Bean Bros Omdömen 313

I've been a coffee subscriber for the past ~8 months. I bought the full set from them too; coffee grinder, v60, scale, and goose-neck kettle.

Last coffee shipment brought a rock with the beans. Coffee grinder broke and stopping working. I messaged them about it. This was almost 3 weeks ago.
As of today, I am still waiting for a reply/solution.

I bought a wilfa uniform in 2020 and it had some small issues in 2022. After warranty period it completely stop working. I gave a feedback to the customer service on both times and the second they sent another unit. Of course I would have liked to have a super smooth coffe machine, but in difficult situation you see the difference between normal online shop and shops with people that care about customers. I am not sure my second grinder will be bought at beanbros ( about that, please expand the available options) , but definitely the first place I will search for it will be that. Thanks Tobias

------------ Update 25/07
They sent the unit to my old address ( I did not upload my address on their site because I am not a regular customer, that I recognize it is my fault) without asking if I liked it to have it delivered somewhere else, and it's one month that the package is not arrived. I do not know it was never delivered or if the new person in my old house is using it without telling me, but I know for sure I need to buy a new grinder. Next time ask for the address before sending the product.

Unreal customer service. I've had issues with the same item twice and the BB team have been so helpful on both occasions. Thank you !

The company has very good client service which helped me with changing order details and answered questions about delivery on time.
The product (hand coffee grinder in my case) is also good, looks pretty nice, and does its work, now I have strong arms and super aromatic coffee :D

The coffee is really good, but the management and customer service really poor… I purchased a monthly specialty coffee subscription (one different brand of coffee delivered at the beginning of each month) at the end of March 2023. By the first week of April I noticed that two payment had been charged instead of one. After raising the problem with the customer service, they said basically that given that the product of March was at that point out of stock I didn’t receive the product but the payment was charged automatically (couldn’t they just stop the automatic charging when the product go out of stock???). Plus they refused to place a refund for one of the two payment, but only offered to deliver the coffee of May without any charging of that month, and I accepted, since I wanted to stay long term with their plan. On the first week of April I received the coffee of April (covered by one of the two payments). On the first week of May I receive the coffee of that month (covered, as agreed with them, by the “wrong” payment of March). To my surprise, the box contained the coffee of April, therefore an old coffee and different from the subscription I purchased, which was, to be clear, a different coffee every month. I raised again the problem by writing to their only email (they have no phone to call), I open two ticket on their customer assistance section in their website, but so far, one month from the event they didn’t respond to any question. They stopped answering!!!

I wouldn’t suggest others to purchase the subscription, or hope for them to don’t have any issues, because the team behind the brand seems to not been able to manage them professionally.

If they will answer and solve the issue, I will higher my mark to 3 stars, given that, still, the coffee is good…

UPDATE: after some solicits and the rating on TrustPilot, I got contacted by the BeanBros team which got in touch and refunded the wrong payment. I therefore upgrade my rating to 3 stars, but I still encourage them to solve the technical issue and to speed up their responsiveness to clients

Update 12.05:

Yesterday the grinder was delivered with UPS and I am so happy with it. Also I was offered some complementary coffee from Beanbros to make up for the long delivery.

Viktor from Beanbros reached out to me and apologized for the long delivery time and also explained to me that this happened because of the first misdirected Delivery which was the fault of postnord and not Beanbros.

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Update 10.05.: I finally received a reply from Beanbros, and they apologized for the delay. Now a new shipment is on the way with UPS. Let's hope everything goes well this time.

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Still waiting for my delivery after 20 days, with no estimated delivery date.

I ordered a coffee grinder with a value of around 370€ in their Webshop. The first delivery to my address in Austria was apparently misdirected and lost by their carrier 'postnord', at least according to the tracking site. If this is true, I don't blame them for this. In the contrary - when I contacted Beanbros via email about this, they were very accommodating and offered to ship a new one right away. I received a new tracking number for a UPS delivery on the 27th of april.
But this shipment was never handed to UPS (according to the tracking info), instead after a couple of days the shipment was cancelled and since then I haven't been able to get a response from Beanbros. Neither via email or phone or WhatsApp.

Now I will try to find a solution or get a refund via PayPal. I hope this works out.

What a customer service.
I’ve ordered a coffee grinder, which look like they’ve tested it on the fabrique. Viktor from BeanBros was super kind and askes me if I want to change it or have some nice coffee for free. I did choose the coffee, and wow those were great.

Not the last time I order something from BeanBros :-)

EDIT: After my review I was contacted from beanbros and given extensive explanation.

I am willing to believe that it was not malicious, but a mixture of misfortune and incompetence.

I was offered a full refund. Changing my rating from 1/5 to 3/5.

ORIGNAL POST:

I'm torn. Either all the other reviews you're seeing are fake, or I was the unlucky scammed one.

But yeah - I was scammed. I'm in the process of a chargeback with my bank. Hopefully it doesn't take too long.

I read the reviews, I ordered, everything looked fine. My package however wouldn't reach. Apparently it got "blocked at the border" and it got turned around. I pinged the company and they said "they've already sent out a new one".

"ok", I thought.

After several days of waiting, I got frustrated as I didn't have any new tracking code, any confirmation, anything. I pinged them several times and they finally responded with a random tracking code. All the emails are very unprofessional. Unpunctuated, lowercase, clumsy, lazy.

Well ok. Maybe a new company, maybe inexperienced, messing a bit. But no.

After a few more days I checked with UPS and they said that the package was never posted and the tracking code and all the dates were an "automatic estimation". When I confronted BeamBros about this, they never replied.

So to sum up - they never sent me the item, then they lied about sending it AND then they forged a tracking number to prevent me from issuing a timely chargeback. Luckily they failed with the last one.

This is not incompetence, this is malice. In addition, the link they send for a supposed "trustpilot review" is actually a add-tracking link, malicious itself (domain trk.klclick.com).

Avoid. Avoid like the plague.

Great communication and insanely fast delivery

Selection of beans and brew tools are top notch, prices are decent, and I've had nothing but good experiences with their customer service.

Thank you to Fellow Drops for this discovery!

I ordered delivery outside Europe. The product arrived in a very reasonable time. The response to the email was also quick and to the point.

I bought a Wilfa Uniform from them, the grinder is pretty good and gives a uniform grind even from the first batch, even though I'm sure it will be even better after some kilos of coffee.
I also bought a bag of coffee (Volcan Azul) that, in my opinion, is really good. The acidity it's present but not predominant so it pleases the taste of my family (used to darker Italian roast) but it also pleases my taste that is looking for more complex and bright notes (just to be clear, there aren't bitter notes). I was also pleased by the fact that the coffee was roasted on the same day of the placement (and shipment) of the order.
The shipment was processed fast (even though it stopped a couple of days in Hamburg) and it took six working days to be delivered in Italy.
Overall I suggest this shop if you live in Europe since it has a good price and interesting coffee.

I was a bit anxious with my order since it was on a website I didn't know, and for me it was for a decent amount of money.

Overall a good experience. They let you know that orders ship at the beginning of the month, they keep you updated regarding the state of your order and your parcel (though if it is changing counties you might need to use a universal tracker). The parcel arrived in great condition, and pretty fast. It past through customs as it should and then was delayed by the Greek postal service, actually more than it took to arrive to Greece. The item seems to be functioning well, and the whole experience was very smooth for me.

I loved that the package came on time and well packaged without any issues. What is more, the website is very user friendly! I would surely recommend this website to friends and would order again!!

Ordered a grinder, and turned out to be defect. It took over a month to get replacement. Also slow response. I honestly expected a bit more from such a reputable company.

Incredibly bad experience with Bean Bros after I ordered a Christmas present 7 days prior to Christmas Eve, because their website said that delivery times would not be more than 3 work days, so I expected it to be fine. 4 work days after the order was placed, I had not heard anything from them about it even being shipped. I wrote an email to address my concern and on work day 5 (the day before Christmas Eve) they replied, only because I had written to them, that my order could not be delivered because it was sold out. The mail was a standardized impersonal email to which I replied that I was very sad about their way of handling my order because now I would not have any Christmas gift to give, and that I wanted them to cancel my order because they had already withdrawn the money from my bank account. This reply has been ignored so far even though they have read it because they cancelled my order.

I know that Christmas can be a stressful time for webshops but it cannot be right that they only inform customers of sold out items after being contacted.

Customer service is such an important part of any business and the lack of it from Bean Bros just results in them losing customers.

I really loved my Bean Bros package. It was carefully wrapped and came all away to Cyprus in great condition.
I bought a "Wilfa Uniform Coffee Grinder - Silver without Scale - WSFB-100S" as a Christmas gift for my brother. I'm sure he will love it. I'd surely recommend your website to a friend.

They gave me a very nice discount. Also delivery from Denmark to The Netherlands was super fast!
I will definitely give a try to their roasts.

Very happy with the level of service and my experience during Black Friday. Victor even followed-up by email because I forgot something needed for the perfect setup. Highly recommend purchasing from them!