Having researched for a replacement for my Acacia espresso scale, I settled on an Varia Aku Pro scale. Bean Bros had a very competitive price and reasonable delivery costs, so I bought from them. Sc... Toon meer
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Habe Viktor und Tobias beim Frankfurter Coffee Festival in Frankfurt kennenlernen dürfen. Ihre Expertise und Liebe zum Kaffee haben mich nachhaltig beeindruckt. Leider hatte ich zu dem Zeitpunkt mein... Toon meer
Bedrijf heeft geantwoord
Living in the Netherlands i ordered the varia vs6, some burrs and a scale from my Danish neighbors BeanBros. Was a bit unlucky with the unit which was broken. No problem though, customer support was a... Toon meer
Articles came exactly as expected, well packaged and I am in Love with my new Varia VS4. Delivery towards Germany tho took some while (about 2 Weeks) But from shipping Details due to late shipping at... Toon meer
Bedrijfsgegevens
Geschreven door het bedrijf
We are fuelling coffee businesses and coffee lovers with some of the world's most incredible coffees and coffee equipments.
Contactgegevens
Amaliegade 6, 1256, København, Denemarken
- support@beanbros.co
- beanbros.co
4,2
Goed
313 reviews
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Heeft 9% van zijn negatieve reviews beantwoord
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Terrible service and zero communication!
Terrible service and zero communication!
On December 26th, I ordered two Fellow Atmos containers. The next day, I received an email saying a shipment was on its way.
By January 2nd, there was still no movement on the package, so I wrote to ask what was going on. Only then did they actually ship my order.
On January 3rd, I received my package—but only one of the two Atmos containers. I wrote immediately to ask why the second one was missing.
On January 4th, they asked for photos of the packaging, the order, and the shipping label. I sent everything the same day.
On January 6th, I received an email saying my order was being prepared for shipment.
On January 13th, I asked, "When are you shipping?"
On January 14th, they replied, "We're still waiting for stock to arrive," but gave no indication of how long that would take.
On January 15th, I asked, "When can I expect delivery?"
On January 16th, they finally responded: "Within 1-2 weeks."
On January 19th, I asked, "So WHY didn’t you communicate this weeks ago?! If I had known it would take a month, I would have bought it from someone who could actually deliver!"
On January 21st, they replied by referencing their email from January 14th—an email they only sent because I had asked in the first place.
Then, on February 6th, I finally received the second container—BUT it was the wrong one!
This is by far one of the worst shopping experiences I’ve ever had. No proactive communication, endless delays, and even after all of that, they still couldn’t send me the right item. Had I not repeatedly followed up, I doubt I would have ever received anything.
1 star—if I could give 0, I would.
6 februari 2025
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Mikkel,
I’m truly sorry for the frustrating experience you had with your order. I completely understand why this has been disappointing, and I regret that it didn’t go as smoothly as it should have.
To clarify, we did reach out via email to ask if you were okay with waiting a little longer due to stock delays. We totally understand if that wasn’t ideal for you. Regarding your concern that you would have ordered elsewhere—unfortunately, the Fellow Atmos was sold out across Europe, as both distributors and Fellow themselves were out of stock, which is why the delay happened.
That being said, I completely understand your frustration, and I sincerely apologize not only for the wait but also for the incorrect item you received after all that time. That’s incredibly frustrating, and it’s absolutely not the experience we want for you.
We’re here to make things right, and we’d love to send you the correct item along with a free bag of coffee as an apology for all the trouble. Please reach out so we can arrange this for you!
Again, I’m really sorry for the way this played out, and I truly appreciate your patience. We value you as a customer, and we’ll do our best to ensure a much better experience moving forward.
Bait and switch
Bait and switch. I paid the requested price for the product but then it came with an additional $120 USD IN COD charges.
21 januari 2025
Antwoord van Bean Bros
Hi Brayden,
I’m really sorry to hear about your experience, and I completely understand your frustration.
Please know that we do not charge any COD (Cash on Delivery) fees. The additional charge you received was likely from customs in your country/area, as duties and taxes are sometimes applied by local authorities upon import.
That being said, we completely understand how frustrating this is, which is why we also contacted the courier to look into this matter. Additionally, we have already sent you an email regarding this issue to assist you further.
We’re always here to help, and if you need any further clarification, please feel free to reach out to us anytime. We truly appreciate your patience and want to ensure you have the best experience possible.
Fantastic support!
Fantastic support!
First, told me about the waiting time of the product I ordered and offered to change the color to a color that is instantly available.
Shipment tracking wasn't properly working technically, support held me up to date manually all the time.
20 januari 2025
Review zonder uitnodiging
Antwoord van Bean Bros
Hi,
We’re so happy to hear that we could assist you and keep you updated throughout the process! Your satisfaction means everything to us, and we’re always here to help, even after your purchase.
Looking forward to serving you again in the future—don’t hesitate to reach out anytime if you need anything. Happy brewing! ☕
Best,
The Bean Bros Team
Five. Stars for being Bros!
Great customer service. My high-end coffee grinder broke down, and they replaced it free of charge because it was within the two-year warranty.
27 januari 2025
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Chris,
Thank you for the five stars! ⭐️⭐️⭐️⭐️⭐️ We’re so glad we could assist you with your grinder replacement. Customer satisfaction is our top priority, and we always stand by our products.
Enjoy your freshly ground coffee, and don’t hesitate to reach out if you ever need anything in the future!
Best,
The Bean Bros Team
Fast & Reliable
Very fast delivery and really good price. Elevated my morning coffee routine!
13 januari 2025
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Horia,
We’re thrilled to hear that you’re enjoying both our fast delivery and great prices! Nothing makes us happier than knowing we’ve helped elevate your morning coffee routine. Enjoy your brews, and we hope to serve you again soon!
Best,
The Bean Bros Team
Excellent customer service
Excellent customer service! I received instant help, the customer service was so kind and helpful, I can't thank them enough: received a new grinder for a damaged one I bought elsewhere. Highly recommend them!
14 januari 2025
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Frau,
Wow, thank you so much for your kind words! 😊 We're really happy to hear that our team could help you out and that you had a great experience with our customer service. Enjoy your new grinder, and if you ever need anything else, we’re always here for you!
Happy brewing! ☕️
Best,
The Bean Bros Team
Trustworthy?
Ordering from another country and not knowing the retailer contains a certain risk. I can't tell how happy I am with the support that I have received as a customer buying from a different European country.
I bought the Varia VS3, encountered a problem and received competent and swift support through the bean bros team. Thank you! I will recommend you without any hesitation.
10 januari 2025
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Valentin,
Thank you so much for your trust and for sharing your experience! We completely understand that ordering from another country can feel like a risk, so it truly means a lot to us that you felt supported throughout the process. We're always here to help, and we're thrilled that you're happy with your Varia VS3!
Enjoy your coffee, and thank you for recommending us—it really makes our day! ☕😊
Best,
The Bean Bros Team
Terrible customer support
Terrible customer support. They send me a kettle which did not work on an induction stove, although clearly saying so in the item description on their website. After claiming the issue they wanted me to produce a video showing that it’s not working. After not being able to open a standard iPhone video they just did not replied at all! I had to send it back to Denmark on my cost (16€) and heard nothing for a month. Then they said the product was used, so they take away 20% of the value for „fairness“. Well, how should I have found out, that the kettle is not working without trying to use it?! Beside them asking me to make a video showing, that it does not work. After some more email conversation they again tried to say, that their website clearly states, that this kettle does not work on induction stoves and sending me the link. As I cannot upload a screenshot of their website here, I will copy and paste the text below found in the fourth paragraph (Fellow Stagg Pour-Over Kettle, Matte Back). Stay away from this doubtful company as their customer support is arrogant and incompetent!
“The kettle is compatible with all kinds of hobs, whether it's gas, electric or induction one. The precisely profiled pour spout allows precise and repeatable brewing with any device of your choice and makes the process that much enjoyable.”
Update 12.01.25 (after the reply)
Well, thanks for your reply. The product description on your website is still wrong, as shown above. The FAQs seem to tell the opposite. Firstly why should I value some FAQ content higher than the main production description? Secondly shouldn’t these information be the same?! That’s what you call a mistake and it’s YOUR mistake for which you charged me. Charging customers for your own mistakes is what I would call terrible customer service, to get back to the headline of this review.
See, mistakes happen all the time each and every day, no problem at all. What differentiate people and companies is, how they cope with these mistakes. The quality of a customer service becomes visible in case something goes wrong and not if everything runs smoothly. Your overall rating of 3.7 stars on Trustpilot clearly outlines, that you’ve got some room for improvement…
Trustpilot shall spotlight the negative examples within the e-commerce universe, and I truly hope, that my review safes other customers from this annoying experience I went through.
9 januari 2025
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Uli,
Thank you for taking the time to share your experience. We truly regret the frustration you’ve encountered and apologize for any confusion or inconvenience caused.
To clarify, the product information on our website does indeed state in the FAQ section that the Fellow Stagg Pour-Over kettle is designed for use with its electric base only and is not stovetop-safe, including induction stoves. Additionally, the stovetop version of the kettle is also noted as incompatible with induction surfaces. We understand how important clear communication is, and we will review how this information is presented to ensure it’s even more accessible in the future.
Regarding your claim, requesting a video is part of our standard troubleshooting process to understand the issue better. We apologize if this caused any inconvenience. As for the return, our policy deducts a percentage of the item's value if it has been used, as returned products must be resold at a reduced price.
We truly appreciate your feedback and will use it to improve both our communication and processes. Should you have any further concerns, we are more than willing to assist you. Please feel free to reach out to our support team.
Thank you for your understanding.
They made the entire process very easy
They made the entire process very easy, from purchase to tracking and support. I not only recommend them but also give them 5 stars.
9 januari 2025
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Reinaldo,
Wow, thank you for your kind words and for the 5-star rating! We're so happy to hear that your experience with us—from purchase to tracking and support—was smooth and hassle-free. Customer satisfaction is always our top priority, and your recommendation means the world to us!
Enjoy your coffee, and we look forward to serving you again in the future!
Best,
The Bean Bros Team
I ordered Varia VS3 grinder
I ordered Varia VS3 grinder, and it came couple of days later in its original unopened box which I value alot. The grinder works just fine out of the box and I succeeded to dial in for my espresso setup (Delongi ECP 3420 / Elektra micro casa) on the third attemp :) This grinder, despite its small size, is build like a tank and grinds perfectly my dark roasted coffee beans.
21 december 2024
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Merdad,
Thank you for your feedback and for choosing the Varia VS3 grinder! We're so glad to hear that it worked well for you right out of the box and that you were able to dial in your espresso setup quickly. It’s always great to know when our products help elevate the coffee experience. If you have any more questions or need further assistance in the future, feel free to reach out. We appreciate your trust in Bean Bros!
Excellent Customer Support and Service
Had a problem with the Varia VS6 grinder.
I wrote to support and they helped me very quickly and in detail.
They helped me with troubleshooting and return shipping and kept me informed every step of the way.
They were always very friendly and courteous.
27 december 2024
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Hoang,
We’re so glad to hear that you had a positive experience with our customer support team! We always aim to provide quick, thorough assistance to our customers, and we’re happy that we could resolve your issue with the Varia VS6 grinder. Thank you for your kind words, and we look forward to continuing to support you in the future. If you ever need anything else, don't hesitate to reach out!
Titel: Sehr enttäuschend – Artikel als verfügbar angezeigt, dann storniert
Ich bin äußerst unzufrieden mit meiner Bestellung. Die Mühle wurde auf der Webseite als “verfügbar” angezeigt, weshalb ich sie bestellt habe. Nach mehreren Tagen erhielt ich jedoch die Nachricht, dass die Bestellung storniert wurde, da der Artikel plötzlich nicht mehr lieferbar sei.
Es ist ärgerlich, dass die Verfügbarkeit nicht korrekt angezeigt wurde, und ich habe unnötig Zeit mit der Bestellung verschwendet. Eine solche Praxis ist inakzeptabel und vermittelt kein Vertrauen in den Service. Ich werde hier künftig nicht mehr bestellen.
29 december 2024
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Oliver,
Thank you for sharing your feedback. We truly apologize for the inconvenience caused. As mentioned in our email, we notified you about the change in stock, and we completely understand how disappointing it can be when expectations aren't met. We’re committed to transparency, and your experience will help us improve the accuracy of our stock updates in the future. We hope you’ll consider giving us another opportunity to serve you. If there's anything else we can assist with, please don't hesitate to reach out.
Can fix some issues
The customer service at Bean Bros is very friendly and always attentive. There was an incident with my package and Kim was always very attentive. She tried to help in everything. Maybe I would change the package service to FedEx, since the one that had been sent did not have a person who could help us in English. But I am very happy with their service and the product. The incident was resolved.
10 december 2024
Antwoord van Bean Bros
Hi Carlos,
Thank you so much for taking the time to share your feedback and for giving us the chance to resolve the issue. We truly apologize for the inconvenience you experienced with the courier service. Your suggestion about switching to FedEx has been noted, and we’ll definitely take this into consideration to improve our service.
We’re delighted to hear that you’re happy with the resolution, our service, and the product. Your kind words motivate us to keep striving for the best!
If there’s anything else we can assist you with, don’t hesitate to reach out.
Customer Support - Bad
Ordered 2 items. One was sent and the scond was out of stock.
I was updated that the second item will be back in stock by the end of the following week.
As my order was pending and the second item was not sent after 2 weeks, I had to contact customer support.
Eventually the second item was shipped, but the experience with customer support was unprofessional and overall bad.
11 december 2024
Antwoord van Bean Bros
Hi Menachem,
Thank you for sharing your feedback, and we sincerely apologize for the inconvenience you experienced with your order. We understand how frustrating it can be to face delays, especially during the holiday season when restocking and shipment times are impacted.
Due to the high volume of orders during this period, the restock of the second item was unfortunately delayed, but please know we did our best to expedite the shipment once the stock became available. We appreciate your patience and are sorry that the communication with our customer support team did not meet your expectations.
We also want to mention that the payment for your order was processed partially, and we made sure to keep you informed regarding the payment status throughout. Please understand that while we strive to ensure a smooth experience for all our customers, there are aspects of the shipment process that are beyond our control.
We value your business and hope we can have the opportunity to serve you better in the future.
Fantastic coffee
Fantastic coffee, super fast delivery, arrived all the way to Cyprus in 3 business days! Really appreciate the small gift included in the package, a great indication of the love and dedication put into their coffee. Thanks Bean Bros!
20 december 2024
Review zonder uitnodiging
Antwoord van Bean Bros
Hi Eli,
Thank you so much for your wonderful feedback! We're thrilled to hear that your coffee made it all the way to Cyprus in just three days—that’s what we love to see!
We're also glad you appreciated the little gift. We always put extra care into every package, and it means a lot to know that it made a difference. Enjoy your coffee, and we hope to serve you again soon!
Best regards,
The Bean Bros Team
De bonnes références de produits.
On trouve des références de filtres qui ne sont pas toujours faciles a trouver en Europe. Commande envoyée rapidement et emballage soigné. Je recommande.
19 december 2024
Review zonder uitnodiging
Antwoord van Bean Bros
Bonjour Angèle,
Merci beaucoup pour votre retour ! Nous sommes ravis que vous ayez trouvé chez nous les filtres que vous cherchiez. 😊 Nous faisons toujours en sorte d’expédier rapidement et d’emballer soigneusement chaque commande.
À très bientôt pour une nouvelle commande !
L’équipe Bean Bros
Outstanding service for LaMarzocco
I was desperately searching LaMarzocco Micras as Christmas gift and fund those at Bean Bros.
I double checked whether those would be still available and could be shipped prior to Christmas - the response time on my emails and the shipment of the order were amazing, the order shipped out on the next day. Very friendly team - I recommend 100%
16 december 2024
Review zonder uitnodiging
Antwoord van Bean Bros
Thank you so much for your amazing review! It was a pleasure assisting you, and we’re happy that our quick response and shipment helped make your experience smooth. We truly appreciate your kind words and your recommendation! We hope the recipient loves the gift, and we look forward to serving you again in the future!
They seem to care about their…
They seem to care about their experience, not the customer experience
2 december 2024
Antwoord van Bean Bros
Thank you for sharing your feedback, and we truly apologize for the frustration you’ve experienced. We take customer concerns very seriously, and we appreciate the opportunity to clarify the situation. We understand your frustration with the product not meeting your expectations, and we sincerely regret that the coffee machine did not function as anticipated. Upon reviewing the situation, it appears that the issue stemmed from the use of a standard plug converter, which unfortunately does not meet the specific requirements for this machine. As we mentioned in our previous communication, we recommended using a specialized converter designed for coffee machines to ensure proper functionality.
We want to highlight that the specifications for the coffee machine, including the need for a specific converter, are clearly outlined on our website. We strive to provide clear and transparent information, and this requirement was detailed on the product page to help guide our customers in making the right purchasing decisions.
However, we understand if this doesn’t meet your needs, and we want to emphasize that our goal is to help you make the most of your purchase. We did provide alternative solutions and offered guidance on how to resolve the issue, but as the product is in good working condition.
We genuinely care about the customer experience and have made continuous efforts to improve how we communicate the specifications of our products, including the need for a specialized converter. We appreciate your feedback as it helps us refine our communication and ensure clarity for all customers.
Again, we apologize for the frustration this has caused, and we remain committed to assisting you. If there’s anything else we can do or if you have further concerns, please don’t hesitate to contact us. Thank you for your understanding.
Small and unworthy people
Small and unworthy people. They sold me a Varia VS3 grinder, which broke down on first use and was of very poor quality, they did not accept the return made within 14 days as it was within the "cooling period", they refused to give the VS3 the value for which I bought it and returned it me only 275 euros, out of the 360 I paid. this process took more than a month, during which they discussed, apologized, but never took responsibility, they even blatantly lied in the answers they gave me.
It's easy to have good reviews when the products arrive at their destination and are not damaged, but try having a problem and then you realize that this company sucks!
They always apologize but they are cynical, they never took responsibility!
I DO NOT have to warn them if I want to return a grinder within the cooling period.
DF54 has very bad reviews, of course I don't want it!
They fixed the VS3 knowing that I didn't want it anymore
They lied in several moments of the problem, they are not trustworthy and are uncapable of resolving the issue in a way that compensate the client
21 oktober 2024
Antwoord van Bean Bros
Hi Joao,
We truly regret that your experience with us did not meet expectations, and we apologize for any frustration this situation has caused. However, we want to address some points for clarity and to ensure there is no misunderstanding about our efforts to resolve the issue.
First, we would like to emphasize that the Varia VS3 grinder was returned to us without prior communication. Our return process requires customers to contact us before returning items, which allows us to provide guidance and ensure the return is handled efficiently. Unfortunately, your return was made without following this procedure, which led to unnecessary complications, including shipping fees.
Secondly, we offered a solution by providing a replacement, the DF54 grinder, in hopes of addressing your concerns. We fully understand that this option was not acceptable to you, and we regret that it did not meet your preferences. Our intention was always to resolve the situation in a way that was fair and in line with our commitment to customer satisfaction.
Regarding your request for a refund, we must clarify that as the grinder was used, our policy does not permit a full refund for used items. This policy is clearly outlined in our terms and conditions, which are designed to protect both our customers and our business. After receiving the grinder, we took the necessary steps to service and prepare it for return to you. We sincerely apologize if this process caused any additional frustration.
While we regret that we could not resolve this issue to your satisfaction, we did make every effort to provide alternatives and support. We take your concerns seriously and are always striving to improve. Please know that we genuinely care about customer satisfaction and regret that we were unable to meet your expectations in this instance.
Exceptional customer service
I recently purchased the Varia VS6 and changed my mind on the color pretty much a week later. The customer experience was amazing as changing my order was done within a day and beyond that the communication is also super quick and helpful. Shipping took over three weeks. To be fair though, I did change my order from black to white which made it a little longer but other than that, everything went pretty smoothly.
5 december 2024
Review zonder uitnodiging
Antwoord van Bean Bros
Thank you so much for your kind review! We're thrilled to hear that you had a positive experience with our customer service and communication. We understand that order changes can sometimes take a little extra time, and we appreciate your patience with the shipping. We're so glad everything went smoothly despite the delay. We hope you love your Varia VS6, and we look forward to serving you again in the future!
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