Complaint Management
At Torrefactory, we strive for excellence, whether it's in roasting our coffee or providing top-notch technical support. However, we're only human, and mistakes can happen. Your feedback is essential for us to improve.
Important: This page is exclusively dedicated to the submission of formal complaints by stakeholders regarding the quality of our products, a malfunction of our technical service, or inappropriate behavior by an employee.
Need help? For any questions regarding an ongoing order, a delivery issue, or standard technical support, please visit our Customer Support page.
Note: We reserve the right not to act on reports deemed abusive, defamatory or manifestly false.
To ensure efficient processing, we have categorized acceptable grounds for complaint (non-exhaustive list). If your situation relates to one of the following points, please complete the form:
☕ Coffee Quality & Products
- Organoleptic defect: Abnormal taste profile, persistent roasting problem on a specific batch.
- Packaging integrity: Unsealed bag, defective degassing valve, labeling error.
- Food safety: Presence of foreign bodies or suspected contamination.
🛠️ Technical Service & Maintenance
- Quality of intervention: Incomplete repair, recurring breakdown after a technician's visit.
- Service delays: Blatant failure to meet maintenance or installation commitments.
- Equipment safety: Dangerous malfunction of a machine supplied or maintained by us.
👤 Ethics & Professional Conduct
- Employee attitude: Disrespectful behavior, inappropriate language, or discrimination during an interaction.
- Business practices: Lack of transparency, false advertising or breach of confidentiality.
- Environmental/Social Impact: Reporting of an incident related to our B Corp commitments (e.g., inappropriate waste management during maintenance).
🌱 Our environmental and social impacts
Our reporting procedure is open to all stakeholders interacting with Torrefactory. This includes, but is not limited to:
- Our clients: Individuals, offices or hospitality establishments using our products and services.
- Our partners: Suppliers, distributors or logistics providers.
- Community members: Anyone who witnesses behavior contrary to our company values or ethical commitments.
For the following situations, please use our Customer Support page to receive an immediate response:
- Tracking a parcel or delay in logistics delivery (carrier).
- Request for a tutorial on how to use a machine.
- Modifying a subscription or an invoice.
The Process of Your Complaint
We treat every report with seriousness and impartiality. Here's how we proceed:
Reception and Analysis
Your complaint has been received by our Customer Support Manager, who will analyze the facts and contact you within 2 days if additional information (photos, batch numbers, dates) is required.
Internal Investigation
Once the file is complete, it is forwarded to the relevant department (Production, Technical or Management). An internal investigation is then conducted to understand the origin of the problem.
Resolution and closure
Once the investigation is complete, we will inform you of the decision. If the complaint is found to be valid, a corrective measure or compensation may be offered.
Your complaint
Please provide as much information as possible to allow us to launch an internal investigation.
All details will be treated confidentially and will only be shared with those involved in resolving your complaint.
All stakeholders can express their concerns without fear of reprisal. We guarantee that no adverse action will be taken against anyone for the good faith use of this appeal procedure.
