My parents purchased a Saeco coffee machine from Ira Wood & Sons as an anniversary present for my husband and I on April 11, 2010. The cost for the unit is $1, 000 plus S&H. It was delivered quickly but had a large scratch on the front.
I tried to contact the company but their phone system was defective. Every time you entered an option, it returned to the main menu. I then tried to send costumer service emails (don't ever waste your time doing that!) and even contacted the live chat twice and both times was assured that someone would get back to me. Finally, after 6 days, I tried calling again and reached Matt, a customer service rep. He told me that I needed to send in some pictures of the damage.
I emailed photos right away and had to wait 3 business days until my request was "reviewed". I was then finally allowed to send them back the unit for an exchange. On May 7th, I received the new machine. It was in worse condition. It was stained, broken, cracked, and scratched in many places. I immediately contacted Matt, both by phone and email, and attached photos since I knew they would be required. At this point, I was asking for a full refund to my parents. I didn't hear back from Matt until May 10th. He sent me an email (even though he has my phone number) telling me to contact Saeco directly. I knew that Saeco does not handle new product claims but did so anyway.
Darlene at Saeco was very surprised to have me contact her. She re-affirmed that all claims for new products must go through the dealer (Ira Wood & Sons). She asked me to forward her both the pictures and the email from Matt.
Less than 30 mins. later, I received another email from Matt stating that my claim would be "reviewed" and that he would let me know asap.
It is now May 13, and no news from Matt...
This is the worst company I have ever dealt with. They have absolutely no customer service skills. I would strongly recommend staying away from them. If you order a product and something goes wrong, don't expect any apologies or any help from them. In their minds, they did you a favor by selling it to you in the first place...
Danielle Sweet

I bought several light "travelers" coffee cups from them and they jacked me on the shipping, when I tried to cancel they wanted to charge me $22! I know I am a soldier in Iraq, but it doesn't cost $37 to ship three coffee cups. I tried to contact a manager, but they have no contact info for anyone except sales and customer service, who basicially told me "oh well".

I mean this truly, I think this is BS and they are charging me for express but shipping it Parcel and pocketing the extra $27. I'll see when the box gets here what the actual shipping is.

Here is my original email and their reply:

From: James D

Posted At: Thursday, May 28, 2009

Subject: Fw: Ira Wood & Sons, Inc.: Quote Only #7487

Hi, I made an order last evening, and was told the items were shipping USPS as I preferred. I wasn't given the postage cost, or I would have immediately cancelled the order, as $37 is a ridiculous amount for "Parcel Post" postage for three coffee cups (two plastic and one steel). After I got the "quote" email, I quickly replied asking if the postage rate was correct or was I charged for "express", as $37 is the USPS rate for express, according to their website. I never got a response.

At my earliest time possible (I am a soldier in Iraq) I came over to the telephone trailer and called and tried to cancel, but the girl said it already shipped, and canceling now would cost $21! So there is nothing I can do and have to swallow the $37.

I am on my 3rd tour in Iraq and know for a fact that it doesn't cost $37 to ship three items with a combined weight of 1lb to an APO address. I went to USPS.com and did my own postage quote, and from your zip code to my zip code, for 1-5 lbs Parcel Post, the postage cost was $10. That is what I was expecting to be charged, and that is what is on their site!

The salesgirl told me you simply charge what USPS quotes, and you don't have a shipping department to do correct postage. I am not one to tell people how to run their business, but I feel like this arrangement you have with the USPS is royally screwing me. I can guarantee you that when that box arrives it is going to have a $10 stamp on it.

I once mailed a 75 lb footlocker from North Carolina to Iraq and the postage was only $22, so how do you (& the USPS) justify charging me $37 for three coffee cups? I thought this might be an error, but the girl said that is what she was quoted, so she put it on the bill. I swear, if she had told me that, I would have cancelled the order right there, as I wouldn't want to pay that much.

Thank you for your time,

James D

Here is their reply:

---------------

James, This is W**** in Sales Support here at Ira Woods and the girl you spoke with ***** was just relaying to you the price given to her. I understand and see where that seems a bit high. I can assure while there is nothing I can do as we must charge what we are quoted.

I can assure that the cost of the shipping on these items will be off set in savings on future orders. I am very sorry of any inconvenience and look forward to doing business with you in the future. J**** will gladly help you in the future and ask her to speak with me on any order you are looking to place so I am personally review it and give you our best possible price.

Thank you for your understanding in this matter.

W*****
--------------&nb

Next email:

W****, no offense, but I really don't see myself buying anything else from your company if I am going to get jacked on shipping, when I can go to Amazon and buy the exact same item for the exact same price and get charged the "actual" shipping price instead of some outlandish "quote" from USPS. On Amazon the three cups would ship for $12. You are charing me $37.

What if USPS "quoted" you $50? $75? Do you guys actually look at what they are quoting or blindly go along, since you aren't actually the ones paying it?

Also, the only question I have it, did the girl actually CALL the USPS, or did she go to the website for a quote? The thing you are ignoring from my previous email is; when I went to USPS and put in the info, I got a quote of $10, from your zip to my zip, parcel post, under 5 lbs. So where did she get that $37 quote from? No offense to J*****, but she told me there was nothing she could do, which is why I emailed you.

Again, put yourself in my shoes. You are talking about "future orders", but if you had to pay an "express" rate of $37 to mail three coffee cups, when you looked it up and saw it was only around $10, would YOU place and future orders?

Thanks for the email, but can you give me the email address of someone in management? Your website only has sales and customer service. I am hoping to send my concern to someone higher up, as I'm sure they would want to know my concern.
Thanks,

James-------
Latest email:
Good morning James. W***** is the Sales Manager. Outside of him the next person up is the owner of the company and I’m not sure how to get in touch with him. He just comes in from time to time to make sure things are running smoothly. W***** was out of the office Friday and Saturday so you may hear from him today. If it takes a little while for him to get back to you I apologize. He’s a very busy guy.

J**