I have been ordering James Coffee for almost 2 years. I absolutely love the Night Owl Blend, but on my last shipment, I received a bag that had been open and spilled beans all over the inside of the shipping box. I contacted customer service to request a replacement and received no response, but continue to receive automated emails requesting I leave a review. It appears the new packaging may be defective as I have not had this issue with prior orders. The one star is for the unacceptable customer service, not the coffee.
Store owner replied: Hi Megan, thanks for reaching out and I am sorry to hear that the coffee arrived like that. We deal each bag by hand so even though rare some don’t seal correctly or the dealer wasn’t set hot enough. I don’t know what happened to the email you sent to customer service but we’ll investígate, we try to respond to all inquiries within a few days so that’s definitely not our standard protocol. We are going to send you a replacement night owl, I will follow up with tracking via email once it gets sent out. Thank you, Carina
