Coffee Serv, Inc.

The original order did contain the wrong product, a reshipment for the correct product was requested and sent prior to the return of the original shipmentThe shipment was sent via *** ground and would take 3-business days to arriveThe tracking was not available for the exchange shipment yet,
so another request was entered and shipped.Here are the *** tracking numbers for both reshipments containing boxes each.***The tracking number for the original shipment is ***, containing boxes of coffeeAt this time the original shipment and two separate replacement shipments were sent without a returnOnce a shipment is processed we cannot cancel the as stated on our website and the order and all replacements would need to be returned to process a refundWe are sorry for the confusion and delays experienced with this order and will provide a pick up or a prepaid label, whichever is most convenient for the customer.*** return labels have been emailed to the customer for the return of the boxesIf a pick up is needed the labels will be canceled and *** will be sent to pick up the boxesOnce the label has been used or pick up established a refund will be processed right away.Return tracking numbers: *** *** *** ***

We require return tracking information, as stated on the return authorization form instructionsThe tracking number must be provided to us so we can track the package in the event it does not make it back our warehouseWe have no received notice of this return from the warehouse.Once we have the
return tracking showing the return, we process a refund

Hello ***,??
We've resent a *** prepaid label which comes directly from *** to your emailIf you do not receive these we can set up a call tag?, whichever is most convenientThe most recent tracking number is ***Kind Regards,
Customer Service
CoffeeForLess.com(P)###-###-####
(E) [email protected]

As per the information on our website at the checkout page, we are unable to cancel or modify orders once they have been submittedPlease review your order and all information providedOnce the order
has been placed we are unable to modify or cancelBy submitting the
order you've
agreed to the terms and conditions and that all information provided is accurate
We attempted to cancel the order, however once processed we are not able to pull a single shipment from the warehouseThe order was shipped and could have been refused so it was returned to usWe've also offered a prepaid label or a pick up, whichever option is most convenientWhen a coupon is entered the button apply must be clicked to ensure the discount is deducted from the total before submitting an orderIf there are any issues we should be notified prior to the order being placedGenerally we are able to apply the coupon as a store credit or a refundIf the customer would still like to return the shipment we can send a label or a call tag

As per the email correspondence a refund was being sentThis information was to explain the pricing of the machineThe machine which was returned, once checked was not primed correctly and does work, however cannot be resold

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, although long overdue, is satisfactory to me.
Regards,
*** ***

The order for the *** *** value pack contains boxes of coffeeIt is not buy the machine and get the coffee for free, its a value pack
Original Price: $
Sale Price: $(discounted
by 46%)
At the sale price the *** machine only was $70.19, the coffee was $
The machine was reported to be "defective", however upon return to us, it was not primedThe machine needs to be primed before use and when we tested the machine it was never primedOnce primed it works perfectlyWe did not subject this order to a restocking fee and we were going to replace it although it was in working conditionWe were out of stock on the product, so we refunded the customer in full, which covered the the sale price of the machine and also for the coffee (which was not returned)The return shipping was $and we refunded $64.76, we did not subject this to a restocking fee although it has been opened and cannot be resold as new
We are sorry for what was communicated by the representative regarding how the return would be handled, however the full refund covered the machine and the shipping cost of the machineWe've sent a label to receive the remaining itemsWe've also contacted to confirm the address to mail a check as a courtesy--
*** ***
Customer Service Manager
CoffeeForLess.com
(Phone) ###-###-####***
(Direct) ###-###-#######-###-####
(Email) ***
Blog: http://www.coffeeforlessblog.com
Facebook: http://facebook.com/CoffeeForLess
Twitter: http://twitter.com/CoffeeForLess

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] This is the email response I received. Dear [redacted], We sincerely apologize for all the confusion and inconvenience.No need to return anymore coffee. You may keep all the coffee that you have received.Thanks,........................................................... Mor...⇄ J[redacted]Customer Service Representative CoffeeForLess.com (Phone) ([redacted](Email) [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I spoke with a customer service representative in regards to this matter and they spoke to the shipping warehouse and assured me I would be able to receive a Saturday delivery through [redacted].. This clearly did not happen.  In addition, I have never received a return label for these items.  These are false responses from the business.
Regards,
[redacted]

I found this cite a couple of years ago and have put in a couple of orders. The pricing and selection are above average, the delivery and satisfaction of the product were above average as well. The order placement was quick the last two times and would recommend this to others looking to buy in bulk k-cups.

On Wed, Mar 19, 2014 at 4:45 PM, [redacted] <[redacted]>
wrote:
Hello [redacted],
The original shipment experienced some issues with the tracking information. When the customer notified us, we reshipped the order and according to the new tracking number it was delivered.
[redacted]
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Help
Ship (P/U) date :
Fri 2/14/2014
[redacted], PA
US
Delivered
Signature not required
Actual delivery :
Tues 2/18/2014 5:13 pm
[redacted], IN
US
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Travel History
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Hide
Date/Time
Activity
Location
-
2/18/2014-Tuesday
5:13 pm
Delivered
[redacted], IN
Left at front door. Signature Service not requested.
8:02 am
On [redacted] vehicle for delivery
[redacted], IN
7:08 am
At local [redacted] facility
[redacted], IN
3:58 am
Departed [redacted] location
[redacted], KY
-
2/17/2014-Monday
6:53 pm
Arrived at [redacted] location
[redacted], KY
-
2/15/2014-Saturday
7:55 am
Departed [redacted] location
[redacted], MD
2:40 am
Arrived at [redacted] location
[redacted], MD
-
2/14/2014-Friday
7:45 pm
Arrived at [redacted] location
[redacted], PA
6:28 pm
Picked up
[redacted], PA
We did respond to her email with the following:
We responded to her email with the following but did not receive any further correspondence, so the assumption was she received the order.
Sales - CoffeeForLes
[email protected]
Feb 18
to[redacted]
Hello [redacted].
We apologize for any inconveniences you may have experienced. A request for reshipment has been scheduled for this claim. For your ease, you can track its progress here. If you still want your refund, you will have to refuse delivery of this package. Once it has been returned to the warehouse, we will be able to issue a refund to your account. If you have any other questions please contact us.
Kind Regards,

To: Revdex.com Metro Waghington DC and Eastern PARE: Accreditation Standard compliance- Case# [redacted]
The order placed on 10/17/14 Friday at 9:29 AM, which was processed and shipped within our 2 day processing time. Delivery days for all orders are business days (weekends are not included...

for any shipping carrier). The shipment was delivered on the next business day, which is Monday,Our shipping policy is as follows:http://www.coffeeforless.com/free-shipping/Our Standard Shipping Policy Domestic orders are sent via [redacted] Expedited shipping orders must be placed before noon EST to be processed that same day. It may take up to 48 hours to process an order. Please note this is not included when calculating estimated time of delivery. Standard orders for [redacted] sent within the Continental US may take up to 5 business days to be delivered (weekends not included in this estimate), Packages sent to AK or Hl are delivered via [redacted]. We are not able to send to Military/APO addresses at this time. Due to the varying nature of the products available on our website, which come from a number of sources, we are not able to guarantee or set a preference for where an order may originate, Customer service is not able to control where a product may ship from,We've sent a prepaid label to return the products if the customer still wanted a refund, which has not been used.[redacted]tracklng [redacted], ship (P/U) date Tues 11/11/2014[redacted] LONDONDERRY, NH US [redacted] Estimated delivery :N/ANa[redacted]. (...[redacted] ASTON, PA US [redacted]Dte/Time Activity 11/11/2014 - Tuesday 4:11 pm Return lables link emailed in return sentlerKatrina G
Customer Service Manager

The particular product ordered is sent directly from the manufacturer/ supplier to our customers. We were notified the product was no longer available once the manufacturer received the order slip. All other items shipped right away so the order was charged.  However, the customer has been...

refunded for the $18.50 for this product. The customer may check with the card issuer to determine the processing times for the refund. The refund transaction number is [redacted].

A refund was processed. The card issuer should be contacted to verify refunds from CoffeeForLess were processed.  Once we submit the refunds to the issuer and receive a transaction number we have no further access to the customers account to confirm. We are not able to process another refund as the first one has gone through.The following information is from our payment system.Transaction ID:


[redacted]





Reference Transaction ID:


[redacted]





Entry Method:


Keyed





Transaction Type:


Refund




Transaction Status:


Refund





Authorization Code:








Payment Method:


[redacted] XXXX-XX**

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because the statements made by the company were false and unacceptable and frankly sound like bullying.  They should correct these very misleading comments and refund my $48.40 shipping as promised many times now.
No where in their advertisement or receipt do they claim that the KCups that came with the [redacted] were $64.76 of the $134.95 that I paid.  This was never advertised or communicated before or after purchase or during the return process.  The company specifically told me not to return the boxes because they had been opened.  That is not my problem.  The special is no longer on the company website so I can not verify if they claimed the Kcups were "free" or not.  I don't think it matters, because they are the ones that told me not to return them.  I offered to.  If you record your calls, feel free to go back and listen.  I asked twice and he said no please don't return the Kcups.  My mother gave the KCups away once the company told us twice to not return them.  The company's fault, not ours.  
The company also claimed that the [redacted] machine did not work because we did not prime it first.  I was actually the one who primed the machine for my Mom before the first use.  I followed the instructions exactly and the machine worked great for a few weeks and then suddenly stopped working.  Again, this is the first mention that the company has ever made that the machine error was our fault.  No one ever mentioned this to me during any of my emails or phone calls during the entire return process.  This sounds like an excuse to make this whole thing look like our fault.  No one ever asked me if I primed the machine.  I did and would have told you this if you asked.  You have a faulty product.  It happens, no big deal.  Just take ownership, make a simple and timely return and apologize.   I am not mad it was faulty, I am disappointed with how the company has handled the return.  It sounds like the company is restocking this particular machine which also makes me worried for whoever gets it next.  I did prime it which means it should work, but it didn't.  Looks like this will lead to another return which I would not wish this extremely drawn out and exhausting return process on anyone.  I hope they don't now try to blame the next customer as well.  Makes me wonder if my machine was also recycled form someone else.  I hope not!  We will never know.
The company's response is unacceptable.  The company is still not honoring their original word communicated via phone and email to reimburse my shipping costs without demanding I return the KCups which are already gone.  I received an email today from the company requesting me to send them a copy of my mom's shipping receipt (now the 3rd time I have sent this to them).  I have now been promised 3 times that this will be sent to me.  I would be happy to close this case at a later time if a check is sent and their response is changed to admit the truth about this transaction.  Nothing they have done has been a courtesy like they claim.  I do not want this to happen to someone else.  One of the worst customer service experiences I have ever had.   I have spent so much time and energy on this mainly because I really wanted to see this company live up to their claims for satisfaction and good business.  Please honor your employee's word and work on your customer service so that others will not have to go through this.  
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I have ordered from COFFEEFORLESS a few times and had great experiences until December 3rd 2015. I ordered a 90 dollar coffee order. Immediately I received my tracking number and it was on its way. It arrived in California on the 11th of December but it never left the FEDEX facility. I called and emailed them and they could not find the package. Apparently, the label was ripped off and it was returned to COFFEEFORLESS. It arrived on the 21st of December back at the Pennsylvania facility. I called and emailed and received a positive response from Morgan C[redacted] I was told that they would expedite a new shipment out. I expected it pretty quick but again the days went by and no tracking number was sent. I called and emailed Morgan but never received a phone call or email.
On January 2nd I received a survey about my order that I still had not received.
On January 4th I spoke with a new person who assured me they would get me a tracking number and find out where the package was.
Today is January 7th I called once again. Alex answered and said he was sorry after hearing of my order not being sent. Sorry is all I received. He had no clue where my order was or if it was even shipped. I cancelled my order one month and four days after I placed it. Customer Satisfaction is not a priority for Coffeeforless. It should say customersareless. I am warning all buyers of coffee to be very careful when ordering from the people who don't care at coffeeforless.

The order was placed on 9/5 and shipped via [redacted] Ground. There was a notice on the tracing information indicating a delivery exception due to weather (Hurricane Harvey). We email tracking information to our customers so they can track the shipment to see where it is and when it will...

be delivered. [redacted] does not notify us or the customer of certain types of shipment issues.The customer contacted us to inquire about the order, at which time we tracked the order on [redacted].com and saw the delay notice. We informed him due to Hurricane Harvey and the flooding, there is a delay. The customer was not happy about this and wanted to know why we did not notify him. The representative explained the delay and provided the information that appeared on the [redacted] website. We do not have any information beyond what [redacted] provides and do not have the information prior to checking the tracking information. The representative also explained the major issue of flooding in certain parts of the State would put a halt on delivers. The customer stated he was not in that city and has no flooding in his area so there should be no delay. However, depending on the [redacted] route and delivery hub, a number of deliveries would be affected by the flooding in other cities or even other States. The customer asked that the representative find out where it is, when it would be delivered and specified it needed to be delivered ASAP. We did contact [redacted] to get information but they had no ETA, they stated it depends on the weather but drivers will not be put at risk to deliver packages with the kind of damage experienced in the customers’ State.The shipment was 1 day late, which we understood the customer no longer wanted the order because of this. We asked that he refuse the shipment (please see emails below). Once the item was returned we refunded the order, however the customer stated he opened a dispute with the credit card company. Unfortunately once we process a refund it is then in the hand of the card issuer to put it back on the customers’ card and we are not able to speed up that process with an open dispute.We are sorry that the information we provided did not lead to the on-time delivery. We also apologize that the information was not provided in a professional manner and that issue was dealt with internally. Our customer support service is designed to alleviate customer frustration, not add to it and further training for these situations have been provided We will defiantly put a process in place to notify customers of possible delays due to weather conditions and other issues beyond our control.

We require return tracking information, as stated on the return authorization form instructions. The tracking number must be provided to us so we can track the package in the event it does not make it back our warehouse. We have no received notice of this return from the warehouse.
Once we...

have the return tracking showing the return, we process a refund.

Review: Your Order #[redacted] (placed on January 3, 2014 1:03:46 PM EST), this is my order number, date and time of when I placed my order on www.coffeeforless.com. I wanted to order folders [redacted] 96count when I seen the advertisement above the quantity button that if you buy 6 boxes at $9.33 you save over 80%, so I did.. It made since to buy more for less, I figured by the name of the website it wasn't going to be a scam. It was clearly stated in red that this was a deal that they had running on the website for this coffee only, but now they are telling me they are not going to fulfill my order, even after they have already taken the money and sent me a conformation number and receipt. I have never ordered from this website before but it is a secured site and it also includes this "insurance"... [redacted] Certificate of Guarantee [redacted]

Purchase Date: 1/3/2014 6:04:13 PM GMT

Store: Coffeeforless

Order ID: [redacted]

This is your official [redacted] Certificate of Guarantee that is provided to you and paid for by Coffeeforless.

Your Guarantee Benefits

$10,000 Identity Theft Protection.

Receive comprehensive assistance and financial coverage if your identity is stolen anywhere online or offline. See terms »

$1,000 Purchase Guarantee.

All terms (returns, refunds, shipping, etc) are independently guaranteed by [redacted] up to $1,000. See terms »

$100 Lowest Price Guarantee.

If the published store price drops, [redacted] will pay you the difference, up to $100. See terms »

If you have any issues that cannot be resolved with the merchant, you may contact [redacted] for assistance. Visit the [redacted] Buyer Service Center to make a benefit claim within 30 days of your purchase. This guarantee expires 30 days from the date of purchase.

Here is my order:



Hello [redacted],

Thank you for your order from CoffeeForLess.com. Once your package ships we will send one or more emails listing the tracking numbers for your order. If you have any questions about your order don't hesitate to get in touch with us via our contact form, or reach us by phone 24 hours a day, 7 days a week at ###-###-####.

Your order confirmation is below. Thank you again for your business.

Your Order #[redacted] (placed on January 3, 2014 1:03:46 PM EST)

Billing Information: Payment Method:

[redacted] United States

T: [redacted] Credit Card

Credit Card Type:

[redacted] Credit Card Number:

xxxx-[redacted] Shipping Information: Shipping Method:

United States

T: [redacted] Shipping Method - Super Saver (4-9 days)

Item Sku Qty Subtotal

[redacted] Classic Roast [redacted] 96ct Box [redacted]C 6 $55.98

Subtotal $55.98

Shipping & Handling $0.00

Discount ([redacted]) -$4.48

Grand Total $51.50

Thank you again,

CoffeeForLess.comDesired Settlement: I would like my products that I ordered

Business

Response:

The pricing structure for the product in question was set up incorrectly. Only when 6 items were added to the cart was the discounted price displayed but the amount was incorrect. As per our terms listed here http://www.coffeeforless.com/terms-and-conditions.CoffeeForLess.com Disclaimer. WHILE CoffeeForLess.com ENDEAVORS TO PROVIDE THE MOST ACCURATE, UP-TO-DATE MATERIALS AVAILABLE, THE INFORMATION, MATERIALS, PRODUCTS, AND SERVICES AVAILABLE ON THIS SITE MAY INCLUDE INACCURACIES, TYPOGRAPHICAL ERRORS, OR OUTDATED INFORMATION. MOREOVER, CoffeeForLess.com MAY MAKE MODIFICATIONS OR CHANGES TO THE SITE OR THE INFORMATION, MATERIALS, PRODUCTS, AND SERVICES DESCRIBED IN THIS SITE AT ANY TIME, FOR ANY REASON. CoffeeForLess.com IS NOT RESPONSIBLE FOR AND NEED NOT HONOR TYPOGRAPHICAL OR PRICING ERRORS ON THE SITE; CoffeeForLess.com RESERVES THE RIGHT TO REFUSE OR CANCEL ORDERS AT ANY TIME, INCLUDING BUT NOT LIMITED TO ORDERS THAT CONTAIN INCORRECT PRICES OR PRODUCT DESCRIPTIONS, ORDERS IN WHICH CoffeeForLess.com BELIEVES THE CUSTOMER HAS VIOLATED APPLICABLE LAW, AND ORDERS THAT CoffeeForLess.com BELIEVES ARE HARMFUL TO CoffeeForLess.com OR ITS AFFILIATES. CoffeeForLess.com ALSO RESERVES THE RIGHT TO LIMIT THE NUMBER OF ITEMS PURCHASED OR ORDERS PLACED THROUGH THIS SITE.This was not intended false advertising, it was a mistake on the price for a particular quantity, which we cannot afford to fulfill as a small family owned business. We did inform the customer that it was an error and did provide a coupon and gift certificate/credit of $10 for the inconvenience in the following email."Due to an error with the quantity pricing, the [redacted] Classic Roast [redacted] 96ct displayed the incorrect price for a quantity of 6. We are a small family owned business and we sincerely apologize, but we are not able to fulfill this order. The pending authorization on your card has been voided and the funds should be released within 24 business hours.This error has been corrected and the correct price for one 96ct is $55.96. This price will be multiplied by 6 if a quantity of 6 is ordered. We appreciate your business and if you still wish to order the [redacted], please use the coupon code [redacted] for 10% off your purchase. We have also added a $10 store credit to all affected customers who have a CoffeeForLess account. If you do not have a CoffeeForLess account, we will be sending you a $10 CoffeeForLess e-gift card instead. Please allow 2 business days for processing times.We sincerely apologize for the confusion and inconvenience this has caused you and appreciate your understanding."

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Again, this was a banner that advertised for this product on your website , it was not a whole website "error", it was for on product that clearly advertised savings IF you bought all 6 boxes of coffee it discounted the price over 80%, but only if you bought all 6, so thats what I did. I have NEVER dealt with a business that didn't honor what they advertised, its a shame. also that disclaimer was not anywhere in sight when I placed my order.

Regards,