Black Rifle Coffee Reviews 1,847

Ordered on Nov 3 still no package. Keeps saying something about moving wearhouses. Okay fine but I DO NOT want to talk to some robot/on line. wtf . I want to talk to a real person. It been waaay over a week . Black rifle get your crap together. Iv never had a issue from now. Makes me not want to buy on line ever again . Talk about a crap show

Sent wrong items I can not even use,
Been ignoring my emails for 30 days now. Ghosted me.on Instagram. Horrible customer service and zero integrity. Better coffee out there for less hassle. Thiefs

I ordered and paid for two sweatshirts over a month ago...with express shipping...and have received NO FOLLOW-UP. I email, send my order number, use the chatbot (worthless), and while on hold on my phone call, I have heard that I am 27th in que, then 33rd, then 28th. In short...this is a joke. I have NEVER received such poor communication from any company (ATT is a close second...but still not this bad!)

The product is good if you manage to get it shipped in a timely manner or at all. Customer service is non-existent. Tried to contact customer support about a missing package, but got zero response even after following up.

Placed a $175 plus order over a month ago and received one item. Emails to customer service go unanswered and calls to customer service result in getting the runaround, not knowing if and when my items will be shipped.

During the latest conversation with customer service, I informed the lady that I had emailed customer service 3 times and had not received a response. She told me that they still had emails from September they hadn’t responded to yet.

I was a huge fan of this company until I got a front row seat to how poor their customer service is.

I, too, am part of the group that is still waiting on my coffee order. Took my money on Sep.27, tracking # sent on Oct. 3., not a single update since. We are a FULL MONTH after point of sale and nothing but the extra 5-7 business days due to "Warehouse distribution restructuring". Going public made this company half of what it used to be. More concerned with profit margins and public image now.

I could have went and found my coffee at the store for just a little more $, but wanted to order directly from the site. Needless to say, I won't be wasting my time/money on BRCC going forward. It's too bad, I really do love some of their roasts.

I got one box my order said complete spent 3 hours one day no answer, 2.5 hours another day no answer, today while am writing this already 1.5 hours no answer, emailed, them open the ticket still no response, on the one box I got atomic Lamma the coffee was good, but the customer service is atrocious and I can't get ahold of anyone, the chat is "unavailable" and there has been no email response.

I will take the stay away comment away, finally received an email correspondence and have gone back and forth, the order has been shipped, I do hope they resolve the packing and shipping issues.

The coffee was good, but the customer service is atrocious. I just want to change my address for an order - this order has been placed but not shipped - and I can't get ahold of anyone, the chat is "unavailable" and there has been no email response.

such a shame. i love the coffee but the customer support is non-existent. tried calling several times and the que count just keeps going up but never states where you are in line. waited 2 hours on hold last time just to see if anyone would answer and nothing. been waiting 2 weeks for a response through e-mail and the chat bot is always saying no one is available no matter what time you try it. i ordered 3 coffee items and only received 1. been trying to contact the company and nothing. payed through PayPal so i am trying to get a refund through them. they are worse than the retired first Sargent with a used car lot outside base

I would give it zero stars if I could. I ordered coffee a month ago during a Bogo sale got a shipping notice, but I don’t believe the order ever shipped. It took me almost 2 weeks to get a response from customer service. That was 10 days ago and my order still has not shipped. I have requested cancellation and refund multiple times and was finally offered a gift card which I do not want because I do not intend to ever order from this company again. The excuse I keep getting is that they are moving warehouses. Whose great idea was it to have a Bogo sale while you are moving warehouses? Besides not getting my coffee it is literally the worst/nonexistent customer service.

Order Placed: 9/29/25, 4 weeks later, order still has not arrived, paid 120$. I assume the whole shop is a scam. No reaction on my emails, or chats. Was a big fan of the coffee shops, coffee is good and I thought those are good guys, but I recommend to anybody to stay away from an online orders. they take your money but again, it looks like a scam to me.

I'm disappointed to have to leave a one-star review, as the Loyal Spirit K-Cups I received are excellent. However, the order fulfillment process and subsequent customer service have been extremely poor.
I placed order BRC-26711594 on September 25th. The shipment I received only contained the K-Cups. The following items were completely missing:
• 3 Bags of Whole Bean Coffee (Gunship Roast, Silencer Smooth, and Espresso Mule)
• 2 Coffee Mugs
Despite my account showing the entire order as "fulfilled," the majority of my items were never shipped.
I first contacted customer service on October 13th and sent a follow-up on October 25th. As of today, I have received zero replies to either email.
It's been a month since the order was placed and 12 days since my first contact, and I have no tracking, no confirmation, and no communication about the missing $80 worth of products. While I love the product, I cannot recommend purchasing from a company that completely ignores customers when an issue arises.

UPDATE 11/05/2025:::
Their response is not helpful - I still don’t have my order and haven’t gotten any responses to my email so I tried the phone # and was on hold yesterday for 1.5 hours I started at 20th in line then it went down to 12th at the 2 hour mark I moved to 15th so I hung up. I have no idea how to get my coffee or my money back.

Ordered coffee on 9/28 and still no coffee of communications except an email saying they are going through a warehouse transition. There is no customer service: chat bot is useless and doesn't work properly (giving BR# sends it into loop) and using the customer service number is useless as well - entered queue at 11 people on hold, was updated with 10, then 20 mins later it said there is 11. Does not sound like there is any customer service rep attached to the toll-free number.

10/23/25: Ordered two mugs on 10/8, and was subsequently notified I would receive an email once shipped. Welp, it's the 23rd and I've heard nothing. I have submitted two emails to customer service, hoping at least one would get answered. Nothing. The chat bot is useless. Stinks because I want to support an American company. My mugs (well not really bc where are they?) were made in the US, something I admired about the product offerings. I am pretty bummed. Wanted to be able to gift a mug for my brother-in-law's b'day. That won't be happening.

11/7/25: Received a package on Oct. 29th but it wasn't my order. They put the correct packing slip in the box but none of the correct items. I called customer service to ask what to do and they apologized, instructed me to donate the coffee bags, and that they were shipping out my correct items. Will I receive my order? That question is yet to be answered.

12/11/25: Twiddling my thumbs. Last call with customer service informed me I was on the expedite list. Would hate to know the efficiency of other lists, oh wait. Can I just have my money back at this point?

12/29/25: Got a shipping notice from DHL. Let's see what we get :)

1/5/26: Got half the order. Things are looking up. At least it was the mug intended for my brother-in-law. Barely missed his birthday (Mid-October). Maybe I'll get mine around March.

1/15/26: Received an email from CX apologizing for the delays. They oversold the mug I purchased for myself and stated they will issue a refund for it. I'm bummed but also appreciative they are doing what is right.

I placed an order on 9/29 money came out of my account that day I still have not received my order. Tried to talk to someone no one answers the phone. I understand this is a Veterans owned company but come on. Almost a month later and can't get ahold of some live.

Great product. Horrible customer service. I am a loyal customer but have gone elsewhere now due to your company being unable to fix whatever shipping issues you have. I ordered 10 bags on 09-28 and have received none. Can’t get ahold of customer service. I have sent two emails and spent 7 hours on hold on 3 different occasions without ever speaking with a rep. The main reason I’ve switched to a different company is your company’s lack of accountability and lack of communication. The chat function at Black Rifle is useless.

Been a coffee subscriber with them since 2022. Order several bags of coffee bag in September and still have not received even though they charged my card right away. Now I have been trying to get a refund for 3 weeks but am not able to get a response either my email, phone or chat. Cancelled my subscriptions but still trying to get my money back.

*See Update below original review*
I ordered my coffee on 9/29/25 and nearly a month later I still haven't gotten it. I've sent e-mails, first e-mail a week ago, and used their AI chat to try and talk to someone for days. The AI only tells me that there is no one in that department to chat with. In Customer Service for days no one working in Customer Service during the hours listed that they are there.
If this company isn't in the middle of shutting down I'd stay far away from their website and get it any where else if you really like the coffee.
I can't even get a hold of anyone to get a refund.

*Update*
Since I placed this review I was finally e-mailed like the reply to my review said I would be.
They did get the order shipped out to me.
I added two stars for that.
I am not happy that it took to posting the original review to get a hold of someone to talk to.

Their coffee is the best I've ever had to date it would be 5 stars just for that so I really hope they can hire more people and rely a little less on AI for bigger stuff than common FAQ.

All said I'm still unlikely to use their website for placing any orders. I might give it a try in maybe 6 months and cross my fingers.

Website and app would not allow any changes or cancellations to coffee subscription. Emails to several contacts were returned undelivered. I called the customer service number and was 79th in line!! Actually waited 30 minutes and got as close as 58th before giving up. I had to contact my bank to block the ongoing monthly subscription payments. I still get the robot-generated emails saying my next subscription delivery wasn't processed, but have never heard from an actual person. It's as though it has become 100% non-human.

I placed a $379 business order from Black Rifle Coffee on September 24, 2025 and still haven’t received it. The company charged me immediately, but after weeks of waiting, all I’ve gotten are empty apologies, discount codes, and excuses about a “warehouse transition.”

Customer service keeps saying they “appreciate my patience,” but it’s obvious they don’t care and have no control over their own fulfillment. Maria and Stephanie from “Customer Experience” wrote multiple times saying they couldn’t give me a ship date and that they were “working through the backlog.” Translation: they took my money and can’t tell me when or if I’ll get my order.

When I asked for a refund, they ignored it. No updates. No accountability. If this is how they treat loyal, returning customers—charging for products they can’t deliver—then they’ve lost my business for good.

If you’re thinking of ordering online, don’t. Save yourself the stress and buy from a company that values your time and money.