Complaints

• Initial Complaint

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 12/15/2023, I bought a coffeemaker and a few other products from Chemex, it was $156.34 in total. They committed to provide me with the Chettle Kit which contained a glass blown coffee maker, a brushed kettle with natural square filters and a leather coaster. The nature of the dispute is that I never received the package and have not received my money back despite not getting the product. There has been no resolution and I had to tell Chemex to put in a dispute with ***** after notifying them that I didnt receive the package. They are not taking further action to resolve my issue. Order#********** from Chemex and this is the tracking #************ from *****. I would like the product to either be delivered or refunded. Ive attached a picture of where the package was delivered and where it was supposed to be delivered. The blue door is for my apartment #****. The place it was delivered does not look like my apartment area and it does not have the paneling on the walls behind it either, so I have no idea where they delivered it. I talked to my apartment complex management and it was not delivered to their office either

  Business response

  01/09/2024

  We are sorry this customer did not receive the package which was delivered by ******  When purchasing products from our website customers agree to the shipping policies listed, these include packages that are late, lost, stolen and otherwise un-delivered.  This customer stated that the picture showed the package had been delivered to the centralized mailing center at their apartment complex.  However, they were unable to locate the package at that location and the management office did not have it.  Our customer service team did follow the steps to assist in recovering the package for the customer and filing a claim with ****** We will reach out to the customer directly and work together to find a suitable resolution to this issue. 

  Customer response

  01/10/2024

  This company accepted the denied claim from ****** which means that they are not fully doing their part to fix the missing package issue. I cannot press ***** to right this issue, it is the job of the shipper and if they do not dispute the claim with ***** then I am left to just accept my money being taken when I received nothing. That is not right and not the way buying a product from a company works. Why would I want to pay for something that I didnt even receive? 

  Customer response

  01/10/2024

  This company accepted the denied claim from ****** which means that they are not fully doing their part to fix the missing package issue. I cannot press ***** to right this issue, it is the job of the shipper and if they do not dispute the claim with ***** then I am left to just accept my money being taken when I received nothing. That is not right and not the way buying a product from a company works. Why would I want to pay for something that I didnt even receive? 

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