Complaints Code

Complaints Code

At Siesta Coffee, customer satisfaction is a top priority. If you have any concerns or wish to raise an issue, our in-house complaints team is here to help. Please refer to our Customer Terms and Conditions for details on in-store terms and our General Terms and Conditions for website-related matters.

Product Replacement Policy

  • We only replace products that have not been consumed and are faulty (e.g., perished).
  • We offer replacements only, not refunds.
  • Replacements must be verified by proof of receipt/purchase.
  • Replacement requests must be made at the store where the original purchase was made.
  • Replacements from other stores are strictly prohibited.
  • All replacements are at our discretion.

Review and Feedback Process

  • We encourage honest feedback and reviews about your experiences with us.
  • If you have concerns, we kindly ask that you give us the opportunity to address them directly before posting online reviews.
  • Your feedback helps us improve, and we appreciate your taking the time to share it with us.

Code of Conduct

  • We strive to create a welcoming environment for all customers and staff.
  • Please treat our team and facilities with respect. We reserve the right to refuse service to individuals who engage in abusive behavior.

Complaint Resolution

  • We aim to respond to all complaints within 3-5 working days.
  • Resolutions may include:
    • Product replacements
    • Refunds (in certain circumstances)
    • Complimentary items
    • Additional loyalty points

How to Submit a Complaint or Feedback

We offer multiple ways to reach us:

  1. Online Form: Customer Feedback and Complaint Form (typeform.com)
  2. Email: retail@siesta-coffee.com 
  3. In-Store: Speak with a member of staff at any of our locations

For the quickest response, we recommend using our online form.

Privacy and Data Protection

We respect your privacy. Any personal information collected through the complaints process will be handled in accordance with our Privacy Policy Privacy Policy (siesta.coffee)

Escalation Process

If you're not satisfied with the initial resolution, please contact our customer service team at retail@siesta-coffee.com. We appreciate your business and the opportunity to address any concerns. Our goal is to ensure you have a positive experience every time you visit Siesta Coffee.This policy is regularly reviewed and updated to ensure it meets both our customers' needs and legal requirements.