“Firstly the customer service is great. The tea is wonderful, full-flavoured with a rich and satisfying taste. Every sip is smooth, aromatic, and packed with depth, making it both refreshing and comforting at the same time.”
“Zen Green Tea is amazing! No bitterness. Smooth flavour. I suffer from anxiety and matcha not only doesn't exacerbate any potential anxiety but it actually makes me super chill. I get incredible night sleeps too when I drink matcha đź’«”
“I stumbled upon ZEN green tea when I was looking for authentic green tea without any additives and not in tea bags. The service was excellent and delivered within a short period. I’m enjoying my beverage and will buy more once l finish this one”
“My wife and I have been using Matcha Tea from this supplier. We are enjoying the benefits of drinking this beautiful product and are extremely happy with the level of customer service provided.”
“After following up with the company twice for my recent order and 3 weeks after my original order was placed they advised Aus post had lost it. So I originally requested to have the order re sent until I was advised that would take possibly more then another 7 days. Over a month for an order of green tea and basically all they said was oh sorry it got lost. Will never bother to order again.”
Hi Elisa,
We've just sent you a personal email to apologise and ask for the chance to make this right — it's clear we didn't deliver the level of service we hold ourselves to on this occasion.
Looking into what happened, we did dispatch your order the day after it was placed, but Australia Post took an extended time in transit and then ultimately delivered it to the wrong address, so the order was lost. We offered to reship free of charge or refund in full, but because you were moving house within the week we couldn't guarantee a replacement would arrive in time, so you opted for the full refund.
In hindsight, we should have offered to reship with express shipping, which may have arrived before your move. That's on us and we're genuinely sorry we didn't think of it sooner.
We hope you'll see our email — we'd love another chance to get this right for you.
Warmest regards,
Erin
Timeline for context:
May 22 — Order placed
May 23 — Order dispatched
Jun 2 — You followed up; tracking showed still in transit
Jun 7 — You followed up again; still not arrived
Jun 8 — We checked tracking — delivered to a wrong address by Australia Post. Reship or full refund offered
Jun 9 — Full refund issued
“Bad customer service. I ordered Premium Grade Matcha Tea Powder (60g - One Month Supply) since 23rd of April 2023. I didn’t receive tracking number for my order and I haven’t received my order yet.”
Hi Wararat,
We are so sorry for what happened with your order. The issue was your order was shipped without tracking so you didn't have visibility over the order when it was lost by Australia Post.
Since your order, we've made an important change — all orders are now sent with full tracking as standard, giving every customer clear visibility from dispatch to delivery. Your feedback helped us make that happen.
We've reached out to you directly via email as we'd love the opportunity to make this right. We hope to hear from you.
Warmest regards,
Erin
Zen Green Tea
“I absolutely loved this matcha, but unfortunately it does not live up to the “makes 60 cups” claim.. when I got my package- the bag was only half filled and it was finished within three weeks - definitely less than 60 cups!”
Thanks so much for your review. I'm glad you liked our matcha.
Regarding the cup guideline- we based the 60 cups claim based on a 1/2 a teaspoon (1 gram) serve. There is a big range in how people like to prepare matcha. Some like it as a hot tea which is about a 1 gram serve, others make a large latte which can use anywhere from 2-4 grams depending on the strength.
Our matcha is one of the most affordable premium matcha's in Australia per gram, and if you order 6 packets at a time then you get a large saving to help make your matcha even more affordable.
Thanks so much,
Erin
“Really good quality and authentic green tea with nice balance between sweet and bitter taste. I enjoy making lattes with it with a simple combination of Manuka honey, milk and the matcha powder and blend with a blender. Tastes just like the ones you would get from a cafe. Can’t want to try making nama
Chocolate with the powder.”
