Gevalia Kaffee

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 meAND they DID reach me via email SO WHEN THEY SAID THEY COULD NOT REACH ME again they lied! BUT I did get my membership canceled and the amount credited to my credit cardBUT I will NEVER buy any GEVALIA coffee EVER AGAIN! Regards,

We are writing in response to complaint ID: [redacted] dated 6/30/2015,regarding [redacted] ***Please be advised we have spoken to Mr [redacted] inregards to his account [redacted] He had requested records where itindicated his order and payment historyHe was advised on various occasions thatwe do not have such records but he does have access to his Gevalia accountwhere it shows the orders that have been placed and was advised to verify themwith his bank statementWe also walked him through his pending balance and thepayments we have receivedHe was also advised this was all the information wehad available.Thank you for bringing this matter to our attention and allowingus to assist our customer Should you orMr [redacted] require any additional information regarding this situation, pleasefeel free to contact me at 1-800-GEVALIA(1-800-438-2542) during the hoursbelowIn the event that I have stepped away from my desk, please ask for theSupervisor on dutyWe will be happy to assist Weekdays: 8AM – 10PM EST Weekends: 9AM – 6PM ESTSincerely, [redacted]

Weare writing in response to complaint ID: [redacted] dated 12/31/2014, regarding Samantha [redacted] Please be advised we have cancelled [redacted] Wespoke to Ms [redacted] on 1/20/to let her know her account [redacted] hadbeen cancelled and no further orders would be shipped outWe do not show acredit card on file at this time.Thank you for bringing this matter to our attention and allowingus to satisfy our customer Should yourequire any additional information regarding this situation, please feel freeto contact me at 1-800-GEVALIA during the hours belowIn the event that I havestepped away from my desk, please ask for the Supervisor on dutyWe will behappy to assist Weekdays: 8AM – 10PM EST Weekends: 9AM – 6PM ESTSincerely, [redacted] Gevalia Customer Service

We are writing in response to complaint ID: [redacted] dated 6/30/2015,regarding [redacted]. Please be advised we have spoken to Mr. [redacted] inregards to his account [redacted]. He had requested records where itindicated his order and payment history. He was advised on various...

occasions thatwe do not have such records but he does have access to his Gevalia accountwhere it shows the orders that have been placed and was advised to verify themwith his bank statement. We also walked him through his pending balance and thepayments we have received. He was also advised this was all the information wehad available.Thank you for bringing this matter to our attention and allowingus to assist our customer.  Should you orMr. [redacted] require any additional information regarding this situation, pleasefeel free to contact me at 1-800-GEVALIA(1-800-438-2542) during the hoursbelow. In the event that I have stepped away from my desk, please ask for theSupervisor on duty. We will be happy to assist.  Weekdays: 8AM – 10PM EST Weekends: 9AM – 6PM ESTSincerely, [redacted]
[redacted]

April 17, 2014
[redacted]
We are writing in response to complaint ID[redacted] dated 4/3/2014, regarding Kathryn Ziegler. Please be advised that Gevalia.com does not offer replacement carafes for purchase or replacement.  If a replacement carafe is...

needed, the Gevalia.com Customer Service policy is to recommend a retailer to purchase a universal carafe. We apologize if this has inconvenienced [redacted]   
Thank you for bringing this matter to our attention and allowing us to satisfy our customer.  Should you require any additional information regarding this situation, please feel free to contact me at [redacted] during the hours below. In the event that I have stepped away from my desk, please ask for the Supervisor on duty. We will be happy to assist.
Weekdays: 8AM – 10PM EST
Weekends: 9AM – 6PM EST
Sincerely,
 
[redacted]
Gevalia Customer Service

We are writing in response to complaint ID: [redacted] dated 6/23/2014, regarding [redacted]
[redacted]. Please be advised that Gevalia.com does not offer replacement coffee maker
after the warranty date.  If a
replacement coffee maker is needed, the...

Gevalia.com Customer Service Policy is
to recommend coffee makers on the website for purchase. We apologize if this
has inconvenienced [redacted].   We attempted to reach the customer various
times but were unable to reach her.
Thank you for bringing this matter to our attention and allowing
us to satisfy our customer.  Should you
require any additional information regarding this situation, please feel free
to contact me at 1-800-GEVALIA during the hours below. In the event that I have
stepped away from my desk, please ask for the Supervisor on duty. We will be
happy to assist.
 
[redacted]
[redacted]
[redacted]
 
[redacted]
[redacted]

We are writing in response to complaint ID: [redacted] dated 12/12/2014, regarding [redacted]. Please be advised we have cancelled Ms. [redacted]’s account [redacted]and issued credit for the last shipment in the amount of $ 28.87. We attemptedto reach [redacted]...

various times butwere unable to reach her.Thank you for bringing this matter to our attention and allowingus to satisfy our customer.  Should yourequire any additional information regarding this situation, please feel freeto contact me at 1-800-GEVALIA during the hours below. In the event that I havestepped away from my desk, please ask for the Supervisor on duty. We will behappy to assist.  Weekdays: 8AM – 10PM EST Weekends: 9AM – 6PM ESTSincerely, [redacted] Gevalia Customer Service

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. AND they DID reach me via email SO WHEN THEY SAID THEY COULD NOT REACH ME again they lied! BUT I did get my membership canceled and the amount credited to my credit card. BUT I will NEVER buy any GEVALIA coffee EVER AGAIN! 
Regards,

Weare writing in response to complaint ID: [redacted] dated 12/31/2014, regarding Samantha[redacted]. Please be advised we have cancelled [redacted]. Wespoke to Ms. [redacted] on 1/20/2015 to let her know her account [redacted] hadbeen cancelled and no...

further orders would be shipped out. We do not show acredit card on file at this time.Thank you for bringing this matter to our attention and allowingus to satisfy our customer.  Should yourequire any additional information regarding this situation, please feel freeto contact me at 1-800-GEVALIA during the hours below. In the event that I havestepped away from my desk, please ask for the Supervisor on duty. We will behappy to assist.  Weekdays: 8AM – 10PM EST Weekends: 9AM – 6PM ESTSincerely, [redacted] Gevalia Customer Service

I've been a big fan of Gevalia coffee for years, from its mail order products to the coffees on sale in supermarkets. My favorite is the Colombian coffee, which I've always thought was a great balance of bright and flavorful. But recently the Colombia variety has tasted differently, stronger and harsher than in the past. Has the blend been changed? Has anyone else noticed a change?

Review: They do not state on the Gevalia packaging that it is not approved for keurig brewing systems. My keurig worked fine until I used this product. Then my keurig quit working. I called keurig customer service. They said that gevalia is not an approved kcup and that the plastic was causing issues in the brewing systems. I cleaned everything and descaled the system and did all of the troubleshooting steps to get my machine back in order. Because my machine is no longer under the one year warranty, they could not replace it. They could only offer me a discounted price on a replacement. I want Gevalia to replace my machine!!!Desired Settlement: I want gevalia to replace the machine that they destroyed with faulty Kcups that destroyed my keurig

Business

Response:

Hello,

We have spoken with the consumer and have come to an agreeable resolution with her. In the interest of consumer relations, we are sending her a $150.00 reimbursement check for her Keurig brewer. She should be receiving it within 5-7 business days.

Please let us know if you have any additional questions.

Thank you,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Review: I have called this company multiple times to cancel my order. I have been using this company for over 20 years, but the amount of coffee I was receiving was too much and I could not afford. I was paying 30$. When I try and call their phone number, on their form, the number is invalid. I tried their website and nothing would help me. I am going to try to write this on my next payment, but I do not know if it will help. I have never had a problem with this company until now.Desired Settlement: I was my subscription to be stopped.

Review: I have written Gevalia twice to cancel my account and asked that all shipments be stopped but I still continue to get shipments. When I call I am on hold for 30 minutes plus at a time and I just do not have that kind of time to waste. I want my account closed, I want my shipments to stop, I want the shipments sent to me already given to me because I DID write and ask previously for shipments to stop and I want my credit card credited for items I did not order or want!Desired Settlement: I have written Gevalia twice to cancel my account and asked that all shipments be stopped but I still continue to get shipments. When I call I am on hold for 30 minutes plus at a time and I just do not have that kind of time to waste. I want my account closed, I want my shipments to stop, I want the shipments sent to me already given to me because I DID write and ask previously for shipments to stop and I want my credit card credited for items I did not order or want!

Business

Response:

We are writing in response to complaint ID: [redacted] dated 12/12/2014, regarding [redacted]. Please be advised we have cancelled Ms. [redacted]’s account [redacted]and issued credit for the last shipment in the amount of $ 28.87. We attemptedto reach [redacted] various times butwere unable to reach her.Thank you for bringing this matter to our attention and allowingus to satisfy our customer. Should yourequire any additional information regarding this situation, please feel freeto contact me at 1-800-GEVALIA during the hours below. In the event that I havestepped away from my desk, please ask for the Supervisor on duty. We will behappy to assist. Weekdays: 8AM – 10PM EST Weekends: 9AM – 6PM ESTSincerely, [redacted] Gevalia Customer Service

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. AND they DID reach me via email SO WHEN THEY SAID THEY COULD NOT REACH ME again they lied! BUT I did get my membership canceled and the amount credited to my credit card. BUT I will NEVER buy any GEVALIA coffee EVER AGAIN!

Review: Since 11/2/13 we've disputed a charge of $37.91. I sent them over 2 years of records of my payments to prove I did not miss a payment. We called the company to ask which shipment had not been paid, they could not tell us, representative told us we had to tell them which payment we missed. On 12/20/14 we were contacted by North Shore Agency-NGF to collect payment. We were long time customers, have spent thousands of dollars on coffee from Gevalia and they can't with tell us exactly which shipment I failed to pay or write it off as their error.Desired Settlement: I would like Gevalia to admit this was their error; adjust my billing as paid in full; apologize for the harassment and withdraw the collection agency and clear from my credit report (if reported).

Business

Response:

Weare writing in response to complaint ID: 1[redacted] dated 2/02/2015, regarding [redacted]. We have issued a refund in the amount of $37.91 for order [redacted].This refund payment has also been sent over to North Shore Agency to clear thebalance. We attempted to reach the customer varioustimes but were unable to reach her at[redacted]Thank you for bringing this matter to our attention and allowingus to satisfy our customer. Should yourequire any additional information regarding this situation, please feel freeto contact me at 1-800-GEVALIA during the hours below. In the event that I havestepped away from my desk, please ask for the Supervisor on duty. We will behappy to assist. Weekdays: 8AM – 10PM EST Weekends: 9AM – 6PM ESTSincerely, [redacted] Gevalia Customer Service

Review: I purchased a Gevalia Coffee maker in 2012, a [redacted] product. It was defective and was replaced within a couple of months, without issue. I called Gevalia today 6/22/2014 to request a second replacement of the defective product (coffee maker). I spoke with numerous employees, and was on the phone with the company for over an hour. A manager " [redacted] that told me she could not find evidence of purchase or product number available in the system, and that they had no coffee makers anyway. I was given two different reference numbers, case [redacted] and case [redacted]. I asked to speak to her supervisor and she told me that it was not possible and I requested a direct number and contact information. I was given the name of her supervisor ,[redacted] and [redacted] said he would not be in contact because he is not available, and does not return calls about complaints or issues with products. [redacted] said that Gevalia had no coffee makers and none would be available for 30-45 days. The web site www.gevalia.com has coffee makers and free with purchase products listed on the web site.Desired Settlement: The desired outcome of todays experience would be that I receive an apology for inappropriate handling of my call that was transferred to numerous employees with no capabilities or desire to handle immediate issue. The conversation was recorded and needs to be further investigated and used as a learning tool for further employee. A replacement of initial product, a 12-cup black and silver coffee maker with a carafe. Thank you for your time in this matter[redacted]

Business

Response:

We are writing in response to complaint ID: [redacted] dated 6/23/2014, regarding [redacted]. Please be advised that Gevalia.com does not offer replacement coffee maker

after the warranty date. If a

replacement coffee maker is needed, the Gevalia.com Customer Service Policy is

to recommend coffee makers on the website for purchase. We apologize if this

has inconvenienced [redacted]. We attempted to reach the customer various

times but were unable to reach her.

Thank you for bringing this matter to our attention and allowing

us to satisfy our customer. Should you

require any additional information regarding this situation, please feel free

to contact me at 1-800-GEVALIA during the hours below. In the event that I have

stepped away from my desk, please ask for the Supervisor on duty. We will be

happy to assist.

Review: Gevalia did offer me promotion of 2 free boxes of coffee product in exchange for signing up for auto delivery. I signed up for auto delivery and completed order form for 2 free boxes. Gevalia order system took order indicating product in stock. Gevalia first put order on hold due to product not being in stock. Gevalia then sent email indicating duplicate orders would be cancelled. I placed only 1 order, I did not place a duplicate order. Gevalia then cancelled order, saying product was not in stock. Gevalia kept me enrolled in auto delivery, at full price.In effect, Gevalia offered promotion for signing up for auto delivery, then operated bait and switch by cancelling promotional order and keeping me enrolled in auto delivery. Gevalia refused to cancel my auto delivery on-line, even though they have a clickable option labeled "cancel your auto delivery account". Gevalia is guilty of misleading and fraudulent marketing practices. Gevalia is guilty of misleading and fraudulent website management. Desired Settlement: Deliver promotional order of 2 free boxes of coffee as promised.

Review: Company sells coffee makers for $100 and more. When my carafe broke, I called to order a replacement. I was told that there were none in stock at this time and to try back again later (no specific time suggested). When I called back the second time, the company said to try a "universal carafe" but gave no information other than I could find one at bed bath beyond or target. I had already tried this option and none fit. The third time I called, the agent said that I should have saved the lid of my carafe as it would have worked for any universal carafe. No resolution found on a monitored call for "quality assurance" and the agent seemed glad to get off the phone without rectifying the problem or passing the issue along to management above her.Desired Settlement: Replacement carafe available for purchase or sent for free from continued trouble with poorly trained staff.

Business

Response:

April 17, 2014

We are writing in response to complaint ID[redacted] dated 4/3/2014, regarding Kathryn Ziegler. Please be advised that Gevalia.com does not offer replacement carafes for purchase or replacement. If a replacement carafe is needed, the Gevalia.com Customer Service policy is to recommend a retailer to purchase a universal carafe. We apologize if this has inconvenienced [redacted]

Thank you for bringing this matter to our attention and allowing us to satisfy our customer. Should you require any additional information regarding this situation, please feel free to contact me at [redacted] during the hours below. In the event that I have stepped away from my desk, please ask for the Supervisor on duty. We will be happy to assist.

Weekdays: 8AM – 10PM EST

Weekends: 9AM – 6PM EST

Sincerely,

Gevalia Customer Service

Review: I ordered the Gevalia coffee recently and my order number was [redacted]. While checking out the order and applying the offer of buy 1 box of coffee and receive a 2nd box for free via coupon code "NVBOGO" at 11.58pm PST, the total merchandise price displayed was $7.99 and upon completing keying in of my payment info, I hit the confirm button at 12.01am, my order was submitted but to my horror, the receipt shown after that indicate that I was charged full priced of $20.88 instead of $7.99.I contacted the customer service immediately to cancel the order for a total of 3 times as each time they are ignoring my request. The reference number were [redacted] They finally went ahead and sent out my order anyway ignoring my cancellation request even before shipment were made. I did explain to them the situation where the amount charged to me was unexpected.Many online business I dealt with allow cancellation as long as orders are not yet shipped. Also, other online biz will require customer to reconfirm order in the event of the pricing changed due to offer expired even during final checkout process so that the customer agree to the prices before transaction is finalized. In this case with Gevalia, their price change was not reflected during finalizing order but they went ahead and charged new prices without customer being aware of it until after order submitted. This could have been worse if the order involved thousand of dollars.Desired Settlement: Refund of the differences between the amount I was charged ($20.88) and the amount shown in my order ($7.99) just before hitting the final order button. The refund amount is therefore 20.88-7.99 = $12.89.

Review: I closed my account (of over 20 years) with Gevalia in March 2014. They owe me $100.68. When I had not received a refund in April 2014, I emailed them and was told that I would be receiving it. In May I emailed Gevalia again, as I still had not received a refund check. They responded again, confirming that I am, in fact, due a refund and that it would be coming. Today (Sept. 18, 2014) I contacted Gevalia via telephone to inquire about my refund. I was told that they had mailed a check on July 11 (which, of course, I never received). They said that they would send my info. to their credit department and I would be contacted within 48 hours. I asked to speak to a manager, as I had been on the phone with them for 25 min. already and had been on hold close to 10 min. before actually talking with someone. They told they would call me within 15 min. to discuss. They didn't call back. Desired Settlement: I would like the $100.68 that Gevalia owes me.

Review: Last week, I received a past due notice in the amount of $69.81. I called the customer service number to contest the amount due. My records indicated that I owed nothing. The past due notice showed that I owed for five shipments. The past due notice did not show a single payment being received since March 31, 2015. After the customer service representative accessed my records she found that I had paid for three of the five items. I then requested a copy of all payments recorded for the past 12 months so I could search my records to see if I could fined the error. She said their system did not give them that capability. I then ask for her supervisor and he told me the same thing. As an accountant, I find it amazing that a company that operates primarily online cannot provide customers with the details needed to determine if a past due amount is valid.Desired Settlement: I would like a transcript (transaction register) of my account covering the past 12 months that shows charges and payments to my account.

Business

Response:

We are writing in response to complaint ID: [redacted] dated 6/30/2015,regarding [redacted]. Please be advised we have spoken to Mr. [redacted] inregards to his account [redacted]. He had requested records where itindicated his order and payment history. He was advised on various occasions thatwe do not have such records but he does have access to his Gevalia accountwhere it shows the orders that have been placed and was advised to verify themwith his bank statement. We also walked him through his pending balance and thepayments we have received. He was also advised this was all the information wehad available.Thank you for bringing this matter to our attention and allowingus to assist our customer. Should you orMr. [redacted] require any additional information regarding this situation, pleasefeel free to contact me at 1-800-GEVALIA(1-800-438-2542) during the hoursbelow. In the event that I have stepped away from my desk, please ask for theSupervisor on duty. We will be happy to assist. Weekdays: 8AM – 10PM EST Weekends: 9AM – 6PM ESTSincerely, [redacted]

Consumer

Response: