Deborah

Jul 7, 2025

Dreadful communication

I ordered two replacements parts for a Moccamaster coffee machine. Weeks passed. Eventually I started making enquiries about where my order was - enquiries by email or web chat only, no telephone number available. First I was told that Item 1 was ready to dispatch, but Item 2 had not arrived in their warehouse, but they could dispatch Item 1 and refund me for Item 2. I said yes please. Then (on me contacting them again 4 days later) they confirmed that Item 1 would be dispatched the next day. Fantastic. But a week passed, every day expecting a delivery, and nothing came. I emailed again. Then they said that they couldn't dispatch Item 1 because it had arrived damaged, but that Item 2 had arrived, so they could dispatch that. It was too late - expecting a refund for Item 2, I had already sourced another one from elsewhere. I asked for a phone number to speak to a manager, but this was ignored. I understand that the business models of some online retailers involve not holding stock but ordering it in when a customer order is received. That model is fine in principle, but it means you have to communicate well. You can't have customers placing orders and then waiting for over a month with total radio silence. I have now received a refund and have bought both items from elsewhere.