Customers outraged on social media over Nescafe new range

Heated discussions are likely to take place over a cup of coffee, but Nescafe is facing the brunt of its most loyal customers over the coffee itself. The company launched 14 new flavours ranging from strong cappuccino to white chocolate mocha in July, which seem to have disappointed dozens of coffee drinkers to no bounds. Nescafe has since been facing strong criticisms from displeased coffee fans on the social media.

“Nescafé what have you done with you strong cappuccino blend?” posted Susan Dalkie on the Nescafe Facebook page. I have now bought 4 boxes of the stuff to find a decent batch but it would seem you have changed the blend and the taste is terrible! I have been a loyal customer for years buying your coffee. I regret to tell you you have just lost one loyal customer!” She also said that she would not buy their coffee unless they change it back to the original recipe. Not only Dalkie, but a large number of customers took to social networking sites to express their grievances against the company’s move to change the recipe.

In its struggle to deal with the outrage, Nescafe has blocked some of the most vocal customers from their Facebook page. Tabatha Voss said she has been blocked from commenting on Nescafe’s Facebook page and her earlier posts have also been deleted.

"There were literally hundreds of complaints from people about the new taste and a whole lot of those comments have vanished," she was quoted by the Fairfax Media as saying.

The company has requested others to calm down and asked another woman to stop posting an image that urged the company to bring back the old product. "While we really appreciate your passion for our NESCAFÉ Café Menu Range we ask that you please stop posting this image as it breaks our house rules," the Nescafé account wrote.

A spokesperson for Nestle Australia, which comes under Nescafe, said that the new range was introduced after customer feedback that sought for a creamier texture for their coffee. “We then extensively tested it with our consumers, who preferred the new taste," she said. However, she could not provide any more detail on how else the new range is different from the old product.

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