Feedback Regarding Inconsistent Experience at Seattle Coffee – Queenstown/Astron Location

To Whom It May Concern,

I hope this message finds you well.

I understand that the subject line may sound serious, but I am writing to you out of genuine appreciation for your brand and with the intent to provide constructive feedback to help uphold the exceptional standards I’ve come to love and expect from Seattle Coffee Co.

As a long-time and loyal supporter of your brand, I am constantly impressed by the consistent quality and taste of your coffee, no matter the location. Whether it’s a full store, a service station kiosk, or a pop-up coffee cart in Pretoria or Johannesburg, I always know exactly what to expect—and I am never disappointed. This consistency has built a deep sense of trust and loyalty, one that feels very much like a relationship with a brand I truly value.

It’s from this place of loyalty that I feel compelled to share a recent experience that was unfortunately far below the standard I’ve come to associate with Seattle Coffee.

This past weekend, my family and I drove from Johannesburg to Queenstown (Komani)—our first road trip of that distance. Along the way, I was actively looking for a Seattle Coffee stop, excited for the comfort of a great cup. Sadly, I noted that there are very few (if any) Seattle Coffee locations along this route, which I believe is a missed opportunity given the high volume of road travelers. This in itself may be worth exploring further.

Eventually, upon arriving in Queenstown, I was thrilled to spot a Seattle Coffee outlet at the Astron service station as you enter the town. I immediately ordered our usuals: a tall extra-hot latte for myself, and a grande cappuccino for my friend, along with a hot chocolate for my daughter. Unfortunately, the experience was deeply disappointing.

The coffee tasted completely off and lacked the richness and quality I am accustomed to.

It appeared they were using regular long-life pasteurized C***** full-cream milk rather than the premium, creamy milk typically used at your outlets.

The hot chocolate was watery, lacking the creaminess and froth that my daughter always enjoys.

The staff were disengaged, and the individual preparing our order came across as unprofessional and disinterested—his attitude reflected in the quality of the beverages.

This experience was disheartening and, frankly, unrecognizable as a Seattle Coffee standard.

I share this not to complain, but to bring your attention to a location that does not reflect the quality, care, and customer experience that your brand is known for. I respectfully urge you to review the operations of this particular store to ensure they are adhering to Seattle Coffee’s standards—both in terms of ingredients and service delivery.

Despite this one poor experience, my loyalty to Seattle Coffee remains strong. I am happy to be back home where I know the standard will once again be what I’ve come to expect. However, I believe it’s important to protect the brand’s reputation, especially in high-traffic towns like Queenstown, where travelers form impressions that could impact your broader consumer base.

Thank you for taking the time to read my feedback. I share it in the spirit of helping a brand I truly love continue to be the best it can be.

Warm regards, Babalwa Mlanjeni

PS. i have also sent you an email on *** and shared my contact details there.