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Business Profile

Coffee and Tea

Westrock Coffee Co. LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Westrock Coffee Co. LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Westrock Coffee Co. LLC has 2 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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    Complaint type

    • Initial Complaint

      Date:07/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We reported our coffee machine not to be functioning and contacted *** ****** to report the issue. They dispatched a repairman to our location on June 25, 2024. The very next customer to use it reported that the machine to not be functioning. We contacted *** again, who wanted an additional $1400 to repair the machine (new would cost us only $100 more) and refused to allow us to speak to a manager to resolve the issue.

      Business Response

      Date: 07/29/2024

      *** ******* *** * ********* hotel that submitted this complaint is on a prepaid service plan that requires upfront credit card payment for initial visits and return trips.  As noted in the complaint, we did service the unit on June 25th. The technician advised that additional parts, which we we do not carry on our service vehicles, were required to complete the repair.  Per the prepaid service plan, the customer needed to make the credit card payment for the return trip and parts before our technician could return.  We attempted to contact the customer on multiple occasions on June 26th, July 5th and July 11th.  The July 5th call was attempted by a member of our management team; however, no manager at the hotel was available to speak with us.  The additional cost to the customer for the return trip to replace the 2 pump assemblies was $375.  Seemingly, there was miscommunication with ***** and *****, with whom we spoke with at the hotel on June 26th and July 11th, regarding the true $1400 value of the repair, versus their cost which was only $375.  ***** declined the $375 repair during our July 11th interaction.  We contacted the hotel and spoke with ***** on July 29th, bringing her up to speed on all of these details.  She advised that the unit is working properly and no additional return trips/repairs are necessary.  

    Westrock Coffee Co. LLC is NOT a BBB Accredited Business.

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