Coffee Roasting
Tchibo USA, Inc.This business is NOT BBB Accredited.
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Complaint Details
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Initial Complaint
03/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a coffee maker on amazon from Tchibo, I have never used the coffee maker and went to set up and it doesnt turn on, I have one year warranty but when I call the ********** hot line someone answers and transfers me to costumer service and ai can hear they pick it up and hanging up. I have not be able to talk to one human being about my coffee maker that I have never done not even one single coffee.Customer response
03/13/2024
Better Business Bureau:
The Business has addressed my concerns outside of addressing the BBB in reference to complaint ID ********. My issue is resolved and my complaint can be closed.
Sincerely,
***************************Initial Complaint
02/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Bought the single serve coffee machine from their website. I had it for 3 1/2 months before it broke due to a faulty elbow or thats what there tech told me after they repaired it. After being sent back the machine. Upon opening it I saw the machine was assembled ( pictures included) wrong and had coffe grounds all over it. ( was told *** did it). So I was promised a new machine. Was sent a machine and upon opening It this machine was used ( grinder had coffe in it so did water line. and coved in coffe and had coffe stains in the drip catch.After all of this. I am not sure I could trust there customer service team or there machines. Was going to leave 2 stars till I figured out I could post the videos of all the issues and opening the new machine and seeing it being used. So one star it is Picturesare of fixed machine and brand new machineInitial Complaint
12/08/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased item on 5/23/23 and the machine has mold everyday even after cleaning it and cant get to parts to clean and coffee taste burnt. I would like a refund as the machine should not get mold in it and I am highly allergic to mold.Initial Complaint
08/10/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I bought a Tchibo espresso machine from Amazon in December 2021. The machine comes with 2 year warranty (at that time, now reduced to 1 year). The machine broke in July 2022, was sent in for repair, repaired and returned to me. In July 2023 the machine broke again. Tchibo says that it has been repaired incorrectly previously, and refuses to repair it under warranty. I understand that the company that now performs repairs is different from the company that did the initial repair, but I feel that just because the first company did a bad job, they should not void the warranty, as I did everything per their instructions. Note that I had no reason to perform any repairs myself, as the machine was under warranty.Initial Complaint
06/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered a coffee machine from this company for over $500. Less than a year and a half later, it started malfunctioning. I wrote to the company and explained the issue, and they offered to repair it under the warranty. I said perfect, thanks. The issue I was experiencing at the time was a nuisance, but mild. It was still usable at that time. No sense of urgency was expressed to me during this exchange whatsoever. I decided I would send the machine in after a few weeks, since i'd be out of town anyways and wouldn't need to use it. A few days before I went out of town, the machine stopped working altogether; it wouldn't brew any coffee at all. I realized it was perfect timing, since I was about to send it in anyways. The day before I left town I went to print off the *** label they sent me, and it said it had expired. This was odd to me, as I was never given an expiration of any kind, and I use *** frequently and have never seen a label that's expired after only a few weeks. I emailed them to get an updated label and was told since the original label expired, i'd need to cover the cost of shipping if I want a repair. This is very troubling to me, as a very expensive coffee maker should not be broken after less than two years in the first place. Then, my shipping label expired after an unknown amount of time, and a new one would not be issued. Now, i'm looking at no doubt $50-$75 to ship the broken coffee maker in for repair. Horrible customer service, very dissatisfied with the product. My most recent email to them to inquire where in the warranty policy it states that the product must be shipped within X days in order to have the cost of shipping covered has gone completely unanswered.Business response
06/27/2023
Please see powerpoint attached for all details of this case
Tchibo conclusion
We provided the customer service required by offering to fix her coffee machine, we let her know that the *** label would expire even then she did not answer after sending it 2 times. She had a lot f urgency to fix her machine as you can see in the emails not like she states in her complaint.
We are willing to provide the warranty repairs and the logistics costs to send her machine back when its fixed, she would just need to cover her shipping to the repair facilities, we have already paid once for this cost.
We are willing to offer priority to her machine once it gets here. We already let her know this in an earlier email last week.
Thanks for taking time to read our statement
*********************************
***** ************* Manager
********************** Account Manager
*********.
*********************************************************************
************
************************Customer response
06/27/2023
Complaint: 20228708
I am rejecting this response because: the first time they sent a label I did not receive it. I use email all day everyday, and it was not in any of my boxes. Thus, I had to request the label a second time. Then, it was sent but no expiration date was given. I do a lot of business with *** and Ive never had a label that had an expiration date. If the label expired, wouldnt the courtesy be to say this label expires in 5 days or assure, before ordering the label, Im in a logistical position to ship the machine? By the time they sent the label after my second request I was away and unable to ship the machine. This all couldve been avoided had I been made aware of the expiration. To date, I still have no idea how long the label was good for. Was I expected to ship it same day? Same week?
Sincerely,
*****************************Business response
07/10/2023
The label was provided in a timely manner, if the client did not use it is full responsibility of them. As i mentioned we are willing to fix the machine and pay the return label to ship it back. The label was provided, the client never mentioned she was leaving actually she was in a big hurry to ship it back as you can see her emails. Respectfully Tchibo will not pay again for the shipping label after provided in a timely manner and even delivered to her directly. The email sent to her it was mentioned to her it would expire, if the client was going to travel for a long period of time or was going to not send the machine in, she should have notified and not expect a label 2 months later to still be active.Customer response
07/10/2023
Complaint: 20228708
I am rejecting this response because: I still have not been provided with proof of the policy in the warranty agreement that says the length the shipping label is valid for. Ive never once been informed whether it was valid for one day, one week, etc. Until I see this in the warranty policy we will continue to go back and forth.
Sincerely,
*****************************Initial Complaint
01/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On December 26, 2021 we purchased a Tchibo coffee machine through Amazon. The unit has a one year warranty.In February 2022 we had a problem with the machine and were able to reach technical support who told us how to handle the issue and it resolved. In early November ********************************************************************* February. I followed the instructions I had received in my first contact with them and was able to get the unit to release, but it would not insert back in the machine afterwards. I called the company and left a message, then another. I emailed them and still nothing. After repeatedly turning the machine on and off, the gear inside finally rotated and I was able to re-insert the brewing unit. However, the machine failed to work.On November 22nd I reached out to the seller via Amazon and filed a complaint with Amazon against the seller. On November 24th they responded with an automated message requesting the same information I had just provided. I resubmitted the information to them along with pictures, and again received an automated response saying I would get help in 2 to 3 weeks! My warranty was due to expire on the 26th of December, so I had obvious concerns about handling this is a timely manner. That was the last time I heard from them.I again reached out to Amazon who attempted to contact the seller. Amazon has been unable to get a response of any kind from them and 2 weeks ago requested a refund on our behalf due to their lack of response. Tchibo has still failed to respond. As this has taken now nearly two months, we have purchased another coffee maker and are seeking a refund from Tchibo for the machine that they failed to honor the warranty on. I am aware that they can refuse to honor Amazon's refund request, but I believe a good business would take responsibility as we gave them every possible opportunity to handle this as a warranty issue before finally purchasing another machine elsewhere.Initial Complaint
10/10/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I received a replacement coffee machine in May of 2022. On Monday, October 3, I attempted to descale the machine per notice on the machine. The machine would not complete the process because it would not exit the descaling mode and enter rinse mode. I contacted ******* on Monday and was told I would be contacted by someone, which never occurred. I called again on Thursday and left a message, again no response. In addition , I sent a message on Weds., requesting assistance. The failure to respond to my issue is extremely dissappointing. No one has extended me the courtesy of a response. **************** is lacking and unacceptable. I request that the machine be repaired or replaced.Initial Complaint
09/16/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
The company is not responding to problems with the coffee machines that they sell. I've been trying to contact them for 3 weeks without any response. The company phone never rings through to an actual person and despite leaving msg's they have not gotten back to me.Checking various social media outlets like ******** it's apparent that many people are having this same experience and unable to get ahold of anyone at the company.
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Customer Complaints Summary
9 total complaints in the last 3 years.
2 complaints closed in the last 12 months.
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