Teaguayusa Reviews 

I placed an order. the courier marked the shipment as delivered. I never received it. While they tried to help they also didn´t care about reimbursement.
making shitload of $$ with leaves without customer care. US based company.Go figure

I have been a loyal customer for years, always satisfied with their Guayusa tea. However, my recent experience has been shocking. I received a batch (4 packs) that was clearly defective—the taste and color were completely off ("muddy" and undrinkable) compared to the product I've known for years.
The way Customer Service (CS) has handled this is unacceptable and borders on unlawful.
1. Delaying Tactics and "Gaslighting"
I reached out on Nov 29th. It is now January, and the issue is unresolved. I have been passed between agents (Aleksandra, Julia) who use obvious delaying tactics.
• They repeatedly asked for the same information (batch numbers) I had already sent.
• They demanded photos of the product to "verify" a taste defect. When I sent photos showing the difference, they dismissed it as "normal freshness" and completely invalidated my experience as a long-time customer.
• Now, after over a month of back-and-forth, they are asking me to describe the taste again instead of offering a solution.
2. Violation of EU Consumer Rights
Most concerning is their refusal to acknowledge my right to return goods. On Dec 24th, I explicitly requested a return label for the two unopened, sealed packages from this order. Under EU consumer law, I have the right to return sealed goods.
The CS agent completely ignored this request in their response, choosing instead to continue the debate about the taste of the open packs. Ignoring a direct request to return sealed merchandise is a violation of consumer protection laws. They are holding my money hostage for products I cannot use and do not want.
It feels like they are deliberately dragging this out hoping I will just give up. I am left with undrinkable tea and a company that refuses to respect basic ecommerce laws.