Their "customer service" number is always busy. There is no way to cancel your membership because they require that members call to cancel. Numerous emails requesting assistance have never been answered.
My enrollment package was supposed to be 6 short pots of coffee, a coffee grinder and a digital camera. The total and, by their advertisment, only cost was to be $9.95 for shipping and handling. I have been charged the $9.95 and received the coffee and the grinder but got a card, not a camera, that said I had to send it in to receive the camera. If I wanted to have it included in my next shipment, then the camera was free. If I wanted to cancel my membership, then another $9.95 would be charged to my card.
To date, I have had $9.95 charged to my card, $4.95 charged to my card (for what, I have no idea), and another $9.95 (hopefully for the camera). It is impossible to reach this company to ask what these charges are or why an additional $9.95 is being charged for the camera that should have been included in the initial enrollment offer.
This company practices deceptive advertising and I caution anyone who is considering enrolling as a member. You are better off enrolling in Gevalia, which has great customer service and never makes any false claims or offers.
The following is the letter that I sent to them via USPS as a registered letter. It is the only way to contact them.
March 1
Smiles Coffee, LLC
8170 S. Eastern Avenue, #4613
Las Vegas, NV 89123
To Whom It May Concern:
The toll free number that you have to access customer service is always busy. Since you insist that your members contact you via phone to cancel memberships, the fact that the number is always busy makes it impossible to do so. I don't even have an account number to reference in this letter. I am including my user name below. My name and address are at the top of this letter.
Username: xxxxxxxxxx
The only alternative I have is to send this letter to you in the traditional formal method. I hereby cancel my membership to SmilesCoffee.com. Do not send any shipment to me. If I do receive any shipments, I will contest the charge and consider the shipment a gift.
I am sending a copy of this letter to my attorney for his files. After checking for complaints about your company online, I found many people with the same problem I have. The customer service (if that's what you want to call it) that you provide for your members is pathetic. I intend to file complaints wherever possible about your company. I not only tried to call but I sent numerous emails requesting assistance but never received even one answer back from you.
Since I am in charge of running three companies and we live by providing excellent customer service, I cannot even imagine how you stay in business!
In the case of SmilesCoffee.com, buyer beware!!!
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