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Secretcaffeineclub Reviews 12

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TrustScore 3.5 out of 5

3.4

Coffee Roasters
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Company details

  1. Coffee Roasters

Information provided by various external sources

The Secret Caffeine Club brings the convenience of a coffee subscription delivered to your letterbox without losing the magic of individual roasters and coffee shops.

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3.4

Average

TrustScore 3.5 out of 5

12 reviews

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Rated 4 out of 5 stars

Couldn’t complain for better service!

Ordered a coffee advent calendar for my partner - it did not arrive on time but I cannot lay blame on SCC for this as it was due to Royal Mail strikes and then being delivered to the wrong house twice.
I first asked for tracking and we discovered it was to the first wrong house; the team at SCC couldn’t have apologised enough (despite this not actually being their fault). I was then kept updated about the second time the calendar was sent out - most companies would provide a tracking number and be done, I was getting emails to ask if it had arrived safe.
After Royal Mail delivered to a second wrong house, I asked if it could be resent to my own address; it was not a bother at all and, once again, kept in the loop for deliveries.
I really cannot say these guys could have done more to get me the product I had ordered as fast as possible - and my partner is really enjoying his coffees, even if he started the advent on the 25th Dec!

1 December 2022
Unprompted review
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Reply from Secretcaffeineclub

Thank you for your feedback Jordan. We are pleased you felt we did everything to support you, with recieving the advent calendar - despite the strike delays and issues with the address.
We are thrilled to hear your partner is enjoying their coffee and long may it continue!
Happy New Year to you both!

Rated 1 out of 5 stars

Second class post, second class service

Who sends something that needs to be delivered by a certain date not only by Royal Mail this Christmas but second class post! Secret Caffeine Club that’s who! Advent calendar arrived on the 16th December and the promised refund never arrived.

Update 31/12:
Received a email stating a refund has been started.
As far as “Enjoying the coffee I received” the advent calendar comprised of 24 little bags that were only good for a one cup cafetière so in total no more than £6 worth of coffee in a standard cardboard box for the bargain price of £35 that you charge. Good try claiming I was able to enjoy the product but the advent calendar was a rip off at £35 for £6 (retail) worth of coffee.

1 December 2022
Unprompted review
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Reply from Secretcaffeineclub

Update 02/01/23
Thanks for your update Paul.
As you can imagine, the overhead of sourcing, selecting and packing 24 different coffees for you to try is quite significant. Our goal is to support independent roasters and the farmers they work with by paying fair prices for the coffee we source, which has all been taken into consideration when setting our pricing. I'm sorry that this product didn't meet your expectations and, since your order was delayed, a full refund should be in your bank by now.
Happy New Year!

-------------------------------------

Paul, we’re so sorry that we couldn’t get your advent calendar to you in time. We received your order on the 20th November and posted it on the 24th, but it was severely impacted by the Royal Mail strikes, meaning it didn’t arrive until December 10th (a whopping 16 days after we dispatched it). I appreciate that this is frustrating for an advent calendar and would like to apologise again for the delay. We will be reviewing our postal partners going forward and in hindsight should have used a different postal service for your order.a

We will reach out to you via email to further investigate the refund and will ensure you receive this as promised.

I hope that you were able to enjoy the coffee nonetheless and we wish you a Happy New Year.

Rated 1 out of 5 stars

Terrible service

Terrible service, unable to manage the postal strikes which would of course cause delays but a few days for most companies not over 2 weeks like these guys! Advent ruined in this house, no compensation given.

10 December 2022
Unprompted review
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Reply from Secretcaffeineclub

Thanks for your review, Beth. I’m sorry that we were unable to get your advent calendar to you in time this year - we really suffered as a result of the Royal Mail union strikes (which was their intended consequence). So that other customers can make a fair interpretation of your review, I wanted to add some clarity:

We received your order on the 23rd November and dispatched it on the 24th. Unfortunately, due to the Royal Mail strikes it did not arrive until 22nd December.

On the 3rd December, we sent you a free full sized pouch as an apology for the delay and on the 7th December, we sent you a replacement advent calendar which arrived on the 10th December.

As a small business, we did all we could to (a) get an advent calendar to you and (b) to ensure you were compensated for the delay.

We wish you a Happy New Year and hope that you were able to enjoy the free pouch and the replacement Advent calendar nonetheless.

Rated 5 out of 5 stars

Excellent customer service when…

Excellent customer service when delivery of my coffee advent calendar was delayed due to the postal strikes. Quick replies to all my messages.
Great coffee too. Will be ordering again.

3 December 2022
Unprompted review
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Reply from Secretcaffeineclub

Thank you Monica, we appreciate your feedback despite a delay with your order - due to postal stikes. We are please you enjoyed the coffee. Happy New Year.

Rated 5 out of 5 stars

A very good discovery.

1 March 2022
Unprompted review
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Reply from Secretcaffeineclub

Thanks for your review, we're glad you're enjoying discovering new coffees in the club!

Rated 3 out of 5 stars

Frustrating communication

Sadly have made the decision to cancel my subscription as it's too frustrating trying to get answers to basic questions. Almost 3 weeks of trying the chat function on the website, email, and text, and I still don't know whether I am able to have my orders brought forward to be posted earlier. A real shame as the coffee is good but I'd rather get my coffee from someone responsive

8 February 2022
Unprompted review
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Reply from Secretcaffeineclub

Hey Charlie, thanks for leaving us a review - we're a small business, so your feedback really helps us to grow. I've looked into this and it seems you might not have received my replies to your messages on our shopify messaging tool - these may have gone into your junk folder. I have replied to your last email and would be happy to bring your order forward if you'd like to stay with us. Really sorry for all the confusion here and look forward to hearing from you!

Rated 5 out of 5 stars

Advent Calendar

I had the coffee Advent Calendar in 2020 so decided to buy it for 2021.Each day a different blend to try.
Yet to begin the new samples but process to buy was simple and informative as to when each sample can be expected.

22 November 2021
Rated 5 out of 5 stars

Excellent coffee and service

I've been a subscriber for a year now - great coffee and the service provided has been excellent. I like being able to adjust my subscription and being able to support independent companies.

22 November 2021
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Reply from Secretcaffeineclub

Thank you for your feedback Mike, we are pleased to hear you enjoy the coffees we feature each week.

Rated 5 out of 5 stars

Excellent coffee varieties from small

Excellent coffee varieties from small, independent roasters. Good quality and delivered securely. No complaints

12 August 2021
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Reply from Secretcaffeineclub

Thanks so much for taking the time to leave us a review, Keith! It is great to have you in the club and thank you for supporting independent roasters. Long may it continue :)

Rated 5 out of 5 stars

Great customer service

Great customer service and quality beans. Really enjoyed tasting different things that I wouldn’t have bought myself.

Would highly recommend anyone to try it out

11 August 2021
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Reply from Secretcaffeineclub

Thank you so much for your kind review, Gemma, we really appreciate it! So glad to hear that you're enjoying the coffees, long may it last :)

Rated 5 out of 5 stars

AMAZING coffee

Ace service, quick postage and loved the trail coffee will happily be keeping my subscription

11 August 2021
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Reply from Secretcaffeineclub

Thank you so much for taking the time to leave us a review, Alan, we really appreciate it! So glad to hear you are enjoying the coffees - long may it last :)

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