today's coffee orderROASTe and its roasters rock customer service in a way you don't see in a lot of other places, and I just got another example of that yesterday.

Back on March 12, I ordereda pound of Brazilian Oberon coffee from The West Bean. I'd heard good things about the coffee and the roaster, so I was looking forward to it. I was doubly looking forward to it because it's a South American coffee, not my usual East African or Pacific Rim choice.

I checked back on my order like a mother hen. The USPS tracking info read "Electronic Shipping Info Received." For days. On the 14th, I got an email from ROASTe saying my coffee had shipped. The USPS tracking info read "Electronic Shipping Info Received." I figured, okay -- it just hasn't been scanned yet.

A couple of days went by. I ordered some Fruto del Fuego. It arrived in four days. My Brazilian Oberon still read "Electronic Shipping Info Received" and I still didn't have my coffee. 

On March 27th, I ordered a pound of Dean's Beans Ring of Fire and figured that after 15 days, I should follow up on my order from The West Bean. I used the contact button and just dropped a little note that said, "Hey, I haven't got my coffee yet. Can someone follow up on this for me?"

Within an hour, I got a note back from Scott Lush saying, essentially, we called the roaster. The order shipped on the 12th, but it hasn't been scanned anywhere along the way so we're having the coffee re-shipped on us. Personal attention from one of the owners -- that's enough to make anyone feel all warm and fuzzy, but I was destined to feel even warmer and fuzzier yet.

Yesterday, the mailman arrived with two packages. One was my Ring of Fire. The other was the Brazilian Oberon from The West Bean. It was nice to have the whole issue resolved within 3 days. What was even nicer was the hand-written sticky note attached to the bag that read: 

Deb,
ROASTe contacted us yesterday and said you never received your order we shipped out. We are very sorry you never received it. Here is your order plus a little extra roasted today.
Thanks,
Paul
The West Bean

The brown paper kraft bag was packed to the very top with freshly roasted, fragrant coffee beans. I don't have a scale handy, but I'd estimate -- based on comparison with the other pound of coffee I received,  that WB added a good 6 to 8 extra ounces to my order as an apology. How cool is that?

Edit: Wait -- it gets even cooler. I was so pleased with my coffee yesterday that I didn't really dig into the package. This morning, my son was getting things ready to go to recycling when he reached into the box and pulled out a little 2-oz-ish package of Papua New Guinea beans that I can't wait to try. Yep, The West Bean definitely gets my vote as a great company to buy from.

 

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Comments

Yeah it seems like coffee people are the nicest people when it comes to keeping their customers happy. Glad to hear you had a good experience!

Submitted by chris considine (not verified) on
Making good on a bad incident in business is the most welcomed opportunity in business. Yes, you may have made a mistake or in this case your delivery people screwed up, but now, it's the golden opportunity to make you a most loyal client! In this case they certainly did that and MORE...that's the key, they did something EXTRA and now your are on the web telling us all about your GREAT experience with this company...and probably telling your friends. So for a few extra BEANS they fixed the mistake and made up for it and now have an ADVOCATE instead of just a customer. Great posting this...I call this a WAYMISH...Why Are You Making It So Hard....for me to give you my money! To learn more, visit WAYMISH.com. Have a great day and a nice cuppa joe!

Submitted by jbviau on
You were way more patient than I would have been. Glad everything worked out so well!

That is very nice thing for them to do to fix the problem. It is hard to find better customer service. How was the coffee by the way?

Good customer often times gets over looked by businesses but fact it is vital part of business, especially if they want to stay in business. Its good to hear another good story about Roaste and its roasteries.

Submitted by Chamie on
I've always said that coffee people are something special. I've very seldom had a bad customer experience with a coffee vendor or roaster anywhere.

Submitted by Chamie on
You're right. I'll always be an advocate for businesses that treat their customers right and most people I know are the same way. Good customer service is one of the most important factors I look for in a business.

Submitted by Chamie on
Heh. I'm a patient person by nature. Things happen. And honestly, if I didn't know already that ROASTe is committed to great customer service, I might have just chalked it up to experience and moved on. I'm glad I didn't.

Submitted by Chamie on
I'll let you know when I make a pot, which should be later today. I'm just finishing up the Fruto del Fuego I got last week. This is queued up to go into the grinder next.

Submitted by Chamie on
I completely agree. Good customer service is one of the most important features of a good business. When a vendor goes the extra mile for me -- heck, even a few extra inches -- I'll always sing their praises.

Another Great Customer Service Story

| by

today's coffee orderROASTe and its roasters rock customer service in a way you don't see in a lot of other places, and I just got another example of that yesterday.

Back on March 12, I ordereda pound of Brazilian Oberon coffee from The West Bean. I'd heard good things about the coffee and the roaster, so I was looking forward to it. I was doubly looking forward to it because it's a South American coffee, not my usual East African or Pacific Rim choice.

I checked back on my order like a mother hen. The USPS tracking info read "Electronic Shipping Info Received." For days. On the 14th, I got an email from ROASTe saying my coffee had shipped. The USPS tracking info read "Electronic Shipping Info Received." I figured, okay -- it just hasn't been scanned yet.

A couple of days went by. I ordered some Fruto del Fuego. It arrived in four days. My Brazilian Oberon still read "Electronic Shipping Info Received" and I still didn't have my coffee. 

On March 27th, I ordered a pound of Dean's Beans Ring of Fire and figured that after 15 days, I should follow up on my order from The West Bean. I used the contact button and just dropped a little note that said, "Hey, I haven't got my coffee yet. Can someone follow up on this for me?"

Within an hour, I got a note back from Scott Lush saying, essentially, we called the roaster. The order shipped on the 12th, but it hasn't been scanned anywhere along the way so we're having the coffee re-shipped on us. Personal attention from one of the owners -- that's enough to make anyone feel all warm and fuzzy, but I was destined to feel even warmer and fuzzier yet.

Yesterday, the mailman arrived with two packages. One was my Ring of Fire. The other was the Brazilian Oberon from The West Bean. It was nice to have the whole issue resolved within 3 days. What was even nicer was the hand-written sticky note attached to the bag that read: 

Deb,
ROASTe contacted us yesterday and said you never received your order we shipped out. We are very sorry you never received it. Here is your order plus a little extra roasted today.
Thanks,
Paul
The West Bean

The brown paper kraft bag was packed to the very top with freshly roasted, fragrant coffee beans. I don't have a scale handy, but I'd estimate -- based on comparison with the other pound of coffee I received,  that WB added a good 6 to 8 extra ounces to my order as an apology. How cool is that?

Edit: Wait -- it gets even cooler. I was so pleased with my coffee yesterday that I didn't really dig into the package. This morning, my son was getting things ready to go to recycling when he reached into the box and pulled out a little 2-oz-ish package of Papua New Guinea beans that I can't wait to try. Yep, The West Bean definitely gets my vote as a great company to buy from.

 

Category: BLOG

@hoonchul

April 2, 2012 | by Chamie

I completely agree. Good customer service is one of the most important features of a good business. When a vendor goes the extra mile for me -- heck, even a few extra inches -- I'll always sing their praises.

@son ton

April 2, 2012 | by Chamie

I'll let you know when I make a pot, which should be later today. I'm just finishing up the Fruto del Fuego I got last week. This is queued up to go into the grinder next.

@jbviau

April 2, 2012 | by Chamie

Heh. I'm a patient person by nature. Things happen. And honestly, if I didn't know already that ROASTe is committed to great customer service, I might have just chalked it up to experience and moved on. I'm glad I didn't.

@chris considine

April 2, 2012 | by Chamie

You're right. I'll always be an advocate for businesses that treat their customers right and most people I know are the same way. Good customer service is one of the most important factors I look for in a business.

@intrepid510

April 2, 2012 | by Chamie

I've always said that coffee people are something special. I've very seldom had a bad customer experience with a coffee vendor or roaster anywhere.

Good customer often times

April 2, 2012 | by hoonchul@hotmail.com

Good customer often times gets over looked by businesses but fact it is vital part of business, especially if they want to stay in business. Its good to hear another good story about Roaste and its roasteries.

cool!

April 1, 2012 | by sontondaman

That is very nice thing for them to do to fix the problem. It is hard to find better customer service. How was the coffee by the way?

Wow

March 31, 2012 | by jbviau

You were way more patient than I would have been. Glad everything worked out so well!

Great customer service story!

March 31, 2012 | by chris considine

Making good on a bad incident in business is the most welcomed opportunity in business. Yes, you may have made a mistake or in this case your delivery people screwed up, but now, it's the golden opportunity to make you a most loyal client! In this case they certainly did that and MORE...that's the key, they did something EXTRA and now your are on the web telling us all about your GREAT experience with this company...and probably telling your friends. So for a few extra BEANS they fixed the mistake and made up for it and now have an ADVOCATE instead of just a customer. Great posting this...I call this a WAYMISH...Why Are You Making It So Hard....for me to give you my money! To learn more, visit WAYMISH.com. Have a great day and a nice cuppa joe!

Yeah it seems like coffee

March 31, 2012 | by intrepid510

Yeah it seems like coffee people are the nicest people when it comes to keeping their customers happy. Glad to hear you had a good experience!

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