Graham Houston
Google
I've been a coffee subscriber for four years now, but I've finally cancelled my account. The delivery delays and freshness of beans has been getting steadily worse for some time now, but my last order was finally the catalyst to find a better roaster. I contacted customer service after I noticed it had been ten days since my order was prepared, but the courier still hadn't received it. My contact mentioned that they would send another bag out via rush order, but it still took three days to arrive. When I complained that it was going to be a full two weeks from charge to arrival, and that I shouldn't have had to flag the issue in the first place, I was met with only excuses about 'situations outside our control' namely the postal strikes (?? they use private couriers), the weather (?? it's been one of the mildest winters on record, and no recent storms), and lastly a busy holiday season (?? at this point we are well passed the holiday rush). I was just looking for an 'Oops, we made a mistake!', but instead I received a 'Sorry you're upset, but there was nothing we could possibly have done'. When I asked for a partial refund, they offered 10% off my next order, which is... presumptuous. Today I opened up my rushed replacement order, and... it was two weeks old when they shipped it out! I've since found a new roaster with great product who can ship out fresh beans on time, and even at a better price!