A bad experience with Subtext ..with Alex
I had a bad experience with Subtext Coffee Roasters, especially with Alex Castellani. My order was delayed, and I grew concerned about the quality of the coffee due to the extended shipping period about 5-6 days after shipping and whether it was stored safely from humidity and weather conditions. When I reached out to express my concerns and informed them that I would not accept the coffee, I received a defensive and lacking-in-empathy response.
Alex described my decision as "disappointing and a shame," which felt like blame rather than addressing my valid concerns. He also suggested that I should "show more consideration for other roastery small businesses in the future," which seemed judgmental and dismissive.
Moreover, the response lacked a basic courteous greeting, such as "Hello" or "Hope you are doing well," which would have made a significant difference in the tone and shown more respect.
Although I have decided to accept this order, I will not be purchasing from Subtext Coffee Roasters again and do not recommend them…
It’s not a one business day delay as you said —you are misrepresenting the situation, and I will attach screenshots to provide an accurate timeline. The two screenshots, one from January and one from February, clearly show the delay. You can see that the order was shipped on 19 February, and as of now, I still haven't received it. It might arrive on 24 February, but it was supposed to be delivered by Thursday, same as the previous order.
I would like to clarify that the timing of when I choose to open the coffee is my personal decision and should not be of concern to you. My primary concern was regarding the delay in shipping and the potential impact on the quality of the coffee due to extended exposure to humidity and weather conditions. Additionally, I am wondering where my coffee is currently—is it in a safe storage environment or on the road? As a coffee specialist, you must be aware of how sensitive coffee beans are to such conditions.
Moreover, your second response was worse than the first one. I believe it’s important for people to know the full context and who is in the right. Even if it were just a one business day delay, which it was not, you did not apologize for this delay.
Thank you.
