Grind レビュー 

Easy to order online.
Delivery was quick.
Coffee is delicious and Miffy tin is super cute.

Happy with everything I ordered although the boxes for my cup and miffy mugs are damage. These are for a gift so I’m a bit disappointed.
Everything else is great though

A small ordering mistake exposed a much bigger customer-service problem

I became a Grind subscriber because I like the coffee and intended to remain a long-term customer.

Grind then encouraged me to make an additional purchase through a promotion offering free gifts. While making that separate purchase, I accidentally selected Ground rather than Whole Bean coffee.

I fully accept that the initial selection mistake was mine.

However, Grind’s UX does not help. The products are prominently described as “Bean & Ground Coffee”, the bags look almost identical and use the same pink packaging, while the important “Ground” or “Whole Bean” distinction is much less prominent.

When the order arrived, I contacted Grind immediately. I had two completely unopened, factory-sealed 1kg bags and asked whether I could return them and receive the correct Whole Bean version instead.

Rather than offering me practical options, Grind refused the return, citing perishability and cross-contamination, and sent me one complimentary 1kg bag of Whole Beans as a goodwill gesture.

I appreciated the free bag, but that was not really the point.

I wanted the two unopened products dealt with properly, the return policy explained, and the underlying customer-experience problem acknowledged. Giving away another product does not fix the original problem.

When I raised those concerns, I was simply told that my feedback would be “passed on”. I received no feedback reference, complaint number, named team or any way of knowing whether the issue had actually been registered.

I then specifically asked Grind to open a formal complaint and asked for confirmation that the feedback had genuinely been logged.

At the time of writing, I have received no response to that request.

This is particularly disappointing because I was not an angry customer demanding compensation. I admitted my own mistake, wanted to return unopened goods, wanted to continue my subscription and gave detailed feedback that could potentially prevent other customers making the same mistake.

Instead, the experience felt like: apply the policy, give away a free bag, say the feedback will be passed on, and close the conversation.

That is poor customer retention.

The promotion succeeded in making me spend more money, but the experience that followed has brought a previously happy subscriber very close to cancelling altogether.

For a growing subscription business, I would hope Grind looks more seriously at the relationship between promotions, UX, customer service and retention.

Good coffee. Unfortunately, the customer-service process has been much less impressive.

Haven’t tried the coffee but ordered the Miffy hat and it arrived super quick

I searched for ground coffee for an espresso machine, grind came up as the first hit so I ordered from them. It’s not really suitable coffee for an espresso machine. Should have done more research, disappointing though that it doesn’t say anywhere that’s it’s not suitable.

Coffee tin had a dent and a scratch on the front, sent a complaint to customer service email, yet to hear back

Such incredible value, for such delicious matcha. The starter set is perfect and makes making it so easy. I’ll be signing up to a subscription of matcha!!

Arrived quickly and the postman was very polite and helpful.

We had purchased a gift set for our daughter as a house warming present and although the parcel arrived swiftly one of the mugs was damaged. Unfortunately they couldn't arrange for a replacement. However customer service were quick to respond and did issue a part refund.

Fast delivery, beautifully packaged and great quality. Only thing is can’t get rid of the smell of rubber from the lid on the re usable travel mug every time you take a sip of coffee,

I've been ordering the pods for around 2 years, and have enjoyed the long pods, BUT I have noticed over the last 3 months, that my various coffee machines, are not working as they should. It started with my Outin Nano, it would burst open and water would spout from everywhere. After some posting online, I was told to pierce the pods before use, and low and behold this worked. Apparently the compostible pods are the cause, the pods can't cope with the pressure. I have now started having problems with 2 different nespresso pixie machines that I use, and again I have found if I pre pierce, then I can get a brew. Now I don't know if this has always been a problem, or if they have changed some element of their pods, but enough is enough, 3 machines faulty, tell me it's a pod problem not a fault with my machines. I did message customer services, and was sent a form to complete, which I did, but heard nothing back from them. I've now cancelled my subscription, and will try another brand.

Reply to reply

As previously mentioned in my original reveiw, I have already emailed you about this, but had no response.

My first order from Grind and I'm not impressed.
I accept that I should have searched for the exact weight of the Matcha that I was ordering because the bag is tiny! This is for a present so I wanted to purchase a top quality brand but I am now too embarrassed to give it as it is so very small and only looks like it would cost a few pounds. The complementary tin is also very small. I will not be ordering again.

Lovely tasting decaffeinated ground coffee, however, it would be nice to receive discount on multibuy or free p&p especially as a loyal customer.

I bought the Miffy cups as they’re adorable, and very much as adorable in person. However, they cracked on first use. Emailed customer service so shall see what they say

Lovely Miffy cups and coffee container. The cups stack and look good out on show. All good quality.

Excellent service and the quality is amazing thank you so very much for your excellent coffee

Beautiful Miffy design, yes I know I should be able to resist this but I couldn’t. Makes every coffee in the morning a little pleasure, thankyou. From ordering to deliver so quick.

Very quick coming by the post the price was good and coffee really had a nice flavour very good service all round