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Gevalia Coffee Complaint - Refund Not Credited - 12 Cup Double Coffee Pot ($120.00)
12 Cup Double Coffee Pot ($120.00) - Complaint
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.
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.
Comments:
Posted by One-Eyed Willie on 2008-03-04:
Sounds like the caffeine withdrawls are getting to you
Posted by Hugh_Jorgen on 2008-03-04:
All this drama! Just put the charge into dispute with your credit card company. Problem solved.
Posted by CrazyRedHead on 2008-03-04:
I have the double coffee pot and it shuts off automatically for me. I think you got a bad machine there. I have been with Gevalia for many years, and never had a problem with them. I love there coffee. I have gotten bad machines in the past and never had to send a one back, they just send me a replacement and I throw the bad machine away. I'm sorry you have had troubles with them. Maybe you should try decaf. Also there limited edition coffee is excellent, along with there signature series, mmmmmmmmm.
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