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Business Profile

Coffee and Tea

Bad Ass Coffee of Hawaii

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.
  • 0 complaints 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:12/28/2023

    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.
    Concerning order #BAC76869, submitted on Dec 19, 2023, with an order amount of $95.94:What I ordered:(6) Signature Blend Full City Roast 12 oz. Whole Bean (1) 3-oz Coffee Gift Signature Blend Full City Roast (Free with promo)(1) Mystery 12oz Coffee Whole Bean (Free with promo)What I received via *** on Dec 23, 2023:(1) Signature Blend Full City Roast 12 oz. Whole Bean (1) 3-oz Coffee Gift Signature Blend Full City Roast (Free with promo)(1) Mystery 12oz Coffee Whole Bean (Free with promo)There were 5 bags of 12oz Full City Roast Whole Bean missing from the shipment. This is proven by the *** shipping label, which was marked as weighing 3 lbs: with each 12oz bag weighing 1.5 lbs it's easy to see that the entire order was not in the box. If you keep record of what box dimensions were used, this would also prove that my claim is valid, as it would not be possible to fit the entirety of the order in such a small box. I can send you a picture of the box used if you don't have record of this.I immediately contacted the Bad A** Coffee customer support via email on Dec ******* about the issue, and was sent what appeared to be a canned out-of-office reply, notifying me that the warehouse was closed for Christmas and operations would resume on Tuesday. Once their offices were re-opened, I sent 2 more emails asking for an update, neither of which have been responded to.I am asking that the total cost of the 5 bags that were not shipped be refunded, which comes to a total of $79.95. Thank you.

    Business Response

    Date: 02/01/2024

    We have contacted the customer and apologized.  We had not previously seen the correspondence and could not find record of their request.  We have however refunded his order, and we are sending him the missing coffee out to him due to our mistake and to correct the issue with the hope to keep him as a future customer.  

     

    We do have in house dedicated customer service representatives that respond to VM and email within 24 hours with an average of 10 hrs resolution time.  We will continue to stay committed to customer service and are disappointed that we could not resolve this issue quicker.   

    Customer Answer

    Date: 02/02/2024

     
    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.

    Thank you,

    Rob

Bad Ass Coffee of Hawaii is NOT a BBB Accredited Business.

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