Business ProfileforPhilz Coffee

Hello BBB,I purchased a $70, 4 pound bag of coffee from Philz Coffee. I am a long time customer of theirs and have ordered their whole bean coffee to my home and office. The bag of coffee I received was not good. My wife and I made several pots with it and it tasted burnt and very different than any coffee of theirs Ive ever had. I wrote to them on 10/17/23 and asked for a refund offering to send it back. They have no 800 number or way to reach them apart from email and you never know when you will hear back. They reached out on 10/20/23 and asked me to answer a bunch of questions about the taste, my brewing method etc., the appearance, whether I noticed a difference between past orders, etc. They also asked me to send them a photograph of the bar code on the bag. They never mentioned they would like their coffee returned to them nor did they include a label. I answered all of their questions the same day on 10/20/23. Four days later, on 10/24/23 ****** (no title or contact info of any kind ever provided) wrote back, sent me a $20 gift card that I have not used and said she would have her roasters investigate and when they were done she would issue me a refund (or additional gift card). The implication was that it would be my choice. She also asked if I would return the beans. I told her that because she hadnt asked for them in any prior communication, hadnt provided any return mailing label, we had discarded the remainder. After this I heard nothing at all. I wrote again on 10/31/23 asking for the to please provide my refund because it had been over two weeks with no resolution. I finally received an answer today 11/2/23 and I was told no refund would be issued to me because they had investigated and found nothing wrong from their end. I wrote back and said I would be filing a complaint. They should not have offered a refund in writing if they had no intention of honoring it. First time Ive ever tried to return bad produce and been told its not our problem.