“This is advertised as a light roast, but was disappointed to receive beans that were unmistakably very dark. Despite decaffeination processes sometimes causing minor differences, industry standards dictate that roast level is primarily determined by bean colour. The drastic difference between what was promised and the product received is unacceptable.
Additionally, the customer service response felt generic and impersonal, seemingly relying on automated or templated language without fully addressing my concerns. The explanation that roast level refers solely to flavour - ignoring the clear visual indicator of roast - does not justify the misrepresentation, there should be an adequate warning/explanation to the dark appearance on the beans for customers to read prior to purchase. I hope the RAVE improves both its product accuracy and customer communication.”
Thank you for sharing your concerns with us. I'm genuinely sorry for any disappointment you've experienced with your recent order. We take feedback like this seriously, and I’d like to address the points you raised directly.
Firstly, I completely understand how the visual appearance of the Colombia Villamaria Decaf No 282 may have led to confusion. As we discussed in our previous emails and to provide some clarity, this particular coffee is roasted to a light profile, in terms of flavour, being roasted at a lower temperature and shorter roasting time. Decaf beans often appear darker than regular caffeinated beans because the decaffeination process weakens the bean's internal structure, making them less dense and more porous which causes them to absorb heat and colour more readily during roasting. While we strive for transparency in our product descriptions, I appreciate that the visual discrepancy may have been frustrating and we will actively look into ways in which we can make this clearer for the future.
I'm also so sorry to hear that our communication felt ingenuine, that was absolutely not our intention so it is disappointing to hear this and we will certainly take this into consideration for the future. Of course, we'd love the opportunity to turn your experience with us into a more positive one and as mentioned in our email, if the flavour of the coffee is not meeting your expectations or if you have any other concerns about its quality, please let us know—we would be more than happy to assist and ensure you are completely satisfied.
We sincerely value your feedback, and if you would like to discuss any further details or need assistance with anything else, please don't hesitate to reach out.
Best regards,
Sarah
Head of Customer Services
“Interesing and delicious. I drink a lot of decaf, and I always like to try lighter roasts just to get a slightly different flavour and a more unusual taste, compared with the more standard decafs available from most roasters. This one smells fantastic and tastes great. I really recommend it.”
Thank you for the lovely review! We're thrilled to hear you enjoyed the Villamaria Decaf. We’re so glad it lived up to your expectations! Hope you continue to enjoy it and let us know if you ever want to try more unique blends! ☕
“As someone who loves decaf, this bean is stunning. I've tried a lot of decaf and this slightly lighter roast just hits different. Using Baratza encore ESP and bambino plus. Typically making lattes and flat whites with this bean and you'd never know it's a decaf!”
Thank you for your amazing review! We're so glad to hear that the Colombia Villamaria Decaf is impressing you, especially in your lattes and flat whites. It's great to know you can't even tell it's decaf!
“I've been experimenting with decaf recently – trying to reduce the caffeine intake, and I couldn't be more happy about the replacement as this. The coffee is aromatic, mild and has an iridiscent taste.
A bit pricy for me without a discount offer, but would definetely consider ordering more in the future.”
Thank you for your thoughtful review! We're so glad to hear the Colombia Villamaria Decaf has been a great choice as you reduce your caffeine intake. We understand that pricing can be a factor, but we're happy to hear you'd consider ordering again in the future! ☕
