Kent Tea and Coffee レビュー 

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.

Lapsang Souchong. Can't comment on the quality as I haven't tried it yet but the order was 23rd August and delivery was 31st. I think that's reasonable, considering their declared time scales and that there was a Bank Holiday in between. So, about a week.

The Lapsang Souchong was bought as Twinnings have stopped selling it. The tea is not a match for Twinnings, its not particularly good or nice.
The packet says the tea bag is 100% biodegradable; the packet itself is non-recyclable. Why not put in a cardboard box - its madness.

The products are fine, my reluctance to keep using this company is that my order always takes forever to arrive. I placed and order on 30th May 2023 and I've only just received an email telling me they are dispatching it 14 days later. They take way too long to get your order out to you. It's a shame because the tea and coffee are fine. I once had to email them to remind them that my order was late. If they do not address their dispatch times then people will simply look elsewhere for their tea and coffee.

If you want to receive your order quickly maybe this isn’t the company for you. However quality of products is excellent and they do respond to email if you have any queries re your order. They have just couriered my order to me, despite only paying for mail deliver, as the order was delayed as the tea I wanted was out of stock due to high demand. Will definitely use again.

I ordered on line over a week ago and no communication since. It’s an extremely slow service compounded by using the worst possible mail provider i.e Royal Mail.

I would not use use this company again.

My 1st order arrived today only realised they are literally down the road from me after ordering online 😆 was looking for pine needle tea online and came across this company placed an order of spearmint & liquorice, organic magic blend and pine needles I would buy from this company again 👍🏼

Second time I've used this company and second time my coffee has taken over a week to be delivered. No customer service to speak of. It's a shame because the coffee is okay not great but ok.

Update: 21/12/22
I was rather surprised to receive my tea today, despite being sent via Royal Mail 48. So although I feel they should have despatched sooner, apparently the 48hour delivery seems ok. So thanks to Kent Tea for that.

I don't recommend anyone use this company at the moment. I placed an order on 6th December and today I got a despatch notice! What is worse, they despatched it via Royal Mail 48 and RM appear to have given up on anything less than Special or RM 24.
This company, knowing that there was a Royal Mail strike, held on to my money for nearly 2 weeks, and then sent it via RM 48!
Other companies offer alternative means of mailing and despatch items far quicker.

I've not received my order after two weeks...

I have been buying my tea and coffee exclusively from Kent & Sussex for almost 3 years now, and overall I am very impressed with them. They frequently have 15 and 20% off sales including free gifts, the prices are very reasonable, their loyalty points scheme is generous, and they have a great range of interesting teas and coffees. I particularly love their own blend Kentish Breakfast tea. There have been a small handful of issues over the years, but every time there has been a problem, it has been sorted quickly and efficiently by customer service. They are a small independent company, and can have some dispatch delays during busy periods, but nothing I found particularly troubling.

The tea is ok. Delivery takes almost a month! Where is it coming from? And at £3.99 p&p id be better off picking it up myself. Won't be buying anymore.

I have used the company successfully once and was happy with their tea.
When I ordered a second package of teas, one was Dandelion tea. After a while I noticed a small black object moving in the tea spoon. I spread the tea on a sheet of paper and discovered several small black bugs plus a couple of larger brown ones.
I managed to inform the company using an email link on their web site - like so many companies now they make it very difficult to contact them by any normal means.
I finally received a reply stating that they were distressed about the contamination and would inform their supplier. They stated they would repay the cost, although I would have been happy to have the tea replaced. This was in Aug/Sep 2021.
It is now Nov '21 and I have never received the repayment despite chasing them.
Any company can suffer problems. The true measure of their quality is how they respond to them. In this regard they have failed.

They have a good selection of goods and generally I liked them. However, their management appears to be completely braindead. Let me explain.

I placed a decent order couple of hundred of EUR worth, more than a month ago. Money were taken from my card right away, of course. Only silence for a few weeks. So I went to their website, sent them online ticket on their system basically saying "why have you still not shipped my order?".

A few more weeks passed. No response of any kind. Went to my bank online system to file for a chargeback, bank naturally asks for proof that I talked to merchant. Ok. Went to merchant's site to print out my ticket. Turned out they responded and requested me to call my bank and ask them for some number from the transaction and to give it to the merchant. This supposedly proves that I am not a fraud. And of course no email was sent to me that there is a response on the ticket.

A funny thing they did it the same way a few years ago with my order and at the time I told them to REDUCTED off, stop being REDACTED, and just ship the damn order and they did.

This is a direct quote

"
We apologise for any inconvenience caused and hope that you understand that we need to be cautious with orders like this but we need to ask you if you could let us have an authorisation code which consists of 6 numbers given by your bank for this particular transaction.
If you ring your bank they will give you a unique code for this transaction which only they will know and then once we have this information we can begin to process your order for you and dispatch as soon as possible.
"
Surely you can see how ridiculous it is in our day and age. If it was some number they included in description of the transaction that can be seen in online banking it would be annoying, but ok. Just needlessly wasted a few minutes of mine. But demanding calling banks, spending hours in phone queue, asking bank for some internal number on their systems. I am not buying a REDACTED Lamborghini here! IT IS UTTERLY INSANE!

Dear management of kent tea and cofee, if by any chance you read this, please stop being such REDACTED and realize that it is 21st century around already and your procedures are utterly insane! Decide already are you in business of selling tea or are you in business of wasting time of your customers and insulting them and fix your REDACTED. It is an embarrassment!

Only one star to an otherwise seemingly a decent company for wasting my time.

Are they just stupid or fraudulent? I do not know. You decide.

Edit:

So in the end they took my money, held it for more than a month, extended ridiculous and impossible or impractical to fulfil additional demands, refused to fulfill the order, only after receiving complains and threats of a chargeback issued a refund, inflicted material small damage in losses on related to refund double currency conversions, wasted lots of time.

Based on the above facts and in my opinion Kent Tea and Coffee is a fraud and is to be avoided at all cost.