Now THAT is customer service.
AreteAndWhimsy
Posts: 150 Member
Two days ago I bought some flavoured coffee from a New Zealand based roaster, but it had 3.1 carbs listed for an 8g serving. Their unflavoured coffees do not list any carbs, for the record. I contacted their customer service department to determine where the carbs were coming from, because while it did not taste sweet, it does make my mouth feel a tad bit strange and I wanted to make sure that I wasn't going to be consuming alcohol sugars or artificial sweeteners if they were included under the legal threshold of labelling.
I know that flavoured coffee often uses alcohol as a carrier for flavourings during the roasting process, and that the majority of it evaporates off during processing, leaving the flavours behind, but I was hoping that they could help me narrow down what sort of alcohol they were using.
I honestly wasn't expecting much by way of a reply, but about 36 hours later, I received this:
They've checked with the flavouring suppliers AND are consulting with their Product Development Technologist to determine evaporation percentages. That cracks me up. But I really appreciate the fact that they are checking!
For the record, both types of alcohol are (relatively) safe for me to have as neither are classed as a polyol, the type that I react to.
Now the real question is if I can use it 1:1 in exchange for my usual coffee. I am not counting carbs in my regular coffee, and if I counted carbs as listed on the package for this coffee by weight it would be almost 10g of carbohydrates per cup because I'm making three shots of espresso. That's half my daily allotment of carbs and I'll often have more than one cup of regular coffee a day, and they do not seem to be negatively affecting my cravings or weight loss. Should I be counting my regular coffees? Should I discount these new coffees? Will it make a big difference? Will it change my cravings? These are all questions that remain to be seen.
I know that flavoured coffee often uses alcohol as a carrier for flavourings during the roasting process, and that the majority of it evaporates off during processing, leaving the flavours behind, but I was hoping that they could help me narrow down what sort of alcohol they were using.
I honestly wasn't expecting much by way of a reply, but about 36 hours later, I received this:
Dear AreteAndWhimsy,
Thank you for your enquiry about Robert Harris Hazelnut Coffee 200g.
Based on the information provided by our suppliers there are no artificial sweeteners or alcohol sugars in Robert Harris Hazelnut Multigrind Coffee 200g.
Some of the flavours do contain a very small amount of ethanol <0.5% and propylene glycol <0.5%. I am confirming how much of these are evaporated during the manufacturing process with our Product Development Technologist, and will get back to you as soon as possible.
Please be advised that the small amount of carbohydrate found in this product, is from the coffee beans.
For any questions in the meantime, please contact us on 0800 765 765.
They've checked with the flavouring suppliers AND are consulting with their Product Development Technologist to determine evaporation percentages. That cracks me up. But I really appreciate the fact that they are checking!
For the record, both types of alcohol are (relatively) safe for me to have as neither are classed as a polyol, the type that I react to.
Now the real question is if I can use it 1:1 in exchange for my usual coffee. I am not counting carbs in my regular coffee, and if I counted carbs as listed on the package for this coffee by weight it would be almost 10g of carbohydrates per cup because I'm making three shots of espresso. That's half my daily allotment of carbs and I'll often have more than one cup of regular coffee a day, and they do not seem to be negatively affecting my cravings or weight loss. Should I be counting my regular coffees? Should I discount these new coffees? Will it make a big difference? Will it change my cravings? These are all questions that remain to be seen.
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Replies
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Wow! I'm not sure you should count it. I mean you are not exactly EATING the coffee beans - whatever carbs there are surely end up in the grounds???0
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That's fantastic. So good to know that customer service (and care!) is not dead.0
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You usually get some grounds in your coffee, even if they are quite small, and they are largely fiber. The carbs are counted from a standard brewed cup of coffee, not the beans themselves. There are also oils from the beans, and some other things, but I'm not sure. It's been very difficult to get an accurate picture of exactly what's going on with coffee, and there's a slightly different profile between espresso and immersion/drip brew because of the different preparation method. So yeah, I think I'm just going to have to self-monitor and see how it affects me.0
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heart warming - and the fact that you're telling us shows that good customer service works as advertising as well!
even if i will never buy coffee beans (because I don't drink coffee) and am only in NZ once a decade!0 -
Wow. That is awesome customer service. I wish more businesses would go so far!0
This discussion has been closed.