Complaints

• Initial Complaint

  01/21/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have had a subscription at Steeped Coffee since March, 2021. The subscription involves pre-paying for three months at a time (they call this a "legacy subscription," which they no longer offer to new customers). Since 2022, the pre-payment amount has been $105.21. I pre-pay this amount and then receive 4 boxes of coffee (8 count per box) for a 32-count product total in each of months 1, 2, and 3. Then, the order renews for another 3 months. I pre-paid three months for $105.21 in November, 2024 (received 32 count). I received the next shipment of 32 count for $0 in December 2024. The last shipment in the 3-month pre-pay order was due this January 13, 2025. Instead of sending me 4 boxes (32 count), they sent me 1 box (8 count). The last shipment is missing 3 boxes as the subscription promised. I exchanged many emails with customer service, three different representatives from January *****, 2025. None will acknowledge that they owe me another 3 boxes of product. I would like to receive the final three boxes (8 count each) for a total of 24 count which I have already paid for. An alternative solution is to refund my credit card $26.30, which is the cost to me of not receiving the 3 boxes in my final three-month pre-paid order. I prefer to receive the products I am missing as I have decided to cancel my subscription and stop being a customer at **********************.

  Business response

  01/27/2025

  Dear ****,
  I hope this message finds you well. I wanted to reach out regarding your concerns about Steeped Coffee. We truly value our customers and take all feedback to heart.
  
  
  Our team has worked hard to provide exceptional customer service, and weve compiled a detailed timeline highlighting our efforts to maintain clear and timely communication. While an internal issue unfortunately caused a delay, *** ********** was fully committed to resolving the matter as quickly as possible.
  As a small business, we deeply care about our relationships with our customers and the trust they place in us. If you feel comfortable, we would sincerely appreciate it if you could reconsider the comment you left.
  
  
  I appreciate your understanding, and we genuinely appreciate your continued support.
  
  
  Warm regards,
  ******* ****
  Senior Director of Human Resources
  ************
  ***********************************************

  Customer response

  01/30/2025

   
  Better Business Bureau:

  I corresponded with Steeped Coffee via email, and they addressed my complaint (ID *********. They shipped a second package with four boxes of coffee, so I ended up with one additional box of coffee as a gift. This response resolved my complaint about missing quantity to my satisfaction.  
   
  Sincerely,
  
  **** **********

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 7/28/22, I reached out to them via email, to change my subscription. I sent 7 emails and called over 4 times. They have not responded. It was a pre-paid subscription. They continued to ship, despite not responding to my inquiries. I finally cancelled the subscription (but they still owe me one shipment). I have 6 boxes of product, 3 of which I no longer use. What I have will be stale by the time I need it. I have filed a dispute with my credit card.

  Business response

  01/17/2023

  Business Response /* (1000, 5, 2023/01/09) */ Contact Name and Title:******* - CX Manager Contact Phone: *************** Contact Email: ************************* Hi there! I'm so sorry to hear about your experience. I do see in our system that our new agents have been able to assist you since your complaint. Please feel free to use our email and new phone line listed below if you have any trouble with future orders or account management! I also want to let you know that we take complaints like these very seriously and since your initial complaint, we've updated our messaging system, updated our internal phone line, have added a live chat feature as well as 4+ modes of communication, and have hired additional agents so that customers have no issues reaching our Customer Experience Team! Our chat feature also allows customers to more easily log into their account and manage orders or subscriptions 24/7 if an agent isn't immediately available. We're committed to providing top-notch customer service and to constantly improving upon that experience when possible. I'm truly sorry to hear about your negative experience and I hope it's improved since we've made these augmentations and since your complaint. Please feel free to reach out with any questions or suggestions for continued improvement and thank you, truly, for staying a valued Steeped Member while we grow and expand our company. Consumer Response /* (2000, 7, 2023/01/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I then rec'd one mo of coffee and my CC reversed the charge. Thus, I am about even. Not sure I will do more business with them, as prices have gone up and they are now charging shipping.

*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. ↩