Your NESCAFÉ coffee should taste and smell delicious!

We understand how concerning it can be if the aroma is off.  We want to assure you that the quality and safety of all our products continues to be our top priority. 

Allow us to explain what may have happened. All coffee contains coffee oil, which contains coffee aroma. Sometimes our consumers, especially those that are more perceptive to aromas might find certain jars of coffee to smell or taste differently than expected due to the intensity of the aroma. 

During the brewing process, we aim to strike a balance in the level of aroma, however, the natural coffee oil and aroma may not be evenly distributed across the batch of coffee. When this happens, we may experience spot occurrences of high levels of coffee aroma in some batches of our instant coffee that some consumers may describe as smelling chemical or like petroleum. 

We want to assure your that we have various measures in place to ensure coffee batches are consistently produced. There are no chemicals in the product and having a concentrated aroma poses no safety or health risks. The factory adheres to Good Manufacturing Practices to ensure products are consistently produced and controlled using continuous monitoring, hourly checks & visual inspection on lines. The quality control checks include but are not limited to the inspection of all raw ingredients, packaging tests and taste tests during and after production. 

We understand this may not be the experience you were expecting. We’d love to hear from you to work on improvements and bring this to the awareness of our Quality Assurance team.  

Please provide as many details as possible:   

• UPC (Bar Code)  
• Manufacturing code (series of numbers)  
• Best Before date  
• Store name and location of purchase   
• Photo