ComplaintsforPhilz Coffee

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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.

  Business response

  11/15/2023

  In response to complaint - we submit the following information:

  1 - We have a customer service email that is monitored daily and we generally respond to customer concerns within ***** hours.  When a concern requires additional investigation the response time may be delayed.  As in this case, we needed additional time to consult with our coffee team, resulting in extended response time 

  2 - The customer received a $20 gift certificate in an attempt to restore the relationship because we found nothing wrong with the roast lot. 

  3. We recognize we had a clerical error, that including an option for refund or gift card.  When we realized the error of including the option of refund, the customer was provided an apology and a full refund on the product.  This occurred on 11/3/2023. We did not seek to retrieve the gift card the customer did not want and as of 11/15/2023 they are still in possession of the gift card. 

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  03/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Philz website says "10% on your first purchase". But when you click on it, it actually means only 10% on your first ONLINE purchase. And then when you go to the website, it says "we have temporarily suspended online ordering." So basically, they're hooking you with a misleading, nonexistent, discount.

  Business response

  03/28/2023

  We had a weather related incident that caused damage to our Roasting Plant Facility.   This suspended our ability to roast coffee.  In the days following the event, as we worked to figure out how to provide the best business continuity for our customers, we temporarily shut off online ordering.  In the quickness that we needed to move, given the extreme circumstances a few customers were able to activate on this promo before we could shut it off.  There was no intent ever, to deceive our customers in any way,  What happened was out of our control and we moved as quickly as possible to make things right in all channels of our business.   If you need more information, you can reach out to me direct:  *****************************************   

  This is a link to the incident that shut down or Roasting Plant - ************** in this building and this was a tragic accident.  ********************************************************************************************************

• Initial Complaint

  09/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered coffee beans from them online. Wasnt delivered. Contacted customer service they said they can refund or send replacement. I requested replacement. Replacement has not been sent and customer service has not responded to three emails I have sent since then. They have no phone number to call. Very frustrating. I would like a full refund of my money and I would recommend they improve their customer service and allow customers to get resolutions to issues. Thanks!

  Business response

  09/20/2022

  We have sent a replacement order to the customer and have issued them a refund for their original order. 

  Customer response

  09/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased four pounds of Philz Coffee on August 9th 2022. My *********** account was charged $86.86 on August 12 2022. Philz Coffee claimed they had shipped my order on August 12th, however the ** *********** in ******* ** where I receive my mail informed me that Philz Coffee had not shipped my order. I attempted to contact Philz Coffee customer service today at 10:30 AM. Four phone calls were placed and reached four company voice mail boxes. These were in four different departments, ********************************* Accounts Payable, and Wholesale Sales. Each voice box recording stated that Philz Coffee does not answer phone calls and that the office was closed. I emailed my order problem details to a Philz Coffee email address and received a robotic response stating they cannot respond to my issue. My complaint is that Philz Coffee took $86.86 out of my bank account, chose to not fulfill my order, and refuses all attempts to contact them for an order refund. If they are not already out of business they need to be forced into business closure. They are stealing from me and likely many other customers.

  Business response

  01/29/2024

  #******** and close To whom it may concern, *********************** filed a complaint with the Better Business Bureau on 8/16/2022. His purchase was made on 8/12/2022, and he reached out to Philz customer service email on 8/16/2022 at 10:50 am. Philz customer service representative responded on 8/17/22 at 11:23 am that his package was being held at the post office for pick-up and shared his tracking number. At this time we also offered to issue a refund if the item would be returned to our roasting plant if not picked up promptly. When ***** went to pick up his package, the post office claimed that they had lost the order. Philz then issued a replacement order on 8/20/22 once we had received confirmation from ***** of his correct address. We did not hear from that customer again regarding this purchase, but they made additional purchases from our website in January and August of 2023 with no further complaints. Please close this complaint as it has been resolved, the written correspondence with customer can be provided if need be.

*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. ↩