tchibo home shopping - the first post is always long isn't it!

katiepoppycat

I love tchibo products, I really do. I used to work for the UK coffee side of the company and loved going down to head office and visiting a shop to pick up some really ace stuff. I was even happier when my local JS started stocking their stuff and I would cheerfully trot along every wednesday to see what goodies were in stock. But their home shopping service stinks.

In January they did a plug in rotisserie oven which would have been perfect for my mum's caravan. I duly went down to JS but they had run out, so iordered it online, paid by credit card and expected it to land within afortnight. It didn't. I range customer services. After holding for 15 minutes( as i did EVERY SINGLE TIME I rang them) I got a very helpful chap who told me that they'd attempted to deliver it but no-one was in. There's always someone in at that address but I didn't push it. He said they were due to try again during the next week or so. Another two weeks, no oven. I ring again to be told that that the person who deals with this will ring you back in an hour when they get in. No callback. A week later they do the same thing again. So ANOTHER week later i ring them and they tell me they are trying to contact the courier and will ring back within the week. So wait and then call them. Every time I call they are polite and concerned and never ever do what they say they will. After 8 weeks I speak to a manager who admits that their courier never ever tried to deliver the parcel in the first place and they think it's probably lost. I ask if they can special deliver one to the address as their couriers are clearly useless and he says no. They give me a refund, but I'm not convinced it's the end of it. SO i send them a letter recorded delivery (Royal Mail lost this, think it was due to the PO number) and then emailed them. I got nowhere. So now I don't love Tchibo so much any more. I still trot along to JS on a Wednesday because their stuff is so good, but i won't ever touch their catalogue again. Is there anything I should have differently?

grex9101

Possibly "escalated" your complaint to the directors office/managers managers manager? Would you have had "inside info" on the right person to talk to due to your previous relationship with them?

hollydays

My local Sommerfield is starting to sell their stock,bedding and gifts as well as coffee.

katiepoppycat

escalating would probably have been the right thing to do Greg, if only one of them would pick up the phone! And the home shopping and the coffee and completely separate entities, which is kinda odd. These Germans eh, what will they do next?