Contact Peet s Coffee Support

I placed an order in September 8th for about $200 worth of coffee, 11 lbs, during a promotion. Within 10 days I received 3 lbs and could not see the order in my account history when I looked to see the status of the remainder of the order. After a couple of weeks I attempted to call and was repeatedly disconnected, I then emailed and about a week later around 10/4 received a response. I was told that the remainder of my order would be fulfilled and sent within 14 days. I received nothing. I then sent another email was told my order was fulfilled back in September but they would be replacing my order and sending me them 3 lbs of coffee I already received completely ignoring the bulk of the order, the other 8 lbs. this company has no quality control or client relationship management software. Be warned you may never receive your order and there will be no record. On a side note I spent well over $500, probably closer to $1000 in direct orders over the summer, you would think that would warrant some attention to detail. This has been awful.

The designers of this app clearly don’t actually use it or get feedback from real users. They keep telling me the new rewards program is “easier” which is a joke and not true. It’s many steps, where we have to “convert” points into rewards and then somehow apply them, compared to the old simple rewards that I was using for years. Despite what Peets may think, this is not an app one wants to spend all day in. We want to fire it up, order our coffee, and get out, smoothly and quickly. To that end, we use the “reorder” feature all the time, fewest clicks, done, order placed. But guess what? you can’t use the new points / rewards with the reorder feature. Useless. Now I will just accumulate useless “points” forever that I will never redeem because it’s too much effort, too time consuming. Maybe that was the goal of the new system, that we never get free drinks anymore. I’ve been a customer for over 40 years, since college, but this is pretty annoying.

This app is not accepted at all Peet's locations. I travel regularly and use the app, but none of the Peet's locations here in Las Vegas that I try to patronize accept the app. This is a deliberately fraudulent and offensive way to market and brand the Peet’s name - and I no longer patronize these Peet's locations as a result. I still do use the app at many Bay Area locations, but got an email today with terms and conditions stating that if the app is not used for check-in within 180 days all accrued points are removed. How am I supposed to use the app to regularly check-in when all your locations do not accept it?! This kind of deliberate disrespect of customers, obviously done with full malicious intent from management, is unbelievably incompetent and should be considered a fraudulent business practice. I mean, the management couldn't think of a way to more effectively drive away loyal customers if they even tried! I question if this app is even legal.