We loved ordering our coffee city roasted whole bean from this roaster for over 10 years until our AWFUL customer service experience. This place was a solid 5 star but the customer service experience took 2 stars away. We were loyal to them for over a decade. We have given them over $5000 of our business... but no more! Our last order, We ordered 40lb of coffee that was worth over $500, and unfortunately one of the 5 lb bags was busted open with beans spilling all over the box and on our porched because whoever packed the (8) 5lb bags (40 lb box) DID NOT reinforced that bags so that it was 1. tightly packed and 2. double taped the box. The bags were literally tossed in a oversized box sent via UPS to California. When we called and emailed them photos of the damaged bag and the beans spilled all over the box (the 1st and only time we have ever complained), they gave us a hard time and nickeled and dimed us over 1 broken bag of beans. They made us send back the beans (at our expense) until we put our foot down. In the end, they refunded us the 1 broken bag and made us send back the broken bag of beans at their expense. Granted they have one of the best priced and best single origin coffee beans in the country, but we will take our business elsewhere. read more