Newby Teas
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Newby Teas poor customer and inability to follow through
In September 2024, I placed an order for several Earl Grey and Green teas from Newby Teas. However, I never received my order. After numerous emails to their customer service team, they assured me in November that they would expedite the shipment. By December 2024, the teas still hadn’t arrived. The entire experience was awful, they are disorganized and a poorly run company. I sent nuemerous emails that went all ignored that I ended up having to email leadership and post on instagram in the hopes someone would advise what was going on. My order was for 300.00 USD. I had to contact my bank and put in a chargeback as I had made attempts to reach out but no one would write me back. Thankfully, the chargeback allowed me to get my refund in which Newby teas later claimed they refunded me but I do not beleive they would have done this if I hadnt contacted by bank. Newby Teas eventually responded to my emails, but instead of taking responsibility, they provided a laundry list of excuses—blaming the weather, the postal service, and even their lack of inventory. Here’s the thing: if you don’t have inventory, don’t sell the product and take customers’ money. A simple, honest apology and a prompt refund would have been far better than a 3-page "poor me" explanation and excuses. Instead, I received multiple defensive emails from Myara, the Customer Care Manager, trying to justify why, after 4 months, my teas still hadn’t arrived. As a final attempt at reconciliation, they offered me a 30% discount—hardly a resolution after such a frustrating experience. Their inability to operate a business efficiently and their poor customer service are glaring issues. If Newby Teas focused less on excuses and more on accountability and proper service, customers like myself would be far more satisfied.