ComplaintsforAdagio Teas

• 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!

• Initial Complaint

  12/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered from this company on December 3rd and the package and shipped the same day. Waited almost a month and reached out to customer service. Their website states to send an email and they will file a claim with the carrier. The company responded to my email saying the delivery driver had too many packages and that's why the shipment was delayed. I responded asking if a month was a common delivery time, as I've received multiple packages from the same carrier that were ordered AFTER this order, which were also routed through the same delivery facility with no issue. Also asked if it was possible to simply cancel my order. In response to my question, they sent a generic "due to high volume" delay email. Still no offer to open a claim. I responded AGAIN directly referring to their website policy regarding filing a claim. Why offer this service if the company does not actually adhere to their own policy?? Got a canned response of "We initiated a trace, but the situation is not unique." Did not file a claim, did not give any additional "trace" information, did not give an option for resolution. If by some miracle the package does arrive, I will be returning it. Though I expect given my experience so far, that I won't get a refund either. Absolutely ridiculous. After some further research, I see review after review on social media and other websites about the horrible service they've also received. It's not just one or two customers -- this is a pattern over years and they don't seem to care or want to improve. Consumers beware! This company does not care anything about their customers and prefers to push the blame off on everyone else but themselves when it comes to any sticky situations. DON'T WASTE YOUR TIME OR MONEY.

  Business response

  12/31/2021

  Hello *****,

  Thank you again for your recent order. We're happy to explain its slower delivery speed. To keep your shipping expense low (and free on orders of $49 or more) you selected to ship your order with ***** Economy. While this delivery option is our most affordable, it is also our slowest, resulting in transit times that vary from a few days to a few weeks. We do our best to ensure that your holiday packages arrive in time by processing your orders as quickly as we can and handing them off to the carrier usually within one business day of receiving them. Unfortunately, ***** has recently announced that due to high volume, low staffing, and team safety that they are no longer guaranteeing estimated delivery windows for Economy, Ground, Second Day, and ******** packages. Delivery may take longer than estimated. We post an estimated delivery window which most packages do arrive within, but we also warn at checkout that transit times may vary. We're sorry to hear that your package is delayed.

  Should you prefer faster delivery, we offer this as well in the form of ***** Ground, 2nd Day, and ******** services. We offer a range of shipping speeds and invite you to consider these options for your next order. Whether you prefer economy or speed, we'll gladly accommodate your wishes.
  

  We have filed a claim with the carrier to help get your package delivered faster. We expect your package to be delivered soon! Sorry for any delay! Should your package not be delivered, we'll gladly send a replacement as promised.

  Customer response

  12/31/2021

  
  Complaint: 16413546
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *************************

*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. ↩