Awaiting refund.
Awaiting refund. If it fails to materialise I'll be back.

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.
Awaiting refund. If it fails to materialise I'll be back.
Been buying from them for last 12 years but their customer service is hit and miss, it takes them days to get back to you. I had on 2 occasions where in Linden Tea I end up finding foreign objects, on firs ocassion it was lump of concrete and lots of linden leaves itself that never should be in there. They sorted the first delivery for me but on second ocassion 7 months later I have purchased linden tea again and end up finding limps of soil and the hair.. I have wrote to them but they never responded back to me. I have told them that they need up up their QA after 1st discovery but they are busy concentrating on other things... Also after placing an order it takes around a week to get your order.. Order #495239] (20 April 2025) Very disappointing indeed
I have used this company in the past and have been pleased with their service however this time I had to logon to an account. I thought I'd previously been a one off customer. I tried to set up an account but the password restrictions were worse than for any of my bank accounts. Ridiculous. I phoned and left a message but had no reply. I therefore found another company Tea Direct with cheaper tea and cheaper package and postage and all far more efficient. I'll be using Tea Direct in the future
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Inaccurate delivery times listed, first order wasnt shipped out until 6 days after the order was placed, and only because I requested a refund, which was ignored, called and someone said they were shipping it out that day. Was told then to order at the beginning of the week to get it by the end of the week. Made a second order on a sunday afternoon, emailed on thursday as had not recieved tracking details, no response, rung friday morning and was told it had just been packed and was being shipped out and would be with me the following day. It wasn't. Emailed on saturday requesting a refund, had no response at all, but fielrst thing monday morning it was shipped out. Yes I recieved the package.. finally, but it is now wednesday and have still not had a response to my email. The produce, when you actually get it, is wonderful and cannot be faulted, the problem with this company is the abyssmal customer service as they lie when they DO speak to you, which is when you call, and ignore you if you email.
I have ordered from this company before but the benefit but gave them another chance after waiting for 6 weeks for my first order, they have amazing teas so stuck with it after excuses mad. I ordered yet again waiting 2 weeks with no show, phoned them today and my order was not even dispatched. Bad customer service, watch this space for a refund deep waters could mean taking them to court if not received earliest next week. This company needs to review their service and customer care. They obviously don't look at the bad reviews which means ignorance.
I ordered a packet of tea and waited a reasonable time but it never arrived. I sent several emails but never received any reply. When I telephoned them, they assured me the item would be dispatched later that day. But I still did not receive anything. I telephoned them again and requested a refund. They assured me the refund would be processed that day. I am still waiting for the refund. This is a fraudulent organization which needs to be shut down.
I ordered some tea online, and did not get a receipt email, have tried to phone them but they do not answer the phone, but of course they have taken my money.so where are the goods Order 274165
I cannot comment on the product as after 4 weeks I still haven't received the order even after chasing. When you look at other reviews it seems a pattern forming. Sometime needs to wake up and address the issue at your company it is not professional and doesn't make me want to place another order.
Last time I ordered from them there was no trouble at all and I was very happy. This time, however, I went to order some more Lapsang Souchong tea bags and for some reason my IP address has been banned!!!?????!!!!!
NON EXISTENT CUSTOMER SERVICE,INCOMPETENT PERSON IN so called customer service,NO EMAIL CONFIRMATION NO ORDER NUMBER,PHONED 3 TIMES AND GET TOLD EMAIL HAS BEEN SENT,CLEARLY AN ISSUE WITH THIS COMPANY,AS I SAID TO THE GIRL,INCOMPETENT INCOMPETENT,SHE SHOULD DROP THE ATTITUDE TOO,TO DATE STILL NOT RECEIVED MY ORDER,ROYAL MAIL PROBABLY TO BLAME
Tea bags splitting, no answer to my email. So It suggests the company are well aware of the problem. Been using them for 10 years multiple buys.
Terrible service if you’re ordering tea be prepared to wait for them to grow the tea before they then send it to you. Waited 7 days before they posted it out first order, accepted that this may have been a one-off. Second order same delay… there won’t be a third time!
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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