From Loyalty to Letdown – Appalling Customer Service
We've been buying green coffee beans from The Coffee Compass for over three years, regularly ordering 10kg at a time. After moving seven months ago, we successfully received an order at our new address.
However, last week, our latest order was mistakenly sent to our previous address. After spotting the mistake, I contacted The Coffee Compass and provided a copy of the delivery notification. In response, I received a phone call from one of their staff, who insisted that we had never informed them of our address change and claimed our previous delivery had only reached us due to a Post Office Redirect, which we had in place for six months. He then demanded a telephone number for our old address.
When I explained that we did not have one, he became angry, accusing me of preventing them from recovering their property:
"We've provided you with all this coffee over the years, and now you can't even be bothered to get me a telephone number."
Shocked by his attitude, I suggested they might be about to lose a loyal customer. His response? "That's fine," then hanging up.
What’s baffling is that if they knew the previous delivery had gone to the wrong address due to a redirect, why did they do nothing to check or update their records before sending another order? Instead, they took payment from our card and let the same mistake happen again.
I have since sent two emails seeking resolution—both ignored.
In the end, we had to recover the parcel ourselves from the wrong address, with no help or apology from them.
The Coffee Compass' lack of professionalism and complete disregard for customer loyalty has left us deeply disappointed. After years of custom, I expected better.
We’ve now found another coffee supplier.