Don't worry, we'll help get things fixed!
The most important thing to us is that everyone's enjoying brewing our coffee. On the rare occasions something isn't quite right we'll always investigate thoroughly to identify the cause and provide an appropriate solution.
If your order has arrived and you aren't completely happy with how your coffee is tasting, please contact us via email and we will make sure this is rectified. Please provide as much information as possible in your message in order to help us find a resolution as swiftly as possible. Key details to start with will be:
- Your order number
- Which coffee is affected
- How the coffee tastes
- The date you first noticed the issue
- What brew method you are using
- What your current brew recipe is
Coffee is an unfinished product - a plethora of things can affect the final cup and it often takes a bit of sleuthing to identify the issue remotely. It is likely that we will need to ask a few follow-up questions in order to narrow down the factor affecting your specific situation. Different problems necessitate different solutions, so it is vital to diagnose the cause in order to action appropriate steps to solve the issue for you.
We've seen it all over the years... brewing troubles, roast issues, green defects, personal preferences, storage mishaps, delivery contamination, faulty equipment, local water supply taints, mouldy kettles, you name it! Once we have identified the culprit we will ensure you get back to a brew you'll love.