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:03/20/2024

  Type:Product 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.

  To the Better Business Bureau,I am writing to file a complaint against Terra Kaffe regarding a coffee machine (Order #*****) I purchased on December 01, 2023, for $852.64 USD. Despite my initial excitement, the product has been a significant disappointment due to severe issues, including mold development within the machine and consistent functional failures. It frequently malfunctions by grinding without brewing and producing insufficient espresso, failing to meet the expectations set by its premium price.After encountering these issues, I promptly contacted the company's customer support seeking a resolution. Unfortunately, my request for a refund was unequivocally denied, despite the health risks presented by the mold issue and the product's failure to perform as advertised. It became apparent that the customer support team lacks direct knowledge of the product. My concerns were compounded by the company's practice of deleting negative feedback from their social media platforms, indicating deceitful practices.Adding to the frustration, Terra Kaffe's customer service has been abysmal. Despite promoting the machine as compatible with any coffee and any beans, in reality, the machine requires the use of specific coffee beans sold by the company. Attempting to use any other brands leads to the machine breaking, and seeking help afterward proves fruitless. This restrictive requirement was not disclosed at the time of purchase, misleading consumers and essentially locking customers into purchasing the company's overpriced coffee beans, leaving them without recourse when the machine malfunctions.Given the product's failure to meet basic quality and safety standards, the company's refusal to provide a refund or adequate support, the deceptive practices related to customer feedback, and the misleading promotion of the machine's compatibility with any coffee beans, I am compelled to seek assistance from the BBB to resolve this matter.Sincerely,*************

  Business Response

  Date: 03/20/2024

  Terra Kaffe has been in close contact with this customer. Upon purchase, the customer agreed to our Terms & Conditions that state a refund is only available during the first thirty days of ownership. The customer did not contact us at all until two and a half months later, at which point he was no longer eligible for refund, as he knows.

  Regarding mold, the customer, firstly, never mentioned this to us in his correspondence. If he had, we would have instructed him on proper cleaning techniques. Coffee waste, like any organic food product, will grow mold, especially in a dark, damp, warm environment if not cleaned properly. The customer is likely failing to remove and rinse the brew unit often enough.

  The customer noted in his response that the user is required to use ******************** beans, which is inaccurate. The customer may use any beans provided the beans are not oily. This customer chose to use exceeding oily beans, as noted in as many places, including the user manual, website FAQ, and in various emails. The machine functioned as predicted when using oily beans. 

  We have offered the customer troubleshooting, a repair, or a replacement machine, all of which he has declined. We will be happy to help this customer should he wish to receive assistance.

  Customer Answer

  Date: 03/26/2024

  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 promotes its products to work with any coffee and any beans, I am attaching the screenshot from their website.

  I researched on internet and see lots of negative reviews that Terra Kaffe requires users use "recommended" "non-oily" beans, especially those that they sell. 

  Terra Kaffe should promote their products accordingly and not hide such specifics into terms of conditions. 

  As a summary of all similar reviews for this machine - it's poorly designed and engineered that it can work properly with widely available beans like ********** This machine can only work with specific beans.

  If the product worked as it has been promoted I wouldn't complain and ask for refund, unfortunately it's not. 

   

   

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

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

  Business Response

  Date: 03/29/2024

  As noted in the user manual, our website, and our FAQ, as well as ****** searches on superautos and how they work, all superautos, including Terra Kaffe machines work best with non-oily beans. 

• Initial Complaint

  Date:03/14/2024

  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.

  TK one that Ive had for six months does not work and the company will not respond to my emails. There is no phone number that is working for customer service.

  Business Response

  Date: 03/15/2024

  Our only recent email from this customer was responded to within 48 hours. The customer did not respond following our response. We'll be happy to help the customer as soon as they respond to our recent email!

• Initial Complaint

  Date:03/11/2024

  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 purchased a coffee machine for Christmas on November 27th, 2023. It was not opened of course, until Christmas (December 25th). We started the machine and made a few "test cups" of coffee before we were able to have one that was drinkable. We eventually got there - we had probably 20 cups of coffee when suddenly the "milk" was not running into the machine. We cleaned out all of the parts, watched endless ******* videos, called the company, everything possible to make it work. Then we made another 30 attempts to make a coffee that registered as "cups" on the machine. Nothing came out. Our attempts gave us dirty looking water or at the very best an espresso. We paid $815.24. Our trusty *********** machine is $60 and thats what we are using now.I tried to return the machine - I do not want this machine. They told me I am outside the 30 day return window. Just to be clear, most clothing stores have a longer return window than that. 30 days for a coffee machine is wild. Regardless, I sent the first email on February 18th. The coffee machine was "here" for 53 days. It worked for 12 of them.

  Business Response

  Date: 03/13/2024

  As the customer mentioned, we have a thirty day return window, to which the customer agreed upon purchase of the machine. The thirty day window ended at the end of December - again, this is prominently listed on the first page of the instruction manual, Terms & Conditions, FAQ, and on the product purchase page. The customer did not reach out to us at all until almost two months after the return window ended, and the customer refused our help with troubleshooting. We are more than happy to help this customer further, but a refund is not an option more than three months following purchase.

  Customer Answer

  Date: 03/14/2024

  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:

  We opened the coffee machine on Christmas (December 25th) and it was set up a few days later which is ALREADY out of the return window, apparently. If the item was functioning and I didnt like it, that would be one thing BUT that is not the case. This item does not function. They are selling a faulty machine which is why this is for the BBB and not just a call to AMEX for a claim. This should be stopped for all customers, not just me. 
  

  also, our family was away from February 5-March 6 from our home which I can provide proof of.

  The machine was open and its attempted use for ONE month. For that one month it worked for less than 2 weeks.
  

  we did trouble shoot. We called. We watched ******* videos. Everything. 

   

   

   

   

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

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

  Customer Answer

  Date: 03/28/2024

  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:

  [Your Answer Here]

  If the product was a functional product I would accept however me as well as many others have complained about the same issue therefore this business is operating on selling a luxury priced yet defective machine to the consumer  

   

   

   

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

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

  Business Response

  Date: 04/08/2024

  We have offered help to this customer several times, and she has not responded to our most recent inquiries. The problem she faces is easily fixable, and we look forward to her response to our emails so we can get her up and brewing!

• Initial Complaint

  Date:03/01/2024

  Type:Product 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 received my Tera Caffe machine two days ago after waiting a year on pre order. I received the machine with great excitement and anticipation.Unfortunately the machine fails at its at its core elements, producing a delicious cup of coffee. After producing quite a few cups over 2 days. Days unfortunately the machine cannot produce any coffee drinks that include milk that is above room temperature. The company has been refusing to respond to my emails. There's a 30 day return policy, however the company has not honoring the policy by just not responding to my emails. A 1500 dollar machine should not produce coffee that tastes like. It's been sitting in my car for 2 hours. After picking it up from the coffee shop. The hot milk comes out of the machine at about the temperature of an infant's bath.I would like the company to honor the return policy. I respond to my emails so I can return the machine. I'm willing to pick it up and drop it off at the company's headquarters if needed.

  Business Response

  Date: 03/19/2024

  This customer first reached out to us on February 29 - he received a reply on March 1. He responded on March 1, and received another response from Terra Kaffe also on March 1. He then replied on March 3, and Terra Kaffe responded on March 4. Unsure why this customer is saying he is unable to get a response, when he received answers within 24 hours to all inquiries. 

• Initial Complaint

  Date:01/31/2024

  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.

  I received the espresso machine and I am not happy with the quality of the espresso. The grinder does not have a fine enough grind for a proper extraction.

  Business Response

  Date: 01/31/2024

  This customer reached out to us regarding a refund for the first time after business hours on Jan. 29. We responded to him during business hours on Jan. 30, providing instructions for return. The customer had not responded to our multiple emails to him at the time of filing this complaint.

• Initial Complaint

  Date:12/26/2023

  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 Kaffee for not responding to my request for a full refund of roughly $750 that I paid for a TKO1 Espresso Automatic Machine Model No RM-A10 Serial # ************ . This purchased happened about a month ago and I have had numerous interactions with t heir customer service team and their response so far has being limited to instructional videos for problem solving the issues. The machine I purchased is not working properly and they expect me to keep looking at videos for solutions. Their warranty clearly states that they ***** full returns within 30 days of purchase, but seems they are trying their best to delay as the 30 days expire this coming 12/27/2023.

  Business Response

  Date: 12/28/2023

  We appreciate that this customer is sharing their experience. As our website currently notes, this is our busiest period of the year, and we are requesting 72 business hours to respond to all inquiries. We closed for Christmas to give our team a much-deserved break. We are a small team of real people doing our absolute best to respond as quickly as we can to all messages. As we explained to this customer, our system requires us to collect some information (such as machine serial number) before we are able to open a return merchandise authorization. This customer's email is in the queue and will receive a response containing a return label as soon as possible. We appreciate any patience during this exceptionally busy time. 

• Initial Complaint

  Date:12/20/2023

  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.

  I purchased a coffee maker (over $700) and within the warranty period I had issues!! They asked me to send it back for repair, which I did. Im disabled, so I had to ********* ************ and dropping it off at **** I was contacted and told they fixed the issues and it was being returned after all testing was complete. The machine was returned and has the same issue, along with numerous other issues that werent there!! I get daily requests to change things, take videos, stand on my head Im done!! Two weeks of this is enough!! I asked for a refund, as it also had fruit flies coming out of it!! It was literally infested!! This is definitely a health issue!! I have to clean it daily, as it dumps grounds all over the place!! Its literally a piece of junk!! They told me they would only send me a refurbished unit, which I didnt purchase!! I purchased a new unit and they also want a credit card number from me (not happening)!! I just want my money back and be on my way!! I sent it back in good faith and they did nothing to fix the issue!! Totally shady company!! These photos are from making ONE CUP OF COFFEE!! They received copies of these!!

  Business Response

  Date: 12/26/2023

  We have been doing our best to assist this customer. Her repair was unsuccessful, so we are happy to replace her machine. Per the terms and conditions to which the customer agreed, we are unable to offer a brand new replacement machine or refund, as she knows.

  Regarding the flies, coffee grounds, like any other organic food material, will attract pests if not cleaned properly. A coffee machine, like a blender or similar, requires cleaning so as to avoid unwanted buildup. This information is clearly listed in our user manual, instructional videos, and on our website. Failing to keep the machine clean will almost certainly create issues. 

  Customer Answer

  Date: 01/25/2024

  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 cant update this anywhere!!  I shipped the entire machine back and was told theyd send me a new one.  They received the broken one 
   
  ******************
   
  and are ghosting me!!   I want my new machine!!   

   

   

   

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

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

  Business Response

  Date: 01/29/2024

  Terra Kaffe has been timely in all communications, not "ghosting" but kindly note we're closed over the weekend to give our team a rest. This customer's replacement machine was shipped from our warehouse on 1/24, and delivered to her address on 1/26, based on this tracking link.

  Customer Answer

  Date: 01/30/2024

  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:11/15/2023

  Type:Product 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.

  Today 11/14/23 I tried to purchase a TK-02 coffee machine. I'd deposited $250 on the machine a year ago. I received an email today from the company saying it was ready to order. The email said "Your TK-02 balance is ready for payment! To redeem your deposit, please enter this deposit credit code at checkout, which will automatically deduct your pre-paid $250 from the total below: XXXX." .I clicked on the purchase button in the email. I was taken to a shopping cart screen. While trying to input my deposit credit code the screen refreshed and went to a thank you for your purchase screen. The pre-paid $250 was not applied and the company used a credit card number that I had not given them or input during the checkout process. I don't know where they got my CC number from. I tried to call them but they don't respond to phone calls only emails. I submitted a number of emails and now wait for them to someday get back to me. What kind of a business doesn't have a phone?

  Business Response

  Date: 11/15/2023

  Thanks so much for submitting this feedback! We responded to the customer's email within one hour of receiving it and we offered to schedule a phone call, but we haven't heard back from this customer. Our website does not store credit card information, so it sounds like this customer had credit card information stored on their browser or in Shopify. We await a response from this customer and will be happy to speak via phone or email. 

• Initial Complaint

  Date:08/02/2023

  Type:Sales and Advertising 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.

  I bought a Terra Kaffe machine TK 01. I had lots of set up issues, that the company sent videos for. within a few weeks the machine had many errors. I tried all the videos they sent / suggested to fix the issues. The issues keep reoccurring. when I asked for refund, I was told I was outside the window for refund. They offered to take machine for repair but I had to pay for shipping. The machine keeps having errors but they are slow to respond, wont refund, have not even offered repairs but more videos for troubleshooting .. Its a complete rip off.

  Business Response

  Date: 08/17/2023

  This customer reached out for us with help troubleshooting. At the time he reached out, he was far outside the return window of 30 days, terms to which he agreed upon purchase. The customer has had his machine for eight months and it required a repair. We performed what troubleshooting we could remotely (as is standard), then submitted the machine for repair. Terra Kaffe covered the cost of all repair shipping, the repair, parts, and labor. 

  Customer Answer

  Date: 08/17/2023

  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:07/17/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  We are very unhappy with the service and support of the ***01 Coffee Machine from ***** Kaffe. We purchased the machine on a Black Friday in 2021. After a 6 months the machine quit frothing milk and then quit working all together. It was sent back under warranty to get repaired. They did repair the unit, but about a year later the machine is stuck on the start up screen and will not work. When I submitted my support ticket I was informed that the unit is out of warranty and will need to be sent off to a service repair center on my on dime. They offer a ridiculously expensive service option of $250 dollars, just under a third of the cost of the machine. I asked for some leniency because the machine was just under a year from the original repair. They were unable to do anything and this has become a paper weight.

  Customer Answer

  Date: 08/11/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by Terra Kaffe regarding complaint ID ********.
  
  Sincerely,
  
  ***************************