ComplaintsforOut Of The Grey Coffee
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Complaint Details
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Initial Complaint
05/29/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
05/25/2023 Paid $9,945 for a Rancilio Classe 7 USD Tall with iSteam Espresso Machine while using a 15% off discount code provided by Out of the Grey Coffee. Confirmation #********* ********** Paid $1,615 for Rancilio Kryo 65 OD Grinder while using another 15% off discount code provided by Out of The Grey. Confirmation #********* Out of the Grey is refusing to send us the machines, stating we need to pay more money. A bait and switch sales practice that violates the FTC Act (1975 & 2022 ************************************************************)Business response
06/29/2023
In response to complaint #********
Out Of The Grey Coffee has been in business since 2010, sourcing, roasting, testing and delivering approachable (coffee & tea) luxuries. We currently have a 4.8 rating on both Google and Facebook. We also have never had a complaint with the Better Business Bureau, until now. This complaint is not accurate. We have provided documents that prove this complaint is false and misleading to the Better Business Bureau.
On the 24th of May 2023 two orders (#***** & #*****) were placed through our Shopify website for coffee equipment. I was informed through an employee that coupons, clearly designated for coffee and tea sales (see attachment) were used to purchase equipment. These discounts cut dramatically into our profit margin, but I allowed the sales into production. Several hours later I was told by another employee that both orders were flagged as probable fraud (see attachment) by Shopify’s Fraud analysis. Shopify stated, starting on the 21st of May 2023 (see attachment), a person(s) started the order process and were “Unable to authorize” the sale using their credit cards. They continued to try and push their orders through the gateway (see attachment) and after at least five different attempts over three days, they were able to complete their orders on the 24th using the coffee and tea, discount code. I reached out immediately to Shopify (see attachment) and was told that they could not guarantee the orders and that I would be charged back if this was fraud. They further stated that I should contact the buyer and verify their information and the sales. I began calling the buyer leaving several messages. I, googled him and his business and even sent an email and left a message there as well, explaining that I needed to speak with him immediately about possible fraud. The only communication received from the buyer was through our InBox (website messaging software) where he was checking the shipping status of his orders. I asked through text if we could speak on the phone and he (see attachment) stated, “I do not have time to talk on the phone. I am a busy man with many obligations.” He also immediately started demanding that we ship the equipment while he (see attachment) was threatening us with a Violation of FTC. He refused to speak with me and verify his information. We cancelled both Fraudulent orders the same day (see attachment) and lost hundreds of dollars because of the credit card processing fees, that we had to pay. I still believe these orders to be fraudulent and question how someone that stated, “I do not have time to talk on the phone. I am a busy man with many obligations,” had time to place a complaint with the Better Business Bureau.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.