Complaints

This profile includes complaints for Matcha Kari's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Matcha Kari

  255 N Rosemont Blvd # 12733 Tucson, AZ 85711-3101

  
• 

  Matcha Kari

  3217 N Glen Creek Dr Tucson, AZ 85712-1138

  
• 

  Matcha Kari

  7650 E Broadway Blvd STE 310 Tucson, AZ 85710-3773

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had an auto order, and they started double shipping. I cancelled the order, verified I had no recurring orders, sent in a compliant and asked to return the double shipment, they never responded. I closed my credit card as I was going away and did not want any issues. When I returned, they shipped me a flurry of new orders. I verified I had no recurring orders (and I had placed no new orders) and disputed the charges (AGAIN) on the card. This is out of control and so unethical. I paid for more product than I will ever use BEFORE this issue came up, ate the cost and closed all accounts. I noted to them the product was terrible and they responded by spamming me with more unusable product that was never ordered. I do not want anyone else going thru this and I will not pay them for any of this product. I am happy to return it at their cost -- happy to return ALL the spammed product, that I paid for and will not use -- at their cost as I did not order/want.

  

  Business Response

  Date: 09/19/2024

  We are sad that this customer has such a hard time with her orders (and multiple accounts). She has been a loyal customer going all the way back to August. She placed several orders with us . She even commented on how much she liked the products (see attachment). The confusion comes from this customer creating two different accounts with us.  Here are the different accounts - [email protected], [email protected]. If a customer accidentally signs up for automatic shipment programs on two separate accounts it can cause confusion and, in this case, double shipments. We do not sign up customers for any automatic shipment. The customer does.  We responded to the customer as soon as she reached out and stopped the shipments for her. Additionally, each customer can sign into their accounts at anytime and alter shipment, delay shipments, and cancel shipments. As it appears on our end we did everything we could to assist this customer. The issue comes from her creating automatic orders using two different accounts. We process hundreds of thousands of orders monthly without issues. We wish her the best. 

  Customer Answer

  Date: 09/26/2024

  The information the merchant provided was from 2023, when originally set up.  I cancelled all subscriptions in June.  I cancelled my credit card in July to stop shippments.   I was going away, and returned to 4 shipments on my porch.  Their website shows no subscriptions.  Then it shows an odd pattern of orders that do not match the charges,

  Please continue to pursue.  I am going to arbitration on the credit card billing.  I am happy to return the unopened boxes that I did not order but arrived on my doorstep.

  Thank you.

• Initial Complaint

  Date:03/25/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from them one night without realizing I wouldn’t be home indefinitely when the order gets delivered. Knowing this is supposedly very high quality matcha that cost $$$ & how the quality may diminish upon leaving it out under the sun on days on end, I did not want to take any chances. Just minutes after it was placed I immediately e-mailed support to cancel my order. Unfortunately by the time support got back to me the next morning I was told they couldn’t cancel my order. While I understand processing makes it hard to pull back an order, it is 2023 & 1.) they do not have a clear cancellation policy stated on their website. 2.) majority of e-commerce businesses nowadays have an automated, more streamlined way of canceling orders without the need for support & with a website using “matcha” as their domain you would think they should be caught up 3.) I paid extra to have my order protected in case it got lost, damaged, etc… so I responded to support seeing if there’s anything they could do to help me navigate as I really needed this canceled, but 24+ hours passed with no response (2/8 10:48-2/10 3:08 EST). Time is of the essence so I decided to file a dispute to cancel this transaction. What gets me is how support handled this issue in the end. They, out of nowhere, reached out to me a month later shaming me for filing a dispute. As a customer this was my last resort because only after I filed my dispute did they offer that they would be willing to reship my order once I was ready to receive it. It is outrageous when they reached out unprofessionally stating in a passive aggressive manner that I was being unethical. They also invalidated my concerns. After my e-mail back to them (about 3-4 days ago) they never responded back. I decided to cut my losses and end this entire ordeal so I also withdrew my dispute. Mind you I never had the products I ordered on hand. + I was always professional and polite. It was very uncalled for and such a horrendous, stressful experience.

  

  Business Response

  Date: 07/28/2023

  We understand the frustration but ultimately the customer needs to provide correct information like from the start like , address, name, etc. If they put in the wrong information that starts a cascade of issues that could have been avoided. We process thousands of orders every day. If the customer messes up the order that in not the responsibility of the business. Orders are processed as soon as they come in. This is how we keep up with thousands of orders per day. 

  Customer Answer

  Date: 08/15/2023

  As a customer I did take responsibility as I have admitted my mistake ordering without knowing my own circumstances but the basis of my complaint stands. It still doesn’t make it right for them to directly e-mail a customer accusing them of being unethical for filing a dispute after the whole ordeal. I have been respectful and courteous throughout the whole thing. Better communication could have been done as a business, it was -all incredibly uncalled for. On top of it all, after my response to said e-mail, they never responded back. No acknowledgment. I am talking about the professionalism of this company. On top of everything, as I have said, I paid extra to have my order protected in case it got lost, damaged, etc… and in the end I still paid for a product I never received. The extra fees for protection/insurance proved futile.

• Initial Complaint

  Date:01/09/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered what should have been a one time gift however due to the website...which appears to be the bulk of the complaints, I was pulled into a subscription. Before they even stary with "this is just a customer that doesn't know how to navigate technology", I am head of an IT department. I recieved a notication that a 2nd shipment was on the way. We tried to cancel the shipment and received a response "unfortunately it is already with the catrier". The email that shipment is on the way was the only way I knew this was coming and as a result means already with currier and unable to cancel which is extremely shady. Also seeing the trouble others have had canceling the subscription I am sure this will be like the 90s gym memberships and will take months before they finally act on the cancelation that I have an email receipt for. I would really like my money refunded on the 2nd shipment please.

  

  Business Response

  Date: 08/06/2023

  Hello - 

  We strive to make the check out process as simple and transparent as possible. It is very clear that there are two options a customer is presented with (on every product) during the check out process. One option is the standard price and the other option is the "discounted price" (subscription). Both options are 100% clear and present on the product page. We do not choose anything for the customer or pull anyone into anything. After reviewing our internal case notes the customer stated that they "accidentally" subscribed (taking the 15% off and free shipping option) - upon communicating with the customer we addressed his issue and completed a resolution. 

   

   

  Customer Answer

  Date: 08/10/2023

  It was not clear as others have made the same complaint.  Also, refusing to cancel and refund for the additional order was unethical.  I have read other responses to customers from this group.  I understand this will not get resolved as they have displayed 0 ownership in all other accounts documented online.

• Initial Complaint

  Date:12/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a bag of the Energizing Blend matcha on 9/29/22. Loved the flavor and drank it every other day for two months straight. I shared some w/ my SO and 3 family members b/c I loved the taste. Ordered 2 more on 10/23/22 and 6 more in their Black Friday sale (11/24/22). I tasted the bags from the 10/23 order and later the 11/24 order once it delivered. These all have the same lot #. The taste for both orders caught me off guard. They taste significantly more bitter, have a strong “pea” taste, and the color is slightly darker green than usual. I literally drank from the good bag (from 9/29) the day before trying these so it was fresh in my mind. And I still have some powder left in that 9/29 bag to compare to. The new stuff from 10/23 and 11/24 tastes objectively different. My SO and 3 family members tried the new stuff and agree it tastes distinctly different/ not as good. I contacted support on 11/29 after tasting the 10/23 order and they basically gaslit me, said that nothing could possibly be wrong with the bags. They sent me 1 free bag, which was nice but there were 2 bad bags not 1 (the 11/24 order hadn’t arrived yet). They say the formula is the exact same, and I believe that, but the batch must have gone bad or had some error. All I know is the taste is now bad and I can’t drink it. I haven’t had Covid so it’s not like my tastebuds have changed. I tried contacting support again on 12/8 after tasting the 11/24 order. Got a response on 12/9 saying they’d get back to me by the end of the day. It’s now 12/11 and still nothing despite my follow-ups. The return policy says the customer pays return shipping and is subject to 40% restocking fee. This isn’t fair at all as I never would have bought these horrible tasting bags had I known they’d taste different from the first one I bought. There was no way I could have known. Therefore, I believe I deserve a full refund for at least the 6 unopened bags I have, with free return shipping and no restocking fee.

  Customer Answer

  Date: 02/06/2023

  Hello, this is ***** ***u. I submitted a complaint on December 12, 2022 for Matcha Kari. I have since been able to settle the situation with the company and would like my complaint completely removed please. The complaint ID is #18557341. Please let me know asap if you are or are not able to do this. Thanks, *****
  
  Sent from ***** ***u 

• Initial Complaint

  Date:11/03/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered Dr. Weil's Japanese Tea-time & Noodle Boxes (Limited Edition Gift Sets x1) $169 on 9/20/22 and have experienced multiple issues with the order, including receiving all expired food items. On 9/20/22, the order confirmation said when order is ready to be shipped I'd receive a notification. When I didn't hear back for a week, I contacted Matcha on 9/28/22 to confirm whether this was shipped because it's a birthday gift so timing was important to me. On 9/29/22, I received an automatic message informing me that a shipping label was created for my order. Then Matcha responded on 9/30/22 saying shipment is on its way and they were experiencing internal delayed - which was a lie because they did not ship the item to me until I reached out. Fast forward to 10/6/22, I received my shipments 3 weeks later than advertised and very quickly realized EVERY ITEM included in the 2 gift boxes are EXPIRED. It wasn't just 1 item, all of the individual packages in the 2 gift boxes were expired. They have various expiration dates with majority of the items expired in Jan or Mar of 2022. I attempted to contact the business with pictures proof on 10/6/22 asking for a resolution and have not heard back. There has been no further communication from Matcha at all to acknowledge that they have sent expired food items.

  

  Business Response

  Date: 08/06/2023

  Hello - 

  We refunded this customer a full refund on her order. We apologize for the issues with this one time food order. We strive to provide the highest quality products as well as the best possible customer service. We do not always get it right. We occasionally offer speciality food items imported directly from Japan on a limited product run. There are some cases where the products (shipping direct from Japan) are help in customs for a prolonged period of time. There is not much we are able to do in these cases except to notify the customer when we receive updates from customs. We have since discontinued offering food items for this very reason.  

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Match Karhi, Matcha.com is promoting an auto ship program called Matcha Prime where you can subscribe to the shipment of Matcha Tea and change or cancel the subscription at any time. I have had several subscriptions I was able to do this with in the past year. My last order I could not. I was prompted to contact them via email to cancel. I did. No response no change in order. I also had placed an alternative order on 7/7/22 and was able to skip a re-occuring order. Attempts to cancel the other order failed. I then attempted to cancel the new order as I had received no contact that the items I was charged for and shipped were actually sent. The tracking number given for the DHL carrier was stated as non existent. after 15 days we are not there to accept this delivery the address is vacant. 7/21/22 I spent 4 hours emailing, calling 3 numbers listed for them (7206508156 is on an email to me and is not even active) live chat and on Social media. 1.5 hours After an Instant Message on Facebook was sent an associate replied that I needed to email, and that no email was received till that morning. I was also told I needed to change or cancel my order months prior - not the policy when I began this and is NOT on the website. They will not refund my card. They only state that I have NOT contacted them correctly to spite my proof that I have done as instructed online , and proof that these Matcha Prime subscriptions may be changed or canceled at ANY time. Beware of this company. Andrew Weil is associated with this company and I will be contacting him.

  

  Business Response

  Date: 08/06/2023

  Hello - 

  We have very clear terms and conditions stated on our website. We work very hard to provide the best possible experience for our customers.  

  This customer placed an order July 7, and it was confirmed July 12. On July 21, the package was already out for delivery, but it was only then when she requested to cancel the order, which we can no longer do. We had responded to her email same day (July 21) as well as to her Messenger a few hours after offering to reship to where she'll be and also cancelled her subscriptions as per her request. 

  Customer Answer

  Date: 08/10/2023

  The dates of communication this business states are not what transpired. I disputed the transaction with my credit card company and was refunded thru them. 

  Matcha Kari never answered any phone calls, but did email long after the dates I attempted to contacted them multiple times without response, which was AFTER the date they had already shipped the items to an incorrect address. After this communication I was able to delete all my information to not be further charged and the company had to delete my account because I could not access it on their website myself 

• Initial Complaint

  Date:06/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a subscription to their product that I wanted to cancel. I logged into their website and on the “manage subscription” section under “cancel subscription” there is no button to automatically cancel the subscription. Instead, there is a message that tells you to email their [email protected] address to request cancellation. I emailed that address on June 16, 2022 to request cancellation to the subscription. Instead, I receive a response on June 18, 2022 asking if I would like to suspend my subscription. On June 19, 2022 I responded telling them no, I would like to cancel my subscription as originally requested. On that same day I was charged for another month of product. So I also requested a refund in that email and asked that they cancel any shipment scheduled to be sent to me. I received no response and on June 21, 2022 I receive a shipment notification that my order has shipped. I contacted them again on June 21, 2022 to notify them of this mistake and again ask them to refund my card and cancel this shipment. It is now June 23, 2022 and I have still not received response from them. I believe they have made their cancellation process intentionally cumbersome so they can continue the subscriptions of those that want to cancel. I would like a refund and I will not be sending them product back as I asked them to cancel this subscription 3 days before the order was created and 5 days before it shipped. I believe this was their mistake and I will not take the time to fix their mistake.

  

  Business Response

  Date: 08/06/2023

  Hello - 

   

  We completed a refund for this order and also the customer was allowed to keep the product. This customers order was processed before they initiated an email for us to cancel. For many of our subscription orders the orders are processed at night so that they are ready for the warehouse to pull them first thing in the morning. This is why we send out a "your order will ship" TWO days before the order ships. We want customer to have ample time to delay or halt their orders if they want.