Frederique De S.
Google
This is a very nice visit to do if you are in Cataluña and would like to learn more about Cava and the Cordoniu brand
We choose an English session as we were with our parents that do not speak Spanish.
The visit starts by a 2-3 minutes videos which is totally in Spanish voice and subtitle in English. The video go so fast that you don’t even have time to read the subtitle and see the videos. First miss on the customer experience from the start.
I find it a pity customer experience as redoing an English voice over will cost less than 1000€ ( For a company that generated 232 millions sales in 2024, this is peanut and show the consideration for improving the customer experience which is not their priorities)
We have a guide that speaks English all along the visit and he was very nice, tell us everything about the cava and Raventos- Cordoniu family , thanks to him
We visited several part of the complex and the caves are clearly the masterpieces ! Impressive
At the end of the visit we pass through the official store of the domain where you can buy cavas and wine.
I spotted at the entrance of this a big ad flyer ( 1.70m height) only in Spanish saying 20% discount on the shop and online on 15bodegas.com , hence naturally when we arrive at the cash counter to pay our bottles we asked, in English, to get the 20% off. The lady at the counter says there are no promotion. Until I start speaking Spanish saying I see the ads at the entrance saying 20% discount, so if she does give us the discount at the shop physically we will buy them online. As we get a little queue , people in the queue start asking me where I see the discount and start to show them the ads in Spanish at the entrance of the shop. At the time the lady at the cash shop tell me she will give me the discount but expressly ask me to not communicate to other people in the shop. Second bas customer experience ! Why are you displaying a 1.70m ads poster saying 20% discount at the counter and when people ask you don’t want to apply it. Is it because employee are incentive of sales pricing ?? Anyway this is a problem to look internally but as a customer this is bad customer experience, lack of trust and transparence
Then to finish it when we moved to the exit by the normal path ( exiting the souvenir shop and walking away to the entry/exit gate), the staff already closed, 5min before an horizontal barrière which is around 1m height which force/oblige people to clip above it and go under it. I saw other customers which are old, 80+ years, trying to clim this barrier ! How bad is this again for customer consideration ! We were 6 minutes before the officiel closing time !
So to resume this is a nice things to visit however the customer experience need to be improved. The guided part with the guide was perfect ! The rest is clearly average / need to be review for customer experience
