Coffee Friend
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Customer service - if it suits them
I purchased a Fellow Ode 2 Grinder from here after good reviews from a friend. The customer service was great initially, as I had a problem with ordering which they sorted out very promptly. Unfortunately when the grinder arrived, the box was not sealed and there was coffee in the grinder - it had clearly been used and sent back, before being sent out to me as "new". Customer service intiailly told me this was still a new machine, and must have not been cleaned properly by the manufacturer after testing. I contacted the manufacturer to confirm this, but they told me this was certainly not the case, and the fact the factory seals were broken indicated this was a used and returned product, not a new one. Upon asking for a refund from Coffee Friend, I was told this wasn't true - implying that either myself or the manufacturer were lying? I would much rather trust the manufacturer here than the retailer. Getting a return was a bit of a hassle, as they clearly didn't want me to return this product and their friendly tone soon disappeared. Eventually I did get a return label, so hopefully I will actually see my refund and have no other issues. I will write an update after the experience.