Gevalia Coffee Complaint - Refund Not Credited
01/15/08 I ordered a double coffee pot under the impression it had automatic shut off. I asked the service rep if it did, she said yes. I asked her to verify with the appropriate department which she did and verified it did and very adamantly stated it did have auto shut off.
When I received the coffee pot I plugged it in for four hours and it never shut off. I called customer service at Gevalia again and asked if that particular coffee pot had auto shut off. I was told again that it did, just like "every Gevalia coffee pot". I then told her it had been on for 4 hours without shuting off. She apologized and stated it was probably broken and she could go ahead and replace it. I insisted she find out how this coffee pot was suppose to shut off when it had a manual off/on switch. After talking to other reps and other departments and the product support department she returned and apologized since she had been misinformed.
I asked for a return label which took about 10 days to arrive. I was told I would have to return the item before my credit card would be credited back.
I returned the coffee pot on 02/04/08 and it was received on 02/11 per UPS tracking. I called Gevalia that same day and gave them the tracking number and requested I be refunded my money. I was told that it would be sent for processing and that it would probably take another 10 days for my card to be credited.
On 02/25/08, 1 day shy of the 10 days I called Gevalia to find out the status. The gentleman I spoke to said there was no notation of the tracking number and did not know why I had not been credited yet. He apologized again and said he would forward to a supervisor and that it would be processed in the next 2 days.
On 03/04/08 I still had not been credited and I called Gevalia back, the lady I spoke to said she would have to take the tracking number again and forward it to a supervisor. I explained we had gone through this twice before and I would need to speak to a supervisor. She transferred me to a supervisor by the name of Melissa in the West Virginia District. She would not give me any identifying info so that I may reference her in the future. She then said all she could do was forward the information to some other department to process my refund. I asked to speak to someone above her she said there was no one else. I asked for the name of the district manager and she said she was not allowed to give that information. I asked for an address to mail a complaint and she said she could only direct me to their website for an online complaint. I asked how I would be compensated for them taking my money under false pretense and not refunding it in a timely manner, she responded there was nothing.
Bottom line is I still don’t have my money which they deceitfully took from me. I'm disgusted by the service and all the miss information Gevalia gave me to make a sale. DO NOT BUY FROM GEVALIA CATALOG.
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