"The item I wanted was initially unavailable, but I was notified by email of it's availability. I received my item quickly and the product was exactly as promised. An overall good experience."

"I chose SCG again over the competitors as they are fast, knowledgable, and generous with the Velton's. Ha ha. I love this company! "

"Above and beyond.
Those three words only begin to describe the experiences I've had with everyone at Seattle Coffee Gear. It's clear they are passionate about their work. Gail was ever so helpful and a pleasure to speak with. Jessica made ordering something that they apparently don't usually stock a breeze.
Follow-up was flawless and the Mazzer grinder arrived promptly and in perfect condition. I couldn't be happier.

Loads of info, friendly service and great products. What more could I ask for? On a one to ten scale the SCG folks rate a ten.

"

"My overall experience is good the tech support is helpfull"

"Great! Easy to order, ships quickly and always arrives without issues. I would highly recommended to all."

"The employees are very helpfull and considerate. I like the videos and helpful hints. The products are awesome and I tell my friends about them all the time. Keep doing a great job."

"Excellent...this time I just purchased coffee. The purchase was based on my experience with the Velton's Espresso coffee that was sent with my past purchase of a espresso machine and grinder."

"I have placed frequent orders with Seattle Coffee Gear over the past several years including the purchase of my Rancilio Silvio. I usually hold off until there are enough items that I can use to qualify for free shipping and typically receive my order very quickly, sometimes within 2 days of my order but never over 5. Great videos and information on the web site and quick service via phone with a real person; a tad slow on tech support getting back to me, but that's OK. Very good selection of products on the web site with competitive pricing."

"HORRIBLE customer service and rude to boot.
I received a Sivlia expresso machine and Rocky doser grinder for Christmas. We realized that we wanted the "doser-less" version of the grinder, so we returned it to exchange it for the one we wanted. Long story short, after the restocking fees, shipping and handling fees (on the original item!?!)and fees for not having the original packaging we were charged $75 to return the item. I asked about the waiver of the restocking fee as per their return and exchange policy, and was told that only applies if we are exchanging the item for the exact same item. What??? Why would I exchange it for the exact same item unless it was defective, which would have to be done for free? Hmmm not very honest I'd say. Also, when I was told that the resocking fee was applied because the item was returned unclean, I knew they were blowing smoke because I had cleaned the machine very well. The rude returns person, Radoje Spasojevic, told me that there were "handprints" on the machine that had to be cleaned off. For a fee of $36.00?
I would never shop here again.
"

"My purchase experience with Seattle Coffee Gear (SCG) was the worst I’ve ever known. I ordered a Technivorm Moccamaster & Baratza grinder for Xmas. SCG charged me $179 for the grinder but didnt ship it even tho packing slip said it was. SCG also shipped me an item I didnt even order for a different model machine. SCG tried a second shipment to deliver the Baratza. While waiting for it, I opened the Technivorm & found it to be apparently used instead of new, with scratches & stains & missing warranty sheet. I asked both co-owners in emails if the machine I'd been sold was used; my question was ignored. I asked if a full refund was possible, was told no because I had waited longer than 5 days to report the problems. Was given two options, swap the used-sold-as-new Technivorm or pay to ship everything back unused & receive a "full refund minus $21.50 for original S&H."
On 1/4, alarmed by the many errors & apparent dishonesty, I called & spoke with Jessica & said I was considering cancelling the 2nd shipment of the Baratza & may return everything because of all the errors & used machine. I told Jessica I'd call her back in 30 minutes & let her know. I did so & told her I'd swap the Technivorm & I wanted the Baratza delivered, but it never arrived. I checked FedEx on 1/5 & was stunned to see it was on its way back to SCG. I emailed co-owner Gail to ask why & she blamed the failed delivery on me by lying & saying I'd refused the order. I called FedEx & was told Mitch Hermes of SCG had recalled the order prior to delivery. FedEx sent me a letter as proof SCG "the shipper" recalled the order, which I provided to the owner, who ignored it with no response.
So, facing two more 7-day shipping cycles to swap out the Technivorm, & a scary 3rd Baratza shipment, I cut my losses because it was close to the Jan 15 holiday returns deadline & I had seen SCG could not be trusted (by that time I'd read the reviews). I again asked for a refund. Was told no, SCG is going beyond their policy by allowing me to return everything & be charged only S & H. So, I returned everything unused, freebies untouched, & was stunned again to get an email saying I’d also be charged for the 2nd failed Baratza shipment, and, for 1 lb of coffee I’d returned unopened (because I’d been promised if I returned everything unused I'd receive a full refund minus $21.50 S&H). I am out $64.69, have nothing to show for it, & have filed a dispute with my CC comp. SCG seems unconcerned about reputable business practices & good service, but instead seems intent not to pay out a penny, no matter how badly they screw up an order, no matter how horrid their customer service, and no matter how unscrupulous their business practices even after they are called on them.
"

"WOW!!! NEVER AGAIN.

This was a test run in selecting a supplier and I have never had such poor service. After I placed my order I received an email confirming my order.... great I will have my gear in 5 to 9 days. (My credit card has been charged too.) 9 days go by and I have not received my order. I should have called then but chose to wait a few more days because it was over the holidays and I assumed that shipping could be running slow. When I didn’t have my order 15 days after I placed the order I called the store. I was put on hold for a really long time and had to hang up and call back. When I did finally talk to someone I was told that my order was on back order. Why was I never told it was on back order? When I asked, I was informed they sent me a email about the back ordered item. I re-checked my emails, inbox, trash and spam.... NOTHING. Plus the item was never listed on the website as backordered. When I stated how disappointed I was in their customer service, I was not even given a "sorry" but rather was told again, that they DID in fact email me. The person I spoke with was not very friendly and in fact a bit rude. I was then told that I had the option of selecting a different item in place of the one on backorder, to which I accepted. At this time I should have canceled my order.

The following day I got an email stating my order was shipped so I waited 9 days…… when I didn’t have my order after waiting 9 days I called back and this person was more helpful/nicer than the last gal I spoke to. She couldn’t figure out what was going on with my order and needed to talk to the shipping rep who was not in the office and she said she would get back to me. The following Monday I got an email saying my order was shipped. At this point I am really upset because if I had known that it didn’t really ship when they said it shipped the first time I would have canceled the order. They did express ship the order because I received it the following day BUT it was A MONTH after I placed the order. Ordered=12/26/2010 Received=1/25/11.

This is not acceptable for a supplier (or retailer). This saddens me because I wanted to give my business to a local company but now I will be looking elsewhere for my personal and professional coffee needs.
"

"I did a little research on the company SeattleCoffeeGear.com, to try to put my mind at ease. I found very little negative reviews. Before making a nearly $3,000.00 purchase on line for an espresso machine and grinder I wanted to be sure. I did have a couple issues with my machine but they were handled the best way they could have; after the fact. I do think they should have taken more steps to insure my installation was more trouble free for the money you are spending. Overall I feel good about my purchase, even though they did not post my review on the Rocket Espresso Giotto Evoluzione Espresso Machine I purchased from them. I think this is due to being critical of their new flagship machine, that is “NOT-completely USA ready”."

"Short version: extremely slow shipping on refurbished items (ordered December 10 and didn't ship until December 22), customer support via email slow or non-responsive.

Ordering a gift for Christmas and thinking I got a great deal, I picked out a refurbished Superautomatic Espresso Machine. Big ticket item for a lot of people, you're plunking down $500 on a single item in this case, so you would hope the experience would be pleasant. It was not.
Ordered on December 10th and their site states 1-2 days "processing" time on refurbished machines before shipping. December 15 I email to see when the item will ship because it is still listed as processing. I receive an email back that states they are backed up and processing time will be 7-8 days from the order, but am reassured that the item will ship by December 17 and arrive in time for Christmas. December 17th and I receive shipping notification, but there is no tracking information, despite saying "click here to view your tracking info". December 20th and still no tracking info, so I contact via email again and receive no reply. December 22nd I email again and receive word that it was "inadvertantly marked shipped" and will ship today the 22nd with tracking info. I follow up with an email, then call a few hours later to inquire if it will arrive in time for Christmas, as was indicated the prior week. I am told it hasn't shipped out yet today, and if I want it to arrive for Christmas I can pay $50 for expedited shipping in order to arrive in time. I politely turned them down and stated that I would not pay extra because it took them 13 days to ship my order, and that I will not be giving them any business in the future."

"Their online retailing arm is horrible and their customer service is about as bad as it gets. I ordered one simple filter basket for an espresso machine and paid extra for expedited shipping. It was shipping 4 days later. Wow, how expedited. As a result, I figured I would refuse the package at the Post Office. So, the package was refused and returned without being opened. I email them to inform them that the package was headed back to them, only to find out I need an RMA number to return a package (really? how many returns do they get where they need RMA numbers - you aren't amazon). The package is likely at their store but apparently they cannot process this return without an RMA number. Great customer service! Now I have to initiate a chargeback with my credit card company. So ridiculous. Simply put, horrible customer service and I'm staying away and will tell others to do the same. There are a lot of online coffee retailers out there who actually try to please the customer (what a concept) - this is NOT one of them."

"Very competitive pricing, more than fair shipping charges and great communication! Would recommend to anyone."