Complaints

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:07/08/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  I placed an order with Fellow on June 28, 2025, specifically so the product would arrive before July 2, 2025, as I had family visiting from July 212 and intended to use the product during that time. The order shipped but was misrouted by the carrier, and as of July 8, 2025, I still have not received the item nor have I been given a firm resolution by Fellow.When I contacted Fellow on July 7 and again on July 8 for assistance, I received only vague assurances that the package was underway and that I would hear back within ******************************************************************************************************************************************************* issue a full refund if the package could not arrive before July ***** of today, the company has not provided a concrete solution, replacement, or refund, and my familys visit (the reason for the purchase) is nearly over.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchase defective unit. Customer service sent me a return label. I was instructed to buy a replacement unit which I would be refunded for. The defective unit arrived at their warranty center Feb 4. I have filed four unanswered requests. I have requested their phone number. I have emailed three representatives and have received canned responses. $363.98.

• Initial Complaint

  Date:02/12/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Fellow Coffee appears to be a company started in the ***. As such, they ignored their local fellow Americans and disregarded the human need for work and basic human needs such as healthcare plans and retirement savings for people in **** so the few who run this company can get rich. The American dream right... walk over your neighbor to get rich. So I've bought six or so of the vacuum canisters which were outsourced to ****. Three of the large vacuum canisters lids failed. The lids were warranty replaced. Instead of making quality products in the ***, outsourced products typically fail because they are cheap and follow the nature of the executives who initiated outsourcing. But you go to their website and try to fill out a review and it isn't available unless you ordered from them. In the order history page you can select your order and submit a review there. But all of my review links have errors on them so I can't. So I selected contact the company and they have a page that makes you navigate through help articles instead of getting email or phone numbers. All of this amounts to deserving a BBB complaint. Here it is. *****, outsourced products that fail. Return processes that require a proof of purchase when you were on your order history page when you selected file a claim so they know you bought it! So all of these canisters went into the trash and I ordered hand made copper canisters from *****, where they did not outsource their fine hand made canisters. Americans need to recognize their neighbors as valuable human beings instead of the wealth you can get from using abusive labor in **** to outsource your products. This company is poor from the top to the bottom. They have a business model of replacing stuff that breaks instead of investing in Americans and *******. Photos uploaded show order history review link and subsequent error when you try to fill out a review on failing products.

• Initial Complaint

  Date:01/22/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We recently ordered 25 ****** Move Mugs with customized engravings as a special holiday gift for our team of healthcare professionals. We were excited about the order, having heard great reviews about Fellow, and spent hours perfecting each mug's customization, from font style to text placement.However, the experience turned into a frustrating ordeal. The order arrived incomplete, with only 24 mugs, and none of them featured the promised engravings. Despite understanding that mistakes happen, the response from Fellow's customer service has been unacceptable.With only email support available and slow response times, we were asked to re-submit all engraving detailsover 20 sets of specific informationrequiring hours of effort. Instead of providing a streamlined resolution, Fellow insisted that we return the incorrect mugs before processing a re-order. The return process has been overly complicated, involving bulky packaging, unclear instructions, and multiple back-and-forth emails.Adding to the frustration, I left a detailed customer review on *********************** website regarding this product and experience. It has been several days, but the review has not been posted publicly, raising concerns about transparency and ***************** healthcare professionals with demanding schedules, this added burden is incredibly disappointing. What was meant to be a thoughtful gesture of appreciation for our team has been overshadowed by Fellows lack of accountability and poor customer service.This experience has fallen far below the standards we expected from a company known for quality and customer care. We hope ********************** takes meaningful steps to address this mishandling and improve future customer experiences.

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A ******** Grinder *** 2 was purchased in December 2022 for about $375 directly on website of the manufacturer Fellow Products. It is a coffee bean ******************************** offers a 3-year warranty on registered products. In July 2024 we made a successful warranty claim because the grinder completely stopped working and began emitting what well refer to as a beep of death. We received a replacement unit from Fellow over the summer and began using it in September 2024. Within two months the replacement unit stopped working. This time, among other things, the grinder was releasing metal shavings created within the grinder. This is an issue which the company acknowledges:***************************************************************************************************************************************** When we followed official and authorized repair directions Fellow publishes on ******** it made the issues worse. Again, we contacted Fellows customer support because we are still under a 3-year warranty. This time we have requested a refund because it has become abundantly clear this is a defective product riddled with issues that affect its basic function. So far Fellow have refused to refund us. Instead, they have referred us to the same repair directions that made our issue worse and which other Fellow consumers online have referred to as a death loop because these grinders jam daily. We are basing our claim that this product is inherently defective on both BBB complaints and the ****** reviews for the product: ************************************************* Almost every 3-star and lower review mention a motor that just stops and/or Fellows expectation that consumers do fairly complex mechanical repairs to try to repair their faulty grinder. We hope Fellow tries to resolve this issue with us and consider improving or recalling what is clearly a failed product, and possibly a dangerous one.

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I purchased a Stag EKG kettle from Fellow through Amazon on 06/2023. Unfortunately, the kettle broke within a few months of use. I contacted Fellow's customer support via email to address the issue, as the product was still within the 2-year warranty period.However, I was informed that they would not honor the warranty because the product was purchased through Amazon. According to their website, Fellow offers a 2-year standard warranty or a 3-year warranty if the kettle is registered. There is no clear indication that the warranty is only applicable if the product is purchased directly from Fellow.I requested further assistance in resolving this matter, but Fellow's customer support (Mathea) stopped responding to my emails.

• Initial Complaint

  Date:02/05/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  We purchased a $285 coffee grinder from this company in March 2022. We registered the product, which according to their website provides a 2-year warranty. It has stopped functioning. We followed all online instructions to attempt to troubleshoot to no avail. I submitted a customer service request on 1/27/24 requesting repair or replacement. I received one email in return with no path to repair or replacement. There seems to be no published phone number for customer support, and replies do not seem to be timely. I am requesting a timely repair or replacement.

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  I purchased a grinder from fellow 11/13. I attempted to exchange it (unopened) for a different grinder via the website but the exchange link was a dead link. I let customer service now via email. It continued not to work although they insisted it did. I gave up and chose a return with store credit so I could just repurchase when the return cleared. Tracking shows it was received 11/21. I never received store credit. Website says credit will be issued in ***** days. 12/8 I notified them of no credit. they said theyd refer it. No answer 12/13 I again notified them. they replied they attach a return label. IT WAS RETURNED ALREADY. 12/21 In notified again. 12/25 they said it was received 12/21 (tracking shows 11/21!)& in 2-3 days Id receive a credit . I still have not received a credit! I disputed with ***** and they refunded me. However, I had used Affirms afterpay through shopify, so ****** says I still owe the full amount to them. I tried to open a dispute through Affirm, but they will not allow it because Affirms policy is that a dispute has to be filed 60 days from purchase. I wasnt notified I still owed Affirm until 60 days had passed. Affirm is zero help and notifies me every few days that I owe them the full amount.

• Initial Complaint

  Date:01/23/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  I acquired three items on December 21, 2023, totaling a payment of $419.44 USD. Unfortunately, two of the electric items were non-functional, prompting me to contact Fellow via email. Despite their attempts to address the issue, they suggested replacement. However, when I provided a non-North American address for replacement, I was *********** wasn't feasible. Subsequently, I inquired about the possibility of a replacement with a *** address but have yet to receive a response after two weeks

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My father purchased my husband and I a coffee grinder for my husband's birthday last year, from a new company that he had heard of, which we later learned is local to us in ** (5 blocks away) called Fellow. The gift was purchased at Nordstrom. The coffee grinder ceased to work after 4 months of use. I submitted a warranty claim in August and reached out to the company's customer service. They recommended I take the device apart and troubleshoot entirely on my own by watching a ******* video they posted. I am not a mechanical engineer, and asked them if this would effect the warranty. There was no direct answer. I offered to bring the device to their headquarter store nearby; they said they can't fix but can help troubleshoot - and that I needed to send a video of the product not working. After accessing the video they said the coffee bean size were the issue (?!?). They told us to return to Nordstrom, and for Nordstrom to them file the warranty. The Nordstrom in ** permanently closed due to pandemic. They advised we return to Nordstrom Rack in *********; we were denied a return there once onsite (a 90 minute drive roundtrip. They then advised us to return to Nordstrom in Marin - I cannot afford another 2 hour + trip, and cost of Uber to and from. I am demanding they honor this warranty - the coffee grinder was $270 dollars and has worked at most 4 months. At this point I have spent countless hours trying to self troubleshoot and have zero confidence in this company to fix the issue. I would like a full refund, not a replacement.