Curt S.
Yelp
This review specifically addresses shipped coffee ordered from the web site, as I have never been in the cafe. I order from roasters all over North America and love trying new roasters that are recommended, so I was excited to try Theory after reading about the acclaim they have received for their beans.
I ordered three bags. Two were whole bean as desired, but the third was ground coarse. I have never ordered ground coffee from a roaster before, and I am not sure why my order was modified. I grind only at brew time, never in advance, and the coarse grind does not work for the pour-over methods I use that require a medium to medium-fine grind.
While the coffees I tried were well above average, my inquiries about the error in my order were completely ignored, and that is the basis for my review: four stars for the coffee, zero stars for customer service, for a net two star rating. I've become used to getting absolutely fantastic service from virtually every local roaster I have tried in recent years, and it is rather shocking to come across one that cannot even be bothered to respond to my inquiry. Even if they were not willing to make good on the error, it would be nice to actually get acknowledged as a customer who spent $50 on beans.
Update: Within two hours of posting this review, I magically received an email from production in which I was offered the opportunity to spend more money with Theory for a 20% discount, which I declined. I wanted nothing more than what I paid for: a replacement for the one incorrect item in my order.
Since Theory would not work with me, I tried to salvage what they had sent me by digging up an old French press, but the coffee they sent was so coarse that it didn't even work well for French press, which calls for the coarsest of grinds. In other words, this coffee would have been useless to ANY customer, not just me.
There are too many great roasters out there who take care of their customers to spend hard-earned money with one that does not. It is absolutely mind-numbing to me that a business would rather be "right" and lose a repeat customer than to replace $20 worth of coffee and make an impression by giving a new customer the benefit of the doubt. I hope that other customers have better experiences than I did.