Jacobs Douwe Egberts Omdömen 

Non existent customer service!
I bought a Lor coffee machine direct from JDE that was faulty on arrival.
I was told, send it back, complete( we used coffee to try it) for a refund.
What about the machine I want?
You’ll have to reorder it!
I questioned this and suggested there might be an alternative solution, mentioning customer retention, customer satisfaction etc.
The reply came. I’ve worked here a decade, that’s the process.
Well I’ve been around a lot longer than that and here’s my process. I take my refunded money and I don’t buy machine from JDE.. simples!

Wir haben 4 Profimaschinen in unseren Hotels. Der Service ist nicht erreichbar. Bis Reparaturen erfolgen, kann es schon mal eine Woche dauern. Für Hotels nicht geeignet!

commande passée chez eux livraison prevue le 13/08/24 par DPD commande non livrée j ecris un message la dame me joint par tel et dans la bonne volonté m envoie une remise de 30 pour 100 sur la prochaine commande DPD apres mon appel reprogramme pour le 14/08/24 et la DPD ne livre toujours pas je retel a Jacobs Douwe Egberts FR SAS la personne que j ai eu tel desagreable au maximum je lui dit vais laisser un avis negatif sur TRUSPILOT reponse ne vous genez pas faites le
ben voila l avis negatif est laissé donc evitez Jacobs Douwe Egberts FR SAS etDPD

Buen día estoy interesado en proveerle café robusta desde Panamá me podrá dar un contacto para la conversación. Máximo Rodríguez para servirle. gracias.

REVIEWS ARE BLOCKED ON GOOGLE MAPS. COFFEE IS TASTELESS , STAFF MEMBERS ARE IMPOLITE AND UNPROFESSIONAL, NO TELEPHONE MANNERS. COFFEE IS OVERPRICED HAS NO FLAVOUR MUST ADD 2 - 3 TEASPOONS WHICH IS A RIP OFF WHEN INSTRUCTIONS ON BOTTLE SAYS 1 TEASPOON. SHAME ON YOU'S ROBBING CUSTOMERS IN HARD DIFFICULT TIMES.

My case was resolved. It was just a truly bad way to communicate that two types of coffee were not available, and they provided a replacement for one and compensation for another. Well, so far, there have been no messages from support, but it was resolved, and I have a coffee machine.
ORIGINAL message (for transparency purposes): Unfortunately, there is no way to give zero or negative stars. This company deserves to get no stars. Like many other customers who posted there, I was deceived by a very appealing offer for the coffee machine + 150 capsules. I got confirmation, then an email, that my order was delayed but would be shipped "ASAP." The next day, I got an email saying it was shipped with DPD (it should be Austrian Post), and I guess it never appeared on the DPD tracking system. It was marked as "delivered" and "successfully returned" within an hour. They even provided an instant refund of 4.49 out of 59.99 on PayPal. So, it is an absolute scam. Stay away from Jacobs Douwe Egberts.
It is so stupid, as their coffee machines and capsules are not so bad. I bought it before in a regular store, not an online store.
PS: I also run FakeSpot analysis on their Amazon offer
The result is "D" = very bad. Just an extra 2cc.

Placed an order for Tassimo pods, DE chose Amazon as the courier who then delegated to Royal Mail…..what could possible do wrong!! My order lost in transit. Contacted DE and was told they would refund my order and it would take 5-7 working days to get my money back and they could not resend the order I would have to place again. Just a very poor generic apology. I’m the one who has had the inconvenience trying to track the lost order, contacting DE, placing the order twice and now have to wait for my refund. I think it is time I bought a new coffee machine that doesn’t use DE pods!!

Klantenservice/storingsdienst. Het bleek een week na melding van een storing aan een nieuwe machine die er nog geen 3 dagen staat, dat de storingsmelding niet in hun systeem stond.
Vervolgens zijn ze ook niet genegen om even actie te ondernemen om zsm een monteur te sturen.
Wat een slechte service.

Ordine fatto 8 febbraio. Siamo il 13 marzo 2023. Primi contatti effettuati sia con mail e telefono ma senza conclusione.
Secondo il tracking, la merce è tornata al mittente.
Motivo: indirizzo troppo lungo. Il servizio cliente contattato una settimana fa diceva di averlo corretto.
SOLDI SPESI E NON RIMBORSATI. Inoltre, non si può pagare con paypal…
E infine
DIFFIDATE DEI BUONI SCONTO CHE REGALANO.

Great coffee but not too great to deal with. Customer services do not respond to very simple requests quickly if at all (and if they do respond they never address the query) and phoning them normally takes a long time to get though then get someone who is unable to do anything. Even emailing the Managing Director in the UK does not get any answers. They also seem to get you in giving lots of options of coffee then just remove them from the website with no explainations.

Hice un pedido de cápsulas con promoción, que en teoría estaría entre 2 y 3 días, han pasado ya 7 y sigo sin recibirlo, les he hecho dos reclamaciones y en la primera me dicen que celeritas lo dejara en un punto de recogida, pero ni ellos ni celeritas me indican nada. Una segunda reclamación y ni contestan, no me ha pasado nunca algo tan desastroso en compras por Internet y compré mucho. Espero que me devuelvan el dinero, porque sino reclamaré vía legal.

Am i supposed to remove the flexible seal inside the lid of L'OR coffe jar once ive opened it. As it is far to tight to open all the time. Ive taken it off now but is this the correct procedure, as it wasbputting me of having a cup struggling every time?

Avoid L’or espresso
I ordered a Sublime coffee machine on 5 January, on Monday 8th my account had the order marked as delivered. I called customer services at 10:38 today and was told Amazon had collected this on 6th Jan, so I contacted carrier & they advised me they’d tried to collect but my package was not available. Called customer services again at 14:30 & was told the parcel had been lost within their facility and that I’d have to wait for them to find it and resolve the issue or I need cancel it to get a refund. They did not offer any sort of express delivery or compensation

The fact that they have not replied to a single review on TrustPilot shows they have no respect for their customers

I'm joining everyone else's comments! I had faulty Kenco Duo unsweetened Cappucinos, sent one mail and photos after receiving a reply. Now over a month later nothing! despite follow up emails from me. I hung on to the phone line for over 30 minutes and when it was eventually answered I was cut off. I'm surprised they have any employees or orders.

Haben eine Profi-Maschine (Giro, Kaffeevollautomat) als Unternehmen gemietet. Das System an sich lief in der Probezeit relativ gut. Doch schon nach drei Monaten fingen die Probleme an. Kundenservice oder dass sich jemand kümmert? Fehlanzeige. Kündigung möglich? Ja - mit Vertragsstrafen wird gedroht aber die Kündigung mit Mitteilung einer Rücksendeadresse erfolgt ebenfalls nicht.

12/12/2023:
To this date, the company has continuously failed to communicate with me. They have emailed me telling me that they are not willing to continue any discussions with me and stop emailing them. They told me to raise the complaint with Alternative Dispute Resolution (ADR) bodies who confirmed to me that this company is not part of their scheme. They have shared false information to avoid resolving the complaint.

15/11/2023: Trustpilot has requested to remove all names and do not allow me to expose the appalling CS and criminal offence. Shame!
I have passed my complaint to all emails I can find online and no one has got back to me. They have been reported to Trading Standards for further investigation and court order. Abusive and unresponsible behaviour will be challenged and should NOT be allowed to happen to any other customer.

13/11/2023: Trustpilot has emailed me as on my comment added on 08/11/2023 was stating the names of the CS team, and jde.coffee has flagged my review for containing personal information. Therefore, I had to amend the comment, removing their names and re-post. Trustpilot - you should be allowing customers to expose inappropriate behaviour and verbal abuse!
I have not received the refund and they have not responded to the complaint escalation yet of course. They have stole my money and totally ignored me. PLEASE HELP ME!

08/11/2023: Of course, I never received the order. I have requested for a refund, which has not been given yet.
I have spoken to one of the Consumer Relations Specialist who admitted that
1. The company does not read any reviews as they are not interested, including this one,
2. She refused to give me the senior manager’s contact details as I want to escalate the complaint,
3. She admitted they don't have a complaint process,
4. SHE SWEAR AT ME!! During our phone discussion on the 8th November 2023, she told me to 'F*** o**' when I asked her again to give me the complaints policy. She told me that no one has taken up a complaint further as no one bothers therefore there is no need to have a complaint policy.
Another Consumer Relations Team member has not bothered to respond to me at all.
To all reading this feedback, as no one reads this, I am advising you NOT to order anything from this company as they do not care at all. If you do, I am wishing you good luck!
I have made an official complaint to the regulator and public/social media, requesting the order refund, an apology from Consumer Relations Specialist on her swearing, and a compensation. This is a joke company!!

04/11/2023 : order still not delivered and no response to my complaint to L'OR. Please provide contact details of senior management as your conduct is totally unacceptable.

Awful company and services. Where is the customer services? No one to talk to complaints as they never deliver orders. I have raised a complaint and will follow it until I get a response.
Never buy a L'Or as you will never be drinking coffee.
Do not be tempted by their promotions; you will be very disappointed!!

Do not buy form this company. In mid September I ordered a bundle offer which was first delayed with no explanation, then after chasing for an update I had to wait again and then failed to be delivered again. Total waste of time and bad customer service. I wish I checked reviews like this one before ordering.. Stay clear from L'Or Espresso / JACOBS DOUWE EGBERTS.

Had to put a star to leave feedback!!!
DO NOT BUY FROM THIS COMPANY
They take your money mess you around for a few
weeks. Then OH No its been lost in transit!!!
No replacement sent. I am Surprised this company is
not bankrupt with all the lost parcels.

12/09/2023 – I ordered the L’Or Barista Sublime Bundle – Piano Noir online via the official website. On the UK order confirmation email it was stated that ‘You will receive an E-mail or/and a SMS message including the track & trace link within 1-3 business days after you placed the order’.

14/09 – I received an email stating that the company was facing a delay with the delivery of the order.

15/09 – I received an email stating that ‘surge in orders has led to a slight delay in delivering some orders, including yours’. No date provided about when the product will be delivered.

18/09 – I received an email stating that the order has been shipped. What happened was that only the label created.

I complained about the situation and I was received a reply from Andrew, Customer Relations Team of Jacobs Douwe Egberts GB Ltd, with apologies and £10 voucher that I could spend only on full priced items and not discounted ones.

28/09 – Shipping label cancelled by Amazon Shipping and on 2/10 the product returned to seller because it was ‘undeliverable’.

2/10 – I received an email stating ‘We have been told by our logistics partner, Amazon Shipping, about a system failure in their delivery network causing multiple parcels, including yours, to be delayed or lost. It is likely that due to these unforeseen circumstances outside of our control if your order has not yet been delivered, it will not be delivered. As this situation is unique and we cannot guarantee your delivery, we have taken the step to refund your order. You do not need to contact us, your refund will be processed automatically and will be visible in the original payment method in the next 3-5 business days.’

It is my worst experience ever and I am not going to buy any more products from Jacobs Douwe Egberts GB Ltd. Not buts no ifs.