ComplaintsforBlack Rifle Coffee Company, LLC
Coffee and Tea
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Complaint Details
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Initial Complaint
10/02/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Cancelled a subscription received an email stating it was cancelled by their system (prior to shipment). Still charged and still shipped. Their chat keeps resetting. When it stays on get all the way to number 1 in que and nothing from live person. Then get an email saying I didn't respond. Tried calling on two phones one says im next in line forever and no answer the other I keep losing positions the longer I wait. Emails with supporting documentation go unanswered by a person.Initial Complaint
09/15/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I requested my online account be deleted. I was advised that the request was processed and to allow 1-2 weeks for it to be completed. I waited 3 weeks then tried to login and it let me, I have messaged the company multiple times advising of this and requesting followup with no response for 5 weeks now. I now want the company to only contact me through this BBB request and not directly as they have ignored me for 3 weeks.Initial Complaint
03/13/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My 4/21 recurring subscription order (************) was for 8 boxes of coffee rounds (2 Freedom Roast, 3 Just Black, 3 Silencer Smooth) and the delivery arrived a few days after it was fulfilled. However, even though they charged me for the full 8 boxes, there were only five boxes of coffee delivered (2 Freedom Roast, 3 Just Black). My order history showed I had ordered 8 boxes and that the order had been delivered. I contacted the chat after hours on 4/26 and a bot promised to send a message to an agent. I didn't trust it and emailed the next day, 4/27. I received an email back 4/27 stating they needed my order number and email address even though the order number was stated twice in the email and it was from... my email. I replied with the requested info 4/27, then never received a reply. I sent a follow-up email 3/4 and have yet to receive a reply. I actually left work early today to get on the chat with an agent, and the bot put me in line. There were 11 people ahead of me, then 10, then 11 again, then 9, then 10, and then the bot told me no one was available after all and the bot would send a message to an agent by email, which I do not trust, particularly since it does not appear to have occurred the first time the bot promised this. I sent a Facebook Messenger message to the company on 3/13 but have not received a reply. I would prefer a refund for the 3 missing boxes of Silencer Smooth plus any tax at this point. I do not feel comfortable continuing my subscription order or dealing with this company further. I have cancelled my subscription order and taken a screenshot with time/date stamp.Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Wrong Order sent after paying. BRCC did not return emails re: wrong order. Their chat bot also did not result in resolution. Initially unable to get anyone on the phone, when I did, the person said they would send the correct order and email me a shipping label for the wrong order they sent. This did not happen and now I once again cannot get a hold of customer service. I routinely get told I am next or number 2 in the phone queue only to wait and then be told Im 6th. I simply want a refund at this point.Initial Complaint
03/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I became a member of the BRCC, one bag of coffee arrived damaged. I’ve been trying to contact their customer service since receiving the item and have had no luck with email, calling, and messaging on their web site.Initial Complaint
02/28/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On September 11, 2023, I renewed a yearly coffee subscription service for 2 whole bean mystery roast coffee bags per month for 12 months totaling $328.11. I first began as a coffee subscription member with Black Rifle Coffee Company on September 11, 2022, with an automatic renewal date yearly that I intended to continue. Following the renewal, I received months of October, November, and December deliveries regularly without issue but starting in January 2024 deliveries failed to be initiated by BRCC. In February I reached out to question why my deliveries had stopped and was told by Katelyn through BRCC chat functionality that they had switched to a new system in mid-January 2024 that "did not port over" the prepaid subscription services. Until contacted BRCC had not made this known to the members of these services and had not attempted to communicate refunds or alternate reimbursement for customers. I have been told that I will be receiving $219 from BRCC which is below the amount of the monthly breakdown of the 12-month $328.11 charge for the service. The services and price were agreed upon and despite this BRCC silently cancelled services and under-refunded once alerted.Initial Complaint
02/27/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I placed an order on 02/03/24, never received a shipping confirmation, only a confirmation of purchase. I have been charged for this product already. I waited a week then sent an email in regards to shipment, never heard back. Waited another couple weeks and still have yet to receive an email back informing me on my order.Initial Complaint
02/16/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
On 2/3/24 I ordered $50 worth of coffee. I received an email confirmation that my order has been placed and that I’d receive another email with shipping information. They took my money which at the time I was okay with. A week went by and no shipping email so I sent an email to customer service asking if all was well with the order or if something went wrong. I received a response that an inquiry had been opened (with a ticket number) and that someone would get back to me. Another week went by and no update from the company. I sent email asking what the status was of my order. I then signed into my account on their site and saw that there were “no orders” in my order history which is bogus because I have an order number. I asked their chat bot what the status was but either kept receiving blank messages or a technical difficulty error. I tried calling in—I kept getting pushed back in the queue even though I never left the call. All I wanted was someone to tell me if I was still going to get my coffee. I then emailed them asking them to cancel my order and they have not done so. I’m on my way now to get this charge reversed on my checking account and will never be purchasing product from this company ever again. Be honest and transparent with your customers. We know things happen with shipping/receiving but when they happen, you can’t disappear and blatantly ignore your customers. You are stealing money from people who are trying to support your business.Initial Complaint
01/12/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Transaction: 12/31/23 My last order with BRCC was placed in July 2022, more than a year ago. On Dec 31 I received an order confirmation from a subscription I had no idea was active. I reached out immediately with my order number in the form to cancel. Days later they responded saying they needed my order number AGAIN, even though it was on the form. Two days later they responded with "tough luck, it's already shipped." They refused to help me even though I never received a shipping confirmation. My order has not been received yet, several days later, and my order has been archived and shows as a 0 item shipment.Initial Complaint
03/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I have been a member of their coffee club and now 3 times in the past year this issue has happened. I receive the cold coffee and twice in 2022 I received coffee that had chunks in it, after becoming nauseas twice from this I cancelled the membership and I decided to give them another chance and just received two cases on March 5th and this morning March 10th 2023 I drank a coffee that again had chunks in it and white floating particles in it. I then became nauseas again this morning and preceded to open up and pour out 13 of the 24 cans to find every single one of them was bad. I contacted the company via their chat option on the website and was told by the first rep this was brought to their attention and he sent a replacement case (funny enough I had two bad cases and they were happy enough to replace one, bad business). I decided to cancel my membership at 7pm tonight and the second rep confirmed this has been brought to their attention, I asked if they think it’s smart to not notify customers or even announce this and she responded with they have refunded my money, I asked if I could get an answer to my question and she asked me to hold for a moment which turned into 30 minutes of nothing and did not get a response. Both reps stated this is not a health concern which is a bigger issue when you go to drink a cold coffee that you cannot see the contents of and find chunks in it which even if this is not a health concern this is sickening to experience especially with two cases. I have now poured out 24 cans of this coffee to find every single one had chunks and white particles in them. This company needs to really find a way to address things like this since I have experienced this 3 times in a year . Considering I drink one a day this accounts for 33% of the products I’ve received from them in a year.
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Customer Complaints Summary
18 total complaints in the last 3 years.
9 complaints closed in the last 12 months.