The Kent Tea and Coffee Company is a family-run business located in Pluckley, Kent, specializing in the import, packaging, and wholesale of high-quality tea and coffee products. With over three generations of experience, the company offers a diverse selection of loose leaf teas and more than seventy varieties of freshly roasted coffee beans. Their extensive product range caters to tea and coffee enthusiasts, both retail and wholesale, providing options for consumers seeking premium beverages. Customers can purchase products directly from the Kent Tea and Coffee Company's factory store, as well as through numerous independent retailers across the UK. The company's online shop facilitates a convenient shopping experience, offering delivery options throughout the UK, Europe, and international locations. By focusing on quality and tradition, the Kent Tea and Coffee Company aims to meet the needs of discerning customers who appreciate exceptional tea and coffee.
Kent Tea and Coffee receives mixed feedback from customers, with a significant number expressing dissatisfaction. While some reviewers appreciate the quality of the tea, particularly the Darjeeling leaf tea, many others report serious issues with order fulfillment and customer service.
Complaints frequently highlight long delivery times, with some waiting weeks for their orders to arrive, and a lack of effective communication from the company. Customers mention difficulties in reaching customer service, with reports of unresponsive staff and unresolved refund requests. Despite a few positive experiences, the overall sentiment leans negative, as many people feel frustrated by the service and order reliability. Overall, Kent Tea and Coffee struggles with customer satisfaction.
Summary generated with AI from recent reviews
Each source counts by its number of reviews. Only reviews written by people are scored.
| Source | Rating | Reviews | Weight | 6-mo | Fake risk |
|---|---|---|---|---|---|
Trustpilot Imported Trustpilot reviews | 2.4 | 33 | 100% | ● Low |
Monthly average rating from reviews written by people · latest review Aug 2025.
| Month | Average | Reviews |
|---|---|---|
| Nov 24 | 1.0 | 2 |
| Dec 24 | 1.0 | 1 |
| Jan 25 | — | 0 |
| Feb 25 | 1.0 | 1 |
| Mar 25 | 2.5 | 2 |
| Apr 25 | 1.0 | 1 |
| May 25 | — | 0 |
| Jun 25 | 2.5 | 2 |
| Jul 25 | — | 0 |
| Aug 25 | 1.0 | 1 |
Share of positive (4–5★) and negative (1–2★) reviews mentioning each topic · based on the 33 most recent reviews.
“Tea is superb ,delivery times can be hit and miss which lets the company down”
“Been buying from them for last 12 years but their customer service is hit and miss, it takes them days to get back to...”
Same method for every company: overall rating, legitimacy checks, the average rating of reviews mentioning each area and the 6-month trend · Beverages & Drinks.
| Company | Overall | Legit | Service | Delivery | Website & app | Trend | Reviews |
|---|---|---|---|---|---|---|---|
 | 2.4 out of 5 (poor) | 100 out of 100 | 2.5 out of 5 (poor) | 2.8 out of 5 (fair) | 2.3 out of 5 (poor) | — | 33 |
| 4.7 out of 5 (good) | 100 out of 100 | 4.9 out of 5 (good) | — | — | — | 51 | |
| 3.8 out of 5 (good) | 100 out of 100 | — | — | — | — | 25 | |
| 2.8 out of 5 (fair) | 67 out of 100 | — | — | — | — | 6 | |
| 4.6 out of 5 (good) | 100 out of 100 | 4.2 out of 5 (good) | 3.1 out of 5 (fair) | 1.9 out of 5 (poor) | — | 1,000 |
Bottom line: Kent Tea and Coffee is #5 of 5 on overall rating in this group. On service, Copenhagen Coffee Dealers scores higher (4.9 vs 2.5).
33 reviews of Kent Tea and Coffee. Filter by what matters to you.
Lapsang Souchong. Can't comment on the quality as I haven't tried it yet but the order was 23rd August and delivery was 31st. I think that's reasonable, considering their declared time scales and that there was a Bank Holiday in between. So, about a week.
The Lapsang Souchong was bought as Twinnings have stopped selling it. The tea is not a match for Twinnings, its not particularly good or nice. The packet says the tea bag is 100% biodegradable; the packet itself is non-recyclable. Why not put in a cardboard box - its madness.
The products are fine, my reluctance to keep using this company is that my order always takes forever to arrive. I placed and order on 30th May 2023 and I've only just received an email telling me they are dispatching it 14 days later. They take way too long to get your order out to you. It's a shame because the tea and coffee are fine. I once had to email them to remind them that my order was late. If they do not address their dispatch times then people will simply look elsewhere for their tea and coffee.
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If you want to receive your order quickly maybe this isn’t the company for you. However quality of products is excellent and they do respond to email if you have any queries re your order. They have just couriered my order to me, despite only paying for mail deliver, as the order was delayed as the tea I wanted was out of stock due to high demand. Will definitely use again.
My 1st order arrived today only realised they are literally down the road from me after ordering online 😆 was looking for pine needle tea online and came across this company placed an order of spearmint & liquorice, organic magic blend and pine needles I would buy from this company again 👍🏼
Update: 21/12/22 I was rather surprised to receive my tea today, despite being sent via Royal Mail 48. So although I feel they should have despatched sooner, apparently the 48hour delivery seems ok. So thanks to Kent Tea for that. I don't recommend anyone use this company at the moment. I placed an order on 6th December and today I got a despatch notice! What is worse, they despatched it via Royal Mail 48 and RM appear to have given up on anything less than Special or RM 24. This company, knowing that there was a Royal Mail strike, held on to my money for nearly 2 weeks, and then sent it via RM 48! Other companies offer alternative means of mailing and despatch items far quicker.
I have been buying my tea and coffee exclusively from Kent & Sussex for almost 3 years now, and overall I am very impressed with them. They frequently have 15 and 20% off sales including free gifts, the prices are very reasonable, their loyalty points scheme is generous, and they have a great range of interesting teas and coffees. I particularly love their own blend Kentish Breakfast tea. There have been a small handful of issues over the years, but every time there has been a problem, it has been sorted quickly and efficiently by customer service. They are a small independent company, and can have some dispatch delays during busy periods, but nothing I found particularly troubling.
I have used the company successfully once and was happy with their tea. When I ordered a second package of teas, one was Dandelion tea. After a while I noticed a small black object moving in the tea spoon. I spread the tea on a sheet of paper and discovered several small black bugs plus a couple of larger brown ones. I managed to inform the company using an email link on their web site - like so many companies now they make it very difficult to contact them by any normal means. I finally received a reply stating that they were distressed about the contamination and would inform their supplier. They stated they would repay the cost, although I would have been happy to have the tea replaced. This was in Aug/Sep 2021. It is now Nov '21 and I have never received the repayment despite chasing them. Any company can suffer problems. The true measure of their quality is how they respond to them. In this regard they have failed.
They have a good selection of goods and generally I liked them. However, their management appears to be completely braindead. Let me explain. I placed a decent order couple of hundred of EUR worth, more than a month ago. Money were taken from my card right away, of course. Only silence for a few weeks. So I went to their website, sent them online ticket on their system basically saying "why have you still not shipped my order?". A few more weeks passed. No response of any kind. Went to my bank online system to file for a chargeback, bank naturally asks for proof that I talked to merchant. Ok. Went to merchant's site to print out my ticket. Turned out they responded and requested me to call my bank and ask them for some number from the transaction and to give it to the merchant. This supposedly proves that I am not a fraud. And of course no email was sent to me that there is a response on the ticket. A funny thing they did it the same way a few years ago with my order and at the time I told them to REDUCTED off, stop being REDACTED, and just ship the damn order and they did. This is a direct quote " We apologise for any inconvenience caused and hope that you understand that we need to be cautious with orders like this but we need to ask you if you could let us have an authorisation code which consists of 6 numbers given by your bank for this particular transaction. If you ring your bank they will give you a unique code for this transaction which only they will know and then once we have this information we can begin to process your order for you and dispatch as soon as possible. " Surely you can see how ridiculous it is in our day and age. If it was some number they included in description of the transaction that can be seen in online banking it would be annoying, but ok. Just needlessly wasted a few minutes of mine. But demanding calling banks, spending hours in phone queue, asking bank for some internal number on their systems. I am not buying a REDACTED Lamborghini here! IT IS UTTERLY INSANE! Dear management of kent tea and cofee, if by any chance you read this, please stop being such REDACTED and realize that it is 21st century around already and your procedures are utterly insane! Decide already are you in business of selling tea or are you in business of wasting time of your customers and insulting them and fix your REDACTED. It is an embarrassment! Only one star to an otherwise seemingly a decent company for wasting my time. Are they just stupid or fraudulent? I do not know. You decide. Edit: So in the end they took my money, held it for more than a month, extended ridiculous and impossible or impractical to fulfil additional demands, refused to fulfill the order, only after receiving complains and threats of a chargeback issued a refund, inflicted material small damage in losses on related to refund double currency conversions, wasted lots of time. Based on the above facts and in my opinion Kent Tea and Coffee is a fraud and is to be avoided at all cost.
The Kent Tea and Coffee Company is a family-run business located in Pluckley, Kent, specializing in the import, packaging, and wholesale of high-quality tea and coffee products. With over three generations of experience, the company offers a diverse selection of loose leaf teas and more than seventy varieties of freshly roasted coffee beans. Their extensive product range caters to tea and coffee enthusiasts, both retail and wholesale, providing options for consumers seeking premium beverages. Customers can purchase products directly from the Kent Tea and Coffee Company's factory store, as well as through numerous independent retailers across the UK. The company's online shop facilitates a convenient shopping experience, offering delivery options throughout the UK, Europe, and international locations. By focusing on quality and tradition, the Kent Tea and Coffee Company aims to meet the needs of discerning customers who appreciate exceptional tea and coffee.
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