NicholasG

Oct 31, 2020

Disappointing first experience and response to complaint

Given incorrect information about the roast level of a blend I ordered. Despatch method differed from that selected when ordering online and contact details not passed from order/account to the courier selected, resulting in my missing delivery (and being without my order over a weekend). When called to complain, was told they would call courier and pass them my details for Monday (pointless as I had already checked and done that through tracking). Emails and Facebook comments not replied to but an email to the MD did result in a suitable replacement (in fact what I believed I had ordered in the first place) being sent out for next day delivery. Disappointing experience. Interesting response from Smiths Coffee: "You were out when the courier tried to deliver and as far as we can tell you didnt leave a note with alternative instructions. So it arrived Monday. Unfortunately we cannot manage our clients diaries, but we did our best for you." I was unaware my delivery was coming by courier. I was subsequently told by you on the phone that you don't put the customer contact details into the courier despatch info, so I received no text and email from DPD to tell me to expect the package, otherwise I would not have missed the delivery. I added my contact details myself to DPD's tracking when I also provided a safe place. No other supplier I use sends via courier without entering contact details. They are shown on both the order confirmation and my account details. Saying that you cannot manage my diary just confirms the impression I have that you are unaware of the problems within your own systems. I had offered to return the coffee as it was not what I had ordered. Your MD did indeed replace it on Next Day Delivery.