I made the mistake of ordering from Doppio Coffee when their website showed 3 units in stock. I paid £685 then refreshed the website; it then showed 2 units in stock.It was only after I had asked multiple times for a delivery date, by email and in phone calls, that Doppio said a “stock count error” had led to my order being cancelled and they would refund.They said the refund would reach my card in 5 working days.It wasn’t received, and they then said they had made a further mistake; apparently they should have said 7 working days.On working day 8 I contacted them again, as the funds had still not been received.Their CEO emailed claiming that I had chosen the payment processor! I interpreted that as him blaming me for the delay!He then wrote that I chose the processor because I opted for a card payment rather than using the Paypal or bank transfer option at the checkout.That’s rubbish. Yes, I chose to pay by card, but I did not choose the payment processor. That firm is a supplier to Doppio, not to me, and chosen by Doppio, not by me. The name of the processor was not shown during the purchase and payment process, so I did not have the opportunity to choose whether or not to use them. I don’t recall ever seeing this information and option on any website checkout process. It later transpired that the processor, Doppio’s supplier, had waited 7 working days before acting upon their refund instructions, and that it will be a further 2-7 working days before I receive the funds.There are multiple issues here:1. Doppio’s failure to manage their website competently, leading me to order an item they claimed erroneously to have in stock.2. Doppio’s failure to respond promptly and effectively to my initial enquiries.3. Doppio’s failure to check with their supplier that my refund had been processed immediately.4. The CEO’s incorrect allegation that I chose the payment processor.5. Doppio’s failure to create and implement an efficient end to end refund process.I asked the CEO how he proposes to compensate me for the distress and wasted time that his company has caused me. He said he will contact me “when the matter has been resolved” to offer compensation. I will update this review once I have received his offer.He did say that he will amend some of their processes.
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Supplies coffee, machines and accessories. Offers barista training and repairs equipment. Includes service information and a product catalogue with online ordering.
