Poor customer service. Been trying to contact them for days and no response. And this is support to MAKE A PURCHASE. I guess they don’t really care for the business. Disappointing.
Stacie DaPonte
I placed an order on their website for beans on Monday morning. I'm visiting my parents in Hamilton and figured I would order from a local supplier. It's now Thursday, I've already since left Hamilton and still haven't even recieved an order confirmation email. I sent 2 emails this week asking for a cancel and refund of the order and still have not heard anything back. I just filled out the contact form on their website today. It's been 4 days and no communications, no beans. How does one operate a business like this? Hopefully this review gets someone's attention before I take it up with my credit card company for a refund.
Mr Panda
Honestly I think many of their coffees are great, and buy it from my local shop often. I wanted to try ordering from their online shop, and the experience is really not up to par with their coffee. I ordered coffee on aug 21 which is being delivered on sep 6. This is ridiculous.
H. L.
Not cheap but great coffee. However, plan for slow processing of your order since they say they have a 5-10 business day turnaround for roasting & then they have to package and ship it after that.. so make sure you are still well stocked for your coffee fix (I'm not and I'm waiting). If there's a sale (which they have often), expect it to take over 2 weeks before you get your order. It's been 2 weeks for me and they still haven't even shipped my order yet, though I got an email on day 10 saying that it was being roasted and would go out soon. If you subscribe though, order is predictable since it's always on the dates you set. I get that it's a small scale place but with the volume of orders they seem to be getting now, something needs to expand: their staff and/or the machinery.
Keith C
Variety of beans from blends available year-round to unique single origin offerings. Many of them are on the darker end of medium. I have ordered from them many times over a few years and always frustrated at the processing / shipping time. In my experience, they take about 8-10 business days (Usually longer if they have a big sale) and another 4-5 business days to pack and ship it through a private carrier. That means from the time of ordering, it takes about 3 weeks to arrive in my home in North York.
Winston Bharat
Very good roaster on par with some of the other specialty coffee roasters in Ontario with a nice variety of single origins and varied selections.
Experience would be better with faster turnaround times which other places offer. 5-10 days is probably out of keeping with peer roasters; I've received orders same day from GTA roasters and to Ontario in less time even from from B.C. roasters like 49th.
Wesley Luu
Ordered 5 lbs bag of coffee beans and they tasted sour. Tried pour-over method as well as espresso brew. Both tasted sour. Tried to contact Detour customer support but no reply. Would not recommend to buy beans from them again.
Food: 1
Service: 1
Clara Wu
Hands down the best roaster in Ontario! My go-to beans for both espresso and filter. Recently had to expedite an order as gifts for friends and family and they were quick to respond, roast and deliver! Amazing service and will always be my #1 choice.
Thank you again to the Detour Coffee team! P.S. huge fan of your site, newsletters and graphics from a fellow designer 🫶🏻
Atmosphere: 5
Food: 5
Service: 5
Blake
Had an issue with an wrong order and they worked to find a solution for me
Julie G
First time ordering coffee beans from Detour and it will be the last.
Very deceitful company.
I placed an order Dec 16, I didn't need it for Christmas but for a Birthday gift on Jan 4 so it felt like that would be sufficient time considering they advertised shipping in 7-10 business days.
Weeks go by and it's not until I email their customer service that they tell me if you ordered after December 11, those orders won't ship until the new year. It did not ship until Jan 8.
I spent a lot of time on the website choosing my products and no where did I see this hiatus in production mentioned. It also was not mentioned anywhere on the confirmation email (said 7-10 days).
This change should have broadcasted on their website in order to not mislead customers, especially considering it was the holiday season and many people were looking for gifts.
If you are considering trying Detour, please think twice!
I order beans online and have them shipped. The beans are amazing. It's a bit pricey, but the beans are amazing, and they have regular sales. Sometimes orders take a while to be processed (I've never waited longer than they warn about, which is up to 2w), but the beans are amazing. They use shippers that don't deliver to PO boxes, which I'd prefer, but the beans are amazing. I've had excellent customer service when I reached out about orders in progress. A++ beans, will order again.
Boop Boop
As other reviewers have mentioned, the service & shipment time have fallen off a lot. For reference, these past few months, it typically now takes two to three weeks to receive my order. In previous years, it was 3 to 5 business days.
That said, I have to now somehow be able to know exactly when I'm going to run out of coffee, weeks in advance, and hope that my next order arrives before I run out.
If I reach out via e-mail (since I can't find a phone number to call), I get snarky replies from customer service, or simply NO REPLY at all when I'm only (KINDLY and rightfully) asking for an update on my order.
I'm so disappointed. I love the product, but if they can't follow through on their promises, and they're being rude to boot, they should be putting in place limited releases to the public. IE, only sell what you can fulfill within the specified time-frame on your website. You are over promising and under delivering on your shipping times, and it's leading to disappointed customers.
Service: 1
Kelly Nelson
As other reviewers have mentioned, the service & shipment time have fallen off a lot. For reference, these past few months, it typically now takes two to three weeks to receive my order. In previous years, it was 3 to 5 business days.
That said, I have to now somehow be able to know exactly when I'm going to run out of coffee, weeks in advance, and hope that my next order arrives before I run out.
If I reach out via e-mail (since I can't find a phone number to call), I get snarky replies from customer service, or simply NO REPLY at all when I'm only (KINDLY and rightfully) asking for an update on my order.
I'm so disappointed. I love the product, but if they can't follow through on their promises, and they're being rude to boot, they should be putting in place limited releases to the public. IE, only sell what you can fulfill within the specified time-frame on your website. You are over promising and under delivering on your shipping times, and it's leading to disappointed customers.
D P
I placed an order **over 15 days ago** during their Labor Day deal, and it still hasn’t shipped. Meanwhile, I keep getting emails about new deals while my order is still unfulfilled. It’s frustrating to have no updates, and promoting more sales while orders are delayed isn’t a good look.
Service: 1
Ryan M
12 business days before my coffee will ship? 3 weeks to get from day of order placed? What the hell, Detour? Get your business together.
Poor customer service. Been trying to contact them for days and no response. And this is support to MAKE A PURCHASE. I guess they don’t really care for the business. Disappointing.
I placed an order on their website for beans on Monday morning. I'm visiting my parents in Hamilton and figured I would order from a local supplier. It's now Thursday, I've already since left Hamilton and still haven't even recieved an order confirmation email. I sent 2 emails this week asking for a cancel and refund of the order and still have not heard anything back. I just filled out the contact form on their website today. It's been 4 days and no communications, no beans. How does one operate a business like this? Hopefully this review gets someone's attention before I take it up with my credit card company for a refund.
Honestly I think many of their coffees are great, and buy it from my local shop often. I wanted to try ordering from their online shop, and the experience is really not up to par with their coffee. I ordered coffee on aug 21 which is being delivered on sep 6. This is ridiculous.
Not cheap but great coffee. However, plan for slow processing of your order since they say they have a 5-10 business day turnaround for roasting & then they have to package and ship it after that.. so make sure you are still well stocked for your coffee fix (I'm not and I'm waiting). If there's a sale (which they have often), expect it to take over 2 weeks before you get your order. It's been 2 weeks for me and they still haven't even shipped my order yet, though I got an email on day 10 saying that it was being roasted and would go out soon. If you subscribe though, order is predictable since it's always on the dates you set. I get that it's a small scale place but with the volume of orders they seem to be getting now, something needs to expand: their staff and/or the machinery.
Variety of beans from blends available year-round to unique single origin offerings. Many of them are on the darker end of medium. I have ordered from them many times over a few years and always frustrated at the processing / shipping time. In my experience, they take about 8-10 business days (Usually longer if they have a big sale) and another 4-5 business days to pack and ship it through a private carrier. That means from the time of ordering, it takes about 3 weeks to arrive in my home in North York.
Very good roaster on par with some of the other specialty coffee roasters in Ontario with a nice variety of single origins and varied selections.
Experience would be better with faster turnaround times which other places offer. 5-10 days is probably out of keeping with peer roasters; I've received orders same day from GTA roasters and to Ontario in less time even from from B.C. roasters like 49th.
Ordered 5 lbs bag of coffee beans and they tasted sour. Tried pour-over method as well as espresso brew. Both tasted sour. Tried to contact Detour customer support but no reply. Would not recommend to buy beans from them again.
Food: 1
Service: 1
Hands down the best roaster in Ontario! My go-to beans for both espresso and filter. Recently had to expedite an order as gifts for friends and family and they were quick to respond, roast and deliver! Amazing service and will always be my #1 choice.
Thank you again to the Detour Coffee team! P.S. huge fan of your site, newsletters and graphics from a fellow designer 🫶🏻
Atmosphere: 5
Food: 5
Service: 5
Had an issue with an wrong order and they worked to find a solution for me
First time ordering coffee beans from Detour and it will be the last.
Very deceitful company.
I placed an order Dec 16, I didn't need it for Christmas but for a Birthday gift on Jan 4 so it felt like that would be sufficient time considering they advertised shipping in 7-10 business days.
Weeks go by and it's not until I email their customer service that they tell me if you ordered after December 11, those orders won't ship until the new year. It did not ship until Jan 8.
I spent a lot of time on the website choosing my products and no where did I see this hiatus in production mentioned. It also was not mentioned anywhere on the confirmation email (said 7-10 days).
This change should have broadcasted on their website in order to not mislead customers, especially considering it was the holiday season and many people were looking for gifts.
If you are considering trying Detour, please think twice!
Restaurantji Recommends
I order beans online and have them shipped. The beans are amazing. It's a bit pricey, but the beans are amazing, and they have regular sales. Sometimes orders take a while to be processed (I've never waited longer than they warn about, which is up to 2w), but the beans are amazing. They use shippers that don't deliver to PO boxes, which I'd prefer, but the beans are amazing. I've had excellent customer service when I reached out about orders in progress. A++ beans, will order again.
As other reviewers have mentioned, the service & shipment time have fallen off a lot. For reference, these past few months, it typically now takes two to three weeks to receive my order. In previous years, it was 3 to 5 business days.
That said, I have to now somehow be able to know exactly when I'm going to run out of coffee, weeks in advance, and hope that my next order arrives before I run out.
If I reach out via e-mail (since I can't find a phone number to call), I get snarky replies from customer service, or simply NO REPLY at all when I'm only (KINDLY and rightfully) asking for an update on my order.
I'm so disappointed. I love the product, but if they can't follow through on their promises, and they're being rude to boot, they should be putting in place limited releases to the public. IE, only sell what you can fulfill within the specified time-frame on your website. You are over promising and under delivering on your shipping times, and it's leading to disappointed customers.
Service: 1
As other reviewers have mentioned, the service & shipment time have fallen off a lot. For reference, these past few months, it typically now takes two to three weeks to receive my order. In previous years, it was 3 to 5 business days.
That said, I have to now somehow be able to know exactly when I'm going to run out of coffee, weeks in advance, and hope that my next order arrives before I run out.
If I reach out via e-mail (since I can't find a phone number to call), I get snarky replies from customer service, or simply NO REPLY at all when I'm only (KINDLY and rightfully) asking for an update on my order.
I'm so disappointed. I love the product, but if they can't follow through on their promises, and they're being rude to boot, they should be putting in place limited releases to the public. IE, only sell what you can fulfill within the specified time-frame on your website. You are over promising and under delivering on your shipping times, and it's leading to disappointed customers.
I placed an order **over 15 days ago** during their Labor Day deal, and it still hasn’t shipped. Meanwhile, I keep getting emails about new deals while my order is still unfulfilled. It’s frustrating to have no updates, and promoting more sales while orders are delayed isn’t a good look.
Service: 1
12 business days before my coffee will ship? 3 weeks to get from day of order placed? What the hell, Detour? Get your business together.
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