Prior to 17 Dec 2010, I was a loyal Gevalia customer. This company is definitely under new management. Never in the history of ordering coffee have I been so mis-handled as a customer. After 3 attempts to order on-line and receiving error message i made the mistake of calling Gevalia. Was told they could no longer deliver coffee to this address, "do you have another address, we'll send it there"? But I live at this address. "Sorry, the computer says we can't deliver to this address. Today, 27 Jan the issue remains unresolved. I have spoken to Jennifer twice, Ren, Kathy, Mark, Raf, James. Used the contact "secure" email 3 times, never received a reply. Wanted to wait on the line for someone 4 times, they'll come back to the phone to tell me the service rep is the phone and will call me within 24 hours. Phone call never came. Call back, apparently they have been calling but I didn't answer. Fat chance of that I am immobile and leave the house only with assistance. By the way, not once was a message left. Then received a letter 13 Jan with their personal executive number, 800-343-8254, signed by Bryan, just "Bryan". Of course he was on the line and please leave a detailed message and he will call back within the same 24hr period. Called 5 consecutive days. Same message...What a busy man!!! I guess the clincher is the part on the letter stating, "if we do not hear from you, we will "***"ume this matter has been resolved to your satisfaction".

It's no longer about the coffee, it's about business/consumer professionalism. They offer a good coffee and tea product. Just not good enough to accept this treatment.

I don't know what to do next. But I will do something.

I HAVE CHANGED MY CARD NO# AND PUT STOP PAYMENT ON THIS COMPANY AND THEY STILL GET INTO MY ACCOUNT.THEY SENT ME THE COFFEE MAKER AND IT IS JUNK.EVERONE BEWARE OF GEVALIA

We've ordered Gevalia and enjoyed free offers a few times over the past maybe five years or so. The coffee has been great, and I've had pretty good experiences with customer service (for ex, when our first carafe was damaged, they sent us a new one no questions asked). But, alas, something has changed!

My most recent order when I view my account online showed three extra boxes of coffee. When I would try to change the order to switch to the flavors I wanted, it would accept adding more but wouldn't let me delete anything, making the problem worse. I would try to change quantities to zero for unwanted items, but get an error message. Next thing I knew I'd clicked around to even view other options and each time I'd look at a pull-down menu, that item would be added to my order, with no way to delete it again. Now it's been two weeks later with e-mail correspondence daily, over a dozen e-mails back and forth. Each letter I get nothing specific from them which helps or even seems to acknowledge the issue. I wrote back asking if a person could please reply and acknowledge two questions as the simplest possible bullet points, but got back the same form letter which didn't directly address my questions. I even called twice and was put on hold for around 20 minutes before the phone hung up. The e-mails seem to be form letters, don't address my problem in any personal way, and just reiterate what my "next shipment" is going to be, and for what date. Each correspondence seems to show yet a different - still always incorrect - configuration of my order. All the while, when I keep checking my "membership info" online, it shows yet different items for my upcoming shipments, which keep changing, don't jive with their e-mails, and are incorrect. Finally I got someone on the phone who read yet a different order to me, I told him it was incorrect, told him the correct order and when he repeated it back to me, it was incorrect again. I reiterated and had him read it back and it was still incorrect. I could not believe it. Finally, he said the website was "having some problems they are working on" and I gave up trying. Today, it still reads incorrectly, although there is now only two additional boxes I don't want, instead of more than that.

I have no idea what's going to be in the box when it finally arrives, and believe it will not only be incorrect, but the billing will likely be wrong also, with no correction in sight.

I've called and get even worse service by phone. It's obviously outsourced and the people are even less personable than the awful e-mail correspondence, if that's possible.

I'm sad that we can't enjoy this coffee anymore, but I don't trust the company, and certainly the website is absolutely worthless. Customer service is rude and unhelpful, and their service has nose-dived into being completely incompetent. A customer seems to have absolutely no recourse. I called and asked for a manager to report what my experience had been and was put on hold again so long I finally had to hang up.

Today I received a postcard which reads that my "recent replacement order" is not available at this time. I have no idea what that refers to, and don't intend to waste any time even attempting to correct any more issues with them, as their service level is worse than worthless - it's insulting and frustrating.

Hopefully I can cancel my account without much ado at this point. I really did hope they would rectify the situation and I could continue to be a loyal customer to their coffee, which really is quite excellent.

Some of gevalia's coffee is good. But their customer service is the worst and most unreasonable I've ever dealt with. I was having coffee delivered 20 years ago with automatic payment through my bank. I changed my bank and forgot to change Gevalia to the new bank so one shipment came without me paying on time. Instead of calling or notifying there was a problem they cancelled all service, even though I paid them immediately on finding out what the problem was - why I wasn't getting coffee. Then a few months ago I thought I'd give them a try again. They blocked all my efforts to sign up without an explanation so I called -waited 20 minutes to get a person on the phone - who then finally said they'd "let me" start delivery again. I got 2 deliveries then all of a sudden my deliveries were "suspended" without explanation. I contacted them and they said they couldn't deliver to me because of the non-payment (which I paid) 20 years earlier!! That's after I paid for 2 deliveries. I explained I had already worked that out - look at your records. They said basically - too bad. I have a credit score > 800. I can buy a $600, 000 house w/o problems - yet I can't get this ridiculous company to continue deliveries to me. They disgust me.

I too just received a shipment from Gevalia that I had not asked for, and when I contacted them online I was told the order was paid for using a VISA card that ended in 9571 and expires in 3/2011. The Gevalia Rep (Laurie Osmon Executive Representative for Gevalia ) would not tell me the name of the bank that issued the card, so VISA Global was unable to stop it in its tracks and neutralize the thief quickly.

Hopefully the police and Feds will have better luck getting info from Ms Osmon than I did.

Looks like Gevalia is willing to assist newbie Identity Thieves so long as they place an order for a Gevalia product, and to *** with the consumers who get hurt by their obstruction.