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Thread: coffeeparts.com.au - Customer Service Experience

  1. #1
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    coffeeparts.com.au - Customer Service Experience

    Gene Cafe Coffee Roaster $850 - Free Beans Free Freight
    I tried to buy some Rancilio parts on coffeeparts.com.au.
    There was an error on the postage calculator so I had to email info@coffeeparts.com.au.

    I haven't received a reply for over a day now. I could email them again.
    But I'm wondering if this is a reflection of their customer service and if I should be concerned to carry out my order.

    What is the customer experience like for you folks who have used coffeeparts before?

    Unfortunately they carry parts that I can't locate locally in Perth or on ebay.

  2. #2
    Senior Member artman's Avatar
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    Coffee parts have always been great. In the past amazingly quick postage and service. Give them a call, I'm sure they will put it right.

    Cheers

  3. #3
    Senior Member Barry O'Speedwagon's Avatar
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    Definitely ring them, rather than rely on their web interface or email. They'll sort you out.

  4. #4
    Senior Member LeroyC's Avatar
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    I've used Coffee Parts plenty of times before and always had good service. However I've experienced something similar when emailing them and I have a feeling their email system might dump a lot of emails in the spam folder. So as artman suggested just give them a call on their free call number, they'll sort it for you straight away I reckon.

  5. #5
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    Bought stuff from them, not online admittedly. But the people I met there were really helpful and nice.

  6. #6
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    Firstly, a public forum like this one is NOT the way to get your Rancilio parts.
    I agree with others that a phone call would be the logical and efficient way to see this through.

    They are really busy people.
    Pedro will, no doubt get back to you.

    I have bought 3 machines and many parts from Coffeeparts over the years and each and every exchange has been a great experience.

    Call them...

  7. #7
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    Yes agreed. Take the time to call them.

    If they're anywhere like us, they probably receive 200 or more emails a day. Some occasionally get buried. Some are nonsense and get binned and a surprising proportion of replies bounce when people typo their email addresses.
    Last edited by TC; 21st April 2016 at 08:30 AM.

  8. #8
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    Also advise to phone - I've spoken a few times with them and they're lovely to deal with. I always check their site before other companies when buying because of that feel-good thing about them.
    Last edited by simonko; 21st April 2016 at 07:21 PM.

  9. #9
    Senior Member Magic_Matt's Avatar
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    +1 give em a call... I've bought a few little things, all completely hassle-free. Haven't needed to contact them by email.

    I do think it's a good idea for businesses to set up an autoresponder with estimated response times if their inbox is busy and only monitored by one person etc... but that said as a customer I'd generally allow at least 48 hours before following up.
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  10. #10
    Senior Member Yelta's Avatar
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    I've found Coffeeparts a great company to deal with.
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  11. #11
    Mal Dimal's Avatar
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    Can only reflect what many others have written above...
    The Coffee Parts team are terrific to deal with and I've been dealing with them for the better part of a decade and a half.
    Service has always been superlative, courteous and expeditious...

    Pedro and his Mum are great people.

    Mal.
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  12. #12
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    I've been using them for 12 yrs now and never had a problem. I have never emailed them though.

  13. #13
    Senior Member sprezzatura's Avatar
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    Always excellent service with Coffee Parts. Never had an issue with them ever.

  14. #14
    Senior Member trentski's Avatar
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    You're jumping the gun. Rather than posting here you should have called them.
    Never had issues with coffee parts
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  15. #15
    Senior Member saroadie's Avatar
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    Quote Originally Posted by trentski View Post
    You're jumping the gun. Rather than posting here you should have called them.
    Never had issues with coffee parts
    +1.
    Wow. You must really be desperate for those Rancillio parts. A day? I'd wait 3 then call. Unnecessary to post this here.
    Dimal, chokkidog and CafeLotta like this.

  16. #16
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    Quote Originally Posted by Yelta View Post
    I've found Coffeeparts a great company to deal with.
    Agree
    just ring them, they are very good to deal with
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  17. #17
    Senior Member rusty888's Avatar
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    I'll be a little more on your side.

    Whilst the product range, price and shipping times are always good remember the three rules of business

    Quick, good, cheap.

    You can't have all three. And from my experience their online/email response etc is not up to what you expect or want. However you have to live with it as you get pretty much everything else.

  18. #18
    Senior Member magnafunk's Avatar
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    Quote Originally Posted by rusty888 View Post
    Quick, good, cheap.

    You can't have all three.
    I have to say, I've had all three on many occasions with coffee parts. The only time I've had an issue, I called and got it sorted over the phone in under 3 minutes. Although in this day and age people have some sort of aversion to talking to a real human on the phone, this is the fastest way to get a response from many traditional businesses.
    Dimal, SniffCoffee, Paolo and 3 others like this.

  19. #19
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    Post Note folks, thanks for your feedback too.
    So they got in touch the next day emailing the invoice.
    I called to confirm and provide Credit Card detail.
    It was sent ExpressPost.
    So all good and positive at the end.
    I guess I what prompted my query was our conditioning to receive electronic responses within 24 hours when shopping online.
    Very satisfied with Coffee Parts and no hesitation using again!

  20. #20
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    I have been a coffeeparts customer for many years, and have always been happy with their service.

    Until now.

    One of the parts received does not fit my machine.
    I initially rang them, and although I tried to explain my problem to the lady, she rather curtly told me to send an email.

    I emailed a week ago, and still haven’t heard back.

    Not impressed.

  21. #21
    Senior Member Erimus's Avatar
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    Just ring them back. There's nothing we can do.
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  22. #22
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    Quote Originally Posted by Paolo View Post
    Firstly, a public forum like this one is NOT the way to get your Rancilio parts.
    I agree with others that a phone call would be the logical and efficient way to see this through.

    They are really busy people.
    Pedro will, no doubt get back to you.

    I have bought 3 machines and many parts from Coffeeparts over the years and each and every exchange has been a great experience.

    Call them...
    It might not be the way to get his parts, but he's had at least half a dozen people saying to ring and expect good service.
    It's also not unreasonable to expect to get prompt email responses.
    herzog and Magic_Matt like this.

  23. #23
    Senior Member Yelta's Avatar
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    Why the need to bag a sponsor publicly? thankfully most of us have the ability to sort these things out personally without having to resort to these tactics.
    Dimal, Erimus and gordons like this.

  24. #24
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    Jeez, touchy people.

    Happy to accept praise, get shirty when someone dares to call out less than ideal service.

    Apart from phoning, emailing and sending a PM, what more can I do?

    At least by airing my grievances on here, I can alert others to the fact that just because they are a site sponsor does not guarantee that you will get platinum service every time.
    herzog likes this.

  25. #25
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    Have always found Coffee Parts to provide exemplary service and support over very many years of doing business with them.
    I treat them more like the friends they are, to the CoffeeSnobs community, rather than just another business.

    Just for your information, English is not the first language of the proprietors and is perhaps why you were requested to send an email to them, although I have never had any difficulty explaining myself over the phone. Give it another try with perhaps a bit more geniality thrown in for good measure.

    Mal.
    flynnaus, Yelta, doobs and 2 others like this.

  26. #26
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    Quote Originally Posted by Yelta View Post
    Why the need to bag a sponsor publicly? thankfully most of us have the ability to sort these things out personally without having to resort to these tactics.
    That's a bit harsh. It does sound like this user has done what everyone has suggested (making a call). They were apparently treated poorly on the phone and still haven't had a response despite trying every available channel.

    Part of the reason forums exist is for consumers to share their experiences of vendors. In the long run, this kind of feedback makes businesses stronger, and the really bad ones get weeded out. (Not saying that Coffeeparts are bad - I've only had good experiences).

    Based on that principle though, it's fair for Toad to share what happened in this instance. By the same token, if Coffeeparts subsequently makes a good service recovery in this instance, it would be good for Toad to update the thread accordingly.

    Any business can stuff up <cough> Optus. That's human and forgivable. It's how they do service recovery that matters.
    doobs and WarrenK like this.

  27. #27
    Senior Member Erimus's Avatar
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    Quote Originally Posted by Toad View Post
    Jeez, touchy people.

    Happy to accept praise, get shirty when someone dares to call out less than ideal service.
    Apart from phoning, emailing and sending a PM, what more can I doAt least by airing my grievances on here, I can alert others to the fact that just because they are a site sponsor does not guarantee that you will get platinum service every time.
    People are not being touchy, just sensible. Why you would want to winge on here without at least giving one more call, or even sending a PM to Coffee Parts is beyond me. That was no lady you were talking to either.
    gordons likes this.

  28. #28
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    Quote Originally Posted by Yelta View Post
    Why the need to bag a sponsor publicly? thankfully most of us have the ability to sort these things out personally without having to resort to these tactics.
    The OP certainly didn't bag the sponsor, he stated what was wrong and asked for advice. In the majority most people said to ring because they're lovely people to deal with. Maybe you don't need to resort to veiled insults in your responses.
    herzog likes this.

  29. #29
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    Quote Originally Posted by doobs View Post
    The OP certainly didn't bag the sponsor, he stated what was wrong and asked for advice. In the majority most people said to ring because they're lovely people to deal with. Maybe you don't need to resort to veiled insults in your responses.
    Yelta's reply was not to the OP

  30. #30
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    OKay, folks,

    I have been involved in retail in various ways for quite some time.

    I don't think there is anything wrong with someone mentioning a bad experience here. Further, I would like to see how this is resolved.

    Just to get told curtly once to send an email maybe for a myriad of different reasons, language, having a stressful and bad day, not being good at handling some customers on the phone (my weak point BTW) maybe they needed an email to confirm you were serious and not kicking tyres, or a heap of other reasons.

    Just to make you feel better I've had a very close relationship with my bank and even just the other day I've had a series of days where I've had to email and call for a couple of days to get a response. I eventually did get a response and was able to quickly resolve the situation.

    Even after sending an email one should not stop there. I would do two more things at a minimum. I would call them again and explain in a friendly manner that you called last week and got told to send an email which you did and you still haven't received an answer back and you wish to resolve this situation quickly, could they please help you now? Or words to that effect (you never know, they may of had a death in the family or something bad) Remember the old proverb "Honey catches more flies than vinegar does". Maybe if you used this approach you might get results rather than pull up stumps after a couple of shots at it. I don't think you will resolve your situation like this. Then I would follow up with a friendly email.

    Now you've mentioned your bad experience here I would expect you to mention how this was resolved (Weather it was handled well or not after keeping a cool head and giving it a few more tries) By all reports, it seems like you will eventually get the desired result.

    Let's know how you get on.

    Cheers.
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  31. #31
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    Quote Originally Posted by saeco_user View Post
    Yelta's reply was not to the OP
    If so, Sorry Yelta.

    Quotes go a long way to making threads clearer.

  32. #32
    Senior Member Yelta's Avatar
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    Quote Originally Posted by doobs View Post
    If so, Sorry Yelta.
    Thanks Doobs, no apology necessary.

  33. #33
    Senior Member Barry O'Speedwagon's Avatar
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    Quote Originally Posted by Toad View Post
    Jeez, touchy people.

    Happy to accept praise, get shirty when someone dares to call out less than ideal service.

    Apart from phoning, emailing and sending a PM, what more can I do?

    At least by airing my grievances on here, I can alert others to the fact that just because they are a site sponsor does not guarantee that you will get platinum service every time.
    Just to eliminate one possibility.....I assume that you've checked your junk email folder?
    Magic_Matt likes this.

  34. #34
    Senior Member CafeLotta's Avatar
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    Always had good service on orders. Phoned a couple of times to discuss an item or two and have only ever received friendly and helpful responses.

    Sounds like you may have emailed on Monday. I'd imagine the influx of weekend orders were being processed.

  35. #35
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    Quote Originally Posted by Toad View Post
    I have been a coffeeparts customer for many years, and have always been happy with their service.

    Until now.

    One of the parts received does not fit my machine.
    I initially rang them, and although I tried to explain my problem to the lady, she rather curtly told me to send an email.

    I emailed a week ago, and still haven’t heard back.

    Not impressed.
    Sometimes people can get so many emails that one is missed, i would have sent another email within a couple fo days.
    Like you i have been shopping there for years and have had nothing but very good service, and only just recently i wanted to ask about a certain product so sent an email.
    Had a response within the same day and was very helpful, and even today when i asked about another product not on their site, received an email back straight away saying they will see if they can get it in for me.

    Hope its all been sorted now for you
    Dimal likes this.

  36. #36
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    Behmor Brazen - $249 - Free Freight
    Never had an issue with them, but like many say, perhaps give them a call



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