Complaints

• Initial Complaint

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with Asiago tea on 12/27/2024 it still has not arrived, and according to the tracking number it is still sitting in NJ. I contacted their customer support to which they told me they would contact the carrier about the shipment and would get back to me, when I did not hear back from Adiago customer support I contacted them again and they tried to tell me they did not receive and email from me which I promptly replied with the communication email showing I had. I asked for a refund and every communication after is the same, they just keep trying to insist that when I receive the tea they will be happy to refund my money for any product I do not want . It’s quite obvious there was a shipping issue and the tea is not being shipped to me nor will I get a refund for a product i am not going to get. Worst customer service EVER !!

  Business response

  01/10/2025

  The order is in transit between the hand off for UPS and USPS for final delivery. We emailed the customer their tracking information showing such.

  We have canceled and refunded the order.

  
  

• Initial Complaint

  11/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  So I ordered some tea on the 6th of November. I had ordered a new tea which I like and ordered what I thought was Pumpkin Potion. Nowhere on the website does it say that the recipe was changed or that they changed the name of the original recipe. So I bought the 5oz container thinking it was the same tea that I already have. It was not. The new recipe is not a black tea blend. When I went into one of the stores we were able to figure out that the old pumpkin potion was renamed. And then the original name of Pumpkin Potion was reused for this new blend. When I look at previous orders they all say Pumpkin Potion by ****** ******. And when I have reached out to customer support they are basically telling me that them changing the name and me not knowing is my fault.

  Business response

  11/14/2024

  Part of our product offerings is crowdsourced, with customers creating blends and naming teas that other customers are invited to purchase.  We unfortunately have no control over blends that are added or removed and can not rule out that the same name may appear on more than one blend. 

  Customer response

  11/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  **** *********

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello, This morning 5/12/22024 I experienced burn injury on the right side of my body (face, shoulder, belly, and hand) when a glass stovetop teapot instantly exploded its contents with the lid out the top opening when I picked it up off of the stove. The pot is still entirely intact without damage but water went across the whole kitchen and hit me directly from the waist up. There was no indication it was already at boiling temperature other than the steam out of the open nozzle. While the burns aren’t considerably horrible, they’re very uncomfortable and the company is shrugging it off. The same teapot type I had from them last year broke in a similar situation when I was across the room and it jumped on the stove, the lid blowing off of it and some water ending up on the stovetop. I thought it had been a defect with the one I received, which they also shrugged off and refused to refund since it had been past the 30 days purchase. After reading the reviews over today, it seems to have happened to one other consumer. The reaponse of the company has been to request info and photos so that they could pass it onto their QA team. I purchased this teapot 5/1/2023 and have only used it 6 to 8 times over the last year without this issue.

  Business response

  05/12/2024

  ******, please use the shipping label provided to return the kettle for our QA team to analyze it.  As communicated directly, we'll gladly refund your purchase.

  Customer response

  05/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  ********* *******

• Initial Complaint

  03/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I've been a long time and overall happy customer. I recently placed an order that we misdelivered by ups to another building. I reached out and they misunderstood me and instead thought I'd selected the wrong address. I tried to call customer service which only routed me back to online. I spoke via chat and was given two separate numbers. Of which one was spam and another didn't work. This is really a crappy customer service experience and I'm beyond angry and disappointed with this level of service. As it turns out - the package did get delivered to a nearby building and someone was kind enough to hand it over to me. However - Adagio simply said they would open an investigation and wasted my time regurgitating the same replies and being unhelpful. This is a disrespectful and unacceptable way to treat your customers. It's disrespectful of my time and reflects poorly on you as a company. The standard protocol is to simply redeliver a package that was accidentally sent to a nearby building. Giving canned replies and saying you'll first have to start an investigation is ridiculous. I'm extremely angry and upset. This should have been a 5/10 minute call and the ended with my package being resent. Stop disrespecting your loyal customer base and trying to make them hoop jump. Offer phone support and stop trying to shove off your job onto us. I see there are several other complaints from customers about canned replies and lack of phone support. Obviously, you haven't listened to others' input.

  Business response

  03/09/2024

  ******

  Thanks again for your recent order!

  We are delighted to learn that you received the items selected.

  The reason we don't automatically mail a replacement for wayward deliveries is that in most instances they resolve themselves in less time than it would take for the replacement shipment to arrive.  In the instances where the original shipment is indeed lost and is not able to be retrieved, we offer customers a free and speedy replacement.

  How else may we help?  Will gladly.
  
  

  Customer response

  03/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Your response is completely unacceptable. Offering no phone support is unacceptable. Also offering two fake numbers as your "phone support" one which is spam and own that's disconnected is completely unacceptable. Canned replies over and over isn't customer service. Your weak apology doesn't address any do what I asked - which is to be treated like an actual person. 

   

  Do better. 

  Offer phone support and resend packages when lost. It's not my responsibility to go to neighboring apartments and ask. They were kind enough to hand it over, but be absolutely certain they didn't need to and that was a stroke of luck that someone happened to be there. 

   

  
  
  
  Regards,
  ***** ********** 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  Date Of Transaction: Feb. 1, **** Amount: $96 What Business committed to provide: Ship tea to me Nature of the Dispute: My order was shipped to the incorrect address. When I contacted the business via email they claimed they wanted to help, but took no actual action to change the address before the order was delivered. They took no action to address the problem after the package was delivered to the incorrect address either. After expressing my displeasure with this lack of customer service they proceeded to insult and gaslight me.Did the Business try to resolve the problem: No Order # *******

  Business response

  02/09/2024

  Thanks again for your recent order!  We're very sorry to learn that it was addressed and delivered incorrectly.

  
  The address selected on the order confirmation page is the one that appears on the shipping label. To minimize the risk of mistakingly selecting an old address, we recommend deleting it from your account's Shipping page.
  
  If you're able to reach the occupants of your former address, please ask them to refuse delivery and have the order returned to us. Once received, we'll invite you to update the address for re-delivery or cancel the order for a refund.
  
  If the order is timely, please consider placing a new order with the correct address, and when the original shipment is returned to us, we'll email you about a refund.  
  
  If you're unable to reach anyone at the wrong address, for a fee usually around $20, *** will collect your package and deliver it to you. The fee will be charged to a card on file. If you're interested in this service, please let us know.  We will need the new address, a telephone number, and approval to charge a card on file for the fee.
  
  We'll gladly assist you further, please email us at *******************************

  Please note, if the level of service selected at checkout was Economy or ***** there is no way to update a package in transit. For options like these and more, an upgraded service like ***/FedEx Ground, Second Day, or Next Day would have to be selected.

  
  

  Customer response

  02/09/2024

  
  Complaint: 21265673
  
  I am rejecting this response because:
  The incorrect address was selected automatically by Adagio's app. Part of my complaint involves gaslighting by Adagio Tea employees. Why would I select the incorrect address for my own order? That doesn't make any sense. Again, Adagio shipped my order to the wrong address. Adagio tea should reissue an order to my current address.
  
  
  Interesting to see Adagio Tea inform me on a public forum that an address cannot be updated in transit. Adagio knows full well their "customer service" team instructed me in an email to login to MyUPS and change the address manually while it was in process. Adagio sent two expired codes which, had they not been expired, would have provided me with access to MyUPS. I now believe it to be a passive aggressive attempt to waste my time. 
  
  
  Adagio clearly does not want to help me or they would reissue my order.
  
  
  Asking me to pay Adagio more money to resolve an issue created by their business is ridiculous. I already paid for my shipment.
  
  
  Regards,
  
  *********************

  Business response

  02/09/2024

  Addresses may be changed if the higher level of shipping service is selected, as we mentioned in our prior message. Sorry if it was missed!

  We kindly ask that all customers review their addresses before submitting an order to ensure old addresses aren't selected for ************* may also delete old, unneeded address to avoid the issue in the future. Hope this helps!

  Customer response

  02/13/2024

  
  Complaint: 21265673
  
  I am rejecting this response because:
  Adagio hasnt helped me at all. I verified my address on the app visually. I obviously did not see the incorrect address which was anuto-filled by the app. Why would I agree for my order to be shipped to the wrong address?

  Again, when I realized my order was being shipped to the incorrect address, after paying, I contacted Adagio, but the business was unwilling to offer customer service.  
  
  Saying sorry and claiming willingness to help while simultaneously taking no action is not actual help. 
  

  Products for which I have already paid should be shipped to my address. Thats the resolution in this situation. 
  
  Regards,
  
  *********************

  Business response

  02/16/2024

  We regret that your recent shipment was dispatched not as intended, but assure you that we played no part in the error.
  
  Our order processing is completely automated, with no person on our team entering or managing your address details. The address that you see on the order confirmation page is the one that appears on the shipping label.
  
  To avoid the error of unintentionally selecting an old address, we strongly recommend removing these from your address book in My Account > Shipping.

  We're sorry to inform you once more that the delivery method selected at checkout did not allow us to update the address of a package in transit, which is why when you reached out to us we offered to have the carrier go collect the package to re-deliver it to your desired address. Unfortunately, too much time has passed for this option to be successful. We will alert you if the package makes it back to us where we will email you with the option to ****** the package to the desired address or receive a refund

  Customer response

  02/17/2024

  
  Complaint: 21265673
  
  Its honestly amusing that the business who shipped my order to the wrong address claims they had no part in shipping my order to the wrong address. 
  
  
  The assumption seems to be that because Adagios process is automated its not possible for errors to occur and that customers should therefore be content with all deliveries made. Yet, here we are. 
  
  
  It doesnt make sense that I would choose to send my order to the wrong address, even in error, given that addresses were automatically populated by the app. Adagio teas knows that their app automatically selected an incorrect shipping address. Now they are shrugging responsibility to resolve an issue. 
  
  
  Adagio continues to suggest they are helping while taking no actual action. How would a *** driver pick up my package from the wrong address in ************ (I live in ********) without any person available to hand the package over? This reminds me of ****************** Taste the soup skit: *****************************************
  
  
  What a total lack of concern for the customer. 
  
  
  *********************

  Business response

  02/21/2024

  We have nothing new to say at this time. We will inform you if the original package returns to us.

  Customer response

  02/24/2024

  
  Complaint: 21265673
  
  My issue is now being ignored by Adagio.
  
  
  
  *********************

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Last month I ordered a bag of Peach Bellini tea, looked really good on the photo (order #*******). Ground shipping for $3.75 was advertised, but for ** only $9.75 shipping fee was available. I ordered the bag for $29+$9.75. Much to my dismay, the tea it was not. The bag contained a pound of sugared and artificially flavored apple pieces. Nothing else, just apple pieces. I was appalled. No apple pieces cost $29, and almost $10 to ship. So I sent the company an email and called it a fraud, which it was. Naturally, if I wanted apples, I'd buy them for $2, not for $29. Wouldn't have to pay almost $10 on top- would just buy them in a store.Anyway, I asked for a full refund, shipping fee returned, and the return label paid. **************** rep was extremely nasty and condescending, and flatly refused. She even mocked me and said I should have ordered a sample before committing to a pound. A $3 sample and pay $9.75 shipping? Makes no sense. Now, I returned Items to them before. Never demanded any special treatment because what I received was in fact tea, which I simply didn't like. No problem. This time it was a total fraud, ************ of apple pieces, sugared. Gross! I contacted the *** of the company ****************. He informed me that he closed my account and doesn't need my business. All in all, this pound of apples cost me $29+$9.75+$6.99 return label. After I returned the apples, they credited $18.90 back to my CC account withholding 35% of the cost because the bag was opened. Total cost for the pound of apples - $26.84. It's a matter of principle: I ordered tea and received a fraudulent product. It's wrong! After that whole ordeal I looked up reviews. Lots of negative reviews about customer service reps and complains about excessive amount of apple pieces. In my case there were ONLY apple pieces in the bag, no mango, pineapple, peach and strawberry as advertised, no pretty pink leaves as on the picture on the website. Just apples.....

  Business response

  11/08/2023

  Our products are not fraudulent. As we explained in our many emails, we post a picture of the tea of every one of our products, and also include the full ingredients list on every product page. The tea ordered is an herbal tea that is an apple-based blend, and one of our most popular teas. The other ingredients were present in the bag. You can view all the details we describe here: ****************************************************************

  We have received your return and processed a refund as requested. As previously explained, we're happy to show how our refunds amounts are calculated. Teas in their original, unopened packaging are refunded in full, minus any applicable shipping charges. Teas that are open must unfortunately be thrown away **** forbids their resale). As such, they are subject to a 35% disposal fee. To avoid such charges, we highly recommend trying a sample of a tea before committing to larger quantities. We always recommend purchasing samples prior to investing in full sizes. Please review our policies and Returns and Exchanges here: **************************************************************************;

  Customer response

  11/08/2023

  
  Complaint: 20840525
  
  I am rejecting this response because: I never said all their products are fraudulent.  But the one I received was.  There was nothing there except sugared apple pieces.  Maybe they forgot to actually add the leaves and other ingredients.  We'll never find out.  As I mentioned in my complaint, I returned a product or two to them before.  Was never a problem.  This time it was different.  There was no tea in the bag, just sugared apple pieces....  All this could have been avoided if they simply sent me a return label and fully refunded me or offered to exchange to another product.  That's how a normal **************** acts towards loyal customers.  But there was constant bickering on their part, nasty and condescending.  I also mentioned in my complaint that there are plenty reviews from customers who are confused with the excessive amount of apples in this product.  Mine was just apples.  Mixed with sugar.  Definitely, not tea.  I am a huge fan of herbal teas and can certainly tell the difference between tea and a pound of apple pieces.  Mine was the latter.
  
  
  
  Regards,
  
  ***************************

  Business response

  11/08/2023

  We're sorry to hear you're unsatisfied. As promised, we accepted back the return and provided a refund based on our return policies.

  Customer response

  11/13/2023

  
  Complaint: 20840525
  
  I am rejecting this response because: Yes, that is true, I did receive $18.90 refund.  However, I spent $43.64 for a pound of sugared apple pieces.  I ordered tea and received apples.  No sane person will pay that much for apple pieces.  That's why I wrote the complaint.  
  
  
  Yes, maybe it hurt to be called fraudulent.  But I strongly feel that I received a fraudulent product.  As I said before, there was nothing in the bag but apple pieces.  After the initial shock upon opening the bag, I thought that maybe, just maybe it's supposed to be like that.  So I steeped 2 teaspoons in a cup.  It was awful, just apple mush.  
  Yes, that is true, I did receive $18.90 refund.  However, I spent $43.64 for a pound of sugared apple pieces.  I ordered tea and received apples.  No sane person will pay that much for apple pieces.  That's why I wrote the complaint.  
  
  Now, my understanding is it's my word against theirs.  But come to think about it: why would I lie?  I've been a good customer for years.  Never a problem.  I even returned products once or twice and got a refund according to their refund policy.  This time it is different.  I ordered tea and got apple pieces for $29.  I had to pay $9.75 shipping fee as well plus $6.99 to ship it back to them.  That is why I said in my initial complaint that I want the rest of the money ($24.84) back.  There was no reason for me to lie.  I was ridiculed and bullied by their customer service reps, my account was closed abruptly, and I was upset.  I lost a chance to order their seasonal tea  which I like, that comes in the summer , unless of course I ask a friend or a neighbor to order it for me.  I am sure my name is banned....  So there is no reason for me to lie .  I lost more than I had before.  
  
  
  $24.84 is almost the cost of a new 1pound bag of tea.  They can substitute the $$ for tea of my choice.  I do have favorite teas at Adagio.  
  
  
  And finally, yes, most of the reviews on ************* and Amazon are positive.  But there are quite a few negative ones and some very negative ones regarding both their customer service reps and that very tea with excessive amount of apple pieces.  Mine was just apple pieces, no tea, no leaves, no color, nothing like the picture on their website.
  
  
  
  Regards,
  
  ***************************

  Business response

  11/14/2023

  We're sorry you are upset. However, we provided all evidence we could and we do not mislead any of our customers about what they are buying. There are pictures of the teas on every product page and a list of ingredients as well as the pricing. We have our policies posted on our website in regards to this matter.

  Customer response

  11/14/2023

  
  Complaint: 20840525
  
  I am rejecting this response because:
  It's another meaningless answer from the company.  My only regret is that I myself didn't take a picture of a pound of apples ( that they fraudulently call "tea") I had received instead of the tea I saw on the picture and liked.  On the other hand, it proves my point that I am not lying or making up things.  If I did, I would be better prepared with pictures.  I haven't yet posted reviews but that should be fixed shortly.
  
  
  Regards,
  
  ***************************

  Business response

  11/15/2023

  Hello ******,

  No need to provide your own pictures, we have them on our site: ****************************************************************

  We're proud of our teas and they are well reviewed. We have always been upfront and honest about what the tea looks like and the ingredients and the pricing. As well as our return policies.

  Have a lovely day!

  Customer response

  11/15/2023

  
  Complaint: 20840525
  
  I am rejecting this response because:
  The picture is great, that is why I ordered that tea.  What I received looked nothing like a picture.  Simply put, it was a pound of sugared apple pieces.  Tasted disgusting too....  Yes, definitely should have taken the picture...   
  
  
  Regards,
  
  ***************************

  Business response

  11/20/2023

  We are sorry you are not happy and have provided a refund in line with our policies.

  Happy Holidays!

*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. ↩