Complaints

• Initial Complaint

  03/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have a monthly coffee subscription where I pay $64/month, and receive four bags of coffee per month. On February 8, I only received one bag of coffee in the mail instead of four. I emailed and explained that I was missing three bags of coffee. On February 9, Aidan S*******, the Web Sales Manager replied and said that it was a mistake, and that they'd send the remaining three bags of coffee. I never received the other bags of coffee. I emailed on 2/21, and again on 2/25 to try and get an update on my missing coffee, and did not receive a response. On 2/27, I messaged them on ********, and explained the situation, and asked if I could just be refunded for my missing three bags of coffee ($48 = 3 bags @ $16/each). I have no heard back from them. I have since cancelled my monthly subscription, but would still like a refund, if possible.

  Business response

  03/09/2023

  Good afternoon ****,

  
  

  First of all I apologize for the lack of response from myself and our team. The week after emailing you on 2/9 I prepped an order for you, but it unfortunately was never shipped. I left the country for a visit to some of our coffee producers in ********* the following Monday, and with folks covering for me for a few weeks, your 3 bags of coffee still didn't make it into our outgoing shipments. I returned on 3/4, and with a pile of emails to get back to I simply lost yours in the stack. 

  
  

  I'm sorry to hear you've cancelled your subscription. I understand your frustration and have processed a full refund for those coffees. I can assure you that this is not a common occurrence with our subscription program as I personally oversee each order that goes out. We appreciate your understanding, and hope you'll consider us again for your future coffee needs. Please let me know if there's anything else I can do.

  
  

  – Aidan

  Aidan S*******

  Web Sales Manager – Deeper Roots Coffee

  2108 Colerain Ave, Cincinnati, OH 45214
  

  ###-###-#### 

  Customer response

  03/09/2023

  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. 
  
  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. ↩