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Thread: Who to contact from BeanBay?

  1. #1
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    Who to contact from BeanBay?

    Gene Cafe Coffee Roaster $850 - Free Beans Free Freight
    Who do I contact from BeanBay? There's no contact page on the website. My package has been shipped to the wrong state so I would like to talk to somebody.

    Thanks.

  2. #2
    TC
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    Yes there is- at the bottom of the page: Contact Us - CoffeeSnobs

    I have no doubt that Andy will have you sorted pronto. He has a reputation for incredible service.
    Andy and LindaD like this.

  3. #3
    Super Moderator Javaphile's Avatar
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    As Talk_Coffee has stated, there is a Contact Us link at the bottom of every page that you can use to contact us.


    Java "Yup, there it is!" phile
    Toys! I must have new toys!!!

  4. #4
    Senior Member readeral's Avatar
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    Yeah so I was thinking about emailing Andy today as well re my order, but did have to come back to coffeesnobs to do it, rather than beanbay.coffeesnobs. Took me a while to work that out, then decided not to change my order anyway. Might be worth considering putting it on the bottom of the beanbay page given two instances in one day? Redundancy in this instance probably isn't such a bad thing.

  5. #5
    CoffeeSnobs Owner Andy's Avatar
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    Yep, I agree, please use the "contact us" if you have to or you can just reply to the invoice that BeanBay sent... we will answer either of those methods when we have finished packing orders.

    Quote Originally Posted by Jubby View Post
    Who do I contact from BeanBay? There's no contact page on the website. My package has been shipped to the wrong state so I would like to talk to somebody.
    Thanks.
    Hi Jubby,
    I was just told about this thread but I still don't have a "contact us" message from you.

    I guess you all ready know the tracking is in BeanBay and in the email you were sent so you know we shipped it on time. You ordered Saturday afternoon and it shipped Monday, you should have received it on Tuesday, Wednesday at a pinch. If it's "gone on walkabout" then it's the freight company that has oops'd and I doubt I can add any more than what you can see on the AustPost website. Best bet is wait and see if the tracking changes tomorrow and/or contact you local Post Office with the tracking number to see if they can tell you any more.

    We print the address direct from BeanBay so whatever you confirmed twice in the checkout process is where we shipped it to. We don't retype an address or handwrite it to avoid those sorts of oops.

    Please let me know (via Contact Us or by replying to emails from BeanBay) if you don't find it tomorrow.


    Quote Originally Posted by readeral View Post
    Yeah so I was thinking about emailing Andy today as well re my order, but did have to come back to coffeesnobs to do it, rather than beanbay.coffeesnobs. Took me a while to work that out, then decided not to change my order anyway. Might be worth considering putting it on the bottom of the beanbay page given two instances in one day? Redundancy in this instance probably isn't such a bad thing.
    Hi Readeral,
    Ahhh... you were going to change but later changed your mind... sorry but that sounds like a perfect reason for us not to not be contacted easily.

    We have amazingly low prices on everything at CoffeeSnobs because we don't answer the phone, we don't chat in email and we don't have a retail store. Instead you get all the cost savings. We pack all paid orders and ship them out the same day, only a couple of time in the last 10 years have we had to apologise to a customer for not getting the item out the same day.

    For us to talk to 38,000 customers just once for 10 minutes would take 6333 hours which is 791 working days... about 3 years full time! That would mean that you would have to wait on hold for 3 years to talk to me and at then wait at least 3 years for me to pack your order. It just doesn't add-up to an efficient model. I could employ someone to answer the phone, and the $50k a year would have to get added to all the orders. Our model works really well but just doesn't allow for much 1:1 interaction.

    Of course we do reply to all emails and help as fast as we can but please understand it's a monster time sponge, this forum post alone ate 30 minutes at 9:30pm at night. We never want to have a phone number that rings at an Indian call-centre but I can totally understand why so many companies do that.

    Anyway, I'm glad you changed your mind! Your order shipped today and with more luck than Jubby you should get it tomorrow or Friday.
    chokkidog and TC like this.

  6. #6
    Senior Member readeral's Avatar
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    Who to contact from BeanBay?

    Yeah my neighbour and I ordered our beans together (saves us, saves you!) but I'd forgot to put his syrup order on it. Went to see if I could contact you before it shipped, but eventually figured the whole thing would be too much of a PITA for all involved. Nevertheless it was pause for thought at the point when I was wondering what contact avenue was most appropriate. I get your overheads are as low as possible, so it's not a criticism of the service at all, hopefully it wasn't interpreted that way. I used to run a contact centre, and know the pressures of keeping customer service efficient!

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    Quote Originally Posted by Andy View Post
    We have amazingly low prices on everything at CoffeeSnobs because we don't answer the phone, we don't chat in email and we don't have a retail store. Instead you get all the cost savings.
    Hahah I love it

    That's the way I like to do business.

  8. #8
    Senior Member readeral's Avatar
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    I can't fault it, the parcel arrived today. Very very efficient.

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    Thanks guys. I've written to the contact us page but there's no link for contact us on the beanbay page. It seems that my package is on transit, back to the warehouse in north geelong for some reason I had to buy coffee at my uni store but it was burnt, bland and not even a layer of froth on my flat white like always... It seemed like they just added hot water into instant coffee haha. I just want my beans *sad face*.

  10. #10
    TC
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    Quote Originally Posted by Jubby View Post
    Thanks guys. I've written to the contact us page but there's no link for contact us on the beanbay page.
    Did you bother reading Andy's reply to your question? http://coffeesnobs.com.au/off-topic/...tml#post564920

    It seems that my package is on transit, back to the warehouse in north geelong for some reason
    That makes sense if it went somewhere other than your address??

  11. #11
    Senior Member readeral's Avatar
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    A little bit of grace for a new member/customer fellas - he's posted a reasonable thread in a pinch when he wasn't sure where to look. A follow up post to say he used the facility you pointed him to doesn't mean he didn't read Andy's post. The reference to where the package is now heading suggests he has, as again he's responding to Andy's suggestion to check the tracking.

    All the best with sorting this one out Jubby - I guess lesson learned to double checking addresses

  12. #12
    Senior Member Barry O'Speedwagon's Avatar
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    If it was in the hands of Fastway, little would surprise me.



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