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Business Profile

Coffee and Tea

Coffee Bean & Tea Leaf

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee and Tea.

Complaints

Customer Complaints Summary

  • 43 total complaints in the last 3 years.
  • 10 complaints 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 status

Complaint type

  • Initial Complaint

    Date:05/10/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Since June 2024 I have not been able to log into my app. The error message indicates it does not recognize the password. I have had this app for years with no issues until last month when somehow I was logged out of my app. I have tried to reset the password in the app and on the web site, however I never receive the password reset emails.I have attempted to reach someone in customer service at least 8 times, most likely more. I have received automated email responses to perhaps 50% of my submissions for help (as per the instructions on their web site) and they have all been from an AI chat bot that does not come close to addressing my issues.I have also tried calling them. The options all lead back to the same automated question that is not relevant to my issue and then the call is dropped on their side. I have been utterly unsuccessful in reaching anyone on their "customer service" phone number.I have a credit on my account that I cannot access. At this point, if I don't hear from someone, I will never ever go to a Coffee Bean and Tea Leaf again and will share my awful, awful, awful experience with as many people as I possibly can.

  • Initial Complaint

    Date:05/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Received a $50 gift card. Went to coffeebean.com to make a purchase and use the gift card (gift card says it can be used online at coffeebean.com). Put items in my cart, input my gift card to pay and received an error message and could not complete transaction. The links provided in the coffeebean.com cart to assist with gift card payment all directed to other pages that had a 404 error on one and a 405 Forbidden on the other. I started writing their guest relations/support team (the contact us on their website) on 4/29. I also emailed the only other email address they provided, ************************************ To date, after using the contact us function on their website and sending direct messages around 6 times, I still have not heard anything back. There is a phone number on the back of the gift card that takes you directly to an automated system without any way of speaking to an actual person. It just redirects you to their website and the *********************************** email address. These gift cards reset to $0 after 120 days and I wonder if I'm going to receive any sort of assistance from them. They already have my $50 and it seems so far they have very little incentive to provide any sort of customer service. I've never had such a difficult time getting in touch with a company where I want to spend money. At this point in my frustration, if they are not going to assist me with my purchase then I just want my money back and to spend it elsewhere. There are no Coffee Bean & Tea Leaf stores anywhere close to me and online is the only way I have access to their products.

  • Initial Complaint

    Date:05/08/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    They have a new app we had to update all the money we had on the old app just disappeared and I want my money back!!!! Now!!!! That is theft!

  • Initial Complaint

    Date:04/29/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    I just want access to the app so I can earn rewards again. A bug in an update kicked me out and Ive forgotten my password. All I want is a link to reset it. There is absolutely no way to get a live body to help and you only get auto replies through the website. Been shopping at the ********** store for almost 30 years. Simple request.

  • Initial Complaint

    Date:03/04/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    I have been drinking Coffee Bean & Tea Leaf coffee for over 15 years. We have been on monthly automatic subscription service for over 12 years. I pretty much get the same amount of coffee every single month. I get 6 Columbia Narino medium roast coffee 12 ounce bags of ground. Over the years Ive only had a couple of problems and they were easily resolved by contacting customer service. However, in February 2024, on my monthly subscription I was charged $9.95 shipping. One of the great perks of monthly subscription is, there are no shipping charges. I tried to contact customer service by phone and there is no one that ever answers. After numerous tries, I contacted them through their customer service email account. I sent four different emails asking why I am getting charged shipping. All I would ever get back from them in regards to a response was, Thank you for contacting Coffee Bean and Tea, a representative will get back to you. I have yet to get a response back from any of the four emails that I sent regarding this issue. On my March shipment, again, I am being charged $9.95 in shipping. Again *** tried to call them there is no answer. I have sent a request to their customer relations inquiring about this. Im getting the same response. My order in February was ******** and order in March was ********. Each order came to $72.75 which included the $9.95 in shipping. Until February my order had always been $62.80.

  • Initial Complaint

    Date:02/13/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    I was given a gift card that could be used for any number of businesses, and I chose to use the $50 gift card for Coffee Bean and Tea Leaf Online Store to get coffee and tea shipped to me on 2/4/2024. I obtained the gift card online, went to the online store, and at checkout there are instructions on how to upload your gift card. I followed the instructions, and the link for uploading your gift card is a web page that gives and error and does not work. So I have a $50 gift card, that cannot be used for the online store.I used the company's website to submit a complaint through their advised avenues on 2/4/2024, 2/7/2024, and 2/9/2024 and have never heard anything back. I looked up their customer service number, and it's an automated messaged that advises you to use their website to reach out and an agent will get back to you.So this company has my $50, has a website that won't let me upload it or use it, has 'contact us' in which no one responds promptly, and a phone number which directs you to the webpage where no one responds. I literally don't know how to get my money back, or even applied to an order.My card number is: ******************* Its PIN is: 2082 And to be clear, I want the credit to be for the ONLINE STORE where I can buy bags of coffee or tea -- apparently they also have actual stores where they sell cups of coffee and tea, but I don't live near any of them, so store credit for them would be useless.Thank you!

  • Initial Complaint

    Date:01/29/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Regarding case number CBTL:0035889 and my notification that I was sold a gift card that was not activated with the $25 I spent on it, I was told someone would be contacting me shortly but it has now been two weeks and more emails sent to Coffee Bean and Tea Leaf and I am still $25 out of pocket and being totally ignored.I am attaching photographs of the gift card and my credit card statement as proof of my purchase. I purchased two $25 gift cards. One worked just fine but this one doesn't register even if the barista types in the card number. It just isn't recognized.As you can see, the gift card has a scratch across the silver strip and part is rubbed away. This was not done by me, I have kept it in the gift envelope since the moment it was handed to me but having visited the barista again this week I was told that this may well be why the card is not working. He believes it was never activated but doesn't know how to fix it in store.I am also showing the print out he gave me - as you can see, it shows 'Balance is not available at this time'. He agreed that it would either show an amount or a zero if it had been used. I have definitely paid for a card that has not been activated.As before, I am from the ************** so my cell phone will not allow me to access the Coffee Bean app so I cannot be reimbursed that way so I have requested either $25 or a card containing my missing $25. I am a senior and this is a lot of money to me.

  • Initial Complaint

    Date:01/19/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Order two drinks they taste, absolutely horrible. I contacted them through their form as they say they want you to. I have the email saying they got the form they ignored me. I think contacted the messenger on Instagram who said Ill fill out this form I said I already did and they ignored it. The person on the Instagram then ignore that. So I filled out the form for the second time and theyve ignore that now for a second time. I called the restaurant directly who then it goes to voicemail and they didnt call back when I left a voicemail. I didnt write a bad review for the restaurant, who then they also did not get back to me on that. Their *************************************************** person customer service anymore and they do this as a way to not have to give any sort of customer service. They ignore the phones theres no one to call. They have horrible customer service they dont take responsibility for their mistakes. And they make it impossible to actually get a hold of somebody. I have saved everything on the chat, which has the absolute worst person running the Instagram who you can see when they read the messages and they ignore them.

  • Initial Complaint

    Date:01/09/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    I purchased a $75 eGift Card to use on Coffee ************ website. The website DOES NOT accept Gift Cards....The gift card must be uploaded then receive a code. Their current website is broken and will not upload the Gift Cards. I have repeatedly contacted them through their CS website and complained to no avail. What has happened to this company??? Lots of complaints online. I want my $75 eGift Card reimbursed because I cannot use it. I DO NOT live in an area where a store is located. I live in ********, **....far from a store. This used to be my favorite place to purchase when I lived in CA.....but no more....sad....Just want my money back OR a way I can use it to place an online order. Anything else is not acceptable.

  • Initial Complaint

    Date:01/09/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    I placed an online order on 12/7/2023 with the Coffee Bean & Tea Leaf, Order #********. The order included 2 boxes of hot tea, one bag of ground coffee, and a coffee tumbler. The total purchase price was $66.80, which included standard shipping. This amount was charged to my credit card. The order was never received. The order status on my online account for CBTL says the order is "unfulfilled". There is no option to cancel the order. Calling customer service is pointless as they do not man the telephones. I have submitted multiple online contact forms following the instructions on their website with no response. The only recourse that remains is to dispute the charge with my credit card company.

Coffee Bean & Tea Leaf is NOT a BBB Accredited Business.

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