GUSTATORY Avis 

Réponse de GUSTATORY

Actualisé le 6 févr. 2023

Hi Fiky, thanks for your feedback on your subscription, sorry to hear of your decision in moving this to Trustpilot.

As mentioned via our direct communication, we apologise in this instance as a simple human error took place in wrongly packing your subscription. With us packing thousands of subscriptions every month, this rarely happens, but was our very honest mistake.

To rectify, we looked into your subscription and we had in fact sent you one bag instead of the three you paid for, with the second included actually our complimentary bag as a warm welcome - sorry to hear this wasn't kindly received. Of the two therefore received, one was filter roasted (Gringo) and the other omni roasted (Kiss The Hippo), and therefore both perfectly usable for filter brewing methods. Further, as you should have normarily received your three bags, as paid for, plus our complimentary bag to make four, we provided an instant refund on the two bags not received in addition to correcting the issue that led to the human packing error. As such, all future deliveries are now to be correct.

As a highly customer focused family business, we kindly ask if you may reconsider this review to be a truer reflection of the experience had with us. We hope you enjoy your latest coffee delivery! Thank you

Réponse de GUSTATORY

6 févr. 2023

Thank you very much, we're glad to hear! Hope you enjoy your next coffees!

Réponse de GUSTATORY

24 déc. 2022

Hi Mangala,

We're very sorry to see this one star review. We have also emailed you directly so that we can work through your delivery.

All marketplace orders are dispatched directly from our brands and partners in question and so we can certainly get in contact with the brand on your behalf to chase delivery. We can see that this was fulfilled on December 14th, however what with all the Royal Mail postal strikes, please do expect longer than usual delays with their backlogs since November. The strikes are affecting DHL, DPD, FedEx etc too.

We'll let Prana Chai know this hasn't yet arrived, though online companies are seeing some deliveries take up to 2-3 weeks at the moment. Hopefully it should be with you shortly. Unfortunately we don't think the courier would contact you to let you know of a delay as the parcel is simply in the postal network being processed, plus we believe Prana Chai wouldn't have sent this by tracked delivery.

If anything, please do let us know.

Réponse de GUSTATORY

Actualisé le 8 oct. 2022

Hi Ewan, thanks for your honest review, sorry to hear you've had issues with our deliveries.

As mentioned in our direct correspondance to one another, we are not sure why your local Royal Mail delivery depot and service would be falsifying deliveries that they say have been delivered if the parcels have not. We send out thousands of parcels every month and we only have a handful of delayed post, with almost all thought to be 'lost' always arriving, albeit later in the month - we feel a rate of a near perfect 100% successful deliveries is a very reliable service given other services' operations. We do keep a record of all delayed post each month, monitor this, and know this to be true, but do always offer replacements to those affected with delays given the nature of coffee being a fresh product. This was the case on the other occasion you have let us know this has happened, in which you received a second delivery from us.

As per our latest email, given this has happened with your postal deliveries on another previous occasion, it sounds like it might be an issue with your local Royal Mail depot and might be something you may wish to raise with your local delivery person when you next see them as they will know more about any local situation than us - unfortunately we are neither Royal Mail nor are local to your area and are therefore third party in terms of knowledge to any local issues. We have offered to call Royal Mail to remedy the delivery of the parcel that they have in their possession, and like last time, will be able to send you replacements once we know more. There must be a reason why you've not received the two coffee deliveries as normal like everyone else, however, on both times Royal Mail's GPS tracking does say they've visited your street on the date of the delivery.

Thank you also for your honest feedback on the website, we value everyone's opinions and will be sure to share your experience around the wider design team.

We do hope your delivery arrives as soon as possible, and if not, you'll be receiving the replacements as per our standard procedure. As a family business, we strive to go above and beyond with all our customers, as kindly reflected in all our other Trustpilot feedback, but given the nature of this situation, we'll be able to be in touch once we hear more from Royal Mail. Given the recent Royal Mail strikes, this might also be a case of being affected by a backlog of some kind, but at the time of replying to this review, we don't know until Monday when we call Royal Mail. Hope this all helps!

GUSTATORY

Réponse de GUSTATORY

12 sept. 2022

Hi Oleksandr,

Thank you for your message. Sorry to hear of your feedback and that we haven't yet managed to reply so quickly to your latest email to us.

As mentioned in our latest reply, we subsidise all our international shipments and try our hardest to provide as discounted shipment prices as possible. Unfortunately with the increasing prices of couriers with their own chargeable prices to their clients reflective of realtime fuel prices (and etc), as well as yourself being located in the EU compared to us in the UK, the cost has undoubtedly increased for all online businesses over time. We're sorry to hear you feel our prices are still too expensive, though shopping internationally will undoubtedly always be more expensive than shopping locally no matter how much we're able to subsidise shipping costs.

In terms of import taxes, we'd advise to check a website's delivery pages if shopping internationally, within which we've tried to advertise the effects of EU's new laws in 2021 (irrespective of Brexit) as clearly as possible. Very sorry these were missed, though as we've no control over your local customs officers, we can't guarantee when or how often you'll be charged these.

Hope this helps, please do let us know if we can help any further, and do hope you enjoy your most recent delivery.