ComplaintsforLavazza My Flavia

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new product in December 2022. Item arrived extremely late. When item finally arrived, the product packaging had already been opened and appeared to be used. Return policy states free returns. I contacted seller who stated that since the product packaging was open I would have to pay shipping to return the item. I didnt pay for a used item. I want my money refunded. Seller needs to pay return shipping on their used item.

  Business response

  06/29/2023

  Dear ********,

  We wanted to take a moment to express our deepest apologies for the experience you had, as it does not reflect the level of customer service we strive for.

  A refund has been issued for the item, there is no need to return it, and can expect to see the money refunded to your account within 5 business days.

  Thank you for your patience and please advise if we can be of any further assistance.

  Regards,
  MyFlavia

  Customer response

  06/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and I am waiting on the refund they promised.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/11/22, I purchased a Flavia Creation 500 starter pack Tierra for $1388.63. It took several weeks to even receive my product. It took several emails to the company to get an answer when the order would be processed. I finally received my coffee maker and coffee packets, and I had tried one of the froth milk packets with the Vanilla flavored coffee and it tasted bad. Ive had this same brand at work and it did not taste anything like what Ive had from this same company. I emailed Flavia and they wanted me to send pictures of my coffee unit and a pictures of the froth and vanilla packages. I emailed several times stating on 11/18/22 and let the company know that the froth has a plastic taste. I have not heard from them with replacements of the froth or vanilla coffee packets. I have sent many emails and they refuse to answer me or replace the product with newer product. Please help me to not let this happen to any other consumer. All I want is my replacement of Froth and **********************

  Business response

  03/14/2023

  
  Dear *******, 
  
  Thank you for contacting Lavazza. 
  It is with great concern that we received your feedback.
  
  We are passionate about our products and services and we strive to ensure impeccable quality. We are sorry to hear that the support that you received did not reflect our high standards.
  
  Rest assured, the feedback provided concerning your milk froth powder experience has been shared with our internal teams including quality control.  
  
  A replacement order has been entered into our system and you will receive it shortly.
  We will follow up via email regarding the specifics including tracking.
  
  If you have any questions or need help with anything else, please do let us know.
  
  Thank you for allowing us an opportunity to improve your experience.  
  We appreciate your patronage and hope to continue providing a premium coffee experience.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩