I had been a loyal customer with Gevalia for many many years! They recently changed their website and I could no longer log in... I had to instead re-register (2 TIMES) before I was back on their customer list. Years ago, after canceling because they stopped carrying the chocolate raspberry coffee that I loved, I received an email asking me to come back and I was promised forever free shipping because of my customer loyalty so I reactivated my account. So this time, BEFORE I re-subscribed, I talked to a representative who said I had to first subscribe and place my first order on their new site and then call them back and they would remove the shipping charge. I had always paid a total of $29.96 (for 4 bags) for many many years and when I got my invoice it was including $6.90 shipping plus $1.30 tax (which I had never paid before) so my invoice total was $38.16, almost $10 more! I tried to call them and was twice on hold for over the 30 minutes they estimated the wait time to be and then all of a sudden I got a message that I was unable to talk to a representative at this time, goodbye, and line went dead! Talk about rude! So after not being able to get anyone by phone I finally sent a long message about my horrible customer service experience on the phone and that I was promised and supposed to have my shipping cost removed! I then received a reply from Darren in customer service stating ONLY all of the many charges for each service, no... sorry things have changed... or, unfortunately our new policy is... or any nice words at all only more rudeness that I had already received by telephone! I sent back a reply and told him that they obviously think nothing of customer loyalty and that I would find another supplier and that they obviously did not want my business and that I would tell everyone that I could, not to do business with them! I have not ever received such poor customer service in my 65 years alive! Not just poor but very RUDE! While writing this review I tried for the THIRD TIME, to contact customer service (in case that I only got and email response from a rare customer service agent that should never be in that business) and was again on hold for over 30 minutes to to be rudely dismissed and hung up on! I GIVE UP! I will be going to CoffeeAm for my coffee from now on as they even have the Chocolate Rasberry that Gevalia quit making and even with their shipping charge they are comparable to what I was paying Gevalia all those years! Plus, I also found that Folgers now makes a Chocolate coffee that is pretty darn good too, thankfully! I am not one that writes bad reviews on a regular basis, like so many others do, in fact I never have before, but this company deserves it more than any! So I will be the one that says GOODBYE to them this time! DO YOURSELF A FAVOR AND DON'T DO BUSINESS WITH THEM!