I posted in another thread but curious to know if I’m being unreasonable. I ordered 2kg of beans from a prominent roaster I’ve ordered from frequently. I didn’t plan to use it immediately as I still have a load of other coffee to get through first. One bag arrived improperly sealed, it looks like the machine had sealed at an angle meaning half the top portion was missing a seal, therefore open. This happened before with NewGround who were quickly apologetic and sent a replacement bag without and suggested I keep the unsealed one. However, I emailed the roaster about this and they simply said ‘sorry about that’. I’m happy to send the unsealed one back as I don’t expect a freebie but with no replacement offered it looks like I’ll be using this coffee inmediately!

A discount on next purchase would be a nice gesture. Not sure I'd expect a full refund if a recent roast date.

If it had only been roasted recently then I don't think I'd be expecting a whole new bag

Will it not affect freshness? It’s been about a week since roasting.

Put pics up of how it arrived? Before I say what I think

I’d expect a replacement. Putting the freshness issue aside, this is a food product, and as such, it’s a reasonable expectation that the product should arrive to you sealed. Going back to the freshness issue, I think you, along with most of the folks who drink coffee, would say that keeping your beans in a sealed container isn’t out of the ordinary. And I bet that they sell coffee beans in sealed bags as a matter of course. Again, that supports an expectation that the coffee you purchased should arrive in a sealed bag. I’d ask them directly for a replacement, giving them the benefit of the doubt that they just hit “send” too quickly because of the busy holiday season. If they refuse a direct request, then you can make a decision as to whether they deserve your business going forward.

Should really be fine but if it's been sitting there for a week in the roastery open that's not great. If it doesn't taste off I wouldn't worry. Being open for a week by itself isn't long enough for it to go stale or rancid.

I don't think you are being unreasonable at all. Legally, you have a 14 days 'right to return' (and refund) for anything you buy online for any reason or no reason at all... and at least an acknowledgement of this would have been the minimum I'd have expected. A discount on a future purchase or an immediate replacement (with or without you returning the faulty bag and contents) would have been a plus. Whether the beans are fine or not is - I think - a separate matter.

> @"Ernie1"#p32951 However, I emailed the roaster about this and they simply said ‘sorry about that’. No, the roaster really said, "I don't care about the experience you have with our coffee". Unacceptable IMO, you should have been offered another bag of coffee. If coffee was ok not be sealed, then all roasters would send it folded over and taped in a cheaper bag…I try and pack my coffee ASAP after roasting for a good reason..

I would like to see the pictures that you sent them, or the email. Did you ask for a replacement? It shouldn't really matter because the product arrived damaged and a replacement should be offered. I do think especially with the royal mail strikes, at the busiest days of the year before the postage cutoff people might be getting some less courteous responses

Thanks all. Glad I’m not being unreasonable. I’ll attach a photo below. It’s not exactly the entire bag gaping open but it’s plenty big enough for air to get out. I’m not worried about it being unfit for consumption but it’s a single origin from a ‘premium’ roaster so I’d have preferred it to arrive airtight. What surprised me is that the customer service rep didn’t even consider that freshness is likely to be a factor for someone buying a kilo of whole beans. I’m wondering if they contract out their customer service out to someone else to handle rush periods. I’ve asked for a replacement and said I’m happy to return the other. No reply as of yet. [URL=https://i.imgur.com/PjGR5Ff.jpg][IMG]https://i.imgur.com/PjGR5Ff.jpg[/IMG][/URL]

Coffee arrived open, would you expect a replacement?

Ernie1

Went to the Origin roastery a couple of times this week and doesn’t look like I needed to worry about air-tightness after all 😅

LMSC

Ernie1 Oh dear! I have 3 × 250g order with them! 😳😂

DavecUK

They can’t be filling orders from containers and shipping…Jesus I thought that practice stopped almost 2 decades ago!

InfamousTuba

That looks like it is for customers who come to the roastery shop, customers do want a way to use less packaging so they can bring their own containers and fill them or reuse bags. It has reduced in popularity after the pandemic but I do see it occasionally

Ernie1

Yeah to be fair it’s efficient for in-store customers and the warehouse handles all the outgoing beans I’d imagine.

It’s an impressive space and a huge operation.

I also had one of the best made coffees I’ve ever had while I was there, really really well made.

JahLaza

Ernie1 I also had one of the best made coffees I’ve ever had while I was there, really really well made

More details please?!

Ernie1

They’ll probably be fine.

I got the replacement Los Altos which was really good and the kilo of Resolute we’ve been enjoying in the V60/Moccamaster.

We had the Shakiso in store as a flat white and it was very enjoyable.

Ernie1

JahLaza

I’ve been to the roastery a number of times and the coffee has been hit or miss. Very good when they first opened but then I know they struggled with staffing so fairly understandable that the quality suffered.

This weeks was exceptionally made. Their Ethiopian Shakiso Christmas roast with tasting notes of apricot, clementine and sticky pudding.

Not at all what I’d enjoy as espresso so I ordered a flat white and it was delicious. The milk cut any of the acidity so the result was a cake-like stone fruit flavour. Perfect temperature and milk was expertly frothed.

Ground on an E65 and prepared on a KB90.

JahLaza

Ernie1 always great to get that kind of experience, something to compare to your own coffee making too. Back on topic, I too received a kilo bag which was torn just behind the top seal of the bag. This was the start of December and I only noticed it after opening the bag so I wasn’t sure if I had done it or not! Very difficult to actually notice and I thought it was a faulty batch of bags perhaps because I ordered the same again on a Christmas discount this time checked it straight away and it also had the same tear. I contacted the roaster and they apologised and sent a replacement straight away, which was of course perfect. Strangely enough the replacement had the same roast date as the torn one so not sure if the previous ones had been damaged while sealing it or something 🤔🤷‍♂️

LMSC

Ernie1 The roaster advised me the orders are freshly roasted to order and shipped. Re-the displayed coffee beans, I did query if those exposed beans are just for marketing purposes. It is for the café to brew immediately and, changed every 2-3 days after the resting period.

DavecUK

JahLaza which was of course perfect. Strangely enough the replacement had the same roast date as the torn one so not sure if the previous ones had been damaged while sealing it or something

I’m surprised faulty sealing doesn’t happen more often, it’s really a credit to the care the roasters take in packaging.

« Previous Page