Morghan-Rake Coffee — Bad Customer Service

A few weeks ago, my wife and I bought some Amaretto flavored coffee from Morghan-Rake. Amaretto is one of our favorite flavors. We had bought some of their other coffees in the past and they were pretty good, not as good as Barrie House, but they were local, and we like to support local business.

When we made the first batch of this new coffee, it was undrinkable. It tasted like used motor oil smells, and we dumped the entire batch.

Yesterday, we stopped in to get something else, and were alone in the store with the owner. We mentioned that the Amaretto tasted really bad to us, and the owner got very defensive. Instead of apologizing to us, or offering to replace it, she became very defensive. Now, if we like something, we say so, and if we don’t we also say so. This is good feedback for a business owner, and being a small business owner myself, I appreciate feedback. The owner stated that she had never actually tasted the Amaretto coffee because she doesn’t like it.

This morning, my wife posted the following on Facebook:

Karen Peters I know it is early or is it late to make a retail comment but it is on my mind. We were excited a new retail store close to us and something we use every day! We went in Bill saw something he wanted,bought it and were off. A few days later he tried it, Horrible was the word. It had an after taste of what old oil (now that I really think of it how old motor oil) smells like. I was going to take it back but it sits in the corner of the kitchen. By chance we passed by the shop, not to complain but to get another item. While we were there, we mentioned it to the owner. Instead of saying “I’ll check it out” or “thanks for bringing it to my attention”, she immediately went into defense mode. How we were the only people who had ever said ANYTHING! How long they were in business etc, implying we were terrible people. Well great! She even remembered 2 yrs ago we had not liked another product, not because it tasted like rancid oil but it just was not what we were looking for in that product. What’s the point?? The point is that if you are in business, listen to your customers. If they don’t like a product, before you ATTACK just say thanks for bringing it to my attention that’s what I did for the last 40 years. Then check it out, if it’s bunk in your eyes forget it, if it is true fix it. There I hope she reads this but I know if she does she will only have an angrier look on her face than yesterday. To bad you need to know!

Notice that she did not reveal the name of the business or the owner’s name. That would have been crossing the line, she thought.

The owner replied, revealing the business name and her own name, this was her choice.:

Morghan Rake The customer certainly does keep me in business, absolutely. But let’s imagine one of you have prepared a lovely meal- you are an excellent cook, you do it for a living, and you love it so much you don’t even work for $$. All your friends sit down to eat, and immediately begin exclaiming how horrible this is!! Oh, so bad, yuck!! All the while making faces. Now, I would think you might get a little angry, when instead, one of those friends should have had some couth to pull you aside and discreetly let you in on the fact that something might be wrong. That’s just my perspective, but most people do not take kindly to being told how horrible something is, especially when I do what I do out of a love for coffee, tradition, and my wonderful customers. Most of my customers have become my very good friends, and without them I wouldn’t be where I am today- without good coffee they wouldn’t come back week after week.

The discussion went down hill from there, with Morghan claiming she should not be criticized because she owned an old Victorian hotel (very dilapidated), and because they had been roasting coffee for 25 years. Never once did this person show any respect for us, the customer. In fact she claimed she had never tasted it.

We asked for nothing, expected nothing, except politeness. We offered this criticism so that if there were something wrong with the coffee, no one else would get it. There was no one else in the store, and in fact we were the only car in the parking lot. You can’t get much more discreet than that.

I went to the store to get good coffee, not her tradition, or to boost her ego, as she apparently already has a huge one.

I don’t understand how someone like this can remain in business, or deserves to be in business.

My recommendation is to stay away, or if you get bad coffee, tell everyone else, but don’t tell Morghan.

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