Complaints

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a coffee machine on Amazon Few month later the machine broke I call the company and they ask me to repair it myself if send the machine Finally they provided shipping label + packing materials I shipped it I got a response from consumer service that the machine broke during delivery and that I need to call the shipping company to file a claim They printed the label they sent the packing materials Then after I emailed again they apologize and said they’ll fix the machine Then after weeks I reached out again they says they backed up but fix it - refuse to give me any timeline Reached out again today to find out it’s still not fixed and that they escalate the case to another supervisor That’s 6 month without my coffee machine that I paid top dollars for I called and they had zero people available for costumer service (the machine said that) Only when I router to sales I got amanda on the line who refused to give me any company information, refused to transfer me to a manager. The stress of what should be a simple warranty repair, the time that I’m unable to make coffee drinks and have to order it in, the disappointment of making this big investment and then till this day I have no indication of if and when it’ll be fixed and returned to me all of the above cause me a lot of stress and upset. I requested clearly few times for refund or new machine and the details of the company for small claim all being refused. I would like to get my money back + compensation for the trouble in has to go through + make sure others aware of the misconduct that this company operates under.

  Business response

  01/04/2024

  Good afternoon,Thank you for your message and for bringing this complaint to our attention. We acknowledge the concerns raised by Mr. ***** ***** and would like to provide a detailed account of the events to clarify the situation.Mr. ***** sent his espresso machine to us for repair in September. Upon its arrival at our warehouse, it was discovered that the machine had been damaged in transit. Unfortunately, due to an oversight, Mr. ***** was not immediately informed that his machine had been damaged condition due to the shipping carrier.When we received communication from Mr. *****, we realized the error and notified him on November 17th. We apologized for the oversight and proceeded with the repair of his machine. I am pleased to report that the repair has been completed, and the machine has been shipped back to Mr. *****, who has since received it.We sincerely apologize for the oversight, and inconvenience this situation has caused Mr. *****.We hope this response addresses the concerns raised in the complaint. Our team is dedicated to ensuring such oversights do not occur in the future, and we appreciate the opportunity to rectify this situation. I personally lfet Mr. ***** a voicemail and provided my direct phone number.

  Customer response

  01/04/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.after shipping the machine to the company i got a very delayed response basically accusing me for the damage and asking me to contact the shipping company - even though it was their shipping label and they arranged the entire return including sending me boxing etc the responses I got we’re quite rude. Despite asking many times I never got a clear timeline of repair and even though promised never got shipping details.all in all this process took 6 month which also cost me in many dollars ordering coffee since I couldn’t use this expensive machine.the service was horrific and left me with no peace of mind. I had to keep fighting with dozens of emails just to get the machine fuse do and sent back that was under warranty this whole time. that’s just not ok and shouldn’t have happened. there is financial damage and also time and aggrevasion   Regards, ***** *****

• Initial Complaint

  06/20/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased unit through wholelattelove august 27th 2022. Unit was received quickly and set up and all was good. The first week of October the unit said it had an issue with the "bean hopper lid". Noticed a piece of plastic had broken off and found a magnet in with the espresso beans. I contacted customer service through the manufacturer, ******, and provided all of the information they needed on 10/12/22, I was told to glue the magnet back in place and they would send a new lid. I was sent an email saying they had processed the request on 10/17/22 and I needed to pay $5.95 for shipping, to which I replied I wasn't happy about having to cover considering the original cost of the machine and that it had broken so quickly. On 10/18/22 they emailed back saying they would cover the shipping and the order has processed and they apologized for needing a part so soon. I called January 7th because I had not received the part, was told it's on back order and again told to glue this $900 machine back together. I called again in March and again the first week of June to check on the order. Both times I was told to glue it back together the part is still on back order, meanwhile this machine is still available all over the world.

  Business response

  06/20/2023

  Our deepest apologies to Mr. *********. ORDER SH-**-******* will ship today with the part needed for his ***** Deluxe Espresso machine.

  Customer response

  06/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me assuming receipt of the part in a timely fashion.  Regards, ** *********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩