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:09/08/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 previously subscribed to jot coffee on a monthly basis. Cancelled my coffee subscription about 2 or 3 months ago. Was a 6 month membership. Had to order monthly. Now I am being sent orders I never initiated. I was sent one end of July. Another one is currently being prepared. I want this to stop. I do not want to receive anymore unsolicited orders from jot. Nothing. I want a full refund if I am charged. I should be refunded for what not sent me in July, as I never ordered that. I have not even used it. I am not a big fan of their coffee. ?? I want this to stop.

  Business Response

  Date: 09/26/2025

  Thank you for allowing us the chance to respond to *************** concerns.

  
  We value our customers and always want to make sure their experience with us is positive. Heres a clear timeline of what happened and how we addressed the situation:
  Customer Timeline & Actions:

  Subscription Start: Mr. ****** began his coffee subscription on April 4, 2025.
  Cancellation: He cancelled the subscription bundle himself through our website on July 15, 2025, mentioning he wanted to cut back on caffeine. The subscription bundle status was updated immediately.  
  Order Processing: Despite the cancellation of the bundle, a one-time add that he had on his account was automatically generated and charged on September 5, 2025 due to our systems scheduling (Order #**********, Charge #**********).
  Customer Contact: On September 8, 2025, Mr. ****** reached out, letting us know he was charged after cancelling and didnt want the order.
  Resolution: We responded promptly the same day, confirmed his cancellation, and issued a full refund.
  Communication Attempts: Before the refund, automated emails about account status were sent as part of our normal process.

  
  Summary of Our Response:
  The cancellation of his subscription bundle was done properly by Mr. ****** in July.
  The September charge for the one-time add on seemed unintentional by customer but was promptly refunded once he contacted us.
  We acted quickly to make things right and ensure no further charges occurred.
  Weve also reviewed our system to prevent this from happening again.

  
  Were sorry for any inconvenience caused and appreciate the opportunity to clarify this. Our goal is to provide a smooth experience for all our subscribers, and well continue improving to make that happen.

  
  Thank you for your time and consideration.

  
  

  Customer Answer

  Date: 09/26/2025

   
  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. I was able to locate said credit, and expect to no longer receive any items from jot.
  
  Sincerely,
  
  *** ******

• Initial Complaint

  Date:01/10/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 have been trying to reach Jot via email since mid November. Just tried the email address i heard listed on their telephone number, ************ It bounced. There was no option to talk to anyone.

  Business Response

  Date: 10/13/2025

  Hey *****

  Thank you for your patience, and please accept our sincerest apologies for the delay in addressing your BBB complaint. Due to an issue with email routing at the time, your original communication unfortunately did not reach the appropriate team, and we regret that this resulted in your concerns going unanswered. This oversight does not reflect the level of service we aim to provide.

  After reviewing your account and the timeline of activity, we see that your original cancellation request was handled in October 2024, and at that time, your subscription was successfully cancelled. Our records also show that you later created a new subscription in November 2024, which remained active until you personally cancelled and deactivated your account in February 2025.

  
  We understand that your attempts to follow up in November 2024 were not met with the response they deserved. We fully acknowledge that gap and want you to know that this poor customer service played a key role in prompting a full overhaul of our Customer Experience team. Since then, weve rebuilt our support processes and staffing from the ground up to ensure a more responsive and supportive experience for all of our customers. 

  
  Additionally, wed like to clarify that our self-service portal is available at any time for subscription management, including cancellation. While our team is always happy to assist directly, we did not find any communication on file indicating you were experiencing login issues. However, you deserved a response and prompt one at that and we truly regret that this was your experience with our previous team. 

  
  That said, we never want a customer to feel unheard or unsupported. If you experienced any charges that you believe were made in error or would like us to further review your account for potential refund eligibility, we would be happy to do so. Please reach out to our team at *********** and reference this BBB case so we can promptly assist.
  We truly appreciate your past business and the opportunity to make this right.

  Customer Answer

  Date: 10/15/2025

  Well what a surprise to get a message from the business after a year!  
  
  I kept trying to cancel the subscription that I allegedly started in November but never found it on the website, never received assistance to rectify that. 
  
  The only way the subscription stopped was my credit card expired. 
  
  A further gesture from the company in the form of a free shipment of Jot Dark would be a start in making up the insult.  I did like the coffee. 
  
  Sincerely, **** ********
  

  
  

  Business Response

  Date: 10/15/2025

  Hey Mara,
  
  Thank you again for your response and we completely understand how frustrating this experience must have been. I'm really sorry for the lack of support you received and the inconvenience it caused. Thats not the kind of experience we want anyone to have with us.
  
  Wed love to send you a complimentary shipment of Jot Dark as a small gesture to make up for the trouble. Since its been a while, someone from our team will reach out via email shortly to confirm your shipping address and ensure it gets to the right place.
  
  We truly appreciate your past support and hope we can leave you with a much better impression moving forward.

  Customer Answer

  Date: 10/15/2025

   
  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.  I appreciate their willingness to sweeten the bitter experience, and am looking forward to the shipment. 
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:11/29/2024

  Type:Product 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.

  Cant reach merchant to cancel subscription, cant log in to cancel subscription, vendor does not answer phone or return emails. Product tastes burnt and I don't want anymore of it-ever.

  Business Response

  Date: 10/13/2025

  Thank you for your feedback, and we're sorry to hear that your experience with our product and cancellation process was frustrating last year. Extra apologies that we are just seeing this complaint now. 
  
  After reviewing our records, wed like to provide some context. On November 29, 2024, the customer reached out via email to let us know about an unwanted subscription charge. We responded the same day, asking for additional details to help locate the account, as no orders were found under the email address initially provided.
  After a few follow-up emails from both sides, the customer provided their shipping address and alternate email addresses on December 5, which allowed us to locate the correct account. We successfully canceled the subscription on December 20, and confirmed this in writing to the customer.

  
  We recognize that not being able to log in or easily reach a company is frustrating. We always aim to respond promptly and thoroughly, and in this case, we're glad we were able to resolve the issue once we had the necessary information.

  
  Regarding the product taste, we appreciate your feedback and are always working to refine our offerings. We're sorry it wasn't to your liking.

  
  Again, we apologize for any inconvenience and appreciate the opportunity to clarify how this was handled.

• Initial Complaint

  Date:11/27/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 starter kit on October 26, 2024. The return policy is i can request a return for a full refund within 20 days of purchase. I received the product on November 5, 2024. The product I received was not up to standard and tasted rancid. I request a return and refund to their customer service email address ************ on November 15, 2024 (19 days after my order was place) and received an automated response immediately stating the email had been received and I would receive another email from an agent "as soon as we can assist you." I followed up on November 20, 2024 and received no reply.

  Business Response

  Date: 10/13/2025

  Hey *********,
  Thank you for taking the time to share your experience back in 2024 and I want to start by offering our sincerest apologies for the frustrating and delayed communication you encountered. Between then and now, you definitely deserved a prompt response via email, and for this matter to happen much much sooner.

  
  Although it is so far after the fact I do want to express that you're absolutely right to expect a timely and respectful response, especially when reaching out within the window of our return policy. The delay in handling your return was entirely unacceptable, and we fully acknowledge that your emails should have been addressed much sooner.

  
  At the time of your outreach in late 2024, we were in the midst of a much needed change within our customer service department that we were unaware of. Unfortunately, the previous team on your case did not uphold our standards, and they are no longer with *********** Since then, **** completely restructured our support department, hired a new CX lead, and implemented much stricter service standards, including ensuring all emails are responded to within 2448 business hours.

  
  Im glad to confirm that a refund was finally issued on December 11, 2024, and while that resolution came far later than it should have, were relieved it was ultimately processed. That said, the delay in getting there is deeply regrettable, and were genuinely sorry for the inconvenience and disappointment it caused you. We hope you are doing well and thank you for giving us a try in the past. 

  Customer Answer

  Date: 10/13/2025

   
  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.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:10/02/2024

  Type:Product 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.

  I placed an order never received it. Contacted customer service told me I didnt pay sent a picture of processed payment. **************** will not respond and I still have not received my coffee or a refund

  Business Response

  Date: 10/13/2025

  Hey ******,

  
  Thank you for your patience and we are so sorry we are just seeing this complaint so far after the fact. Weve reviewed the history of your order from 2024 and want to sincerely apologize for the confusion and lack of resolution at the time.

  
  It appears that your order was only partially processed due to an incomplete payment, and when we sent a follow-up invoice to complete the transaction, the payment attempt was unfortunately not valid. As a result, the order was never fulfilled or shipped. 

  
  That said, we absolutely recognize that our communication should have been clearer and more proactive. Were especially sorry that we didnt offer a more straightforward path to resolution or closure, whether that was a clear refund explanation, confirmation, or an alternative solution. That part was on us, and we regret the frustration it caused.

  
  While a lot of time has passed, weve just attempted to issue a refund for what you paid at the time of the order. If for any reason it doesnt go through due to the time elapsed, please reach out and well do what we can to confirm resolution. You can mention this response and email us at *********** if you do not see it back to your original payment. 

  
  Since 2024, weve also brought in a completely new customer experience team and leadership, where improving our service and response times has been a major priority. We genuinely appreciate your feedback and are very sorry again for the way this was handled and for the time in getting back to you on the BBB website. 

  
  

• Initial Complaint

  Date:09/30/2024

  Type:Product 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.

  I placed an order for coffee, received it, but it has a horrible burnt taste and I cannot drink it. I contacted the company multiple times informing them of this and their website states "If you're not 100% satisfied we'll refund your order." I requested a full refund since the product has a horrendous burnt taste and cannot be consumed. The company has since not responded to my multiple requests for my refund. I have emailed them multiple times and reached out to them on social media, so far all requests have been ignored.

  Business Response

  Date: 10/13/2025

  Hi *****,

  
  Thank you for your feedback, and we're sorry to hear that your experience with our coffee wasnt a great fit for your taste when you ordered last Fall. 

  
  Looking back on those records we can see you first reached out to us on September 23, 2024, and while we regret the delay in getting back to you, a full refund was processed. This was confirmed via email and a separate email was also sent confirming the refund on September 30th. 

  
  Weve continued to evolve our product and customer service experience since then, and feedback like yours helps us improve. Thanks again for trying us out. 

• Initial Complaint

  Date:09/21/2024

  Type:Sales and Advertising 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.

  I started a subscription in July 2024 for coffee. We continued the subscription for the next month, but decided to cancel on August 12th, 2024 because of price. I paid $46.95. When I was logging in to cancel, it said my account could not be found. I emailed support and they were able to grant access to my account. I canceled my order online on August 12th. Early September, I received an email that my order was preparing to ship. I sent an email again and they confirmed that I did not have any active subscriptions. On September 8th, I got charged for an order and got an email that my order had shipped. I emailed again right away and they said it was too late to cancel, and that they found that order number under a different email address that I had no association with. Clearly, there was a problem with their software where they store accounts. Somehow, my payment info and street address were stored under another email address, so when I canceled the order it didn't actually cancel? I'm not sure. They refused to refund my order because I did not cancel on time. They said that I didn't cancel until September 8th, even though I showed them the email where they ensured my subscription was canceled on August 12th.

  Business Response

  Date: 10/13/2025

  Thank you for bringing this to our attention, and we sincerely apologize for the experience you had in the past with us and that we are just seeing these complaints now. 
  
  After reviewing the details of this case, we found that two subscriptions were created under nearly identical email addresses, one with a period separating the first and last name, and one without. Both were tied to the same name and shipping address. Unfortunately, when the subscription linked to one email on August 12, 2024 was cancelled, the second remained active, which resulted in the additional charge and shipment in September. Please note, both subscriptions started with our Welcome Order being purchased which can only be ordered once per customer and that is enforced by our platform by not allowing the same email address to order our welcome offer twice since we offer a free $30 mug with purchase. 
  
  That said, we completely understand how confusing and frustrating this must have been, especially since you did everything right on your end to cancel the subscription. Its clear that our support responses at the time failed to properly identify and resolve the issue of two active subscriptions.
  
  Regrettably, because this occurred over a year ago, were no longer able to issue a refund through our system. However, we want to assure you that weve made substantial changes since then, including the complete restructuring of our Customer Experience team. These changes were put in place to prevent exactly this kind of situation from happening again.
  
  While we understand this doesnt undo the inconvenience you experienced, we hope this response demonstrates that your feedback led to meaningful improvements on our end. We truly value your past business and again apologize for the experience.

• Initial Complaint

  Date:01/07/2024

  Type:Delivery 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.

  Ordered the product on 12/20/23 and it was delivered on 12/27/23, which I emailed them and they said wait a few days for delivery, I did, then emailed them back a few times and now I am being ghosted. I am out of $60 and no product! Seems like a scam to me!

  Business Response

  Date: 01/08/2024

  The customer has received a response from Jot customer support and the issue has been resolved. 

  Business Response

  Date: 01/08/2024

  The customer support agent has responded to the email/inquiry and a replacement order is being sent.