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.
It took 11 days for them to dispatch my order. There was NO emails like 'sorry, your order's delayed by..." and no reaction to my support ticket. There's only static info on the website saying dispatch times are 3-5 days. Like really, I might accept the fact the would ship the order in 2 weeks and I'd plan accordingly (the tea's good) but outright misinformation and attitude... just no.
Edit 11/03/24 Now fully resolved thanks to the very helpful Rosie. Thank you :) Having been a regular customer for many years, this review is being written with some regret. The sevice has always been unbelievably slow but the teas are normally great. However, my last order was contaminated and the complaint ticket has been closed without informing me. This was discovered by logging in with the intention of sending a reminder. The issue was raised almost a month ago, during which time a staff member sent an email from an address to which replies were returned as undeliverable, resulting in there being multiple tickets for my complaint. A sample of their current stock was sent but my contact form thanking them and requesting a return label for the contaminated tea went unanswered. I am left with a large amount of contaminated, undrinkable Orange Blossom Oolong, which is much missed at breakfast but apparently easily sourced elsewhere.
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.
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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.
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.
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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