Acidic customer service with an unpleasant aroma & most of all a distinctly unpleasant after-taste
These guys provide other roasters coffee. I've been enrolled as a subscription customer for some time. Coffees vary in quality from adequate to the odd very good coffee. Almost all of what they provide can be provided by the roasters direct.
The costs of their service has risen around 40% over a little over 12 months. Although rising prices reflects coffee shortages generally, their offering no longer reflects the ever increasing competition in the market. Increases were hidden neatly behind a re-subscription required resulting from a change of web platform. Their excuses for transparency were deeply unconvincing especially the implication that it was all my fault for opting out of marketing emails, which frankly, has nothing to do with the price of my subscription.
But the real problem with this business is not its product, which has some redeeming features, its the truly awful customer support. Ironically I was going quietly to a new supplier, before a series of baffling escalations of an initial clarification request led to the most vitriolic & unprofessional final response I have received from any business.
Using the traditional coffee tasting approach I would have to say that the service I received was acidic, with tones of sour grapes, it had a deeply unpleasant aroma & most of all a bitter after-taste. Absolutely not an experience I intend to repeat under any circumstance.
So they become the very first small business to whom I have left a negative response!
