Have continued ordering our beans from Origin for a number of years now. Always impressed with the quality of coffee bean and delivery. There's a good selection on the website and with changes through... Voir plus
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Lisez les avis des autres
Great Coffee, very easy to manage my subscription as I like to change the roast I am receiving. All coffee drinkers in the family are very keen to try my latest choice. The Customer Service team were... Voir plus
Two orders with Origin and missing items both times. Had to wait 7 days for the second order to arrive despite them saying it would be dispatched next working day. Granted customer service did resolve... Voir plus
I can’t say enough good things about Origin Coffee. The overall quality of their products is exceptional, and they’ve become an absolute essential for my restaurants. Their cold brew, in particul... Voir plus
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À propos de l'entreprise
Écrit par l'entreprise
Origin Coffee is a leading UK speciality coffee roaster. Direct trade sourcing, roasting, educating and brewing. Become a wholesale partner or buy online.
Coordonnées de contact
The Roastery, 1 Treysa Place, TR13 9FJ, Porthleven, Royaume-Uni
- 01326 574337
- info@origincoffee.co.uk
- www.origincoffee.co.uk
4,1
Bien
187 avis
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A répondu à 77 % de ses avis négatifs
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Subscription service confusing and setup when not requested
First of all I will say that the coffee is lovely. I tried in a coffee shop and immediately bought some beans in store. Tasted great from my bean to cup machine as well. So I went online and ordered more. Now I tried the subscription and found it confusing. I wanted to rotate the espressos so I set it up on the rotating espresso subscription. Then I kept getting the same coffee over and over. They explained they send all the same each month before moving to another the next month, but I can swap in and out if I go online a bit confusing. After getting more (of the same coffee) after I cancelled I called up (to be fair they were very helpful) and removed my card. I did actually want to get more coffee so a week or so later, I placed another one off order but didn’t remove my card again and got a second kilo bag (same coffee) a week later - it had set me up for a weekly kg subscription (who drinks that much!). So unfortunately although I do like the coffee I think I will have to have to try elsewhere. Shame because the coffee is honestly very good.
27 février 2025
Avis spontané
Réponse de Origin Coffee Roasters
Thank you for taking the time to leave us this review, at origin we appreciate all customer feedback and value customer experience highly. When adding a product to your basket on our website you will be given the option to choose either a one time purchase or a subscription set up. If you experience difficulty navigating our website then please feel free to call us and our customer service team will always be happy to help!
Reliable service, first rate coffee
Have been dealing with these people for 4 or 5 years. Have probably had a hundred orders from them.
Have found them entirely reliable and dependable.
Would recommend them without hesitation.
On top of that the coffee is excellent!
16 février 2025
Avis spontané
Réponse de Origin Coffee Roasters
Hi David,
We are glad that you enjoy our coffee! Thank you for being such a loyal customer to us. We appreciate it!
Just Another Customer
I’ve been a customer for almost 3 years- I bought my espresso machine, beans, filters etc quite frequently. I even stayed when they changed the rewards system tiers (giving customers less, yay capitalism). However, the handling of a superficial defect to a pour-over kettle was when I realised that Origin does not truly care about the customer. It took a month to resolve and even then…no response or apology. I won’t be using Origin ever again.
1 février 2025
Avis spontané
Réponse de Origin Coffee Roasters
Hi Becca,
Thank you for your review. I'm so sorry to hear about your experience.
Our customer service team handle all equipment error and cosmetic fault issues in accordance to each suppliers warranty process. Therefor meaning sometimes we experience delays in processing these issues as we wait to hear back from the supplier.
However after accessing your account with us I can see that you did not receive response from our customer service team after your refund was processed. I apologize for this and kindly ask that you view the new email I have sent in response this morning.
Many thanks,
Maddie & the Origin team
Grinder delivered and everything working well
I ordered a fellow opus and it was delivered no issue at all. Well packed and good communications.
12 décembre 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi James,
We are glad that you are enjoying the fellow opus!
Do not trust this site
Do not trust this site! Postage was definitely not 48 hour delivery and I was sent the wrong items. I've emailed twice to resolve and my emails are being ignored. I will have to start a chargeback process on my card.
Edit: the email I contacted was info@. This is the email advertised on the website. I have received automated responses to my emails saying I should receive a response within 48 hours so I know my emails have been received by the company
6 janvier 2025
Avis spontané
Réponse de Origin Coffee Roasters
Hi Sarah,
Thank you for your review. I'm so sorry to hear about your experience.
We despatch our orders on the next working day and our courier partners do their best to offer a reliable service. However, delays can be experienced on occasion.
I'm sorry to hear you've received incorrect items. We have looked at our different channels and could not find any outstanding messages.
I would love to discuss the issue with your order directly and offer compensation for your experience.
To ensure we receive your message, could I kindly ask you to contact us through the chat window on our website or give us a call on +44 1326 574337 ?
Many thanks,
Sarah & the Origin team
Shady business practice
I purchased some coffee the other day to try. It was a one-off purchase as I never bought coffee from this company before but I just received an email saying that I've subscribed to weekly coffee deliveries and that the next order will be automatically shipped in a couple of days, even though I have not done this! I haven't even received the order that I placed so why on earth would I subscribe to weekly deliveries of 500g of coffee (who on earth would drink that much in a single week). Very shady that they sign up customers to subscriptions without their knowledge. I probably won't purchase again just because of this.
4 janvier 2025
Avis spontané
Réponse de Origin Coffee Roasters
Hi Ho-Jin,
Thank you for taking the time to share your experience.
Our product page offers a subscription option, outlining the benefits of becoming a member and offering a 25% discount on the first 3 orders of your subscription, should you choose this option.
On the same product page, you will find a ‘One time purchase’ option, which you can opt for. You will also need to choose the size of your bag and your preferred grind size.
When adding the product to your basket as a subscription, it will state the frequency of the delivery. This is also outlined in the order confirmation order email we send after an order is placed.
It is not our intention to subscribe people against their knowledge.
We’ve recently updated the product page design of our website and have seen an increase in these user errors.
While the options I outlined above are all available on the product page, the default settings are currently set to subscription, 250g, whole beans.
I want to assure you that we are actively listening to our customer feedback and are in the process of changing the product page again, with the ‘One time purchase’ as the default option, hoping to avoid any confusion in the future.
I do apologies for any inconvenience caused here. I’m happy to see your subscription was cancelled and no subsequent charges were made towards your account.
Kindest,
Sarah & the Origin team
Excellent customer service
I found their customer service absolutely excellent. They were really helpful with advice about the right coffee to choose for my tastes, and then sent me a lovely Ethiopian blend to try. Nothing was too much trouble. I would highly recommend talking to them if you have any problems about what to choose
22 décembre 2024
Avis spontané
Excellent
Excellent coffee with excellent customer service. I emailed Sam and he got back to me very quickly and resolved my problem.
They're physical locations are great as well. I frequently visit the Bristol location where they do great coffee
17 décembre 2024
Avis spontané
Big up to the Cornish roasters!
So I recently tried this coffee company as I am lucky enough to be living down in Cornwall where this coffee is roasted so, I picked up a bag at the Cornish food store “festive blend” is stunning! Definitely my favourite festive blend so far that I’ve ever tried.
I use a Sage Oracle jet and the “festive blend” and “resolute” have got to be a match made in heaven.
The delivery of these can be a little slow as I’ve ordered over on beanz where they source your order direct from the roaster but it’s not a massive issue like some people are making it out to be!
I totally recommend this coffee roaster! I don’t understand the long list of negative reviews…
21 novembre 2024
Avis spontané
Bad from start to end
Had an awful experience with this company from start to finish - first I received beans that were not listed as one of the three in rotation on the subscription description on the website. The beans were underwhelming, and they came without the promised “welcome box” - when this was replaced it came with a broken pin and a scuffed tin which both had to go straight in the bin. Then I received the same beans again and then had to deal with their AI customer support system that contradicts itself saying that "opened" beans can't be returned and then changing its mind when I reveal that the beans haven't been opened and so are eligible for a refund. When I did get a human response it was somehow less helpful than the AI and sent a picture of last year’s subscription coffees in a poor attempt at to prove themselves right. Don’t trust this company
5 décembre 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi Mitchell,
Thank you for taking the time to share your experience.
I completely understand your frustration and disappointment. I have to admit, it sounds like everything that could have gone wrong, has.
This is categorically not the service we aim to provide, and I hope that the 12,000+ genuine reviews on our website can help restore your confidence in who we are as a company.
I can see you have spoken to our customer service team already and have chosen to cancel your subscription with us.
However, I wanted to take the time to come back to you and assure you that every issue you’ve described has been addressed by our team.
I have taken the liberty of sending you a complimentary bag of coffee, as a further apology from us.
Please do feel free to contact us again, should you have any further feedback.
Kindest,
Sarah & the Origin team
Epic fail
Ordered 6 days ago - definitely NOT same day despatch, and NO updates to explain delay. Have yet to reply to my email asking for an update or a refund.
Their website says 'over 10k 5 star reviews', I'd like to know where, because it isn't Trustpilot!
Avoid.
Update from reply: Amazing how quickly the order was despatched once the complaint appeared on here. I think I'll treat reviews on a company's own website with the scepticism it deserves.
3 décembre 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi Mark,
Thanks for your feedback.
I am very sorry to read about the experience you've described. We offer a next day despatch service and this is the key message we show on our shipping polices page and across the website, so I am unsure on where you read the next day despatch message.
We are very proud of our 12,000+ genuine reviews which can be read here > https://www.origincoffee.co.uk/pages/reviews so I am very keen to find a swift resolution and make up for your experience.
Please could you email me personally on sam@origincoffee.co.uk with your order number and I can look into this ASAP for you.
Many thanks
Sam @ the Origin team
Not fit for purpose in it’s current state
Used Origin for years and have always been happy with their service and quality. Latest experience has undone all of that for me. I placed quite a larger order and only half of it arrived. 3 emails and 1 message through Instagram with no response. I had to call through and chase them to send the rest of my order. No apology or even a simple “rest on its way” message.
It’s not the customers responsibility to fix your errors and constantly chase for a resolution.
28 novembre 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi Liam,
Thanks for your feedback.
We looked through all our Instagram messages and could not find any messages that related to this order issue. The experience you described is absolutely not the service we aspire to deliver, so I am keen to investigate further to find a resolution.
Please could you email me on sam@origincoffee.co.uk with your order number and I can look into this ASAP for you.
Many thanks
Sam @ the Origin team
Poor turnaround time and faceless AI support
Ordered coffee at 8am on a Friday morning. Received it late the following Thu afternoon (1 week from order). Asked why it took 4 days to dispatch, got AI generated support message reciting facts I can find elsewhere ("48 tracked delivery takes 2 days…"). Replied, another AI message, repeat…
I will go back to a more responsive and reliable roasters.
7 novembre 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi Glen,
Thank you for giving us your honest feedback.
I’d like to apologise for the delay with your order. We recently went through a machinery upgrade to improve efficiency within our Roastery and serve our customers better.
Unfortunately, this process briefly impacted our production line, and it seems your order was amongst those affected.
I’d like to apologise again for any frustration caused by the response you received. We’ve been trialling an FAQ generated answering system, to help us during this busy season, to avoid long waiting times where possible. We are closely monitoring this, gathering customer feedback to improve our service. Rest assured that the customer service team is always available to answer your questions.
Your feedback is incredibly valuable, so thank you again for taking the time to share your experience with us.
If you could contact me on info@origincoffee.co.uk, I’d like to offer a little something to apologise for your experience.
Many thanks,
Sarah & the Origin team
I was actually really enjoying this…
I was actually really enjoying this coffee until I found a stone in the bag. Luckily I found this before putting it through my grinder as it would have destroyed it.
23 octobre 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi Justin,
Thank you for your review.
I'm so sorry to hear you have found a stone in your coffee.
A variety of checks is run by the farms we work with and our exporters, followed by further QA examination from us here at The Roastery. However, it can happen, very rarely, for a stone or two, to escape through the net.
I am relieved to hear the stone hasn't caused any damages to your grinder. However, should that have been the case, I would like to give you my full reassurance that Origin would have covered the cost of a repair/replacement.
Hopefully, our 10,000+ positive reviews, which attest to the quality of our coffee, can put your mind at ease.
If you could email me on info@origincoffee.co.uk, I'd love to arrange something to apologies for your experience.
Many thanks,
Sarah & the Origin team
Found a rock in coffee beans
The coffee is great, but they have serious issues with the quality.
I found a rock in my recent order the size of a coffee bean. Furtunately, I found It before I put it in my grinder, but it could cause serious damage to it or myself.
1 octobre 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi Serj,
Thank you for your review.
I'm so sorry to hear you have found a stone in your coffee.
Whilst the farms we work with and our exporters run a variety of checks that are then followed by further QA examination from us here at The Roastery, very rarely, a stone or two can escape through the net.
I am happy to hear the stone hasn't caused any damages in this instance. Rest assured this is a very rare occurrence and that, should your grinder have experienced any damages, we would have covered the cost of a repair/replacement.
Hopefully, our 10,000+ positive reviews, which attest to the quality of our coffee, can put your mind at ease.
If you could email me on info@origincoffee.co.uk, I'd love to arrange something to apologies for your experience.
Many thanks,
Sarah & the Origin team
Great coffee, but stay away
Nice coffee, awful service. Deliveries constantly late, no consistency on delivery dates. If you join a subscription expect to wait longer for coffee delivery. They are plenty of competitors who do next day or 24 hour delivery and are just as good if not better tasting coffee.
25 juillet 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi Haris,
Thank you for taking the time to leave a review. This is absolutely not the experience we want to give our customers and I am sorry to hear that you have had issues with deliveries on multiple occasions.
As a company, we have chosen not to offer for a 24hr delivery (same day despatch), but rather a next day despatch. A concious choice led by the pursuit of quality and freshness.
The coffee is roasted to order everyday from Monday to Friday and despatched the same day with options of a 24hr or 48hr service.
Your feedback is so valuable and we would love to hear more about the delays you experienced, to help us understand how we can improve. Could I kindly ask you to contact our Customer Service team on info@origincoffee.co.uk or call 01326 574337?
Sarah @ Origin
Great coffee let down by poor customer…
Great coffee let down by poor customer service.
4 juillet 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi RA,
I'm so sorry to hear you've had a disappointing experience with us.
Could I kindly ask you to contact us on info@origincoffee.co.uk or call on 01326 574337 and give us some further details, so we can look into this matter and offer a solution for you?
Sarah @ Origin
Excellent Service
Excellent coffee. I've had the subscription for over three months now. Coffee is consistently great and their customer service is top drawer. Sarah on their team helped me with a missing shipment last week and sorted it straight away. Highly recommend
8 mai 2024
Avis spontané
Took over 30 minutes and a call to…
Took over 30 minutes and a call to their customer services to redeem a gift subscription. Very clunky. Not a good experience
17 avril 2024
Avis spontané
Réponse de Origin Coffee Roasters
Hi Alison,
Thank you for taking the time to leave us a review.
Very sorry to hear that your gift subscription redemption process was not smooth, this is something we're aware of and are actively putting plans in place to update for a seamless experience.
Would you be able to reach out to me directly through email (info@origincoffee.co.uk)? I would love to get your feedback on how we can improve this process.
Many thanks
Sam @ Origin
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