Larry’s Beans – Great Customer Experience August 29, 2008
Here’s a quick little story about a great experience I had with the team at Larry’s Beans. I was doing some research for my Mountain Sumatra review and browsing around the new online store at the Larry’s Beans website. They just updated it I guess and were asking for feedback. Well, I noticed a brew guide on there which was listed as $1.25 for sale, but had a price of $.75 on the front cover. Take a look at the screenshot I grabbed before they fixed it.

So using the feedback link on the main page, I wrote a quick email letting them know about the error, attaching the screenshot for reference. Only a few hours later, I got an email back from the General Manager at Larry’s Beans. He thanked me for catching the error and had already forwarded the error to their web team to fix. Sure enough, it was done by the time I checked the site again.
Also, for helping out, he offered to send me one of the guides, and throw in some goodies for my time. Just an email back would have been more than enough, but this was a really cool gesture. He wanted to send me a bag of beans and asked if I wanted ground or whole bean. Of course I needed whole bean, and also asked which beans he’d recommend as my next purchase. I let him know about my lackluster experience with the Mountain Sumatra and linked him to the post.

Well wouldn’t you know it, yesterday I received a package with not one, but three bags of whole bean coffee, as well as the brew guide, a magnet and a flyer on fair trade. I was blown away, what a cool company. Not sure it was my post that put it over the edge or what, but they really stand behind their product. I’ll be done with the Sumatra in a few days I think, and will be sure to let everyone know what I think of the new beans over the coming weeks.
