Complaints

This profile includes complaints for Out Of The Grey Coffee's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Out Of The Grey Coffee has 2 locations, listed below.

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  Out Of The Grey Coffee

  900 State St Erie, PA 16501

• 

  Out Of The Grey Coffee

  6990 W Lake Rd Fairview, PA 16415

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.

• Initial Complaint

  Date:05/29/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  05/25/2023
  Paid $9,945 for a Rancilio Classe 7 USD Tall with iSteam Espresso Machine while using a 15% off discount code provided by Out of the Grey Coffee.
  Confirmation #********* **********
  Paid $1,615 for Rancilio Kryo 65 OD Grinder while using another 15% off discount code provided by Out of The Grey.
  Confirmation #*********
  
  Out of the Grey is refusing to send us the machines, stating we need to pay more money. A bait and switch sales practice that violates the FTC Act (1975 & 2022 ************************************************************)

  Business Response

  Date: 06/29/2023

  In response to complaint #********
  
  Out Of The Grey Coffee has been in business since 2010,
  sourcing, roasting, testing and delivering approachable (coffee & tea)
  luxuries. We currently have a 4.8 rating on both Google and Facebook. We also
  have never had a complaint with the Better Business Bureau, until now.  This complaint is not accurate. We have
  provided documents that prove this complaint is false and misleading to the
  Better Business Bureau.
  On the 24th of May 2023 two orders (#***** &
  #*****) were placed through our Shopify website for coffee equipment. I was
  informed through an employee that coupons, clearly designated for coffee and
  tea sales (see attachment) were used to purchase equipment. These discounts cut
  dramatically into our profit margin, but I allowed the sales into production.
  Several hours later I was told by another employee that both orders were
  flagged as probable fraud (see attachment) by Shopify’s Fraud analysis. Shopify
  stated, starting on the 21st of May 2023 (see attachment), a
  person(s) started the order process and were “Unable to authorize” the sale
  using their credit cards. They continued to try and push their orders through
  the gateway (see attachment) and after at least five different attempts over
  three days, they were able to complete their orders on the 24th using the coffee and tea, discount code. I reached out immediately to Shopify
  (see attachment) and was told that they could not guarantee the orders and that
  I would be charged back if this was fraud. They further stated that I should
  contact the buyer and verify their information and the sales. I began calling
  the buyer leaving several messages. I, googled him and his business and even sent
  an email and left a message there as well, explaining that I needed to speak
  with him immediately about possible fraud. The only communication received from
  the buyer was through our InBox (website messaging software) where he was
  checking the shipping status of his orders. I asked through text if we could
  speak on the phone and he (see attachment) stated, “I do not have time to talk
  on the phone. I am a busy man with many obligations.” He also immediately started
  demanding that we ship the equipment while he (see attachment) was threatening
  us with a Violation of FTC. He refused to speak with me and verify his
  information. We cancelled both Fraudulent orders the same day (see attachment)
  and lost hundreds of dollars because of the credit card processing fees, that
  we had to pay. I still believe these orders to be fraudulent and question how
  someone that stated, “I do not have time to talk on the phone. I am a busy man
  with many obligations,” had time to place a complaint with the Better Business
  Bureau.