![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforIlly Caffe North America
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/03/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I joined **** Caffe subscription program to order coffees based on scheduled period and received free coffee machine. Since **** coffee is my favorite, I was happy to join the subscription program to order. I received the coffee machine, other items I ordered and my first two subscriptions within 7-10 days from the ordered date, and shipping charges were waived for orders over $50. All of sudden from the 3rd subscription order, I started having problems. My order was placed in duplicate, so I was charged twice for two orders in one day when the next scheduled order should have been 6 weeks later. When I called to complain, both orders were already shipped out 3/28/2024, and **** said I could not cancel until I receive both orders, and would have to ship one back to them. I was willing to accept both since I would eventually use them, but the problem is I still have not receive them. **** says it's because I live in ******, but then I received their other orders within 7-10 days. When I called back again to track the shipment, **** said the shipping agent, ***** is handling it and they cannot do anything. I found out from tracking that ***** is using **** to deliver from **********, most likely to cut costs, but from 4/5/2024 tracking is not available from ***** or ****. When I called illy again, illy agent said the tracking shows I will be receiving the items on 4/30 & 5/2, and she had escalated my issues to the management. As of today, I still have not received any of the products, neither ***** or **** tracking site shows tracking information since 4/5, and it just says it will post updated dates when its moving again, whatever that means. I called illy twice and emailed twice on this issue, but did not receive any response. I don't understand how 7 day shipping has changed to more like 70 day shipping with ***** switching to **** which seems like *************** if illy does nothing to fix it. **** should send replacement by overnight shipping ASAP.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.