"We recently purchased a coffee machine that unfortunately developed an issue within the first week of use. Jake from Seattle Coffee Gear was very patient and guided us through the process of diagnosing the problem. Once the issue was identified, he offered us two options. We chose to return the machine and were able to do so smoothly."

"I bought an open box espresso machine and they took my mo why and said would send out soon. I waited a week and no email. If it is open box you have the product onsite. I contacted them and complained. They said oh your order was cancelled. We can’t see why but just reorder and try paying through PayPal and it will work better likely. Oh and your money will be refunded in a few days. I said why would PayPal work better. You took my money and had it for a week and just didn’t deliver on the product! I’m not paying you again for no service. They couldn’t tell me anything! Poor customer service and just a bad company to deal with! Avoid them!"

"I've been a SCG customer for over 15 years. They have not always been the lowest cost coffee gear site on the web, but they almost always in the mix of good buys. My last two machines have been open box. The first one (a Rancilio Silvia PID) arrived perfect and we kept it for over seven years. Last month, I purchased an open box Rocket R58 Cinquantotto. The first machine arrived in beautiful shape, but would not function as needed. I shipped it back the next day and their replacement arrived via FedEx early the following week. This one works perfectly, but had a bent top shelf rail. I did use customer service. ALOT. I found that often, when starting the process, they were feeling me out for what kind of espresso machine owner I was. Was I knowledgeable about what I was describing. Would I be able to work with them in diagnosing the problem. I would say, yes to both. Ultimately, I was able to receive a replacement rail for the machine. To let you know my process for working with SCG well, I used their service chat option first. When that seems to not move forward in a fast enough way, I'll call the service number in the morning (not just before they close service). The most important thing I do when dealing with any service call is being nice. That helps so much. One reason I wrote this review was to share a good experience. I think they are doing a good job. "

"Couple of weeks ago, I brought my Delongie for diagnostic. 5 days later they gave me estimate repair list for $600 . Today I had enough time ti try to fix the machine. And guess what- The machine never have been opened before this time. Interesting, how they made the estimate and the list of parts for change?! I just changed the gaskets , which cost me a few dollars and now everything works. "

"I called the sales number in hopes that a sales person could help me choose between two grinders. He was very abrasive and angry, unless I asked him a direct question it was just "dead air" on the phone line, never asked what machine I was using, what coffee I make. When I did ask a direct question almost every reply was "it's subjective". Taken to the extremes almost everything in the universe is subjective. I I asked someone at Eureka the same questions I bet they would have a reason why different grinders have different diameter burrs other than the engineer just rolled a set of dice.

I ordered some coffee from them a month later, no shipping confirmation, no communication, a week later I call and they are waiting for one of the coffee I ordered to come in, but have no idea of when that might happen. I would think before a week goes by they might ask if I wat to change my order to a different product."

"They provide a generalized section for open-box items. However, on the open-box product page, there are no clear and noticeable statement dictating that open-box items are sent with missing parts.
Once the item with missing parts are received by the buyer, the statement made from the customer sales representative is a direct read from an Open Box page which was not cleared directed to the consumer at the time of purchase. The conversation with the customer service on the phone was very one-sided with attitude.
"

"Bought an open box coffee machine from them that clearly states on webpage that product is tested and guaranteed to work. Received and it didn’t work , water just leaked from the bottom of machine. This machine was used , returned broken and then send out without testing by the company. Company refunded my money but was told by customer service manager that buying open box means you accept risk that machine might not work. I advised that is unacceptable and that I was very inconvenienced as this was a gift for my wife. The customer service manager did not care and would not do anything for the inconvenience. Terrible company who doesn’t care about customer satisfaction. BUYER BEWARE! "

"I made several attempts to make my order. Every time I went to my cart the order was wrong. The chat sale people are not well trained. Finally, I managed to place my order, but it has been 20 days and I have not received my order. I called last week and whoever answer the phone asked me an odd question. She asked me if I want my order shipped to me. I couldn't believe my ears. Who wants to buy something and not have it ship ASAP? I called today after 20 days. They said they will ship today. Who knows how many more days I need to wait?"

"I purchased a super auto espresso machine from Seattle Coffee Gear that was later marked down for holiday sales. They gave me store credit for the difference. I have already ordered coffee from SCG, and it has been fresh and delivery was quick. I will continue use to use this company for my coffee purchases."

"I bought a Rocket espresso machine 3 years ago and threw away the box. Now we’re moving and I stopped by the Seattle Coffee Gear Repair shop to see if they had a box. They had me bring in the machine and made a form fitted foam filled box to get us safely moved. Thanks so much to Brian and Miles for their great customer service!"

"Where to begin...

I ordered a Jura machine (new). Received something with marks on both sides of it and it was not damaged during shipping. Their response, would you accept 25 dollars in store credit... how about 50. After hearing no from me, they issued an RMA number. I shipped the machine back the same day. This is where it gets worse. They sent a FedEx Home return label, it sat at FedEx forever, I told them, they looked up the tracking and said return to sender. What do they want me to do with the machine?

So at last, I'll file a dispute with my credit card company. Customer service although nice, is not helpful or competent for my issue. Waiting forever to get responses, unacceptable.

Just a really bad experience, one of the worst I ever had."

"Machine is defective however past 2 weeks CService message service can’t receive messages and no one replies to website chats and emails"

"Purchased a Rocket espresso machine from them. If in Wa.,Oregon,Idaho and Utah then the shipper they might use will be GLS. They are the worst, my machine is a 21/2 hour drive up the freeway to my house, its day 4 and no machine. called yesterday 3 times told it will be there by 5PM. that came and went called at 6:30PM said will be there by 8PM. Called this morning and asked rep please do not lie to me like the previous women did. I was told the truth I was never on the docket to get it, they knew this and lied. The packet it very expensive so signature is required. The way that GLS does there tracking it states item enroute for delivery, if your only 21/2 hours from the package you assume it will be here today, I get that every day when I track the package. I have been trapped in my house since the 16th. waiting on a package that I have to sign for. Tried calling Seattle Coffee Gear, what a joke that is, they put you on hold and disconnect you within 2 min. I your lucky you get that, but you usually will just immediately get hung up on. Some way to run a business. They appear to only want your money after that please get lost. I am upset at the no name carrier used, complete lack of costumer care, impossible to contact. The other day I purchased a Baratza 270 WI grinder from Clives coffee in Portland Oregon. Free shipping got in it 2 days, excellent tracking. I did a call to Clives coffee they picked up promptly, From now on I will do my coffee business with Clives in Portland. If you do not believe me then go ahead an try to call Seattle Coffee Gear, then call Clives, you will be doing business with Clives."

"So I spent $799 on the phillips 3200 machine, 4 days later it went on sale everywhere for $649, they refused to match the price but told me I could return the product. Seriously a dumb policy and I will never shop with them again."

"I have purchased an expensive espresso grinder and a variety of espresso accessories from this company and have had 2 orders for which I needed to talk to their customer service department after the sale. I have left messages and sent e-mails and they have never responded to me. I am left with the impression that once they have my money, they have no interest in helping me or talking with me. I am amazed at their approach to good, repeat customers and don't know if I have ever dealt with such an unresponsive vendor."