1. IS SENSEO® ROAST AND GROUND COFFEE?

SENSEO® Original, Moments & Origin ranges are 100% Roast and ground coffee. When you open your SENSEO® coffee pack, take a moment to savour the aroma of real ground coffee

2. WHAT IS THE CREMA COFFEE LAYER?

The unique brewing method produces a crema coffee layer. This is not made of cream, but it is the secret of the SENSEO® taste. It forms a lid over the coffee and locks in the delicious taste and fine aroma for you to enjoy.  This feature is included with the Senseo machine made by Philips.

3. HOW MUCH MILK SHOULD I USE?

If you take milk, try it with just a dash. You’ll be surprised how little you need. Heat the milk up so it doesn’t cool your coffee.

4. DO YOU OFFER CONTINENTAL STYLE COFFEES?

Our Original, Moments, and Origin ranges offer a European style cup of coffee. 

5. CAN I REUSE A COFFEE POD TO MAKE A SECOND CUP OF COFFEE?

We do not recommend this. The second cup of coffee will be rather weak. Also make sure the lid is closed properly, and do not press the 2-cup button if you want to brew only one cup.

6. CAN I FILL TWO CUPS?

If you feel like having two cups, put two cups on the machine and pop in two Coffee pods.

7. WHY IS MY COFFEE NOT BOILING HOT?

SENSEO® prepares your coffee up to 180ºF which is the ideal temperature for brewing coffee. This also allows you to enjoy your freshly brewed coffee straight away. If you still feel it's too cold you could rinse the cup or mug with hot water a couple of times so it doesn't cool the coffee down.

8. WHAT IS THE DIFFERENCE BETWEEN MY SENSEO® COFFEE AND AN ESPRESSO?

SENSEO® coffee doesn't brew an espresso coffee. Espresso is a strong coffee brewed by quickly forcing hot water or steam through darkly roasted, finely ground, coffee beans. SENSEO® coffee grounds are not as finely ground. The mode of filtration is also different which is why the taste of Douwe Egberts SENSEO® coffee is closer to filtered coffee.

9. WHAT IS THE SHELF LIFE OF SENSEO® COFFEE PADS?

The shelf-life date codes are indicated on the package. We advise you to use the coffee pods within 2-3 weeks of opening and store in an airtight container.

10. WHAT IS THE ORIGIN OF THE SENSEO® COFFEE BLENDS?

Due to confidential company policy, we do not reveal exact origins of the coffees. The blends mainly consist of a balanced blend of Central American and Brazilian coffees.  Our Origins line is associaetd with their respective origin.

11. WHAT VARIETIES OF DOUWE EGBERTS SENSEO® COFFEE PADS CAN I BUY?

SENSEO® has many coffee pod varieties for use with the Senseo® coffee machine.

The Original line includes Medium Roast, Dark Roast, and Decaffeinated.  Each of these varieties contain 18 pods and weigh 4.41oz.

Moments varieties include Paris - French Vanilla Bistro and Vienna - Hazelnut Each of these  bags contains 16 pods and weights 3.92oz.  Breakfast Blend contains 18 pods and weighs 4.41oz.

The Origin blends varieties are Sumatra, Kona and Columbia.
Each bag contains 16 pods and weighs 3.92oz.

12. IS THE SENSEO® COFFEE WET OR DRY PROCESSED?

The majority of our blends consists of wet processed, 'washed Arabica', where water was used to remove the bean from the coffee berry.

13. HOW ARE THE SENSEO® COFFEE BAGS MADE TO ENSURE FRESHNESS?

The SENSEO® coffee packaging is made of plastic with a very thin layer of aluminium to provide a good barrier to oxygen. To keep the coffee aroma for a longer period of time, SENSEO® coffee pods are packed under nitrogen to remove the oxygen (packed in a protective environment) This process is completely harmless for people's health. Nitrogen is the major component of the air we breathe.

14. WHAT IS THE BEST WAY TO STORE SENSEO® COFFEE?

We recommend keeping SENSEO® coffee pads in a cool place in its original sealed package, but not in the freezer. After opening the bag, keep the pads in the tightly closed bag or an airtight container for up to 2- 3 weeks. Do not place the pads in the refrigerator, as it tends to attract odours and moisture, which can affect flavour.

15. WHAT MATERIAL IS USED TO MANUFACTURE THE COFFEE POD FILTERS AND ARE THEY BLEACHED WITH CHLORIDE?

The coffee pods are manufactured with filter paper made of all natural fibers. All of the filter paper used to make coffee pods are oxygen bleached, and no chloride is used in the process.  The filter paper is able to be composted in a normal garden compost heap.

17. WHAT IS THE AMOUNT OF CAFFEINE IN THE SENSEO VARIETIES?

Breakfast Blend: between 60 & 80mg/100ml;
Medium Roast: between 70 and 90mg/100ml; 
Dark Roast: between 70 and 90mg/100ml; 
Decaffeinated: less than 3mg/100ml.

These are average amounts as they may vary depending on the natural caffeine differences from the coffee beans.

18. IS THE SENSEO® DECAFFEINATED COFFEE 100% CAFFEINE FREE?

Decaffeinated coffee is not 100% free of caffeine. According to essentially all national food laws in the US, the remaining caffeine level after decaffeination has to be below 0.1% of the dry weight of the roasted coffee. In practice, it is not a problem to reach such a low level, and the level in decaffeinated coffee is mostly below the limit.

19. WHAT IS THE QUANTITY OF COFFEE FOR EACH CUP FROM THE SENSEO COFFEE MACHINE?

There is approximately 4 ounces of coffee when the one-cup button is pressed. When the two-cup button is pressed, it will yield two 4-ounce cups or one 8-ounce mug.

20. DOES THE COFFEE HAVE ADDITIVES?

SENSEO® original caffeinated coffee varieties (Medium, and Dark Roast), Decaffeinated (made in the USA) and Origins blends are 100% pure coffee and do not contain additives.

Our other varieties are artificially flavored; please call 866-4Senseo for more detailed and additional information.

21. ARE THE SENSEO® COFFEES MADE FROM 100% ARABICA BEANS?

Breakfast Blend, Medium Roast, Origins and Decaffeinated are 100% Arabica beans. The Dark Roast is a blend consisting mostly of Arabica and some Robusta beans.

22. WHAT ARE THE DIFFERENCES BETWEEN SOME OF THE COFFEE VARIETIES?

The Medium Roast is more aromatic and rich; and very appropriate for the morning, as it is characterized by a balanced, harmonious and natural taste. 
The Dark Roast is robust and full-bodied, yet surprisingly smooth. 
The Decaffeinated variety has the same fine taste of Medium Roast, only without the caffeine.

Breakfast Blend is delightfully mild, with a smooth and bright flavor which is a perfect way to start your day.

The Paris French Vanilla is a simply sweet French vanilla, caramel flavored blend *. 
The Vienna Hazelnut is a smooth flavored dance of hazelnut, vanilla and mocha *.

Sumatra Blend is an intense premium blend of Arabica beans selected from the mountainous regions of Sumatra. Kona Blend is composed of high quality beans from the Hawaiian Kona Belt, enhanced by Arabica beans from the finest coffee-growing regions.  A pleasantly smooth taste with fruited tones, chocolatey accents and bold aroma. 
Columbia Blend is made from Arabica beans from Colombian valleys and ravines that create an aromatic coffee with a strong, full taste.

1. WHAT IS THE DIFFERENCE BETWEEN A SENSEO® COFFEE MACHINE AND AN ESPRESSO COFFEE MACHINE?

The Senseo® coffee machine made in partnership with Philips is not like an espresso machine. It is a Coffee Pod System that makes a sensational cup of freshly brewed coffee with a rich crema layer on top.

2. HOW LONG DOES IT TAKE TO PREPARE ONE OR TWO CUPS OF COFFEE?

Once the machine is ready, it takes less than a minute to prepare a cup of coffee. Before the first cycle, the coffee machine will heat the water for approximately 90 seconds.

3. WILL THE MACHINE TURN OFF AUTOMATICALLY?

Yes, if the machine is not in use for 30 minutes, it will turn off automatically. However, we would encourage you to unplug the Coffee Machine from the electrical outlet if it will not be used for an extended time.

4. WHAT TYPE OF WARRANTY DOES SENSEO® OFFER FOR THE SENSEO MACHINE?

Senseo®  offers a 1-year warranty from date of purchase with an original sales receipt, and agrees to repair or replace the Coffee Machine without charge. Excluded are the cord, coffee pods, accessories, and damage resulting from misuse or abuse.

5. CAN PARTS OF THE SENSEO® MACHINE BE CLEANED IN THE DISHWASHER?

Yes, parts that are removable are dishwasher safe. This includes: the coffee outflow unit, pod holders, cup tray, drip tray, and the water reservoir.

6. WHAT IS THE DIFFERENCE BETWEEN A SENSEO® COFFEE MACHINE AND A TRADITIONAL COFFEE MACHINE?

The SENSEO® coffee machine's patented brewing system uses perfectly balanced proportions of coffee and water. Mild pressure and a special spray head produce an optimally balanced coffee filtering process. It’s a unique coffee machine that makes a superior tasting, gourmet cup of fresh coffee.

7. WHY DOES THE INDICATOR LIGHT CONTINUES TO BLINK SLOWLY, AFTER THE INITIAL HEATING CYCLE OF 90 SECONDS?

You may have skipped the first step to flush the appliance with water. The boiler must be filled with water before the brew cycle begins. Or, you may be using the SENSEO® Coffee Machine at higher altitudes above 6800 ft. above sea level.

8. WHY DOES THE WATER CONTINUE TO BOIL AND THE INDICATOR LIGHT BLINK SLOWLY?

When you use the SENSEO® coffee pod system at higher altitudes, 6800 ft. (+) above sea level, the water in the machine will boil sooner than the machine requires for brewing. The coffee machine will produce more steam and less coffee per cup under these conditions.8

9. WHY IS THE INDICATOR LIGHT BLINKING RAPIDLY?

When there is not enough water in the reservoir to make a cup of coffee, the indicator light will blink rapidly to indicate that the reservoir needs to be refilled. Or, the appliance is in a room where the temperature is below 50 degrees Fahrenheit. The appliance will not function properly at these lower temperatures.

10. WHAT HAPPENS IF THE WATER RUNS OUT WHILE I AM BREWING A CUP OF COFFEE?

Simply add more water to the reservoir. Once the water has filled the boiler, the brewing cycle will resume.

11. WHY IS THE LEVER STUCK IN A LOCKED POSITION CAUSING THE LID NOT TO OPEN?

The pod holder is probably blocked, and may require cleaning. A vacuum may have temporarily formed under the lid. Turn the machine off, pull the lever up as far it will go and wait 24 hours before opening. Use a soft brush or a toothpick to remove the coffee grounds trapped in the coffee pod holder. If the problem persists, contact Customer Care at:

866-4SENSEO (866-473-6736)  or email us at:

customersupport@senseocsr.com

12. WHY IS THERE ONLY HALF A CUP OF COFFEE DURING THE FIRST BREW CYCLE?

You may have skipped the first step to flush the appliance with water. The boiler must be filled with water before the brew cycle begins.

13. HOW OFTEN SHOULD I CLEAN OR 'DESCALE' THE COFFEE MACHINE?

It's time to clean or "descale" the appliance when you notice that the brewing process takes longer than usual. If the machine is used twice daily on average, we recommend descaling once every three months. See directions for use for "descaling" process.  Please use a citric acid based descaler only;  two brands available on-line or at appliance retailers are Urnex and Dezcal.

14. WHY DOES THE LIDS SEEM HARD TO CLOSE?

The pod may not be positioned properly. Put the pod in the pod holder with the flat side facing up, and check whether the coffee is evenly distributed by pressing the pod down firmly before you close the lid. When you want to make two cups of coffee at the same time or one larger cup, be sure to use two pods in the 2-pod holder.

15. WHY IS MY COFFEE TOO WEAK OR TOO STRONG?

Check that you have used the correct number of pods in the appropriate pod holder for the number cups selected.

16. MY COFFEE IS NOT HOT. WHY?

When you first turn on the coffee machine, we suggest that you run a one-cup brew cycle with an empty pod holder in place. This will ensure that the boiler is heated to proper brewing conditions and that you will have a hot cup of coffee. Another suggestion is to rinse the cup or mug with hot water a couple of times.

17. HOW TO CONTACT THE CUSTOMER CARE CENTER?

To contact the Customer Care Center for fulfillment of manufacturers’ warranty - Toll free # 866-473-6736 = 8664SENSEO

1. I HAVE A DAMAGED SENSEO® COFFEE PAD IN MY PACKAGE

Our products are checked for quality before they leave the factory.  Packaging / pads that do not meet the requirements are removed. Unfortunately the packaging / pad that you encountered, was not noticed during quality control, this we apologise for.  

So we can monitor & improve are product quality we would appreciate it if you could return the pad(s) in the original packaging to:
address for US

Alternatively you cancontact a SENSEO® Expert at 866-4- SENSEO/ 866-4- 736736

2. THE SENSEO® COFFEE PADS I HAVE BOUGHT VARY IN QUALITY, SOMETIMES THE COFFEE CAN BE WEAK IN TASTE, WHY?

One possible cause of your complaint may be due to an uneven distribution of the coffee in the pad. When the coffee is not distributed evenly, the water will follow the path of least resistance. This can result in a poor tasting coffee. We advise you to  give the pad a little shake, place it back in the pad holder, then press the pad down lightly to ensure the surface area is covered with coffee.
It can also happen if a non symmetrical pad has been produced, or is not properly filled. Which can lead to a weak tasting coffee.  However, it is not intended that these end up in packaging.

If you still encounter issues we kindly ask you to send us the pads and the original packaging to the below address for further investigation.

Consumer Relations, US address.

Alternatively you can call our Customer Relations team on 866-4-SENSEO/ 866-4-736736