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:10/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Terra Kaffes machine that we spent over $1000 on came with a two year warranty. My machine is within warranty timeframe and limitations on amount of drinks brewed. It is experiencing issues with the *** screen. I contacted support on October 12, 2025, and they got back to me very quickly with instructions to reset the machine and updated firmware. This did not fix the problem. After this, the support team has responded once- asking for information I have already provided. It has been over two weeks since I have requested the machine to be sent in to be fixed or replaced and I have still not been given shipping instructions or any sort of remedy to our problem which is within warranty. I sent all required information on October 19th, again, and still have not received a response today on October 26th

  Business Response

  Date: 10/27/2025

  This customer's repair case has been open. Our team works on tickets in order from oldest to newest, and, unfortunately, he sent several follow ***** each time, this bumped his ticket to the back of the queue because it became "newer." This is sadly the default behavior for any common ticketing platform such as ours.

  Our initial message back does advise against sending many follow **** as this will delay our team's ability to respond, but the customer may have missed this note. 

  We look forward to swiftly getting him back up and brewing, and we appreciate his patience!

  Customer Answer

  Date: 11/20/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:10/08/2025

  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 machine for $1000 and received January 2024. Machine proceeded to break and completely warp / melt on the left side in July of 2025. Still well within the 2 year 5000 coffee brew warranty and sent back to be fixed. Machine only had brewed 750 cups of coffee.Initially given 10 day sla by customer service. Then told by customer service I could wait 4+ weeks to get my machine replaced or get a used / refurbished replacement. Company refused to provide new machine even though *** given was 10 business days for repair and current wait time was at least 4x that amount. Requested refund or new machine and was told only two options were refurbished replacement or waiting 4+ weeks for current machine to be fixed with no real ETA for replacement part. Requested escalation by customer service and had to wait an additional 100 hours from the ***** hours SLA they provided. Again was told refurbished replacement was only option. Received original machine back without any communication or note in package from customer service on 9/7. Machine was provided back in worse condition with coffee grounds all over it. Requested explanation from customer service and again no response. My issue is this is a false advertisement of goods. They make it seem like the product is extremely advanced and robust in their marketing. However, its made of plastic and their customer service team is disorganized and disappointing for the amount that was paid. How did they not know my machine was returned? It was also returned in worse condition than before.

  Business Response

  Date: 10/09/2025

  We appreciate this customer's feedback. We are small team, and we do our best to communicate in a timely manner. In this instance, our third-party repair center was out of stock of a specific part needed, and it was not clear until this customer's machine arrived at the repair facility that that part would be needed. While most repairs do indeed occur within the *** window specified, this one fell outside, which is why we promptly offered a replacement machine. This customer, upon purchase, accepted our Terms of Service, which state a refurbished replacement will be provided in the event we cannot provide a repair. 

  Our internal customer support team was unaware that the repair was indeed able to be performed - as mentioned, the repairs are completed via a third party provider. Unfortunately, coffee grounds, much like glitter or sand, tend to shake loose from even an extremely clean machine during shipment. Every machine is painstakingly cleaned by the service team, but, because they thoroughly test all machines with real coffee, some grounds are inevitable. 

  This customer has not reported to us any functional damage to his machine, but we look forward to assisting should he need help. 

• Initial Complaint

  Date:09/18/2025

  Type:Delivery 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.

  Date of purchase: 11/28/2024 Cost: $642.60 Order #: Order #******** Item: Espresso Machine Issue: We have been in contact with TK about our machine since 6/7/2025 regarding the warranty. The machine is broken. After following all of their instructions, they refuse to refund us even though we are in the 1 year window. I am uploading the thread of emails between them and my fianc ****. They claim to be repairing it, but no progress is being made.

  Business Response

  Date: 09/18/2025

  As this customer was made aware at time of purchase in our Terms & Conditions, FAQ, and product page, the refund/trial period covers 30 days or 150 brews (whichever comes first). She is referencing the one year warranty period and seems to be mistaking the warranty period for a refund period. Per our warranty, Terra Kaffe covers repair and/or replacement for one year, which we did in this case. We created the repair entry for this customer on July 29, and they informed us that they shipped it on Sept. 1. It was received at our service center on Sept. 7 and is now nearing completion of repair. We are unclear on what further resolution this customer is looking for.

  Customer Answer

  Date: 09/19/2025

  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:

  This has been some of the worst customer service I have ever experienced. We have (as can be seen in the emails) requested expedited service to fix the issue, and it has taken 3 months. It took almost a month for them to send a box for us to return it. We fully expect to receive the same broken machine sent in, as the "repair" efforts that we were made to do did not solve the issue. We have been without coffee at home for this entire time. I am not sure how taking 3+ months to allegedly fix the problem has been helping. It is almost 2 weeks from when you got the machine, and we have not gotten a date when we will be receiving it. "Soon" for TK is apparently 3 months... Unacceptable. 

   

   

   

   

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

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

  Business Response

  Date: 10/02/2025

  Please be aware that this customer's machine was rigorously tested at our service center, which was able to find no fault with the machine. We've since reached out to the customer to adjust some settings remotely, and we've also offered a replacement machine. We eagerly await the customer's reply without our support portal.

• Initial Complaint

  Date:09/18/2025

  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 my TK01 in 2023. Initially the machine was functioning without too many issues but quickly, constant problems occurred, for example, water tank misalignment, leaking water, the brew unit not fitting back into the machine. There were so many issues I just stopped using the machine. Earlier this year I decided to contact customer service to troubleshoot. The upshot was that they believed there was a fault with the machine. Given that the machine was out of warranty I was told I could pay $200 to send the machine back and that I could have a discount on a new machine. I couldnt afford either option and couldnt reach an agreement with the company. The machine has been sitting in the kitchen and Im so frustrated. Last week I went to the companys website and watched all of the videos on how to clean the unit. I wasnt able to re-assemble the brew unit so reached out to customer care. I was offered a call and was told to watch a video. I was essentially told that I had not re-assembled the unit correctly and that the part was out of stock for at least two weeks (and Im not even sure the company will be willing to send the part free of charge). Ive been fiddling about for two hours now and Im stopping. Such an expensive machine should not be this difficult to responsibly clean and assemble. It should not matter that the machine is out of warranty, when a product malfunctions repeatedly and the issues cannot be resolved by the customer, despite their best efforts to contact customer care and follow all instructions provided, the machine should be replaced, free of charge. Looking through the complaints here and seeing other consumers leave reviews online it seems Im not the only customer left without a working machine or an acceptable solution.

  Business Response

  Date: 09/18/2025

  Weve reviewed this customers case - as she noted, she purchased her TK-01 in May 2023, so she is outside warranty by a year and a half. This customers complaint notes that her machine should be replaced, free of charge, which is unrealistic given how far outside warranty she is.
  
  
   In the two and a half years shes had her machine, we see that shes purchased cleaning supplies only once - the TK-01, like all espresso machines in its class, requires regular maintenance and cleaning for best performance. She describes having had several issues early in ownership, but the first time she contacted us was in March 2025, so we are unable to provide context on historical issues. 
  
  
  Regarding the cost of the out of warranty repair, the customer was given an option of a repair or a replacement, both of which are less expensive than industry standard. We even offered an extremely generous discount on the replacement option, which this customer declined.
  
  
  Regarding the disassembled brew unit, we provided the customer our standard video for how to properly reassemble, which is generally successfully used. We even offered a video call to assist. The customer opted for a replacement brew unit, which is newly back in stock. 

  Customer Answer

  Date: 09/18/2025

  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:

  I appreciate the response from Terra Kaffe however, it has not resolved my complaint. I understand that the machine is out of warranty however, as I stated in my original complaint, this is a very expensive machine, that has hardly been used and, has been cared for meticulously. It is unfair for Terra Kaffe to suggest that given I have only purchased cleaning supplies once (which was a multipack good for four deep cleaning cycles) that this is somehow my fault. I understand that the machine requires maintenance and I will reiterate that I have only ever followed instructional videos and use products supplied by Terra Kaffe.

  My initial issues seem to be common, water leaking under the machine, the water tank constantly reporting being out of alignment, the top of the unit becoming extremely hot, water not moving through the machine. I understand that contacting Terra Kaffe during the warranty period would have been the ideal solution  however, I was diagnosed with a chronic health condition shortly after purchasing the machine and only returned to work in August 2025. I have not mentioned this previously (because I believe that the company's response is inadequate given the high price point of the machine) however, it is relevant to my timeline when seeking support in order to resolve this issue.

  Regarding repair or replacement, the cheapest option was $200 for an extended warranty. I was unwilling to pay that, or to pay upwards of $1,000.00 for a replacement. My initial investment has failed so radically, why would I purchase another machine? I am certain that Terra Kaffe are aware that there are numerous posts on various social media platforms with individuals complaining about the customer care they have received and, those who have received refurbished units complaining about ongoing problems.

  I did not opt for a replacement brew unit (well, certainly not to pay for it). I dod join a video call yesterday (although the agent I spoke with did not have her camera on). I reviewed the video numerous times but have been unable to resolve the issue with the spring and lever. I am also amazed by the difficulty of the assembly process and believe I cannot be the only individual who has struggled with this.

  Ultimately this was an incredibly expensive purchase. I have followed all manufacturer instructions and reached out to resolve the issues when I could. I am simply seeking a fair response which, in this case, is, at minimum, a free replacement brew unit. 

   

   

   

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

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

  Business Response

  Date: 09/18/2025

  We are unable to speak to the initial issues in the customers complaint, as she never contacted us for troubleshooting or help until she was more than a year outside warranty (and two years after her purchase). Had the customer reached out, we would have been happy to help, as all things she mentioned are things that can be quickly and easily corrected remotely. 
  
  
  Regarding a replacement machine, this was offered to the customer at the price of $235 (normally $895), not upwards of $1,000.00 - our March 5 email even offered an additional $50 discount, making the replacement cost $185, as we were happy to go above and beyond to help this customer get back to brewing. Following our March 12 email reiterating the pricing, the customer did not respond until September 12. 

  Customer Answer

  Date: 09/19/2025

  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:

  As I explained, I was diagnosed with a serious chronic health condition. I was unable tow work so filing complaints about a coffee machine that does not work was not high on my list of priorities. I only returned to work in August of this year.

  I have followed all your troubleshooting videos online and none of the issues I have experienced "are things that can be quickly and easily corrected." The $185 was, I believe, the price the company offered for an extended warranty. No, I did not respond until now because I had a relapse in my condition and could not (especially given how time consuming these exchanges have become). The machine has not been in use during that time either (It has barely been used at all). 

  I am simply requesting a reasonable and considerate response. Why not just be kind and send a replacement brew unit?

   

   

   

   

   

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

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

• 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.