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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:03/07/2023

    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.
    Visited this location today on 03/06/23, was told I have to pay for regular milk. I informed employee I usually order through the app and it doesn't say I need to pay. Then I decided to buy the drink through the app instead. The employee ***** stated I can only get a splash of regular milk for free. After I order through the app he then intentionally puts less milk once he realized I order the drink. I asked to just have the drink refunded he refused to do it. Then started to ignore me and be rude and unprofessional. He kept insisting that there is no refunds. After I asked him to call the supervisor he refused and said he was busy, do he had to ignore me. Then magically a supervisor came and some how refunded transaction. I'll definitely not be coming back, this type of service is very depreimnetal for a business. Please refund my debit card for the $10 I added today. The $2 dollars I spent was ok since it was a water for a homeless person that was tired outside. He seemed to be in a better mood then the employee. ***** Email: ********************

  • Initial Complaint

    Date:03/04/2023

    Type:Billing 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.
    At the drive through today, i presented a reward coupon on my app for a free drink to get my coffee. They charged my app and asked for a minimal balance of one dollar (since my prepaid balance was depleted when they scanned my phone). I explained that the ** code was for free drink and i didnt authorize them to use balance on my app. Manager immediately verbally attacks me and says dont they do hand me outs and cant hand me out free coffee. How insulting. She also called me a liar because i explained the coupon disappeared when they scanned it. Firstly, they werent authorized to use the prepaid funds on my app without my authorization. Secondly, no I am asking for a hand me out as i had a reward. Manager then shut the window ( keeping both my money and coffee) and announced the driveway is now closed. Prime example of why you need better training, she had to hand out free coffees for all the cars behind us since they couldnt get to the window. How much $ lost did that cost you? That was caused by her stubbornness. I invite you to pull the cameras and watch how this situation was handled by her. Saturday morning around 6:30 am. **********, ***** **. As i write this, I would like to remind you. She kept the money and the coffee!

  • Initial Complaint

    Date:02/21/2023

    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.
    Response time from corporate is either non existent, or takes a few months. Last year I had an issue with not receiving points for an app purchase. Submitted an inquiry on April 19, 2022, a follow up on April 29, 2022. After not receiving a response by mid May I started reaching out through instagram, and ******* to which I was told the Guest Relations team is working through a backlog and will be following up soon. I received a response and resolution from Guest relations on June 10, 2022.So one would think that they have worked through this backlog but it seems that they have poor response time. I have since had a few other issues submitted through their survey, and have received no response. I however submitted two recent issues through their website on February 1, 2023. I received an automated email stating "We will reach out to you shortly."As of today, February 20, 2023 I have not received a response nor a resolution.1) CBTL:0035265 (this was included in the automated email header. I assume this is a reference#)I requested a refund for a pesto sandwich that was mushy, hard, and had napkins stuck to the bottom.2) CBTL:0035267 A free drink, baked good reward had an expiration date of February 1, 2023 yet it was not available to use on February 1, 2023. It was there the prior day.

  • Initial Complaint

    Date:01/29/2023

    Type:Billing Issues
    Status:
    Resolved
    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 waiting since November 29, 2022 for a refund of $35.85. This was at the ********* location on ********************. I thought the credit would just go back to my app rewards account. But I followed up with the store manager mid-December, he informed me it should actually be refunded to my credit card on file with my app account. I visited the store again January 19, 2023 as the refund still has not been credited to my card nor my app account. I was informed then that the store could not do anything else and that I would have to contact customer service. I emailed customer service that same day, January 19, as there is no corporate phone number on their website. I have not yet received a response from Coffee Bean via email. I still have not received my refund to my credit card nor credit on my app account.

    Business Response

    Date: 01/31/2023

    ***,


    Thank you for taking the time to contact The Coffee Bean & Tea Leaf.

    I would like to apologize for the delay in our Team's response. The Team has received a higher than normal influx of emails. Definitely not an excuse, but wanted to provide some insight into our delay while we are trying our best to assist our Guest.

    In reviewing your rewards account we do show that there were two transactions made on the 29th of November. Due to this error we have assisted the store in completing that refund for the first transaction of $35.85 back to your gift card #*******************. These funds are active and ready to use in your rewards app. If you have any further questions or concerns please feel free to reach back out to us.

    Have a great day!

    Customer Answer

    Date: 02/06/2023

     
    Better Business Bureau:

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

    Sincerely,

    *****************************

  • Initial Complaint

    Date:01/13/2023

    Type:Sales and Advertising 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.
    This place has told me through emails i have tll *** ** to use my birthday reward. Itd *** ** and i went to use it and ************ I was not even in country so only to give a smaill tome period is insane. The prices continuing to sky rocket here and not worth thr prices for the ****** service and **** coffee. Ill continue my business with local mom and pop. And the phone this place provides not In service and no one ever gets back to ******** emails

    Business Response

    Date: 01/20/2023

    Business Response /* (1000, 5, 2023/01/13) */
    I am very sorry to hear that your Birthday Reward expired before you were able to redeem it. In reviewing the expired reward in the account it appears that it was delivered on your birthday 1/9 and expired end of day on 1/12. Not to worry, I have issued a replacement reward back to your account. You will have three days to redeem that before it expires.

    If you have any other questions or concerns please feel free to reach back out.

    Have a great day!


    Consumer Response /* (3000, 7, 2023/01/17) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    The 3 day limit to use is ****. Also so is the price hikes every few weeks just go out of business. Price hikes uncalled for and your coffee bot worth it. Mom and pop places better coffee and better prices. U lose business with ur constant unnecessary price hikes


    Business Response /* (4000, 9, 2023/01/18) */
    *******,

    I am very sorry to hear that you are disappointed with any price change in our store locations. With the cost of goods rising we did require to adjust some of our prices. I will be more than happy to share you concerns with our upper management.

    In regards to our Birthday Rewards, our company policy has been posted on our website for all of our guest to view. It is also stated in the email you are sent when you receive the reward and in the reward itself. We did in fact replace your Birthday Reward in your account and we are able to see that you successfully redeemed the reward on January 14th at our ****** ***** location. If you have any other questions regarding our policies you can view them on our FAQ page on our website here: **********************************************************XXXXX******

    Have a great day!


    Consumer Response /* (4200, 11, 2023/01/19) */
    (The consumer indicated he/she DID NOT accept the response from the business.)
    Coffee bean raising prices every few weeks doesnt reflect the rising cost of anything when everything has gone down. This excuse is**** U guy's raise cost faster and more than ********* and once i finished using my giftcards then this place is gone. My mom and pop has never raised prices and better coffee and food. The food isn't bought from stater brothers or grocery store and sold for price of a whole 6 of them.
    Box lf 6

  • Initial Complaint

    Date:01/12/2023

    Type:Product Issues
    Status:
    Resolved
    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 **** Espresso Maker for ******* on July 30, 2022 with ORDER XXXXXXXX from the ************** website. The machine had a very small crack at air vent on water reservoir on arrival. Unfortunately, the crack is growing bigger for months and I'm afraid water may leak any time soon. I've requested a part-replacement 3 times but I got automated response emails only with no action at all. I tried to contact them over the pone but couldn't reach at all and the issue remains unresolved.

    Business Response

    Date: 01/17/2023

    Business Response /* (1000, 5, 2023/01/13) */
    Hello ****,

    We appreciate your reaching out to us and for being a Coffee Bean ********. We have received an increase in the number of incoming emails and are sorry we could not respond in a more prompt fashion.



    We would be happy to assist you with a new *****. There is no charge for the warranty replacement. Our Warranty Exchange Policy requires Guests to ship their old unit back to our Warehouse but as a one time courtesy we will waive this requirement. Upon receipt of your reply confirming you wish to move forward with an exchange, a brand new Black/White ***** will be shipped to the address associated with your original purchase at no cost. The Black/White ***** Model is the only model we have available as a courtesy exchange. You will receive an email containing your shipping information once your order is processed.



    I hope you have a great day!


    Consumer Response /* (2000, 7, 2023/01/17) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    They offered me a replacement as I requested.

  • Initial Complaint

    Date:01/07/2023

    Type:Sales and Advertising Issues
    Status:
    Resolved
    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 credit from PayPal and transferred it to my coffee bean gift card, I have two cards. And one card that has an $18 balance, and it shows, is not working. I've called customer service several times and been disconnected before I could talk with somebody. This really is frustrating because I'm doing my part and nobody's helping.

    Business Response

    Date: 01/17/2023

    Business Response /* (1000, 5, 2023/01/12) */
    Hello *****,

    We appreciate your reaching out to us and for being a Coffee Bean ********. We have received an increase in the number of incoming emails and are sorry we could not respond in a more prompt fashion.



    I am very sorry to hear about your experience! In reviewing the Transaction History for your gift cards, I was able to see that you uploaded a Coupon Card ending in ***** The Transaction History is showing that you had reloaded a balance to the coupon card after redeeming the ** coupon amount. The Coupon Card expired on ********** causing your reloaded balance of ****** to freeze. Not to worry! I have reissued a new e-gift card with your remaining balance. Your digital card should be delivered in your email inbox shortly.



    Please also be sure to check your junk/spam folder, as some emails have a tendency to sneak in there.



    When you receive the email, simply click on the "Activate" button to get started. You will land on a page with all of the pertinent coupon information. You can either print that page and take it to the store, or show our Team Member your barcode using your smartphone for redemption at the register.



    Please know that our Guest ********* Team has been web-based for over 5 years. Feel free to visit ******************************************** if you need any assistance in the future.



    Thank you for giving us the opportunity to make it right for you!


    Consumer Response /* (2000, 7, 2023/01/17) */
    Thank you, *********** The BBB made all the difference! The Coffee Bean made good and refunded, credited to my account. Thank you!

  • Initial Complaint

    Date:01/06/2023

    Type:Product 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.
    I bought an espresso machine from Coffee Bean and Tea Leaf's website on 11/17/22 and received it within about a week. It does not work so I emailed them on 12/1/22 to let them know I needed to exchange it. The email came back undeliverable so I found an Inquiry form on their website, filled it out and sent it on 12/11/22 letting them know. I received a response saying "Thank you for contacting the Guest Relations Team at The Coffee Bean & Tea Leaf. It is important that your experience with us is Simply the Best�. We will be reaching out to you shortly. Thank you, The Coffee Bean & Tea Leaf Guest Relations Team." No one reached out so I sent another Inquiry on 12/15/22. Same response, but no one reached out. So I sent another Inquiry on 12/18/22. Same response, but no one reached out. I also called them several times but it is impossible to speak with a human. Their outgoing message blames it on covid and "these unprecedented times", even though most businesses have gone back to normal by now. I called my Coffee Bean store in***************** to ask if they could help me get in touch with the corporate office. They said a manager would call me. No one ever did so I went into the store and was told the manager was too busy to speak with me. They told me she would call me. She did not. This is unacceptable. I've been a loyal customer of theirs for over 30 years. I have a defective espresso machine that I want to return and get my $175.15 back. I contacted them well within the return window stated on their website. I do not want to exchange it now, considering how horrendous their customer service is. I will purchase one somewhere else. I just want the money they owe me. Please help. Thank you so much.

    Business Response

    Date: 01/26/2023

    Business Response /* (1000, 5, 2023/01/12) */
    A brand new Warranty Replacement was offered to Guest. The Guest accepted the offer.

    Hello *****,

    Thank you for your reply.

    As I mentioned in my previous email, I am very sorry for the delay in reply. Our Team has received an increase in the number of incoming emails and each email is answered in the order in which they are received. Not to worry! Your Warranty Replacement Order was processed and you will receive a separate email containing your shipping details. Please feel free to reach back out if you need any further assistance with your case. Thank you for your patience.

    I hope you have a great day!

  • Initial Complaint

    Date:12/21/2022

    Type:Product Issues
    Status:
    Resolved
    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 ordered 8 pounds of ground coffee from the CoffeeBean.com website. The order arrived on time but the bags inside the box had been damaged and coffee beans were everywhere inside the box. This company has no way to contact anyone directly other than a contact form on their website. I have reached out at least five times to try to get a simple replacement for my order but nobody ever replies and the issue remains unresolved. I love their coffee but their customer service is non-existent and infuriating. All people want is a way to contact a real human being to get issues resolved.

    Business Response

    Date: 12/22/2022

    Business Response /* (1000, 5, 2022/12/21) */
    Thank you for taking the time to contact The Coffee Bean & Tea Leaf. Sorry for the frustrating experience. Please allow me to apologize for the delay in responding as well. We have recently had some staff out sick, which has caused delayed response times. Definitely no excuse for a delay of this magnitude, but I did want to offer explanation and apologies.

    Our ******** service team has been in contact as of the current date and a replacement is being processed.


    Consumer Response /* (2000, 7, 2022/12/22) */
    (The consumer indicated he/she ACCEPTED the response from the business.)

  • Initial Complaint

    Date:11/30/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 ordered three ************** powders and only received two I have tried to contact the company through their online support system, *******************, email and have not heard back from the company regarding this issue. I would either like to get my ************** powder or a refund for the ************** powder. at this point they are basically ******** for me because they have my money and my product.

    Business Response

    Date: 12/16/2022

    Business Response /* (1000, 8, 2022/12/15) */
    We are so sorry for the disappointing experience. We have had some staff out sick, which has caused delayed response times through ******** service channels. We are taking the steps to address the response time delays so that we can improve for the future. For now I am showing that a representative was in contact to assist with the missing item on 12/12, and that the issue was resolved by sending a replacement order. Thank you for giving us the opportunity to make it right. We hope you and your family have a wonderful holiday season.


    Consumer Response /* (2000, 10, 2022/12/15) */
    (The consumer indicated he/she ACCEPTED the response from the business.)
    Missing ******* powder was finally sent to me

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

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