Howdy all,
There's been some questions about our espresso blends and the Malabar Gold
espresso blend we sell. Malabar Gold is a blend from an importer called
Josuma and it is blended by them. We notice differences from one lot to
another in the percentages in the coffee in the blend (the main way we can
tell is that they either will or will not fit in 2# Sweet maria's cloth bag
when we fill them. Previous lots would not, the current lot does.) Shifts
in that blend are perfectly understandable, because Josuma needs to make
adjsutments in the blend as different lots of coffee come in that
constitute the blend, and they dont cup the same. In fact, we are now
blending all our own blends that contain Brazil with the new Mogiani sun
Dried Safira because i think its a superior Brazil.
Anyway, there was debate about the Malabar Gold, and while I thought it was
about shifts in the Josuma blend, what it seems to be is that a blend we
did called Indian Malabar, that was reviewed and sold by us as that, was
sometimes labeled with the Malabar Gold label. I know of 2 cases of this so
far, I think, although I havent seen the samples, and the "inferior"
malabar they describe does not match the description of the Coehlos Gold
malabar we stock... anyway, I really cant explain how this happened because
we had a stock of Josuma Malabar Gold for all but 2 weeks this year, and
the other blend only existed for a short time. All that Maria, Jovan and I
have been able to come up with is that another past employee who filled
coffee did not understand that the Malabar Gold came from the Josuma bag,
and was doing some renegade blending.
So here's the deal: If you received Malabar Gold since Feb.15 this year,
there is *no chance* that it is anything but Josuma Malabar Gold. If you
received it between Nov 00 and Jan 01 there is a *chance* you received
Indian Monsooned. After that, it was Jovan and I packing100% of the orders,
and we both know we sent nothing but J's Malabar Gold. The way you would
tell if it is NOT the presence of Monsooned Robusta. This looks like
Monsooned Malabar, but is rounder, with a straight crease through the bean.
If you look at your blend and cant find it ...stop, because it would be
easy to see the difference if both were present. (I am going to put a
picture of it on the website tomorrow to identify it)
If you think the blend has Monsooned Robusta, then S.M should, in fairness,
replace the amount you purchased. Just email us directly.
Once again, if you received it from February to now, there is no chance at
all it is anything but Josuma Malabar Gold, and you dont need to bother
with this...
Tom
                  "Great coffee comes from tiny roasters"
           Sweet Maria's Home Coffee Roasting  -  Tom & Maria
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I come away from this with only more respect for
S.M.  As part-owner of a small business, I know
there are some things you can't control all of the time,
and employees fall into that category.  You
identified the problem to the best of your ability
and are doing what you can to make it right.
It seems to me that "Randy, the so-called journalist"
reacted by using a sledgehammer for approaching a
problem that required a little thought, some communication,
and then a small wrench.  The sledgehammer should
almost always be the last tool out of the tool shed.
Unfortunately, journalism efforts often aren't focused
at fixing problems but are directed towards attracting
attention.
JKG
(sipping Java, roasted on a PI, and brewed in
a Sunbeam vac pot)
(snip)
<Snip>
it was
<Snip>
blend we
<Snip>
was
<Snip>
this so
<Snip>
Gold
<Snip>
because
<Snip>
and
<Snip>
and I
<Snip>
filled
<Snip>
bag,
<Snip>
(snip)
<Snip>
fairness,
<Snip>
chance at
<Snip>
bother
<Snip>
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<Snip>
snp ..
Well, thanks! While I still cant really explain it or if many people
received non-MG, the main point is to get people the item they ordered. I
am going to try to get those pictures up tonite to help identify it. Maria
and I feel that even if you used and perhaps enjoyed somethign that was
non-MG, we should send you MG. So take a look when I get the pictures up...
<Snip>
Well, I have to confess this: SM might have made a mistake, its not  a
crime or a moral misgiving but it needs to be remedied. But I cannot
believe that the way this came to light was handled with respect for SM. It
was indecent, and the implied message was always that there was some great
lie being propagated. I found it really offensive, and it sort of blinded
me a bit from accepting the information openly. I misunderstood, thinking
the debate was about the content of the true MG blend, not that someone had
received non-MG in a bag labeled MG. So I am guilty of being too proud and
defensive. I really dont blame george for it either: I should have noticed.
But as for the error, the wierd blend, Its nothing but a accident that I
didnt catch. At this point there are 3 people that  probably received the
blend but in my mind there must be at least 30 (so far it would appear he
did it 2x and each batch would be 15-20 lbs).
Tom
<Snip>
                  "Great coffee comes from tiny roasters"
           Sweet Maria's Home Coffee Roasting  -  Tom & Maria
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JKG wrote:
<Snip>
As another small business owner I agree!
My first order from Tom included a pre order
of the HWP.  Then like many I had a lot of
trouble with it, in fact all in all I had
to have it replaced by HW three times.  In
that, I kept Tom up to date on what was going
on, just so he would know.  I got an email at
one point, out of the clear blue, asking me if
I would like to return it.
Then, almost a full year after I purchased the
original HWP I decided to purchase an ALP.  When
Tom got the order he sent me another email asking
me if I'd like to trade the HWP in for advance
credit on that order.  I had no intention of
returning the HWP but Tom's offer demonstrated to
me that he is definitely a stand-up retailer that
believes in quality service.
Every small business can make mistakes but few offer
to rectify them.
ciao
jeff
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Tom, I have been a customer for about three years now and I have always
trusted you and your business. This is going to happen anytime that you are
dealing with the public. I will say it this way,  you will never be able to
satisfy everyone.
You still have me backing you 110 percent.
Bruce Multhup
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Tom & Maria,
  As a former small-business owner myself, I think I understand what you are
going through.
  I agree with you that the level of discourse on this topic was
inappropriate and that, in plain english, you have been  slimed on
alt.coffee.
  I admire the way you have handled this situation and hopefully this issue
can be laid to rest once and for all (though the Internet sure has a way of
producing amazing longevity).
  I have really enjoyed being a customer of SM and look forward to many more
years of great espresso,  thanks to you!
Sincerely,
Jim Friedlander
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I haven't posted on this thread, either here or on alt.coffee. My thoughts 
have been much more eloquently phrased by others, and netiquette frowns on 
"me, too" posts.
But maybe this is a little more serious - a man's reputation, and 
potentially his livelihood, have been threatened.  Therefore, I want to add 
my voice to those supporting Tom, even at the risk of a breach of netiquette.
I've been a customer of Tom's for nearly two years now.  In that time, I've 
considered Sweet Maria's a model business with which to do business.  With 
the one item I had trouble, the Solis 166 grinder, I e-mailed Tom.  He 
replied promptly (within a few hours).  In his reply, he gave me the phone 
number for the distributor,  to see if they could resolve the problem, and 
assured me that returning the grinder was also an option, if I preferred.
Do you folks remember the thread we had here a while back about how the 
plastic bags the coffee was shipped in sometimes opened in transit?  I 
noted in my next order that Tom had started heat sealing all the packages 
to insure this would no longer happen.This is a man who listens to his 
customers.
Therefore both personally, and by reading the posts of others over the past 
two years, I can attest to Tom's honesty and integrity.  Errors can, and 
do, occur in any business.  That's to be expected.  What really tells, 
though, is what a company will do when a problem occurs. And it's my 
experience and observation that Sweet Maria's is second to none in their 
desire to have satisfied customers.  If I had received a pound of coffee 
that I considered incorrect, I would have e-mailed Tom, and I have 100% 
confidence that he would have replaced the coffee the same day.  End of story.
So before my "me, too" posts drones on too long, let me clearly state that 
I am a completely satisfied Sweet Maria's customer, and will continue to be 
a Sweet Maria's customer in the future.
Seth Goodman
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I think that all we need to say is:
WE LOVE YOU, MAN!!!
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<Snip>
And guess what? This is pretty much what Randy posted on alt.coffee. 
Ciao,
             Renaud Dreyer
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And even fewer go looking for any other incidents of the mistake to correct
them even where there were no complaints. Tom and Maria are, by far, my
favorite online merchants. And that is with hundreds of purchases from large
and small businesses selling all manner of goods and services. It is always
a pleasure to deal with honorable, friendly and concerned people. The fact
that the free services (cupping reviews, this list, personal responses by
email from the owner, etc.) are enormously valuable makes the reasonable
prices and careful selection of product all the more attractive.
{And if this is considered a me too post, so be it. I am prepared to take my
lashes.}

 
<Snip>
Well, even a**holes and broken clocks can be occasionally correct.  This is 
different from being "vindicated," as I'm sure most people realize (and I 
assume this has been pointed out to dandy Randy on alt.coffee).  Even had 
all his claims been absolutely 100% right on - and they were NOT with 
respect to the insinuation of evil intent - his very public response to the 
perceived or actual sleight was 100% wrong.
If he's satisfied with himself and his results, that probably makes a grand 
total of only one person who is.  And that one person has blown his 
credibility as a mature adult with most of the coffee roasting and drinking 
aficionados who frequent this list and alt.coffee.
Anyone who's been on the Internet for any length of time has seen lots of 
these petulant and childish tin Napoleons come and go.  Randy too shall 
pass, like a painful kidney stone.
-- garyZ
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"Me Too!"
Regards - Thom

True business professionals will go to the source first before making it
public. And they should allow the source to be the first to make it public,
if neccessary. Unless, of course, one is so insecure they feel better by
making someone else look bad. Posting on Alt.coffee and here prematurely was
just poor judgement.
steve
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I, too, have only the greatest respect for how Tom handled this affair.  It had
to take a great deal of restraint to resist responding to the outrageous
insinuations being made against him.  Although I always enjoyed Randy's posts in
the past, I've not been able to read them since this thing started.
Regarding the traditional blend - you won't be dissapointed.  I thoroughly enjoy
it - nice flavor, good appearance, lots of crema, easy to roast...
- al r.
Simpson wrote:
<Snip>
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As a small business owner too, I can tell you it is difficult to admit to a
mistake AND most just do not do it.  There is NO way many of us would ever
have KNOWN of this rather trivial mix-up.
It is easy to judge a company by how they handle a problem and I have to
tell you Tom is a STAND-UP GUY.
The only problem is his setting the bar too high for the rest of us.
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I have read the responses to the "recall", and let me tell you I REALLY
appreciate your empathy. Nobody likes to be wrong, and I am stubborn like a
lot of people are... and when I put it all aside, Randy or anything else
doesnt really matter at all. The main point is to rectify things ...
Please dont make me feel like I am making a grandoise gesture in offering
to replace anything we sent out that was incorrect: ***Please take me up on
the offer***http://www.sweetmarias.com/malabar.gold.html.If you look at the pictures and think you might have received the wrong
blend, let us replace it. We dont need anyone to send any samples (hmm...
maybe I shouldnt have named it a "recall"), and I am willing to accept your
memory of what a blend looked like: if you had ordered it before and one
shipment you received between Nov and Feb didnt look the same ...Thats good
enough for me!
I have lots of Malabar Gold, and while a 3 person business couldnt afford
to send you all a Solis SL-90 (maybe next time!), we CAN afford to send you
the right coffee.
If you are hell-bent on being nice, you can mention it in an email sent the
next time you order. This offer has no expiration, an we are going to
replace the full amount you ordered: 1 lb or 20 lbs. no matter...
Thanks again for your kindness!
Tom
                  "Great coffee comes from tiny roasters"
           Sweet Maria's Home Coffee Roasting  -  Tom & Maria
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While there are many people who keep business with SM for loyalty and
appreciation of honest customer service, I would like to order from SM
in the future again mostly for the superior quality and selection of
green coffee, rather than, or perhaps in addition to, loyalty. Although
it is very nice to see SM's attempt to fix past order mixup, I definitely
do not want them to lose money to go out of business, and hope it is my
useless thought to worry about such a thing....
Ryuji
--
Ryuji Suzuki
"I'll play it first & tell you what it is later." (Miles Davis)
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At 05:16 AM 6/14/2001, you wrote:
<Snip>
As a small business owner myself, I concur, even more than you could guess :-)
I can also add it is extremely frustrating - to know that, even though some 
things can occur out of your control, ultimately, you (the owner) are the 
one responsible. It *is* the responsible business owner who in fact 
recognizes this, and if there is any shadow of a doubt, strives to make 
amends when a "situation" arises.
Applause to Tom.
Mark Prince
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At 08:17 PM 6/14/2001, you wrote:
<Snip>
So what about us guys who mention you and your site in national radio 
interviews and in big city newspapers? :-) :-)
Oh... wait. I haven't ordered MBG since I tried Dr. Josh' sample he sent me 
almost 3 years ago..... damn.
Mark Prince
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