BBB Accredited Business since

Salzman Group, Inc.

Phone: (585) 924-7170 Fax: (585) 292-5823 View Additional Phone Numbers 2200 Brighton Henrietta Town Line Rd, Rochester, NY 14623 http://www.wholelattelove.com View Additional Web Addresses


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Description

This business offers coffee/tea/espresso equipment, supplies, sales, online sales, equipment repair


BBB Accreditation

A BBB Accredited Business since

BBB has determined that Salzman Group, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Salzman Group, Inc. include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 43 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

43 complaints closed with BBB in last 3 years | 12 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 0
Delivery Issues 1
Guarantee/Warranty Issues 6
Problems with Product/Service 31
Total Closed Complaints 43

Customer Reviews Summary Read customer reviews

2 Customer Reviews on Salzman Group, Inc.
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 1
Negative Experience 0
Total Customer Reviews 2

Additional Information

BBB file opened: October 25, 2000 Business started: 01/01/1998 in NY Business started locally: 01/01/1998 Business incorporated 02/24/2000 in NY
Type of Entity

Corporation

Business Management
Ms. Lauren Salzman, Owner
Contact Information
Principal: Mr. Gary Salzman, President
Business Category

COFFEE BREWING DEVICES COFFEE ROASTING & HANDLING EQUIPMENT COFFEE & TEA COFFEE BREAK SERVICE & SUPPLIES

Alternate Business Names
Aabree Coffee Company Home Expressions Whole Latte Love
Industry Tips
Internet Shopping

Additional Locations

  • 2200 Brighton Henrietta Town Line Rd

    Rochester, NY 14623 (585) 924-7170 (888) 411-5282 (866) 287-4634

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/28/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They promised a price match on the product and would not honor when i asked for it. I spoke to Dan and he was supposed notate my account and when i called back the lady would not honor bc they said he didn't notate. It was the gaggia classic was on sale for 286 plus tax and they will not go lower than 318 ...this is a brand new machine they promised me then lied to me about a price

Desired Settlement: I want a store credit for my inconvenience towards the price of the machine as this is ridiculous and a refund if i buy something in before i hear back and wasted my time so i want compensation for my hour on the phone

Business Response:

Hello there,

 

We are sorry we could not honor your request.  We do price match exactly what any competitor offers.  We do not go beyond that pricing.  

Our policy states that we will match the price of a competitor for the same offer: https://www.wholelattelove.com/pages/price-match-form.  Which we did agree to. 

At this point you made no purchase with us and not owed any compensation.

 

The Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I made a complaint about a promise an employee made to me for the price of the certain product. He was supposed to screen shot and take notes of the products and told me to call back this weekend and he would honor the price match. He did not do his job as when i called back to purchase they said my account had NO notes on it. I spent 45 minutes on the phone looking at 2 espresso machines with him and we narrowed it down to two. However he said take a day or two to think about it and i will honor the prices after i asked however when i called back they wouldn't honor anything. I asked for a store credit or discount to my next purchase to make up for the purchase 
Regards,

*** **********




4/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I can't believe the BBB with great reputation it has allows this company to advertise BBB with an A+ rating no less. I have never in my life had such a horrible experience with any company. Quite honestly, they are scam artists. I have filed complaints with ******** ******* as well. I found many, many, many similar experiences with their service online. You can find online or look at **********.com and search Wholelattelove - see what you find. They are ripping people off. I spent $2500 on espresso machine grinder and coffee 1) - they sold me a used machine - represented as new. 2) - I retuned it immeditely and they would not give me credit or replacement as that is all I wanted - they made me pay $30.00 to return the broken/used machine. 3) - when I called, nothing but excuses, lies and no action 4) - I ordered a replacement machine, they charged my card, then intercepted the shipping for return to them! And did not credit me. This is the worst experience you could have with any company and they advertise A+ with BBB? If no action is taken, I will continue to spread word.

Desired Settlement: I want full credit for returned machine that sent back to them. It was used, defective, not in original packaging-a lie That is $305.00 I want $30.00 shipping I paid refunded. I want $305.00 refund for 2nd/replacement machine they intercepted. I have been charged $610.00 for 2 machines, paid $30.00 to return defective machine. And they have both machines. I want my money refunded and I will shop at another company from now on.

Business Response:

Mr. ******** was having issues using his new grinder that was purchased.  We are little confused over the complaint of sending him used equipment as this was never discussed in any of the conversations that Customer Service or Technical Support had with him.  He received a new product.  We NEVER sell refurbished equipment as new and again this was never a complaint with the customer.  

At times some grinders take time to dial in and our CS and Tech team responded professionally and truly tried to help this customer with the issues that he was having.  He insisted on a return and agreed two times to our standard return this is very explicit in our policies if there is nothing wrong with the equipment then customer is refunded all monies except for the original shipping.  The grinder was inspected thoroughly and tested in house when received and it was in good working condition.   

This customer then filed a charge back for this first grinder before we could issue a credit. On a side note it can take up to two weeks (or 10 business days) for the equipment arrives at our warehouse and the equipment is inspected for a refund.  Once a chargeback is issued the credit card company freezes the account and we are unable to issue the refund while they are reviewing. So even at this point if we wanted to issue a credit for shipping we cannot.

The customer then bought the same grinder online  - technical support advised not to order the same grinder. He threatened to do another charge back on this second one - this is the reason that the second grinder was rerouted back to our location.

A full credit was issued for the second grinder yesterday.  This may take up to 24-48 hours for this to show on your credit card statement.

We do apologize that the first grinder did not work out but as mentioned we did a full inspection of the first grinder once it was received into our technical department and could not find anything wrong with it.

Our CS team and Technical team spent a good amount of time trying to analyze the problem with the first grinder and offered great support to this customer.  Sincerely.  The Customer Service Team

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear 

I'm sorry - their story is a lie. If the grinder I returned worked, how come I ordered the same one again?

If technical support told me not to buy it again, why would I?

I did say if we did not resolve issue/credit on first one, I would return second one - then after

you charged me for that one, you pulled it back during shipping - again, after I had already paid!

I have yet to receive the credits for both grinders that ordered and one returned, one never got to me

as they intercepted it. I paid for both!  

I want the credit to my credit card that was charged as previously requested since I have been charged $610.00 and paid $30 to ship back a defective/fraudulent rebuilt grinder. 

I suggest if the BBB wants to maintain credibility, they check this company out and the many horrible reviews online. They advertise A+ BBB rating no less! This is so far from the truth.  This company is the worst I have ever dealt with - I am not a complainer. I'm going to **** as well. This is Fraud.

I simply want money back for items returned. $610.00 + $30.00 shipping - why would I accept anything else? That puts me back at neutral with time, effort and aggravation wasted.

**** ********


Regards,

**** ********




Business Response:

The first machine cannot be refunded due to a chargeback on being filed on your account.  The amount that is refunded will be determined when the chargeback is actually is resolved.  Once it goes into this mode we cannot issue any type of refund.

A credit has already been issued for the second machine - again this was mentioned in the first response. Each credit card company will be different in posting the credit. Most take 24-48 hours to show up online.

Again we are sorry that this grinder did not work out for you and we feel we did everything we could to accommodate and help you with the issues you were having.  Our technical support team is one of the best and we do not sell any type of used equipment as new.  

The Customer Service Team

4/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The Rok grinder we purchased from the merchant grinds coffee. They shipped it to our home after an online purchase. When we received the product, we noticed the box was previously opened. During use, the product sprays coffee grinds. We complained to their support team and they suggested sprinkling water on the coffee beans prior to use. We used this tip but the problem did not resolve. I called back to their support team and they wanted us to send a video. We sent a video demonstrating the problem but they have not yet responded. The following is a link to the video we sent: *****************************************************************

Desired Settlement: We want the company to send us a shipping label and pay for the shipping of the product back to their warehouse. We also want a full refund on the defective product.

Business Response:

This product was not defective and is eligible to be returned under our 30 day return policy.  This is a hand grinder some spraying of grounds is normal, as the grinder does shatter the beans.  The more oily the beans, the more of a mess it will make, this grinder does not have a chute of any kind to structure the flow of grounds, so clumping is normal.  A return authorization was sent to the customer on 03/18.  They are responsible for shipping the product back to us.  The Customer Service Team

Consumer Response: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,  ***** *******




2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a Baby Gaggia Twin form Wholelattelove .com on Nov.15/14. On Jul.28 2015 the machine was shipped to them for repair, the water pump start on its own, returned to us on Aug. 29/15. After less then three weeks of using, we encounter the same problem before the previous repair, plus tripping the GFI. The machine was then send back for a second repair on Oct 22/15 , returned to us on Nov. 27/15. Two days of using the unit we have again the same issue, and the frother is not working properly. I have Email to Mr. *** ******* on Dec. 8/15 on my ongoing problem and requesting a full refund or a store credit .Gaggia is no longer Manufacturing this unit, as of January 05 2016 Mr. Gary ******* has not contacted me : therefor I mail two certified letter to Mr. ******* and to Mr. M****** the internet sales person and still no response. We are not novice with the Baby Gaggia it is the third time we purchased this machine but not happy with this last one , and we cannot afford to throw $435.00 out of the window.

Desired Settlement: I want to return this machine and get a store credit toward the purchase of another I.E The Rancilio Silva redesigned V Espresso Machine Advertised for $685.00

Business Response:

This customer has been taken care of and is very happy.  

The Customer Service Team

2/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Issue with: Repair order #1631953 Whole Latte Love **** *** ***** ********, On November 30, 2015 we sent our coffee /expresso machine in for repair. We purchased this machine in April/May of 2015. We had several issues at the beginning with the coffee pucks not being formed and the machine at one time “locking up” and unable to use. At this time we called and my husband had to “fix it” over the phone. He is an electronic engineer and he said I would have never been able to do what was expected of him that day. No matter how many times he attempted to descale the machine, it would not stream very well. We tried several different brands they suggested and we still had problems. Finally we sent it in knowing we would have to pay both shipping charges ($80.00 to $100.00). We were recently told that due to our negligence in descaling the machine, we would have to pay an additional charge of $100.00. At this point we are approaching the cost of the machine that we only used for 6-8 months. I asked to speak with a representative and was not allowed. After much insistence I was told the service department would call me back but they didn’t!!! I asked for the name of the owner and Tracy (ext. 5191) refused to give me his name until I told her I would find it on the internet myself. The owner is Gary Salzman but to go on linked in to contact him was very difficult. The reason that I am pursuing this is due to the fact that this is our SECOND machine we purchased from this company. We used the first one for 3-4 YEARS and enjoyed it so much, we bought a second one. We put it in the attic for a spare machine and we are presently using it until we get this resolved. Over and over we are told it is our fault that the new machine is not working but we are doing NOTHING different than the first machine. There has been absolutely no “Latte Love” shown to us with customer service when all of this was shared with them. WE THOUGHT WE LOVED THIS COMPANY AND THE MACHINE ENOUGH TO SHOW IT TO OUR FRIENDS AND SHARE THE WEBSITE TO PURCHASE!!! Please help us get our machine repaired or replaced without giving them any more money. My husband and I are professionals who work very hard and this has consumed much valuable time trying to resolve. Our contact #’s **** ******** ###-###-#### ************* *** or ***** ******** ###-###-####

Desired Settlement: For them to repair the machine at no cost and I will pay shipping cost to return the coffee machine.

Business Response:

Your Gaggia Brera was having issues due to the fact that scale had built up significantly enough to damage the selector valve.  If we receive a machine that has that much scale built up it voids the warranty.  So you were charged for the labor to replace the part and the time it took to analyze what was wrong and have the machine completely cleaned of the scale that again was significant.

You should be using this brand; Gaggia descaler every three months on your machine.  During the research we do not see an order for descaler so have no idea what you are using to make sure your machine is cleaned properly.  Depending on your water hardness and machine usage this may need to be done every month.  You were charged fairly.  $100 cleaning fee and $39 for shipping due to the warranty being voided because of the condition of your machine.

The Customer Service Team

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did order new expensive espresso machine ( ECM) from this company by the time when when I receive the package did find for almost $2400.00 they charged my account for a new machine. They send me used or refurbished .. I do have prove for it But they do not admit to that. I am looking for justice from your department

Desired Settlement: Please have them send me new machine. I do not trust this company no more

Business Response: This machine was absolutely not a used machine.  All of our prosumer machines are tested and prepped before they leave our warehouse. This was explained by our technical manager, he had a long conversation with the customer and even ran through the machine with him to make sure everything was in working order.


The Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

...of course that have to protect themselves from mistakes but my question is if what they claim and say is true than # what is the reason their technetian have to go true processing how to take the machine top apart and adjust the temperature and other things on this machine I did think they told me and you #### the machine was absolutely new and they have to fine tune it befor to out of the door( sorry I found that hard to believe and on top of that like a bad surgeon leave their dirty rag behind ...for what they told me to do on the phone how to take the machine apart and adjust what they did not adjust . They should be really thankful for my engineering background otherwise they could be responsible for any mistakes from regular costumer to be electrocuted (sorry not everyone are capable of this things. They should know better!) please tell them.  Instead staying strong on their mistakes  and opinion take a little brake and offer something which make the costumer happy for amount of almost $2400.00 that is not a little money
I think that is only fair....
Regards,

******* ********




Business Response:

This complaint was that the machine was not new.  The machine is a new machine.  All of our prosumer machines are tested and cleaned before they are shipped out, this encompasses all of our  prosumer brands.  The technician that went above and beyond talking to this customer was ensuring that he knew how to operate the machine and spent a huge amount of time with him on a Saturday.  As stated the customer was happy with the outcome and the machine is in excellent working condition and is a new machine.  

Per our policies is not eligible for a return.

The Customer Service Team

1/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a ****** espresso machine and complained about a leaking frother shortly after purchase and well within the warranty period. The leak was confirmed with video that was sent to Whole latte love. I was told to apply more pressure to the frothing ***** which I did and that lessened the leak but did not illiminate same. Further, they said if the leak continued, the steam valve would have to be replaced. Over time the leak worsened. When I contacted the company I was told the unit was now out of warranty and I would have to pay for repairs.

Business Response:

Dear Mr. ********,

We are sorry you are having an issue with your machine, you are covered under extended warranty.

  • Order number and which company: Whole Latte Love, original order *******

  • Date machine was purchased: 10/06/2014

  • What machine: ****** Classic

  • Description of complaint: On 12/26/15, customer reported that the machine is leaking from the steam wand.


Per out policies you are eligible under our warranty to send your machine in for repair.  You are responsible for returning the machine to our tech team so they may evaluate what may need to be done to the machine and

what condition it is in.  Please make sure you package the machine in the original box if you have it.  If not something suitable for protecting the machine and make sure you insure it for the full value of the machine - we

recommend either UPS or FedEx as they have the most reliable tracking system.  The first time that you called in to our tech team (early 2014) you were having problems with the panarello wand coming off and this was

solved.  There is nothing noted inour system that you were having any problems with the steam wand leaking until 12/26/2015.  The machine you own is the ****** Classic. You were also offered the choice to purchase the

part when you do not have it diagnosed at our location you are responsible for the cost of the part plus shipping.  Please see the link to be understand our warranty policies.  You have a one year extended warranty on your

****** Classic.



https://www.wholelattelove.com/pages/repair-center

If you have any further questions please feel free to contact us at anytime. 

The Customer Service Team.

12/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an espresso machine from this company in September. about a month after I received this product I started having problems with turning on machine and notice it was coming from the power switch. I had only used the machine a few times when this started happening. When I went to purchase the machine customer service was excellent and was more than happy to sell me their product. Which was around $700. However when I tried to call and speak to someone regarding the problem they did not have time and said only to email them with any problems. I was annoyed that if you need to purchase a product they will gladly help you but tell you to email if there is something wrong. The response time and correspondence was frustrating and they did not seem interested in making it easy for me to get this resolved.

Desired Settlement: I would like them to exchange the machine for another one in good working condition or repair this correctly and pay all shipping costs. The resolution they were giving me seemed unacceptable as well as their unwillingness to help after the sale.

Business Response: To our Valued Customer,


After reviewing your file your machine is still covered under warranty.   Under our policies you are responsible for shipping the machine back to the repair center, with a reputable carrier such as UPS.  You reported that you were having a problem with the water filter on 9/14 and that was resolved however we do not have any record of a power button problem until 11/18 so your machine is not illegible for a return at this time.  Our customer service representative has taken extensive notes on your issue and has done a wonderful job in communicating with you. Your warranty repair should be covered under our policy except for the shipping cost.


 Our Technical Supervisor sent you an email to please contact her to set up the repair.  Please contact her Monday to discuss your issue and if you have any questions about the warranty repair service.


Order *******

Purchased 9/8/15

First reported water filter issue: 9/14.

Power button issue reported 11/18/15

Sincerely,

The Customer Service Team


11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Whole Latte Love advertises free shipping on their web site and free returns within 30 days of purchase. I purchased a brand new Gaggia from them but opted to return it (box was opened but machine not used). Upon receiving my refund I noticed that they had deducted a shipping charge of $35 (though I had shipped the item back at my expense). So...I emailed and after a bit of back and forth they tell me that shipping is charged back to the buyer with returns! When you clic on their return policy on their main page it brings it up but no where does it state that you pay for shipping. You must go to a subsection to see that they state so! I tried discussing the matter with the company (via several emails and phone call, last call on 11/12/15 spoke with Dillon, customer service manager) but the company refused to refund the shipping charge.

Desired Settlement: Full disclosure on their lainding page and return policy of cost associated with returning of products and refund of "shipping charge".

Business Response:

Dear Mr. *******,
We are sorry there was confusion about our Return Policy.  This is not listed in a sub-set but on the main page there is a link to our FAQ's and lists in very clear terms what our return policy is. We however love to get this kind of feedback and appreciate you contacting us.  The Customer Service Team. 


Please see below. 



Credits and Refunds

  • What will I be refunded?
  • For a standard merchandise return, your refund will be issued less our original cost of shipping the product to you and any fees or charges associated with accepting delivery of the shipment (if applicable).  
  • When will my refund be processed?
  • Credits on orders received in complete and good condition by the warehouse will be issued within 30 days of receipt.  Refunds are processed in the order in which they were received.
  • How will I receive my refund?
  • The balance of a credit will be refunded to the original form of payment(s) used to purchase an order.
  • What If I paid for my order with a Gift Card?
  • The amount paid toward an order’s balance by an eGift Card will be returned to the purchaser in the form of another eGift Card.
  • My order was lost by the shipper, how do I get a refund?
  • Please call Customer Service as soon as possible. If a package is not delivered, UPS can help by performing a search to locate your package.

10/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased $1100.00 coffee brewing machine. Worked for three days then stopped working. Tried contacting by phone and was told only communication regarding service/repair is via email. Contacted via email with description of problem. Was contacted back with questions asking what was the problem (which I'd already described in the 1st email.) Asked if I could speak to the technician and was told the technician was sick and lost her voice therefore couldn't talk on the phone. Continued with several emails back and forth over the course of a few days with nothing more than them asking the same questions I'd already answered. Told me I would have a call tag for pick up and they would replace the product. Waiting for Sales Manager approval. Then another technician called me one time to troubleshoot the machine. I missed the call. I tried calling back and got voice mail. I emailed these details and notified them that I would be traveling for work and needed to get this resolved right away. They responded that I should try calling the technician back. We could have resolved everything with one phone call, an email with call tag information and a replacement - all in one day.

Desired Settlement: I want a working replacement machine immediately shipped and a call tag issued to pick up the one I've got boxed up and ready to go. I want a full warranty and commitment of phone availability for technical support or trouble shooting if needed for the replacement machine.

Business Response: Customer was contacted yesterday Oct. 12th and a resolution was made and customer is happy.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business has stated that they spoke to me on the 12th which is correct.  The technician I spoke to early morning on the 12th, suggested he would get manager approval to submit for call tag to pick up the product I have in my possession and replace that product with the same product in good working order.  He indicated that I would receive call tag information by the end of the day which did not happen. Currently as it stands, they have done nothing other than a discussion on what the problem was and a commitment to provide call tag and replacement which has not happened.  I am not happy as there has not been any results from that call, only an empty promise to resolve with no actions to date.  I called them back at 4pm yesterday the 12th to notify them that I had not yet rec'd any communication regarding the promised call tag and followed that phone call with another email which has also gone unanswered.   This is not closed until I have replacement product in my possession that is in good working condition and commitment from the business that if I have any problems, I have the right information to contact some live to discuss and not simply rely on email "ping pong".

Regards,

******* *******




Business Response: According to our technician your machine will be tested before it is sent to you. You can email us to contact you with a time that is convenient if you have any problems or concerns. Our techs are available normal business hours and from our records were very persistent and responsible in trying to contact you in a timely manner. We do have specific tests and procedures in place to determine if a machine is not working or if it is user error. 

As always our goal is to have making delicious espresso and the best experience!
The customer service team.

9/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December of 2014 I bought a new Gaggia Titanium espresso machine from WLL. After the first month it began to give false "water reservoir empty" notifications, essentiall shutting the machine down. After contact WLL on three different occassions, they lead me through several efforts to try and fix the machine myself. When that didn't work, the told me I'd have to send the machine back for a warranty repair. According to their directions, I left all of the supplemental parts off and shipped the machine back to them at my own cost of $40. After a few days I received notice that my machine was ready and I just needed to pay $76. When I inquired what this was for they responded that it was for their diagnostic time and for a new water tank and magnet. The product is only 8 months old. I don't need a new water tank, I have one. All I need, according to the WLL technician, is a new magnet as the first one was defective. All of this is a warranty issue and I should not have to pay for any of this. Whole Latte Love is not standing by their warranty and is holding my machine hostage.

Desired Settlement: Either send me back a new machine or send me back my machine with a new magnet for the water tank.

Business Response: Mr. ****,


Your machine will be shipped back to you with a new reservoir as this is the only way we can tell if this was the exact problem.  It tested great with the new one.  You will only be charged our flat shipping rate back to you which is $39 the rate for a super-automatic machine.  Please note our warranty policy below.  Your machine is still covered under warranty and you will not be charged for any new parts or labor.  Sorry if there was any confusion with the quote that was given to you...in was not correct.  
  • How Much Does Warranty Service Cost?

    • If the problem is found to be eligible for warranty service by a technician, the cost of any parts and labor will be covered by Whole Latte Love.

    • For warranty repairs shipped to addresses in the Contiguous United States, the cost of return shipping will be assessed as a flat-rate charge. You are responsible for any costs to ship the product in for service:

      • Semi-Automatic: $29

      • Super-Automatic: $39  *****

      • Prosumer: $49

      • Grinder: $30

      • Portable Machine or Repairable Accessory: $15



        Sincerely,

        The Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 10791355, and find that this resolution is satisfactory to me.  Thank you for your help with this.

Regards,

****** ****




9/17/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered LAGRANRSVWB 2.2LB Lavazza Gran Riserva - 1 2.2lb bag In Stock $26.50 6 $159.00 order #1614043 placed on 9/6/15 at 1:48 PM The order was never delivered. The customer service will not refund or reship the items.

Desired Settlement: Deliver the order, Reship the order OR REFUND THE ENTIRE AMOUNT.

Business Response: Dear Mr. ********,

As of yesterday Sept. 15, 2015, you submitted a claim to UPS as your order has been stuck in Mesquite TX since 9/10.  You were advised that a claim is pending with UPS and they typically take up to 8 days to investigate the order and trace it.  Normally it does not take 8 days and the order is resolved and sent on its way to you as soon as it is found. We also keep track of the order and get notifications of what is happening and will notify you as soon as we hear anything from UPS.  If it is not found after the 8 day period we re-ship the order to you or issue a refund per your request.  
 If you have any further questions please let us know.
The customer service team.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I should not have to wait a total of four weeks (order placed on 9/6/15) in order to receive my order.

Regards,

**** ********




Business Response: We completely feel your frustration but as soon as the product leaves our warehouse it becomes the responsibility of the shipper to deliver the package in a timely manner.  At the point in time that a package is noted missing which was reported by you to UPS and our company yesterday on the 15th, a 8 day wait time is dictated by the shipper not our company.  The only thing we can do at this point in time is wait until the shipper has done its investigation.  Hopefully they will find it and have it delivered soon.   We are tracking UPS's response and will notify you if anything changes.  Thank you in advance for your patience.

Sincerely,
Customer Service Team

5/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/5/2015 I purchased a refurbished Gaggia Brera Silver Super Automatic espresso machine online through Whole Latte Love (WLL). I received the machine on Friday 5/8/2015. It was gift and the person receiving it opened it to use on Sunday 5/10/2015. The machine did not work and kept flashing the lights that indicate the water circuit needing primed. However, upon reading the instruction manual and following the directions to prime the water circuit, the machine failed to do so. It made the appropriate noise, but no water went through the circuit. I called technical support the next morning 5/11/2015. I was taken through various steps/tests via phone with no success to getting the water circuit primed. The machine continued to do the exact same things it did the previous day. Upon finishing the 30 minute conversation with technical support, I was told by ****** that the machine was defective and needed to be returned to Whole Latte Love. I was given instructions to wait for the UPS shipping label that WLL would be sending me within 24 hours. At that point, I agreed to return the defective machine and accept another of the same machine in exchange. After 24 hours I still had not received any shipping label to return the defective device. After 48 hours, I decided to call WLL again to see what was going on with the label. I spoke first with ****** in Customer Service who then directed me to technical support and I spoke with ****** again. She then informed me that another technical support employee had decided late Tuesday night that I needed to try one more test on the machine before sending it back. I was not informed of any of these changed and had to make the phone call myself to find out. Then she informs me that to perform this one final test, I needed to wait for WLL to ship me an additional piece of equipment to use. I told her that I was not thrilled about how they were going about this but she assured me that this piece of equipment almost always worked. I asked her how successful of a rate it actually had and she said about 85% of the time it worked. I informed her I was not thrilled that I had purchased a machine and now was being told I needed to wait even longer to see if I could get it to work. She told me she understood and that the part would be shipped that day. She also told me that I would receive a tracking email for the piece as well as a video showing how to use it when it arrived. I received the tracking/shipment email but no video. I waited until Friday and the piece arrived. I still had no video and no idea how to use it. I had a guess but was not willing to do it blindly in case WLL decided I had done something wrong to the machine and then turned the defectiveness on me. I called technical support AGAIN and got the same person ****** on the phone. I explained that I had called a couple times previously that week and that the promised video had never been sent but I had the piece of equipment to use. She told me that she would email me the video right then! I was appalled that she did not offer to just walk me through using it on the phone since I had been on hold for 10 minutes already! I told her I would prefer her to just tell me right there on the phone what to do so we could figure this machine out with out me having to call back again. The piece of equipment that was sent to me was a piece of flexible tubing with an "accordion" type pump on the end. All plastic and obviously put together by a person just for this reason. Keep in mind, I had already tried forcing water into the water circuit on Monday per instructions of ******. I used two different sized medicine syringes with no luck. Yet I had to wait until that Friday to receive a piece of equipment worth .25 cents that would do the EXACT same thing. ****** told me to fill the piece of plastic with some water and then hook it into the back of the water reservoir drawer and pump it. I did this twice and she then told me to prime the machine. I did and again, the machine made the correct noise but no water priming! She then said, after ONE TRY, the machine was indeed defective and needed sent back. I told her I knew that and she had wasted a week of me sitting on a defective machine while WLL had my money. I told her instead of exchanging the machine, I now wanted a full refund and asked her to tell me when that would happen. She skirted around answering at first but after I pushed more she told me they would inspect the machine when it arrived and as long as there was no damage they would start a refund. I was told it could be 3-5 days depending on my financial institution. I hung up and thought about it and then called back to Customer Service to inform someone else of the poor experience I had that week. I also called to inquire as to why that particular machine had been returned in the first place (remember, I purchased it refurbished). I wanted to know if there was a mechanical issue to begin with or if it had been returned simply b/c the person did not like it. I was told she had no way of getting that information or of knowing who could. The Customer Service woman ****** was extremely nice and understanding, unlike ****** had been. She even personally emailed me to insure I received the label that very afternoon. I have to wonder why I did not receive the first label immediately and instead over 24 hours later, another employee suddenly decided to change the agreement. ****** told me Monday it needed returned and that the process would be started. If that were true, I would have received the shipping label long before the other employee decided to make me perform the last test. I truly feel as though ****** believed I was not doing what she was telling me and am just clueless as to how to work on espresso machines, which is as far from the truth can be. I not only have owned 2 of my own machines but have used my mother's for over 10 years. Not to mention the hours of research I have done before purchasing machines. I expect to be treated with respect and will then return the favor. WLL did not do this.

Desired Settlement: I want a phone call with a sincere apology for the way my situation has been handled. I am beyond dissatisfied with my treatment. I want a FULL explanation as to why the first label was never issued and WHY the agreement made Monday was not upheld on behalf of WLL. I am willing to discuss an exchange option again but WLL will need to satisfy my concerns as to whether or not I can trust them as a business I am willing to work with financially in the future. A STEEP discount on a new machine or a guarantee that a refurbished machine can be supplied at the same price would be most desirable.

Business Response: Our CS Manager spoke with our customer and a mutual resolution was agreed upon.

Thank you for being a loyal customer!
The Customer Service Team

5/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Steam arm sticking on ECM Mechanica causing the steam valve and piping to twist. Reported problem to Whole latte Love in Feb 2015. They asked for video of the problem, this was sent and confirmed by the service manager. The CSR assurred me that it would be sent. After 3 weeks of phone calls they sent the tip of the steam arm which can never fix the problem. The company never actually calls me back. After three CSRs who I had to call, I finally received an email from the service manager asking when he could call me. I responded within an hour and gave him two full days to contact me. After another week I left messages at his mobile number and work extention and have received no reply for a week. I now believe that the steam pipe is fatigued. This unit is still under warranty and they refuse to service it. Now the unit will need a steam arm and steam pipe replacement. I am looking at hit water and steam spewing all over the inside of the machine causing a potential health hazard.

Desired Settlement: I have no faith that the company will ever fix this unit.I would prefer to stop dealing with them and purchase a $1800 machine from a reputable firm. Over two months to send a replacement $20 item.

Business Response: A mutually agreed solution was agreed upon for this issued.

The Customer service Team

4/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I apologize for the length of the following material but a lot happened and I want you to have a complete picture. The reason there is a gap between when this happened and the filing of the complaint is because I have been recuperating from surgery. My wife purchased a Gaggia Titanium Super Automatic Espresso machine as a 41st wedding anniversary gift for me in March of 2013. She also purchased a one year extended warranty through the vendor, Whole Latte Love (WLL), aka the Salzman Group, Inc. After a year and a half the boiler cracked, steam was leaking, as a result the internal leak ruined the LED display. There were 3 order numbers used in the following months as the machine kept going back and forth: A) *******, B) *******, and C) *******. 10/7/14 - I phoned Whole Latte Love (WLL), explained the issue to ****** who diagnosed the problem. I was surprised to find out that in addition to the original cost of the warranty there was a flat $120 charge and we had to pay for shipping which ended up being $65. So $185 to fix the machine “under warranty”. 10/10/14 - I shipped the machine. 11/6/14 - Received the machine back. 11/7/14 - Opened and attempted to use it only to find the following issues: 1. The first thing noticed were the coffee grounds sandwiched between the outer plastic cover and the LED display. 2. The second issue was a crack where the outer plastic cover is attached at the upper right hand corner. 3. The third issue was the door scraping against the drip tray and plate. 4. And forth, the brew dispenser wouldn’t stay up 75% of the time. I have photos of all of this. 11/10/14 – I called WLL and spoke to either ****** or *****. Very apologetic, she surmised the issues were a result of damage in shipping and said she would open a damage claim and have UPS pick up the machine. I Informed her that the box did not look damaged at all, no punctures, crimped corners or damaged edges, the packing tape was still very tight. She said the machines were delicate and could easily be jarred out of alignment. I further told her that shipping damage would not explain the coffee grounds in the LED display area. She had no comment for that. I also inquired as to whether I would have to wait another 2-4 weeks for it to get repaired and was told it would go to the front of the line and not have to wait “in Queue”. 11/13/14 - After issues with WLL shipping arrangements the machine was picked up by UPS. 11/28/14 – I had not heard anything from WLL so I called for a status. I was informed they just received the machine (after 2 weeks when it only took a week the first time????) and we would be receiving a confirmation email. We received the email that afternoon. It said that the machine had been received and that it was “in the queue”. 12/1/14 - I called to find out why it was in the queue when I was told it would jump to the head of the line. I was informed by Andre’ that the damage claim (that WLL had filed) had been denied and so the machine wasn’t really in the queue at all and that repairs could not start until the claim was resolved. I asked to speak to a supervisor or manager and was told none were available but one could call me back. I asked for a call the following morning. I received no call. 12/3/14 - I called back and was told, again by Andre’ the machine was on the technician’s bench to be repaired. We received an email on 12/4 that it was being repaired. 12/11/14 - Called back to get a status as we had heard nothing. Per ****** the machine had been repaired and was moving to the “cleaning station”. The service rep asked if we would like an email outlining what was done. It was sent the same day. The following are the notes from the repair. "Replaced front clear cover and brew spout. Door hinge was bent, adjusted it to allow proper clearance. Found no other issues with machine. Ran final tests and passed all time and temp parameters. Moved to cleaning station." 12/24/14 – received the machine back. 12/25/14 – Opened the box only to find: 1. The machine was dirty (I don’t know what happened to the cleaning station) 2. Ground coffee doser cover was loose in the box as it had not been secured 3. The side of the machine was all scratched up (from the loose doser cover??) 4. I couldn’t install the drip tray because the “L” bracket door hinge blocked it (the same issue it was sent in for) 5. The door even came off the hinge in my hand!! I have photos of all of this. The machine was completely unusable. With items 4 & 5 being the exact items WLL worked on. This being the third set of issues and the second time I received the machine back unusable and in worse condition then when I sent it in. My faith in WLL’s ability to effect repairs was gone. 12/26/14 - At this point I called Gaggia USA, aka Importika looking for another repair shop, preferably on the West Coast. I explained the situation to ***** the Service Representative that answered. She was apologetic and said there were no other repair shops except for WLL and Importika and that she would reach out to their partners at WLL to see what she could do. The remainder of our communication was via e-mail. She contacted WLL but was unable to get a response from them for days. 12/30/14 – I sent an email to ***** at Importika attaching photos of the condition of the machine and expressing my disappointment and lost confidence in WLL as well as my doubt in the initial claim being damage from shipping. As of this date she still hadn’t received a reply. 1/1/15 – I received e-mail from ***** @ Importika. She stated both the Customer Service and Repair Shop managers were aware of the situation and said she would be “monitoring” it with them as well. They wanted the machine back for evaluation to determine if it was repairable. They would pay the shipping and it would go directly to the repair manager’s office. I took a few days to do some research on both WLL and Importika. I found that WLL (now listed under “The Salzman Group, Inc) has a BBB rating of A+. Yet they have an average of one and a half “closed” complaints per month, as of this writing 37 out of 44 of them are in 2 categories: Warranty and product/service. Of the complaints I read the issues were the same as mine, machines not being fixed as promised and no response from the company How can a company that averages one and a half “closed” complaints per month maintain an A+ BBB rating? I would be interested to know how many open/pending complaints there are since these are the people that were frustrated enough to take the time to file a complaint. I also found that WLL is owned by the “Salzman Group, Inc” and that both **** and **** Salzman are in executive positions at Importika as well (This seems like either a conflict of interest or a monopoly to me, but what do I know). Therefore I can only assume the same corporate philosophy is entrenched in both companies. The reason that I say this is because prior to receiving the machine back on 12/24/14 I spoke to Andre’ at WLL who informed me that the machine went through a “Manager’s Approval” prior to being shipped back to me. Either somebody is lying or they don’t care about the condition the machines are in when sent back to their customers. I have to ask myself what type of corporate policy or manager would send a machine back to a customer a third time completely unusable!!! 1/5/15 – After completing my research I sent ***** at Importika the following e-mail since she was the intermediary: *****, Given that the owners of WLL are also on the executive roster at Importika, and based on the reviews and BBB complaints I have read, writing them seems to be of no avail, I seem to only have 2 choices. I will acquiesce to the request to send the machine back for evaluation with 2 stipulations: 1. If the machine is found to be repairable I would like, in writing, a one year warranty for parts, labor and all shipping costs, including the initial repairs of the boiler unit, LED display and plastic cover replacements to start at the time I receive the machine back in my possession. I consider “repairable” to mean the boiler unit works to original factory specifications, the LED unit is clear and functional, there are no cracks any plastic parts, the scratches on the side of the machine are removed leaving no trace of swirl marks or discoloration, the coffee dispenser is clean and lubricated and stays at the height it is adjusted to and finally that the door opens and closes without dragging on the drip tray (which I will return with the machine for testing purposes if needed), coming off in my hand or sticking at the top, in other words set to factory tolerances. 2. Again in writing, if the machine is deemed unrepairable the replacement of a brand new machine, NOT reconditioned or refurbished will be furnished and shipped to me at no additional cost. Given that WLL has had the machine in its possession three times for repair and each time I receive it back in worse shape, I don’t believe these requests are unreasonable. My only other options are to go with a BBB and/or a complaint with the NY State Board of Consumer Protection. I would rather not have to follow that path. 1/6/15 – I received a phone call from “******”, who identified himself as a Customer Service Supervisor at WLL. He stated he was offering me a new machine. I told him that I was surprised and pleased. I said that based on the reviews I had read I did not expect his offer. I also stated that I would be happy to accept his offer and put the situation behind me as long as what he was offering me was a BRAND NEW machine and NOT refurbished or reconditioned. He assured me that it was a brand new machine. 1/10/15 – I sent the broken machine back to WLL via UPS 1/26/15 – I called WLL since I hadn’t heard anything, again. I spoke to ****** at approx. 2pm. She checked the notes on the account and said she checked with ****** as well who confirmed that a new machine will ship on 1/27/15 in an oversized box to avoid damage. 2/6/15 – I called UPS to verify the tracking info was correct and the new machine would be delivered today (as we were leaving on vacation the following day.) It was behind schedule and due to restrictions placed on the package I was unable to put a hold on it or have it delivered to my neighbor. I called WLL, when the service rep answered I gave her the order number, she looked it up and commented that there was a RECONDITIONED machine on the way to me to be delivered today. I informed her she must be mistaken, that the machine was supposed to be a brand new one. I asked to speak to ******. I asked him what had happened and that the agreement was for a brand new machine. He stated that since my original machine wasn’t new that a reconditioned machine was being sent to me. At that point I became very upset. I repeated that what he offered me and what we agreed to during our conversation on 1/6/15 was a brand new machine. Why would I want a reconditioned machine from them when they couldn’t even fix my original one after 3 attempts, and when in fact I kept getting it back in worse condition than the time before!!! I repeated I wanted what was agreed to, a brand new machine. I told him I didn’t appreciate being lied to, he said he didn’t lie to me. I asked him, “didn’t you tell me you were sending me a brand new machine, isn’t that what you offered me?” He never denied it, he just kept saying like a broken record, “I didn’t lie to you”. Maybe he was sincere when he made me the offer of a new machine and the decision was overturned by his superiors, I don’t know. However, I got tired of hearing the lifeless repetition and hung up the phone. Someone called me back and the delivery arrangements were ironed out. In retrospect I should have just refused the delivery. The person that called me back also told me that there were 2 deliveries scheduled. WLL had not only sent me a reconditioned machine but my original machine as well, by mistake. Unbelievable! 2/17/15 – The “reconditioned” machine was delivered. 2/19/15 – I opened the package. The condition of this so called “reconditioned” machine was deplorable. I have photos to support what I am about to describe to you. Also, the machine still sits in its box unused because of its condition. I have never plugged it in. The issues I found are as follows: 1. The chrome piece of the height adjustable coffee dispenser is broken and lying on the bottom of the box 2. Based on the sticker on the bottom of the machine, this machine is 9 years old!! 3. The water reservoir is scratched, discolored and filthy with some sort of film inside 4. The plastic keeper for the reservoir float is broken so it can’t register the water level 5. The side of the machine looks like it has been dragged across something sharp leaving the entire side damaged 6. The rubber feet are falling off 7. The built in swivel, like a lazy susan, does not work 8. The plastic face plate over the LED display is scratched up 9. There is dried milk encrusted on the bottom of the Gaggia nameplate. This machine is filthy! This machine looks like it was thrown together with spare leftover parts lying around the repair shop!! 2/23/15 – Monday I called WLL back asking to speak to ****** and was told he was unavailable. I asked for a call back and left my number. Still waiting. I believe that WLL ruined our coffee maker by progressively causing more serious issues each time it had the machine in its possession, issues that were unrelated to the original reason the machine was sent in to them. Of all the companies I have dealt with in my 62 years, I have never been treated so despicably

Desired Settlement: At this point I would rather have a refund of my money than be sent a new machine as was agreed. If I had another machine and it broke down I would be back in the same position having to deal with this company. Barring an agreement on the refund, then fulfill the agreement for a Brand New Gaggia Titanium Super Auto machine.

Business Response: We have come up with an amicable resolution for this customer.  Please let us know if you need further support,  our customer service manager has given this customer his direct extension if any other problems arise or he just needs support making great espresso or coffee. 

The Customer Service Team

Consumer Response: Better Business Bureau:

  Re: complaint ID ********,  I received a phone call from an individual named ***.  He offered me a gift card in an amount that was acceptable to me so that I could purchase replacement equipment of my choice.  I have done that, however, I given the track record I have with this business I do not consider this issue resolved until I actually receive the replacement equipment.  I will be happy to follow up with you when I receive and inspect the replacement pieces.  


Regards,

***** *********

4/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Lavazza Esprsso machine from this company and had to send it back for warranty repair service within the 1 year warranty period. I received the machine back and the repair lasted for 2 weeks before the same problem occurred- excessive leaking water. I sent it back a second time for service and once again the repair lasted 1 month before the same excessive leaking occurred. I've attempted to communicate with this company with 3 phone calls and and email over the past 4 weeks and they simply refuse to respond. When I get someone on the phone they document my call and simply tell me that a supervisor will get back to me- 4 weeks later and still no contact.

Desired Settlement: Honor the advertised warranty and send me a replacement machine.

Business Response: This Customers complaint has been resolved.

The Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******* *********




3/19/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This is regarding a Whole Latte Love internet purchase #**********. My wife purchased an $1800 espresso machine and grinder in December as a Christmas gift for me. After waiting for Christmas and using the machine only 10 times, the brew lever came loose on the espresso machine and no longer stays engaged during the brew cycle. I called WLL to return/replace and they said I was beyond their 30 day window to return. That seems like a fine return time window normally, but seems a little unreasonable around the holidays; it was a Christmas gift so I wasn't able to test it during the 30 day window. So they referred me to tech support where they said they've never heard of that specific issue, they said they'd have an advanced tech call me back. That was Tuesday 2/10 and I haven't heard anything. I was even so desperate for help to post on their Facebook wall 2/13. No calls, no response to email. After calling again they said a tech repair manager has been trying to call me, but I don't see any missed calls from them. For resolution, they want to ship me parts or have me ship the item back to them at my cost.

Desired Settlement: I'd like to return the espresso machine for a refund. I would even accept a partial refund as a compromise.

Business Response: Hello,

We are very sorry that you are having any issues with your espresso machine and as our customer it is very important that we take the time to investigate any BBB complaints thoroughly. 
After reviewing your complaint this is what was found.  You were called three times from our 888 number and did not answer these calls - we did finally reach you after we called from our land line with the 585 area code and you talked to a representative.  After we reached you - you advised that you do not pick up on 800 or 888 numbers. 
We did extend all Christmas returns to Jan. 15 and you did not start using your machine until Jan. 29th, this is what you told our customer service representative. There was some back and forth as we tried to access the problem with the machine.   You called on February 10 and talked to a representative on Feb. 13th.  The way the phone call was left you were going to let us know if you wanted to return the machine for repair or have the parts sent to you to replace at no cost to you again as the machine is covered under warranty.  The customer service manager advised the latter, as it is a very simply part to replace and we would send you a video and have a representative walk you through the process to save you the cost of sending the machine back to our facility.  We did not hear anything from you so an email was sent to you as a reminder to let us know as soon as possible as the ticket that was opened would be closed.  
We would love to help you out with this issue, your machine is under warranty and we will do what it takes to make it whole.  Unfortunately, your machine is ineligible for a return at this time.  Please contact ****** at ext. **** to discuss when a convenient time to set up your repair or a video to have you replace the part or you may email him at ******@wholelattelove.com.  He will be out of the office until Mon. at 3/10 and will be looking for your response.
Sincerely,
The Customer Service Team

2/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This vendor sent me a defective item. Order #*******. They have promised on several occasions to send me a return shipping label to initiate a replacement process but have not sent. I have been following up with the vendor daily for 7 days and they have been continually promising this within 24 hours. The vendor has broken several promises they have made in the resolution of the order and is now unresponsive. They seem unwilling to work with me to resolve the issue.

Desired Settlement: Send a pre-paid shipping label so I can return the item and issue me a full refund.

Business Response: Hi there,

Our customer service team was very prompt in trying to get a return label to our customer.  When we were notified by him that he did not get it through regular email twice, we then sent a pdf to him (last evening).  At times an email that has an attachment will get sent to a spam or junk folder.  At this point in time we called and confirmed that he did get sent the label and it was received.
The Customer Service Team

2/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I order regular every few months from this company. I order in advance so that I have stock on hand. I selected in particular a water filter which was stated to be compatible with my Jura impress f7 machine. Now I went to change the filter and notice that it in fact does not fit. I have the original water tank and nothing has changed. The retailer has refused to accept an exchange for the proper fitting filter stating it's outside of the return/exchange period. This is the first and only problem I've experienced from the company. I have sent multiple emails from different addresses to this company and never receive and sort of response. If I would have known my coffee machine wasn't compatible I wouldn't have purchased this water filter. I understand that there are issues with different machines, yet there shouldn't be an issue to fix such a simple issue to get me the correct product.

Desired Settlement: The correct water filter: blue instead of the white one

Business Response: We would be happy to help you out. The correct water filter is being shipped out today please allow 5-7 business days for it to reach you.

Sincerely
The Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  

Please advise how I may return the incorrect item if the company would prefer. 

Regards,

***** ***********




1/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Profitec Pro 700 espresso machine for $2515.50. I received the product, unboxed it, found the workmanship to be unacceptable, and reboxed it for return shipment in the same packaging it arrived in. Specifically, a product they tout as a finely crafted machine arrived with unfinished, rough-hewn, burred edges on all four corners of all three trays on the machine, a drip tray cover so poorly fitted to its surrounding enclosure that I had to pry it in and out to remove and replace it, and a back panel with a concavity that stood out in sharp contrast to the straight edges of the side panels. I telephoned and voiced my concerns and requested an RMA number, per their returns and exchanges policy. The company's attitude changed immediately. Suddenly the prompt attention I was getting from the sales staff evaporated into multiple 20-minute waits on hold for customer service staff to assist with my return. This was followed by multiple ambiguities over the conditions of my return. First, the email that was to have delivered the RMA number instead provided a mailing label that included my original order number, but no RMA number, and NO reference to the order number sufficing as the RMA number. I was concerned because the email provided explicit instructions on how to acquire an RMA, and stated unequivocally that the product return would not be accepted without it. The link they provided for the purposes of acquiring an RMA number was dead (Error 404 - Not Found). I telephoned for clarification and, after another 15-20 minute wait on hold, was told over the telephone that the order number would suffice as the RMA. Concerned that the verbal advice differed from the email advice, I had to insist that they send me an email saying as much. Otherwise, I had nothing in writing and was afraid they'd refuse to accept the shipment when it arrived. Additionally, they sent me an email that explicitly said there would be a 10% restocking fee. This would be substantial—$250.00. I had to call them on that too, as their publicly available returns and exchanges policy on their website made no mention of a restocking fee. I sent them an email, noting the discrepancy and stating that it was tantamount to a bait-and-switch tactic, and threatened legal action if they tried to pull that on me. Customer service then backtracked on the issue and assured me I would not incur a restocking fee—but only after I protested. Finally, I tracked the shipment via UPS and it arrived there 1-12-15 at 11:215 a.m. I emailed customer service the next day to inquire about the time frame for the credit back to my credit card. They responded that refunds "can take up to thirty days." In summary, they confused the RMA/order number issue in a way that could have allowed them to exploit the situation by delaying to whole process had I not sought clarification in writing/email. Then they threatened, then backtracked, on the issue of the restocking fee only after threat of legal action in a subsequent email. Now they're dragging their feet on refunding the purchase price. It should not reasonably take 30 days to inspect the product to be sure it arrived intact and unused (fasteners and zip-ties that had to be removed in order to use the machine were never removed or disturbed) and issue me a prompt refund.

Desired Settlement: First, I simply want a **prompt** credit for the full purchase price of $2515.50 to my credit card. They have already received the product back at their facility. Second, because this was a workmanship concern, I feel like the Salzman Group (dba Whole Latte Love) should stand by their product and pay for shipping on the return. Their "RMA" process is unlike any I can recall with any company I have dealt with. In the past, if I had to get an RMA number for return of a defective or deficient product, the shipping cost was a function of the RMA process (i.e., not an out-of-pocket expense for the customer). In this instance, I had to spend $155.69 of my own money to ship a product back to them that I considered to be poor workmanship. I think this is why they wouldn't give me an "RMA" number to begin with. They should have a responsibility to deliver to me a machine that fulfills my expectations based on the descriptors they provided. Absent of that, I should expect to receive a full refund/credit, without deduction for their original shipping charges, and reimbursement for the charge I incurred shipping this product back to them.

Business Response: Dear Mr. ********,


Your machine was just received in yesterday and any time there is a question of workmanship or a defective item our service team has 48 hours to look at the machine and do an assessment on it.  We have no way of prolonging your wait time due to your complaint or problem with a  machine.  We appreciate your patience as we have a little longer wait time this time of the year when we are still so busy.  All of that said we had our head tech look at the machine and determined your problems to be valid and will be contacting you today with a determination.  Your credit will be processed today but may not show up on your credit card immediately we ask that you give it a couple days as when it shows up is determined by the processing of your specific card. As always we welcome our customers feedback and appreciate your time.

Sincerely,

The Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

**** ********




12/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an espresso machine from this business on the basis that their advertising offered a second year of the manufacturer's warranty at no cost. After using the machine for a short period, I called their customer service representatives and viewed their instructional videos and printed instructions available online. All three recommended a descaling product that is incompatible with the aluminum boiler in the model. The company now readily acknowledges that their recommendation was in error but they will not stand by their extended warranty or their responsibility for damaging my machine and probably thousands of other customer's machines. My machine was leaking severely after using the Urnex Cleancaf product that they specifically recommended. The boiler did not work properly either, most likely due to corrosion from the alkaline cleaner. I sent them a video of the problem and they initially said it was "not unusual." Then I insisted they apply the extended warranty and repair it, they told me that the warranty only covered parts and not labor $100 and return shipping $60. I looked at all my sales documentation and their website and NOWHERE does it say that labor and shipping is not included. This is false advertising and their customer service rep now said they are revising their web site accordingly. They replaced the boiler and other damaged parts but refused to send me photos of the boiler for inspection. They "say" it was due to scale buildup. However, I live in an area with very soft water and I descaled regularly. I have had extensive email correspondence and the representative told me he would take the details to his supervisor who ultimately rejected any reimbursement. My suspicion is that many customers have had their machines damaged by the incompatible cleaning product that they recommended and the warranty costs to repair all the affected customers is enormous.

Desired Settlement: Since my machine stopped working properly immediately after using the recommended alkaline cleaner which the company now acknowledges will chemically attack and corrode aluminum boilers, the Salzman Group should refund my $100 labor charge and $60 return shipping. They should honor the extended warranty that was promised at the time of purchase and not change the terms after the sale was completed. They should post complete details of the extended warranty if it is different from the manufacturer's warranty which they have never done. They should also contact every customer that purchased an espresso machine with an aluminum boiler and used Urnex Cleancaf based on Salzman Group recommendations and offer to repair customer machines at the company's cost, whether in our out of the warranty period.

Business Response: This machine was leaking due to a bad steam valve.  It was replaced by the customer a year ago and apparently the problem was not solved so the machine was sent in under the extended warranty offered by Gaggia.  When our tech department inspected the machine it was noted that the machine was leaking due to a bad steam valve it had nothing to do with the boiler.  But the boiler was showing signs of pitting this was not caused by the cleaner that was used, it can be caused by several different things including the alkalinity of the water.  If anything the cleaner formula that was changed two years ago would have left scale in the boiler which was not seen, this is the reason that we no longer recommend that cleaner it just does not do the descaling that we like to see with our machines.

When machines are brought in to our facility we do a full point inspection not dependent on the problem that the customer is seeing, so when the boiler was inspected and not up to par we replaced it for the customer. This again is a part covered under the second year of the warranty.  The cost of the warranty during the second year is $100 plus shipping.  This covers parts and labor in its entirety.  The customer did an excellent job of maintaining his machine but there are parts that can suffer some wear during the course of two years this is a great reason to have the warranty in place.  Please see this link covering warranty repairs
http://www.wholelattelove.com/pages/terms-repairs.
At this point in time no refund is due to the customer.
Thank you.
The Customer Service Team

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This latest response provided by The Salzman Group is completely opposite and inconsistent with their previous response which said the damage to the boiler was from scaling.  This supports my concern that this company is completely dishonest in their dealings with their customers.  The fact that they now admit pitting to the boiler confirms with little doubt it was due to the alkaline cleaner that they erroneously recommended.  They refused to return the boiler or send me photos so a factual determination could be made.

Furthermore, the extended warranty information they are providing now was not the policy and was not published when I purchased my machine.  It is unethical (and probably illegal) to change warranty policy and apply the changes retroactively. 

Their attempt to avoid warranty cost by claiming the water in my area might be the cause of the pitting is ridiculous.  I am a water quality engineer with extensive experience with metallurgy.  An alkaline cleaner such as Urnex Cleancaf with pH above 10 severely damages aluminum causing pitting and corrosion of aluminum.  Recommendations to use this cleaner by The Salzman Group to customers with aluminum boilers was negligent and irresponsible.  An attorney should file a class action lawsuit against this company for damage to the thousands (?) of customers whose machines were similarly damaged and for changing the terms of the warranty after the customers have relied on a full warranty extension as originally promised.

I am providing a copy of the company's original response to me saying the problem was scaling, completely different from the pitting they are now claiming. 

From: Whole Latte Love Technical Support
Date:12/03/2014 4:10 PM (GMT-05:00)
To: xxxxx
Subject: Re: [#*****] Question regarding labor charge on Order #*******

Hi ****,

The descaler wasn't the reason that the machine wasn't functioning the way it should it was a lack of descaling that caused the issue of the leaking. The boiler regardless of the descaler you used needed to be replaced. On top of that you weren't charged for the parts you were charged for the labor and the return shipping. Those are thing you would be responsible for no matter what the condition of the machine. So w wouldn't be able to refund the $100 after discussing this at length with my manager.

Thanks,
*****
Whole Latte Love Technical Support
 
 
I am also providing a link to a video showing how badly my machine was leaking after using the Cleancaf so other customers of The Salzman Group dba Whole Latte Love can seek relief or a law firm can seek relief since the company will not deal honestly with customers.  https://www.*******.com/*******************
 
Finally, I am providing a link to an instructional video from The Salzman Group/Whole Latte Love viewed by thousands of Gaggia customers showing them how to descale their machine with the incompatible and damaging cleaner.  https://www.*******************************

Regards,

**** *********




Business Response: This customer had been contacted by our customer service manager and the issue has been resolved .

Sincerely 
The Customer Service Team

Consumer Response:

Hello *****,  Please add this comment letter to the case number #********.  I was waiting on additional technical information which I did not receive in the allotted 5-day response period.  When you called last week, I was out of town, hence the delay.   Without the assistance from the Upstate NY BBB, I am confident this matter would never have been resolved.  Thanks,  **** ********* ###-###-#### 

The case was eventually closed to my satisfaction.  The Salzman Group (dba Whole Latte Love) repaired my Gaggia Classic espresso machine.  They originally charged me $100 for labor despite the promised extended warranty and they required I pay the shipping.  They denied that the damage was caused by their recommendation of an incompatible and highly corrosive cleaner which they recommended to their customers and sold to me. 

It was only after I filed my complaint with the Better Business Bureau of Upstate New York, and after I rejected the company's initial response to the complaint, that a technical service manager from Whole Latte Love telephoned me.  He agreed to refund the disputed $160 labor and shipping charges.

He explained that  the boiler in my espresso machine had indeed been corroded (as opposed to the previous explanation of scale buildup) and he attributed it to a "change in formulation" of the cleaner his company had recommended and sold to its customers of Gaggia Classic machines.   Since the company's credibility at this point was so poor, I emailed the manufacturer of the cleaner (Urnex Corp.) and they responded  in writing that the formulation of their Cleancaf product had not been changed at all during this time period.  This represents more misinformation and misdirection from the management of The Salzman Group and Whole Latte Love.

While I was satisfied with the refunds they eventually approved, it is clear to me the company is not honest with their customers.  They gave me widely differing and contradictory details on the damage and the cause, obviously to minimize their liability and warranty cost.  Much of the information they later acknowledged was clearly inaccurate.  Only after I refused to accept their initial explanations and filed a complaint with the Better Business Bureau of Upstate New York did they admit the cleaner they recommended had damaged my machine, but then tried to pass off the responsibility to the manufacturer of the cleaner which again proved to be a misrepresentation. 

I expect there are hundreds of other customers whose espresso machines with aluminum boilers were damaged and their policy is to avoid any responsibility.  Hopefully they will find the details of this BBB complaint helpful.

12/9/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Before I purchased the following grinder on 9/7/14, a Jura-Capresso Infinity Burr Grinder, Order # *******, I did extensive research about the product to be sure it would meet my needs and that it was a good product, most all of the review were good, so I felt comfortable ordering this product. After it arrive I used it three times and followed ALL the instructions for cleaning, etc., a week or so later I attempted to use the product again and it worker for a few minutes then quit and would not work again. I contacted the company I purchased it from for $99.99 and advised them of my situation and they said I would need to get in touch with the Jura company, the manufacturer of the product. I contacted them and they sent a return label and I returned the product. on approximately 10/20/14 I received a new product. On 11/7/14 I used the product to grind one container (the one on the machine) of coffee and on 11/15/14 I again used the product and was able to grind one container and when I went to grind another it would not work. I contacted Jura and said I was not happy with the product and wished a refund, they advised me to return the product and they would replace it but I would have to contact Whole Latte Love company to get a refund. I contacted them and was advised they would not refund my money because my 30 day warranty was expired. I pointed out that applied on the first product and now that I had a new one the warranty should be for 30 days on it as well. They have refused to refund my money, leaving me with a product I do not want and their only solution was for me to return it to Jura and get a replacement, which at this point I do want as I feel it is a very poor quality product. I would like my full purchase price refunded. They have refused.

Desired Settlement: I would like them to pay return shipping and I will return the product and would like a full refund of $99.99.

Business Response: All of our manufacturers have specific ways that they want to handle returns and customer support including warranties.  Jura handles all warranty repairs and determination if a product can be returned. At this point in time your product is covered under warranty by the the manufacturer Jura Capresso.  After contacting the manufacturer we were advised that they determined that your product was clogging due user error not due to a product malfunction or defect. If you need customer support with the product use you can contact them during their normal business hours.  We can not accept a return on the grinder based on Jura Capresso's feedback.

Sincerely,

The Customer Service Team.

Consumer Response: The company's response stated "After contacting the manufacturer we were advised that they determined that your product was clogging due USER ERROR not due to a product malfunction or defect. I followed to the detail and beyond in proper cleaning and grinding procedure. The clogging and non-operation was NOT a result of my not following their procedure.

Business Response: Again we are sorry that this did not resolve your complaint but you must deal with Jura on all warranty issues including returns. Jura spoke to us and unfortunately confirmed that the grinder was not defective. If a repair or replacement is needed only Jura Caoressi authorizes this under their warranty agreement. We cannot accept a return on this product as it is well past our return policy and the manufacturer is not authorizing it. 

The Customer service team. 

12/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Gaggia Super Automatic coffee machine with a one year warranty on 5/12/2014 from Whole Latte Love (Salzman). I contacted their technical support by phone and e-mail because the machine stopped operating and displayed error messages. Tech support required me to return the machine to Salzman at my expense for repair. They returned the machine to me on 8/19/2014 and charged me $39.00 for return shipping. Upon receiving the "repaired" machine, I observed that it was not dispensing the milk properly. I called and spoke with a tech support rep but was unable to determine a cause. I reported the issues with the machine via e-mail and was advised it would be necessary to return the machine for repair (again). On October 9, 2014, UPS picked up the machine for return to Whole Latte Love. On November 3, 2014, after not receiving the machine or any communication, I asked "where is my machine?" On November 5, 2014, I was advised it was "next in the queue to be repaired..." On November 20, 2014, still no machine and no communication, I wrote again and was advised by Andre that I should "...be patient." I responded that I have been patient and would like a refund for the machine which has failed twice in warranty and has now spent more time in repair than in use. I have had no response from Andre or anyone else at Whole Latte Love and no refund. This is completely unacceptable.

Desired Settlement: I would like full credit issued to my American Express card immediately. They don't need to wait for me to return the machine. The machine is still at Whole Latte Love where it has been for weeks.

Business Response: This issue has been resolved.

The Customer Service Team

12/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A coffee maker was purchased as a gift to my wife and I for our wedding. Upon receiving the new coffee maker we tried to use it based on the provided instructions with no success. We made several calls to the company Whole Latte Love and they walked through the proper steps and they agreed the device was malfunctioning. We were promised a full refund because we had never used it. After several follow up phone calls we were continuously pushed off, we were given excuses that the supervisor was still reviewing. finally, when I spoke with them today, the representative stated that they would not refund anything, that we could send in the machine for repair, and that we would be responsible for the shipping costs. I found that to be unacceptable given the circumstances as well as the fact that we were promised our money back.

Desired Settlement: A full refund on the product in question.

Business Response: Due to the fact that the machine was not opened 11-12 months after it was purchased a refund can not be given. It was offered to set up the machine to be shipped back to us under a warranty repair. A refund was never offered for this product as it was well passed the 30 day return period. If you would like to set up a warranty repair please contact customer service.

Thank you
The Customer Service Team.

11/20/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have spent a week contacting the customer service and since it is hard to reach me by phone I emailed the full nature of my problems and got no response. I spent three days calling and finally, after calling about a half a dozen times int he same day, spoke to someone there at 4:45 eastern time and he said (******) he would send me n invoice to mail in with my machine for repairs. I waited an hour, he said it would take a couple of minutes. then I called again and spoke to tp the customer service line and the woman looked into it and said he was needing the serial number. I asked why didn't he call me back since I told him I was waiting for it and was going to mail it right out. I read her the number and she said she would mail it out and so I waited 30 minutes and I did not receive it and I called and they were closed. I told her I was going to take it right over, I already have waited a week with a broken machine. It did not come...I believe they were responsiveness because I have demanded it be fixed, it is under extended warranty and I wanted to send it right out because they said it would take 3-4 weeks...I know stalling and being deliberately uncooperative...because I am a "bad" customer...Meanwhile, I wasted 90 minutes waiting so that I could mail it and not waste further time...I have copies of my email from three days ago and phone records sof all the times I called and a follow up on the email which was unanswered. I am really irate.

Desired Settlement: I want immediate replacement of the machine , shipped at their expense.

Business Response: Customers machine has been sent in as a warranty repair.  It is on the bench as this is being posted by our top technician and being evaluated.  The customer will be contacted once diagnosis has been determined.

Thank you.

The Customer Service Team


Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The consumer contacted BBB today and stated that she has not heard back regarding her refund for the parts.  She also stated that she was told on 2 occasions that the machine would be shipped back.  She stated she spoke with them yesterday and they do not know what the status is on her machine.  She would like an answer.

Regards,

******** *********

Business Response:

******** ********* should be all set she was refunded for the parts and was actually sent and has received a new machine.  (I just confirmed that with my CS manager).

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

Regards,

******** *********

10/3/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A $2,000 espresso machine returned 3 times since purchase and each time repair took much longer than promised. The machine was once again sent for service and returned in May and there is an additional problem. I contacted service on 8/25 and was informed "******" the manager would return my call immediately, I have never heard from him. I sent an email to the the president on 8/28 with no response. I sent an additional email to their general customer service department on 9/3 with no response.

Desired Settlement: Return my call and make a decision to either repair in a timely manner or refund so I can deal with a company that takes care of their customers.

Business Response: Mr ******* machine had been repaired and inspected and is picking up today.

 
The Customer Service Team

7/21/2014 Problems with Product/Service
7/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased an espresso machine Saeco Via Venezia on March 11, 2014. The product sent is different than the one I ordered (see below) and therefore I asked for a full refund (no restocking fee) and paid return. The information below was given to the Customer Service person (******) in a number of phone conversations we had since I received the machine. Here are the details: 1. The merchandise received is the wrong merchandise: a. Seller advertised as "Made in Italy" and the machine is actually made in Romania. b. Seller advertised a 2 years manufacturer warranty: the warranty is 1+1. One year maufacturer, one year store. (I cannot accept second year provided by your company because the extra fees you charge for S&H. SAECO has a local NJ office where I can bring the machine for service).

Desired Settlement: I am willing to accept a replacement as long as it is the one advertised: SAECO Via Venezia, new, made in Italy with 2 years manufacturer warranty as advertised. As soon as I am getting the prepaid return label, I will return the merchandise. If the above is not possible I askfor full refund (no restocking fee) and paid return.

Business Response: Dear Mr. *******,

We will gladly accept your machine back in good condition.  You however are responsible for shipping the machine back to our location in it's original packaging including the overbox, insured with a carrier of your choice.  This information was sent to via email with the proper instructions.  We cannot be responsible for a manufacturers change of production as all of Saeco's machines are designed in Italy and this is what they still list as country of origin.  Please note that we will also accept an exchange for a machine that you feel meets your standards of manufacturing.

Sincerely,

The Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

***** *******

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Sent in Gaggia Classic espresso machine for repair we paid the $100 deductible and shipping to Whole Latte Love. They suggested we purchase the tune for $85 to make sure there was no future issues. We purchased the semi automatic tune up. The espresso machine seemed to have low pressure and produce low volume of espresso in 30 seconds. The repair rep said the volume of espresso should be 2-2.5 ounces in 25-30 seconds. My wife emailed a video of the espresso machine producing a shot. it produced 1.25-1.5 oz in 30 seconds with Starbucks ground coffee. Whole Latte Love rep emailed back that the machine is functioning properly with the reduced shot volume. WLL claims the reason for low volume is too finely ground coffee or over tamping of the coffee. I measured my tamping at 27# of pressure. After reading up on low pressure issues with the Gaggia Classic the pressure release valve seemed to be the place to look for poor performance. We paid for a tune up and this machine not functioning would indicate we never received the service paid for. I have the email chain of WLL trying to dismiss the machine as functioning properly.

Desired Settlement: The machine was never tested after the repair and tune-up. My wife and I would like the tune-up cost refunded if not back on the credit card we'll take in store credit.

Business Response: Mr. ******* and our CS manager ****** are working on a resolution and doing some testing with this machine, this should be resolved shortly.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The manager ****** contacted me after I submitted this complaint. He told me they had made adjustment to our espresso machine to lower pressure and I have to complete testing at home get it functioning. ****** was helpful on the phone and did more than tell me that the reason for poor performance was the coffee grinds. His techs told me that the machine was fine and NEVER said they lowered the pressure which would cause the decrease in performance. I am having to spend my time to make adjustment which I have paid them to do.

Regards,

****** And ********* *******




Business Response: Dear Mr. *******,

After reviewing your last response we would go over the issue that you have had and offer a suggestion.  We do believe that your grinder needs to be replaced the grinder that you have will not produce the level of grind that the Gaggia Classic needs.  ****** suggested some testing for you to do - did you do that to test the pressure?  When your machine was brought in the pressure was too high - this can be caused by a ton of different factors as ****** discussed with you.  What we would be willing to do is to send you some pods so that you can further test the pressure.  When the machine left our facility it was working perfectly and was thoroughly tested.

The Customer Service Team.

5/30/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a Gaggia Baby Espresso machine, which almost immediately had the factory paint delaminating from two of the parts. Warranty is for a year and I notified Gaggia within the time limit as to the issue. It seems that Gaggia warranties are handled by Whole Latte Love in the U.S. and all contact began and ended with them. Their customer service was polite but un responsive to solving the problem that no legitimate manufacturer would tolerate. This was an obvious manufacturing problem in one of their Romanian plants. There was no question that there was a defect and I provided pictures, receipts and all the necessary documentation. The last correspondence was that "the product was not bought in an authorized retail outlet." The warranty (a legal contract) does not address this and it is a smoke screen. It seems that Whole Latte Love (an authorized retail outlet) wears several hats and can judge where and whom a consumer can buy products that they do not produce. It is difficult to get a response and warranty coverage when a consumer is not dealing with the manufacturer.

Desired Settlement: Just send me the two affected parts. The base of the machine and the drip tray, both are painted aluminum and honor the manufacturers warranty.

Consumer Response: The complaint is a Warranty issue and they (Qbids) referred me back to the manufacturer who makes the warranty.  In this case the espresso machine is made by Gaggia which is now owned by Phillips.  Phillips has "Whole Latte Love" (Salsman Group) handle their warranty complaints.   I sent Whole Latte Love (Salszman) pictures of the issue. It is clearly a manufacturing issue. I registered this machine on line with Gaggia on 13 January 2013 and I was well within the 1 year manufacturers' warranty period. What I got was the 'run around' to wear me down.  In essence I did everything right and I am surprised by the 'push back.'

 
 
First it was an improper 'receipt', next it was the 'manufacturing date' and lastly that it was bought from an 'unauthorized dealer.'  None of these smoke screens which were quickly dealt with addressed the manufacturing defect under the WARRANTY.  If Gaggia was still family owned they would never have had their name be linked to such a mistake and would have used the parts to fix their internal manufacturing oversite.  I am surprised that Phillips is not interested in their Romanian Gaggia plant.
 
I AM SO SURE THAT I AM RIGHT HERE AND THAT I KNOW ENOUGH ABOUT THE LAW AND WARRANTIES THAT I AM NOT GOING TO DROP THIS.  I will await an answer until I put a video together for the social media.

Business Response: Dear Mr. *****,

We do cover the warranty for your Gaggia machine for a year from the purchase date for new machines and 6 months for reburbished machines if it has been purchased through an authorized retailer.  We are willing to work with you to exchange out the part needed but have requested that you send us the proof of purchase even though Qbids is not an authorized retailer.  At this time we have not received verification of your purchase, which we must have to replace the part.  We even tried to contact Qbids on your behalf but were told by that retailer that only the customer can request that information.

Please forward that information to us as soon as possible and we will be happy to accommodate your request.

Sincerely,

The Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.


Please see the following email to Salzman customer service  I have received no correspondence that they allude to.

Thanking you for what seems to be the end to this marathon.

******* *****
 
 
 
I received the following email via the BBB, but I have not received the email from Whole Latte Love or the parts.  Therefore I don't know who ****** is.

Please see the original emails.  You must send two parts, the drip tray and the base.  Both started to delaminate immediately.  

Thanking for a final resolution to this marathon.
******* *****,  c*****@aol.com,  ###-###-####

Mr *****,
 
Please give ****** a call at your earliest convenience. The part you requested was shipped so we are trying to determine if you have received it. We have sent you an email with no reply.
 
Sincerely 
 
The CS Team
 
Regards,

******* *****

Business Response:

*******,
 
Thank you for the clear photos of your machine's state.  The fact that the corrosion is so severe on the inside really does lead me to think that it's stemming from a more serious leak within the unit.  To ensure that this is fully and thoroughly resolved, I'd like to extend one additional offer to you at this time: If you're willing to ship the machine into our shop for service, I'd like to give it a thorough once-over as warranty service.  While you would normally be liable for the return shipping cost (a flat-rate charge of $29.00), I'd be glad to cover this cost and ship it back to you at our expense.  Additionally, I would include a full tune-up at our expense, a service with a cost of $85, to ensure that any lingering issues with your machine are thoroughly resolved.  
 
Please let me know how you would like to proceed; While I understand you are not the intended owner of this product anymore, I'd like to do what I can to make right on this confusion and ensure that your son is able to enjoy the Gaggia as it is meant to operate. If you instead simply want the parts shipped out, I'll push that order out the door ASAP--All of the information has been updated to ensure it delivers correctly and in a timely fashion.

Thanks,

******
Customer Service Manager
Whole Latte Love
phone: ************ x****
email: ******@wholelattelove.com

5/14/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a new Gaggia Espresso machine from Whole Latte Love (our 3rd machine from them). Within two months the machine began to malfunction. On the third month of having the machine we sought a warranty replacement from Whole Latte Love. We were told that because we were beyond the 60 day replacement window, that we would have to use the repair service and likely be without the machine for more than 8 weeks. This was unacceptable to us given we had just bought the machine and 8+ weeks is a long time to be without the new product we had just recently paid for. After a few more months we attempted to diagnose the machine ourselves and upon opening the machine we observed clear signs of prior repair. This led us to strongly believe Whole Latte Love sold us a used and possibly refurbished unit as new. (Whole Latte Love indeed sells the same refurbished machine for several hundred dollars less than the new price) We emailed the letter below to Whole Latte Love, and entered the same concern on the Customer Service Wall. It has been three weeks and we have received no reply whatsoever from Whole Latte Love despite a secondary follow-up email from us. Here is the email we sent to Whole Latte Love: Sent: Tuesday, April 08, 2014 9:55 PM To:*******@wholelattelove.com Subject: Issue with Gaggia Titanium, RE: order #******* Dear Whole Latte Love: We are extremely dissatisfied and disappointed with our most recent purchase of a Gaggia Titanium espresso machine from your company (we have purchased 2 other Saeco Aroma SS machines in the past). Not only did this machine break down less than 60 days after purchase, but now having looked into the issue, we believe that Whole Latte Love sold us a refurbished unit under the pretense of being new. The “new” machine started exhibiting issues with steam inside the front panel and erratic LDC display behavior within the second month of having the unit. We lived with it for a while but then the LDC became unreadable. In September 2013 we called about getting a warranty replacement and were told that in addition to the out of pocket for a $39.00 "Warranty Fulfillment Service" charge & shipping, we would likely be 6-8 weeks or longer without the machine due to the large volume of repairs at the time. We felt this was unacceptable to be without the $700 machine for possibly more time than we had even owned it yet, so we declined to take action. For several months we have been living with the partial LCD, but decided to open the machine to look for ourselves and see if anything obvious was unhooked (LDC cable / water hoses). To our surprise we found that some inside parts had been broken and put back together with cable-ties (where cable ties were clearly not meant to be). This revelation makes us believe the machine was a refurbished unit that was sold to us as "new." Interestingly this sort of removed the mystery of why the small faceplate hex screws were stripped when we first received the "new" machine out of the box (we never really gave it much though until then). This not being an actual new machine tends to corroborate the fact that a new machine should not have condensation and LDC problems after only a couple months of standard, very careful and delicate use. Under no circumstances has this machine received any abuse or dysfunctional treatment. It is now very clear to us that this machine was a used machine when we first received it. We would like your company to make this situation right with us or we will feel compelled to file a claim with the BBB. It is not acceptable to us that we should have to wait without use of an espresso machine while this machine is being repaired. We suggest that Whole Latte Love either: a) ship us a new machine like we purchased in the first place, or b) ship us a loaner machine while this defective machine is completely repaired and guaranteed to be brought to “like new” status. Thank you.

Desired Settlement: We would like Whole Latte Love to provide us a replacement machine that is actually new, or a full refund for our purchase.

Business Response: Dear Mr. and Mrs. ******,

We have tried several times to contact you throughout the week with no response.  We would love to get your machine into our tech department and have you back making your daily espresso.  Please give ****** a call or email to set up the shipping details to get your machine repaired.

Sincerely,

The Customer Service Team

Consumer Response:

        

Better Business Bureau:

We have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve our complaint.  For your reference, details of the offer we reviewed appear below.

We would like to point out that we are unhappy with the integrity displayed by Whole Latte Love representatives thus far:

****** from Whole Latte Love only first contacted us on Friday, May 2nd 2014 both by email and by voicemail.  The statement about trying to contact us several times throughout the week is false.  We believe this is a disingenuous attempt to suggest that Whole Latte Love has been responsive to us, when in reality they have only just now responded due to our complaint with the BBB. 

In both his voicemail and email ****** suggests that some sort of technical difficulties on our end have been preventing his attempts to contact us earlier than May 2nd.  Obviously our email address works just fine to contact us, as evidenced by our reply to ****** on Sunday, May 4th 2015 attached below.  

****** also left a voicemail on Friday May 2nd suggesting this was the first time he had been able to get through and “our message was previously giving him issues” as if our phone or voicemail weren't working.  This would be a first time in the five years of having our current phone service, that the phone or voicemail was inaccessible.   Our call records back into early April only show one call from Whole Latte Love on Friday May 2nd at 2:30 PM Pacific time.

This is the type of duplicitous behavior from a company that we find annoying and unsatisfactory.

Also, the basic problem has been left unresolved as we do not believe it is justified that we be without our machine for such a long service cycle given that the issue occurred so soon after the purchase, is no fault of ours, and possibly is due to questionable “newness” of the machine.

We have suggested that the remedy between us and Whole Latte Love is for them to provide us a refund for the machine, which we will return.  And we will simply do future business elsewhere.

Regards,

**** & ***** ******

From: **** & ***** ******
Sent: Sunday, May 04, 2014 11:21 AM
To: '****** S'
Subject: RE: Issue with Gaggia Titanium, RE: order #*******

******,

We’re not sure to what “previous attempts to reply” you are referring as obviously this email address for us works just fine, as does our phone number and voicemail (it would be a first that our voicemail failed as your message suggests).  But let us not dwell on that, you have responded now.

Our concern was never about the cost of RMA shipping, but rather the lack of use of the machine for the RMA cycle time, which at the time in September 2013 was stated as at least 8 weeks by your customer service representative.  As we pointed out then and in email below, it is a undue burden to be without a machine we paid for that needs repairs then so shortly after we had purchased the machine new.  This is supposed to be Gaggia’s “top of the line machine” for consumers.  Many vendors, including original equipment manufacturers, supplant this burden by offering RMA replacement service.  This is usually secured by a refundable deposit of the value of the device in question, a deposit we would gladly make as we explained to Whole Latte Love customer service in September 2013.   Not to mention, if we had bought the machine at ******, ******, or another local business, the replacement process would take only hours.

The question about the veracity of the “newness” of this particular unit was ancillary, but became a relevant concern because of the unusual failures of the machine as we have detailed.   Leaking steam, and failing LCD (or failing motherboard) are just not expected in a new machine. There is no question that cable ties are often used in devices as you have noted, but please notice our point is that the cable tie was used to hold together a plastic part that appears out of place.  The cable tie was wedged in a way that was putting stress on and even warping  adjacent plastic parts.  I have attached photos for what it’s worth.  We also re-emphasize what we said about the face plate screws that have been stripped out since our first un-packaging of the machine in June of 2013.  This is no doubt a subjective situation and perhaps it is a new machine.  Who knows, maybe Gaggia provided you with a unit that had been reworked and accidentally mixed back into new stock.  All we are claiming is that together with the machine failures, these indications lead us to believe that this is not a new machine.

In any case, we feel it is totally unjustified that we bear the burden of being without the machine for any number of weeks during repair.   Again, we believe our position is reasonable because these failures were within just months of purchase, and we have in no way abused or misused the machine.  It seems now that a refund would be the best remedy because in the end it seems our idea of service differs from that of Whole Latte Love’s.  Perhaps we should just part company and we will buy espresso machines elsewhere.  We will be glad to ship the machine back to you at our cost.


Thank you.

-**** & ***** ******

From: ****** S
Sent: Friday, May 02, 2014 3:55 PM
To: **** & ***** ******

Subject: Re: Issue with Gaggia Titanium, RE: order #*******

**** and *****,

Thank you for your email.  My name is ******, and I'm the Customer Support Manager with Whole Latte Love; Your issue was escalated to me while I was on leave, but has not been ignored!  Please let me know If you've received this message multiple times, as my previous attempts to reply have received no response back.  I've also left a message at the phone number specified in your BBB complaint. 

With regard to our listing of products, we have always and will continue to only sell new machines as New products; Any items that are opened (whether damaged or not), used, or are of indeterminate state are passed through our re-certification and and repackaging process and are sold clearly labeled as such.  All of the products we sell as Refurbished would have one or more tags on the chassis indicating such. 

As many of modern espresso machines use common components across , cable ties are frequently used by manufacturers in one or more locations to properly secure parts and prevent them from vibrating.  While the presence of cable ties in a machine is not abnormal, I'd be glad to review any photos you may have available of these pieces in order to verify this; As a vendor with fairly close ties to many major manufacturers, we're in a unique position to improve their designs and would appreciate any feedback (whether about this or any of the other concerns you raised) we can get from our customers.

All of this said, While problems are not something anybody expects, issues of any sort can occur within the normal use of any product.  This is why warranties exist--If something were to fail within the first two years, you would not be on the hook for the entire cost of service.  In the case of Gaggia machines, this warranty covers the cost of parts and labor, but is not inclusive of shipping to or from the service center.  As Gaggia associates warranty service to the retailer, we would be the primary warranty holder for the Titanium you purchased and thus would need to have it come into our shop to be serviced.  We help with this by offering flat-rate return shipping as part of our warranty fulfillment service.    

Given the fact that this was initiated in September 2013, we would be glad ensure that your machine's repair is accelerated; While there is routinely a 4 week turnaround time (from delivery of a machine to the shipment of its completed repair), our receiving team would bring your machine to the bench of a technician for diagnosis and repair once it has been delivered and received in good condition by our warehouse, ensuring that it is in and out in as little time as possible.  As a show of confidence in the products we choose to carry, we would be glad to make an exception from the warranty policy and cover the return shipping. 

In any case, I appreciate your having taken the time to write us.  If you would like to proceed with sending the machine in for service under the warranty, please let me know and we'll get this process rolling forward.  Additionally, if you have any preferred time where you can best be reached, or any alternate email addresses or phone numbers we can use, please send them over and we'll continue through them.  

Thanks,


******
Customer Service Manager
Whole Latte Love
phone: ************

 

 

From: **** & ***** ******

Sent: Tuesday, April 08, 2014 9:55 PM
To:*******
@wholelattelove.com
Subject: Issue with Gaggia Titanium, RE: order #*******

Dear Whole Latte Love:
 
We are extremely dissatisfied and disappointed with our most recent purchase of a Gaggia Titanium espresso machine from your company (we have purchased 2 other Saeco Aroma SS machines in the past). 
 
Not only did this machine break down less than 60 days after purchase, but now having looked into the issue, we believe that Whole Latte Love sold us a refurbished unit under the pretense of being new.
 
The “new” machine started exhibiting issues with steam inside the front panel and erratic LDC display behavior within the second month of having the unit.  We lived with it for a while but then the LDC became unreadable. 
 
In September 2013 we called about getting a warranty replacement and were told that in addition to the out of pocket for a $39.00 "Warranty Fulfillment Service" charge & shipping, we would likely be 6-8 weeks or longer without the machine due to the large volume of repairs at the time.  We felt this was unacceptable to be without the $700 machine for possibly more time than we had even owned it yet, so we declined to take action.
 
For several months we have been living with the partial LCD, but decided to open the machine to look for ourselves and see if anything obvious was unhooked (LDC cable / water hoses).  To our surprise we found that some inside parts had been broken and put back together with cable-ties (where cable ties were clearly not meant to be).  This revelation makes us believe the machine was a refurbished unit that was sold to us as "new."   Interestingly this sort of removed the mystery of why the small faceplate hex screws were stripped when we first received the "new" machine out of the box (we never really gave it much though until then).   This not being an actual new machine tends to corroborate the fact that a new machine should not have condensation and LDC problems after only a couple months of standard, very careful and delicate use.  Under no circumstances has this machine received any abuse or dysfunctional treatment.  It is now very clear to us that this machine was a used machine when we first received it.
 
We would like your company to make this situation right with us or we will feel compelled to file a claim with the BBB.  It is not acceptable to us that we should have to wait without use of an espresso machine while this machine is being repaired.  We suggest that Whole Latte Love either:  a) ship us a new machine like we purchased in the first place, or b) ship us a loaner machine while this defective machine is completely repaired and guaranteed to be brought to “like new” status.
 
Thank you,
**** and ***** ******

 

Business Response: Dear Mr. and Mrs. *******,

As ****** stated your machine is not eligible for a return, but is still covered under warranty which we will gladly expedite.

The Customer Service Team.

4/23/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We purchased a Baby Gaggia coffee maker in March 2012 (we paid for a new machine, not refurbished). But around 6 months later, the pump stopped working. We called and were told to send the machine back to Rochester with UPS and would pay $100 for the repair and they would send it back to our Florida address (which is where we had it shipped originally). We sent the machine by UPS at the end of October 2013 (the warranty was still good) and heard nothing for a long while.. When I called, the customer service person said they had sent me an email...but there was a typo in the email (gmail was spelled wrong). Finally they said they received the machine but it was damaged in transport and we had to get in touch with the UPS store that shipped it.. After several calls with both UPS and Wholelattelove, we did not get anywhere. No one wanted to accept responsibility. The damage, we were told, would not affect the functioning of the machine so we asked for the pump to be repaired and the machine to be sent back to our Florida address. We received the machine a few months ago and started to use it this week. After a week, the pump seems to be going again. It does not have power to deliver a cup of coffee. So we were sent another defective product. This morning we barely produced our cup of coffee and we cannot use it anymore. (same problem as before with the machine we bought). By the way, the first machine, sold as new, in March 2012, had a sticker that said it was produced in 2010.. We assume it was a refurbished machine, not a new one.. We cannot prove this but if a new machine cannot produce 2 cups of coffee each day for more than 6 months, then what kind of quality control is there?

Desired Settlement: At minimum, we should be reimbursed for the repair cost of 100$ and a partial reimbursement for the original cost of this lemon Gaggia machine

Business Response: Mr. *****,

 
We have not been contacted via email or by phone concerning this latest complaint or any issue that you have with the machine.  You have 30 days from the time a machine has gone through repairs and delivered to contact us to let us know if there is an issue.  You received the machine on Dec. 30, 2013 and again no contact was made to us concerning this repair.  Actually the BBB complaint is the only communication we have had that there was an issue.  The 30 day time period is put into place for many reasons one example is  freight claims (the machine could have been damaged in shipping). We do not sell refurbished machines as new and the manufactured date does not in anyway determine this.  We would be glad to set up a repair but you would need to contact our CS tech department as the issue could be a very simple one that can be resolved over the phone.
 
Sincerely,
 
The CS Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We have 2 houses (one in Florida and one in Canada). We originally bought the Gaggia machine in the US and it was delivered to our Florida address. The repair and delivery of our broken machine took a while, so we bought a ****** machine for the US house, which we truly love, and so we decided to bring back the Gaggia to our house in Canada early in April. We assumed that the repair had been properly done and the machine would work well this time. However, as we stated in the complaint, less than one week after use (two cups of coffee per day), the pump failed again. We then gave up on the Gaggia and bought another ****** in Canada which we love. Going through the process of sending the machine again for repair did not make sense in view of our poor experience with the two machines (by the way, the one sent back to us after the repair was NOT our original machine. So two failures... a weak pump on this product I assume. We did not want another of the same, which is why we think the company should reimburse the repair and part of the original cost.   
 
PS The Gaggia is now sitting in our garage ready for disposal.

Regards,

***** And ******* *****

4/11/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: I purchased a coffee maker three weeks ago. The coffee maker was delivered in non-working condition. I contacted customer service in writing to request exchange. Seller did not respond. I made follow up call to the seller. The customer service representative was rude. Furthermore, it was obvious seller's agenda is to delay and obstruct exchange and/or return of their defective product. They offered "troubleshooting assistance" on broken "brand new" unit. I ask politely again to exchange or give money back. Seller's response was that they will honor money back but with "restocking fee". DO NOT DO BUSINESS WITH THIS COMPANY!

Desired Settlement: Unconditional return of the unit, 100 percent money back and with seller's paid shipping.

Business Response: Dear Mr. ********,

We are so glad to hear that this situation has been resolved and you are exchanging out this machine for a new one.  Please let us know if we can ever be of help in the future.  We truly believe that customer feedback is the utmost importance, and forever changing and growing as a business with suggestions like yours makes us the best.  Please feel free to contact our technical support team or Andrew with any future questions you may have.  Also please use our videos for any guidance you may need to produce the best coffee with your new machine.

Sincerely,

The CS Team

3/22/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I purchase an espresso machine online and spoke with the customer service department as well before I made my purchase. I purchased the machine in late November and received it early December. After about one month of having the machine I was experiencing problems and called for assistance and spoke with the help/repair person but still had no luck fixing the first issue. Because I was still able to use the machine I decided to just let it be for now. One month later my husband smelt something burning in our kitchen and noticed smoke coming from the back of one of the registers of the espresso machine. So naturally I unplugged it and called Whole Latte Love customer service and told them of the issue. I then spoke with their repair department and they said I would have to mail it back to them for repairs. I mentioned to that I would have to send it over the boarder and that it will cost me an additional $300 just for the shipping not to mention the duty fees that I will have to pay again in order to get the machine back into Canada. I asked if they would compensate some of the fees that I'm about to incur or see about me getting a discounted rate for the return shipping. As I had only had the machine for a few months and it seems to be a "Lemon". They said "no" and that they had to check that now my warranty was good because the product had left the USA. As my warranty may be non in void now. After holding I was then told that the warranty still stands as the product was directly shipped to Canada and I myself did not bring it across the boarder. I asked to speak with the manager to see what we can do about the shipping fees. All I got was an answering machine where I then left a message. I never received a call back. I called back two days later to see what was going on. I now spoke with a woman who then told me that I may not have a warranty because the machine left the US. I then mentioned that I spoke with a previous person about the same situation and that they said my warranty was fine...What a run around I was getting. Then I told her that before I purchased the machine I made sure all warranties would be fine. Had they not have been I would not have purchased the machine for $1700 not included other fees. She said that someone would have to cal me back on that. I asked her when I can expect to hear back and her reply was "I don't know". Well it's been just over a month now and still no call back from them. I knew after that call I was on my own so I called Sacco Canada who is in charge of the machines here in Canada. They were phenomenal with their support and did not hesitate to help. They sent me to a service center here in my own city for repairs. I just found out that a new machine is in order and I did get a "lemon" machine. Why Whole Latte love could not have looked into things for me and make sure that their customer is getting good service and a good product? VERY POOR CUSTOMER SERVICE ON THEIR PART. Buyers should be aware of this.

Desired Settlement: Offer to send out my next order with no shipping and duty fees. In addition to that offer a discount and the total order. An letter would be a nice gesture too. A partial refund on the product would also be another great idea!

Business Response: Dear Ms. ********,
Our policies are very clear when anyone purchases a product and has it shipped out of the country (please see below).  You are also verbally notified when you purchase a machine to be shipped out of the country. We have offered to repair the machine but you decided to have an unauthorized repair center work on your machine and avoid any shipping fees coming back to us.  We cannot be responsible for any unauthorized repair centers taking apart your machine, replacing parts and trying to fix it.  You have advised us that this center replaced many different parts trying to make the machine work.  When you have something shipped out of the country knowing that warranties do not apply the machine becomes your responsibility.  At this time all we can offer is that you send back to our repair center and assume the cost of returning to us to look at.  We have included our policies and at this time cannot be held liable for any repair center other than ours to look at the machine.  There is definitely a complication here as now you have had another repair center basically take apart the machine and for us to even diagnose any problem that may have occurred before the repair becomes difficult.  If the machine does indeed need to be replaced we need to have the other machine shipped back to our location as soon as possible.

Sincerely,

The Customer Service Team

Warranty Policies
Manufacturer Warranties
All of our products have a full manufacturer's warranty in the continental United States. Warranty issues must be dealt with directly through the manufacturer with which the warranty is held. Warranties held by WholeLatteLove are also valid in Canada, excluding items that are Gaggia, Capresso, and Jura Capresso branded. Allocation of shipping and handling charges lies with the discretion of the manufacturer with which the warranty is held. Shipping and handling is non-inclusive of warranty. (Warranty information listed below applies only to new machines.)
See a complete list of manufacturer parts and labor coverage, support information and more.
Warranty Notes:
  • A Shipping and handling fee will be applied to all warranty replacement parts shipped from Whole Latte Love.
  • Warranties do not extend to accessories parts or normal-wear parts such as gaskets, portafilter handles, portafilter
 
International Orders
  • All international orders must be placed over the phone.
  • All packages shipped outside of the US are considered international.
  • Currently, we only ship to Canada and all Canadian orders should be placed over the phone. Please call our sales department at 1-888-411-5282 and our sales associates would be happy to assist with your order. 
  • Customers are responsible for all duties and taxes.
  • Warranties are void on ALL machines shipped to or transported outside of the US.
  • Please note that we are unable to ship Jura Capresso or Capresso branded items to Canada.
  • The customer is responsible for all shipping, customs fees, brokerage fees and all other delivery fees associated with delivery of the package.
  • Whole Latte Love reserves the right to choose the appropriate method and carrier for shipping.
  • Whole Latte Love is not responsible for delivery of the package once it leaves our facility. That responsibility falls on the carrier.
  • In transit times are provided by UPS and are based on business days.
  • Whole Latte Love does not guarantee transit times. "In Transit" times are determined by the carrier and are only estimates.
  • Orders will not be shipped without verification of shipping costs by customer. This cost does not include customs fees, brokerage charges or any other associated fees which are the sole responsibility of customers at time of delivery.
  • Customer is responsible for all return shipping costs involved with defective merchandise.
 

3/13/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I returned an item costing $824 to Whole Latte Love (Order #*******). It arrived back at WLW on Feb 4 (tracking through UPS) and I received an email that it arrived in good order. I have not received a refund. Customer service has said they would refund in 1-3 business days, but they have not. The customer service representative is *******.

Desired Settlement: Full amount of purchase refunded.

Business Response: Dear Mr. *******,

Your order was credited and we did send an email verifying the amount date and paypal transaction id to confirm.  ****** *. our customer service manager has also emailed and left a voicemail for you as we want to make sure you are seeing the credit on your end from your credit card company.  Please contact him at your earliest convenience.

Sincerely,
The Customer Service Team.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

**** ***** *******




3/6/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered a refurbished expresso machine from this company on 1/23/14. The order number was *******. It was unboxed when I discovered that the machine was scratched, damaged, and had pieces that did not fit properly. I requested a return UPS label and was told they do not offer return labels which was not true. I had to ship the item back at my own cost of $37.03 which I have requested a refund for due to this being the company's fault. The machine was received by the company on 2/6/14 (UPS tracking number is ******************), but I have not received a refund yet for the order. I have sent in photos of the damage and have requested three times thru email for a refund on my shipping cost, but have received no response. Today, I called the customer service number and spoke to a representative who said I would not receive a refund on shipping since I placed a order for a new machine. ??? That makes zero since.

Desired Settlement: I want to be refunded my original order cost of $629.00 and my return shipping cost of $37.03.

Business Response: Dear Mr. **********,

Our CS manager has sent you an email.  Thank you so much for contacting us.  Your credit has been issued.  Please let ****** know immediately if you have any other issues and enjoy your new machine.

The CS Team
Wholelattelove

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I received an email from ****** from Whole Latte Love stating that a refund of $37.03 and $629 was being issued. It has been over a week and I received the $37.03 refund, but the $629 refund did not come through. I emailed the company several days ago, but have not received a response.

Regards,

***** **********




Business Response: This complaint was taken care of and the customer was advised of his refund. Please allow 5-7 business days for your credit to show in your account. If you have any other questions or concerns please call ****** our CS manager. 

 
Thank you 
The CS team

1/29/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Six months ago I purchased a Rocket Cellini expresso machine. After 2 months the steam pressure gauge malfunctioned and made the machine inoperable.Oct. 26, 2013 I reported this problem and was told the machine is under warrenty and a replacement part had been ordered.I contacted the business four times since the reort and was told the part was in transit. I was also given several excuses as to the numerous delays. The Italians work slower then we do, transit times from Italy can be be extensive. The part is unique and is unavailable. After pressing the company, replacement parts were sent but the parts were from a machine that hasn't been in production for several years.I have now waited 3 months for this common part and have not had use of this machine which had a purchase price of over $1500.00.I feel the company has no interest in resolving the problem in a timely manner.

Desired Settlement: Refund entire purchase price and provide shipping material and cost of returning the machine.

Business Response: We are working with the manufacturer to try to resolve this issue.  As soon as this has been resolved we will be contacting the customer to offer a solution.

The CS Team.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

******* ******

This company has been saying they are resolving the problem with the manufacture for 4 months. The replacement part is easily procurable. I was able to purchase the part in question from a competitor (******* ****** ****) at a cost to me of approximately $50.00. The part was shipped in 4 hours and arrived USPS in two days. 

 
Whole Latte Love is stonewalling hoping I'll just go away. While stonewalling is not illegal it is unethical and approaches the realm of deceptive business practices. A search of the web will reveal numerous web sites that rate this company's service 1 star with much the same story of stonewalling delays.
 
It is beyond belief that a company will jeopardize their reputation over a $50.00 (retail) part  on a $2000.00 purchase, then again it quite obvious I will not do business with Whole Latte Love again, but I will do my best to dissuade others from sending business their way.  How the BBB bestows an  A+ rating on this company is hard to quantify. 
 
My next step will be to go to the New York State consumer complaint route. 

Business Response: Mr. ****** please provide a daytime number where you can be reached during the hours of 9-6. We have been trying to reach you and have left messages with your wife but have not gotten a reply. 

 
Thank you.  ****** *.

Consumer Response:

Whole Latte Love says they have refunded the cost of the part that I independently sourced. They have taken 4 months to resolve a problem that I resolved in one day and ******* ****** **** completed in 3 days. 
 
Whole Latte Love has provided extremely slow and inadequate service. It took a call to the manufacturer (Rocket Espresso) to light a fire under this company. Several bad reviews on ****** and  three coffee review sights may have had an additional effect.They have stonewalled my requests for a remedy in excess of 120 days. This is not standard business practice anyplace in the world. 
 
I am dismayed that the B.B.B. is still willing to rate this company A+.

1/24/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am a home business owner. I purchased an espresso machine for the purpose of research and development of my coffee blends. Purchase date 8/28/13 and it began malfunctioning after about 5 uses (2 weeks after purchase). I have 2 email records of my attempts to receive technical support. 9/16/2013 email contained 2 videos of the malfunctioning machine and descriptions of what was happening. The technical support rep said I would receive a phone call after a review of the videos. 9/24/13- A second email was sent with the same videos attached expressing that I need to know what to do with the machine. No return phone call was ever made. In October 2013 I called Whole Latte Love myself, expressing again that I need to know what to do with the machine. The technical support rep told me that an email would be sent to the head of technical support and they would get on the issue ASAP. No return phone call again. 12/2/2013- I called back again and was told a UPS call tag would be sent to me and to allow 48 hours for it to get to me. I expressed that I had no box for this machine because I expected a machine in working order and threw it away. The call tag never came. 12/9/2013-12-13-2013- I called customer service sometime during this week and expressed that I just wanted my money back at this point. I expressed again that I did not have a box for this machine. They said I would have to box it up really well and put the tag on my box that I had to come up with. 12/17/2013- I boxed the machine as best as I could and what I thought was "really well" and the machine was critically damaged during shipment by UPS. 12/27/13- Called support- they said boxing is being reviewed by UPS and UPS will determine if it was their (UPS) fault or mine (my fault- I will get a smaller refund to pay for repairs). I feel that regardless of what UPS decides that it is Whole Latte Loves fault for not sending me an appropriate box with packing instructions to protect their machine during a return to themselves.

Desired Settlement: A full refund of $1940 purchase price of the machine, regardless of what UPS decides. ASAP as I would like to purchase a different machine while it is still 2013 and I need the money for operation of my small business.

Business Response: The customer was contacted the day that UPS settled the claim and is happy with the outcome.

 
The Customer service team.

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******. I reluctantly accept as I have gotten my money back but not because the named business wanted to settle things but only because UPS accepted the responsibility of the damaged goods. I feel strongly that consumers should be aware of the difficulty online distributors have in serving their customers.

Regards,

****** *******

1/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Please see the below letter I have emailed to Mr. Salzman that provides details about the issue. I sent the letter a week ago and have not had a response. Dear Mr. Salzman, I truly apologize for emailing about this matter, but I feel have no other recourse at this point. I am a customer of your company Whole Latte Love. I found your contact information on the Better Business Bureau web site. I have decided to appeal to you, before I leave a complaint on their site with respect to your company. November 2012, I purchased a Gaggia Baby Twin since it was highly recommended by one of your sales representatives. For me it was a very expensive purchase, and in the past although I had reliable espresso makers (Nespresso and Cuisinart) they were a lot less expensive. I thought I would move up as far as quality of machines go. I realize there are machines far more expensive, but for me, $400 was an exorbitant amount of money for an espresso maker, and at the time I was happy to pay that amount. The first machine I received has some major issues, where the espresso tasted like plastic, after speaking to your tech support numerous times, they agreed to exchange it for another Baby Twin Gaggia, not without aversion on their behalf, and persistence on mine might I add. I did receive the 2nd machine, and ever since I have had it, it has had reoccurring issues, where parts need to be replaced, or the machine has to be sent in to be repaired at a shipping cost to me; all within the first year. I have called Whole Latte Love many, many times, and emailed as new problems have arose with the machine. Honestly your customer service leaves something to be desired. I have never once received an email response to my emails, and via phone, when I have asked to speak to a manager since the person on the other end of the line claims they cannot help me, I have numerous times been told a manager is not available, but one can return my call. Waiting for a return call for over several days, never to receive one, I have had to call in again. I have been asking for a replacement machine (the same brand or more reliable brand) since the first issue occurred, and I do not feel that is an unreasonable request since all of these issues and costs have happened within the first year of owning the machine; not something I would expect from a machine that was highly recommend by your sales representative. I had a $200 Nespresso machine for over 10 years, and it never had to have it fixed or replace parts, same with my $200 EM-100 Cuisinart Machine. Please Mr. Salzman, I am not trying to con your company or get away with an deceitful act, I am truly devastated by the fact that when I paid $400 for this machine, I thought I was getting a quality product, and this has turned out to be far from the truth. I just want a machine that is reliable, works on a continuous basis where I do not continually have to call tech support to find out how to fix it. I do not want a machine that was less than a year old when I started to have to purchase replacement parts or a machine that is out of commission for days at a time waiting for parts to arrive. I do not want a machine I have to wait to be mailed back to me after tech support has repaired it at a cost to me. I have never met you, but I am hoping that you are an understanding person who cares about his customers and their satisfaction. I would be truly grateful if you could help my situation. I look forward to hearing back from you. Thank you for your time, Regards, **

Desired Settlement: At this point I would like to be refunded the cost of the machine including the cost of the additional parts I had to purchase for it. I no longer want to deal with this company where I would receive a replacement machine from them since their customer service is so poor.

Consumer Response: Hi *******,

could I please add to the complaint.
 
Within the first year of owning the Gaggia Baby Twin, I have had to replace the group gasket twice, the panerolla wand, fix the pressure release valve and now the machine is not working at all, due to an issue with the touch ring control panel.
 
Thanks 

Business Response: Ms. ****** has talked to our CS manager, ****** *. most times when she has called and has been responded too in a timely manner.  So in accordance of our policies her machine is under warranty and can be brought in for repair.  This was agreed to by Ms. ****** and our normal policy states that she is responsible for the cost of returning the machine for repair.  ****** *. set up a return for repair and sent this to Ms. ****** and waived the normal shipping that is charged to the customer when we return the machine to her.  The original machine was a DOA so was replaced - the second machine her original problem was Ms ****** not properly tamping but by phone we have diagnosed the problem as condensation build up and can be repaired quickly.  At this point in time Ms. ****** is not eligible for a return but the machine can be returned for repair and this was agreed upon by ****** *. and by Ms. ****** (date agreed upon these terms Dec. 17th customer stated that she did not receive and was resent Jan. 6th 2014) .  So at this point in time Ms. ****** is responsible for shipping and packing the machine properly - the machine should be over-boxed and insured for its replacement value.

Sincerly,

The Customer Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 
To summarize:
 
  1. Purchased the machine over the phone on 11/23/13 and received it via mail 1 week later.
  2. On 9/9/13 called because machine was leaking for a few weeks.  They told me I need to replace group gasket since it had become brittle due to wear and tear. ( nothing to do with tampering incorrectly....I know how to tamper)
  3. Replaced group gasket at a cost to me.
  4. 10/27 called because pannerolla wand wand leaking at rubber gasket it.  I was told I need to replace it, which I again did at a cost to me.
  5. 11/6 called because pressure release valve was not working.  I was told to send it in to have it looked at. Very upset,asked to speak to a manager and none was available.
  6. 11/6 emailed customer service describing me situation since I was unable to speak with a manager.  Received a response to that email on 11/12 over a week later.
  7. 11/11 called to speak to a manager, wanted to request a refund, or replacement machine. Did not speak to one- none were available but i was told one would call me back
  8. 11/14 talked to ***** in tech support. She emailed me directions on how to fix pressure release valve.  Took me over an hour to do so.
  9. 12/9 called customer service because the touch button control stopped working, again asked to speak with a manager to discuss my dissatisfaction with the product. No manager available.
  10. 12/17 finally reached a manager, ****** *.  Told me I need to wash my hands before using the touch screen (insulting solution).  Spoke with him about my dissatisfaction.  He agreed to pay the cost of mailing the machine back to be repaired ( a least that was my understanding).  Said he would email me all the information I needed.
  11. Waiting for the email, I never received it so I called on 1/6 and received an email that day.
  12. Was expecting a mailing label in the email which was not included so I emailed back asking about it.
  13. Not until 1/9 did I receive an email back stating I miss understood ****** *. And that they would only pay return shipping.
  14. Given the time and frustration with all of this, I emailed the owner on 1/9
  15. Did not here back from the owner so filed a complaint on 1/15.
  16. My name is ****** not ******
Given the above history; the machine working sporadically( not working currently and has not been since December) due to numerous issues within the first year of owning it, and the excessive time it takes customer service to respond and "assist" with issues, I want no more to do with company and would like a refund for the defective espresso machine and the parts I have has to purchase for it.

Regards,

**** ******

Business Response: We do understand the customers frustration of having a product not work - this is why we have our return and repair policy procedure.  The machine needs to be returned to our location for cleaning and repair.  At this time we are happy to waive the return shipping fee once the machine has been repaired but the customer is responsible for shipping the machine back to us, packed properly and sent insured with a tracking number.  Please see our packing machines for repair or returns.  http://www.wholelattelove.com/policy_landing.cfm#returns

Sincerely,

The Customer Service Team

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I do not accept their response.  Any other company that sold a defective product would be willing to replace it or provide a refund.  Based on my experience and online  reviews for Whole Latte Love, their customer service is very poor.  I no longer want to deal with this company.  They have already taken up far too much of my time and money with trying to determine/fix machine issues, requiring me to mail in/repair the machine that is costly and time consuming.  Over this past year the machine has spent more time not working than working.  I NO LONGER WANT TO WORK WITH THIS COMPANY AND WOULD LIKE A REFUND FOR THE DEFECT PRODUCT.

Regards,

**** ******

11/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Pasquini Livietta espresso machine from Whole Latte Love (WLL). The machine worked correctly for a few months, but then stopped producing steam for frothing milk. I sent it back to WLL for repair and got it back 6 weeks later, still not producing any steam. I sent it back a 2nd time, and it came back 3 weeks later STILL not producing steam. I returned it a 3rd time, and they gave me a new replacement machine (I wanted a refund, but all they would agree to was a new machine replacement). After a few months, this 2nd machine also stopped producing steam. This points to a design flaw, and I really don't want this machine any more. For 3 weeks I've been emailing WLL asking for the service manager to contact me to discuss returning this 2nd machine for a refund, but no one has responded. The longer this drags on, the slower they seem to me moving. I don't want to purchase anything of value from WLL, because I have no confidence that it will work or that they can fix it if it breaks. I have been through enough aggravation over the past year or so with these machines - and this service - and I think I've earned a refund. It should be noted that "Ashley" in customer service has always been prompt and very professional. I have no complaints against her and I don't want her blamed for any of this.

Desired Settlement: I would like a refund of the espresso machine's purchase price applied to my credit card.

Business Response: We have offered Mr. **** a store credit for the original purchase price of the machine to be used towards a future purchase on the condition that his machine that he has is returned and received in without damage. He has refused this offer.  We do apologize for the delay in having a manager get back to you, your message was not being forwarded properly and we have resolved this issue.  Initial  phone diagnostics the problem seems to be a scale build up. At this time we will still extend this offer to you for a store credit.  Please call ******, our CS manager and let him know how you would like to proceed.  A refund cannot be issued per our policies.  Hopefully we can get you in touch with one of our sales experts who can help you pick another machine that will suite you needs.

Whole Latte Love Customer Service

9/21/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The Gaggia I purchased from Whole Latte Love was sent in for repair. They totally changed the bean hopper and lid. when I requested since the machine had been fundamentally changed, I should be entitled to free shipping and handling $80.00. I was told no. I get machine back and not 3 days later another problem occurs this time with brew group and dump box. The whole latte love tech says, "no problem" well since none of her suggestions work, she kept assuring me it was "no big deal". Well the useless video they sent on how to repair was not for my Gaggia Unica nor was it for any of the other brands the video man said. . Whole latte love sent a step by step text doc with pictures and, you got it, of another machine! (that works basically the same, the whole latte love tech tells me! ) yea kinda like a Porsche and say, a Honda? Any way, I had to purchase a torque screwdriver, 20.00, so I am out 100,00 for a nearly 400.00 dollar machine that hasn't lasted 1 year. I think whole latte love were pushing these Unica because they must get a huge price point or they just needed to get rid of them. I feel the machine is a lemon, but it's past the lame 30 day policy.

Desired Settlement: 100.00 refund or credit. ( 80 for shipping 20 for a special screwdriver )

Business Response: Our customer service manager will be in contact with you to try to resolve the problem.  His name is ****** and is generally in the office from 10-4.

The Customer Service Team

Consumer Response:

Better Business Bureau:

I will accept and have been awaiting a call from their customer service manager,  but that does not mean the matter is resolved.   The 489.30 machine will be 1 year old in 3 days.  I have made a several calls to the business but am unable to reach anyone in charge.  Thank you.

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Regards,

****** *******

 

 

Business Response: Good morning,

****** our CS manager has tried to contact you twice and left voice mails.  Is there a window of time that would be good for him to call you and is there a phone number that is better to reach you during the day? Again he did try to contact you immediately with the phone number that you gave when you ordered.  Hopefully this will be resolved as soon as possible.

Sincerely,

The Customer Service Team

Consumer Response:

I recievied a voicemail and an email today from ******, the Customer Service Manager at Whole Latte Love.  The company has promised to issue a shipping refund.  That is acceptable.  It was my understanding that since I gave a credit card info when I first made te return request,  I was being charged round trip shipping (80.00).  At this point,  I am accepting on the condition that they a) did not charge my card and b) credit my Paypal for shipping. 

Thank you for your help in this matter. 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

****** *******

Consumer Response:

********* ******
This is my second complaint against salzman group dba whole latte love. The coffee machine I purchased for 489.30 on September 6 is misrepresented as new. I have had several mechanical issues, I believe the machine I bought, was refurbished but sold to me as new. My machine was sold open box. I was told the machine are quality tested to ensure that every machine is in working order, but that it is brand new. I remember thinking it was weird when I first read on the website that all the machines are "tested" and so the seal on the Gaggia box would be broken. My machine didn't look like it was run, but the brew unit part was incredible greasy. When I got the machine back from repair, which was part of the reason of my first complaint, (*******) the brew unit part was not greasy anymore. Not coincidentally the brew unit part is exactly what the machine I purchased struggle is. And the customer service manager, ****** said I used greasy beans, which I had not I don't know why I didn't realize this till now. I have suffered from a lengthy illness and have not used the machine much. I have had problems with the machine since I got it. When it escalated to the breaking point, and I well enough, I started calling the company. I even asked them since they sell refurbished machines, to purchase mine back. Not surprisingly, they declined. I also want to add that no one at the whole latte love customer service could put me in contact with a manager, I was told the manager was very busy and it would be days before he would return my call. It was only after I contacted BBB that my complaint was given attention.



Or a replacement and change store advertising.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The business still has not issued the shipping refund.  The machine was not working yesterday, but is working today.  For the amount of money I spent on this machine, I should not get intermittent service.  I feel this machine was used or refurbished prior to my purchase and was told the item was new and sold the item as new.  Customer service is still unresponsive to me.

Date Sent: 9/4/2013 11:06:08 PM

I recievied a voicemail and an email today from ******, the Customer Service Manager at Whole Latte Love.  The company has promised to issue a shipping refund.  That is acceptable.  It was my understanding that since I gave a credit card info when I first made te return request,  I was being charged round trip shipping (80.00).  At this point,  I am accepting on the condition that they a) did not charge my card and b) credit my Paypal for shipping. 

Thank you for your help in this matter. 

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. 

Regards,

****** *******

Business Response: We are in contact with Ms. ******* and are coming up with a satisfactory resolution.

Sincerely,

The Customer Service Team

9/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered from Whole Latte Love an order of Green Mountain k cups on August 10th 2013. As of today's date 9-5-13 we have not received our order. I have placed multiple calls to the company's customer support department and received the worst service I can remember in recent history. The employees I have spoken to will not/cannot give me any clue as to why we have not received our coffee. The last person I spoke with today states she can see the order but has no clue why we don't have our coffee and the supposed person who might know if of course at lunch, 1:35 in the afternoon, and she will have to wait for this absent person to return to get the info. I went to the web site to see if the item we ordered had been removed from the site but no it was still there, Green Mountain Extra Bold Dark Magic K-Cups. I asked to speak to a manager and was told the manager was at the warehouse and not available to talk to but she would put me through to his voice mail. I was sent to a non identified voice mail and left a message. I next came to this web site and am filing this complaint.

Desired Settlement: I want our coffee and I feel that the order should be sent with expedited shipping at no extra expense to us, with an apology for all the nonsense we have had put up with from their very poor customer service employees.

Business Response: Dear ******,

Our records do indicate that you ordered the product on August 10th, you were sent backorder notification on August 12.  The ETA was Aug. 19th via manufacturer.  You then called on August 22nd and the product was still not available. At times we are out of stock on certain items due to it not being available from the manufacturer, this is beyond our control.  We then called you back on August 23rd and apologized and then got a new ETA for Aug. 27th (again from the supplier).  We did offer to sub out the product for something in stock at that time.

Today the  product arrived in our warehouse- you will be the first person that it ships out to.  From what I can tell our Customer Service representatives were not only very attentive to you but you were notified every step of the way.  Your product will be shipped out today and you should have it via UPS within 4 business days and you  will be sent a tracking number through the email account that you provided at the time of your order.  We do apologize for the delay in having the product for you, but at times this does happen for various reasons with the manufacturer.

Sincerely,

The Customer Service Team

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. I did receive our order of coffee today, the 11th of September, a full month after I ordered it. I found the company to be very unprofessional in their repeated poor handling of this issue in that I had to follow up three times and be very persistent to get the matter settled. I hope top management at the company was made aware of this complaint and improves their business model so they can stay in business.  

Regards,

 

****** ********

8/22/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I returned a product purchased from this business on 7/5/13. I purchased a nicer much more expensive product. I emailed the company a couple weeks later inquiring about my credit for the original product. They informed me that it takes up to 30 days for a credit to be issued and that they didn't receive my return until 7/16/13. I called the customer service dept. and explained that I personally delivered the return to their corporate office and took delivery of the upgraded unit on Friday July 5th. Their response after consulting a manager was that they would issue the credit that next week. I said that was unacceptable as they had the product 2 weeks at that time. I asked for a credit immediately with no response. Its now 8/8/13 and I still have not received my credit. The amount is in excess of $700. They charged my card instantly for both purchases, there's no reason to wait a month to issue a credit.

Desired Settlement: I want the refund that is owed to me, plus the interest the credit card company charges.

Business Response: Dear Mr. ****,

Your credit card was credited today for your returned machine. 

Order ******* was credited in full in the amount of $669.42 today at 8:52AM.  It was credited to the card ending in ****

Our normal time to issue a credit is 30 days and I see that this was late being credited to you.  I am reviewing our processes with the accounting department as we speak to make sure we are meeting our normal deadlines.  When a machine is returned it has to go through an extensive inspection and this is part of the timing of our credits. I do however respect your concern over the late refund.  Please allow 3-5 business days for the credit to show up on your credit card.  Again thank you for being loyal customer and we hope you are enjoying your new machine.

Sincerely,

Customer Service.

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I returned a product that was never opened, it was returned in exactly the same manner in which it was received. There is no excuse for holding onto my money as long as you did. I want the month of interest credited to my card.     

Regards,

**** ****

Business Response: We have contacted the customer and have come up with a satisfactory solution. Enjoy!


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2 Customer Reviews on Salzman Group, Inc.
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