The Colavita Store (Italian Specialties) - Poor Customer Service
Online Store Department - Complaint
NEW JERSEY -- I'll post this in bullet points to make it clearer.
February 4, 2014: I place a bulk order for a dark and white Baci Perugina (Italian chocolates). I need them as gifts for Valentine's day. There are 6 business days and 1 week-end to the celebration. My credit card is charged immediately.
February 6, 2014: come home after work to find a message on my answering machine. It's Colavita. The dark Baci are out-of-stock, the white ones are available. They ask me what I want to do. I call back, but nobody is around, so I leave message saying I still need the white ones, I can live with a smaller quantity of the dark ones.
Feb 7:I call in the morning after 2 and leave message, pointing out I still need my Baci by V-day.
Feb 10: I try to contact Colavita at 11:40 and after 2. No one available to pick up the phone. Leave my cell numb. Upon returning home, I try one more time and get connected to manager who says she will talk to my point of contact (who is part-time) and ask her what the deal is, since she does not know what the other knows.
Feb 11: I try calling once more at 11:35. No answer. I do get an e-mail telling me the shipment has left the warehouse and is scheduled to arrive on Thursday. I am also asked to give phone number where I am available to talk to give my credit card info for refund of price of dark Baci.
Feb 12: I try contact, no answer.
Feb 13: Waiting for Baci. Snow storm hits, Baci delayed. There goes my chance of having my gifts ready. It's not UPS's fault, the Baci should have been shipped last week already. Colavita is closed.
Feb 14: I called Colavita around 9 am and leave message stating I am available to talk and that I am displeased by the Baci not arriving in time. I also post complaint note on their FB page that mysteriously disappears 30 minutes later. Get phone call from customer service and give card number for refund. State that I am displeased, get a "we are sorry, but the snow hit", a "thank you" and a "have a great day" in return.
This was my first experience with Colavita. It was not a smooth and pleasant one. My Valentine's-day plans have been thrown off by this unjustified delay in shipping out my purchase. I've ordered from hundreds of places online and rarely have I had to deal with such crappy service. The only thing that would let me consider going back is that for certain things the prices are better, however next time, if the difference is minimal, I will certainly bring my business to a place that is serious and dedicated to their customers.