A you may know from this post I cancelled my espresso machine order with My Espresso Ltd, because they screwed up.
First they said it had been despatched, then they said no, it hadn’t, but it would be that day, followed by oops, we don’t actually have any stock of this machine – despite, at no point, flagging the item as out of stock on their website.
So, seriously pissed off, I cancelled my order on June 16 (and subsequently ordered the same machine for less elsewhere), giving them 10 days to refund my money – £315.00 – or I would recover it through the courts. To date, they haven’t done so. And if you think going into threat mode so soon is a bit OTT, they had already failed to respond to three emails and a cancellation message on their online contact form. It need never have come to that. I was willing, initially, to buy a more expensive machine. They knew that and still couldn’t be bothered replying to that particular email.
Card companies say it can take up to 10 days to process a refund but the reality, as I know from experience, is that it normally takes 2-3 days for a debit card refund.
So, back to me – this morning I’ve faxed another letter to My Espresso, pointing out that I’m still waiting for my money, that if it’s not in my account by the close of business on Monday, June 28, I shall sue for its recovery (plus my costs). Over the weekend, I shall complete the online court forms, ready for submission, without delay, on Tuesday morning.
I also intend, more or less immediately, to complain to Coventry Trading Standards (My Espresso are based in Coventry). I say more or less immediately because you can no longer contact Trading Standards directly (unless you already have a contact), you have to go through an organisation called Consumer Direct which slows things down considerably. I’ve filled in and submitted their online form.
Intriguingly, I can find no reports of problems with My Espresso on Google (except for my previous post), despite my experience and a comment on the previous post from another customer who can’t get any response from them regarding the failure of her still-in-warranty Rancilio Sylvia espresso machine.
I’m finding it hard to believe that only two of us are having such problems with My Espresso. Such piss-poor service is usually systemic and, even if it’s not, there is always someone who will post a complaint online about the best of companies – I find it odd to come up totally blank (and not just on Google, but on coffee forums, though as these have a pronounced US bias, maybe it’s not so strange).
So, does anyone else out there want to tell us all their My Espresso tales of woe? I can guarantee anonymity if you wish… All I ask is that you mind your language, and are not libellous.
Note for WordPress staff – in the event of a complaint from My Espresso Ltd, be advised that there is nothing in this post, or my previous one, that is not verifiably true.
Note: The opinions expressed in the comments are purely those of the contributors.