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:04/08/2025

  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.

  Im really disappointed in the quality control from this company! This is my sixth order, and with each one, Im having to throw away more and more pods because they burst in the machine, spilling grinds everywhere. Not only is it a mess to clean up, but it also wastes time and makes an already expensive product even more costly. To make matters worse, *** reached out multiple times via email, and ******** about these issues and havent received a single response. I guess the 3.6 star reviews make sense now. I just wish I could get my money and my time back.

  Business Response

  Date: 04/08/2025

  Thank you for bringing this to our attention, and we're truly sorry to hear about your experience.
  
  We want to clarify that the email address provided in the complaint is not associated with a registered account in our system. However, we were able to locate your orders under a different email address. Under that account, we found a total of three orders:
  
  December 31st 2 boxes of Light Roast Pods for $47.81
  
  January 8th 1 box of Flavored Pods for $47.80
  
  February 26th 2 boxes of Light Roast Pods for $84.98
  Total: $180.59
  
  We have fully refunded all three orders, and email confirmations of the refunds were sent at the time of processing. We sincerely apologize if you did not receive or see those notifications.
  
  Additionally, after a thorough review, we were unable to locate any prior communication from youvia email or Facebookunder either email address associated with your orders. We completely understand how frustrating this situation must have been, and were truly sorry that your experience did not reflect the quality and service we aim to provide.
  

• Initial Complaint

  Date:09/16/2024

  Type:Service or Repair 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.

  Fabula has a reward program for subscribers and as a customer for over a year, with an active subscription I have accumulated a great deal of reward points.I attempted to utilize my points for a number of different orders (8) and unfortunately was not able as Fabulas system does not accept their own reward codes. I contacted Fabula and was told, to make it right, they refunded all of my rewards points to my account and I could use them on future orders. I placed another order and once again I could not use the reward points and did not receive a refund. I contacted Fabula, and was told once again that I could use my rewards for future purchases and if I was unable they would send me a refund. Fabula owes me $135 for rewards that I earned and attempted to use on eight different orders. I have sent five emails, requesting Fabula to apply the rewards to a pending order I currently have. Fabulas solution to their systems fault, are for me to keep placing orders and continue to try and use my rewards. After spending an additional $536 and Fabulas continued broken promises, I have to believe Fabula never had any intention on honoring their rewards. As of todays date all of my attempts to reach a viable solution with Fabula have fallen on deaf ears.

  Business Response

  Date: 09/17/2024

  Our rewards program is managed through a third-party app, which unfortunately experienced technical issues beyond our control. We truly regret this inconvenience, but we want to emphasize that the customer has been held completely harmless and has been fully compensated.
  
  Specifically:
  
  The customer's unused rewards have been reapplied to her account, and her points balance is currently at 10,730.
  Her last order in June was refunded $25, as the rewards were not applied due to the system being down.
  
  We also communicated with her during her first interaction with us regarding this issue, explaining that the rewards system was down and that we would need to issue a refund, which was promptly processed.
  
  We value her business and believe weve taken all the necessary steps to make things right.

• Initial Complaint

  Date:06/22/2024

  Type:Order 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 ordered four bags of coffee from them since they offered me 50 percent off. I have ordered this coffee for a year. Now they sent me junk. the bags are full of air and not even 50 percent full. The coffee is not the same probably because there is so much air in the bag and not sealed. I called them they hung up on me. I sent them a complaint on their website and help desk with no reply back. i want my money back. This is awful can't find a place to even send a review, so no one buys from them again.

  Customer Answer

  Date: 06/22/2024

  They just said they would refund my money after I told them I contacted you 

  we will see if they actually do 

  Business Response

  Date: 06/26/2024

  Regarding complaint:

  Customer ordered our coffee May 10, 2024, and we shipped the coffee May 13, for delivery May 15. 6 weeks later, on June 22, customer contacted us via email and expressed he was not happy. We answered customer promptly and issued a complete refund. Please see attached screenshot of customer email, as well as customer interaction from our CRM, Shopify. We issued a full refund to Mastercard ending in 3642, Acquirer Reference Number (ARN): ***********************. We believe we have acted promptly and done everything we could to make the customer happy. 

  Please see our responses to the general comments from the customer:

  1) Customer says we sent "junk". We sent coffee, which is what we promised. "Junk" is a subjective term. We totally accept the customer does not like the coffee, and for that reason we promptly refunded the customer, but we sent what we have promised. 

  2) ******** says the "bag was full of air". When coffee is freshly roasted, it actually degasses in the bag. That is why a coffee bag has a valve, to let the air escape. This does not happen with stale coffee, usually found in the supermarket. We are dealing with a natural product, and a normal physical process. What matters is that the bag contains 340g of coffee by weight. We sell the coffee by weight of coffee, not by volume of the bag. The customer has not substantiated that the bag has less than the promised weight. We understand the bag can be full of air, and that this might seem weird for a person not aware of coffee degassing, but what matters is the weight. We check calibrate our bagging equipment frequently, and the correct way to address any issue is to document that the bag had less than 340 g of coffee. Even so, the order was immediately refunded, on the same day of the complaint. 

  We believe our actions reflect our commitment to customer service and product quality. We acted promptly to correct any potential issues (real or not, referring to the weight), after the customer complained 6 weeks after delivery. 

  We are happy to provide any and all details to further the case. 

  Best regards

  ****, Fabula Coffee

   

  Customer Answer

  Date: 06/27/2024

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