David Power

Mar 11, 2025

Smiths Coffee / living in the past!

I have been purchasing coffee from Smiths Coffee Ltd since the 1990s. In the past 2-3 years Smiths have failed many times on delivering my coffee via DPD (courier service) and refuse to change couriers despite them knowing DPD are unreliable. As a resolve I have opted for delivery by Smiths own van and driver. Today I was called at 10am to say that their driver didn’t know how to get into the gated community (there normal driver is on holiday). I gave directions and stressed I wasn’t at home. The coffee never arrived. I called Smiths at 12:55 and asked where my order was. They told me the driver couldn’t get into the block of flats. I asked why Smiths did not let me know the day and time frame the delivery be made and was told by Gill I think, we have too many customers to contact them all and let them know delivery details (every other online company I have used sends emails and texts to warn one of deliveries, Smiths Coffee is living in the 1990s). I said this would be the last time I order from Smiths to which the lady said “Fine”. Terrible customer service. You have been warned. I am sending this complaint to the MD of Smiths Coffee as they probably are unaware of this shoddy service! Email response from Colin Smith MD: Dear Sir, I am sorry that you are not happy with our service, but I can assure you that we made every effort to deliver your order today. Our driver got so far to get to your property, through security and was even shut in so he could not leave. He had to wait for a dustcart to come to let him out. Thus, the time taken was 40 minutes without being able to reach your property or you. I now understand why DPD couldn’t deliver to you either. We have made every effort to deliver and with no one to receive the coffee or a pass code get in this was impossible. Considering the effort we have made I am very upset about your tone and the rude attitude that you have shown to my secretary and the remarks about our company. Considering according to you, you have used us without complaint since the nineties. As a result of your attitude and the rudeness of your email, I suggest you use another company in the future for your coffee supply. Our customer service is praised by many customers, and is not reflective of the approach made by rude people like you. My secretary will contact you for your card details in order that we can reimburse your payment, or you can email them to Julie.bass Regards, Colin Smith Managing Director