ComplaintsforSteve's Superior Coffee
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Complaint Details
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Initial Complaint
05/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On 1/27/24 I ordered and paid for a ****** coffee machine online. It never arrived. I reached out to them via email and phone many times with no response. Bases on reviews I've see this is not uncommon. I would like a refund otherwise they are thieves.Business response
05/06/2024
We extend our sincerest apologies for the inconvenience and frustration an issue with our supplier has caused our customers.
Upon investigating the matter, we discovered that our supplier encountered unknown complications which prevented them from fulfilling our orders in a timely manner. Despite our continuous efforts to ensure smooth transactions, an unfortunate circumstance arose, leaving both us and our valued customers in a difficult situation.
We discontinued our Coffee Machine Marketplace area of our website as soon as we were alerted to the issue at hand. As soon as the order is received through our Marketplace the money is transferred to our supplier to pay for the customers order so it could be shipped promptly. Since our ordering system was automatic and at the time seamless, it was not for about 30 days that we realized there was an immediate issue at hand.
Please be assured that we take full responsibility for this issue and are actively working to rectify it. We have issued thousands of dollars in refunds for all affected orders, and regrettably, we had to sever ties with our former supplier, due to their inability to meet our quality and delivery standards.
As a small business we realize that our inability to properly service our customers during this fiasco has damaged our reputation and from this situation we hope to learn and grow from so we can prohibit this type of issue from happening in the future.
We had issued a full refund for Mr. ******* order. Unfortunately, the refund was not accepted by his original payment method as a chargeback had already been filed by his financial institution. The chargeback was immediately accepted by us and the financial institution found the chargeback in the customers favor. We contacted our Shopify payments department today and we were advised that the refund was successfully processed through the chargeback process and no further action was needed.
We have attached the statement for Mr. ******* order.Customer response
05/06/2024
I am rejecting this response because: I never received a refund to that **** debit card. I confirmed with the bank and they have no record of a refund. Either try again of send me a check. Oh, and answer your messages, maybe it could be resolved better if you do.Business response
05/06/2024
As indicated in the earlier response, ****************** financial institution initiated a chargeback for the purchase and the chargeback was finalized and found to be in favor of ****************. The funds were deducted from our payments account on March, 16th, 2024 due to the chargeback from the customers financial institution. On March 20, 2024, we received the official chargeback notification and "accepted" it without contest due to the issue at hand. On April 10, 2024, the chargeback was finalized in favor of ****************. Shopify payments is our payment processor and when contacted earlier today, they were able to confirm that the chargeback was indeed found in the customers favor, the funds were returned to the financial institution and no further action was required on our part.Initial Complaint
03/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered a coffe maker on March 1. Due to reading bad reviews about the coffee maker I tried to cancel immediately. I sent dozens of emails, I called them and left many messages. I have yet to hear from them, either by email of phone after 4 or 5 days of trying to get a response. I am not sure they even exist. I am also concerned because my payment actually shows it was paid to e and s real estate, nit Steves superior coffee. I simply want a confirmed refund to my PayPal account! Thank you, ****Business response
03/20/2024
Due to supplier issues we issued a refund to the customer. SSC is a single employee small business and due to an unexpected major personal health issue that I experienced I was unable to fulfill the obligations of the company for a few weeks. For this reason, I apologize for delays in response and not being able to meet our customers expectations. I have taken appropriate actions to ensure that customer service will not be affected in this manner in the future. Again, we apologize for any inconvenience.
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.