They are open until 7pm so call them and find out. They are rude but at least maybe you can find out some answers.
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They are open until 7pm so call them and find out. They are rude but at least maybe you can find out some answers.
Quote:
Originally Posted by jnorth1007
Personally, I'd dispute the charge on my credit card citing received broken merchandise. I'd also file a complaint with the BBB. They should not get away with treating people like that.
Gotta tell ya, got my shipment from Coffees for less...omg,. the New York chocolate fudge is to die for. I'll be sticking with them now. Also, got some awesome coffee from Cybercucina. It wasn't flavored, but it was so rich and full bodied..mmmm.Quote:
Originally Posted by 3dog2kidmom
I didn't take part in this offer, but I'm so turned off by their actions toward the rest of you I just called to cancel my account. I will say the girl on the phone was really nice about it though.
I just did an online chat with a girl named Tracey, asked her about the cancellation fee as I was never told about that. She said ya that here is one, but my account was never charged it. I told her its probably because when I cancelled I told them I was doing it because they screwed over half our membership. She was aware of the situation, and immediately let me know that one of our members got by on a deal for 350.00. Told her thats not our members fault, that they programmed their own system, our member just paid what they told her to pay, and that sometimes businesses just have to suck it up. She gave me a name and number of someone to talk to. I have left him a message, but he probably won't call me. I hate that one of our merchants is acting this way.
Well the 350 wasn't me LOL but mine was close it was like 2XX.XX. I truly would have sent back the items and gotten a refund if they hadn't left the issue up there for 2 weeks and if I hadn't spoken to one of their employees who wasn't the least bit concerned about the price issues and agreed it was a great deal. It is frustrating because they are making it sound like we got one over on them. I tried for 2 days to find out if the information was right or wrong before I actually placed my order. I was also completely willing to allow them to cancel or charge the correct amount right up until the moment the order left their warehouse. If they don't have any control over what they are charging people then they shouldn't even be in business. If I had made this purchase anywhere else they would have apologized to me for their mistake instead of treating me like a criminal. Does anybody remember the Disneyshopping white bench fiasco on the other boards? The one where the bench that was supposed to be 219.99 was listed and selling for 29.99. They caught that mistake within hours. This error was up for two weeks. Not to mention it wasn't just on those two deals. ANYTHING you ordered priced out that way. I can't even imagine how many orders they sent out at those prices.
Quote:
Originally Posted by askomsky
April the obligation is 1 shipment, of I believe 4 bags, for the coffee club. I wasn't under the impression that the cocoa offers had an obligation attached to them. Hope not anyway!!
ETA: 1 additional shipment...
No I don't think they do. I couldn't find anyway to cancel my account because I don't belong to the club so I don't have to cancel or worry about a charge. I think the charge/commitment is just for the monthly clubs.
Hmm... what kind? I need me some coffee!Quote:
Originally Posted by sunshinecindy
I spoke with the affiliate manager today from Boca Java. He was very understanding about the entire situation. He completely explained to me how the mistake was made, instead of free shipping, he coded 24.95 all quantities. When he explained the options he was given, I gotta tell ya, I would have picked the option he did too, and it would have been wrong. Anyway, I compared my getting out of Kmart and then being stopped to give them more money to what Boca Java is doing. He said that is why the phone call before anymore orders were shipped, sort of like telling you in the store the price is higher and see if you still want it. Ok, got that. Then I addressed the broken mugs, he was shocked at how many mugs were broke and couldn't understand how that happens.Well, I can, I've seen UPS and how they treat packages, however, this seems to have happened either at the warehouse or during packaging, so he said he will make sure all the mugs are replaced, no matter what you paid. He said they are rather ugly though. LOL
Also, I told him that we now have a pretty bad feeling toward Boca Java, and I hate that since he seems to be fair and good to work with, and asked for an exclusive coupon for our members, preferably free shipping. He all but promised that too, and said he will talk with the higher ups, but he thinks he can get that for us, which we all know, would be great. He also is going to address the supervisor that told Janet that it was basically SR fault that we put the wrong code up, he couldn't believe that one, and she will be reprimanded. So, all in all, I think that they are trying to work with us. Oh ya, he said the glitch was caught because of Janets large order. LOL They had about 50 orders all in all, not all SR. He was extremely apologetic about it, and I can tell you, we don't get that much from affiliate managers. So, do you think we ought to give them another chance?
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.
Yanno honestly the mugs really are ugly. The point though is that I paid for a product. The fact that they charged me the wrong price doesn't make it ok not to replace them. The ball is in their court at this point and I will withhold any postive or negative comments until I see what they end up deciding. I filed a complant yesterday with the BBB in their area. Does anyone here think I am wrong to expect these mugs? Honestly, really I want your opinions. I am beginning to feel like I am expecting too much out them and that I shouldn't push the issue but a big part of me says that this is just so wrong.
Ok, another update from the affiliate manager. While many people have reported their mugs broke, they are going to be replacing them, it was just janets order with the broken mugs that is in question because they claim to have lost so much money on hers. I pointed out that they didn't lose any money, that they just didn't MAKE any money because the cost of the shipping probably covered the cost of the baskets (not retail) and the shipping was covered by the commissions for the additional sales which we didn't receive. Furthermore, I offered to buy their stupid *** mugs that probably aren't worth more than .25 each anyway to send to our members who deserve to have them replaced. The matter is before the Director of Fixed operations who I suggested call me to discuss this, but we all know he won't.
The good news for us is that Cindy is on the case. The bad news for Boca Java is that Cindy is on the case. :rotfl:
I'm with Janet. I don't care how ugly the mugs are. I don't care if she plans on throwing them all away. She paid for an order. The order was defective. It should be replaced. They can replace the mugs or they can replace the hundreds of dollars in commissions that I lost. And if they choose to replace the commissions instead, I will share them with Janet. :)
Ok so now I'm mad that they are singling out some orders to fix/replace and some that they won't based on some arbitrary threshold. I would think that after the number of calls and bad "press" they are getting over this that they would suck it up and fix everyone's not just some. That just makes me mad.
Janet - I understand your pressing of the issue from a principle perspective. I'm just not sure how much longer I'd press the issue. I dunno. They should be replacing everyone's not just some peoples but in the end at least you got the product that was worth what you paid and the mugs were extra. I just don't know what to tell you to do from here on out with them.
After going through my whole order, I also found a cocoa that was dented so I did the live chat on their site. She was very nice and said my cocoa and mug will be shipped by Thursday. I think they handled my problems well but don't like how Janet is being singled out. that is wrong!!
I actually like the mugs :rotfl: They are great for a BIG cup of coffee and oatmeal and they hold a whole can of soup so I have one at home and took one to work.Quote:
Originally Posted by jnorth1007
You are absolutely entitled to them and I wouldn't settle for less. Nor would I expect any less of you.
I am hoping for a free shipping code for all of us for your trouble, Janet :angel:
This is my take: Janet and anyone else who ordered through Boca Java during the time of BOCA JAVA'S ERROR, ordered in good faith. None of them had a crystal ball as to whether or not the price was a mistake. In fact, Janet went overboard to insure her order was priced correctly and gave them every chance to correct it prior to shipping. The mugs were all part of this package, be they "free" or not, so I think they should be replaced for everyone. Nobody should be singled out, and I don't like fingers being pointed at any one individual by this company. They are trying to make it look like their error is someone else's fault. We all know that is not the case.
With that being said, I say "SUCK IT UP, BOCA JAVA!"
I finally recieved my shipment today. I ordered mine way back when this started. I am really pleased with the cocoas. They will look great in a basket with some other stuff. I cannot wait until I can try some tonight. The cups are ugly but will be nice to use.
OK...there are TWO Janets with large orders...I also saved about the same as Janet #1 so that doesn't help the Janet Club!
I had three broken mugs and have not heard back from them...at this point not sure if I want to. I was going to place another order from them but I will wait and see what they do...
I have to agree with Janet. While I understand it's a small business and hte loss was probably a little more to them then expected, that however DOES NOT excuse the very poor customer service some of us received when talking on the phone. The rude behavior is just not accepted as any good customer service. To accuse us of knowing we were frauding the company is just plain wrong. I'm not sure I would order from them again, to me it's not so much about not honoring the order (bc ok they caught itbefore they shipped more out, the ones who did get it got a good deal, I'm not upset I missed out) but the fact that they aren't replacing these defective mugs and the rudeness of some of their employees. IN all honesty no matter how much money they loss are they willing to lose a ton of customers and possible bad press that will spread over this?
Well I guess I'll add my two cents now also. I also placed a large order so I guess I am one of "those" orders. I ordered 12 cocoa sets and 5 coffee sets. I didn't order until the 14th or 15th so I honestly thought the prices were a promotion just to get their product and their name out there. I placed a smaller order earlier that day and then decided to order more. I called customer service that night and had them cancel the original order. I told the customer service person that it was such a good deal, that I decided to place a larger order. WHY did customer service not question my order at that time????
Received my order and 4 of the 12 mugs are broken (2 broken handles and 2 completely smashed). I haven't called them yet. I was going to just let it go. But now after the way they have treated Janet, I am very tempted to call and insist that they replace my mugs also.
Waiting to see if Cindy hears anything else.
ETA: I am also a member of the monthly coffee club. I have already received two shipments. I really like the coffee, but if the matter isn't resolved and SR drops them as a merchant, I will be cancelling my account also.
See that is what I don't get. Your order was bigger than mine was. Why are they deciding to pick on me? Probably because I called to have the mugs replaced. Which I wouldn't have done if there were any that could be used but ALL 10 were broken. They say it was my order that clued them in on the problem so instead of thanking me for saving them from a month of losses they treat me like a criminal. I bet they don't even know the extent of the orders that were at the wrong price. If they think that mine was the biggest and only large one then they have real issues because I know of AT LEAST 3 others on SR alone that were as big or bigger than mine. Funny how they have NO IDEA what is happening in their own company but they need to have a board meeting to discuss replacing my mugs. I think they need a friggin board meeting to discuss hiring a loss prevention manager to help them stay in business. They are in for some rocky times I am afraid.
Sounds like they need their own version of our Cindy!!!Quote:
Originally Posted by jnorth1007
PS DH wants to write to Rush Limbaugh and Sean Hannity because BJ is their newest sponsor!
Sounds like they have their own version of crabby me answering all the phone calls from SR members. LOLQuote:
Originally Posted by ligrumpygirl
Oh, let me write to Rush, I'll tell him his sponsor (whoops) .....but I guess thats for another thread, isn't it.
Oh, don't delete your thread. A lot of people like him, thats ok, I guess I just can't get past all his negative comments about women.Quote:
Originally Posted by sunshinecindy
I tried the Boca Java thing last night. I ordered 3 of the samplers and 4 of the cocoa samplers (the teachers gifts were a great idea). They charged the 24.95 for the first sampler and the rest was free, except for shipping. I was excited. We shall see when it arrives.....
Item(s) Total:
Promo Discount:
Discounts:
Sub-Total:
Shipping:
Total Before Tax:
Sales Tax:
Grand Total:
$134.65
($109.70)
($0.00)
-------
$24.95
$27.55
-------
$52.50
$0.00
-------
$52.50
Looks to me like they never fixed their error. So what does that say about this company?Quote:
Originally Posted by stacyzim
I hate to even post this, but they only sent me half of my order. The didn't include either of the coffee packs that I ordered or 4 cocoa sets (which were only $14 to begin with and even with the discount, I paid 7 for them). It almost looks like they just decided to ship what they thought the "real" value of my credit charge was. So I called and they said that it was a mistake and they will send it all out by Friday. We'll see what happens.
WOW, it looks like they still haven't fixed the error. They are messed up.
Just opened my order - I knew by the condition of the outer carton that it might not be good news. Neither mug was broken in pieces, but there was a huge gouge on the bottom edge of one of them.
The worst, though, was the condition of the boxes inside. The cocoa containers and coffee are OK, but the gift boxes are marred, ripped, and dented. The ribbons were so poorly tied that I just took them off and threw them away.
I took my order paper out of the bottom of the box (the one that says: Greetings from Boca Java. Thank you for your order. We hope to see you again soon). Right above that there was a green sticker that says:
Packed with Care By Team #11
I am in the process of writing them an email to let them know what I think of Team #11's packing skills!!!!!!