ComplaintsforAmora Coffee

• Initial Complaint

  03/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up for a trial at Amora after being advertised an ad on Instagram on September 24, 2021. My first order did not arrive and I had trouble with the company overall. I canceled my reoccurring subscriptions and yesterday I notice -$56.79 has been taken out of my account even though I canceled my reoccurring subscription months ago. My account is in the negative now for coffee I did not request.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/04) */ Thank you for notifying us about this complaint. We at Amora Coffee are very concerned when a customer is dissatisfied for any reason. Please be assured we have taken the necessary action to resolve this situation in the best interest of the customer. Please know all subscriptions associated with this account have been cancelled and nothing further will be billed or shipped. According to our records, Ms. placed a subscription order on 9/24/21. She paid $1.00 for one bag of Amora coffee. The details of the offer are in the membership agreement, as well as the Term & Conditions that the customer must check that they have read and agree to the terms of the offer before the order can be processed. Order confirmation emails are generated including a link to our self-service dashboard for any order changes. We also send all customers an email confirmation 3 days before their next shipment to let them know their Coffee is ready to be packed. If at any time they change their mind or need to make a change to delivery, we are just a phone call away and our Customer Concierges are always happy to assist. We do show that the initial shipment was successfully delivered. However, Ms. contacted us via chat on 1/9/22 and we issued a no cost reshipment, which we also show as successfully delivered according to tracking. On 9/24/21, Ms. used our self-service dashboard to change the frequency of her shipments from every 21-days, to every 5 months. On February 24, we generated her second paid shipment. As stated in the terms and conditions of our offer, we did send an email letting her know that a shipment would be on its way. Once each shipment was packed, we generated an email confirmation that contained the shipment tracking information. We are unable to refund the most recent purchase from February 24 because our customer has issued a chargeback against us and we are not able to refund her directly. Her bank will determine if a refund should be approved. Again, nothing further will be billed or shipped. We have not requested any product return and hope the coffee will be enjoyed or shared. We do our best to offer many options for our customers to communicate with us. Our Amora customer service team is available 24/7. We offer a toll-free phone number, live chat, email as well as a self-service dashboard for any order changes, including order cancellation. We sincerely apologize for any inconvenience or concern this situation has caused Ms. Barbara and hope we can be of assistance in the future. Consumer Response /* (3000, 7, 2022/03/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Subscription was cancelled and they manually reopened it without my consent. Refund still not issued.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  First, they present themselves as a regular e-commerce selling coffee. They offer a coupon for a free first purchase. The $1 dollar fee is that they need your credit card to be able to charge you the recurrent fee before you know it is a scam. Only after you paid. In the receipt, you learn that you just signed up for a subscription!! You are not just buying one bag, you are paying a subscription and, unless you cancel, you will be charged full price soon enough. The subscription itself is another step of the scam. You pay every two weeks, not every month as it's the common practice. Also, they claim that to not be charged, you have to cancel the next delivery before it has shipped. In practice, it all means that you have to cancel the subscription (that you never knew you had signed up to) in a week, which is even before the first "free" delivery has arrived. I would like to return all 4 unopened shipments of coffee for a full refund.

  Business response

  03/24/2022

  Business Response /* (1000, 5, 2022/03/04) */ Thank you for notifying us about this complaint. We at Amora Coffee are very concerned when a customer is dissatisfied for any reason. Please be assured we have taken the necessary action to resolve this situation in the best interest of the customer. Please know all subscriptions associated with this account have been cancelled and nothing further will be billed or shipped. According to our records,. placed a subscription order on 1/4/22. She paid $1.00 for one bag of Amora coffee. The details of the offer are in the membership agreement, as well as the Term & Conditions that the customer must check that they have read and agree to the terms of the offer before the order can be processed. Order confirmation emails are generated including a link to our self-service dashboard for any order changes. We also send all customers an email confirmation 3 days before their next shipment to let them know their Coffee is ready to be packed. If at any time they change their mind or need to make a change to delivery, we are just a phone call away and our Customer Concierges are always happy to assist. We do our best to offer many options for our customers to communicate with us. Our Amora customer service team is available 24/7. We offer a toll-free phone number, live chat, email as well as a self-service dashboard for any order changes, including order cancellation. As stated in the terms and conditions of our offer, we did generate 4 additional shipments before she reached out to the BBB which triggered her account cancellation. We have no record. attempted to contact us for any assistance. Again, 3 days before each shipment was generated, we sent an email letting her know that a shipment would be on its way. Once each shipment was packed, we generated an email confirmation that contained the shipment tracking information. We were able to refund the most recent purchase from March 1st. However, since our customer has issued a chargeback against the 3 previous purchases, we are not able to refund her directly. Her bank will determine if a refund should be approved. Nothing further will be billed or shipped. We have not requested any product return and hope the coffee will be enjoyed or shared. We sincerely apologize for any inconvenience or concern this situation has caused hope we can be of assistance in the future.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was a subscription customer for quite awhile because I really enjoyed the flavor of the coffee. I gave glowing reviews to the two coffees I had tried on their website. Then, things started to get bad. If you attempt to make the slightest change to your automated subscription regarding product, frequency or quantity, your order will fail - even though nothing in your account will reflect that. It will show that everything is fine with your order and it is "fulfilled". Then, you won't ever get your coffee. When you try to contact customer service to fix it, you never know what you're going to get. Sometimes, you cannot reach them at all. Sometimes, you can actually reach them but they're rude or they don't seem to have any idea what you're talking about. They will make promises that they cannot or will not fulfill. They never accurately update your pending shipment. My most recent attempt at ordering from them, I was told my order was complete and would ship out that day. They said if they needed anything further, they would reach out. I never got my order and they never contacted me that something was supposedly wrong. After days and weeks trying to get an answer, they finally said my payment info needs updating (which it does not). I pointed out that they never apologized. They doubled-down on that. They still won't apologize. They now appear to be only collecting credit card numbers from innocent consumers. Please don't do business with this company. It's not worth it. They practice bait and switch and false advertising. I would like them to remove my two 5-star reviews from their website. And I would like an apology. I also was unable to redeem all the membership points I accrued. But I suppose that's just money lost, at this point.

  Business response

  03/07/2022

  Business Response /* (1000, 5, 2022/02/11) */ Thank you for notifying us about this complaint. We at Amora Coffee are very concerned when a customer is dissatisfied for any reason. Please be assured we have taken the necessary action to resolve this situation in the best interest of the customer. Please know this account has been placed on hold until May 6, 2022, as instructed by our customer. According to our records, has a subscription for a discontinued coffee selection. As a result, her order failed to ship. We failed when she contacted our customer service department and were not able to correctly explain the problem with her order. We have spoken with her directly and have sent an additional shipment containing several blends for her to try, at no cost, for the inconvenience. We sincerely apologize for any inconvenience or concern this situation has caused and hope we can be of assistance in the future. Consumer Response /* (3000, 7, 2022/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Who is ? This company has so many complaints, they can't even keep them straight. This response is for another complaint. Business Response /* (4000, 9, 2022/02/14) */ Thank you for notifying us about this complaint. We at Amora Coffee are very concerned when a customer is dissatisfied for any reason. We apologize for the typographical error in our last response, caused by human error. We believe we have taken the necessary actions to resolve this situation in the best interest of the customer, following her request to place this account on hold until May 6, 2022. According to our records, has a subscription for a discontinued coffee selection. As a result, her order failed to ship. We failed when she contacted our customer service department and were not able to correctly explain the problem with her order. We have contacted her over the phone, using the phone number associated with her account. As a result of that call, we have sent an additional shipment containing several blends for her to try, plus a canister and scoop we thought she might enjoy, at no cost, for the inconvenience. It was our understanding she accepted our apology and was satisfied at the end of our phone conversation. We sincerely apologize for any inconvenience or concern this situation has caused and hope we can be of assistance in the future.

• Initial Complaint

  01/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Amora Coffee charged my debit card without my authorization for a subscription that I had cancelled on November 30th 2021. I then called Amora Coffee and they told me that they issued me a refund as I did not authorize the charge as I have no subscription with them. It's now been a month and I still have no refund and when I called the company a representative said the first representative that issued my refund did it incorrectly so they initiated the refund again. While I was on the phone this second time concerning my refund they instructed me to wait to receive an email stating that my refund was going to be credited back to my bank account but I never received the email. Therefore I was instructed to wait and call back if I didn't receive the email but the company has not answered any of my calls since then. This company is a scam and multiple people have written reviews on their company website stating how they were scammed. I am hoping for the company to finally initiate my refund and also be investigated for their fraudulent business practices.

  Business response

  02/18/2022

  Business Response /* (1000, 7, 2022/01/27) */ Thank you for notifying us about this complaint. We at Amora Coffee are very concerned when a customer is dissatisfied for any reason. Please be assured we have taken the necessary action to resolve this situation in the best interest of the customer. Please know this account has been cancelled and nothing further will be billed or shipped. According to our records placed a subscription order on 9/3/21. She paid $1.00 for one bag of Amora coffee. The details of the offer are in the membership agreement, as well as the Term & Conditions that the customer must check that they have read and agree to the terms of the offer before the order can be processed. Order confirmation emails are generated including a link to our self-service dashboard for any order changes. We also send all customers an email confirmation 3 days before their next shipment to let them know their Coffee is ready to be packed. If at any time they change their mind or need to make a change to delivery, we are just a phone call away and our Customer Concierges are always happy to assist. We do our best to offer many options for our customers to communicate with us. Our Amora customer service team is available 24/7. We also offer live chat, email as well as a self-service dashboard for any order changes, including order cancellation. As stated in the terms and conditions of our offer, we did generate an additional shipment on 11/30/21. We apologize that our team did not correctly process her refund when originally requested. However, our records indicate this charge was refunded in full 1/11/22. Again, nothing further will be billed or shipped. We did not request any product return and hope the coffee will be enjoyed or shared. We sincerely apologize for any inconvenience or concern this situation has caused and hope we can be of assistance in the future.

• Initial Complaint

  01/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company has a online cancellation that doesn't actually process your cancellation and then charges your credit card anyway. Stay away.

  Business response

  01/14/2022

  Consumer Response /* (2000, 6, 2022/01/06) */ Company issued a partial refund. Please close case.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company has predatory practices in regards to its "subscription service." They offer you a free trial for $1 and then make in IMPOSSIBLE to cancel the subscription. Literally if you call the number on the website it will direct you to a random place everytime and then just hang up. You call there number and you get either "press 1 for a walmart gift care", "press 1 to be connected to medicare specialist"??? This is suppose to be a coffee place! Insanely sketchy stay very far away.

  Business response

  12/16/2021

  Business Response /* (1000, 7, 2021/11/29) */ Thank you for notifying us about this complaint. We at Amora Coffee are very concerned when a customer is dissatisfied for any reason. Please be assured we have taken the necessary action to resolve this situation in the best interest of the customer. Please know this his accounts have been cancelled and nothing further will be billed or shipped. According to our records, placed 2 separate subscription orders on 10/26/2021. In both cases, he paid $1.00 for one bag of Amora coffee. The details of the offer are in the membership agreement, as well as the Term & Conditions that the customer must check that they have read and agree to the terms of the offer before the order can be processed. Order confirmation emails are generated including a link to our self-service dashboard for any order changes. We also send all customers an email confirmation 3 days before their next shipment to let them know their Coffee is ready and packed. If at any time they change their mind or need to make a change to delivery it is just a phone call away and our Customer Concierges are always happy to assist. We do our best to offer many options for our customers to communicate with us. Our Amora customer service team is available 24/7. We also offer live chat, email as well as a self-service dashboard for any order changes, including order cancellation. As stated in the terms and conditions of our offer, we did generate two additional shipments on 11/9/21. Both of these orders were refunded in full, and we did not request any product return and hope the coffee was enjoyed or shared. We cannot say which phone number was using to contact us however it was not Amora Coffee. Again, we do try to clearly communication with all of our customers and make it as easy as possible for them to contact us - at any time. We sincerely apologize for any inconvenience or concern this situation has caused and hope we can be of assistance in the future.

*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. ↩