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:07/17/2023

  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,
  
  ***************************
  

• Initial Complaint

  Date:06/20/2023

  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.

  This makes the 2nd tk01 I purchased under a year and now this one has quit working. Stuck on empty grounds cant get it to reset tried the cardboard trick and still doesnt work. The machine is too expensive just to work 6 months. Im highly upset and frustrated with the amount of money Ive wasted on the machines.

  Business Response

  Date: 06/20/2023

  We have responded to this customer via email and are awaiting a response. The machine is not broken (it has coffee grounds stuck by a sensor) and, at most, will simply need a repair. We await the customer's response via email. We look forward to helping resolve the issue!

• Initial Complaint

  Date:06/06/2023

  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.

  I purchased a machine from Terra Kaffe on 11/29/22, arrived 12/7/22. It worked fine. With tax, this was an item valued at, allegedly, over $900. By early-April 2023, the display stated going out. By mid-April 2023, the display had completely gone out & the machine was nonfunctional. They took two weeks to replace the display (not including several days of shipping each direction). ************* to me in mid-May, the display had a bright blue line running down the side of it, indicating a faulty installation and that zero QA review was performed.Further, the machine refused to make a beverage, noting misaligned water tank. This was not an issue before I returned it for repair. Even further, it kept alerting me that the coffee waste bin was full. Dear reader, how can a coffee wast bin be full if the device refuses to make a beverage due to a misaligned water tank? Embarrassment abounds for these absolute clowns. When I alerted the company to the fact that not only had they not repaired the device, they had further broken it to the point of being completely inoperable, their only course of remediation was to offer me a used, refurbished device. Anyone familiar with the English language understands that a refurbished device is a device that was also previously broken (because these machines are junk that has been marked up) and attempted to be repaired. Given my experience, Im sure anyone reading this can understand how I was not interested in receiving another broken device. I declined the offer for a second broken device and instead requested a full and complete refund. They refused. Selling a product for almost $1000 when you know it is faulty & prone to error, as evidenced by the multiple reports here, & then refusing to offer a new replacement or a refund is unethical, immoral, & against FTC regulations.These people are absolute scam artists who have stolen from hundreds of people, again, as evidenced by the many reports against them.

  Business Response

  Date: 06/06/2023

  This customer purchased a ***** in November of 2022 which was sent for repair in May 2023. The machine, which was working well and passed inspection following the repair, experienced what we assume was shipping damage and the screen was marred upon arrival to the customer. The customer experienced two other hiccups - the water tank misalignment alert noted is easily fixed remotely (this, again, can happen during shipping and requires a simple calibration to correct), and the waste bin operates on a counter and was not defective, but we didn't have a chance to explain this to the customer before she began using abusive language. Per our Terms & Conditions and FAQ, an unsuccessful repair can be remedied with either a second repair or a refurbished replacement machine. The customer also requested a refund, which, as also noted in the Terms & Conditions, FAQ, and on the first page of the instruction manual, can only be processed within the first thirty days of ownership. The customer agreed to these Terms & Conditions at checkout. 

  We responded promptly to this customer, who reacted using extremely abusive and exceedingly vulgar language toward our representative, declining additional help. 

  Customer Answer

  Date: 06/07/2023

  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:

  Of course I rejected your additional offer to provide a refurbished machine, I don't know why you felt the need to keep repeating your unethical offer over and over again when I made it clear it was unsufficient.  The issue remains and Terra Kaffe refuses to engage ethically.  The *** has also been engaged, as well as ***************** ***** on account of fraud.

   

   

   

   

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

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

  Business Response

  Date: 06/20/2023

  We are unable to offer this customer additional remedies beyond what is stated in our Terms & Conditions, to which she agreed. 

  We are also hesitant to further engage with this customer due to her extremely abusive language toward our employees.

• Initial Complaint

  Date:06/01/2023

  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 purchased this coffee machine from Terra Kaffee on March 23rd, 2023 for $894.09. One month later on April 7, 2023, I had to reach out to them to get support because the ****** unit was not working properly. I was able to get the machine working again. Then the next month on May 17, 2023, I had to reach out to them again to fix this machine. The machine as of today still does not work, even after them sending me a replacement part. For paying $894.04 for a product, this many problems ahould not be ongoing.

  Customer Answer

  Date: 06/01/2023

  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 at this time. They have agreed to refund me $700.00 and I am to return the coffee machine to them. At this time, I am awaiting to receive their packaging so that I can return the machine. 

  I expect to receive the refund once they have received the machine. I will keep you posted, if any further issues arise once they have received the machine and do not honor the agreement, and do not refund the $700.00.

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

  
  

• Initial Complaint

  Date:04/20/2023

  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 a Terra Kaffe espresso machine last December as a Christmas present from my girlfriend. This product retails for over $800. I have been experiencing issues with the milk foaming and heating feature for lattes and cappuccinos. I expected to be able to contact the manufacturer that sold my girlfriend the product. When I called they did not actually give a way to receive phone support as their marketing suggests. Instead their phone system directed me to request support via their website. I provided the order number from my girlfriends purchase as directed in their form. After submitting the issue their system stated I would receive a communication within 3 hours. Over three days later now and I have still not received any response. No email, no call, and no mail response. I have exhausted all self help remedies on their website. I do not feel comfortable with further disassembling the product without appropriate direction from the manufacturer.

  Business Response

  Date: 04/21/2023

  This customer reached out to us on April 18, 2023 at 11:32am, and we responded on April 18, 2023 at 1:33pm. We asked several questions in the email response for further information, and we also provided some troubleshooting steps, but the customer has not yet responded to our email. We look forward to further assisting this customer if he answers our email. Regarding phone support, we happily call back all customers who leave us voicemails asking for a call, but this customer did not leave a voicemail or call request. 

  Customer Answer

  Date: 04/27/2023

  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:

  THERE WAS NO OPPORTUNITY TO LEAVE A MESSAGE FOR A CALL BACK WHEN I CALLED. The businesss system told me to use their automated system TO SEND AN ELECTRONIC TEXT COMMUNICATION INSTEAD. The trouble shooting methods suggested in their email are already suggested on their website and have not solved the problem. I need them to call me. I do not have the email any longer. So expecting me to respond to the email is redundant and pig headed. This product is advertised and marketed as having phone support and is one of the most expensive products of all others that have the same capabilities. They need to respond by calling me, period. Their response to the better business bureau complaint stating they call back customers who leave them a voicemail is gas lighting and that theyll respond to me when I send back an email is not getting anything done about the issues with this product purchased less than 6 months ago and well within their warranty even amounts to a breach of their warranty.

   

   

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

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

  Business Response

  Date: 04/27/2023

  We are still awaiting a reply to our April 18 email to this customer.

• Initial Complaint

  Date:04/10/2023

  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.

  My partner and I bought a Terrakaffe TK-01 Espresso Machine on Feb 13th, 2023 for a total of $991.18 which includes the purchase of an extended warranty of 1 year of $100. On or around the end of March (about 40 days after having the machine), we used the machine with ***** ********* coffee beans. They are not entirely whole coffee beans and they are also very much NOT ground coffee beans. This machine has a place for whole beans or ground beans. We thought it safer and more appropriate to put in the whole beans section which has a grinder, since it would take whole beans or anything less than ground and make them ground to make coffee. It worked and coffee was made. About a day or two later, the machine stopped working. My partner called them and they tried troubleshooting by phone with the idea of rice. It did not fix it. Their solution was to send it back with a flat rate fee of $250 claiming this was outside the warranty for user error. I have been emailing with them since April 5th by email and on ******** and they are unwilling to replace, refund, return, fix the machine without getting a payment of $250 saying this machine was not meant for beans like this. This fails to meet the warranty of implied merchantability. The implied warranty of merchantability is a merchant's basic promise that the goods sold will do what they are supposed to do and that there is nothing significantly wrong with them. In other words, it is an implied promise that the goods are fit to be sold. Using coffee beans in a coffee machine that has a coffee grinder should be able to work with coffee beans and this is not user error that should cost us $250 to fix it. We would like this fixed under our warranty that we paid extra for, or would like to return the product.

  Business Response

  Date: 04/10/2023

  Hi there, according to this customer, the beans put into the machine were frozen - our manual explicitly states to use ONLY whole, room temperature beans in the grinder, as anything else will damage the machine. We confirmed with a photo that the beans used were NOT whole beans and were stuck together in chunks. Given this machine malfunction was entirely user error and directly contrary to what the manual instructs, Terra Kaffe cannot be held liable for the machine failure and the warranty is void. As such, we offered the customer the opportunity to have the machine repaired with an out-of-warranty repair package.