2/5 Christian W. 3 years ago on Google
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
to
be
blamed.
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