Illy Caffe North America

The business has responded. Please see below:
[redacted] placed an order with illy caffe on Friday [redacted] for ground shipping which usually takes 7-10 business days. At that time,...

her credit card was authorized (not charged). Our warehouse was closed Saturday the [redacted] and Sunday the [redacted]. Because she did not get an order confirmation, she emailed our customer care department for status of the order. Per our phone logs, the customer called on Monday [redacted] and spoke to one of our representatives. At that time she was told we were unable to ship the item and requested the order be canceled. The order was canceled on [redacted] per the customers request. The representative told [redacted] that her card was not charged but just a pending authorization until the order ships. Because the order was canceled, she would not be charged and the authorization would be removed. [redacted]'s bank can verify this was done. Illy caffe did not charge the customers credit card and no monies were collected by illy caffe.

The business has responded.  Please see below:Complainant began emailing me on July **, 2015, stating that I had agreed to send her 2 replacement machines. I have not been in communication with this individual. No information regarding this individual resides in our database. In 2009...

and 2010 we recieved similar complaints from a similar profile. Sending emails to me directly as if we had been communicating. This claim was that an assistant had returned two machines to us for exchange. No legitimate proof of purchase or proof of delivery was provided. Nor were the machines located in our warehouse. We handle one year warranty exchanges on company manufactured espresso machines on a regular basis. The transaction requires clearly documented proof of purchase from an illy approved vendor. The receipt must be clearly dated with vendor product code and price paid at purchase.

Review: I placed an order number on December [redacted], 2015. According to their website, with ground shipping this order would arrive before Christmas. After completing payment I was given an order number, luckily I took a screen shot of this for my records. My card was immediately charged $354.78 for the machine. Several hours later on the [redacted] I had not received confirmation, shipping details, etc. from the company. Considering this a large amount of money and my purchase was a gift I sent an email inquiring about a confirmation/receipt and also shipping info. I was told it was not available and emails were delayed due to a high volume of orders, I responded back making it clear I needed to know when it would be available as this was a gift and I didn't select rush shipping because their website claimed orders received by 11am on the [redacted] would ship by Christmas with ground. I was given a response that they would check with their warehouse and get back to me. I've since sent three emails to the company on this order, and even called and spoke someone who gave me the same run around. I requested cancellation of the order at this point and was told if it was already in processing I would have to return it, but they don't know the status of my order and would call me back to either cancel or give me shipping info. I still have not received any response as to the status of the order and felt it necessary to escalate the matter to the Revdex.com. The fact that I spent a significant amount of money with this company and there is no information regarding my order even as little a receipt is very concerning. If I hadn't of saved the order number that was given on the payment screen I feel I would have just completely lost close to $400 dollars. So disappointing as this was a special gift for someone, I expected better from such an established company.Desired Settlement: Confirmation that my purchase will arrive by the [redacted] in time for the holidays, if not I want a full refund!

Business

Response:

The business has responded. Please see below:[redacted] placed an order with illy caffe on Friday [redacted] for ground shipping which usually takes 7-10 business days. At that time, her credit card was authorized (not charged). Our warehouse was closed Saturday the [redacted] and Sunday the [redacted]. Because she did not get an order confirmation, she emailed our customer care department for status of the order. Per our phone logs, the customer called on Monday [redacted] and spoke to one of our representatives. At that time she was told we were unable to ship the item and requested the order be canceled. The order was canceled on [redacted] per the customers request. The representative told [redacted] that her card was not charged but just a pending authorization until the order ships. Because the order was canceled, she would not be charged and the authorization would be removed. [redacted]'s bank can verify this was done. Illy caffe did not charge the customers credit card and no monies were collected by illy caffe.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely,

Review: I have been waiting numerous months for two machines replaced under warranty

Vanessa was helping me and then I was directed to the executive office who advised they would resolve this for me and now I can't get a response after many follow up attemptsDesired Settlement: I would like the two machines replaced as we were told hey would be

Business

Response:

The business has responded. Please see below:Complainant began emailing me on July **, 2015, stating that I had agreed to send her 2 replacement machines. I have not been in communication with this individual. No information regarding this individual resides in our database. In 2009 and 2010 we recieved similar complaints from a similar profile. Sending emails to me directly as if we had been communicating. This claim was that an assistant had returned two machines to us for exchange. No legitimate proof of purchase or proof of delivery was provided. Nor were the machines located in our warehouse. We handle one year warranty exchanges on company manufactured espresso machines on a regular basis. The transaction requires clearly documented proof of purchase from an illy approved vendor. The receipt must be clearly dated with vendor product code and price paid at purchase.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

We were working with Vanessa who was previously helping us and then were directed to Sophia (sp?) who advised she would help uswe emailed Sophia who advised she would help and many other people and never heard back. We have RMA [redacted] and RMA [redacted] if this means anything or helps but we have this down as pertaining to these two machines. We emailed Vanessa as she was the last person to assist us and we believe the one to have been to shipped these to us and never did. Please just advise whom we need to speak to or contact to have this resolved. We have reached out many times and just don't know who or what we need to do now. We were last told our machines would not be repaired and would be replaced.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Order Number: [redacted]

Placed on June * 2015

Never received the product

Contacted costomer service several times, was told that I would receive refund.

So far, more than a month passed, no refund made.

Requesting to refund in amount of $232 to original payment ASAP.Desired Settlement: Requesting to refund in amount of $232 to the original payment ASAP.

Business

Response:

The business has responded. Please see below:A refund was processed and pushed through on 7/**/2015. Customer should contact his bank for verification. Customer was refunded $232.00 which is the cost paid for the machine.