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California Coffee

valmg | Sat 07-14-07

The following is the correspondence between myself and California Coffee Roasters. It’s concerning an order I made that I have never received. The top email is the one just sent. Every email concerning the problem was included in that email, just by replying all each time I wrote about the situation. The bottom line is I want my coffee or my money back.

Mr. Patrick Bock

California Coffee Roasters
111 B Poindexter Ave, Moorpark, CA

Dear Mr. Bock,

Good morning!

Your coffee is delicious.

I have been a satisfied customer of your company for some time.

I have bought all of my coffee from you through your website, 3 bags or so at a time.

I have recommended your product to others.

Well, it’s been over a month since I placed my last order. I still haven’t received coffee. Your company still has my payment.

I will be contacting my bank and contesting the charge.

I have sent 5 emails about this situation.

Your company answered my first email that reported the problem within 2 business days, which was fine.

All of my other emails have gone unanswered. I find that unacceptable.

I have worked in sales and service for over 15 years (11 of them in mail order)

and find your lack of responsiveness surprising and unprofessional.

How can a company hope to remain in business or have business continue to flourish if it refuses to answer communication?

Your company’s customer service is among the worst I’ve ever experienced.

I may not be your biggest customer, but I can bet you have a lot of customers just like me.

For your sake as well as theirs, let’s hope they’re not being treated as I was.

I will now spend my money with one of your competitors.

I have found that companies enjoy receiving some free advertising and pr.

I will happily post of my experience in any appropriate venue, forum, board or website I can find.

Sincerely,

Valerie

—–Original Message—–
From: Valerie []
Sent: Friday, July 06, 2007 7:33 PM
To: ‘sales@freshcoffee.net’
Subject: RE: help with order 46059

Soon it will have been a month. No coffee and we’re out $27.68.

Sadly, it has become clear this issue is not important to your company.

Perhaps it is time to look for a company that values their customers enough to follow up on communication.

What a shame.

Valerie

—–Original Message—–
From: Valerie []
Sent: Wednesday, July 04, 2007 10:29 AM
To: ‘Linda’
Subject: RE: [Fwd: help with order 46059]

Please let me know what’s happening with this.

It’s been weeks since I ordered, and one week since I emailed you and haven’t received a response.

Thank you.

—–Original Message—–
From: Valerie []
Sent: Tuesday, June 26, 2007 4:18 PM
To: ‘Linda’
Subject: RE: [Fwd: help with order 46059]

Hi Linda.

Yes that is my correct address, as well as correct phone.

I can’t imagine what happened, I’ve always gotten my coffee without a problem before.

Please let me know.

Thanks.

Valerie

—–Original Message—–
From: Linda [mailto:rosanky1@att.net]
Sent: Tuesday, June 26, 2007 8:27 AM
To: Valerie
Subject: Re: [Fwd: help with order 46059]

This is Linda from California Coffee Roasters. I am sorry about you not receiving your coffee. Did we have your correct address on the shipment?

Ship To

VALERIE

Tracking No.:

1Z021F6Y0348360762

BRICK

NJ 08723

US

1732#######

Please let me know if the information is correct and we will put a tracer on the package. If unable to locate, we will re-do your order.

Thank you. Linda – rosanky1@att.net

California Coffee Roasters

—–Original Message—–
From: Valerie []
Sent: Sunday, June 24, 2007 12:38 PM
To: ‘sales@freshcoffee.net’
Subject: help with order 46059

I have ordered from your company before and have not had any problems.

I placed an order on 06/12/07 and I still haven’t received it.

My payment of $27.68 has been processed and cleared my bank on 06/14/07.

I checked the tracking number online and UPS website says delivered but we have not received it.

Please advise how to proceed on either getting my coffee or my money back.

Thank you.

Valerie