Jeanetta's dashboard

Dear Alex,

Thank you for contacting Boca Java—we appreciate your feedback. I would like to apologize for any frustrations you may have experienced with our company. Please be advised that the 25% off offer for all teas is only available for a limited time and we cannot guarantee that this offer will be available at the time of your next shipment; therefore, we advise all customers to place their orders while this offer is listed on our site. If you have any further questions or concerns, please feel free to contact customer service at 888.262.2528 Monday-Friday 8:30am-5:30pm ET.

Thank you very much for speaking with us today and providing us with valuable feedback. We want to let you know that you should look for an email about 10 days before your home delivery service order will process. It will contain the subject line "Boca Java account management: delivery reminder." Also, if you find that you are not receiving email from us you can add email@info.bocajava.com to your address book.

We understand that you feel we’ve done you wrong, Mr. Stern. But in looking at your records, you’ve joined and canceled many times over the years, and each time you joined, you would have had to check a box that says “Please check to indicate that you agree with the Terms and Conditions for joining our Home Delivery Service—otherwise you would not have been able to submit your order. We do this so our customers understand how the program works completely before they join.

As far as dealing with our customer service department, we are committed to delivering the best possible experience for our customers. While no one is perfect, aside from our coffee, serving our customers well is extremely important to us. Each representative notates every call they handle, and in looking at your records, all calls were handled by the book. We cancel an account if all the terms that were accepted by the customer were met when taking a promotion, but if the terms that were accepted by the customer are not been met, there may be a deactivation fee, and that is clearly stated in the terms. Our products and services have earned us an A rating with the Better Business Bureau. We take that rating very seriously and would never do anything to jeopardize it.

In looking at your situation, it might be that the Home Delivery Service is not the best option for you. It may be more convenient and satisfying to you to purchase at your leisure—whenever you need/want coffee, instead of scheduled deliveries. We want you to continue to enjoy our coffee...we’re passionate about it and we want all of our customers to enjoy it as much as we do.

Thanks very much for using Get Satisfaction to air your opinion, Stanley. It’s an important tool we use to understand and better serve our customers

We are looking into bringing in more varieties of cocoa and chai into our selection. Sugar-free is definitely an option that we are looking into; I will inform you as soon as we make a decision!

Thank you for allowing us to serve!

Boca Java

While we understand this customer’s frustration with being unable to cancel their Home Delivery Service membership via email, that policy is in place for a very good reason, and it is clearly stated on our ‘Contact Us’ page that you are unable to do so. Customers are unable to cancel through email for security purposes—to protect our customers’ information. We have to ensure customer identity so that no one else can manipulate or abuse a customer’s service or information.

The customer’s account cancellation was done strictly in accordance with our return policy that is located in several places on our site. The customer was given a $25 store credit, as per our policy, as clearly indicated in their customer record.

Again, we do understand the customer’s frustration; however, every internet retailer, and indeed every retailer in general, has a return policy by which they have to adhere.

We are truly disappointed that this customer feels our company is a “ripoff,” because we are actually an A-rated company with the Better Business Bureau and we take that very seriously so that we maintain the utmost of integrity as a retailer. As we routinely advise all consumers, it is very important to read all terms and conditions of any offer, whether it’s on our site or elsewhere, to make sure you understand how specifics of any promotion before accepting it.

We truly apologize if this unsatisfied customer is leaving us with a negative opinion—but we thank her for her prior business and also for using Get Satisfaction to air her complaint. Whether we receive positive or negative feedback, it is a tool by which we can improve our service and offer the best of shopping experiences.