Jacobs Douwe Egberts Reviews 88

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!!

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.

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.

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.

I have ordered a L'OR BARISTA SUBLIME BUNDLE on 21/09.
It seemed to be a good offer, good bundle to change from Dolce Gusto.
Everything was fine until my parcel has been returned to sender because it was incorrectly addresses.
I have sent L'OR Customer Service an email, no response.
After calling L'OR Customer Service today they have confirmed my address. It was correct.
Obviously they have ran out of products because they couldn't send me a replacement, but refunded me instead. I'm still waiting for my funds.

I will keep buying the competitors products and tell my friends and family to do the same. This is how you lose customers. I will never buy your products.

This is no star review. This company are scammers. You will not recieve goods, please make sure you are refunded and don't buy l'or coffee again. Your order will be cancelled after weeks of waiting and several nonsense emails regarding tracking and dispatch notifications.
At best this is cynical marketing although it is only generating negitive press as you can see from the review on this site. I wish I had read these reviews prior to ordering, would have saved time and money. Disgusted by them.

AVOID! Ordered loads of pods from here. Got an email saying Amazon had delivered them, nothing was delivered. Troyes to call them and the phone lines weren’t in use. Emailed and had no response. Seriously don’t purchase from here. I wasted at least £40.

No way of contacting them - phone line been down for approximately a week. The freephone states temporary glitch, main office just cuts off and no response to email
Have they gone busy?

We purchased a new nespresso machine along with a large quantity of JDE L'or capsules. We have had a great deal of trouble with one of the coffee capsules not seating correctly in the machine and we contacted JDE about the problem. We supplied all deatils including photographs etc. No one month on and absolutley no response other than " we are awaiting a response from management" !!!
Useless.

First delivery by Amazon Shipping said delivered but not received and they then admitted not delivered, refund given, countless emails not responded to.
Decided to re order and Amazon shipping said delivery attempted twice , was in both times and then a third attempt said refused by customer , again not true .
This was a week ago , no sign of an email or refund .
Will buy by pods directly from the supermarket in future .
Awful customer service just makes the matter worse .

Two requests from you about your products and order when I didn’t receive anything from you order date 3rd of may 17days later still nothing yet you send two me review requests on stock I never received STRANGE company NO apology from you about not receiving what I ordered nothing why ask me to review stock I didn’t receive seriously I wouldn’t give you I star if I had my way you spend thousands on advertising but you cant even complete a customers order strange business advertising a product that customers don’t receive

Purchased a machine and 150 pods on 6 April, but the delivery company, Evri, lost them in transit. Contacted L'Or via email several times and received a standard response to each (asking for the address and order number - both already provided in my email subject line!) and still no coffee machine, pods or refund 5 weeks later.

L'Or - you know who I am and how to contact me, so do the right thing (just in case you've lost it again, the order number is L1100168290...).

I sent my coffee machine back as it wasn't as good as I thought. It was unused and I have waited since March for my refund but have had no response at all. Appalling customer care