"Not only did they send me the wrong machine, it looked like a demo and didn't work! I asked to return it for a refund, but I'm not getting a response."

"I should have read the reviews. My machine was defective out of the box. I asked for an even exchange and the response I received was ridiculous. I was told I had to pay for return shipping, they would charge a 10% restocking fee if I did not buy a new machine and I should contact the manufacturer for help. There are so many things wrong with this response. Are they restocking broken machines? No wonder! They do not provide free return shipping for a defective machine? This is good reason to check reviews and buy from companies that stand behind their products. When I questioned this I got the response to just contact the manufacturer. Never again and I absolutely recommend going to a retailer with customer service. "

"Been a customer for a long time. Purchased two espresso machines, accessories and a lot of coffee. Had an issue with my ECM SYNCHRONIKA so I decided to call tech support. Unfortunately you can’t speak to anyone anymore. You have to get a ticket and you’re lucky if you get a response in a day or two. If you have further questions you’ll be lucky if your issue will be resolved in a week. How impersonal!
I was told by rep named Tracy that it’s better than long waiting periods on phone( how about hiring some more help if your that busy).Don’t let them convince you that your getting the same service.I guess it’s all about the almighty dollar with them, not about customer service. What a shame after all the money I spent. I think it’s time to start buying my coffee and accessories when needed, from another company.There are other coffee suppliers out there that are willing to give you a few minutes of their time on the phone."

"I bought a new Gaggia Brera from Whole Latte Love and received it on August 6, 2021. It did not work out of the box. It leaked coffee grounds and water underneath the unit. My initial call with their tech support team seemed promising as their rep Bob was both knowledgable and friendly. After stepping through a couple troubleshooting steps and sending him some pictures it was determined that most like the "brew unit" was the culprit, and Bob said that he'd get approval to ship me a new one to try out. That whole process only took about 1-2 hours to complete and I was hopeful. At this point my hope is diminished. I have been unable to get any response from their customer support or technical team for over 3 days. I did receive the replacement brew unit as they promised...but it did not resolve the issue. After numerous unanswered phone calls to their customer support and technical support (phone options 2 and 3), out of desperation I selected option 1 for their sales team. I did get through to someone there, but she directed me to emailing the technical support team for "warranty replacement." I found this frustrating as it is a brand new unit, and I'm having to fight to get a replacement unit. I'll keep the story going, and hope I can raise this 2 star to a 3 or 4 star rating. I think the only way that happens is if they replace this broken unit with a working one, and expedite the shipping. For now...I would say avoid Whole Latte Love.

Update 8/11: Got through to their Customer Support department. Tay was great and got a new unit coming out. I had to pay for it, but I'm supposed to get reimbursed when the busted one goes back. I'm not sure this experience will ever be a 5-star, but it's starting to go in the right direction now."

"UPDATE: Five days after leaving this review, and 8 days after contacting them, Whole Latte Love changed their mind and decided to give me store credit for the $300. That's better than nothing, so I've increased the number of stars. Below is the original review.

I ordered an espresso machine from Whole Latte Love, after seeing their review on YouTube. It was $1049 at the time of purchase. On the day my machine arrived (one week later), I went to their website to look for a milk frothing pitcher. While there, I noticed the same machine was on sale for $749 ($300 less than what I paid a week earlier). I emailed to ask about a price match since they had lowered the price before my machine was even out of the box. They said no, price matches must be done at time of purchase. But this was a price match of their own price. Every company worth using will give you the difference if the price changes within a period of time (which varies from company to company, but almost always if within the first 7 days, which this was.)

I was informed that I could return the unit, minus a 10% restocking fee, then re-purchase it at the lower price. So, instead of simply crediting back the difference (or even giving me store credit, which I would have been OK with), they wanted me to ship it back, then wait another week for the "replacement". And instead of the $300 difference, it would have only been $195 after the restocking fee. There was no wiggle room, no amount of common sense, nothing. It was more work on their part, too, as they'd have to refund my initial purchase, process a new purchase, receive the original unit, ship out another unit, etc. Their outdated and archaic "set in stone" policies cost everybody more time and money."

"I bought a Rocket espresso machine and Rocket grinder last spring; the sales people were helpful. But the espresso machine developed major problems in March (within 9-10 months of purchase). Although the machine is still under warranty, WholeLatteLove doesn't want to fix it themselves; they instead asked me to try and fix it at home, based on (not particularly well written) instructions. The presumed faulty part ETA is sometime in July and then then they will ship it back to me. But there are likely more substantive underlying issues they are conveniently ignoring. I am expected to fix and substitute parts in the coffee machine myself, and even if their superficial diagnosis is right (i doubt it) I will have been without the coffee machine for several months. So if you want to spend $$$ on premium coffee machines from a company that takes its customer seriously you might want to buy elsewhere. Terrible customer experience.

PS note the number of 1 star reviews in recent months on google"

"I ordered an expensive machine that was packaged poorly. No bubbles no airbags just slid into a box. I wish they let me post pictures to show you here. Returning it has been a long nightmare. They no longer have my machine it has taken so long. The new machine is now on back order and will not be here until next year. It took 5 days and three 30 minute calls to get a shipping return label from this company after reporting the broken item, really? They do not have a fully running business. They are short-staffed and do not care about customer satisfaction at all. I only used this company once and I am so upset at myself for doing so. Save yourself the time and deal with a company that cares about their customers and the hard earned money they spend with them."

"i got a new machine ($989) , and i try to set up the machine and it dose not work. and i try to return it or replace it. they said i have to cover the shipping and restocking fee.. they send me a broken one and still ask me to pay the shipping fee and restocking fee"

"Bought a Jura J 80 refurbished from Whole Latte Love and after $1400 received it and it would not make a cup of coffee. Contacted Jura and they sent a replacement and it leaked coffee all over the counter top. They claimed they would test second one completely, obviously that was a lie. Anyone testing would see coffee leaking as it was a huge amount. Return are horrible, customer service horrible, refurbished machines horrible. Whole Latte Love continued to make it worse giving me wrong instructions. Best case don't bother with either company."

"I was sent a scratched up, DIRTY, very clearly used, defective Delonghi espresso machine & customer service's answer to my complaint is that I have to file a warranty claim with Delonghi. This is not a warranty issue, this is a quality control issue. This machine is literally spewing water from every seam. Now I have to sit & wait for Delonghi to respond and at this point, I don't want a replacement machine from this company or retailer. Awful customer service. "

"I've been purchasing from WLL for 19 years now and have always had a great experience. I bought my first espresso machine from them in 2001 and just replaced it with an ECM Classika. I had a lot of questions beforehand, and they were always available, helpful and super informative. Helped guide me to the perfect machine for me. Even talked me through a modification I was considering. Shipping was free and immediate. I'd recommend this place, I have had nothing but a positive experience with them."

"If I can give 0 star. My husband bought for me a kettle Jura-Capresso H2O from WholeLatteLove.This kettle has a strong chemical smell. when the unit is boiling water, and It turns off too quickly. The two previous ones that I owned, however, worked perfectly. Now, it appears that there is poor manufacturing of the newer units being done. I am very disappointed with this unit, and do not like how “Whole Latte Love” customer service handles my complaint. Due to their rigidity, I will never purchase from this company again. They claim, moreover, that this is not a defect. I was very surprised that I will be charged a fee for this item - that have just received from USPS. I gave the info to customer service, but my purchase was not treated as a just delivered purchase. I was still told that it will be treated as any other returnable item, and not as a defected item. Return policy is very confusing and not in detail – for instance, how much are they charging. In conclusion, this is my first experience with this type of harsh customer service that do not honor stand by the products they sell."

"I have sent my machine in 8 times for repair and replacement - they make me pay for shipping each time! The shipping costs have become even more than the expensive, complicated machine!"

"Spent over $10k on the DC Mina, wowed by the promises of "next-level performance"
and versatility. Received the shipment with numerous pieces requiring installation, no shipment list, no meaningful instructions on installation. At least 10 telephone conversations were necessary to work out all the bugs with installation. The manufacturers booklet is laughable, especially for operating instructions. The app also comes with no instructions for use. I called WLL numerous times to learn that most of the telephone staff are not trained in the DC Mina. I ultimately found a guide on another website, a former distributor, Clive Coffee. This at least allowed me to use the machine!! When I spoke with Todd Salzman, he acknowledged that the instructions were woefully insufficient and offered to make videos that he would post within the week. The next week, when no videos were there, I contacted him to learn that he "was not able to get any studio time."

PLEASE RECONSIDER before purchasing the Mina from WLL for now. Hopefully soon there will be some meaningful operating instructions and you won't need to wing it as I have. After spending over $10k, this isn't what anyone would expect...."

"Whole Latte Love provided me one of the BEST customer experiences I've ever had. I purchased a Gaggia Brera Super Automatic Espresso Maker from them after a lot of research and I am so glad I did.
After a few months the machine developed an issue. I called WLL and was connected immediately to a live human being who tried to assess the problem and promptly sent out a part which unfortunately did not solve the problem. They issued me a shipping label so that I could return the entire unit and within about an hour after they received it and got it on the repair bench, I received an email asking for permission to send me a new machine.
I could not ask for a better customer service experience especially from Tracy there. Communications by email are superb and everyone I spoke with was extremely knowledgeable and helpful. I highly recommend anyone looking for high quality products and customer service shop with Whole Latte Love."