Report: #1023273

Complaint Review: Boca Java (Coffee)

  • Submitted: Mon, March 04, 2013
  • Updated: Mon, March 04, 2013
  • Reported By: Ben — Spearfish South Dakota United States of America
  • Boca Java (Coffee)
    Boca Java Coffee HQ. Colorado.
    United States of America

Boca Java (Coffee) Didn't seem to care about the client, just profit.... Internet

*Consumer Suggestion: Some Issues

Show customers why they should trust your business over your competitors...

Went to boca java as a gift that would keep giving for my father...ordered 9 varieties of coffee in 8oz bags and, by what i could make out by their website, would be delivered one at a time until the my 9 selections were sent. This is not what happened! They sent the whole lot at once. Then, the next week, they sent the same (9) 8oz bags to same address. I only found this out because my father said he was delivered another box of all the same coffees. 

As I result I contacted boca  java and told them of the mishap. They said they could not take the excess coffee back, because it was roasted "specially"  for the recipient. I said the website is misleading in this regard and I want my $ back for the second order, which I would send back unopened and in pristine order. Boca Java still refused. 

I got the BBB involved (Denver-based) and after email exchanges this way, they offered to refund half the second order in "good faith." Boca Java fails to realize that the good faith attribute can only rightfully  assessed if they had reconciled before I went to the BBB. It is only because I went to the BBB that they made ANY deal with me. I was at this point almost beside myself with Boca Java's horrible customer service and digging their heels in against me, a no ill-intent client. 

The question is, wouldn't it have been more profitable to just make me happy, keep my business and thus give them more business through me because Boca Java was so compliant? 

I consider it bad business, and I WARN ALL CUSTOMERS that they will not work with you if there is a problem with your order and, if you do have a problem, you're going to have to go to the BBB to get any help. Why an upstart company is so callous and hard to work with, one can only guess at...
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This report was posted on Ripoff Report on 03/04/2013 12:14 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Suggestion

Some Issues

AUTHOR: Batman - (United States of America)

Now, you might get mad at me because I come across as harsh and uncaring. I don't dispute that, so don't continue on unless you got your big-boy pants on, okay?

First, I checked out Boca's website and can't see how anyone could possibly assume they'd sent a large order 1 bag at a time. Even with the "coffee club" that has the automated delivery schedules, it's pretty clear your full initial order is simply repeated at whatever interval you select. 

So, not to rub salt in the wound, but it seems you didn't understand what you were doing and instead of taking the time to contact them and clarify things, you ended up placing an incorrect order. As a matter of fact, going by the info in your story and your obvious confusion, it's possible you actually did this twice and then ignored the 2nd status and shipping notices, maybe assuming they were duplicates of the ones sent for the initial order. The other possible explanation is that you set up your order to repeat weekly. Whatever the case, multiple confirmation and shipping would've been sent. 

I checked out their FAQ pages and though their refund policies are narrow minded, they're still pretty clear. If you did place 2 separate but identical orders or set up a reoccurring order, and they in turn sent a confirmation and shipping notice for each delivery, then I can see why they'd fight you to the end on this.

Frankly, you should enjoy your extra coffee or be happy with whatever the company is gracious enough to return to you. Their refund policies clearly state if you don't cancel your order before it's been shipped, you're not really entitled to anything. Heck, you only get 75% if the order has just been started. They basically give you a small window to change or cancel things and if you miss it, you're out of luck. If your efforts with the BBB got you more back, great! I don't think you technically deserved any more, mind you, but it's a case of the squeaky wheel getting the grease.
Is this the best business practice? Probably not, but it's theirs, it's clear, and they have every right to enforce it. Personally, I would've taken the coffee back and refunded every penny just to keep you a happy customer, but that's their call, you know? 

Next time, to avoid similar issues, simply pick up the phone before you place an order and ask someone if you don't 100% understand what you're doing online. With a little due diligence, you can save yourself and your victims a lot of time and trouble in dealing with these kinds of issues.
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