decency

C'mon guys. We love our customers. That's why we work so hard and go to extremes to keep prices rock bottom and work efficiently and do whatever it takes to get orders out correctly and on time. We love you, we love our farmers, we love coffee in general. And obviously we aren't perfect,and sometimes even when we are perfect, other things out of our control go wrong, and sure, we will help you out and make it right. It's part of the territory.

A customer freaked out last night because he found a pinhole in his bag of Ethiopia. It was roasted literally three days ago and landed at his door. It's almost still too fresh to drink but he declared it undrinkable because of the pinhole. We said, nah, keep it real. Drink it. Enjoy it. It's an incredible coffee with such a journey to get here every year and its so fresh it hasn't even hit its peak of flavor yet. He sent a picture of a dark oily coffee in a dish pretending it was the Ethiopia coffee that had somehow turned dark and oily from a pinhole in the bag. C'mon, this is what we do for a living -- do you really think you're going to fool us into thinking coffee somehow turned five shades darker and got oily. We assured him that we have security cameras and can verify if a mistake had been made (it hadn't been) and if he had really gotten a dark oily coffee, then so did 50 to 80 other people (they didn't); but if he really wanted to return our real coffee, here's a prepaid mailing label to send our real coffee back. Instead he sent back (in a generic freezer bag), some very stale, very overroasted coffee that had a hint of lemon flavor, no bloom whatsoever, smelled about 4 months old, 100% for sure wasn't a coffee that had even been through our shop before, and it sure wasn't a coffee that had been roasted less than a week earlier. When our Ethiopia came in, we roasted it all night (tasting every single batch), filling orders the next morning; and we were so excited to get it out to everyone. It's so delicious and magical and then it takes one guy to kill the whole vibe and steal from us. All because you're upset about a pinhole in your bag. Don't make me lose faith in humanity. Cmon Robert Scharp of MASSAPEQUA, NY. Grow up. Don't lie about dumb stuff. Don't cheat people. I know you're mad about a pinhole, but what you did was really low. Choose your fights better. It's not worth it. Banned for life.

Another girl in December, Jessica Williamson of DELTONA FL 32725 just flat out stole from us as well. She tried to say that 5 pounds out of her 20 pounds of unroasted coffee looked crushed and she wanted her money back but when we asked for a picture so we could file a damage claim and refund her she was unable to provide a picture of the alleged damage. When we asked her to return the product for a refund, she wouldn't return it to us. Instead she did a chargeback for the entire $130 order, even though only $25 of the order was allegedly damaged. Why are you stealing from people jessicarushing82 ? We make maybe $15 on an order like that. How do you act like that? This is the opposite of what our company is trying to encourage. We want to HELP people, SUPPORT and EMPOWER, we want to even out the playing field. Don't lie! Don't steal from people who are helping you! Don't steal from businesses like us! We are on your side! We are the good guys, keeping things fair, keeping it real.

You all aren't going to like what the coffee market goes back to looking like if you put us out of business. If you take advantage of us and we give up, you're gonna pay through the nose once we aren't there to keep the other coffee businesses honest.

Another guy, Michael Sims of South Lyons Mi decided to do a chargeback a couple weeks ago because USPS didn't get his order to him within a week since he ordered during the rush of the holiday season. So he did end up getting his espresso beans and it was completely fine, but he decided not to return it and not to pay for it. We banned him for life, but then when we confronted him about it, he explained that he considers himself a good guy who does the right thing and he had thrown away the espresso beans because they were over a week old and that it was our fault he didn't get to drink espresso on Christmas. Um... let's keep it real now. You're not a good guy. You're a thief and you do unethical things, so you should get help.

Mauro Rosselli of Chicago decided not to pay for his $400 order of unroasted coffee because we messed up his label. He's a wholesale customer and we literally sell coffee to him at our cost. He even has Matt's cell phone number and called him up at 8pm at home and had a pleasant conversation and then the next day he sent an email saying he didn't feel appreciated as a customer because we hadn't sent his tracking number as soon as it shipped and that he shouldn't have to pay for coffee that has the wrong label on it. Seriously? You have the business owner's phone number, you call him at home at night, he talks to you, splits bags of coffee with you, and then you feel like you aren't appreciated as a customer and you don't pay for you order? He wanted the coffee -- we sent him a prepaid mailing label to return it, but he didn't return it. But he didn't pay for it either. The world is going mad. Hopefully the next time he has that level of service and privilege with a company he'll be smart enough not to just throw it away. You really need to grow up Mauro.

Most of you send us complements and thank you's and appreciation. Of course when you send out 7000 packages a month you're gonna run into a couple people who have lost their mind and complain about the silliest things and steal from us and try to destroy our souls. I wish you could see how much we care and how much passion we put into your orders. The balance of frantic work and perfection that occurs to find these coffees, roast, taste, and pack up your orders same-day, we are tired, pushing our limits, excited about what we are sending you. and then someone complains or steals from us about something that is correct, that we poured our heart into, and its really hard to brush that off. But the next 999 of you remind us why we are here, and we take a breath and smile and reassure each other and keep working our butts off for you.

We've got a great crew who are happy to be here and love what they do. They all could be at home on unemployment, hiding under their bed, taking the free extended unemployment money while complaining to companies who are working tirelessly. But we have passion, work ethic, human ethics. We have a love for life and coffee and bravely show up and work even harder than normal to get all of your orders out. We charge you 50 to 70% of the price that every other company would charge you for the same thing because we believe in our mission and want to share our love of coffee with you. We know our coffee is what keeps you getting out of bed too. Please don't call at 6am for a tracking number. If you have a simple question, just shoot us an email, we will get back to you as soon as possible. Please don't steal from us. Don't lie to us -- we've been doing this for 10 years, you're not going to fool us. Please be a reasonable normal human. We are humans too. We want to do you right, we want to make the world a better place, and we are all in this together. We want you to support us so that we can support farms and sustainable practices and fair working humane conditions around the world. We want our spirit of love and passion to be transparent and contagious. We want you to pass it on. Love the coffee, and love your neighbor, and be a decent human.

 

3 comments

  • Just wanted to say as a small business owner I completely feel your pain. And also give you guys a huge THANK YOU for consistently providing not only incredible coffee and an unbelievable value, but delivering it with remarkable service to boot! The value proposition you bring to market is unmatched, by a longshot.

    Luke Pearl
  • Hi Matt!

    I just want to write and say that I LOVE your coffee and love it so much that I will not buy coffee from any other brand or from anywhere else but only from the Happy Mug Website. Please do not let a few bad apples spoil your mood. I myself use to work in retail and believe me, I dealt with some of the most negative people who no matter what, couldn’t be helped. As bad as dealing with negative people, I do know that they didn’t have the power to change me. Plus, I feel bad for those people you banned as they will never have the luxury of purchasing your coffee again as it is their loss; not yours.

    As for me, I know that I couldn’t live with out your coffee as the quality of your coffee is incomparable. I love the freshness and aroma of your coffee. You have an incredible coffee business that can’t be compared. I mean that too.

    You have the best quality of coffee and tea as well as the best prices so do know that you have some very loyal Customers here (including me) that isn’t going anywhere but to the Happy Mug.

    I just wanted to write and share this you.

    Thank you so much for going out on your way for us and we hope that you and your crew stay safe as well as happy. (Prayers being sent to the crew that is sick).
    Stay safe, strong, and healthy, happy, and especially Blessed always.

    Sincerely,
    Griselda I. Calderon. 😊❤️

    Griselda Calderon
  • Hey Matt. Procrastinating here at 7am in Denver and for some reason I clicked the blog section of your website. I usually go to your site, order coffee, and leave, but for whatever reason I thought I’d read a few of these entries. Been buying your coffee for a while now, and love it. Recommended you to a few people and they’re loyal customers now as well. Just wanted to say that I appreciate what you do and am always stoked to see the FedEx truck arrive on the block with my coffee! Keep up the good fight, my man! Tell your crew this customer appreciates all of them and the hard work they do! Don’t let a few bad apples get you down. Those types of people are out there and always will be. It’s “the cost of doing business” and you can’t fix them! So press on and take those hits in stride!

    Clarence Fullard

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