York Emporium Reviews 

Reply from York Emporium

Mar 2, 2023

Thank you Hilary, glad you enjoyed it!

Reply from York Emporium

Mar 2, 2023

Much appreciated, thanks Terry!

Reply from York Emporium

May 18, 2023

Thanks!

H@YorkEmporium

Reply from York Emporium

May 18, 2023

Thank you for the continued support Kelly!

H@YorkEmporium

Reply from York Emporium

Jan 3, 2023

Hi Tim,

As we have mentioned over email we were closed for the holidays from the 24th December to the 3rd January. This was clear on our website so customers knew to expect orders not to be processed during this time.

Your order has been processed and shipped out today, and we have refunded your delivery fee due to the confusion caused.

This 1 star review is disappointing but we hope your coffee arrives with you quickly and that you enjoy it!

Kind regards,
Kiera @ York Emporium

Reply from York Emporium

Dec 22, 2022

Hello Ian,

Thank you for your review.

We completely understand that if a customer does not like a coffee, they are more than within their rights to complain or offer feedback. 99.9% of the time we will look into a complaint for a cause and or take feedback on board to make improvements where we can.

Unfortunately, we can't do much when we are told a freshly roasted and ground coffee tastes 'stale', which you later admitted to being the wrong word as you are not a coffee expert, which is fine as you'll know what you like and you don't need to be an expert in anything to enjoy it.

However, why we were less forthcoming with a solution on this occasion is because the reference to the coffee being stale is one we can't possibly believe to be true. A stale coffee would imply the coffee beans had been sat for months, growing old and loosing its freshness - this is very far from being at all accurate. Our coffees are roasted regularly, day in day out and are ground freshly to order. Most coffees are never much older 2-3 weeks old by the time they are sent out, in which time they are kept in optimal conditions to retain their freshness, reducing the chance of becoming "stale".

We fully stand by this and its unfortunate you did not accept this explanation. We cannot simply get 100g of coffee shipped back to us for sampling, it does not make sense as an option due to the costs and hassle of it all. We are always drinking our coffees, constantly quality controlling them at the Roastery to ensure they are tasting as good as they can be for our customers. At the end of the day happy customers = happy us.

One final note, and I hope our long time, loyal customers would agree its that we always go out of our way to help our customers and to make sure they are always happy with an order, whatever the solution may be. We have spent our many years operating under the ethos that coffee (& tea) should make people happy, and if they are not happy when drinking ours, then we need to do what we can to help. But this is only possible when we are given clear and reasonable feedback, and in this instance we felt right to defend ourselves and not offer compensation (which in this case Ian you requested a replacement bag, which would have been the exact same coffee just more recently roasted).

In any case, this is obviously not the desired outcome for us, as we have been left with an unhappy customer. Ian, we are sorry that your experience with us has been a 1 star experience but we'll carry on what we know we do well, great customer service and serving up amazing, freshly roasted coffee.

All the best,

Matthew @ York Emporium