April 2024 by Gilda DeIorio
This review was posted to the Texas Headquarters two days ago and still no response, no coffee. Since this is the local office, I am posting it here with the hopes I get a response - "Sale service from Farmer Brothers is terrible. Today was the straw that broke the small business back. We have been customers for over 45 years since the days of La Touraine Coffee and the various takeovers/mergers since. Over the last several years the response from Sales, in particular Gregory Lee as been horenous, between lack of return calls and emails. Today I got a bill from them and when I called billing they said they would contact sales. I informed them that I received an email from Greg after placing my order that the Superior coffee line has changed to another name/brand and delivery would on Wednesday. When I looked up the new brand, the quantity per case was less than the Superior Coffee case, and the "frack" packs that I normally use per increased from 2oz to 2.5oz - basically meaning that each brew would use more coffee but the number of packs would per case would be less. That could also mean I would need to order more. I emailed him with follow-up questions, including the price per case. I also asked for a UPS tracking number to monitor my shipment - no response. Earlier this week, I emailed billing to ask if they could assist - but all they could do is forward to sales. Wednesday came but no coffee was delivered. However, today a bill from Farmer Brothers was sent to my email. I called to let them know I got a bill for goods not received and billing sent another email to sales and I was told I would get a call back. No call - Just this moment, I called bill to see if I could get resolution and if I could speak to a sales manager - but I was told Greg, our sales representative, is the manger. And they had no information about anyone higher in the chain of command.Now our small business sits, without coffee for our customers. It has become clear that Farmer Brothers doesn't care for the small business, "the little guy". Our orders don't compete with the big chain companies they probably contract. Ironically, our customers do like the Superior brand that we offer, although, with this new brand, but I am not so sure with the replacement brand Farmers Brother now offers is as good.The Billing Department has consistently been helpful, but the way Farmers Brothers operates, their hands are tied. And to be clear this review does not reflect their department at all.This review is now my only remedy. Hopefully someone in corporate will reach out after reading it, but I am not holding my breath."
