Trading with Coffee Perfection
At Coffee Perfection our passion is to create a perfect cup of coffee. We use our passion combined with our expertise and knowledge to provide our customers with the highest quality products and industry leading customer service. We have a programme in operation of continual improvement of our internal procedures to make certain that we are offering the best customer service and to ensure that we are operating as efficiently as possible. Some of these procedures have a direct bearing on how we conduct business with our clients, and we would like to draw your attention to the following information which we trust will be of assistance to you.
APPLICATION FOR NEW ACCOUNT
Your account manager will furnish you with a welcome pack which contains account application forms, direct debit mandate form and information on Coffee Perfection products and services. Once the fully completed application and direct debt forms have been received by our accounts team, the process normally takes 48 hours for a new account to be set up on our business system. As soon as the account is set up you will be contacted by your account manager and at that point we will be in a position to accept your orders.
BUSINESS HOURS
Normal business hours are:
Monday to Thursday: 8.30am – 5.30pm
Fridays: 8.30am – 5.00pm
Bank Holidays: Closed.
PAYMENT TERMS
Our standard payment terms are by direct debit unless you have a prior agreement. Please ensure that these terms are observed in order to ensure continuity of supply.
Where payment cannot be collected by direct debit on the assigned day of the month, the account will be put on stop and future orders will not be dispatched until the outstanding amount is paid. We will endeavour to contact you by phone to ascertain the reason for non-payment prior to the account going on stop.
QUOTATION REQUESTS TERMS
Where we receive a quotation request for standard products and services, we will endeavour to return a quotation to you within 24 hours. For non-standard or special manufactured material, we will endeavour to return our quotation or request for additional information within 72 hours. In all cases we will confirm receipt of your enquiry by e-mail within two hours if received within normal business hours.
Depending on the nature of your request it will either be handled by our customer services team or transferred to your account manager.
ORDER PROCESS AND TRANSPORT TERMS
We operate a free delivery schedule for all orders over €200 excluding vat. You will be contacted by our customer services team two days prior to your scheduled delivery day to take your requirements and organize for shipment.
For any urgent orders required outside of our free delivery schedule we can arrange a next day delivery via DPD couriers which will incur a charge of €25 + vat.
All orders for next day delivery need to be placed before 12 noon.
Saturday delivery €50 + vat
NOTIFICATION OF DELIVERY DESCREPANCIES
When goods are delivered to your specified address, please ensure that they are fully checked against the details shown on our delivery documentation.
If you receive a delivery without proper documentation, please contact our customer services department and a copy will be sent to you immediately. If there are any delivery discrepancies (shortages, damage to goods or signs of tampering etc) we would ask that you notify us in writing within 2 days of receipt of the goods for any claim to be considered.
MACHINE MAINTENANCE AND EMERGENCY SERVICE REQUESTS
At Coffee perfection we run a program of periodic preventative maintenance to ensure that machines are operating at optimal levels and are producing perfect cups of coffee. When your machine is due for its periodic service you will be contacted by your account manager to discuss the details of the service and cost. You will then receive communication from our service team to agree a suitable date and time to carry out the service at you premises which normally takes one hour to carry out.
For any emergency breakdowns you must contact our service team directly on the below number to discuss the nature of the issue and to arrange a visit from one of our technicians. Sometimes breakdown issues can be resolved over the phone, and you may be asked a series of questions and to provide us with a video of the problem in order for us to diagnose the cause. If the issue cannot be resolved over the phone, we will arrange for a service technician to call to your facility to assist with resolving the problem.
Our service team are available Monday to Thursday 8.30am to 5.30pm and Friday 8.30am – 5.00pm.
Coffee Perfection Service Team: 01 8253981 / info@coffeeperfection.ie
Out of hours contact number: 01 8253981
SALES AND MARKETING SUPPORT
Your Account Manager will keep in contact with you on a regular basis and is available to support your business with any specific sales and marketing promotions to help you sell more coffee.
Should you need support with any of our coffee products please contact your account manager.
TRAINING SERVICES
We are very passionate about barista training. We understand only through education can you create the finest coffee possible.
Our on-site coffee studio is the only Irish "Centre of Excellence" certified by the Beverage Standards Association. Equipped with the latest technology here is where we hold our barista training courses.
When you choose to partner with Coffee Perfection we will set out a training program to suit your business needs. From independent cafes to large hotel chains we have the knowledge and experience to keep you serving the perfect coffee every time.
RETURN OF GOODS
All requests for the return of material should be notified to our Customer Service Department prior to return to our warehouse. A list of all material for return must be e-mailed to the customer services team to include the following information:
Quantities and description of all material for return.
Relevant invoice number(s) against which goods were supplied.
Date of original purchase
Reason for return.
Should the return be acceptable you will be issued with a Return of Materials Authorisation form (RMA)
This RMA must accompany the material when being returned to our warehouse. Returned material arriving at our warehouse without an RMA will not be accepted.
The material will be checked on arrival and all products originating from Coffee Perfection and deemed saleable will be credited. Rejected material will be kept in our warehouse for collection by the customer for a maximum of 5 days.
Please note the following:
Returned goods must be in their original packing and suitable for resale.
A 20% restocking charge will be levied on all returned material that was supplied as ordered.
Specially ordered or manufactured (non stock) items will not be accepted for return under any circumstances
Where material has been supplied incorrectly, our customer services department will arrange for the material to be collected by our carrier as soon as we receive notification of the error and we will endeavour to supply the correct material within an agreed timeframe.
CREDIT REQUESTS / QUERIES
All credit claims should be requested in writing through our Accounts Department.
All proof of delivery / copy invoices should be requested within 10 days from the date of invoice.
Credit requests in relation to price queries / incorrect order numbers should also be made within 10 days from the date of invoice.
Requests which do not arrive within the appropriate time, may not be considered.
In order for us to process your request in a timely manner we will need the following information:
Company Name
Account Number
Invoice Number
Date of Purchase
Reason for Credit Request
This information should be e-mailed to accounts@coffeeperfection.ie
The following contact list will assist you with where to direct your enquiry:
Customer Services Team – 01 8253981 / info@coffeeperfection.ie
Services Team – 01 8253981 / accounts@coffeeperfection.ie
In addition to the above all orders are accepted and supplied in accordance with our standard terms and conditions of sale.
