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Business Profile

Coffee Roasting and Handling Equipment

Cliff & Pebble

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee Roasting and Handling Equipment.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:07/14/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 placed an order with Cliff & Pebble on July 9, I was a bit hesitant since I've never heard about this company Upon completing my order, it mentioned that it would ship withing 24 hrs., but it's been over 5 days, and I have not heard back from them in regards of my shipment. Worried about the slow progress, I decided to call them for more support but every time I called, I got messages to email them. 

    Business Response

    Date: 07/14/2025

    Thank you for the opportunity to respond.

    This customer's order was placed on July 9th, and they received an immediate email confirmation that included their 4-digit order number, the same order number they later used in an email to contact us, showing they did in fact receive it. This order number is found directly in the subject line of their confirmation email, in the email body, and can be found simply by logging in to their account on our website. I'm not sure why this customer feels he was never provided an order number. In fact, the email he responded to asking us for an update has his order number directly in the subject line.

    Regarding shipping: while our website does state that most orders ship within 24 hours, this specific product was clearly marked as on backorder at the time of purchase. This information is visible on the product page under Stock Status.

    As for phone support: our phone system states that all representatives are currently busy before offering alternative ways to reach us, including email and our contact form. The customer attempted to call during our busiest time of the week (Monday morning), which can result in longer-than-usual wait times. Despite that, they were promptly responded to via email once their message came through.

    To prevent further frustration, and because we clearly did not meet this customers expectations, we proactively canceled the order and issued a full refund, which has already been processed back to the original payment method.

    We take all customer concerns seriously and aim to be fully transparent. We're sorry for the confusion in this case and wish the customer all the best.

Cliff & Pebble is NOT a BBB Accredited Business.

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