I mistakenly ordered filter-ground coffee instead of a moka pot, because the grind wasn't clearly specified on the product page.
The roaster was extraordinary: they immediately replaced the product without charging me shipping costs and added complimentary coffees from different blends to introduce me to their range.
I was impressed by their helpfulness and generosity. They could have simply charged me for the new shipping, but instead they chose to gain my trust by turning an inconvenience into an opportunity.
What seemed like a bad purchase turned out to be the best way to learn about a serious, transparent, and truly customer-focused company. And their coffee... Delicious!
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