12 June 2012

an e-commerce story with an Italian flavour

this story is from a recent personal experience!

I wanted to try the Lavazza coffee pads at home (and home-office) and therefore last week Sunday evening (June 3rd) I went onto the Lavazza Modo Mio website, registered, picked a nice coffee machine and selected some pads. Then the "problems" began:

  1. despite ordering a €100,- coffee machine you still need to order at least 8 boxes of their coffee pads. Being a good boy I choose all eight various tastes and went on with the ordering; 
  2. the payment step: my credit card was rejected for the payment (strangely enough I used it 15 minutes later to order Nespresso cups without any problems). So I choose Payment at Delivery which is a common payment method in Italy. One I personally do not like (now even less) but I was left no other option; 
  3. For a week I did not hear anything, a mail I send them via the Facebook page was NEVER answered -so far for Social Care- and also no one delivered this nice new shiny Apple-white with Galaxy-silver touched Italian coffee machine to my doorstep, not even an email, nothing. On their website my order status said is was "in progress"; 
  4. On Friday (so 5 days after ordering) I called Lavazza Customer Service in Turin where someone told me they should have contacted me to ask if I really ordered the machine, etc. I asked them why and she explained it was standard procedure to call every client after an order. To me it seems a waste of time and money... Why I did not receive that call, nor email, nor sms she could not really explain me. I told the operator I still would like to have the machine and that she could proceed with delivery; 
  5. Today, 9 days after ordering (that's a lot of cups of coffee later), the TNT delivery guy phoned to know if he would find me at home (bonus points) and he promised me he would be here within a couple of minutes. As he did; 
  6. BUT... he could only accept CASH or cheque *LMAO*, and since I rarely have more then €100,- in my wallet I had to send him off...