I initially placed a combo order for a coffee maker and ground coffee with Gevalia on 5/7/12 in the amount of $30.94; this shipment arrived several days later. After discovering that the coffee maker had a faulty power switch (it kept turning off), I contacted Gevalia for a return/refund, at which time I was informed that they do not accept returns on their products. I was then informed that I had to place another order, and a refund will be granted to me only after I inform them that I have received the second coffee maker.
On 5/14/12, I re-ordered another combo order, per the company's instructions. After this second shipment arrived, I contacted the company to inform them, and they refunded my bank account in the amount of the original purchase price ($30.94) on 5/16/12. However, while attempting to operate this second coffee maker for the first time, water began leaking from its reservoir through its base, and onto my kitchen counter.
On 5/18/12, I contacted them again, and informed them of the second defective coffee maker. Their representative (**), apologized for the inconvenience I'd been experiencing, and informed me that they would simply send me out a third coffee maker, which I should receive within one week.
On 5/29/12, I'd noticed that the third coffee maker had not arrived, so I contacted them again. This time, they informed me that ** gave me faulty information and, if I wanted to receive another replacement coffee maker, I would have to pay $99.99 (more than 3x the original price). I informed them that I should not be penalized because they sent me defective merchandise on two separate occasions and would not accept the product returns. However, they simply stated that this is their policy, and there was nothing else they could do.
DELAWARE -- After a year of a status of inactive with no future orders on file, they put me on active status and made a mistake in sending me coffee again. I got an email thanking me for my order. When I called customer service they told me they took care of it and it was a computer mistake. Two days later I received another confirmation on the order I placed. I emailed back and called them and again they assured me it would be cancelled. Then two days later another email was sent.
When I called them a third time to stop the delivery, a very rude customer service told me it was too late. Since I had spent a week calling and emailing I wasn't sure why it was too late. She was extremely condescending and patronizing and kept asking me if there was anything else she could do for me today. She hadn't done anything for me. Subsequently, I had to deal with a return and hope their bookkeeping department is more efficient than their customer service, order department and shipping department.
I have been a customer since 2004. I have noticed a change in last few years with the customer service. I thought it was just me, but after reading other reviews now I know it's not. What is going on???? Believe it or not they used to have the best customer service reps I've ever had the pleasure of dealing with.
Now when I call, I get the runaround. I've called about a charge showing up on my bank account, when I haven't ordered anything, and they are telling me they don't see it & I have to have my bank send them a faxed copy of the charge. I've called 4-5 times in the last 2 days & I swear I keep getting the same 2 people with a HEAVY accent, the same kind of accent, same 2 people every time I call... WEIRD!!!!
Coffee lovers, like me, don't mind paying a little more for something they enjoy but the coffee doesn't taste as good after dealing with poor customer service. I used to recommend them to everyone I met, even had a couple people become customers themselves, but I can't do that anymore. So sadly I canceled both my personal & work accounts with Gevalia after many years of being a customer.
Do not deal with them! I ordered coffee, which was way overpriced, so I ended up cancelling my membership. Few months later I kept getting notices that I owe a balance on the last shipment that I had sent back. I called them to make sure everything was paid and I didn't have anything left to pay on my account. Few months later I started receiving notices for the same balance, again.
I called and explained that I had already made a payment of that amount and that they need to update their system and leave me alone. After 3 of these conversations with Gevalia, I thought it was finally taken care of. Until I got a collection letter in the mail! I called, again, explaining that I had already made my payment and at this point did not want to have anything to do with their company again.
I was told there was still a balance and there was nothing they can do about it. Right now I am waiting for a call back from their account executive, who can look further into my account... only way to get to the manager was to tell 3 people (managers) that they can talk to my lawyer, since I am done with talking to anyone anymore. The Worst Experience!! Would not tell ANYONE to order from them. Go to your closest grocery store and get your coffee from there, guarantee to get better service and better coffee for that matter...
MCDONOUGH, GEORGIA -- 5/8/09 I received a shipment from UPS. I opened the packing slip to find that this coffee company has sent me a shipment including a coffee maker, coffee & tea. I've never heard of Gevalia before. I did not order this so I called the customer service line to inquire "who" placed this order. The representative told me that it was placed online, therefore she did not know a name. She immediately stated that she would cancel my account & stop future shipments.
I ask again "how" this was sent to me when I did not authorize a charge to my credit card. She stated that she would flag it as possibly fraud, stop future shipments and that I can keep the package. I don't want this package. The slip states that I will automatically get future shipments & billed for them. I will have to cancel my credit card due to this scam. This is illegal and not fair! Someone should STOP this company from doing this. Total theft & invasion of privacy.
FLORIDA -- I do not recommend this company, it's hard to cancel with them but the worse part is I canceled my service and 7 months later, yes 7 months, I received a letter from a collection agency saying I owed them 38.00 dollars. Never did I ever receive anything from Gevalia. I know I did not owe it because before they sent out a shipment they always deducted the amount automatically from my checking account!!!!! So they will never get my business again. It just goes to show they don't even appreciate a loyal paying customer..... they ripped me off for 38.00 dollars. It's not much money but that's not the point!
Coffee is pretty good, but it is impossible to cancel your account online. You can suspend temporarily, but it's annoying.
If you want to cancel, you have to go to the customer service form, which kicks you into a "Chat" function, which never works. Then you have to call them and they try to give you free lifetime shipping and they challenge every reason why you want to cancel. At that point you're so mad, that you want to cancel and burn them on forums like this. The CS person was rude, spoke really fast and totally had an attitude. Good riddance. I would never sign up for this again.
I bought a 12 cup Stainless Steel coffee maker from Gevalia in March of 2011. After using it for only 15 months, it stopped working in the middle of making a pot of coffee. The warmer even quit working then also. I contacted the company to see about getting it fixed at my expense since the warranty time had passed. The Customer Service Rep said they don't repair their coffee makers and proceeded to tell me about the same product I had but the cost would be 100 bucks plus s&h.
I have emailed them and also wrote a comment on their Facebook wall and still have gotten anywhere with them. I will save my money up and go buy myself a good coffee maker from a company that backs up their product and at least tries to keep a customer happy instead of trying to bilk them out of more money for a product that won't last longer than 15 months.
MONTVALE, VIRGINIA -- I would like to know WHY I have to keep returning coffee makers to WALMART? I have replaced my coffee maker 3 times in the past 2 months... I have to return the last just days ago. The coffee maker leaks water out the bottom every time water is added to make coffee. I love this coffee maker, but I am getting tired of waking up each morning and find water all over my kitchen counter. I pre-make the coffee each evening so it will be ready in the morning. I have even tried to wait until morning to make the coffee, but the water still leaks out of the bottom of the coffee maker. What seems to be the problem?