I think it quite fair to publish the reply that I received.
I appreciate your sentiment; I too like to know what is going on, particularly if something doesn’t live up to the standards we would like.
The 500g bags you have bought are a bit of an anomaly in our retail range, as they originally were not designed for retail sale but for wholesale cafes etc.
That is one of the reasons they have a different labelling system and packaged in the compostable bags. We do very few of these.
Your concerns have flagged up that we need to look at how these are presented and controlled, as a retail product.
I know your intention was not to get a refund, but I have processed this for you. This would automatically have been done with any damaged packaging anyway.
The good news is the coffee should be good to drink as well. These sort of processing methods luckily produce coffees with big bold flavours that maintain their impact.
