PureGusto Coffee Company - Bolton

John W.

Disappointed by Lack of Transparency and Poor Customer Service

I recently placed my first order with PureGusto Coffee, which included some coffee samples and a starter pack of crisps. Unfortunately, my experience has been disappointing.

Upon receiving my order, I discovered that some of the products had very short shelf lives. Specifically, a box of crisps expired just two weeks after delivery, while the other flavours were set to expire only 30 and 40 days later. I was not informed about the limited expiration dates prior to making my purchase, which feels misleading.

When I reached out to customer service for clarification and a resolution, I was met with an unsatisfactory response. Rather than addressing the issue at hand, the representative focused on disputing the timeline and appeared dismissive of my concerns. Their immediate response was for me to send pictures of crips that I was unable to sell after the expiry date for individual refund. This lack of accountability and transparency in selling short-dated stock is concerning and reflects poorly on the company’s business practices.

I would caution potential customers to be aware of possible issues regarding expiry dates and customer support. I will be seeking alternatives in the future.

(EDIT) - Just to reply to the below response. I’m not looking to engage in a back-and-forth regarding crisps, but I believe it's important to address the inaccuracies in your statements.

Firstly, I did not request £60 of free stock, as you suggested. My request was clearly stated: "I request a more suitable resolution, such as a refund or replacement of the short-dated products with items that have a longer shelf life." The intent was to return the items that I won't be able to sell.

Additionally, the timing of your eventual refund offer—which I don't wish to pursue—was sent after I posted my review, further indicating a lack of understanding of times and dates.

Naveed

I ordered some coffee powders from Puregusto. One of the packets must have popped open under pressure during its time with Parcelforce. Daniel was good enough to replace it without any question and the replacement arrived the next day. Genuinely good customer service is what's needed when things go wrong, and this was 5* service. Thank you!

Adam T.

Constantly sends spam texts even if you tell them not to, and unsubscribe. Never using them again.

Reply to the response: You're still spamming me regardless of unsubscribing. And I never agreed to receiving these messages. Awful use of customer data.

G B.

Sent wrong order, I ordered Zuma chai latte and received Drink Me Chai Latte, didn't get refund even after sending photos and proof of delivery! For some reason they wanted CCTV footage which I do not have!

steve W.

Orders always arrive on time and accurate. On the very odd occasion where there has been a minor problem the issues have been dealt with professionally and swiftly. Makes conducting business easy. Wish all our suppliers were like this!

Matt L. (. L.

I called the company to gather details about their coffee machines, obtain a quote, and explore pricing options. Unfortunately, my experience with the representative left much to be desired. The typical sounding salesman I spoke to had a rather condescending and dismissive tone, which was off-putting from the very beginning.

In a customer-centric industry like selling coffee machines, it's crucial for representatives to strike a balance between expertise and approachability. The salesman I encountered seemed to lack the latter, making the interaction less than pleasant. As a customer, I expect a representative to explain the product and services with a helpful and respectful tone, avoiding any sense of superiority.

Despite the importance of their products, the interaction made it clear that the company might need to reconsider its approach to customer service. In today's challenging business environment, where customer satisfaction plays a pivotal role, maintaining a positive and inclusive communication style is paramount.

Realising that business is not easy nowadays, it would be beneficial for the company to adapt a more customer-friendly approach to ensure customer retention and attract new business. I made the decision to discontinue the call as I felt that I wouldn't want to engage in a transaction with a company that did not value respectful and customer-oriented communication.

In conclusion, I am now considering alternative options, even if they come at a higher cost, as I believe that the overall customer experience is a crucial factor in making a purchase decision.

Fresco G.

We've been buyers for four years and PureGusto deserve the recognition. Their range of products are top quality and turn around time from order to delivery is quick. Will continue to use PureGusto for many years to come.

Tony D.

I have bought coffee beans from a lot of suppliers over the years, what really worked for me was the sample box. I had 6x1kg bags of beans to evaluate and choose my favourite for the next order. Worked for me.
Delivery is prompt and prices competitive.