Davids Tea Massive Frustration
I’ve been looking forward to getting Caramel Shortbread since last holiday season. It looks like Canada has it available, but we in the states get directed to a “here’s our herbal teas” webpage, even though the search returns Caramel Shortbread as one of the results. Why not take it up with Davids Tea directly, you ask? I would love to! But contacting them seems impossible. The chatbot is super annoying and doesn’t provide any useful info, and when I try sending them a message directly, it doesn’t submit, it just turns my text red as if there’s something wrong with that field. I even tried ordering from the Canadian website, but they don’t have an option for an address in the states. Has anyone run up against this? Is there any workaround that you’ve found? If I didn’t love this flavor so much I’d just give up, but it’s so dessert-y good and no caffeine – such a rare thing. OK, rant over. But the problem remains. Why, Davids Tea, why???
DT Employee here!
If you type “human” into the chat bot it should connect you to a customer service agent – the best time frame to do so would be between 9AM to 5PM EDT since the bulk of our customer service team is Montreal based. We do also respond to to DMs on Facebook and IG.
Thank you to both Dustin and Roswell Strange for your responses, I truly appreciate it. Unfortunately, I find the website for DT to be more than useless. I tried typing in “human” twice, but DAVI replied that there is no one available and directed me to a contact form (I tried this during business hours). I dutifully filled out the form (again!), but it won’t go through. What a mess. It’s really turning me off of DT as it seems they have pretty much no customer service to speak of. Maybe if you’re Canadian it’s a different experience. I will try contacting them on IG, but really, this is inexcusable.
I think they have a phone number as well, though it might be in Canada. Might be worth a try if you can call during business hours.
Thanks again, everyone, for the helpful suggestions – you guys are the best.
I contacted them through IG. I’m an old, so it seemed weird to be able to get such a quick response this way, but they did respond right away. I explained everything, got an appropriate and sympathetic, if not entirely helpful response. They’ll look into what’s going on with the site so they can improve customer service (that only helps them, but whatever). They sent a message that I’d like to see Caramel Shortbread become available for the US, but of course, no promises. I doubt one customer’s desire for a particular tea will make any difference. I admit I begged them to find a way for me to buy from the Canadian site – hey, it’s worth a shot. I’ll be on the lookout, although truthfully I’m not holding my breath. Maybe there will be a Christmas miracle (insert eyeroll here). In the meantime, I’ve got to stop behaving like an addict looking for a fix and just move on.
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