Customer Service Lacking?

[xmelinda]

My sister sent me a gift from Adagio, a box of Red Blooms. While it looks lovely, it makes horrible tea. I brewed it as suggested, boiling water, steep for 5 minutes, and the result was extremely weak, cloudy, perfumy, and undrinkable.

I was *very* disappointed that when I wrote to Adagio about this problem, explaining that I was appalled that my sister had spent so much money on such a bad product, the response I got back was:

"The display teas have gained popularity in the last few years,
but I'm sorry to hear you did not enjoy them."

Look, I'm not trying to scam Adagio out of anything, but that's really not the way to keep customers. I was not trying to make small talk, I was trying to complain about an overpriced crummy product. I know tea. I am a tea enthusiast. I used to be a tea seller. This nonchalant "so what" attitude alerts me to never throw my money away on Adagio's products, and to tell everyone I know to avoid them.

Melinda

[Marlene]

It is too bad that you didn't like the tea. I'm actually rather fond of the red bloom display tea. Perhaps you and I can do an exchange? I'll send you some tea I think you'll like, and if you do, send me the red bloom!
E-mail e at everythingelesewastaken@yahoo.com
Marlene

[rhpot1991]

Sorry you didn't like your tea. Adagio doesn't take kindly to people trying to get something out of them. So if they think you are trying to get something for your troubles then you are barking up the wrong tree. Adagio has great customer service and will do anything to make it up to you if there was an error on their part (and will normally make up for shipping problems too). Just check out their bizrate rating.

In all honesty they cannot just take your tea back if you didn't like it, its has no value to them as they cannot resell it. Once they take your tea back whats to stop me from *BOO* about each tea that I get just so I can get some free tea? Most people are happy with their dealings with adagio and people have different tastes so it is just impossible to offer any sort of compensation without having everyone take advantage of it. You already have someone willing to trade you for it, be glad that adagio provides this message board and will not censor your post.

-John

[Marlene]

Whoa John! Sounds like you need a cuppa!

[TeaFanatic]

To add on, adagio works very hard to provide great teas at a reasonable price. Just compare prices to any other company and I almost guarantee the prices at adagio will be cheaper.

Also, adagio works very hard to provide great tasting teas. They will not sell a tea that they would not personally drink everyday. Perhaps red bloom just does not suit your taste, but by your description, it does not sound like it was made properly, as I have never experienced it as a cloudy OR perfumy tea. I really enjoyed the tea.

Just my experience.

[ilya]

Xmelinda,

Again I am sorry to hear that you did not like the display teas. We always strive to sell good quality products, but occasionally someone's tastes do not match ours. We usually go out of our way to make sure our customers are happy with our teas, and if the fault was ours, we would have gladly issued you a refund.

[garden gal]

I think it probably is a taste or steeping issue. I gave several of the display teas out as Valentine's gifts and a friend used them for a tea party of 24. There was not one complaint but many, many compliments and requests of where to get them.
Personally, I don't care berry blues but I bought it because it had a great ratings. I think I made it right- just not my thing. It's not adagio's fault though. I don't think I particularly like fruit teas warm is the conclusion I come to.

[teaspoon]

I've never had a tea go cloudy on me, so I don't really know what would cause that, but it sounds like it is possible that the particular ball of red bloom that you tried was somehow defective. Maybe there was too much tea dust in the ball when it was made. Or maybe it was a random old packet. In any case, that's certainly not common for adagio. Specific to the red bloom, while it may not be my favorite, my boyfriend and my dad both love it, so it's not that it's just straight up a bad tea. Did you try it again, to see if the quality was poor throughout the box? Or did you form your entire opinion based upon one serving?

The only regular jobs I've had so far in life have been in retail and food service, so believe me when I say that I have a little practical knowledge of customer service (which I'm sure you share, as you were once a tea seller). While you want the customer to be happy, and you want to bend over backwards to fix things that are definitely wrong, there are limits to what a company/restaurant/shop can do to satisfy requests. When they have no proof of your claim, they can't know whether you're trying to scam them or not, however pure your intentions may be.

That said, I'm not sure I understand what you expected. You say you wrote simply to complain. What response did you want? If you weren't asking for anything, then there's not much else they can say. No company is going to say "Yeah, you're right, that product that we sell is crappy and overpriced." Especially not adagio, who I do not find to be overpriced (I'm used to cringing as I sell $20/oz teas to unsuspecting tourists). And I'm not quite sure what you expected to accomplish by posting your complaint here, saying that you will not recommend adagio to anyone. Clearly the regulars on this board are adagio fans, so not only are we going to support our favorite tea company, but we are not going to be swayed by one unsatisfied customer. Hasn't worked before, isn't going to work this time. So I honestly ask you, what is your goal here?

~teaspoon

[rhpot1991]

I have ordered pleanty of teas before that I have not liked. Now I do complain about them to others, but I do not go emailing the company who made them yelling about it. If you bought a box of cerial from the super market would you expect them to take it back if you didn't like it? Would you expect General Mills to do something about your taste buds? Adagio does more than any other tea company that I have seen, they have user ratings on all their products and this forum which you can read about their products and other companies products (both uncensored). Honestly what more do you want?

-John

[Jing Cha]

My sister sent me a gift from Adagio, a box of Red Blooms. While it looks lovely, it makes horrible tea. I brewed it as suggested, boiling water, steep for 5 minutes, and the result was extremely weak, cloudy, perfumy, and undrinkable.

I was *very* disappointed that when I wrote to Adagio about this problem, explaining that I was appalled that my sister had spent so much money on such a bad product, the response I got back was:

"The display teas have gained popularity in the last few years,
but I'm sorry to hear you did not enjoy them."

Look, I'm not trying to scam Adagio out of anything, but that's really not the way to keep customers. I was not trying to make small talk, I was trying to complain about an overpriced crummy product. I know tea. I am a tea enthusiast. I used to be a tea seller. This nonchalant "so what" attitude alerts me to never throw my money away on Adagio's products, and to tell everyone I know to avoid them.

Melinda

Melinda,

I too am very sorry the red bloom display tea was not to your liking. I also find it sad that you found the customer service response lacking when you took the time to contribute your feedback concerning the tea.

The way John posted here in response to your concern is sad, also. You deserve to be shown a little more respect and empathy, not to mention a true understanding of your experience.

First of all, while $10 for 10 blooms may seem like a high price, many display teas retail for much, much more out there. I paid almost $35 for a handful of Perle De Feu display teas from Le Palais de The. At best, the tea these blooms made was mediocre.
They were quite pretty, though!

Under FAQ, About My Odor, on the Adagio website as of February 20, 2006:

We want you to be happy with all the items you ordered, and will gladly accept back any item that was purchased within 30 days of receipt that you do not wish to keep. Unfortunately, we do not cover the cost of shipping the unwanted items back to us. Please mail these to:

Adagio Teas - Returns
1500 Main Avenue
Clifton, NJ 07011

We will gladly assist you with an exchange or refund of these items. Please let us know which you would prefer by dropping a note in the package.

Please remember that Adagio does not purport to be a specialty high-end tea purveyor intent on satisfying the most discriminating palates at any cost. Their offerings are directed toward a wide audience, many of whom are experiencing loose-leaf tea for the first time. As such, they offer quality and freshness and packaging and service and value that is far superior to your typical supermarket offering if not the majority of the over 100 online tea retailers out there.

It is tough being a popular, highly-visible e-commerce leader. A lot of customers do whine and complain and try to squeeze free this or refund that out of the company. Clearly, you are not intending to do this and it is offensive to you to be lumped into such a grouping.

Yes, it would have been nicer if Adagio seemed a bit more concerned in their response to you or seemed more eager to honor their stated online return/exchange policy. But I don't think they truly have a, "so what," attitude in terms of quality or service by any means. Maybe you caught them on a busy/bad day or came across as an unsatisfiable over-righteous customer whom they could not please at any cost.

Something does seem wrong if the tea were cloudy. In fact, I'm so interested in what might be wrong myself that I will gladly trade you other teas that I might have chance to experiment personally with your disappointing display teas. It could be the specific blooms you received; it could be the brewing vessel; it could be the water; it could be so many things. I'd be honored to take the time and care necessary to get to the bottom of what's going on.

As for what I can trade, I'd be happy to share some of my favorites from Adagio or other tea retailers. Just send me a PM if you're interested and we can work out the details. I'll send my teas first, and then you can send out the red bloom once you've been satisfied with the quality of what you've received in exchange.

You do deserve something you personally look forward to brewing, as I'm sure that's what your sister intended.


Will Gladly,

Jing Cha

ps -- While you clearly have the right to communicate and complain about your experience with Adagio to whomever you wish and while you have every right to advise people not to shop with Adagio on the basis of your opinion as developed by your existential experience, please don't make a point of thumping that here. It comes across as threatening and turns John into a sourpuss.

[Jing Cha]

I have ordered pleanty of teas before that I have not liked. Now I do complain about them to others, but I do not go emailing the company who made them yelling about it. If you bought a box of cerial from the super market would you expect them to take it back if you didn't like it? Would you expect General Mills to do something about your taste buds? Adagio does more than any other tea company that I have seen, they have user ratings on all their products and this forum which you can read about their products and other companies products (both uncensored). Honestly what more do you want?

-John

Actually, I can take a box of cereal back with receipt to just about any supermarket and they will gladly give me a refund for any reason. I have called General Mills in the past for specific quality problems with a particular box of cereal (not enough marshmallows in me Lucky Charms) and they have sent me coupons for replacement cereal of my choice.

The thing is, General Mills is a giant international corporation who can easily absorb the cost of providing such service. Also, they already have an established distribution network which significantly lowers the cost of delivery and replacement compared to FedEx, UPS, or USPS shipping costs.

Will Gladly,

Jing Cha

[Snow on Cedar]

I had a problem with tea once, my Strawberry arrived in less than stellar condition...Not Adagio's fault really, but I reported it and without question they replaced it! The customer service here has been EXCELLENT for me, and I am impressed with the way Adagio is run.
I'm sorry you didn't enjoy your tea, but as some of the others here mentioned, Adagio is not responsible for personal taste. I've ordered several teas not to my taste. I don't complain to Adagio, rather I trade them with tea loving friends, or I try using them to cook. Some are much better IMO in food dishes than in a teacup!

Sorry for your troubles, but please give Adagio another chance! The prices, and quality here can't be beat...

[rhpot1991]

This nonchalant "so what" attitude alerts me to never throw my money away on Adagio's products, and to tell everyone I know to avoid them.

Apparently I came across as being a bit harsh, but this right here screams out "I want something for free" to me. If I am mistaken then I appologize. A better first post would have been to tell about how you steeped it and asked if you did anything wrong instead of threatening to blacklist the company.

-John

[klemptor]

I don't normally like to get involved in discussions such as this but it's occurred to me that the rabid responses some TeaChatters give in situations such as this comes across as entirely too defensive. This "Feedback" forum exists because Adagio wants to hear this stuff - the good and the bad. If I were a first-time or potential customer I'd be put off by the hostile responses some TeaChatters give.

Sure, the OP comes across a little rude. But she feels she's got a legitimate complaint - she's experiencing honest frustration with the situation and I don't blame her for using the resources Adagio provides to air her grievance. But maybe we can stick to constructive criticism rather than taking the "the best defense is a good offense" approach.

And now I'll go back to minding my own business.