Kent Tea and Coffee Reviews 53

Awaiting refund. If it fails to materialise I'll be back.

We've bought Darjeeling leaf tea from this company for many years and not had any issues/ problems.🤞 We used to get tea directly from India which of course can't be beaten but found this company has the best range and most reasonable prices to source Darjeeling from named gardens in the UK.

Been buying from them for last 12 years but their customer service is hit and miss, it takes them days to get back to you. I had on 2 occasions where in Linden Tea I end up finding foreign objects, on firs ocassion it was lump of concrete and lots of linden leaves itself that never should be in there. They sorted the first delivery for me but on second ocassion 7 months later I have purchased linden tea again and end up finding limps of soil and the hair.. I have wrote to them but they never responded back to me. I have told them that they need up up their QA after 1st discovery but they are busy concentrating on other things...
Also after placing an order it takes around a week to get your order..
Order #495239] (20 April 2025)

Very disappointing indeed

I have used this company in the past and have been pleased with their service however this time I had to logon to an account. I thought I'd previously been a one off customer. I tried to set up an account but the password restrictions were worse than for any of my bank accounts. Ridiculous. I phoned and left a message but had no reply. I therefore found another company Tea Direct with cheaper tea and cheaper package and postage and all far more efficient. I'll be using Tea Direct in the future

Tea is superb ,delivery times can be hit and miss which lets the company down .
I enjoy the tea though and can live with the wait .

Inaccurate delivery times listed, first order wasnt shipped out until 6 days after the order was placed, and only because I requested a refund, which was ignored, called and someone said they were shipping it out that day. Was told then to order at the beginning of the week to get it by the end of the week. Made a second order on a sunday afternoon, emailed on thursday as had not recieved tracking details, no response, rung friday morning and was told it had just been packed and was being shipped out and would be with me the following day. It wasn't. Emailed on saturday requesting a refund, had no response at all, but fielrst thing monday morning it was shipped out. Yes I recieved the package.. finally, but it is now wednesday and have still not had a response to my email.
The produce, when you actually get it, is wonderful and cannot be faulted, the problem with this company is the abyssmal customer service as they lie when they DO speak to you, which is when you call, and ignore you if you email.

I have ordered from this company before but the benefit but gave them another chance after waiting for 6 weeks for my first order, they have amazing teas so stuck with it after excuses mad. I ordered yet again waiting 2 weeks with no show, phoned them today and my order was not even dispatched. Bad customer service, watch this space for a refund deep waters could mean taking them to court if not received earliest next week. This company needs to review their service and customer care. They obviously don't look at the bad reviews which means ignorance.

I ordered a packet of tea and waited a reasonable time but it never arrived. I sent several emails but never received any reply. When I telephoned them, they assured me the item would be dispatched later that day. But I still did not receive anything. I telephoned them again and requested a refund. They assured me the refund would be processed that day. I am still waiting for the refund. This is a fraudulent organization which needs to be shut down.

I ordered some tea online, and did not get a receipt email, have tried to phone them but they do not answer the phone, but of course they have taken my money.so where are the goods
Order 274165

I cannot comment on the product as after 4 weeks I still haven't received the order even after chasing. When you look at other reviews it seems a pattern forming. Sometime needs to wake up and address the issue at your company it is not professional and doesn't make me want to place another order.

Amazing company!

The tea is delicious, top customer service. Last time the tea was delivered to me the next day after I called asking if it will be with me in 3 working days as I was going away and needed it as a present. I was very impressed !

Last time I ordered from them there was no trouble at all and I was very happy. This time, however, I went to order some more Lapsang Souchong tea bags and for some reason my IP address has been banned!!!?????!!!!!

NON EXISTENT CUSTOMER SERVICE,INCOMPETENT PERSON IN so called customer service,NO EMAIL CONFIRMATION NO ORDER NUMBER,PHONED 3 TIMES AND GET TOLD EMAIL HAS BEEN SENT,CLEARLY AN ISSUE WITH THIS COMPANY,AS I SAID TO THE GIRL,INCOMPETENT INCOMPETENT,SHE SHOULD DROP THE ATTITUDE TOO,TO DATE STILL NOT RECEIVED MY ORDER,ROYAL MAIL PROBABLY TO BLAME

It took 11 days for them to dispatch my order. There was NO emails like 'sorry, your order's delayed by..." and no reaction to my support ticket. There's only static info on the website saying dispatch times are 3-5 days. Like really, I might accept the fact the would ship the order in 2 weeks and I'd plan accordingly (the tea's good) but outright misinformation and attitude... just no.

Tea bags splitting, no answer to my email. So It suggests the company are well aware of the problem. Been using them for 10 years multiple buys.

Terrible service if you’re ordering tea be prepared to wait for them to grow the tea before they then send it to you. Waited 7 days before they posted it out first order, accepted that this may have been a one-off. Second order same delay… there won’t be a third time!

Edit 11/03/24
Now fully resolved thanks to the very helpful Rosie.
Thank you :)

Having been a regular customer for many years, this review is being written with some regret.
The sevice has always been unbelievably slow but the teas are normally great.
However, my last order was contaminated and the complaint ticket has been closed without informing me. This was discovered by logging in with the intention of sending a reminder.
The issue was raised almost a month ago, during which time a staff member sent an email from an address to which replies were returned as undeliverable, resulting in there being multiple tickets for my complaint.
A sample of their current stock was sent but my contact form thanking them and requesting a return label for the contaminated tea went unanswered.
I am left with a large amount of contaminated, undrinkable Orange Blossom Oolong, which is much missed at breakfast but apparently easily sourced elsewhere.

First time ever I have used their service but unfortunately due to royal mail there were some issues with my order, however Rossie from customer service was absolutely amazing, making sure everything is fine, is working and reassuring that there's no need to be worried. Not sure about quality of products yet, but customer service quality is great, hope it reflects quality of their products.

I have been a loyal customer for over 10 years. The truth is that they provide absolutely the best teas I have ever tried. My issue is that I am not able to access my personal account for about 7 months. I changed the password and even created a new personal account which has the same problem. I can't login to any of my accounts and use up my loyalty points.
I have sent several emails and asked for help but they just ignored me. I made a purchase as a guest last weekend and I didn't receive a confirmation email however the money was taken of my account immediately. Very poor customer service! I am considering to buy my teas somewhere else from now on.

My Lapsang Souchong teabags arrived today and the tea is really lovely and Smokey: very happy with my purchase.
Delivery is slower than some companies, but it was worth the wait.