Kent Tea and Coffee Omdömen 54

Good Product but the delivery and dispatch can be slow.

My question is why they still take money from people if they don’t give you nothing ? After 10 days after my order I try to contact them and ask where is my order and my money but still nothing ,they never pick up the phone never call you back just a nothing
AVOID !!!!

I placed an order expecting a smooth experience, but it turned into pure frustration. After payment, everything just went quiet—no meaningful updates, no responses to emails, and no way to get clear information about where my order actually was.

What’s worse is that this doesn’t seem like a one-off issue. Many customers report the same pattern: delayed or missing deliveries, poor communication, and customer support that simply doesn’t respond.

The whole process feels unreliable and unprofessional. When you’re paying good money, you at least expect transparency and basic customer service—but neither was delivered here.

I won’t be ordering again, and I strongly recommend others think twice before trusting this site.

Order seemed to have been forgotten about (or deliberately delayed). Ordered 19/3. No email sent saying despatched.

I queried what had happened on 30/3, had a response saying it had now been despatched.

No apology or explanation given as to why it was so late.

After waiting a fortnight for my order I contacted the company. No response, just an 'order processed' invoice. Order arrived two days later. Contacted the company again to ask what had happened. No response. No apology, nothing. Contacted again - still no response. Asked for a refund of my £3.95 Next Day Delivery postage - still no response. This company should not be in business.

I ordered my usual dandelion root tea and received the order which tasted and smelt unpleasant. I have been ordering their products for some years now and have been okay with them. However, when I emailed them to see if they had changed their supplier etc. I was informed that they were using the same supplier. They offered to send me a sample so that I could compare it with the one I received. That sample never came and I emailed them twice requesting it. I did not receive a response to those emails. I emailed a third time to say that I was irritated by their lack of response and I would not be buying anything else from them. I did not receive a response to that email either. The whole process started at the end of last year and it is now March 2026!! The dandelion root tea cost me over £40 and it was thrown in the bin as it is so unpleasant.

I put in an order and received an acknowledgement. Then nothing. After nine days I contacted them to ask why the order had not been dispatched. The next day it was but I got no explanation or apology for this delay. Seems like I'm not alone in being unimpressed by their service. A pity as their tea is good.

I’ve used K&S for years and their teas are very good but they’ve grown increasingly slow and unresponsive as others note. Still waiting to hear back after a month on the last order although the payment went through immediately. Time to go elsewhere.

As others have described, their service is non-existent. I thought waiting 7 days to hear back from them/get a shipping update was bad enough but from what I can see in the reviews the sooner I contact my bank and get my money back the better.

Avoid this company like the plague

Their e-commerce site is abysmal. It was never very good but in the last year it has become hopeless. Payments don't go through, the order doesn't process when the payments aren't approved, links to PayPal don't work, and on and on. Today it looked suspicously like a hacker might have been working in the site because it suddenly popped up 'nonce' as a coupon code. The tea and coffee has always been great but there are better suppliers to deal with.

I placed an order with this company some time ago. No update. Nothing shipped. The order process just says "processing". Zero response to emails asking about the order, and they don't answer the phone either.

The Portsmouth Tea recipe has been changed since this company took it over. You now need 2 teabags to get a half decent cup of tea. For the price it is not worth it! Tea is weak and the teabags themselves are substandard so often break.

I have bought tea from The Kent and Sussex Team & Coffee for more than a year. I made my recent order on the 7th December 2025. I received confirmation on the 6th of January 2026 that my tea would be sent. I sent two emails, left a voice mail message, and have tried to ring numerous times. I have not had a single reply. I have not had any apology or compensation for any of this. Terrible customer service.

I bought this tea specifically because the website describes it as real Milk Oolong (Jin Xuan cultivar). What I actually received is not Jin Xuan at all.
The packaging itself explicitly states that a milk-like flavour is added, makes no mention of Jin Xuan, and describes a standard oxidised oolong with flavouring. In other words, this is just a regular oolong sprayed with milk flavour, not a naturally creamy Jin Xuan Milk Oolong as advertised on their website.
This is not a matter of taste or preference, it is a direct contradiction between the website description and the product supplied.
To make matters worse, the order was not dispatched for over a week, my emails were ignored, and I had to open a PayPal case simply to get the order sent.
Marketing a flavoured oolong as “Milk Oolong (Jin Xuan)” while quietly admitting flavouring on the packaging is unacceptable. Anyone who actually knows what Jin Xuan is will immediately see the problem.
This experience shows a complete lack of transparency and basic customer respect. Avoid this company at all cost!

I ordered, or tried to order, 6 or 7 different teas as a Christmas present. I tried about 4 times to pay, but kept having problems - I sent Kent Tea a mail to let them know, in case other customers were having similar problems and they were losing business. On about the fifth try my order seemed to go through, but I then received a failed order notification. The trouble was, they'd deducted the money from my account. I wrote and asked for a refund or clarification. Nothing. I wrote again today. Nothing. Which means I'm going to have find another supplier, and probably won't get the tea before Christmas. And I have had to set up a dispute claim with my bank, to get the money back. Completely unimpressed.

I nearly reached the point where I was going to escalate the issue to PayPal's resolution, as I was unsure if my order would ever arrive.

It's not disgusting, but ....

Ordered Tiramisu tea, tastes nothing like the Rooibus Newby Tiramisu tea I had tried, it's got a heavy Amaretto smell and taste.

I could have bought tea leaves and poured a load of Amaretto on them and saved a load of money.

Won't be buying again

The delivery times are too long. My order failed to arrive within 4 working days so I had to contact the company who had clearly not even started processing my order as they reissued an order confirmation starting from scratch. I won't be using them again.

I have been ordering tea from this company the last year or so. However my recent order will be the last. Their tea is really good. But their delivery times are too long and their lack of communication is atrocious. Im still waiting on a reply from a question I asked them 2 months ago!
There are plenty of other tea companies out there to choose from. In these difficult economic times, I would expect Kent and Sussex teas to up their game.

Their products are good quality but they couldn’t display the product. You don’t know if you have the order because their email contact is not working.
Shame because they have good quality products!

I ordered tea , recieved with delay a confirmation, and a notification of shipping. I never recieved my order. They are not able to send a POD but accepted my money for something I never received. I found another friendlier site with a high quality of products. Sorry, you lost a customer!