PureGusto Coffee Company — Restaurant in Bolton

Disappointed by Lack of Transparency and Poor Customer Service

I recently placed my first order with PureGusto Coffee, which included some coffee samples and a starter pack of crisps. Unfortunately, my experience has been disappointing.

Upon receiving my order, I discovered that some of the products had very short shelf lives. Specifically, a box of crisps expired just two weeks after delivery, while the other flavours were set to expire only 30 and 40 days later. I was not informed about the limited expiration dates prior to making my purchase, which feels misleading.

When I reached out to customer service for clarification and a resolution, I was met with an unsatisfactory response. Rather than addressing the issue at hand, the representative focused on disputing the timeline and appeared dismissive of my concerns. Their immediate response was for me to send pictures of crips that I was unable to sell after the expiry date for individual refund. This lack of accountability and transparency in selling short-dated stock is concerning and reflects poorly on the company’s business practices.

I would caution potential customers to be aware of possible issues regarding expiry dates and customer support. I will be seeking alternatives in the future.

(EDIT) - Just to reply to the below response. I’m not looking to engage in a back-and-forth regarding crisps, but I believe it's important to address the inaccuracies in your statements.

Firstly, I did not request £60 of free stock, as you suggested. My request was clearly stated: "I request a more suitable resolution, such as a refund or replacement of the short-dated products with items that have a longer shelf life." The intent was to return the items that I won't be able to sell.

Additionally, the timing of your eventual refund offer—which I don't wish to pursue—was sent after I posted my review, further indicating a lack of understanding of...

Ordered a 1,150 GBP Jura premium coffee machine. As outlined on their website, they offered a 5% off on your 1st order, for which I signed up. However, I never received the respective email with the voucher, but an email with the order confirmation as well as the invoice. Under tracking number it said "sent directly". Since I never received the tracking number neither I got concerned and chatted with the online Customer Service agent, who told me that the 5% discount only applies for consumables and not for equipment, and referred to the terms & conditions. However, since I ordered during morning hours, the agent told me that delivery would be already next day. As this did not happen, I called Customer Service on day 2 and asked for a status. I then found myself talking to the owner, and the conversation was everything but customer oriented. No tracking number, UPS already tried to deliver but nobody was home (and we were) without leaving any proof or information at the door, requested new delivery attempt happening either later today or tomorrow, again no confirmation and no tracking number/information. Instead, the owner pushed back on all my concerns and justified that I am the only one from his 17,000 customers who is complaining about something. Although price has been good for the item, I would have expected more transparency and understanding of a presumably professional company.

Addition: delivery was supposed to be done today before 12:45 according to the owner on the phone, still not arrived. The emails you referred to as being resent are neither received in my inbox, nor in the spam folder. But thanks for again pointing out that the consumer is the one...

I called the company to gather details about their coffee machines, obtain a quote, and explore pricing options. Unfortunately, my experience with the representative left much to be desired. The typical sounding salesman I spoke to had a rather condescending and dismissive tone, which was off-putting from the very beginning.

In a customer-centric industry like selling coffee machines, it's crucial for representatives to strike a balance between expertise and approachability. The salesman I encountered seemed to lack the latter, making the interaction less than pleasant. As a customer, I expect a representative to explain the product and services with a helpful and respectful tone, avoiding any sense of superiority.

Despite the importance of their products, the interaction made it clear that the company might need to reconsider its approach to customer service. In today's challenging business environment, where customer satisfaction plays a pivotal role, maintaining a positive and inclusive communication style is paramount.

Realising that business is not easy nowadays, it would be beneficial for the company to adapt a more customer-friendly approach to ensure customer retention and attract new business. I made the decision to discontinue the call as I felt that I wouldn't want to engage in a transaction with a company that did not value respectful and customer-oriented communication.

In conclusion, I am now considering alternative options, even if they come at a higher cost, as I believe that the overall customer experience is a crucial factor in making a...