Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a TK-01 machine directly from Terra Kaffe as a Christmas gift in December of 2024. In May of this year the machines milk frothing stopped working. We emailed back and forth with the customer service line following extensive steps to try to fix this with no avail. We sent the machine back, and after a week we received a machine that no longer worked at all and was significantly more broken. Going on 8 weeks without a machine we are getting offered the option of a refurbished machine which is extremely frustrating. We have requested a refund as at this point we have been without our machine for almost 2 months, and throughout that have dedicated a significant amount of time to "troubleshooting" and then had to send the machine in, only to get a machine back in worse shape. Initially they told us that the machine was broken because we had turned a the frothing to be all milk no foam (which they told us to do for troubleshooting) and are now changing their tune saying the reason was because of scaling build up, neither of which explains why we received a broken machine back. I think they knew the machine was not going to work and are now covering for why we can't get a refund, the machine breaking after 4 months of light use should not be an expected result as it seems to be.

  Business Response

  Date: 07/25/2025

  As this customer is aware, our refund period covers the first thirty days, but this machine is eight months into ownership. This customer was also offered a brand new machine, not a refurbished unit.

• Initial Complaint

  Date:07/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Original purchase date of their TK-01 Automatic Espresso Machine was on 9/15/2023.On 9/29/24, I reported the start of a crack on the top of the machine. Terra Kaffe attributed the problem to heat buildup under the warming plate and recommended keeping the machine in a ventilated area and not leaving it on for extended periodsguidance not included in the manual. I clarified that the machine was not left on continuously and was kept in a ventilated space.Although the machine was out of warranty, Terra Kaffe offered a free repair, including shipping, packaging, and descaling. I instead proposed returning the TK-01 for full credit toward the purchase of a TK-02, citing the presence of a faulty part in a machine that cost over $800 and expressing willingness to pay the price difference.Terra Kaffe declined the return based on their 30-day/150-brew trial policy. They offered the option to repair the original unit or upgrade to the TK-02 without any credit for the returned machinerequiring me to pay $1,095 for the new unit while retaining the faulty original.Since the exchange, the machine crack has worsened, and the warming plate develops hot spots exceeding 130F even after being on for only a short time.

  Business Response

  Date: 07/21/2025

  We appreciate this response! Regarding the upgrade to the TK-02, we actually offered the customer more in credit than her original machine was worth - the TK-02 retails for $1,995, and we offered the customer the price of $1,095 as a trade-in value. She originally paid $795 for her TK-01, and we offered her $900 off the TK-02. We also offered a complimentary repair of her TK-01 even though her machine is outside of the warranty. 

  Beyond a credit that is worth more than her original machine or a repair paid 100% by Terra Kaffe, we are unclear on what further service we can offer this customer. She has not responded to our emails from October 7, 11, or 15 (all 2024), and there has been no further correspondence since then. 

  Customer Answer

  Date: 07/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  Terra Kaffe's two arguments are misleading and made in bad faith:
  
  1. Claiming to offer "more credit" was simply an upsell. Id end up spending $1,900 totalmore than double my original $800 purchase. Thats not reasonable support.
  
  2. Terra Kaffe acknowledged the thermoblock was overheating the plastic housing. Replacing the housing doesnt address the root cause and ignores a serious design flaw.
  
  After repeated, unproductive back-and-forth, I disengaged and turned to the BBB. With only ***** brewswell below the ***** covered under warrantyI should not have to pay anything further. Im requesting a full refund or a free replacement. A structural defect caused by overheating plastic should be taken seriously, not dismissed. 
  

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  
  Whats most frustrating isnt just the refusal to refund its how the situation unfolded.
  
  09/20/23: Machine delivered
  09/29/24: I reported a crack in the machine
  
  Thats nine days after the warranty expired. This wasnt misuse it was a structural failure after normal use.
  
  Your response leans on policy, not accountability. A panel replacement and credit toward a new model dont address the real issue: the thermal block continues to overheat (as shown in the photos send to the BBB), and the housing cracks have worsened.
  
  You state replacements are offered within warranty, but none was offered here just cosmetic repair. Was nine days really the cutoff?
  
  I disengaged because every reply focused solely on the expired warranty, with no recognition that an $800 machine shouldnt be failing this early. And when your brand claims to make super-automatic espresso accessible under $1,000, that mission rings hollow if clear durability issues are treated as out-of-scope. I had no confidence a panel replacement would solve the underlying problem, and I expected to end up with the same failure again this time being told to pay for an extended warranty, all while the root cause, a faulty thermal block, remained unaddressed.
  
  
  

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  

  Business Response

  Date: 07/28/2025

  To be clear, we would typically offer a new replacement during the trial period (the first 30 days), not the entirety of the warranty window. During the warranty window, a repair or a refurbished replacement is the standard route.

  In this instance, we offered a repair, as this is an easily correctable issue involving replacement of the panel, and, pending testing, swapping out of the thermoblock. We are certainly open to processing a repair for this customer, despite her being outside of warranty. Should she wish to proceed with that route, she can simply respond to our emails from October 2024. 

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased TK-02 from Terra Kaffe w Extented ********************* Plan 5/24/24, extended warranty w Terra Kaffe is until 5/24/26, and extended Extend Protection plan is until 5/24/27. The TK-02 was delivered on 6/3/24, and we started having issues on 6/19/24. I contacted customer service, and they said its normal for a ghost brew. I continued to have, software issues, machine issues, error issues 15, 41 etc, valve issues. I have documented over the months that we had the machine all the issues that we had and customer service always said just turn the machine off. It will rectify itself. These issues did not rectify themselves. It got to the point where it was so exasperating I wouldve been contacting them every day all day because we were turning our machine off all the time. The valve issue with air 41 has to do with a milk issue. We have never made anything but two drinks in our machine and none of them contain milk.. weve only ever made espresso or Americano, never any other type of drink that involves milk or drink. This should not be an issue for our machine as I learned that this issue is a defect in the valve. That would mean that they sent us a defective machine because this error started showing up all the time so we would turn the machine off. Or we would contact customer service, customer service never rectified the issues. They just band them meaning shut it off. Its no big deal itll correct itself. It never corrected itself issues became worse and daily over the course of approximately about a year. At that point, I asked for the money back. I was not going to keep paying for a machine that had nothing but issues from day one mind you the first issue we had was a week after we got the machine. When you spend $2000 on a product and it has issues from day one that tells me that, the issues were not worked out prior to selling the machine. I simply want my money back and they can have the machine back and do whatever they want with it but I am done .

  Business Response

  Date: 05/27/2025

  We appreciate this customer's response! As we explained to her, her TK-02 was not "ghost brewing," but rather running an automatic cleaning cycle, as confirmed by machine records. We attempted to explain to the customer how to alter the timing of when the machine would self-clean, which seemed to be successful, as her email to us in July 2024 stated: "Thanks very much for your time. I sincerely appreciate it and yes, we do love our energy machine!"

  Following July 2024, we next heard from this customer again in November 2025, regarding an inquiry on water filter inventory. 

  We next heard from this customer in April 2025, where she mentioned ghost brewing but declined to send us the necessary machine screen photo for us to help her adjust the timing of the self-cleaning feature.

  The customer then requested a refund in May 2025, citing an error code (which she had not mentioned previously), and we offered a repair, as she is eleven months outside the refund window. We explained to the customer that the refund period and the warranty period are two different things, and she is unable to receive a refund almost a year outside the refund period. We remain able and willing to assist this customer with her repair whenever she is ready to proceed.

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  A lawsuit has now been filed against this company, so I will not be commenting further. It is now in the hands of a judge, and the judge will make the decision. The issue has not been resolved as of yet, and the lawsuit is active.
  

  The company tried to broker a less than settlement while the lawsuit was active, I told the company to stop contacting me and that it was now in the hands of the courts.

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

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  Date:05/12/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchase the coffee machine a year ago and use it for few months no issues .but 2 months back in February it's starting acting up. Stopped making coffee as it should . So I contacted the customer service and send it for repair. It was there for a week or so. + Got it back yesterday but it's still doing same thing exactly. Nothing changed .Looks like they never tried to fix it so I just wasted my money for nothing. Need my money back so I can by working coffee maker.

  Business Response

  Date: 05/13/2025

  We are so sorry for the poor experience with our repair center, and we have already been in contact with this customer, letting him know we're investigating the details with our third-party service center to understand how this occurred. We've also offered the customer a replacement machine, which he graciously accepted, nothing he "really likes our coffee maker." We're grateful for the opportunity to make the situation right for *** ******* and we deeply appreciate his kindness and understanding.

• Initial Complaint

  Date:04/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im filing a complaint regarding ongoing issues with the TK-02 coffee machine from Terra Kaffe. The first unit was delivered to my friends home as a gift for me on December 21, 2024. After fewer than 30 days of use, the machine began tripping my circuit breaker. I followed Terra Kaffes troubleshooting advice, including switching outlets, but the machine eventually shut off completely and would not power back onclearly an internal failure. I was offered a repair but insisted on a replacement, which they agreed to.On February 5, 2025, I received a second brand-new TK-02. After only two months and two weeks of use, this machine also began malfunctioning. I contacted Terra Kaffe on April 15, and after several back-and-forth emails, they suggested sending it in for repair. Since I had already gone through this once and knew the repair process could take up to 21 days, I asked if they could provide a loaner during the repair period. For a $1600 machine, that seemed like a reasonable request. They said they do not offer loaners.I then requested another replacement. In response, they told mein writingthat while a new unit might seem like a good idea, I could encounter the same issue again after a few uses. By their own admission, they are sending out machines they expect to fail. I asked for a refund to the original purchaser due to receiving two faulty machines. They denied this, citing that I was past the trial period.This isnt about dissatisfaction with the coffeeits about serious product failure. A trial period shouldnt apply when the machine stops working entirelytwice.Reluctantly, I agreed to a repair on April 21. I was told Id be contacted with next steps, but Ive followed up twice with no response.Terra Kaffe has shown poor customer service, lack of accountability, and is selling a high-cost machine with recurring defects. I am requesting a full refund.

  Business Response

  Date: 04/28/2025

  We are so sorry for this customer's experience! Multiple failures in such a short time period are extremely unusual. It looks like our team responded to this customer's most recent email in under 48 hours - we work from oldest to newest inbound, and we move as quickly as we can. We hope to have this customer back up and brewing ASAP!

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  While your team managed to respond just under the 48-hour ***** that is not the point and frankly, focusing on that misses the seriousness of the situation. I have now experienced two complete machine failures within less than four months of owning the TK-02, a premium product should function properly. Instead, Ive been left with repeated failures, inconvenience, and frustration.
  
  My request for a refund has nothing to do with dissatisfaction over the taste of the coffee. It is because two separate machines brand new have failed. Being told that I missed a trial period is completely unacceptable under these circumstances. Trial periods are irrelevant when a product is clearly defective. Consumer protection laws exist specifically to prevent companies from refusing refunds when a product fails to perform as promised.
  
  Adding to my frustration, your own staff admitted in writing that the same problem Im experiencing would likely happen again, even in another brand-new unit. That statement makes it painfully clear that a repair or replacement is not a real solution.
  
  At this point, I am asking again for a full refund with no restocking fee or other deductions. 

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

  Business Response

  Date: 05/23/2025

  This customer has received a full refund and we are unclear what further resolution is desired.

  Customer Answer

  Date: 05/23/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   My last formal request for a refund from your company was submitted on April 29, 2025. Since then, I was forced to accept a so-called repaired machine, which I received only to find that it was never repaired at all. After more back-and-forth, you finally agreed to issue a refund but only after I sent the machine back, which I did immediately.
  
  I only received the refund yesterday, May 22, 2025, weeks after multiple failures and persistent effort on my part.
  
  For your company to respond to this BBB complaint with, This customer has received a full refund and we are unclear what further resolution is desired is deeply undermining. It completely ignores the fact that I had to go through h*** and back to get that refund. Youre dismissing the extensive trouble I went through and the fact that I was sent two separate defective machines, neither of which lasted even two months.
  
  Your companys customer service has been unprofessional, slow, and dismissive, and your machines quite frankly do not work as advertised.
  
  I am definitely done dealing with your company. Consumers deserve to know what theyre walking into, and I would never recommend Terra Kaffe to anyone 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a coffee maker. The coffee maker has loads of problems and spills out coffee grounds. They said I dont have a warranty so I have to buy a new machine or purchase a repair package which is $185. Working with their customer service has been a pain!!!!!! And they have not been able to fix the issue at all. I want a replacement machine! Or a free repair package. They need to stand by the quality of their machines. Especially since theyre so expensive.

  Business Response

  Date: 04/01/2025

  As this customer is aware, he purchased the machine through a third party that is NOT an authorized reseller or affiliated with Terra Kaffe in any way. As stated in our FAQ and Terms & Conditions, only products purchased from Terra Kaffe or authorized resellers are covered by warranty. This is standard industry practice. As such, we are unable to offer this customer a replacement machine or covered repair, since he did not purchase his machine from Terra Kaffe or an authorized reseller.

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought Terra Kaffee TK-02 in Dec 2024. Received it a few weeks later. The coffee machine doesn't work well. It makes heavy noises, clogs the milk container pipe frequently, milk temperature is very mild, among many other problems. I requested for a return and got return shipping label. By the time they sent the return shipping label, I was on a 2 week international business trip. After I came back, packaged it and kept ready for return shipping. Then they cancelled the return shipping label all of sudden saying they didn't get the item within 30 days of ordering. I emailed them immediately that the unit is packaged and ready to be shipped out, they say they won't accept the return anymore.

  Business Response

  Date: 02/21/2025

  This customer was informed several times that the return window covered the first 30 days or 150 brews (whichever comes first). The customer reached out regarding a refund on Dec. 30, and we responded the same day with instructions for refund. The customer did not complete the refund request until Jan. 17, and we sent the return label on the next business day, Jan. 20. The customer then received reminder emails on Jan. 20, Feb. 4, Feb. 10, and Feb. 17. We received zero communication from the customer between Dec. 30 and Feb. 11.

  We then extended the return window, and provided the customer instructions on how to re-submit for refund, as the label had expired. We have not yet received a response from the customer, so we are unclear on what this customer desires for next steps. 

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a replacement drip tray.embedded in the tray should be a small magnet which allows the tray to be recognized by the machine.without the small magnet the machine is totally inoperable.there was no magnet in the tray i purchased so i asked for either the magnet or a different tray.they sent email asking me to prove by video or photograph the magnet is missing (weird but ok) i have now sent the photo several times asking if they have received it and when will they be sending me a fix.they have stopped responding and my $1000 machine is now a paperweight for the kitchen counter.alas, typical poor american customer service for this decade

  Business Response

  Date: 01/31/2025

  As this customer was informed in his first interaction with us, sending several emails in a row unfortunately bumps the conversation to the back of the queue, as our team works from oldest to newest conversations. This customer experienced further delays in response as his case had to continuously be escalated due the customer's use of abusive and insulting language. We have since informed this customer that we cannot accept abuse or vulgarity, and the replacement part, which is not necessary for function, has been sent out.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Terra Kaffe due to ongoing issues with my espresso machine and inadequate support, despite my purchase of an extended warranty. I bought the TK-01 espresso machine on May 30, 2022, for $1,061.78, along with a 3-year extended warranty for $********* August 2024, my machine began displaying a drip tray missing error, despite the tray being correctly installed. Following Terra Kaffes instructions did not clear the issue, so I sent the machine in for repair. When returned, it had the same error, indicating it likely wasnt checked before shipment.Since then, communication with Terra Kaffe and ********, their warranty partner, has been incredibly slow. Terra Kaffe only responds through email, with days between replies, while Mulberry operates exclusively via email and chatbot, often taking five or more days per response. Terra Kaffe requires ********* approval to proceed, and since Mulberry isnt responding, I am left with a broken machine.Terra Kaffe offered a refurbished machine as a replacementonly if Mulberry sends approval. I am willing to reluctantly accept this, though I believe a new machine would be more appropriate given my investment and extended warranty.After three months of emails and no real progress, the delays and lack of customer support reflect poorly on ********************* service. I am now requesting the BBBs assistance in having Terra Kaffe honor the warranty terms so that I can finally receive a functional machine.Thank you for your assistance in this matter.

  Business Response

  Date: 11/14/2024

  This customer sent a video of himself following the steps to reset the drip tray sensor, but, as we noted to him, the instructions were followed incorrectly. We have emailed him, emphasizing the correct instructions to follow, but he has not responded to our email. 

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My TK-01s steamer seems to have stopped working. It seems to be over boiling the milk and I cant figure out how to fix it. The support team at Terra Kaffe keeps sending me pre-canned messages asking me what model I have (even though I have answered now 4 times). I am wondering if they are using a bot to respond to support messages, or if their team is not actually reading their messages, and just sending pre canned messages instead. Its incredibly frustrating after I have spent a lot on this machine. There is no way to contact a real person and get a response that feels truly directed at you.

  Business Response

  Date: 04/10/2024

  It looks like this customer's issue was resolved on April 8 by our team. The customer lost a component of their milk frother, which means the milk function will not work. We advised her to purchase the missing component and provided detailed instructions on how to ensure her machine is up and running.