I received this espresso machine 3 weeks ago and the machine is defected but continue to get ignored. Been told at first if it’s defective I would have to pay for shipping and restocking fee.I’ve tried at least 20 times to get ahold of this company and they send back & forth and get no results!!!I hate to give them a star they don’t deserve it!

We purchased our espresso maker which we received in the timely manner but then within 6 months the water reservoir plate broke off and it became cracked and then the front of the machine cracked as well.When we tried to order the pieces there was a four month delay in getting the partsI had to mail the machine in for it to get repaired through the warranty which took another three weeks and they sent the machine back to us with missing piecesEvery single time I’ve had to call this company I have had to sit on hold for 20 to 30 minuets.Not well made I would not recommend this company and their Customer service is horrible

They said I would love my Gaggia Breva .within 2 hours of using it, I realized it made lousy coffee. Make sure you read the fine print before ordering anything from this company . I had to pay $35 to ship it back and will be paying a 10% restocking fee on the sales price. Can you imagine in the world of Amazon why buy here? I’m out over $100 for trusting the product they recommended. Never again, make sure you buy from a company that backs up what they sell. I will order an espresso machine on Amazon, they understand customers!

It’s 2021, I don’t remember the last time an online store didn’t have free returns. Specially for premium/expensive products. Not only do you have to pay the $40 or whatever to ship back, they charge a “restocking fee” unless you purchase something better. I haven’t seen this since 2010. There’s absolutely no reason to buy from Amazon if you find it there.

I bought a Rocket espresso machine and grinder last spring. But the espresso machine developed major problems under warranty.After dozens of emails/calls and being told to fix the machine at home following half baked instructions without resolving the issues (customer service) they finally agreed to repair the machine under warranty (we had to pay shipping, $190).Update: Contrary to their promise, upon receiving the machine they are now arguing that scaling is the cause of all problems (although the made us open the machine and change various internal settings but *never* told us to descale it). So they want us to pay $430 to fix it (+$190 shipping).There is a reason why virtually all the reviews in the last 6 months are 1 star. What a disorganized and dishonest operation.

Bought a $1400 grinder from them and changed my mind 2 days later. Over the phone they told me the item had shipped already (it hadnt -- only the label had been printed) and it arrived 6 days later. I sent it back with the courier and noticed that my refund was short $200. They charged me a 15% restocking fee on the grinder and customer service would not budge on it. They wouldnt even allow me to get any kind of store credit...$200 gone for nothing and the fine print is buried under Q&A section of the web site. It just feels excessive and sneaky -- and really unheard of in the age of Amazon -- to charge your customers a restocking fee of this magnitude.

Worse customer service ever.I have a Gaggia Syncrony Logic machine that started leaking after five years. Service department sent a email with replacement parts to order to fix the leak. Parts came with no manual or instructions on how to install. After trying to install the gaskets, the leak only got worse and the brewing mechanism stopped working. When I asked to send the unit in for repair, they stated the machine is discontinued and they will not service.Do not recommend Whole Latta Love unless you have a expresso machine that can be services locally. Recommend buying directly from a local espresso shop with better customer service.

I believe in praising publicly and criticizing privately, but since it is impossible to get in touch with anyone at Whole Latte Love, I am forced to criticize in this forum.I purchased three Gaggia Titaniums in the past from WLL and recently purchased a Gaggia Anima. On the first use, the handle on the water tank broke and the tank shattered when it fell to our kitchen floor. After quite a while I was able to speak to an individual who sent a replacement tank. She (manager of technical support) did say that the handle was a weak point for the Anima and that there was a new handle coming in April, promising to send me one. I have sent multiple emails to her for an update with none of them being replied to. When I have had time, I try to call. Technical Support is not taking calls. I am currently on hold to 20 minute to speak to anyone there and since I have a bit of time, will remain on the line. My position has improved from third in line to first and plan to see how long it takes.I am originally from Rochester and Whole Latte of Love was recommended by a dear friend who knew the owners well. It used to be a great company with a focus on customer service from which to purchase, however, sadly I have to warn others to look elsewhere for their high end coffee makers.

Great company!! From good choice of coffee machines, grinders, fresh coffee to maintenance an repairs videos. Good customers service, only company with excellent choice of caffee from all around the world, and most important ALWAYS FRESH. Affordable prices, quick free shipping and no taxes. I wish to put 10 stars.

Ive read through some of the critical reviews of Whole Latte Love and can only tell you that Ive had nothing but outstanding service from them, and none of the negative reviews come even close to my experiences. From working with sales through technical support, everyone Ive dealt with has been incredibly professional. When my Gaggia Velasca had a technical issue, Thad from support couldnt have been more helpful. He worked with me nonstop until the issue was resolved, including sending me videos of how to fix the issue myself and shipping me a replacement part lightning fast- I received it in 2 days. I cant say enough about how great this company has been to work with. Ill be a loyal customer for years to come.

Absolutely horrible verification system - they cannot process credit cards and are trying to force people to pay on Paypal to scam them it seems. They have no information on why my order wont be verified and have forced me to make multiple accounts just for one order. Staff was nice, but unhelpful. I suggest purchasing from other vendors.

I am very impressed. The machine that was shipped to me had an issue, but WLL was very responsive, and the issue was solved quickly and correctly. I spoke with more than one staff member about the issue and I was always treated with courtesy and respect. I will order from WLL again with the highest confidence. I got to see what happens when things do not go as planned and thier process is great.

Ive been doing business with Whole Latte Love for a long time. They have NEVER let me down. Most recently I contacted the repair team, on a Saturday!, and Tim was the one to answer. I had expected to just leave a message for Monday, right? Anyway, Tim helped me quickly, accurately and very pleasantly. Just like the other team members of sales and service Ive spoken to over the years. Thanks you guys. Made my day.

Looks like they didnt like my 3-star review of the Gaggia Classic, am surprised they wouldnt post my feedback. I actually liked their expertise and selection, the machine was just not worth the $400+ cost. Dont be afraid of honest feedback, an average review of a product does not reflect badly on your company. Hiding it, however...

March 19, 2021: Since posting this review WLL staff,Tracie, got in touch with me. She provided me with the level of customer service and information that was lacking in my prior contact with WLL. I really appreciate that she validated my experience and owned what WLL could have done better and what is beyond their control. I have much less reservations about purchasing a big ticket item from them than before my conversation with her. I have to say she is EXACTLY what was missing from my prior interactions....attention to details and ownership.In December 2020, I ordered an ECM Synchronika with flow control, which unfortunately arrived damaged. It leaked water as soon as I put it in the reservoir. Turns out, Whole Latte Love (WLL) did not inspect the machine prior to shipping it to me, which they later explained is a standard practice. I wasnt able to fix the issue myself as it would require soldering a bent/broken copper wire.WLL customer service folks were responsive and courteous, despite obviously being overwhelmed with other customer issues. WLL shipped out another replacement Synchronika, which arrived with multiple scratches on several parts. I contacted WLL customer service again and sent pictures of the scratched parts, they stated there were too many parts to just replace and offered to send another replacement machine.After considering my experience with the first and second machine, I decided to just return the machine for a full refund. I posted my experience on TrustPilot and received a reply stating that I should expect to see water spots and even coffee grounds on a new machine due to their process of inspecting new machines from the manufacturer to ensure they are working properly.However, my issue wasnt about water spots or coffee grounds, it was about the scratches. I updated my TrustPilot review hoping WLL would reply to my invitation to call me to discuss the matter. I would really reconsider purchasing a $3,100 machine from them if they should an interest to address my concerns and not just make a general reply about issues that arent a concern to me.Finally, I emailed ECM directly about my experience and they replied that they would contact WLL on my behalf with the hope that WLL would be able to address my concerns. That was on February 2, 2021. I still have not heard back from WLL. Im still open to working with them if they reach out to me and address my concerns directly.I know that Im very particular and expect good customer service, especially when spending such a large sum of money. I dont think Im difficult or unreasonable. I am the type of consumer who will spend more money on the same product/service to ensure I get better customer service after the purchase.Ultimately, my reason for posting this review and the TrustPilot review are to get WLL to respond to me and try to address my concerns. I really want the ECM Synchronika, but I want to know that I can trust WLL to follow through with providing good customer service after the purchase. I also hope that readers of this review will take it as part of a bigger picture WLL has some great reviews and many happy customers, but for me, I also read the less positive reviews to see how the business responds to customers with complaints and if they make a decent effort to address customers concerns/issues. For example, reading how 1st-line Equipment responds to negative reviews has convinced me NOT to make a purchase from them. WLL personnel have remained courteous throughout my exchanges with them, even if they havent addressed my concerns or even tried to.

I appreciate their advice and education on the product. But when my coffee machine recently needed a repair, they said it will take three months for it to be repaired, shipping costs to them are unreasonable and all this despite my machine still being under warranty. They have also said they will call me back on two occasions over the last 2 weeks and yet they never have. Extremely frustrated at the repair process which is inefficient and they won’t honour the warranty with a local repair company.Bottom line: Use their advice and videos, but consider buying elsewhere where you will getting better service after purchase if you need it.

Called and asked if they had a Rocket Apartamento in stock. Was told yes. After I ordered I didn’t get any shipping info so I called to inquire on the status of the order. Was told they were backordered. I cancelled my order as wasn’t told I’d be charged a cancellation fee. When I called back after receiving a partial refund they advised me that they told me this (which they did not). The person I spoke with said they investigate and call me back but never did.Serious lack of commitment to truthfulness and integrity.I recommend Seattle Coffee Gear.

Their restocking fees etc are uncalled for (based on purchase price?) and on top of that return shipping is not free. I placed an order on Sunday evening and called Monday morning when they opened and they said the order could not be stopped. Really? Has not shipped and I have not received a tracking number. I am now out almost $80 at least if I send the machine back. I was planning to get a more expensive machine from them. I wanted to support them but now I am kicking myself for not just buying off of Amazon. I will be returning the machine and NOT purchasing the other machine from them.

I purchased refurbished Delonghi full automatic Espresso Machine on their website and was excited for the machine to arrive. Finaly machine arrived to my home..but I couldnt use that machine until now because water dripping from water tank...So..I complained to the customer service about that problem..They said that we send your email to the Delonghi company because they are your warranty holder,..thats it...If I bought that machine few months ago and broken some part...then I understood...but its just bought from them..and it doesnt work...I cant understand their answer...So..I do not recommend this company for buying anything..because their customer services are sucks...

BEWARE OF THIS COMPANY. They confirmed my order for an espresso machine, charged my credit card, and then never shipped the machine. When I later inquired about the status of my order, they said that the order had been cancelled, and they then made up a series of inconsistent and nonsensical stories about why they cancelled my order without informing me. They inexplicably refused to reinstate the order. I notice from the reviews that others have had similar problems with this company. They credited my credit card account, but I regret that I gave them my credit card information. I had also found that, when I was considering the purchase, their so-called experts gave me incorrect information about various espresso machines.

Want to thank Whole Latte Love for excellent customer service and for having a great selection of products at great prices for coffee lovers.

We bought our Profitec 700 from these guys in 2016. It arrived with a bad pressure gauge. They sent a new part and, after some prodding by me, a $50 gift card to compensate me for having to repair a brand new $2,700 espresso machine. Overall, they were fine to deal with. Recently we decided to give them another go and purchased a Ceado E37S for $1,700. The impression I had during the purchase phase was that they were doing me a huge favor by bestowing one of these legendary ginders on us. Well, the unit took more than a week to appear and it was DOA. Ceado states that all units will have cycles on the counter from bench testing. Ours had none. Ceado shipped it from Italy without testing and WLL passed it on to us without testing. It took two full days and many calls with long hold times to get WLL to agree to take the unit back. They never apologized or empathized. I repacked the unit and shipped it back asap, not willing to troubleshoot and fix a brand new unit again. WLL received it on a Thursday per the tracking info. I waited until Monday to check when we might receive our refund. The terse response was within 30 days of receipt. Two and half weeks later, the credit appeared. I have since bought a Eureka Atom 75 from Clives. It arrived in two days with shots on the counter already dialed in close to what I needed. It was clean, it was new, but it had been QC tested and calibrated without the up charge. FWIW, I live in the center of the US roughly halfway in between Clives and WLL. WLL is all about the sales and zero on the service. They glorify the units they sell so dont think for a minute you are getting impartial info.

Horrible customer service, Theo is unprofessional and cares little for customer problems. Never will call you to follow up on issues. They do not care if you spend a lot of money they are just another small business trying to rip people off. If you spend your hard earned money and something goes wrong do not expect them to save the day by exemplifying customer service, they will only give you the run around and blame it on manufacturer, deliverer, etc...what a shame.

I had a question about a machine that I did not even buy at Whole Latte Love. I was unsure if I should return and buy another model. Again, the machine was not even bought there, yet Tim from Whole Latte Love was super kind to take the time to engage in an e-mail exchange, giving me the confidence to stick with the machine on my countertop instead of trying to talk me into one of their machines (which I considered). As soon as I am ready to step up to the next machine, I will certainly buy it at Whole Latte Love. Also, their videos are the best if you want to educate yourself on the art of making great coffee.

We have ordered a few machines from Whole Latte Love and their customer service has been superb every time we’ve had a question or an issue. We recently had a machine that needed service and not only were their rates very reasonable for the repair work, but we had them do a cleaning and overhaul on the machine and it came back looking and performing like brand new. I highly recommend the company and their products. They stand behind their machines and are an absolute pleasure to deal with.

I had a hard time putting my machine to work all the settings were wrong but after I few phone calls from the company is been working very good.

Extremely helpful staff, amazing online content, top notch customer service.

Placed an order for a part and then immediately canceled as I made an ordering mistake. Whole Latte Love charged a 2% cancellation fee even if you cancel within a few minutes. Buyer beware. After-purchase customer support is poor.

I bought a refurbed Jura ENA 9 about 8 years ago from WLL (still love saying that name). Well, my Jura is starting to act up, so called WLL to inquire about a new machine. I talked to Mark who encouraged me to reach out to Jura to see if they would allow me to trade my current machine towards a new model. Mark said hed love to sell me a machine if the Jura angle didnt work, but he thought it would be in my best interest to see what Jura directly offered first.I did reach out to Jura and they offered me a very good trade in value and Im going to move forward with them. That stated, Im just so impressed with WLL trying to get me the best deal, even if it meant losing out on a sale for them. To me, this is the pinnacle of service and I only wish more companies worked this way.Although Im hoping I wont need a new coffee machine anytime soon, WLL will always be my go to!

The WORST customer service. Period.I will never purchase from WLL again, after having spent over $1,500 over the years. Sent in an espresso machine for warranty service, experienced the worst customer service with anything I own in a very long time. My expectation for repairs was 2-3 weeks, instead it’s been 4 weeks and finally they’re returning it to me. I can only imagine if I had not called and emailed multiple times how long this would have taken. Next to zero accountability to me for accurate info regarding status of repair and when it would be shipped back. This was pervasive with the techs, customer service managers and the CEO. Absolutely abysmal.

I have a Phillips Saeco Minuto espresso machine and the brew unit got jammed in the machine. I could not remove the unit. So I started to look online on Phillips website for information of how to unblock it. Nothing. I told myself its ok. I will just call Phillips technical dept. and ask them. So I searched for a phone number. I found a line that appeared to be dedicated for household products. I called. There were 3 options but none of them was for coffee products...was only audio, keyboards and monitors. I hung up and I clicked on the chat now button on Phillips website. The rep gave me a different phone number than what I have found online. I called than number but the line wasnt working. Nobody was answering and I was definitely withing the normal working hours. I then chatted again, with a different agent, telling him I already tried the number his colleague had give me only 10 minutes before and I requested either a different phone number or guidance on what to do or an e-mail address to contact the technical support. He said there is no other way to contact the desired department and no other phone number and that he himself could not help me otherwise. He gave me again the same phone number, the working hours of the technical service and simply left the chat, without a formal goodbye or some form of politeness. Needless to say my problem was not solved. So, I started to lookup videos online related to my issue and I found one made by the technical support of #WholeLatteLove that was super well made and clear and helpful. I tried all the steps indicated in that video and everything worked except for the last part. The video even had a phone number on screen where you could call if you had additional questions. And I actually called, seeing the last step of the process didnt work as shown in the video. And not only someone answered the phone within 30 seconds, but the guy was polite and amazingly helpful. We realized together the last step would not work because I forgot to insert the residual coffee ground bin and therefore the machine would not start its cycle, but once we realized that, we made the machine work again. All within 2 or 3 minutes of phone call. Shame on #PhillipsNorthAmerica and thank you Whole Latte Love!

I haven’t received my machine yet (it just shipped yesterday), but I have spoken on the phone multiple times with the “customer care” department and their willingness to actually care for their customers is non-existent. If it weren’t for the fact that I’ve already ordered the equipment I would take my business elsewhere. Every person I have spoken with on the phone has been in an immense hurry and have had zero information (or care/empathy) that would help me fix the problem, and when I was told I would be contacted about an issue they never followed up. Really bad customer service.

Great machine at a great price

Very bad customer service.

Whole Latte Love has some good products, when they are in stock. Most of the items I want are out of stock and have ETA dates sometimes a month or two in advance, maybe more. I have bought many products from them. Their shipping is fast, although sometimes pricey, and everything always arrived correctly. I continue to shop their store because they have a lot of good products, I just have to hope they have them in stock.

Very helpful and knowledgeable staff! Great variety of products 👌

Very slow service and not friendly staff.

Terrible Customer Service!I will keep this very simple. Whole Latte Love does not provide warranty service. My wife purchased a $4,000 home espresso machine and coffee mill set up from Whole Latte Love in May. The unit arrived and right out of the box there was a problem. After several hours (mostly on hold) with their technical support we narrowed down the cause to a defective component. I was then told that they had no local warranty service and I needed to disassemble the machine myself, remove the defective component and take it to a local repair shop to be checked. after being assured, in writing, that this would not void the warranty I disassembled machine, removed the part, took it to a repair shop and had it fixed. The repair cost $100. When I put the machine back together and called Whole Latte Love asking who would reimburse me for this under warranty repair all I got was silence. Phone calls were not returned emails were not answered. So just know, that if you buy any equipment from Whole Latte Love youre your own and the warranty is pretty much worthless.

Lots of Latte Love for WLL! Ive been a customer for a few years. Their customer service is always very helpful and their prices are very competitive. What I like best are their Youtube videos! They are very informative covering a wide range of topics from buying a machine to instructions for deep cleaning them! Thank you for being so helpful.

This is the second review that weve written. After we received our repaired machine back (it took two weeks to ship it back to us) it worked for about days then all of a sudden the brewing boiler went Tango Uniform! So my husband called customer support and told them and they told him to take the machine apart, upon which he replied, Doesnt that void the warranty? to which they replied, No. Okay, so once he got into the machine he noticed a male/female connection that had completely come apart and it definitely was nothing wed done since we hadnt touched it! So once he connected that it has worked fine. The annoying thing about all their employees from customer service( if you can call it that) to customer support is that they refuse to take responsibility for ANYTHING! It was apparent that their repairman had not completely connected and put the machine back together properly, but their reply was, Oh, it must have come loose during shipping. If this connection had been connected properly there was no way for it to have come apart. My husband was a commercial airline pilot for 30 years and knows as much about the wiring of an airplane as the mechanics, my point being that there are not many people who would have felt comfortable taking apart an espresso machine and fixing it. But Whole Latte Love will not admit to any wrong doing or take any responsibility for anything. Theyll take your money, but theyll also return your machine in an inferior condition. Whole Latte Crap is more like it.

STAY AWAY from this store, horrible service, I tried to cancel an order less than 24 hours after being placed and they said that have to pay 10% restocking fee .....UNACCEPTABLE ! Their chat support is horrible. Had to wait a very long time to speak to customer service.

Entering into the prosumer espresso marketplace could be daunting and really overwhelming. I used the many videos whole latte love has produced to get my bearing and understand what I was looking at. Once ready to take the next step Nick at whole latte love answered all of my questions and was able to help me narrow down my choice of machine. He made the decision and purchasing process quick and easy. Within a day my machine was delivered, the team assisted me over the phone with the initial setup and I was pulling shots with my new machine. I would highly recommend Nick and the crew at whole latte love for assistance with anything coffee related, they are knowledgeable, have a vast selection, easy to do business with and always available to help.

Great customer service

TERRIBLE SERVICE. Im open to change my review if we could get taken care of. We got a defective machine sent to us. We immediately contacted customer service. They told us to follow a series of steps to fix the problem. We had to order additional materials to fix the problem. The steps we took to fix it did NOT work, and by the time we received the materials it pushed us out of our 30-day return window.Now, they will not take back the machine and replace it with a working one....simply because were out of the window. If we returned it from the beginning, this would not have been a problem.I gave them many opportunities to remedy this and take care of us, however they said their hands are tied.I would NOT recommend doing business with them, and will never do business with them in the future.I will be happy to change my review if someone from the customer support team sees this and is able to help me out and take care of me the way REAL customer service should be done.

I have shopped at Whole Latte Love online for many, many years. They are my go to place for automatic espresso makers and accessories. I also use them for technical advice, both their instructional videos and when necessary, on the phone. They are great! Their customer service is also excellent! I highly recommend them!

I have spent thousands of dollars with them on an espresso machine, grinder, and parts. Their customer support team seems that they genuinely don’t care. They have sent me orders with incorrect or missing parts twice now. Both times when I have called about this the reps are unapologetic. This issues will be resolved but it seems there is a lack of care in the initial order and that they messed up.

They are true experts in coffee!! I bought a machine that i thought didnt produce the right strength to my liking and was about to return it...thank God I called them before. They told me how to fix it with a setting on the machine and voila! Perfect cup of espresso. Thanks so much!

The girl I talked to was not only friendly and informative, but very much a coffee enthusiast. Making it a delight to try two new coffees from her recommendations, from my regular coffee. The customer appreciation and service was very much appreciated by someone that deals with this on a daily basis. Oh, and I shouldnt forget, the pricing is very competitive. I will be coming back as long as we keep people like this around and pricing stays this competitive. One of these two will need to go completely off the charts for me to switch my coffee supplier. Thank you!

So far so good.I purchased a Gaggia Academia super automatic coffee/espresso system. About one month in I am extremely pleased. The machine arrived promptly and in perfect condition. The coffee drinks it makes are delicious. Have not had any issues so far.

I did have a good experience with Whole Latte Lover at the very beginning. When I purchased and I gave them my money. Everyone was happy then. Sadly my Espresso machine Rancilio Class 5 ST heating element broke 6 months after I purchased it. They are not responsable for commercial machines. Things that they do not tell you when you get commercial equiptment from them. Rancilio covers parts but no labor. Rancilio offers an extended guarantee for labor. But how I did not purchase it from a responsable commercial dealer, anyone told me about that extra guaratee. Here I am with a brand new machine and an expensive labor bill that anyone wants to cover. Bottom line do not invest your money in commercial machines from a company that doesnt cove them.

Read the responses from whole latte love in these reviews and they are affirming the bad reviews by simply stating that their warranty is for a certain period and that you have to pay for shipping. No kidding! But they do not address complaints from consumers that contacted them for service WITHIN THE WARRANTY PERIOD who were told to follow their instructions on how to fix the machines themselves, only to run out the warranty clock by doing what they were told. Brilliant move, whole latte love, Im done with your company.

If you would like to order a product online, and then receive it without having to call customer service during business hours, this is not a website to order from.Great selection and good prices earned them the second star, but ordering from this company is more difficult than anywhere else. I ordered two products, and had to call their order verifications department during business hours to verify each order. This was inefficient, and I do not have time during the day to call a company and wait on hold to confirm an order that I have already placed.It would be very helpful if Whole Latte Love removed order verifications or made them possible without calling customer service, I have never encountered anything like this before. I would gladly change this review and order from them again if this process changed. Please listen to your customers, Whole Latte Love.

Nice people, good prices, helpful when I had a question. I will shop there again for all my coffee/espresso/latte needs. Great video tutorials that show you the right way to get the results you want.

I have owned this unit for a year now and it has worked flawlessly. I don’t know what I would do without it. Yes you have to clean the grounds and waste water after several cups but if your machine is close to the sink this shouldn’t be a problem because it takes seconds. I keep a small container handy to add water as I go so that I don’t run out during a brew cycle. I clean the brew group and interior once a month use the wash water from startup to heat my first cup. I use lactate 2% milk and clean the carafe every other day otherwise I get a sour residue around the rim. Because I’ve had no problems my contact with Whole Latte Love has been minimal but they have been very helpful when contacted.

Wow. Very surprised by the bad reviews. I love these guys! Best prices on the web but they price match if you find it cheaper. I buy all of my espresso from them & my orders are always extraordinarily quick & they are accurate. They save me money! Frequent sales.

I really like Whole Latte Love! Ive been buying coffee from Whole Latte Love for a few years, and have never had problems with customer service or shipping. I prefer supporting a smaller company that isnt Amazon or another big chain. Im looking into getting an espresso machine soon, and Whole Latte Love will be the first place I go!

No troubles! I have made several purchases online with Whole Latte Love in the past and glad to find that they are still quality and reliable. We purchased a refurbished burr grinder. I like that they can repair the item and resell it instead of throwing it away. Of course there is also the price savings. I get the kudos for finding the affordable too expensive for us now burr grinder that my boyfriend wanted! The grinder works and looks new even though it is refurbished (I never asked what were the repairs). We have had it for 2 months so far.

Order on the phone is horrible go wrong,they never figure it out why my order cost 994$ but only charge me 241$ and didn’t process my order.asking for bank information multiple times by different representatives...why keep asking my card information if 2 others said it went through ...lack of communication with customers.have no idea what going on with my order.cancled order after 4 phones call and wait time and email?!?! For order almost 1000$.

Great products and even better prices. Staff is great too. They really try hard to make sure you are satisfied and teach you how to use their products.

Poor service received. In March I brought in my machine for repairs at the local vendor in Rochester, NY. In August I was contacted stating my machine was repaired and ready to be picked up- at that time I payed $220 for the repair work. When I brought my machine home that same day it still was not functioning. The next day I brought my machine back to the vendor for repairs. Two weeks later they shipped the machine back to my home and it still was not working. I am very disappointed in the service received and do not recommend Whole Latte Love to any one interested in an espresso maker.

This is a great company to do business with. They went the extra mile for me to return a fully automatic espresso machine so that I could get a semi automatic. We are so happy with our new machine as well as with Whole Latte Love!!!

One of the worst experiences ever. Will never use this company again. Three times they gave an incorrect address to UPS and the package cannot be delivered. Called the company 4 times and each time they promised to contact UPS to correct address and they did not. Finally they gave UPS yet another wrong address. Completely desperate as to what to do. Horrible experience. The customer service people just dont care.

Probably biased because I work here. But Ive loved WLL for their prices, selection, and superior industry knowledge long before joining the team!

Great Service! They extended a price match from a competitor and shipped immediately. The product arrived earlier than expected in perfect condition. I will buy from them again!

Ive been both researching equipment and buying from Whole Latte Love for over a decade. Only positive experiences so far. Their pricing on espresso beans with quantity discounts and coupons is usually the best, which makes a difference when you drink as much coffee as my wife and I do and supply coffee to as many as we do. We usually order about 6-12 2.2 lb bags of Lavazza beans every 4-6 mo (we have 4 super automatic machines at our 2 homes and 1 at each office with 12 staff.

I buy 6 bags of Lavazza coffee almost every month. Never had any problems or issues. I received a promo code offering $5 off for new year. What they do not tell you is that you forfeit your 5% discount for buying a quantity of 6 if you use the coupon. In other words, it is a complete waste of time coupon.I then found the coffee cheaper on Amazon and emailed support and asked of they would price match. The consultant said NO but he would ask the following day if they could match the price. I bought the coffee on Amazon. I am very disappointing as I have previously only had great service from this company.

Do yourself a favor and dont purchase from this company. Watch their youtube channel for tips and tricks but DO NOT BUY FROM THEM. You will regret it! The absolute worst customer service I have had in a very long time.

Whole Latte Love is a pleasure to do business with. the people who take ones order are personable and very helpful, the free delivery for order of fifty dollars or more is helpful for coffeephiles such as me, and their shipping department gets your order right out. The selection of products is great, too.

The WORST customer service ever. I strongly encourage you NOT to work with this company. Their lack of interest in helping you solve problems is unbelievable.

Made purchase as a Christmas gift. I was specifically looking for ceramic blades on an electric grinder and was excited to see the positive reviews of the Capresso 595.05 Ceramic Burr Grinder. I received the grinder within a week. My son-in-law loved it but the motor burnt out by the end of January. He intends to return it for a replacement because he liked it so much. We are hoping this was just a fluke and not representative of the quality of the product.

We purchased a Rancilio Silvia espresso machine / Rocky grinder combo recently and could not be happier with our on-line shopping experience with Whole Latte Love. Delivery was fast and well packaged and after-market support has been a big help since we are relatively new to espresso. This was our first experience with Whole Latte Love, but it definitely wont be our last.

Ive purchased several espresso machines from WLL. Their service is amazing and the product videos on their site are very helpful. Their selection of high-end espresso machines coupled with he most knowledgeable staff make it the only place to shop online for coffee related items!

I just wanted to pass along a BIG THANKS to Tracy for helping me troubleshoot my Gaggia Classic. I spent a few hours trying to figure out what the problem was when water would not come out of the group head. I watched a couple of Whole Latte Love videos and some others, but it wasnt until I talked to Tracy that I was able to fix the problem after she suggested I used compressed air to clean out a clogged solenoid assembly. I had taken apart the assembly and cleaned it with no luck, but Tracys suggestion worked. I love my morning cappuccino and was cranky when I couldnt have it due to the problem. But Tracy saved the day!

I ABSOLUTELY LOVE YOUR SITE by the way. Im an eCommerce manager (b2b and b2c) and Ive been using your site a lot lately (as a good example) in some of our customer experience discussions. I spend a LOT of time on eCommerce and your site is one of my all time favorites. I have spent HOURS there! I bought my first espresso machine because you guys made it just look so awesome (and I LOVE my espresso). You have really got the whole engage your audience down!

Fantastic service and prices. The Jura fully automatic espresso maker is as good as advertised. I would buy from Whole Latte Love again.

ECM Synchronika & Lavazza Blue Descaling Kit great support!This is a two part review: 1. ECM Synchronika support and 2. Lavazza Blue Descaling Kit support.1. ECM Synchronika: My machine is less than one year old and the E61 group head lever started automatically falling down and shutting the pump off during an extraction. WLL quickly worked with me via email (my choice) using pix and videos to troubleshoot. After following their instructions without a solution, they sent me a new E61 Group head and I swapped mine out - this solved the issue.I appreciated not having to send my machine in as its used every day and even with the issue I was having, I could still use it. I worked mainly with Rhiannon, she was quick in returning emails and efficient at getting to the point of knowing what to do - much appreciated.1. Lavazza Blue Descaling Kit: I ordered this kit, it contains just what you see on the WLL web site, two pieces in a plastic bag. Could not get it to work, the machine manual had nothing in it pertaining to this kit and no instructions came in the kits bag. I contacted Rhiannon again, she looked into it and said - gee, youre right, theres no instructions.So, she emailed me the instructions and since I had already butchered the parts in the kit in an attempt to figure out a way to make it work (due to having read someones review on the WLL site that said they did this and got it to work), she sent me a new kit at no charge. Once it arrived, I used the instructions she sent and it worked like a charm.Ok, Lavazza screwed up by not including the instructions in their kit or the machine manual but that happens from time to time and is why having good support from the seller is important.You have to rate each support experience on its own accord, WLL had my back on both of these issues!

Product arrived on time and at a good price. However the coffeemaker I ordered is very hard to clean and dry. Would not buy this one again. ot a problem with the company...just the product.

Ive been a WLL customer since their humble beginnings. Their outstanding customer service is the foundation of the business. Whether is a superautomatic (weve had 3 over the years), grinders, parts, accessories, or coffee they offer competitive prices and quick delivery.

What seemed like super friendly customer service turned out to be deceiving.I own an ECM machine (not purchased from them) and saw news of the joint development between ECM/Profitec and WLL for the E61 Flow Control. I contacted them to place my order back in April and they assured me they will contact me when they receive the parts from ECM (late May initial arrival then postponed to late June).I have been following up with them for more than 3 months and really anticipating the upgrade. I just saw that it was indeed available back in June/July (when they said it will be available) and contacted them mid-July in which they told me it still wasn’t available and that they were “waiting on word from ECM”. That’s deception and I’m very disappointed with them.Beware of what you buy as they could deceive you with their friendly interaction.

Being raised by two first generation Italians I have had Espresso and Cappuccino before Starbucks made them popular! Whole Latte Love sells the most authentic Espresso Beans I have found on the market. The Malabar Gold is my favorite!!!

They were very knowledgeable and helped me pick out exactly what I wanted without all of the stuff Id never use. I am very happy with my purchase and customer service.

Always enjoy buying on Whole Latte Love.I usually watch the video before I purchase something. It helps me make a wiser decision.Ive purchased 2 super automatic Express machines( one for each house). I bought one ten years ago(Jura) and another 3 years ago(Gaggia). Both are doing fine.Note: Im still looking for the perfect coffee grinder for my drip coffee-a burr grinder, timer or weight measurement, doesnt make a mess with grinds on the kitchen counter. I dont need it for espresso since I have the super automatic.

UPDATED: Everyone goofs up; its what happens nextOkay...a rocky start...ECM Synchonika arrived packaged VERY nicely--truly great packing. Oops...it leaked. Not great, not ideal, of course. I will confess that the response was not quite what I hoped for but I will also admit that part of that could have been my fault, i.e., I am fairly low-key and I may have given the impression that it wasnt as frustrating as it was and thus their response was in kind. The bottom line is that they did reach out to me on numerous occasions to get a repair part to me (easy install actually) and to make sure I knew that my problems were their problems and the customers sense of urgency or lack thereof does play into how they respond. I get it. So five stars for what happens after. Also of note, their presales suggestions and help that I have used frequently has been friendly and very useful.

Once our beautiful Gaggia Titanium arrived, the excitement ended. I had to ship it to New York twice for repairs. The machine came back still broken. It is still under warranty and I cant get them to replace the machine. Very poor technical support and customer service. I should have read the reviews before, since I am not the only person giving a 1 star rating. Is there anything I can do?

Update 1/23/2018As suggested by the response I emailed their customer service with the inquiry and this morning they wrote back trying to find the review. In the end they they did somehow (no explanation what happened) and the review is there now, with their comment suggesting investigation into the quality of that particular coffee. Also, theres an email saying Ill have latte rewards issued to compensate for unusable product.So the response is good, but I still wonder whether negative reviews just go into that unexplained sinkhole and die there unless reviewers persist.Original postAs at least one reviewer below noted they do not appear to be publishing negative comments about products they sell. I posted a 1-star review yesterday about a particular bag of coffee they sent me and even though verification was completed the review is still not there. If it does appear then Ill update this comment, but at this point it seems that ratings of the products based on reviews on their website cannot be trusted.

I wish I could give this machine and the service I received a lower review. I ordered the Gaggia Classic Brushed Stainless Steel Semi-Automatic Espresso Machine and have had issues since I bought it. The quality of the espresso that is made from this machine is horrible(it is not the brand of coffee, I have tried several top quality coffees). The water does not get hot enough and the espresso always tastes watered down and off. It is also not easy to make a cup of espresso from this machine. I have worked in coffee shops and no how to operate an espresso machine. This one is always has issues with it not coming out of the spout sometimes as well. It is extremely touchy. After realizing I did not like the machine, I wanted to exchange this machine as it is only a few months old and I spent almost $400 on it but they would not accept the exchange and have not responded to my recent emails. I dont even care to have my money back I would just like a machine that makes a good cup of espresso. Tracy whom I was working with, did not seem interested in assisting and has not responded to my email. It is a shame that nothing can be done. Extremely disappointed in buying a product from this company and would not recommend Whole Latte Love to anyone.- Alexandria Kudrna

They deliever on time with high quality products! Glad to have them available and reliable. Keep up the great work.

Excellent firm to do business with. From my purchase of a new Gaglia machine two years ago to my recent purchase of a broken part, customer service is excellent. Very easy company to do business with and the prices for original Gaglia machine were excellent. Keep up the good work! Would highly recommend them.

Great purchase experience. The video library is also the best. Makes owning an espresso machine easy!

Best place to get the equipment for your espresso fix. My Rocket espresso maker and Ceado grinder work great and purchasing was a breeze. Will buy from again.

I would not purchase from this company.My wife and I purchased an Expobar Brewtus OCT2014. The machine never did work 100%. It would leak and at times not heat up correctly. My wife e-mailed Customer Service and was told the warranty was expired. We took the machine to a reputable Seattle Espresso machine repair shop. After evaluation we were told the heating element on the coffee boiler is grounding to the water tank which means it ruptured inside the tank. This is a machine that is not even 18 months old and cost $1,849.00. To repair the machine will cost $675.00. I called Whole Latte Love Customer Service Amanda who forwarded me to Tech Support and I spoke with manager Maggie and explained our situation. Maggie informed me our warranty was expired. Of course we could ship the machine to them and they would evaluate and fix it at our cost. After pointing out again that the machine is only 18 months old, should not have a major malfunction and does not Whole Latte Love stand behind their product Maggie bluntly and directly informed me our warranty was expired and they would gladly fix it at our cost.I informed Maggie we would not be doing business again with Whole Latte Love.

Love my espresso machine and grinder. I did search a lot before deciding to go with Wholelattelove. They offer most competitive price. Quick delivery.

Knowledgeable, courteous, efficient customer service, shipped and delivered fast. My Gaggia Breve was not working and customer service answered my questions, asked me questions, and ultimately they helped me to identify the potential issue. I ordered the motor, replaced it and we are back to enjoying our cafe crema, espresso and lattes. Thank you!

What poor customer service! I will try Seattles Best next time. Was talking with tech support and told them it was bull crap and they immediately ended the call. Made no threats, nor swearing! What a joke!

Great coffee maker. When I had difficulty understanding the descaling process, I called Whole Latte Love and the tech talked me through the process and I was set to go. Ill buy from them again.

Good products with good price that beats AMAZON. Very good and knowledgeable technical support. Really fast delivery.

Received (2/7/17) Gimme Leftist Espresso roasted on August 2, 2016 packaged in a biodegradable one-way valve bag. The coffee is quite stale and has yielded very disappointing espresso. Hope to hear back soon from customer service. On the other hand, previous order of espresso machine and grinder was a great experience. Their instructional videos are also really great. I am hoping my negative experience is limited to coffee purchases only.Update: WLL was really good about issuing refund for stale coffee.

DO yourself a favor and go buy somewhere else..... this company has a very big the list of bad reviews.Ill share my experience, Ive recently purchased a $1600-$1700 espresso machine with awesome specs which arrived quickly, BUT it NEVER produced a single good shot of espresso.1. I did all the trouble shooting as per operational manual,2. then I did the same with the sales person with the same results3. THEN I was told I need to do the same with tech dept4. AFTER tech department troubleshoot it I had to do the same with a manager of tech department, and the run-around it continues.So, after all troubleshooting, trying multiple kinds of coffee, using same coffee on multiple commercial grade espresso machines, using several commercial grinders I was told I should buy their grinder!!! NOTE, every coffee Ihe tried on multiple espresso machines and I only couldnt get decent cup of espresso out of theirs product!!! I have even offered to have them send me another machine (of the same kind) or to buy different machine if they ship this one at their expense BUT they refused! This lasted for close to 2 months... The customer service, sales and tech department have miserably failed in customer relations... They have lost a commercial customer who owns multiple machines, over a shipping cost!! Bad businessI WOULD NEVER DEAL WITH THIS COMPANY AGAIN........

Great coffee, great service, great videos! The website is always up to date & works seamlessly. I buy my Lavazza exclusively from Whole Latte Love.

What an amazing experience I had from Whole Latte Love. The website was easy to use and order from. The coffee was delivered within 2 days of when I ordered and it was the best coffee I have ever had!! I know where I will be ordering my coffee from now on!