Kent Tea and Coffee Reviews 

I placed an order with this company some time ago. No update. Nothing shipped. The order process just says "processing". Zero response to emails asking about the order, and they don't answer the phone either.

The Portsmouth Tea recipe has been changed since this company took it over. You now need 2 teabags to get a half decent cup of tea. For the price it is not worth it! Tea is weak and the teabags themselves are substandard so often break.

I have bought tea from The Kent and Sussex Team & Coffee for more than a year. I made my recent order on the 7th December 2025. I received confirmation on the 6th of January 2026 that my tea would be sent. I sent two emails, left a voice mail message, and have tried to ring numerous times. I have not had a single reply. I have not had any apology or compensation for any of this. Terrible customer service.

I bought this tea specifically because the website describes it as real Milk Oolong (Jin Xuan cultivar). What I actually received is not Jin Xuan at all.
The packaging itself explicitly states that a milk-like flavour is added, makes no mention of Jin Xuan, and describes a standard oxidised oolong with flavouring. In other words, this is just a regular oolong sprayed with milk flavour, not a naturally creamy Jin Xuan Milk Oolong as advertised on their website.
This is not a matter of taste or preference, it is a direct contradiction between the website description and the product supplied.
To make matters worse, the order was not dispatched for over a week, my emails were ignored, and I had to open a PayPal case simply to get the order sent.
Marketing a flavoured oolong as “Milk Oolong (Jin Xuan)” while quietly admitting flavouring on the packaging is unacceptable. Anyone who actually knows what Jin Xuan is will immediately see the problem.
This experience shows a complete lack of transparency and basic customer respect. Avoid this company at all cost!

I ordered, or tried to order, 6 or 7 different teas as a Christmas present. I tried about 4 times to pay, but kept having problems - I sent Kent Tea a mail to let them know, in case other customers were having similar problems and they were losing business. On about the fifth try my order seemed to go through, but I then received a failed order notification. The trouble was, they'd deducted the money from my account. I wrote and asked for a refund or clarification. Nothing. I wrote again today. Nothing. Which means I'm going to have find another supplier, and probably won't get the tea before Christmas. And I have had to set up a dispute claim with my bank, to get the money back. Completely unimpressed.

I nearly reached the point where I was going to escalate the issue to PayPal's resolution, as I was unsure if my order would ever arrive.

It's not disgusting, but ....

Ordered Tiramisu tea, tastes nothing like the Rooibus Newby Tiramisu tea I had tried, it's got a heavy Amaretto smell and taste.

I could have bought tea leaves and poured a load of Amaretto on them and saved a load of money.

Won't be buying again

The delivery times are too long. My order failed to arrive within 4 working days so I had to contact the company who had clearly not even started processing my order as they reissued an order confirmation starting from scratch. I won't be using them again.

I have been ordering tea from this company the last year or so. However my recent order will be the last. Their tea is really good. But their delivery times are too long and their lack of communication is atrocious. Im still waiting on a reply from a question I asked them 2 months ago!
There are plenty of other tea companies out there to choose from. In these difficult economic times, I would expect Kent and Sussex teas to up their game.

Their products are good quality but they couldn’t display the product. You don’t know if you have the order because their email contact is not working.
Shame because they have good quality products!

I ordered tea , recieved with delay a confirmation, and a notification of shipping. I never recieved my order. They are not able to send a POD but accepted my money for something I never received. I found another friendlier site with a high quality of products. Sorry, you lost a customer!

I’ve ordered twice of them now. They’re an expensive company their hot chocolate while amazing is £8.50 for ten satchets. I would expect at those prices to get a good service but no. They take two weeks to dispatch their goods.

Awaiting refund. If it fails to materialise I'll be back.

We've bought Darjeeling leaf tea from this company for many years and not had any issues/ problems.🤞 We used to get tea directly from India which of course can't be beaten but found this company has the best range and most reasonable prices to source Darjeeling from named gardens in the UK.

Been buying from them for last 12 years but their customer service is hit and miss, it takes them days to get back to you. I had on 2 occasions where in Linden Tea I end up finding foreign objects, on firs ocassion it was lump of concrete and lots of linden leaves itself that never should be in there. They sorted the first delivery for me but on second ocassion 7 months later I have purchased linden tea again and end up finding limps of soil and the hair.. I have wrote to them but they never responded back to me. I have told them that they need up up their QA after 1st discovery but they are busy concentrating on other things...
Also after placing an order it takes around a week to get your order..
Order #495239] (20 April 2025)

Very disappointing indeed

I have used this company in the past and have been pleased with their service however this time I had to logon to an account. I thought I'd previously been a one off customer. I tried to set up an account but the password restrictions were worse than for any of my bank accounts. Ridiculous. I phoned and left a message but had no reply. I therefore found another company Tea Direct with cheaper tea and cheaper package and postage and all far more efficient. I'll be using Tea Direct in the future

Tea is superb ,delivery times can be hit and miss which lets the company down .
I enjoy the tea though and can live with the wait .

Inaccurate delivery times listed, first order wasnt shipped out until 6 days after the order was placed, and only because I requested a refund, which was ignored, called and someone said they were shipping it out that day. Was told then to order at the beginning of the week to get it by the end of the week. Made a second order on a sunday afternoon, emailed on thursday as had not recieved tracking details, no response, rung friday morning and was told it had just been packed and was being shipped out and would be with me the following day. It wasn't. Emailed on saturday requesting a refund, had no response at all, but fielrst thing monday morning it was shipped out. Yes I recieved the package.. finally, but it is now wednesday and have still not had a response to my email.
The produce, when you actually get it, is wonderful and cannot be faulted, the problem with this company is the abyssmal customer service as they lie when they DO speak to you, which is when you call, and ignore you if you email.

I have ordered from this company before but the benefit but gave them another chance after waiting for 6 weeks for my first order, they have amazing teas so stuck with it after excuses mad. I ordered yet again waiting 2 weeks with no show, phoned them today and my order was not even dispatched. Bad customer service, watch this space for a refund deep waters could mean taking them to court if not received earliest next week. This company needs to review their service and customer care. They obviously don't look at the bad reviews which means ignorance.

I ordered a packet of tea and waited a reasonable time but it never arrived. I sent several emails but never received any reply. When I telephoned them, they assured me the item would be dispatched later that day. But I still did not receive anything. I telephoned them again and requested a refund. They assured me the refund would be processed that day. I am still waiting for the refund. This is a fraudulent organization which needs to be shut down.

I ordered some tea online, and did not get a receipt email, have tried to phone them but they do not answer the phone, but of course they have taken my money.so where are the goods
Order 274165