So I had a bit of a run in with Brock Lewin from Badger and Dodo coffee. The guys over at Badger & Dodo roast coffee beans. I’ve been going down to them in the IFSC point market ever since it opened / they appeared. Every time I went for fresh beans they told me about their new website that was launching. So after Christmas, in need of a coffee fix I hit them up online. After a bit of a delay (because they were closed for holidays) I received my order.
When I opened the first bag, it seemed to be really dark roasted. I thought it was a bit strange as one of the ones I ordered was described as medium roast. When I opened the second bag all I could smell was burnt coffee. In my opinion it may have been over roasted.
Last Friday (before 12am), I popped them an email. It was fairly light stuff, I was asking them could there have been an issue with the roast and that it was much darker than I had expected. I heard nothing back from them.
So today I decided to try them both. To be fair, the first one was a bit darker than anything I had tasted in the IFSC. The second one was just discussing. So I decided id tweet about my option. I was still waiting on a reply.
OK, I admit, It was a bit blunt .. but then I get a reply from @BadgerAndDodo on twitter.
I found this really bad form. It seemed like really amazing example of poor customer engagement. They had every opportunity to resolve the issue. After my last experience with poor customer engagement I was cracking up!
I was an advocate of theirs up until 19:04 today. I could forgive them for a bad batch of coffee but I cant forgive them for treating me badly. You can see the
After a while, they delete the tweet and then I received this:
Hi Jason, We take complaints very seriously, investigate every case thoroughly and do not take your comments lightly. However, we will not merely refund or replace orders until we can ascertain where the problem is and what went wrong. I received your email on the Friday afternoon, and although we try to take some time out on weekends, I had already looked into your issue ... that is, before logging online today and reading your tweet about our coffee now "being overroasted to shit" and "smelt like crap" - forgive me if I took this personally ! I found this early public conviction on twitter nasty, unfair and uncalled for. Yes, I got defensive and got my back up as I am passionate about quality in coffee and goto great lengths to satisfy customers. I felt hardly done by as I hadn't been given a fair amount of time to reply to your complaint. My only mistake was that I didn't email you to let you know I was on the case. Our assessment of your email complaint is as follows. - a roasted coffee bean that will crush under pressure of thumb is not an indication of it being "over roasted to shit"; - The batch records for both Red Rock and Yirgacheffe indicate that nothing was wrong; - That same batch of red Rock went out to various cafe customers, who report nothing out of the ordinary with the quality of coffee; - There were no complaints from others who were part of that same batch. Conclusion: I have done all that I can from our end as per our refund and returns policy, we ask that you return the coffee for further analysis. Obviously we will reimburse your card for any out of pocket expenses should the beans be found to be faulty, and replace your order. From our own quality control perspective, we need to look into this issue as there may quite well be an issue with say An post, packaging or who know what - but we need to determine what went wrong and where. Regards, Brock
Its this kind of impersonal crap that gets me so worked up. Jesus, talk about making a bad situation worse. I was about to write a reply and then I decided is just write up a blog post. Was I wrong to share my opinion publicly? Should a company talk to its customs online in this way?
Id love to hear your opinion.
Updated: 2nd Feb, I’ve had a bit of time to chill out. In reflection, I may have been out order with the public hanging. The guys in Baddger and DoDo were trying their best to respond given the circumstances. I didn’t like that particular blend.. but each to their own! Pop over to their website and