"Items were sent promptly via UPS which is fine. However, Whole Latte Love expressly decided to limit every single option to facilitate delivery. They chose to forbid pre-signing for delivery as well as disallowed package to be held at UPS store when they shipped package. The only way to get delivery from this company’s is to be present when attempt is made. I have never before encountered a company that made it so difficult."

"Speaking with Nick -- It was the easiest ordering process ever and very informative on the machine itself. "

"Bought a machine from them, received it in about 3 days. Awesome. followed the start up guide, and when I went to use the machine the alarm bells went off. I followed their videos on their sight, and found that there was a screw in the grinder that destroyed the grinder. bummer, so excited to use the machine. Filed a tech report that night. Called in the next day mid day because no one got to me. emailed photos of everything, (screw is still jammed in there and ceramics of grinder are broken). Tech guys immediately said not my fault, and they would issue a return and ship me out a new one immediately after I drop the return off at UPS.
No email or anything came that day or the next, so I called in.. Sat on the phone with a very nice woman from New York as she was trying to get me a return label. After 45 minutes of us sitting and chatting on my lunch break, nothing doing, she said, I will follow up and get it emailed to you. Well I am 5 days removed from the whole process and nothing has come to me. I look on Amazon (don't want to support them if I can help competition stay alive) and it is 50$ cheaper and I know the return would be seamless. Wth? is up with whole latte love and their policies. Something about accounting has to approve it or something.
1st the tech said the issue I emailed about wasn't even opened, so no one had even looked at it. 2nd I can't get the darn return tag so I have a $500 machine sitting here that needs to be replaced. In the end I bet another week will pass. So frustrating and they close at 4 or something, so it is hard to get in touch during the work day and wait on the phone etc. I guess Amazon it is.
UPDATE: Monday, I submit another ticket and I reopen the one they labeled solved in my account. I asked for help. I called (they were not answering phones on Monday according to a message) and so I received a response that I would get a label by the end of day. I received it at 1.30pm, dropped off my machine (which they said would then get my new machine mailed) to UPS. It is Tuesday afternoon and I have received no shipping notices or anything as of this point. We will see? I will wait till tomorrow before following up.
Update: Shipped Wednesday night, should be here.
Thoughts on the process. There was truly zero outreach or organization by Whole Latte Love. The best way to communicate is online through their help icon. I am upping the stars to give them a modicum of understanding, but in the customer service world, their should be a better system of how is this going to happen and what is the easiest way to get it done. From what the agent told me while on hold with her (she was great, we talked about how her daughter started caddying at the PGA Course nearby) she was waiting on accounting to approve the UPS return label... WTH?? Seems like the system should be more streamlined, and exactly how this works should be told to the customer, as we are trusting hundreds of dollars to be out there in the ether of the internet and follow through is lost in big companies.

Thank you Whole Latte Love for following through on your word.

1 last thing I learned. The return process of buying one of these units could be expensive for you. You risk yourself buying online, having to pay for the return shipping if you decide to return with them. So look closely at the size of the unit, does if fit under your cabinets, does it work with your counter space, etc. This isn't Amazon."

"Extremely satisfied with support received from Brian Tucker. Responded promptly to my online tech support request and provide an order for the part I needed to fix my machine. Greatly appreciated his help. "

"All around a great experience. From sales to tech support ! We are a lifetime customer for all things coffee ! Thanks a Latte "

"Tim provided great customer service. He was knowledgeable and got my replacement moving quickly!"

"Melissa was awesome. I was really frustrated after trying to troubleshoot my new machine for 2 hours. Melissa was really understanding and helpful and fixed my problem. Thank you so much "

"I needed some help with nuts and bolts that came loose on my machine during transit. I contacted Whole Latte Love by e-mail, where representative Nick Kadlek helped me out. He quickly determined where the loose hardware belonged so that I could get the parts replaced and the new machine safely up and running. He also determined what hardware I was missing (lost in transit) and quickly got me replacement parts on order. Great Service"

"Couldn't find a replacement part on the WLL website. Left a message asking if the part was available. Within ten minutes, Aaron had not only replied but took the initiative to prepare all the necessary order preparation so all I need to do was sign into my account and hit "Confirm Purchase".

Thanks!"

"Really appreciate the advice I got from Melissa regarding a replacement filter basket for my Gaggia Classic Espresso Machine - truly helpful and ensured that I bought the correct piece - thank you so much Melissa."

"Excellent support when we had an issue. Tim took the time to follow up with every problem and ensure that we had every ability to take care of the problem ourselves prior to sending the machine back to them. Even though we had an issue with our machine, I was very happy with Whole Latte Love's support and information throughout the process. This is our third machine that we've purchased from them and it won't be our last!"

"Had a great purchase experience last year. Had a bit of an issue with Milk flow in my Cadordna Milk, Melissa was quick to help and resolved with Under warranty support. Thanks WLL team!"

"It started with a ? That then met with a failed order….No fault of wholelattelove. When I called to ask if they could modify my order they were very helpful. And followed up to make it a good experience…..despite the WWW fighting me.
Thanks Emma. Appreciate the help. And now to order a water filter…"

"Mr. Steve was exceptionally helpful with getting the parts ordered for our 20 year old Expobar Athena Control. There's not exactly a handy menu for ordering the correct parts for that old machine, but he knows the product line well enough to make it easy for me."

"I had recently purchased a Gaggia Pro from Whole Latte Love (very easy, great price!) and quickly decided I needed a grinder. Read reviews and watched WLL videos. Thought I knew what I wanted but after talking with the knowledgeable and friendly sales person, I ended up with the Eureka Mignon Single Dose. This grinder is perfect since I drink caffeinated and my wife drinks decaf. Thanks so much for your advice! Both machines were delivered promptly. Great service. "