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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 16 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 47 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.


Customer Complaints Summary Read complaint details

47 complaints closed with BBB in last 3 years | 17 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 5
Billing/Collection Issues 4
Delivery Issues 2
Guarantee/Warranty Issues 6
Problems with Product/Service 30
Total Closed Complaints 47

Customer Reviews Summary Read customer reviews

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

Additional Information

top
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

  • 1
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  • Guarantee or Warranty

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Additional Phone Numbers

  • (866) 287-4634(Phone)
  • (888) 411-5282(Phone)
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Additional Web Addresses

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Complaint Detail(s)

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

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,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/30/2014 Guarantee/Warranty Issues | Read Complaint Details
X

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

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




BBB's Final Determination: Consumer accepted resolution offered by the business.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

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,

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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,

**** ******

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

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,

 

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

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!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

7/9/2013 Problems with Product/Service
6/13/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased and returned a latte machine requesting a refund in accordance with their policies and have not received that refund. I have contacted Whole Latte Love three times via email and telephone without success. I was promised that the refund would be issued by the end of the week of 7 June. I called again today 10 June and was again promised they would look into this matter.

Desired Settlement: I only want what the company promised and which is their policy -- a refund.

Business Response: A refund was issued on Monday morning, June 10th.  Please allow up to 7 days for this to show up in your credit card billing history.

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/7/2013 Problems with Product/Service
5/2/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased Gaggia Classic Espresso maker with 1 year warranty from Whole Latte Love in July 2012 and maintained it properly as instructed by manufacturer recommendations, i.e. I descaled the machine monthly using product specific descaling fluid. After 7 months of use machine broke and I sent it for a repair to Whole Late Love . I was told by their service department that "excessive scale build up" voided the warranty and repair would cost $260. I believe Whole Latte Love should honor the warranty they sold with th product and my machine should be repaired under the warranty.

Desired Settlement: repair/replacement under warranty

Business Response: Dear Mr. *****


The following was found and emailed to you.  Our tech servicing your machine and my tech manager confirmed this.  Please see our policy below. 

Tech comments: Extremely heavy scale built up in the boiler is breaking loose and plugging the 3 way solenoid valve causing it to malfunction.The degree of buildup necessitates both the boiler and solenoid be replaced along with all appropriate gaskets.This is not covered under warranty.

Conditions and Exclusion

This warranty does not cover electrical components that fail due to power surges, power failures, improper water pressure, using hard or unfiltered water and operator use or neglect. Wear and tear items such as group gaskets, portafilter handles, portafilter baskets and shower screens are not covered. This warranty will not cover damage due to neglect or improper maintenance or use. Shipping and labor charges are not covered by this warranty.


If excessive scale build up is found in the machine this is due to not running a cleaner through your machine or possible the wrong descaler through your machine.  Extreme scale build up that necessitates replacement of parts  voids the warranty.  If you decide to have the parts replaced in your machine I suggest that you then contact our customer service department to make sure that you are doing this properly but also regularly.  Here are links to some great videos  that describes this process.  If you were cleaning your machine once a month with a good descaler as stated, there would be virtually no scale build up found. 


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 am very dissapointed to hear that Whole Latte Love will not respect warranty on a 8 month product that has been used by me properly and in accordance with all the instructions. As I explained  to one of the support staff on the phone I descaled the machine monthly using Gaggia specific descaling fluid purchased from Business site following the instructions step-by step..
Even if there is a "heavily scaled boiler" present as noted by Business technician, nowhere did Business' or manufacturer's instructions stated/advised me as a customer to use distilled or bottled water to reduce a chance of this happenning to the machine during regular use.
By the way, I was using only the FILTERED water in my Classic .
Previously, I owned Saeco machine and used same water from the same kitchen and same filter and it lasted over 3 years after which time I gave it to my daughter to use in college and she still enjoys it-works just fine.
It just does not seem fair that Wholle Latte Love will not honor extended 1 year warranty on the high end product that I as a customer used in accordance with all instructions
 
I still believe they should repair it under warranty which I paid  for when purchasing the product.
 
Regards,
 
***** *********

Business Response:

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

Our customer service manager ****** tried to contact you today to work out a solution with you and your machine.  Please give him a call back Monday at your earliest convenience. If he is not available please leave a contact number and a good time to call you back. I am confident that we can make you a happy customer and drinking great coffee again.

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 was called  by ******  who informed  me that machine  will be repaire  under warranty and  send  to me.  I am currently awaiting the  machine shipment.

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/16/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a brand new Jura-Capresso (JURA) Impressa J5 Machine on 10/13/2010 from Whole Latte Love (WLL), Order #* for $1499.00. The machine was guaranteed to be brand new. A re-manufactured/refurbihsed machine was offered at a much reduced price. I declined that offer and opted for the New product and paid the full price. After almost two years, I had an issue with the machine and called the manufacturer's help-line. I was told the repair was not a self-help problem and that I needed to ship the machine to them for repair. I gave them all the information about my machine so they could begin a repair procedure. It was at this time that I was told that my machine was not purchased new but instead was a re-manufactured/refurbished machine when I purchased it from Whole Latte Love. I immediately called Whole Latte Love and determined that there records verified that my purchase was for a brand new machine. ****, in customer service, said he would look into it for me. 10/10/2012: Whole Latte Love (WLL): **** said he found that the manufacturer (Jura) drop-shipped to me & to that I should call Jura. I asked him to deal with Jura, since my purchase was from Whole Lattee Love not Jura. He said he would try to resolve the issue for me. 10/15: After not hearing from (WLL) I called WLL to check the status my complaint. I was told that **** was on vacation 10/18: I spoke with *** @ (JURA), He said that they did not sell the machine to me & that I should contact WLL 10/18: I again called (WLL)-**** said she had to see boss ****** & would call me back. 3:54pm ****** called me. He's working on it. his tel# is ### ###-#### x#### 4:37pm ***-(Jura) called to say Jura would fix machine free & couldn't do any more that that. I told him that I wanted a new machine which is what I paid for. He said for me to take it up with (WLL) who took my money in the first place. 10/19: WLL-****** asked if I would consider store credit for $$ difference for a new vs a re-manufactured/refurbihsed machine. I told him that I would. He said he would work on that but never called back. 11/01: I called (WLL) ****** said he has been unable to find cooperation w/ Jura re: who he said owes me the $$. 11/29: Left phone msg for (WLL) ****** @ 2:52pm. No response from him. 12/3/2012: I called @ 9:12am I left another msg for (WLL) ******. Again there was no response back to me.

Desired Settlement: I did not buy my machine from (Jura) and do not wish to be bounced back-and-forth between (Jura) and (WLL) for a civil resolution. My money was paid to (WLL) I would like Whole Latte Love to make me whole. They say that they have no way to do that since the model I bought is no longer made by (Jura). And further, they wish to hold (Jura) responsible and deny any direct responsibility to me since (Jura) shipped the wrong machine. I would like a full refund. or, lacking that resolution:, I would have been able to buy a re-manufactured/refurbished machine at Tuesday Morning for $699.00 at the time I purchased a new one from (WLL) for $1499.00. They (WLL) should refund to me the difference of $1499.00 and $699.00, or $800.00. I can then use that money toward buying any machine I wish from any vendor I wish. or, I would consider replacing my machine with a new model of my choice in place to the Jura5. Respectfully, Judith Bennett 2905 E Gadsden St Pensacola, FL 32503 ###-###-#### *@earthlink.net

Business Response: I am very happy to say that this complaint has been resolved and a solution has been reached between Jura and our company and the customer. Happy Holidays!

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

11/21/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered online a "Chambord Stovetop Espresso Maker Black 3-Cup" from Whole Latte Love. This particular "manual" espresso maker is advertised as "suitable for.....Induction" stovetops. It is NOT suitable for induction; to be so it would need to be constructed of a metal that attracts a magnet. My problem is that it IS advertised as "suitable for induction". The number one reason for this purchase was specifically for use with an induction type stovetop. When I called the company, the service rep explained that I would be responsible for a "15% restocking fee" and that I would be responsible for the return shipping charges as well. I felt this was in error, as I was misled by their advertising into believing that this implement would indeed work on an induction type stove top.

Desired Settlement: 1) they refund my money IN FULL for the purchase price--the entire purchase price 2) they pay the return shipping charges 3) they change the ad to eliminate the "suitable for Induction" phrase so that other consumers are not misled My order number--for the benefit of the offending comapany was: Order **

Business Response: First of all thank you to the customer for pointing out this error. We have corrected the site - the 6oz does have the 

induction capabilities however the 3oz is too small. We will be issuing a credit for the 3oz that you purchased. Due to the holiday 
please allow 7 days for the credit to appear on your account. Our customer service manager will be contacting you to confirm. 
Have a great holiday!

Business Response:

Regarding Complaint**.  the company "Whole Latte Love"  contacted us and has agreed to correct their website.  We are satisfied with the results. 

Also I would like to commend you the BBB for your prompt and efficient response to our complaint.  GOOD JOB!!!!  **


BBB's Final Determination: Consumer accepted resolution offered by the business.

11/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: There is a defective component on the Espresso Machine and the Company is not providing a resolution under the Warranty.

Desired Settlement: I would like to exchange the product for another machine.

Consumer Response:

This issue has been occurring within my first 6 months of purchase. The flaking paint is a health issue as it falls into the milk being frothed. Furthermore, the replacement part brings the same issue as it has already occurred three times. This is a manufacturer defect and the machine is still under the 2-year warranty that covers MANUFACTURING DEFECTS. 

I would like to return the machine for a full refund or credit toward a new purchase since you are unable to permanently fix the defect. 

**

Business Response: **  The customer service manager will be giving you a call late this afternoon or tomorrow morning some time to try to work out a solution. Our goal is to have a happy customer! Thank you.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

11/13/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: We were sold an expensive coffee machine that did not work properly. We returned the machine, was told it was repaired and were returned the machine. The machine was not repaired properly and still did not work. We proceeded to return the machine again and the company refuses to refund us. They sold us a faulty machine and should have either replaced with a new one or refunded us accordingly. Company refuses and claims we have buyers remorse. We do not have remorse we just expect that when you make an expensive purchase the item should work. Company has repeatedly lied, misrepresented itself. We are extremely disappointed and frustrated.

Desired Settlement: Refund

Business Response: Dear ********* ***,

After extensive research we have not been able to locate your order with the name and address you have provided here.  We have also tried to contact you via the phone number you have provided to the BBB and have not been able to reach you and you do not have a voicemail available.  Please contact our customer service department at your earliest convenience and ask for the customer service manager ******.  It may be possible that you have moved or your order was placed under a different name. 

Thank you and we are looking forward to helping you solve this problem.

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.

My phone number is stated clearly as *** *** ****  and there is a definite voicemail on my line.  In addition, you can look for my order under ****** *****.  

Regards,

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

Business Response: After further investigation of this complaint the following was found:

  • The customer purchased the machine on Nov. 9, 2011
  • As with many appliances this particular machine has an extended two year warranty (9 months old)
  • The first noted problem with the machine was on July 3, 2012
  • We received the machine in on Aug 2, 2012 and the machine was immediately put on the bench and the steam wand was replaced.  The machine then shipped out Aug 3rd. (note this was a one day turn around)
  • Customer then called with a problem and the manager of the tech department tried to trouble shoot with the customer to avoid a repair August 16th. Customer demanded a re-repair.
  • The machine was issued a repair e-label and was received back in to our tech department and put on the bench Aug. 23rd.
  • The machine was in perfect working order, no issues were found and customer was called.
  • At that point in time the customer has refused shipment and -we were told if we send the machine back they would refuse the shipment.
  • The machine is in perfect working order and needs to be returned to the customer - again no problems were found with the machine and it was extensively tested.

I feel my customer service department and tech department performed at an extremely high level and at this time the customer has a choice of us shipping the machine out to them as soon as possible.  

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.

Whole Latte Love sold us a faulty semi automatic Giaggia Accademia coffee machine for $2399 that has been serviced twice in less than a year.  The machine is a lemon.  We believe a refund is in order.  Our experience with the employees, managers and technicians of the call line and business has shown us that Whole Latte Love is unethical, unscrupulous, and dishonest.  

We purchased the machine new in November 2011 after the merchant assured us the Giaggia Accademia was of the highest quality and that they never had any issues with them.  After about three months the machine performance started to deteriorate - specifically it would no longer froth milk (a major function and one of the main reasons we chose the machine).  We called the help line several times and kept following instructions and even descaled the machine which gives the machines internal parts a thorough cleaning.  The machine started to work somewhat better after that but by May 2012 the performance of the machine deteriorated and it would froth milk on some occasions and others it wouldn't. Along the way we called the company at least 10 times and spent hours on the phone with them.

We were away in June and upon return we contacted the merchant to ask for assistance given the problems we were having.  We received help in diagnosing the problem over the phone. When nothing would solve the issue they said the machine would have to be sent in for servicing with us having the bear the shipping costs.  The shipping costs to amounted to over $200.   

We told the merchant we shouldn't have to incur such costs for a machine that costs over $2000 and breaks down within such a short time.  The merchant was not at all sympathetic and we had no choice but to send in the machine for servicing.  The machine was serviced and returned to us in approximately one weeks time. After pointing blame on us, we were told that indeed the machine had a faulty part that in the frothing wand that was replaced. We opened the machine and used the machine only to find it was still broken and not frothing milk properly.  When we called to report the issue again the merchant pretended it was our fault and not a problem with the machine.

When we contacted the merchant they started to give us the run around.  First they claimed we didn't know how to operate the machine.  When we continued to ask for service or to speak to someone with authority they started to give us the run and around and it was evident they no longer wanted to help us.  We contacted American Express at that point to file a dispute.  It was only after American Express contacted the merchant did they agree to issue a return label to have the machine picked up for a return trip for servicing.  The merchant initially claimed when it came in for servicing the first time they did not spend enough time on it.  After about a week the merchant told us there was nothing wrong with the machine and it worked “fine” for them.  In the same call they later said they service the machine and found the problem.  We inquired how was it the machine worked find and they did not have to make any repairs and within the same call they made a claim to have serviced it and fixed it.  The merchant was clearly saying what ever they had to to make us think the machine was working fine.  The merchant became defensive and untrustworthy and did not want to take any actions to try to resolve the matter.  They refused to return calls and went silent.

We contacted American Express again to tell them about the matter.  American Express then continued to investigate the matter for us.  In more than two months we have had no contact from the merchant.  American Express informed us that the merchant did not have the machine and was wondering why they were being contacted by American Express (a lie given the response the company issued to the the Better Business Bureau).  The merchant issued the call tag so we did not have a record of the shipping label.  We then had to go to great lengths with UPS to track down the records to show that the machine was in the merchants possession (it has been since August of 2012).  

American Express has continued investigate the matter but the merchant has refused to respond to to their requests.  They have not contacted us to return the machine or reimburse us. In fact, they claimed our phone number didn't work.


We now have no machine or reimbursement ($2399 + $200 shipping).  We believe the merchants completely unethical and would be surprised if we are the only people to have filed a complaint against them given their behavior.

In summary, this merchant sold us a faulty machine that has been serviced twice in less than a year.  The machine is a lemon.  We believe a refund is in order.  Our experience with the employees, managers and technicians of the call line and business has shown us that Whole Latte Love is unethical, unscrupulous, and dishonest.  The company has many of these “top of the line” machines on its website at a much lower price than we paid.  The company should refund us accordingly for the full amount we paid.

 

Regards,

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

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

10/10/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My husband bought me a coffee maker..($2,000) and it did not work properly, so he went to exchange the coffee maker for one that worked.... we thought that was it but then we Find out they charged us an additional $2,000 After some time with them not returning are calls and giving us the run around I was told they would refund are money and they were sorry but they never refunded me my money.....I call them again and again... no return calls finally get a hold of ****** and he informed me they will not give me back my money I must still have the broken coffee maker.

Desired Settlement: I would like them to make good on this and Refund my credit card

Business Response: We reached out to this customer approximately 3 weeks ago to come up with a solution.  We have no record of them returning the first machine and have asked for the signed documentation that is provided when a machine is dropped off.  Each machine has a serial number on it and after extensive research it was found that the machine that they are asking for a refund on has not been returned.  Again we have reached out to this customer with no response from them and were awaiting some sort of resolution before responding to this complaint. The president of the company emailed this customer and even gave them a contact phone number to call him at to rectify the situation with no response. To the customer, please give us a call at the phone number provided so we can come up with a resolution to this issue.


Consumer Response:

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

Me and My husband will contact the company right away to see if we can come up with a solution and let you know what happens.

Regards,

 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

9/21/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My problems with Whole Latte Love began in February when I contacted their tech support to help figure out why a very expensive espresso machine I'd bought from them (the Gaggia Plantinum Vogue model) was not working. They provide support to determine that the problem was not something I could fix myself and offered to fix, fine tune and clean the unit for $312.95, which I agreed. For this rather high amount of money my expectation was they would provide very attentive care and return the product in perfect working order. Weeks later, however, the coffee machine was returned still malfunctioning. Again I called tech support and spent hours troubleshooting. Finally they agreed to "refix" the machine. They told me they weren't aware of the problem which hadn't been fixed, but I had clearly told them. Beyond that, they obviously didn't test it properly or they would have found this problem out rather quickly. I returned the coffee machine for refix late in April, and when it was returned it still was not functioning. I spoke to two technicians, one named *****, who had a very cold attitude and didn't seem terribly concerned about the repair. Another technician, ******, explained that we had probably had a lemon product from the start. But I had to make repeated calls in order to get them to finally agree to attempt to fix the machine again. When it was returned, it finally worked for a few days over a month. However on August 10th, again, just 35 days past repeat of the repair, the coffee machine locked up and is no longer functioning at all. It cannot produce any coffee. I have had several conversations with them and they coldly informed me that they only cover 30 days past the repair, but I told them that considering the 5 months of stress their poor repair practice has cost me I deserve better treatment. To be honest, I do not expect for them to repair it again. All I would like is to have the money for the repair refunded. As well, I just really want to report that they are a business that have poor business practices. Several times over the course of the last 6 months, most recently this Monday (Aug 13), I have reached out to speak to their supervisor and have been told I would receive a call back, which has never come. I just called to inquire why 4 days later I still hadn't received that call, and the man in customer service again very coldly informed me that they had not gotten around to dealing with it, and that my only recourse would be to PAY THEM to repair this unit again. And of course, to continue to wait for their supervisor to respond.

Desired Settlement: Reimbursement of $312.95 repair expense.

Business Response: We contacted this customer today and have come up with a resolution that they were happy with.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

8/7/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a Gaggia Espresso Color machine from Whole Latte Love December 24, 2011. I received the product in January. I had the machine for almost four months before it stopped working appropriately. I went to the company's website on 4/14/2012 and posted on their customer service wall that I had purchased this latte macine approx. 4 months ago and it was no longer working. ****** replied on 4/16/2012 stating the issue I was describing was not "user serviceable" and I would have to send the product in for repair. I thought I would get a return postage in the mail. When that didn't happen I figured the company had a business account with UPS, so I took it to UPS on 4/24/2012. I was shocked when The gentleman servicing me told me it would cost $59.88 to ship to their repair center. When I asked the gentleman about it, he said that sometimes companies force you to pay to ship and refund it back at a later date. The more I thought about it, that had happened to me before, so it made sense. That way the company had an accurate amount to refund. I paid the shipping total. Some time went by and I kept checking the customer service wall to see if I had any status update on my product. On 4/30/2012 their was a receipt of repair notice. When I opened it up it was telling me I owed 29.00, but it did not say why I owed that amount. I wrote an email on the customer service wall asking what the charge was, and my frustration with the fact that I was going to have to pay more money to get my machine back; a machine that was mine anyway as I had already paid to purchase it. I did not pay the $29.00 and was disputing it because, again, I had already paid for the machine plus 60 dollars to ship it t them. And this product was under warranty! To my surprise, on 5/02/2012, the company I purchased this machine from, illegally used the same account I purchased the latte machine with and debted out the $29.00 from my **** ** ******* account. I could not believe it. This debit was not authorized. The only monies authorized were the $199.20 to purchase the machine back in December 2011. My family continued to tell me to file a Better Business Bureau complaint then and to not let this happen. I kept saying I would and then days turned into weeks and I never did. Big mistake on my part. I had the machine back, it was working and I used it every once in awhile. I think the newness of it wore off because I didn't use it every day as I had when I first purchased the machine. Then on July 11, 2012 I got up and turned the machine on to make a latte. When I went to steam my milk, the steam wand was not working. I was doing the same thing and making the same noise as it had before. I shut the machine off and called customer service. I called ************** and spoke with *** in customer service. I explained the situation to her and asked how I could get a shipping label as I was not paying to have it shipped back to them, nor was I going to pay the $29.00 to get the machine back. She said she was going to transfer me to technical support. I explained to her I already knew what was wrong with the machine and while it was a waste of time I would go through the motions that she wanted. I was transferred and spoke with ***** in technical support. I explained again what was wrong with the machine. ***** wanted me to take the want off the steamer stating she thought it was clogged. I explained to her that was not the problem. I used to work as a Barista and was not ignornant of coffee, espresso, or espresso machines. So I explained to her that it was cleaned when it was shipped back to me and that everytime I made a latte, I then removed the steam wand, cleaned it, then cleaned and purged with water the arm and the actual drip area. I did what she wanted anyway. She had me do exactly what I always do. I pushed the button for water to come out of the area where the espresso comes from. Hot water came pouring out all around the gasket and nothing came out of the arm. I shut the machine down. ***** then told me I was outside of the 30 days since my last repair and I would have to ship it to them for repair. I explained to her this was no acceptable as this product is still under warranty and I was already up to a purchase price now of $288.08 for a product that cost $199.20. I asked to speak with a manager or supervisor. ***** transferred me and I got a recording saying I had reached extension ****, but a name and/or title was not given. I left a message, hung up and called back the main number. I got *** with customer service again. I told her I wanted to speak to a real person. She put me on hold and then got back on the phone stating the supervisor was not available and he had my message and would call me back. That was not acceptable. I told her I wanted to speak to someone else. *** told me he was the only person I cold speak with and he would have to call me back. I was angry and I have no doubt *** could here that in my voice. I explained to her this was poor customer service, I was an extremely unhappy customer, and there is always someone above someone. I demanded to speak to either that superviser or whomever was above him. She told me it was not possible and that the supervisor would get back to me by the end of the day. Again, I told her this was not acceptable. *** placed me back on hold and then came back on and told me the supervisor would get back with me within 2 and a half hours. I said that would work, thank-you, and hung up. It was 9:37 am when I got off the phone. A man, also named ******, called me back at 12:26pm. I had to explain to him again everything that I have experienced with this latte machine and the ridiculous costs coming out of my pocket. ****** apologized and stated he could "eat the cost" of $29.00 to ship the machine back to me and also give me a tune-up to check all the other parts, but I would have to pay to ship it to him. I told him this was unacceptable. I told him that if I did that I will have now paid $347.96 cents for a machine that I purchased brand new for $199.20. ****** told me that I might want to go through UPS or FedEx because he just shipped a machine that weighed moe than mine to Florida for thirty something dollars. While I could care less what he paid or where he shipped to, I did in fact use UPS and it costs $59.88 to ship to them. I told him this was unacceptable and while waiting on him to call me back I did find who owned the company a number and address for them and that I would contact them. I thanked him and hung up.

Desired Settlement: I chose other because their are a couple of choices. I can not believe this company thinks this entire situation is acceptable. Paying a few bucks shy of $350 dollars for a $199.20 product is not right. I have never purchased a product by mail where if something was wrong with the product, I had to pay for shipping costs. In my experience you get a shipping label or you are directed to a specific shipping place to send the product back. And by no means have I ever had to pay to have a product sent back to me. Absolutely ridiculous. What a way to rip people off! This Better Business Bureau complaint is my second step of the process. The company can stand behind the products it's selling and repair my machine as well as "eat the costs" of shipping to them and returning back to me. Whole Latte Love can pay $88.88, I shouldn't have to. The company can accept my return and refund me the cost of the purchase price of $199.20 as this product is clearly defective. If the company does not want to pay for the shipping, as it it beyond words to expect the customer to pay all this money a second time, my third and final step will be filing in court. Please, don't take this as a threat. I am only letting you know upfront what my intentions are and that I do not plan to back down. I am an educated person and I work very hard for my money. If this company had any dignity and/or customer service skills, this would not be happening. I do have the address of **** *******, President of Salzman Group Inc., and owner of Whole Latte Love as **. If this is not correct, please also notify me of the correct contact information. Thank you for your time.

Business Response: The customer has been contacted and offered a repair with no costs or a replacement machine that should solve any usage problems.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

6/29/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Gaggia Unica from Salzman Group d/b/a Whole Latte Love in December 2011 as a gift for my wife. In February 2012, we noticed that the grinder was not providing coffee to the brew group. I contacted Salzman Group by telephone. The service representative indicated that Salzman Group had a six week backlog for repairs and suggested that we use a vacuum cleaner to clear the grinder. I tried this and it worked for a few weeks. Over the next few weeks, the machine required clearing more and more often, and by April 2012, the vacuum cleaner method no longer worked at all. I called Salzman Group about a warranty repair and learned that the company would require us to pay for shipping and insurance both ways, that the repair would take two weeks, and that the company would not consider a refund or exchange. I asked about local repair options and was told that the only other authorized warranty service facility in the United States was the importer. The importer, however, is an affiliate of Salzman Group. Concerned that we were being asked to pay round-trip shipping charges amounting to more than ten percent of the cost of the machine, I looked at the warranty terms. The warranty booklet contains no disclaimer of implied warranties and no remedy limitations. On May 3, 2012, I sent an e-mail to the support representative at Salzman Group asking him to confirm the warranty terms. When I received no response, I sent him a follow up e-mail on May 7, 2012. By May 18, 2012, I had not received a response to either e-mail. I sent the Salzman Group a letter by certified and first class mail, addressed to the company’s registered agent in New York. The letter outlined what had happened and asked for help resolving the matter. It also revoked acceptance of the goods under Article 2 of the ***** ******** Uniform Commercial Code and (as required by the statute) offered an opportunity for Salzman Group to cure the defects in the non-conforming Gaggia Unica. On May 22, 2012, Salzman Group “refused” the certified letter, which the Postal Service duly returned to me a few days later. The copy of the letter sent by first class mail did not come back, however, and the Postal Service presumably delivered it to Salzman Group around the same time as the Salzman Group refused the certified letter. Salzman Group has never acknowledged or responded to the letter. On June 7, 2012, the support representative at Salzman Group responded to my e-mail of May 7, 2012, confirming that I had the correct warranty documents and apologizing for the delayed response to my e-mails. He said that e-mails had gone into his “spam filter,” and had only just been discovered. While my May 18, 2012, letter mentioned my e-mails and the company’s failure to respond to them, the representative’s e-mail failed to acknowledge the letter. I responded to the representative by e-mail on June 9, 2012, noting that this was no longer just a technical support problem and asking the representative to forward my e-mail to someone in charge. I also attached a PDF copy of the May 18, 2012, asked the company to acknowledge receipt of the e-mail by 5:00 pm on June 11, 2012, and asked the company to contact me to resolve the complaint by 5:00 pm on June 15, 2012 (five business days later). When I received no acknowledgment on June 11, 2012, I mailed a copy of the e-mail to Salzman Group’s registered agent in New York by first class mail on June 12, 2012. This letter has not been returned, and as of 5:00 pm on June 15, 2012, I have not heard from Salzman Group. I am disappointed with Salzman Group’s failure to honor its warranty obligations under the contract and with the company’s apparently purposeful avoidance of a discussion about the issue.

Desired Settlement: Salzman Group can resolve this by repairing or replacing the defective Gaggia Unica at no additional cost to me together with additional contract/warranty terms to protect me from future disputes like this one. Alternatively, Salzman Group can resolve this in some other mutually agreeable fashion, such as a refund or exchange.

Business Response: Our customer service manager has contacted Mr. ******* and he has accepted an offer by our company.

Consumer Response:

Whole Latte Love and I reached an agreement with respect to complaint ID ******* that will, when honored, resolve the disagreement to my complete satisfaction.  At present, we would expect Whole Latte Love to be in a position to honor the agreement on July 2, 2012.

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

6/8/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a product part based on there service/sales department. I didnt use the product right away to realize it was not the right product. Once I did I contacted the company. I was given 2 or 3 extensions to try. I made several attempts to call and email, indicating that all I wanted was the correct part. Finally after a number of weeks I was told that they dont carry that part and that because it was 30 days I was not allowed a refund. The delay in remedy was partly my fault as well as the company as I never expected to not be able to exchange for the right part and I work full time. But to be told that yes we recommended you this part, no its not the right part and sorry but your stuck with it isnt acceptable. As I stated to them it felt like I was robbed. This purchase was over the internet.

Desired Settlement: Refund or just the right part.

Business Response:

Good afternoon,

In response to this complaint this is what was found.  You called our customer service technical department and wanted to know what filter basket was needed for a Grimac Royal Falcon espresso machine. You were advised that a 58mm basket was what you needed and this is correct.  But in fact you own a Espressione Grace machine which this basket will not fit as it takes a 52 mm basket.  This was your error.  Also we do not accept returns on parts which is clearly stated in our policy.  On top of that you were past your 30 days even if it was returnable.  We do not carry the filter basket that you needed and you were advised to please call the manufacturer to receive this part.  I am sorry that there was an error in your order but we cannot exchange or accept return on this item.  It would cost you about the amount that you paid for the item to ship it back to us.

Non-Returnable Items

Whole Latte Love does not accept returns for the following items:

  • Any product missing the serial number or UPC. The serial number or UPC cannot be missing from the product itself or the manufacturer’s box.
  • Products that have been customized
  • Parts/care products or accessories
  • Coffee, tea, drinks/syrups and other consumable items. Orders shipped internationally (includes orders sent to Canada or to US territories)
  • No commercial merchandise may be returned
Best regards,

****** 

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 would like the tape of where I indicated to the company I owned the machine they indicated.  In the conversation when I initially made the order I had not only the machine in front of me but also the machine specs pulled up on the computer.  Could it be possible that whoever took the order inputed the wrong machine?  Could it be possible that they made a mistake?    Maybe the person on the phone thought I would be ok with this basket. 

 

I have never deviated from the fact I had an espressione Grace, not at the intial order and not now.  How do I know this?  Because everytime they ask me to provide information I have to walk back to look at the machine type or look it up on a computer.I find it very hard to understand how 3rd parties are telling me that I made the mistake as opposed to the person who took the order.  That they are confident I gave the wrong information even though they have presented no information to make that statement as they didnt take the order and up to this point havnt told me they listened to the order tape of the conversation. 

 

It also seems rediculous that a 20$ item, they wont just refund.  Obviously they dont want repeat customers.   I am in the customer service industry and I would never out and out tell a person they are wrong without being a part of the intial transaction.  All of this is assuming that the person who took my order inputted the information into the screen.  I have no words why this is even going this far.  Its terrible and I dont want someone else to go through this, especially on a bigger ticket item.

Regards,

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

 

Business Response:

Response to his rejection of complaint.  We do not carry any parts for the Espressione Grace .  So there is no way for us to place an order if in fact Mr. ****** told us the correct name of the machine.  My technical support staff would have advised him to call the manufacturer to order the part.  I do stand behind my technical staff on this one due to the fact that if the correct machine was given to them they would not have been able to place the order.  
 
****** 

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.

That was not the case.  This is a he said she said situation.  Is there no taping of the conversation?  Mrs ****** can stand by her technical staff just as I can stand by my word.  I also have co workers who were sitting next to me when I made the order.  I had the machine sitting next to me at the time, because I had no idea what it was, to ensure I was telling the agent the right information.  The gentlemen on the phone did go through an exercise when trying to figure out what to order.  I indicated to him whatever he thought would work, I put my trust that he  knew what I needed.  I didnt even know what a portafilter basket was at the time.  This is why you call an "expert"

 

Im upset that I didnt use the product earlier to check. I am also guilty that I didnt stay more on top of it.  I called within the 30 day to remedy, but for one reason or another didnt look for immediate resolve because I mistakenly assumed that a company would just work with me.  I assumed that customer service was priority #1.  This was a mistake.  But it doesnt take away the fact that I relied on a company to provide me with the part I needed.  WholeLatteLove didnt do that.  And they essentially renegged on a universal policy of customer service that every company should abide to, especially on internet service.  I am out $20 and while that may not be much its the principle of the deal. 

 

This is rediculus that it has gotten this far.  I dont understand why they dont just refund the money and take back the product.    Right now I am willing to give back the product and as I said I only wanted to get the right part.  I am not trying to scam.

 

This is not acceptable on any level.  At this point I am only pursuing this on a matter of principle.  I would never treat anyone, especially a customer, in such a fashion.  Its not acceptable and I hope that in some way, if I dont get my refund and am able to return the product, that the BBB weighs in and puts this on the record.  What if this was a $500 product vs a $20 product, or worse.   Its not acceptable.    

 

Just so this is on the record.  I recieved the product on March 22, *****  was the tracking number.  I had a follow up email from ****** on 5/10.

I had made calls prior to that in which i didnt follow up on and dont have an email record of.  But we are talking about a delta of 10 days or even less past the 30 day cutoff.  Please give me a break.

Regards,

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

 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

6/1/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an espresso maker from "Whole Latte Love" After minor use, slightly over a month the espresso maker stopped working. The company replaced the machine with a similar machine. Once again, after minor the espresso machine is not working properly. "Whole Latte Love" want to charge for its shipping costs to inspect the machine and refuse to refund my money. In conclusion- two defective machines in less then 4 months

Desired Settlement: Refund

Business Response: Dear *** *****,

We are sorry that you were having problems with the machine that you ordered.  After doing some research I have found that the Gaggia for Illy machine that you ordered was being used in an office environment which is not covered under our warranty. It was told to my CS reps that you and a coworker purchased the machine for your use, but other coworkers are also using it.  I also see that you ordered a large amount of the capsules to use with this machine.  Our goal is to be able to provide you with a machine that is more conducive to your environment and the amount of usage that it will be getting.  I believe you were offered an exchange - the Francis Francis X7.1 machine which you can still use the capsules that you purchased.  I realize this machine is a little more expensive( + $136) but it will be better for the type of use it is getting in your office.  We will also send you an elabel and will pick up the machine you do have now at no charge.  Again, the machine you purchased was not meant to be used in an office .  I think that you will be very happy with the Francis Francis machine and will still be able to use your coffee purchase! Please give my customer service manager ***** a call so he can arrange the exchange and the return.

Best regards,

******


Consumer Response:

Better Business Bureau:

The answer from the company is ludacrise.

I have the machine in my personal office.

It is used by me and a coworker. If I have friends who come over I will offer them a coffee- how does that eliminate a warranty for the second  machine that stoped working after a month or two?

Thus, 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.**** *****

 

Business Response: Dear ****,


Our customer service manager ***** talked to ******** the other owner of the your machine and she has advised that the machine is up and running and you wish to keep using it and the coffee pods that you have purchased.  If we can be of any other assistance please let us know.  

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 coffee machine keeps malfunctioning but I refuse to pay any more money to get the issue resolved.

Regards,

**** *****

 

Business Response: Again, our customer service manager was told by the other owner that the machine was up and running and that you were choosing to keep the machine and will be using the coffee
that you had purchased. We were also told that you were going to purchase another type of machine at a later date.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I reserached espresso machines when I moved to my new home. I had previously had a Brasilia for 20 years, and found Whole Latte Love was a distributer. I called and had a 30 minute call and decided to order the Brasilia mini in stainless for $1,619. I ordered on 8/29/11 and recieved it 2 weeks later. As I was in the middle of home remodeling, I did not open the package or use the machine until Novemember. I only used it 5 times and it broke. I called the company and was told I had to send it back, insured, and prepay for it to be sent back ( a total of $200). I sent it via UPS through the Postal Annex, who packed it. I did not hear anything from the business for 2 weeks and called. I was told the package was damaged and it was my responisbility to arrange it to be inspected. I spent the next few days makig endless calls. I was then told a side panel was damaged and after many more calls it was estimated to be $330.00. I was not told what the orifinal dysfrunction with my machine was. I called every 2 months, and spoke to everyone there, and have documented my calls. I never got an answer when the machine would be fixed. I last heard from them last week. Now the repair for "damage" tripled in price to $960.00, more than 1/2 the price of a new one. The UPS/Postal Annex and Whole Latte Love are all battling this. So, as of now, Whole Latte Love has had my machine for over 3 months, they have never been able to tell me when it will be fixed, what was orifinally wrong with it, offer any help in the hours of calls I have had to find time during my busy practice to make. I requested a resolution by Tuesday April 3rd and did not recieve a reply. This company has terrible work ethics and no pride. I could not run my practice with their total lack of customer concern or followup. It should not take dozens of calls from ME to them to find out the status of my repair, and for a business specializing in high end coffee machines, it should not take over 3 months to have the machine fixed. I subse1u3ntly found many online complaints about this company. At this point I do not wish to do business with them as I can only imagine if I get another machine that breaks shortly after recieving it the nightmare it would be and the cost incured to repair it.

Desired Settlement: I want my payment for the defecitive machine credited back to me including shipping. I do not want to do business with this company anymore. I could charge them my hourly rate for all the time I have spent trying to figure out where my machine is, and what is takng so long.

Business Response: Dear *** *****,

I do apologize that you had problems with your machine and it was covered under warranty repair.  What complicated this order is that the machine which was shipped by your shipper suffered an extreme amount of damage coming to us.  The parts that were damaged were not normal parts that the manufacturer carries in stock and had to be ordered and shipped internationally.

After doing extensive research into your claim this is what was found:

  •  You ordered Brasilia Mini Classic Espresso Machine on 8/29/11, using coupon code paid $1,619.10.  We have a 30 day return policy and you called us 4 months after you received your machine with the request to return it.
  •  1/3/11 You first reported a problem with your machine. Tech support diagnosed problem listed as “pump will not engage.” Warranty repair order set up that same day.
  • You talked to a service rep requesting to return the machine but you were well past the 30 day time period to return the machine and chose to return for repair.
  • A shipping label with instructions was sent to you for your return.  You shipped through a postal annex which ships UPS.
  • 1/19/11  Your machine received at repair center. Email sent to customer confirming receipt.

Upon the inspection of machine the following damages were noted:

“Metal line on top of machine came unwelded on front left corner, Dent on bottom right corner.”

“Further investigation revealed that the dent on the right side is significant and created both front sides of the machine to be pushed in where the machine meets drip tray support.”

The shipper is responsible for making sure the machine is insured for the full value of the machine, that it is packaged correctly and if damage occurs filing a claim with the shipping company which was UPS.

You were sent an email that the machine was received damaged and outlining the steps in filing a damage claim with the carrier that you shipped through.

*At this point you are responsible for filing a claim with the shipper and it is our of our hands completely.   

1/23/11 UPS came to our facility to inspect take pictures and file a claim.  *You noted that the shipping company paid you a portion of the claim for the damaged machine.  UPS did not pay anything on the claim.

1/27/11 You called in to have damage estimate produced to have the machine fixed.

2/1/11 An inspection for estimate was sent to you in an email informing of parts and costs to fix machine damaged in shipping.  We cannot cover the cost of a machine that was damaged by UPS. My suggestion is that you address this with your shipping postal annex and with UPS themselves at this point.

*We are still waiting for the parts to be able to repair the machine if you still wish to have it repaired. (Again parts like the housing are not parts that this manufacturer normally carries in house and we have been working with them extensively to try to expedite the entire process.

Sincerely,

******

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 original cost for repair, told to Postal Annex was $300.00. It has tripled since then. It was professionally packed. I did not EVER claim I was paid. It has now been coming over 4 months since you have had the machine. The cost for repairs is almost as much as the orginal machine. I still do not have an eta. I recieved the machine in the middle of a move, and therefore did not have it out and used until 3 months, but it broke after 5 usees. Your company has been extremely rude, slow and unresponsive. I have made 99% of the calls.When calling the Posta Annex owner, she is in tears dealing with you. You still have not told me when the machine will be fixed. You did not mention I had to prepay for the return shipping label. If I get another malfunctioining machine and it happens to malfunction in 40 days do you honestly think I want to or have the time to deal with you again?

I want to know when this machine will be fixed. You have known the damage since you got it 4 months ago. Why just in the last 2 weeks did the cost triple, and suddenly it needed not just one side frame repair but 2. And the cost triple. Why are you an official Brasilia supplier when you cannot prompty repair said machines.

I perfer my money back and to buy a machine locally, which I would now tell any of my professional friends to do.

I have never filed a BBB complaint before. This has taken 4 months and hours of time I do not have. I can send you a bill of the time it has taken me.

Every time I call I get put on hold for up to 20 minutes, get a different person, and no direct answers. Reveiw of your blogs are discouraging similiar.

I want this resolved. If you insit on me having this machine I demand my shipping costs, both of them refunded and 10 pounds of coffee. I am not paying for any repair out of pocket.

And I am going online to register my experience with your company with all the others.

Business Response:

Hi ********,

Following up on ****** *****.  *** ***** called again yesterday screaming at my Customer Service representative about her machine.  At this point her machine when shipped to us was so damaged by UPS we have instructed her to deal with her Postal Annex and UPS.  We have contacted our UPS rep on her behalf several times and have asked that the claim be put through again and again.  She was the shipper and at this point we do not have any rights or business when dealing with the shipper at this point but are trying to help her out.  She threatened to have the machine fixed and then return to us again with the guise that it needed to be repaired and that there "would be something wrong with the machine"  We have tried to work with the manufacturer also on getting the parts needed to repair the machine but these we are told are on a boat being sent internationally as they don't carry the parts needed to make her machine whole again.  Really when all said and done UPS should be refunding her for the machine, but then again since we were not the shipper I have no idea 1. if she insured the machine at all 2. what she insured the machine for 3. if the postal annex she used packed the machine properly?  I agree its a mess and we have done everything we can to help her rectify the situation.  My reps have been extremely patient, kind and helpful while she is screaming on the phone - I sat next to one of them yesterday to witness it.
 
****** *******
V.P. Salzman Group,Inc.

Business Response: I am sorry you feel this way.  Again the machine was damaged in shipping to us - you being the shipper.  Again you have to take this claim up with the shipping annex and UPS. I only have one statement of repairs that was emailed to you.   I do feel that UPS should pay you for the damage that they caused during the shipping process to us.  We cannot refund any damages to you - again as we were not the shipper.  This is between UPS and you.  Please contact your local UPS representative. They may be able to help you with your claim. I do truly wish we could be of more help. 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

5/4/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This Gaggia Academia Espresso machine I purchased from Whole Latte Love is defective. When I spoke to customer service as per their website, I have to pay a 15% restock fee and send it back within 5 days after getting an RMA number OR talk to tech support who after finding this machine defective can waive the restock and shipping back fee. We came home from work 3 hours early Monday the 27th of March to go through troubleshooting and was told that tech support was closed. This was at 5:15 pm EST and they are supposed to be open until 8 pm per their website. Sales steered me to this machine knowing I wanted a machine that automatically frothed the milk into a cup and gave latte with hot milk. Later in this complaint, you will see that customer service admits that you do not get hot milk out of the frothing container as stated from sales. The website states that tech support is open M-Thursday until 8 pm. We were told to call back another day with zero regard for our problem with the machine and our work schedule. He said to call back tomorrow. Well, we can't be home when they going to be there tomorrow and came home early today to speak to someone about the issues after being told someone would be there to speak to us. Then after speaking to a supervisor, they said we have to warm the milk up before we can use the milk container on the unit. The book from Gaggia and the sales rep I spoke to knew I wanted a machine that I could just plug in the milk container and make a ppucchino or Latte with just pulling the milk out of the refrigerator as per the Gaggia manual. Now I am being told by this supervisor that to get a latte or a cappuccino from this machine, I have to microwave the milk and then try to froth the milk or make a latte. Not what the Gaggia manual says for a machine that costs $2500. This machine is supposed to froth for a cappuccino or make a latte from cold milk from the milk container. This is supposed to be a super automatic espresso machine. The machine left the espresso cup luke warm because of the temperature of the milk that came out of the milk frothing unit was barely warm. It ruined the cup of espresso that came hot out of the espresso unit because of the temperature of the milk. After warming up the milk as the supervisor told my husband to, it is just WARM. It is supposed to be hot milk. The unit is still defective. Rep stated he needed to speak to a a different supervisor to do anything and will let us know the status of the refund. Date ordered was March 19, 2012 and date delivered was March 22, 2012. Problems with machine started the day we got it and I called on Friday March 23 to get a RMA number after telling the cust serv rep it was defective. ****** called my husband back and is arranging for a return label. They plan to test the machine and if they find it defective testing it, they will refund the cost of the machine. We asked if they are going to test it as the Gaggia manual suggests using cold milk to froth and they would not agree to that. If they heat the milk and it froths, they may say the machine is not defective while Gaggia specifically says in their manual that the milk should be cold to be frothed. I verified this information with Gaggia. 4/13/12- We were told by ***** from customer service that we would get a full refund for the unit, no restock fee and we asked for an email confirmation which he said he would do. The unit is deemed defective as far as they are concerned. 4/18/12- I called Whole Latte Love again spoke to *****, about an email validating the refund and got a totally different story. Now they say the unit isn’t defective and most people don’t like this machine because it doesn’t warm up the milk enough. The customer service representative admits this is one of the problems of this machine is that people don’t like. milk that does not heat up from the frothing container. The machine did not froth after several attempts at following the manual from Gaggia and the directions from Gaggia say to use cold milk for frothing. ***** states that the only way they to avoid a restock fee now is to go through all this aggravation again with this company. Now I am being told the unit is not defective and they are not refunding $359.88 of the purchase price for their restock fee on a unit that never worked. They have lied to us from the beginning with incorrect information on using the machine and telling us we had a full refund coming and then retracting that information. This is outright fraud after being told this unit is defective and a full refund was coming. Why would I exchange for a different unit with them and avoid the restock fee when every one I and my husband has spoken to has given us a different story and outright lied to us about the outcome.

Desired Settlement: I want a full refund of $2399.20 which is what I paid for this defective machine.

Business Response: Dear *** *****,

After doing some research on your complaint I also found once tested - there was nothing wrong with your machine.  Each espresso machine including the super automatics with self frothers have a varying degree of temperature range for frothed milk and also the temperature of the coffee that is dispensed.  What we have found is that each customer has their own unique preference to that temperature.  I due however understand that this machine did not fit your particular preference.  I would love to be able to fit you with a machine that will produce the froth and coffee that you prefer. There are two options that you have we can return this machine to stock with the restocking fee or I can waive the restocking fee and will give you the name of one of my salesman that will walk you through the process of fitting you to another espresso machine.  Please call our office press the sales que and ask for *****, he will be expecting your call and knows why you were unhappy with the machine you initially purchased.  I have included what our Buyers Remorse policy is and how it works for your reference.  You can also find this on our website under policies.  I do hope you decide to get the espresso or coffee machine that will be a great fit.

Best Regards,

******

Return Policies

Because your satisfaction is of the utmost importance, we will gladly accept the return of New/Unused espresso machines, coffee makers and coffee grinders up to thirty (30) days and refurbished products up to fifteen (15) days from the shipment date. This policy does not apply to commercial products, accessories, parts, grocery products or other non-returnable items.

The goal of our sales staff is to make sure the machines our customers purchase are a proper fit. If you have any questions after a purchase, please do not hesitate to call us so we can provide any instructions necessary for your complete enjoyment of your new purchase.

If you want to return your order please call our customer support line at **************. If your item is eligible for return we will issue an RMA number (Return Merchandise Authorization). WE DO NOT ACCEPT UNAUTHORIZED RETURNS.

When returning a product to our facilities, the RMA number must be clearly written on the outer box. An insured carrier should ship the merchandise with a tracking number. Your machine should be insured for the entire cost of the machine. Return shipping charges are the responsibility of the customer. Whole Latte Love does not assume any responsibility for lost or damaged packages.

The Following Guidelines Apply to all Refunds:

  • Any unopened item espresso machine, grinder or coffee maker in original condition that is returned is subject to a 15% restocking fee (includes shipping and handling).
  • Any item that is not in its original condition, shows surface marring, is missing the manufacturer’s box or original inserts, is dirty or is missing parts for reasons not due to our error: up to 50% of item's price
  • Products must have any standard certification labels (UPC code, etc.) intact to be accepted as a return.
  • All items must be undamaged. Damaged items will not be accepted for a return. Please see http://www.wholelattelove.com/policy_shipping.cfm for more information on damages.
  • RMA numbers, provided by our Customer Service Representatives for the return, are valid for 10 days only.
  • All gift-with-purchase items must be returned; otherwise, the full retail price will be deducted from your refund.
  • Grocery products, such as coffee, tea, drinks/syrups and other consumable items cannot be returned. Refunds will not be granted for these products.
  • Credits can only be issued to the card used for the original purchase.
  • Commercial products may not be returned.
  • Defective items will be replaced with the same model.  All replacements will ship UPS Ground irrespective of original shipping method.

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 spoke extensively with sales to suggest a machine that would provide "hot" milk for making coffee drinks and was pushed toward this machine and told it would give me what I wanted.  After several different answers from this companies representatives, some telling me to disregard the Gaggia manuals instructions it is obvious that there is no consistency in sales or customer service.  The consistency stopped as soon as they got paid for the machine. 

Customer service, ***** admitted that this machine is not liked by many because it does not heat the milk sufficiently, yet sales said otherwise.  We were told by customer on April 13th that the machine was being refunded in it's entirety and then told a different story by ***** when I spoke to him.  It appears that Whole Latte Love is successful in making money on restock fees as the internet is riddled with the same story as mine. 

The temperature of the milk in this machine made a luke warm coffee drink not worthy of the all the aggravation and lying from this company.  Seeing how customer service also lied to us, exchanging for another machine would be injury to the insult we have experienced already.   Sales telling someone that a machine is going to do something and then not performing is fraud.  Also, seeing as they have the machine, there is no proof that I can provide that this machine did not heat the milk or froth as advertised.  I have also made a complaint to the NY Attorney General's office.  This is not buyers remorse.  It is fraud in advertising and their sales/customer service department.  Why would anyone want to do business with this company if the information from their own people that they employ keeps changing when a consumer tries to do business with them?

Regards,

*** *****

 

Business Response: Dear *** *****,


Again I am sorry the machine that you purchased was not satisfactory to your preference of heating the milk.  Again, there are some people who prefer to have milk that is very hot when frothed and most superauto's will deliver that through the steaming wand and not the self frother.  All of my sales representatives know these machines in and out and would never tell you otherwise. We did bring your machine back for free to diagnose it and did find that it was in perfect working condition.  When purchasing a machine from us you agree to the purchasing conditions which I listed in the previous response.  I feel by offering you a different machine that would suite your needs and not charging you the restocking or the shipping fee we are trying our best to work with you.  Please call our sales department and talk to ***** he would be more than happy to assist you will choosing another machine that will heat the milk to your preference.  

Sincerely,

****** 

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable offer to resolve the complaint. However the consumer did not accept the offer.

5/4/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased a Jura automatic expresso machine from them and It never worked as promised.we have sent it back for service twice. It still will not make water hot enough to produce steam or anything but lukewarm bitter coffee

Desired Settlement: we just want to return machine.

Business Response: Dear *** ******


All warranty and repair issues are handled directly by Jura.   They do the diagnostics and decision making on returns after you have reached the 30 day return limit. Unfortunately, this issue again must now be taken up with Jura.  If you have any problems contacting their customer service department or technicians please let us know as we would be happy to help you out.  On another note, espresso machines are not like normal coffee machines the temperature of coffee dispensed is cooler than a normal drip coffee machine.  We have an enormous amount of specifications on our site including the temperature of the coffee once it is dispensed into a warmed cup.  This can vary with manufacturer also.  Once you have resolved the issue with Jura our sales department would be happy to go through the process of choosing a machine that will be more suited to your taste and needs.

Best regards.
****** 

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

4/16/2012 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am very unhappy about the very poor service. - I have purchased a Gaggia Classic from Whole Latte Love before Christmas. - it has been delivered slow, but before Christmas - soon after starting to use the machine, I started to have problems - leaking from the brew group - the troubleshooting has been very difficult due to Whole Latte Love pushing back in any possible way and, by the way, forget about email, they will never respond to email. Call them, be on hold for some time. After trying 3-4 recommended troubleshooting steps that failed, they accepted to replace the machine (they even implied that the leak is normal). This was still within the first 30 days. - it took them about 14 days from the time of return shipment of the espresso machine to accept they got the return. Of course, I had to call them for this, call when they said the replacement will be shipped next day. - that was about two/three weeks ago - another call and they said they will ship it next day, which they did. - however, I am without a machine for about 40 days now and they did not ship overnight, even if asked for. I stopped using the machine beginning of January, about two months and half ago. - also, I was charged again for the new machine. - the credit for the old one that was (maybe?) processed a week ago did not clear my bank, it may take another 40 days

Desired Settlement: I have not idea what to ask, but, really this is all they could do, no overnight shipping, charge me for the replacement machine?

Business Response: Good morning,

After researching your complaint my findings have indicated that you had excellent care by our service technician that deemed your machine defective and had a good return around time when the defective machine was returned to our service center.  When machines are deemed DOA we still have to charge you for the new machine and have to inspect the machine determined defective at our location.  There are a number of things that can happen on the way back, one for example "machines can be damaged in transit on the way back" to our location.  I do see that an elabel was issued at no cost to you on 2/2/2012 and the machine was not shipped back to us until 2/21/12, received into our warehouse on 2/28/12 and received into our tech department 3/5/12. I do apologize for any inconvenience that this caused you and hope you are up and running with your new Classic.   Gaggia machines are very reliable and this is not a typical thing that happens with them.  I do see that your new machine was shipped out to you and your credit was issued on 3/20/2012.  If you have any further questions about your new machine please see the following articles or videos and as always we are here to support you and your purchase.

Sincerely,
Customer Support

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 answer is not accurate:


- I was not able to ship earlier the machine being out of town.

- the machine was received by Whole Latte Love end of February, 02/28 and after I called early March, they said the replacement will ship next day. Shipment was made only after the second call, 03/20, three weeks almost after the machine was received by them, and only after I insisted to have the machine shipped next day. Of course, overnight shipment request was not accepted. 

- as of today, 03/29, I still do not see the credit for the initial machine, but obviously I was charged for the replacement. 9 days for a credit to show on a credit card purchase? Why it did not take 9 days to see the credit card being charged for the new machine

- " as always we are here to support you and your purchase." really makes me wonder is this reply real? Support is horrible, it takes many on hold calls to have anybody answer, every support call gives you conflicting information, and by the way, if you are on the West Coast, well, there is no support after 2:00 PM local time. However, if you call to buy something, great, no hold, or maybe one min.

- Did I miss in their reply the " I am sorry for not shipping as we promised and not refunding the returned machine cost"?

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


Regards,

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

Message from the BBB:

Spoke with the consumer today and he stated that the credit has not yet shown up (approx $349 or $359). He has not received excellent care. He doesn't understand why this was not an even exchange if he is being charged for the replacement product but then is receiving credit for the exact same amount.

 

Business Response: Dear *** *********,


I am doing some more research into your credit.  At this point in time we have a transaction # from our credit card transaction company that says your credit was put through on 3/20/2012.  I do apologize for any type of problem that you had with your initial Gaggia machine and I really do feel your frustration with this credit issue. At this point in time I would like to offer you a bag of coffee of your choice to use with your new machine our compliments. My new CS manager will be contacting you on Monday, first to confirm the transaction that seems to be credited on our end but not on yours and to take your coffee order.  His name is ***** and he will be more than happy to help you.  Have a great weekend.

****** 

Consumer Response: Hi,

I have received the credit and I talked with ***** Friday.
I hope the business will change fundamentally their customer service.
The experience with Whole Latte Love has been very poor and lack of customer service basic skills and processes have frustrated me.

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

BBB's Final Determination: Consumer accepted resolution offered by the business.

3/24/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our Saeco Syntia Focus continues to make problems every.single.morning. Either it doesn't take the beans to be ground or it dumps the ground powder all over the brew mechanism ... After months of trying to find coffee beans that work in this machine & that we like the taste of the coffee, we find the Saeco Syntia Focus to be frustrating to operate and an inferior product compared to the Saeco Italia. Whole Latte Love does not stand behind the products they sell - It is a joke to offer only 30 days returns (and that with restocking fees) for products priced around a thousand dollars - Customer Support recommends "jiggling a little" the plastic cover on the thousand dollars Synthia (to loosen it!) - Even if/when you obtain approval for a repair it takes +1 1/2 month and the costumer pays for shipping!?

Desired Settlement: Send us an Incato Deluxe (I see it on your page for $779-799)!? We'll ship you the Synthia back (if you send us a prepaid posting label) and with the price difference it's a wash (the Synthia was $999.10)-

Business Response: We always stand behind every machine we sell. 


We do have some manufacturers that want all product related issues to come directly to them and they carry the warranty.  Saeco is one of these retailers. Therefore we are not allowed to do any warranty support with the customer.  

With this machine the customer was having a very hard time getting the manufacturer to call them back so we got involved.  After numerous calls with no response from the manufacturer we decide to let the customer exchange their product for a Delonghi ECAM232103 Magnifica F.  The customer was told however that Delonghi also does all the warranty and customer support for their products so if there is an issue they will have to contact Delonghi. We will however step in to help with communication if needed.

Again we are very sorry you were not happy with your machine and are sorry that the response from the manufacturer was not up to par.  

Here's to making great espresso with your new Delonghi machine!

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

3/13/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new Gag*** ***** espresso machine as a gift for $***.55 online from http://www.*********com.
After several weeks of light usage, the machine broke down. I immediately contacted ***** ***** ****** customer service and was advised to send the machine back for repairs. I paid $** in shipping expenses to send it to Rochester NY, and also was charged for getting the machine sent back to me after the repair.
After 4 weeks I finally got my machine back. .The machine successfully made only one cup of espresso before breaking again, with the similar issue as the first time. After closely examination the machine, it was evident that no parts were replaced and no repairs were made, as the company claimed they had done. The same mechanism that I assumed was causing the initial problem was the exact same one in the same condition after the so called "repairs" were made. The company obviously did not fix the machine, even after I waited for 4 weeks and paid full shipping fees.
At this point I lost all trust in ***** ***** ****** business and their ability to repair the coffee machine. I wanted to return machine and get my money back. I spoke with a customer service representative and expressed by deep dissatisfaction with their service and demanded the full refund.  The representative was unwilling to meet my demands, and I asked to talk to the manager, **** ** I left message for her and later followed up with email. I have called several more times after this, with same result and never got any response from manager.
A week later I have received a return label to send the machine back.
Another week passed by, and I got an email from the company that they want to performing yet another repair on the machine, which I could only interpret as an insult.
I want to mention that Wholelatelove has not even the slightest idea about customer service satisfaction. Their conduct is highly unprofessional and not business like. The arrogance of their customer service representatives and ignorance on the managers part is beyond any limits.
I would really appreciate your attention to this matter.

Desired Settlement: Full refund or the cost of merchandise $***.55 plus shipping expenses $**

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

After reviewing our Customer Service and Technical notes this is what I have surmised.

You started having problems with your machine approximately 5 months after your purchase and your machine was still under  warranty repair .

 It was shipped back to us and on January 23 a repair technician examined the machine.

The technician replaced the  coffee chute and repaired terminals. 

You sent the machine back in to us stating that the machine was not repaired and the flashing lights were still happening.  Your machine was given the highest priority and  thoroughly tested again at our facility and we could not reproduce the problem that you were having with the machine.  Several messages were left with you one asking you to please call one of our technicians so they could personally talk to you about the problem because as of now the machine you sent back for repair is in perfect working condition.  Please call our technical support team as soon as possible to discuss in detail what problem you were having.  We hope to have your machine back to you as soon as possible making more delicious coffee.

Sincerely,


BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

2/28/2012 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I placed an order with them on Feb 1, 2012 using a Master Card. One of the items I ordered was on back order. They said they going to notify me when the backed order item came in, however they went ahead and charged me on a Visa Card that I had used a while ago to place an order. I did not want that card used, I assumed that they would use the Master Card that I used on Feb 1, 2012 to place the order. Once I found out I e-mailed them on Feb 14,2012 stating what had happened. They e-mailed me back the next day telling me they were sorry and that they would have this taken care of within 48 hours, which they did not. The money has not been returned to me and I have not gotten the back order and I have not heard from them since the e-mail of Feb 15. I have called my credit card three times over this matter and each time I do it cost me a$ 1.50. I think they should pay me as well for the phone calls. I have filed a dispute report with my credit card company. I e-mailed them again and told them I filed the dispute report and that I would be in contact with you as well. I think that they did is not legal .

Desired Settlement: I want my money back and they should also pay for my calls to the credit card company

Business Response:

We apologize that the item that you ordered was backordered.  .  We do use the original credit card that you put into our system when ordering online.  It does take 5-7 business days for our system to issue a credit when a mistake has been made or a backorder is registered or when a customer requests that the order be cancelled.  Your credit card has been credited the entire amount of the backordered product of $20.99 on February 23, 2012.  Please allow up to 5 business days for your credit card company to show this credit has been issued.  Some companies show the credit immediately, however. Thank you so much for being one of our valued customers.

Consumer Response:

Better Business Bureau:

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

 


BBB's Final Determination: Consumer accepted resolution offered by the business.

1/24/2012 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I ordered from this company in December 2011. I was never notified of a back order. I sent them an email to cancel the order. I got a phone call from someone who didn't identify himself and said I could get a refund. I said I wanted my pay pal refunded since that was how I paid. This has been several weeks. No refund. I have sent numerous emails and haven't heard anything. When I call their customer service number I get a scam that wants you to get free directory assistance and has nothing to do with whole latte love.

Desired Settlement: I want them to refund my pay pal account the full amount.

Business Response: Dear *****


I apologize for any delay in getting your credit card charged back but it was credited yesterday.  It can take up to 3-5 business days to show up on your statement through Paypal.  If you did call on Monday we were having issues with our phone system that have been resolved.  You should have received an email that stated that the item was back ordered at times this can end up in your spam folder.  We do answer all of our emails within 48 hours of receiving them.  Again I apologize that the product was not available when you ordered.

****** 

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. 

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

 

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/19/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: On July 13, 2010 I purchased Gaggia Classic coffee machine with two year warranty. One year manufacturer's warranty and 1 extended year by Aabree Coffee (who is daughter company of Whole Latter Love). Three days ago, my espresso machine broke and to my surprise, Aabree refused to deal with this stating that my machine is not under warranty since it is in Canada and not in States. My question to them why they sold me the machine with the warranty knowing that it voids as soon as it leaves the country was still unasnwered. Instead, Aabree now sends me the policy from their website that they failed to mention when selling the product. In fact, I did not buy this in USA and took it to Canada (then I would understand voiding the warranty), but this was sold and shipped to me by Aabree Coffee. My sales order clearly lists the warranty that came with the unit (see below). Order # ****** Item Number Description Qty Ord. Qty Shp. Qty Bck. Expected By GACLA SS BRU Gaggia Classic - BRUSHED SS Espresso Machine #14101 1.00 0.00 0.00 WARRANTY 1 YEAR Extended Warranty 1 Year 1.00 1.00 0.00

Desired Settlement: I would like to request that Aabree sends me the required parts and honor the warranty. Thank you.

Business Response: Unfortunately all manufacturer warranties become void once they leave the U.S, therefore we have to abide by their policies.  This is stated clearly on our policy page.  You can find this information at: 

International Orders:
  • All packages shipped outside of the US are considered international.
  • All warranties are void on products shipped to or transported outside of the US.
  • All shipping, customs fees, brokerage fees and any other delivery fees associated with delivery of the package are the responsibility of the customer.
  • Aabree Coffee reserves the right to choose the appropriate shipping method and carrier.
  • Once the package has left our facility, Aabree Coffee is not responsible for delivery. The carrier is responsible for delivery.
  • We do not guarantee transit times. "In Transit" times are determined by the carrier and are only estimates.
  • All shipping costs must be verified by the customer before orders can be shipped. Shipping cost verification does not include customs fees, brokerage charges or any other associated fees.
  • The customer is responsible for any return shipping costs, including costs involved with defective merchandise.
Gaggia products are available for purchase in Canada - you can check with your local retailer to see if they can purchase parts for you in Canada.

Consumer Response: I have reviewed the response made by the business, and have determined that this does not resolve my complaint. 
As previously stated in my complain, the espresso machine was sold to me to Canada. Their sales people **** and ***** both knew I was in Canada and both of them several times confirmed to me that this machine has 1 year manufacturers warranty and 1 year additional extended warranty by Aabree. After that phone discussion, I received my email order (that was already provided to BBB) that clearly states the item line - WARRANTY.
If Aabree changed the policy after I bought the item, I believe they should honor the warranty. In any case, Aabree sold the unit explicitly with warranty and that must be honored.
The entire process seems like a scam to me now. I purchased a product, everyone was so friendly at Aabree, as soon as I came for warranty issues, they turned their backs at me.
This is a matter of principal. I am a member of BBB myself and I believe Aabree's actions are not within BBB etiquette.
I still request that Aabree honors the warranty for this machine.
Thank you and Happy New Year!
Regards,
***** ***********

Business Response: As in my previous response, our policies are stated very clear on our policy page. Our policy has never changed.  Both my sales and customer service representatives are well versed on our policies and would never tell you that a warranty is covered on any international shipment as our manufacturers themselves do not carry the warranty outside of the U.S. and we are bound by their policies. Again I am very sorry you are having trouble with your machine and suggest that you contact Gaggia in Canada to see if they can help you with your repair.

Consumer Response:

As I already provided BBB with the copy of the email order from Aabree Coffee, they sold me the warranty for the espresso machine knowing that it was being shipped (by them by the way) to Canada.
I asked their sales people in regards to extended warranty and they both said that I get 2 years warranty.I do not require any refund. I would like Aabree to honor the promised warranty, especially when I have it in writing in their purchase order and final invoice.
I had to go ahead and purchase the required parts elsewhere and it cost me $60 so far. I would like Aabree to cover this expense due to their fault.
Thank you.

 

 

 

BBB's Final Determination: After reviewing the information provided by all parties, BBB determined that the business handled the matter appropriately, and no further action was needed.

1/12/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a refurbished espresso machine from this company. The machine that I received had significant scratches on its housing, and was visually unacceptable to me. I had purchased the item as a Christmas gift and because of the timing, ultimately had to purchase a different machine at a local store to replace this one. The company's website states under an article called "Whole Latte Love Refurbs" that "As part of our initial check-in, our technicians also look at the exterior housing of each machine for significant blemishes, scratches or dents, and if the machine does not pass our visual inspection, the housing will be replaced." I called and stated that I would like to return the item for a refund, and was told that I need to send in photos of the scratches, which I did. I was then informed that the scratches were not significant enough, and that I would not only have to pay to ship back the 26-pound box, but that I would also have to pay a 15% restocking fee out of my refund. This information was repeated by a supervisor.

Desired Settlement: I would like a full refund, including the return shipping cost.

Business Response: Our refurbished products are inspected thoroughly at our location. Our CS manager looked at the pictures that you provided and there was one small scratch at the back of the cup warmer which did pass our inspection. Please note when buying a refurbished product there may be slight blemishes as they are used machines that well are refurbished. Of course, if you are not happy with your purchase you are more than happy to return it under our buyers remorse policy which is listed on our policies page.

The Following Guidelines Apply to all Refunds:
Any unopened item espresso machine, grinder or coffee maker in original condition that is returned is subject to a 15% restocking fee (includes shipping and handling).
Any item that is not in its original condition, shows surface marring, is missing the manufacturer’s box or original inserts, is dirty or is missing parts for reasons not due to our error: up to 50% of item's price
Products must have any standard certification labels (UPC code, etc.) intact to be accepted as a return.
All items must be undamaged. Damaged items will not be accepted for a return.
RMA numbers, provided by our Customer Service Representatives for the return, are valid for 10 days only.
All gift-with-purchase items must be returned; otherwise, the full retail price will be deducted from your refund.
Grocery products, such as coffee, tea, drinks/syrups and other consumable items cannot be returned. Refunds will not be granted for these products.
Credits can only be issued to the card used for the original purchase.
Commercial products may not be returned.
Defective items will be replaced with the same model.

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

1/6/2012 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Several weeks ago, I purchased a Gaggia Illy. The initial order was processed immediately and arrived earlier than expected, which was great! This was a gift for a relative who came into town for a brief trip ahead of the holidays. However, when it arrived, the espresso machine had a broken *Word Rejected*on the top. I immediately called and spoke to someone who said that they would replace it and send me instructions on how to return it. True to his word, the next day I had an email that said all I had to do was put the broken machine back in its box and that UPS would come to pick it up. I had assumed that the replacement would be on its way, but I assumed wrong. After not hearing anything from Whole Latte Love, I called last week and spoke to several people asking the status. I was surprised to learn that the replacement hadn't been shipped yet. The woman I spoke to on Friday told me that it would "probably" ship out last Friday and that she would call me, one way or the other to confirm. I never received a phone call. So I called on Saturday and spoke to another gentlemen who said it had not yet been shipped. Again, I was surprised and nervous because my relative to whom I was giving the espresso machine was leaving this past Wednesday (yesterday). He told me that he would upgrade the status level to ensure it shipped because chances are, it now would not arrive until Wednesday. I told him that was fine because as long as I got it sometime on Wednesday, I'd be in good shape. Today is Thursday and while UPS's website showed that it would be delivered yesterday, it was never delivered and now the site shows as delivery today. My relative went home this morning and I was not able to give her the gift. This was both embarrassing and infuriating. I did my diligence in calling right away when the first machine came broken. However, it took almost two weeks for Whole Latte Love to send a replacement. While I recognize that UPS holds some responsibility here, ultimately, I would not be in this position if your company would have immediately replaced the machine, or offered to overnight it. Additionally, I received little to know feedback from employees who said they would update the status.

Desired Settlement: Consumers should be aware that unlike many other vendors, Whole Latte Love takes several weeks to turn around a return, even when you have already shipped back a defective product. They need to rethink this policy and consumers need to be aware.

Business Response: Hi *******,

I wanted to make sure I did some research on the problem that you had and I did see that you received a damaged machine and that we sent a new one out as soon as we received the other one at our warehouse.  Due to this being a sale through Groupon we had to wait until your returned machine was checked in at our location and did make it a priority ship out the day that we got it in.  (This includes the inspection process that we have to go through).  We do not expedite shipping on any machines however but according to your UPS tracking number it should have been received by you on that Wednesday.  I am not sure why UPS delayed the shipment a day but I truly apologize for any inconvenience that this caused you.  I would like to offer sending your gift recipient some free illy Iper Espresso Capsules both regular and decaf for the trouble that was caused.  Please contact ************************ with the address that you would like these to go to.  I have authorized this transaction and she knows about it.  Hopefully you had a wonderful holiday and again I do apologize for trouble that you incurred.
Sincerely,
******

Consumer Response:

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

 

 

BBB's Final Determination: Consumer accepted resolution offered by the business.

1/5/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a gift yesterday that was purchased from this company. It was an expresso machine that i did not like. I put it immediately back in the box and called Aabree for return information. ***** told me he would email me a rma . He did. I read the The rma which stated there would be a 15-50% restocking fee. (He could have mentioned this on the phone) I called ***** back to ask him exactly what the restocking fee would be and assured him that the machine had not been used or out of the box for more than 5 minutes and all the parts will be included and he refused to disclose this info and hung up on me when I started to get angry. Why shouldn't I get angry? The return information also states that the company will take up to 30 days after receipt of the item for verifying it so a credit will take a very long time. I don't want to be surprised two or three months later to find out only a 50% refund will be given and I don't think it should take that long. I asked about an exchange, I would have paid some more money to get an expresso machine I really liked but basically they say i have to prepay for the new item. This practice should not be called "exchange"

Desired Settlement: I will have to pay 40.00 to ship this machine back. I expect a full refund immediately. Not an undisclosed amount in an undisclosed amount of time.

Business Response:

Dear *****,
I understand your frustration and hope we can come up with a solution so you will be making fantastic coffee drinks soon.  I am willing to waive the 15% restocking fee when we receive your return and you exchange it for an equal or greater valued machine, and if the machine is returned to us in NEW condition. We do have to complete these transactions as separate however.  For these simple reasons, the machine that you are returning will have to be credited back to the original credit card that it was purchased on and it must also be inspected at our facility before a credit can be given.  This is all stated clearly on our return policy page at: http://www.wholelattelove.com/policy_returns.cfm.
If
you decide to return the machine to us please retain your tracking number and make sure the machine is sent out insured at its full value.

Consumer Response:

Their idea of an exchange is for me to pay another $400.00 - $500.00 for a new product while waiting for an eventual  credit that will reflect an undetermined restocking fee (that was never disclosed at point of purchase) .  As you can see, the company wants to charge a minimum restocking fee of 15% ONLY if i agree to be charged again  for another product.  (This is not my idea of an exchange, so this option is out of the question).  They probably should not be using the words "exchange".  If I do not pay up front for another product, this company will charge up to a 50% restocking fee (meaning they will only credit back 50%).  (Their paperwork says they will  hold the returned item for 30 days BEFORE even looking at it)!   So Basically I think they plan to refund only 50% a few months from now. I regret this purchase and want protection against this.   I have already sent the unused item back  and I wish not to do further business with this company.  I just want a complete refund.   Thank you for your help
Regards,
***** ********

 

 

 

Business Response: *****,

Once the machine is inspected at our location you will be receiving a refund for the full amount minus the restocking fee.  This again is clearly indicated in our policy and is determined by the condition of the machine and if it is in new condition. This is a standard fee with every internet business that sells electronic equipment including ******.  Again this is stated very clearly on our policies page.
The Following Guidelines Apply to all Refunds:
Any unopened item espresso machine, grinder or coffee maker in original condition that is returned is subject to a 15% restocking fee (includes shipping and handling).
Any item that is not in its original condition, shows surface marring, is missing the manufacturer’s box or original inserts, is dirty or is missing parts for reasons not due to our error: up to 50% of item's price
Products must have any standard certification labels (UPC code, etc.) intact to be accepted as a return.
All items must be undamaged. Damaged items will not be accepted for a return.
RMA numbers, provided by our Customer Service Representatives for the return, are valid for 10 days only.
All gift-with-purchase items must be returned; otherwise, the full retail price will be deducted from your refund.
Grocery products, such as coffee, tea, drinks/syrups and other consumable items cannot be returned. Refunds will not be granted for these products.
Credits can only be issued to the card used for the original purchase.
Commercial products may not be returned.
Defective items will be replaced with the same model.

BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.

12/14/2011 Billing/Collection Issues
10/8/2011 Problems with Product/Service
9/28/2011 Delivery Issues
9/23/2011 Problems with Product/Service
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