If I could give zero stars I would. I have had a horrible experience with this company and have no plans to buy anything that has the Philips name or affiliation. I wish I could video me burning my toothbrushes. On May 7 I ordered the Saeco Xelsis espresso machine. I was aware that it may take longer than usual to get my item, so I waited for 9 business days in expectation of an email for shipment information, that I never received. After 9 days we called and spoke with a customer service agent in the online orders department that assured us our order would be processed in a few days just give them a bit longer. He also told us that the system had cancelled a bunch of orders placed on that day, but ours had not been cancelled and the item was in stock. We waited another week and still no word. At this point I noticed that the amount charged had been refunded, so I called again, because my order had obviously been cancelled. We again spoke with a nice customer service agent who was unable to help us but "escalated" our request to speak with a manager to have our order reinstated. We waited three days no word. I sent an email to the company and it was returned as undeliverable after 2 days. We called again, were given another reference number and asked to give it another 48 hours. We did and after 72 hours, again there was not word. We called yet again and at this point very frankly and professionally asked to speak with a supervisor or manager. We were transferred to parts. We called again did the same thing and we were transferred to another department that had no idea what or why we were sent there. At this point I opened a chat and the agent told me he was unable to assist me at all. I asked that a copy of chat be sent to me and after being reassured he would send it I never received it. I took photos as proof of our conversation. I called yet again utterly upset, got a nice agent and after going back and forth on hold because only she would talk with her supervisor and not allow me to she began to read our case under her breath and that's when she read that our order was cancelled because of a pricing discrepancy (the pricing issue is that we ordered the machine during the mother's day sale and they decided not to honor the price so they cancelled the orders) At this point she asked if she could transfer me to the coffee machine department and I told her no, I told her the only transfer I would like is to speak with her manager. She then said ok and sent me to another random department. After calling again and waiting on the line, we could no longer get anyone. It seems as though someone would immediately hang up on us after connection. At this point I sent the CEO a message through LinkedIn just to let him know how incompetent his customer service is. I am writing this review and will post on all sites that offer reviews. I also sent my experience to Philips with my email asking someone to reach out to me. I am also strongly considering a YouTube rant because this is horrible. Please find an alternative company that is honest and cares about its customers.
