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Business Profile

Coffee and Tea

Klatch Coffee

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee and Tea.

Complaints

Customer Complaints Summary

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

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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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  • Initial Complaint

    Date:01/28/2025

    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 coffee shop is systematically defrauding customers.I ordered a nitro cold brew four separate times and was charged the premium nitro price despite them knowingly serving regular cold brew. On my fourth visit, after asking why there were no nitro bubbles, the barista admitted "our gas isn't working" - yet they still charged me the nitro price and handed me regular cold brew without saying a word. They've been doing this deliberately, across multiple employees, multiple visits, multiple days.Let's be clear: They pour the drink, see it's not nitro, knowingly charge the higher price anyway, and hand it over without informing customers of the substitution. This isn't a mistake - it's intentional misrepresentation and overcharging. They're pocketing the price difference on every single nitro order despite knowing their system is broken.This establishment deliberately overcharges customers and hopes you won't notice. Management is fully aware and continues this practice anyway.

    Business Response

    Date: 02/19/2025

    Dear BBB Representative,

    I sincerely apologize for the delayed response. I only received the second letter regarding this matter, and as soon as I saw it, I wanted to address it immediately. Please know that I have already responded to the guests review on ****** and appreciate the opportunity to clarify the situation here as well.

    First and foremost, I apologize for any miscommunication that may have occurred regarding the nitro cold brew. We take customer trust very seriously and would never intentionally mislead our guests. Our team has always been transparent about any equipment issues, including when our gas system is not functioning. When the gas system is down, neither the nitro nor the cold brew functions properlyit is not possible for one to pour correctly while the other does not. However, if there was any misunderstanding in how this was communicated to the guest, we truly regret that and will take steps to ensure clearer communication moving forward.

    This is an isolated incident that has never happened before, and I will be addressing it with my staff to ensure it does not happen now or in the future. Customer satisfaction is a top priority for us, and we appreciate feedback that helps us improve.

    Thank you for your time, and please let me know if any further information is needed.

    Best regards,
    ****** *****
    Store ****************start="1439" data-end="1442">Klatch Coffee - ******************;
    *************

Klatch Coffee is NOT a BBB Accredited Business.

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