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Ernie1 Situations like this are not common. I can recollect 3 instances in the last 20 months, where the roasters were excellent.
1: Two KGs went MIA. They were untracked RM. The seller refunded. I purchased 3 KGs after that. I paid a bit extra to get them delivered by DPD instead.
2: One roaster sent 2 × 1 KG pack with no roast date. They just had a serial number. I called them. They apologised, told me they were roasted a month before sending out. Offered a replacement or a refund. I accepted neither, as the coffee was ok. I never purchased anything from them.
3: Recently, I had issues on a few 250g packs from one of the popular roasters. Every one of them under weighed by about 15g - 18gs. I emailed them with the evidence. They apologised, offered a full refund as a gesture of good will and thank you for bringing the problem to their attention. I always liked their coffee. I did not take a full refund. I turned it down. Instead, they sent me a token refund of 20%. They never explained what went wrong, but advised me they will fix their machinery.
While it is entirely fair if one were to take the offered refund, some times drawing a line does put a smile on the roaster’s face, especially under very difficult circumstances. 🙂