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I'm sympathetic because I'm a softie in general. LOL! Just kidding. It's clear that this guy screwed up when he coded it. And Cindy is right...some affiliate managers will not even give us their real names little lone actually call us when something goes wrong. So I really appreciate that. But I also know that some of you really feel burned by this.
I did not partake in the offer (was tempted but had no use for the stuff) but based on how apologetic this guy was and how he is willing to take care of the broken items, the rude people on the phone, and try to get a new correct coupon I'd definetly give them another chance.
We all know how call centers work and you never get the same answer or even the correct answer when you call (think WDW) so I'm hoping it was just a bad person having a bad day that took some of the calls in the past few days and that it will get cleared up.
I am all for chances. :) If he does what he says and is not just trying to appease you on the phone then another chance seems to be in line. I have made mistakes at work before and to have it be this major would just royaly suck. I feel a bit bad for him
Well, I didn't order this deal b/c they couldn't answer my question about ingredients in the cocoa (couldn't tell me if "mocha" meant coffee + chocolate, which is what mocha means, and couldn't tell me if there was corn syrup, corn syrup solids, or anything like that) and didn't need the coffees.
But once the prices were getting so weird, I wondered if something was up. And once orders were getting canceled, I was still on BJ's "side", because that's what happens when an item is mispriced. A customer whose order has been shipped won't be charged more, but orders still processing will be canceled. It's the way it works at amazon, and in most internet commerce I've seen. It's better than just charging! Companies usually do have caveats that mispricing won't be honored...
The only sticking point was when they wouldn't replace the mugs that were ordered in good faith. But now that they have addressed that positively, I won't have a problem getting my next shipment of coffee beans.
My only issue from the get go was the replacement mugs. I was totally on board with the cancelling of my second order and would have been fine had they called me before the first order shipped and told me of the mistake. My issues started when they cancelled my replacement mugs because they charged me the wrong price. If that is corrected I am fine. I don't know that I will use them again but I certainly won't discourage others from using them. I completely understand that mistakes occur and I feel as a business you do what you can to correct the issue and lessen the sting of the mistake and then you move on. The sticking point for me is whether or not they show the correct business sense to send me replacement mugs that I should be given because they sent a defective item. IF that gets fixed I will be fine and I will even notify BBB that it has been satisfied satisfactory.
Personally, I feel really bad for Janet and those others who got "stuck" by this business mistake. I did not do the deal, but I am in the Boca Java club and am awaiting my 1st (obligatory) delivery. I like the coffee, but I am prepared to exit out of the club if the issues are not satisfactorily resolved. I'm glad the affiliate manager is trying to make amends. I will make my decision based on the the resolution of this problem.
I just received another email from the affiliate manager. He said that the President has gotten involved with the broken mug issue and has said that he isn't going to replace them because of the good deals, however, this has now been passed on to the Board of Directors. My response to him was how crazy is a company to loose all this business over a few cheap mugs. Thats pretty stupid. I also told him that if they didn't replace them, there would be blogs all over the internet and other shopping sites about their poor customer service. If they don't make good on them, I personally will encourage Tricia to drop them as a merchant, as I would not trust them in the future, but ultimately its her decision. This is a much smaller company then I thought it was originally and I'm sure the loss was hard on them, but thats not our members fault.
I recieved my order today. I did recieve one broken mug and will call them about it. Other than that, I was very impressed with the quality of the items I ordered. The gift baskets I am giving are going to be AWESOME!!! My fil and so, mil and sil are all getting really nice baskets with an assortment of coffees, teas, and cocoas plus a coffee scoop, tea scoop, tea infuser, mug, silver canister, honey cinnamon almonds, english tea cookies, peppermint chill cookies all from boca java. Plus, I am adding a cute snowflake tealight holder, a christmas tree frame snowglobe with the kid's Christmas picture, a cute little holiday loaf pan with homemade bread, pepperoni and sausage from dh's elk, and some other homemade goodies. I forgot that it will also have Dale and Thomas popcorn..
Yowza Candi!!!! Can I be in YOUR family??????Quote:
Originally Posted by Candi
(Glad you got all your stuff and are happy with it!!)
Too funny. I really hope they like it. I am also giving smaller baskets to my siblings and parents but also got them all magazine subscriptions and my parents each a shirt at vista print. I really probably spent only about $100 and that is for a lot of people.