ComplaintsforSalzman Group, Inc.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 16th, 2023 I began a repair ticket for my **** espresso machine with Whole Latte Love. On December 8th, 2023 I received my repair for the initial issue. When I unpacked the box, the machine was broken. I immediately sent photos on December 8th. I was told it was an issue with the shipping company UPS. It was not as the outer and inner box showed no damage. I suspect the foam packing material was over pressurized and the blew the temperate gauge back into the body of the machine and to the left. There may be other damages as well. I went through the UPS claims process, which they bumped it back to Whole Latte Love because the damage had nothing to do with the boxes being crushed or mishandled. I followed up various phone calls and emails to Whole Latte Love. On December 20th, I sent a video to a woman named Deema. We also spoke on the phone. Today on December 27th we spoke on the phone and exchanged emails. The company is offering that I repair the machine myself with their video chat in addition to a fee that I pay. This is unacceptable for many reasons. One being they over pressurized the packing of the machine, they are responsible. Resolution-- I want the company to send me a prepaid UPS shipping label and repair the machine and check for further damages at no cost to me, then ship it back at no cost. If this is too difficult I would like them to replace the machine they broke with a new machine, the same exact m***l, for the same price value which I purchased of $1,700. I do have a very detailed video, which is too large to send if you should like further images to help the resolution of this case. Thank you for your help, Rose ***

  Business response

  12/29/2023

  The customer initially sent their machine to us for repair, which we completed successfully and returned to them. Unfortunately, the machine was damaged during transit by the shipping carrier. We offered the customer a solution where they could fix the damage themselves, with a replacement part provided by us and guided assistance via a video call. The customer chose not to accept this option.
  
  Understanding the customer's concerns, we issued a no-cost return label for the machine to be sent back to our facility for a priority repair. The tracking number ****************** shows that the machine will arrive at our repair center on Thursday, January 4th. Upon receipt, we will conduct a priority repair and expedite the machine's return to the customer.
  
  We regret the inconvenience caused to the customer due to circumstances beyond our control and are committed to ensuring their complete satisfaction with our services. We believe our actions demonstrate our dedication to customer service and our willingness to go above and beyond to rectify issues that arise, even when they are caused by external factors.

  Business response

  01/02/2024

  Good afternoon,
  
  After reviewing the details of Ms. ***** complaint and her subsequent communication, we acknowledge her concerns and are committed to resolving the matter to her satisfaction.
  
  Repair Costs: We agree to pay in full for the repair of Ms. ***** machine. We understand the inconvenience caused and are committed to ensuring that her machine is repaired.
  
  Shipping Costs: Additionally, we will cover the costs of shipping the repaired machine back to Ms. ***. We recognize the importance of a hassle-free resolution for our customers and are dedicated to providing this service at no additional cost to her.
  We are committed to the highest standards of customer service and regret any inconvenience this situation has caused to Ms. ***. We appreciate the BBB's assistance in facilitating this communication and are dedicated to resolving this matter promptly and satisfactorily.
  
  Should you require any further information or clarification, please do not hesitate to contact us.
  
  Sincerely,

  Megan V***

  Customer response

  01/02/2024

  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. 
  
  Regards,
  
  **** ***
  
  
  
  
  

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Found ******** *** *** espresso machine in a powered off state after powering it on. Opened the cover to find an electrical connector so badly melted that it exposed bare wire. This machine is 10 months old, but it's now an extreme fire hazard. I want this machine to be replaced, as an undetected fault in a repair could lead to my house burning down. Order #: **********

  Business response

  11/28/2023

  Hello, We have reached out and resolved with the customer. Best regards, Whole Latte Love

  Customer response

  11/29/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This issue is not resolved yet. I have determined to allow them to review my faulty unit, but it has yet to be determined if the outcome will be satisfactory.  Regards,  ****** *******

  Business response

  12/12/2023

  Hello, We have been in contact with customer and sending boxes for the return shipment to our facility.   Our technicians will be evaluating the machine for repair or replacement. Best regards, Whole Latte Love

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to get a return started and they just keep giving me the run around. The machine does not work properly and I can’t seem to get a hold of anyone who will process my return. Feels like a scam.

  Business response

  10/05/2023

  We have reached out to the customer and provided a resolution. Best regards, Whole Latte Love

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a espresso machine 3 years ago. Having issues with the machine after warranty ended Contacted the company. Instructed by the voicemail to start a ticket online. started ticket online. after a few days got response from technical support, asked multiple question in an endless exchange. Finally , was determine the machine needed to come for evaluation and repair . pacaked the machine in the original packing as they requested (the SAME way it came to me) Sent by ***. Received email *** damaged the machine, asked to contact to *** to start the claim with them. Had to ask for photos to document with ***. I asked for an estimate for the repair. This was finally done showing only what the external damage done by *** will cost. They WILL NOT do any assessment of the original problem or asses any other possible damage created by the accident UNLESS I agree to the estimate, so if there if more damage related to *** they are off the hook. *** has tried multiple times to reach the to do their own investigation and they can not not reach anybody. Their costumer service except for April is horrible, rude and unfriendly . This has been documented in other complains with the BBB. It is very difficult to reach a human being and have any kind of productive conversation. I need to have you *** do their assessment and WLL to cooperate with them. WLL needs to work with *** to resolve this, something that they refuse. WLL needs to completely evaluate the damage of the machine in order to determine if it worth it to repair it For an expensive item like this you would expect better service *** claim ******** *** ************

  Business response

  08/30/2023

  I wanted to reach out and let you know that I'm working on this case. Our team has reached out to *** to try and assist.  We cannot touch the machine until an inspection has been completed.  Per our instructions, due to us not being the shipper we are not notified of progress from ***.Please see below the notification and internal process we follow for machines that are received damaged: Hello, I apologize for being the bearer of bad tidings, however the ******* ********** you were sending to us was delivered to us in damaged condition* ******** *********** ** ********** *********** ********* is your tracking number We encourage you to contact your shipping carrier as soon as possible to start the claim damage process as there is a limited amount of time you have to submit the claim. The carrier will not notify us directly once you submit the claim because we are not the shipper. It is important to request a photo inspection when you submit the claim, otherwise this would result in the carrier picking up the item from us and returning it to you in the same condition.  I have attached photos and provided the information below that is required for you to submit the claim:  Pictures of the damaged item(s) A photo showing the damaged item and how it was packaged inside the box Photos of the damaged item(s) A photo of the packaging material used (even if there is no damage to them) A close-up photo of the shipping label with the tracking number (starts with **) Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides.) Serial number from your machine or grinder if this is the item damaged  Dimensions: Until we hear from you, we will leave the machine in its packaging as we received it so that any further photos or on-site inspection can take place. If and when the carrier requests a damage estimate, we will be happy to provide this. If it is done prior to the carrier requesting it, they can deny your claim.  If the carrier does need to speak to someone to discuss the issue, please have them call us at *************** If we have not heard back from you within 3 business days we will reach out again via email or phone to confirm how you wish to proceed. If we do not hear from you, and/or the claim is not submitted we will dispose of the machine in 60 days from the date of this email. Please let me know how you would like to proceed, as well as if you have any questions. We apologize for the inconvenience! 

  Customer response

  09/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I have spoken with *** multiple times, they do not have any records of WLL contacting them as last Friday WLL SHOULD contact *** since it is very difficult to speak to a human being ***  *************   case number ********. this is still an open case  Regards,  ****** ******

  Business response

  09/14/2023

  We have contacted the customer with the following:  *******,*** has not contacted me at all. Not via email or via phone. I did contact *** once I heard they haven't contacted you & they told me the case was closed. The only way to re-open the case is for you to contact the *** store where you shipped it from to re-open the claim. Give them my direct email: *************************** & phone ************ *** **** 

  Customer response

  09/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   As per my prior response, *** has no records of WLL calling them. *** closes the case when they attempt several times to reach the receiver. I called *** to re open the cases and emailed WLL the info to contact *** because is pretty much impossible to reach a human being. This company has the worst costumer service and they absolutely do not care.   Regards,  ****** ******

  Customer response

  09/28/2023

  attached email cahin indicating number for *** and case number. Instructed  WLL to call *** since it is imposible to conect with them. also, WLL has never called ,me directly 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Order was placed on July 6 at which time I had incurred a rewards balance worth $30. I proceeded to order $8.07 worth of goods with an estimated weight of less that 8 oz and was charged $19.02 shipping charge and tax for a total of $27.92. I was asked for a credit card number which I assumed was protocol. After placing the order my rewards disappeared and I was charged $27.92 on my credit card for the order. I immediately filed on their online website (do not take phone calls) for an adjustment of a credit card refund, or cancel order and reply no later than 5PM PDT July 10. Did not receive a response till this morning, July 10, an email that they were looking into it. I immediately responded indicating the deadline or I would be filing a charge back and refusing the order if shipped. To date, July 10 I have not received a reply. My expectations and plans - Receive a credit card refund and products - Receive credit card refund and no products - If products are received without a refund, I intend to refuse them - If I am not able to refuse products and do not receive refund, I expect company to pay for return shipping by standard carrier.

  Business response

  07/11/2023

  We have resolved the issue and notified the customer. 

   

  Best regards,

  Whole Latte Love

  Customer response

  07/13/2023

  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. 

  Regarding my complaint against Whole Latte Love: I have received a response from them today crediting me back the credit card charge and using the rewards/gift card to pay for the merchandise. However, I still consider a shipping change of $19 for a few ounces of parts to be outrageous as well as the length of time it took them to respond. Nevertheless, I now consider this complaint closed and no further action needs to be taken on my part. However, should you agree with the remaining issues, I invite you to consider further investigation.
  
  Regards,
  
  ***** ****
  
  
  
  

  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I originally received an advvertisements for discounts on refurb espresso machines via an email from ***** ***** ***** I clicked on the link and it took me to the list of available machines, to which one that I wanted was listed for an incredibly low price. I decided to swap over to my PC to then check out, where the price was still listed on the site as the same, added it to cart, and it came up with a significant shipping charge, I then paid the total. All seemed to check out. The next day, I had received a shipping notification. From their site, and then my card was charged. All seemed fine. I was checking the tracking notification daily, and noticed that the seller requested a return to ***. So I waited for contact from ***. Nothing. The item was returned to ***... still no contact. They still had my money. 2 days ago, I contacted them, asking the situation. They blamed it on a checkout error, which is not possible as I saw the same price on multiple machines. They still have not returned the money or delivered the machine.

  Business response

  06/30/2023

  The order has been credited and issue resolved. Best regards, Whole Latte Love

  Customer response

  06/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  They charge 7% plus shipping plus a restocking fee whene there is buyer regret on the sale, but seller regret can just be canceled even when I have no idea what I did wrong other than trust the price listed on their site.  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 9th of June, I paid $713.72 for the repair of an espresso machine. The firm returned the espresso machine to me unfixed. Upon notifying this company of their failure to complete the repair, they have failed to respond with a shipping label to return the machine to them for a full week. While I have been prompt in supplying information to this firm, they have failed to respond to the many email requests for updates and the phone calls that I place to them result in my being kept on hold for 20 minutes at a time. I haven't the time to battle with this company to complete a simple repair. They are all too happy to take your money when purchasing a machine, however, repairs don't seem to net them enough to care. In short, they took $731.32 from me and will neither refund me the money or send me a shipping label to complete what was agreed to. Simply put, they've stolen from me and am in need of recourse.

  Business response

  06/28/2023

  We have corresponded with Mr. ******* and reached a resolution. Best regards,Whole Latte Love 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an expensive espresso machine and grinder and have regularly ordered parts (over $200 worth of parts in the last year). I've had phone and email exchanges about issues with the espresso machine, and a local technician recently told me that it might need a new boiler. I then discovered that the machine and entire line under that name had been discontinued several years previously. No one had told me this, despite the fact that I repeatedly asked if there were any parts I should stock to maintain the machine going forward. I was told by the service dept. that it would be next to impossible to get a boiler for the machine. I was advised me to pay for any boiler available from anyone, including a listing in Europe for $800 with many months lead time. I also discovered that the company had a current post about its favorite espresso machines, dated 2022, and my machine was first on the list (at least three years after it was discontinued). There was no mention in the post of the machine having been discontinued. I asked customer service why no one had told me my machine had been discontinued, and why the company had continued to take my parts orders as if the machine was still in production. I got a call back from Brian T*****, who said the company would try to work with me on the issue. He had Nick B**** call me. Nick also said that he would work with me, and offered to refund me for all the parts I had ordered for repairs I now could not do. Brian T***** told me to email him directly to follow up. I did so repeatedly, but never heard back. I tried to reach the company by phone over more than two weeks, and have been unable to get a call through. I believe they have blocked my calls. I have a machine that I cannot use or repair, a stockpile of parts that are useless, and the company has shut down communication. I believe they are trying to get customers to buy equipment and parts without being truthful about our ability to maintain the equipment over time.

  Business response

  04/14/2023

  At times our manufacturers will discontinue an item without our knowledge. This is completely out of our control. We cannot accept a return on a machine purchased in 2014. We are sorry that you are not able to buy parts, for any issues you may have in the future.
  
  
  Best regards 
  The Customer Service Team

  Business response

  04/20/2023

  Received a call from the business (Lauren) stating that there is nothing wrong with the consumer's machine and she is wanting to buy parts in case something goes wrong.  We have gone above and beyond to try to assist her.  This is not our issue and have no control of the manufacturer's decision to discontinue the product.

  Customer response

  04/27/2023

  All specifics of my complaint have been ignored. The company verbally promised to refund me for parts and work with me on repairs, asked me to follow up by email which I did in good faith, and then ignored the emails and blocked my calls. I did not interact with “Lauren” - I spoke with Brain T*****, head of tech support, and Nick B****, who is in charge of online sales. At the time of our conversations, Nick B**** was explicitly recommending my machine (that was discontinued several years ago) in a current, dated blog post, with the knowledge that key parts would be permanently unavailable, putting others in the same position that I’m in. The company knew for at least 3-4 years that the machine was discontinued, and never revealed this to me in multiple conversations and emails in which I asked what parts I should order/stockpile for future maintenance. I now have an unusable and unrepairable machine. The company is unethical and untrustworthy - buyer beware.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased an espresso machine model ****** Classic Pro on 3/18, at the moment the machine was on sale from $450 down to $425. The company Whole Latte Love had an additional coupon for this specific brand of $25 off for purchases above $400. My purchase on March 18th consisted of the espresso machine valued at $425 and a Decalcifier valued at $7.50. I was able to apply the coupon and obtained the decalcifier at no cost and the machine at $402.50. A few days later I go back in the webpage only to find the machine further discounted at $399, which is a $26 difference from the price I paid. Therefore, I review Whole Latte Love's discount policies and they claim the following "Sales, Special Deals, or other promotional savings can be adjusted within 14 days of purchase. The difference in price will be provided in the form of Latte Rewards to your account. Please note this does not apply to free items or gift offers." I reached out to the company on 3/24 to receive the difference in cost of the machine which was $425 down to $399 for a reward of $26. Once I reached out they stated that I will only be granted $2.50 since that is the actual difference of the price I paid. I further went into detail explaining that their policy does not mention the inclusion of a coupon it just stated that the difference in price of the equipment will be refunded as a gift card. I tried to state my point to the costumer service and they do not agree with my statement because they fixate on what I paid at the moment including the coupon was $402.50. If I were to repurchase this equipment with the sale price of $399 and the coupon my total would come up to $403.79 including the machine, decalcifier and coupon; while the actual total of my purchase was $431.69 making this a $27.90 difference in price. I am reaching out to BBB because I don't feel treated fairly by WLL, since they are not following their policy and returning me the cost in difference of the machine which is $26.

  Business response

  03/29/2023

    Sorry for any confusion, the machine was marked down to $399 and removed from coupon offers. The coupon was for ****** machine over $400Customer paid with coupon $402.50 and new price $399 we provided the $2.50 difference 

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We sent our Profitec 700 espresso machine to Whole Latte Love on August 5, 2022 to have a gauge repaired. We received our machine back in late September and immediately realized that the gauge was still not working. We contacted WLL promptly and explained the situation. They instructed us to repack the machine and have it ready for UPS to pick up. Whole Latte Love would pay for return shipping on their UPS account. UPS picked the machine up on September 30, 2022. On October 4th 2022 we received an email from WWL informing us that they had received the machine but that, according to them, it was damaged in transit. They also informed us that they would initiate a damage claim with UPS on our behalf and that the process would take a couple of weeks. On October 5th, we emailed with customer service rep Gina and were told that we must be patient as the process can take a few weeks. We waited for a month then called again and were told that UPS was not doing their job and that WLL had not not been contacted yet. We then waited another month, contacted Gina by phone and were told that she would check on the status. We heard nothing from WLL and so on December 30th I emailed Gina asking why it was taking so long with no communication from them explaining what was going on. Again we received no response. We decided at that point to contact UPS on our own and were told that the claim had been put on hold because no one at WLL had responded to multiple attempts by UPS for a visual inspection of the machine. We emailed this info to Gina but our email was answered by Meaghan, another customer service rep. She was able to get pictures sent to UPS and the claim was settled for the full amount according to UPS, 2980.00. We have been trying to settle with them to no avail. That leaves WLL with our Profitec 700, 2980.00 paid to them on our behalf and 412.00 that they charged our card for a repair that was never done, all of that belongs to us, not them.

  Business response

  03/31/2023

  Hello,

  We have reached out to UPS to obtain what the actual payout for the damage was.

  We have reached out to the customer and are waiting for their response in regards to our proposed resolution.

  Business response

  04/05/2023

  UPS has confirmed that were paid on 4/3 in the amount of $653.46 USD.  I have attached the email with confirmation and details. 
  

  We would like to offer the following as a resolution:
  1. Provide the $653.46 payment to the customer.
  2. Fix their machine at no cost and ship back to them. We will also cover the shipping charges associated with shipping the machine back to them.
  
  Best regards,
  Whole Latte  Love

  Customer response

  04/07/2023

  Better Business bureau

  
  

  Hello,

  Tracy at Whole Latte Love is working on our complaint and we are finally seeing forward progress. She has reached out to us and we have come to a mutual agreement. They will fix our machine, pay to ship it to us, and refund to us the amount of the UPS settlement of 653.46. I would like to also address why we  stated in our initial complaint that UPS had settled the claim at 2980.00, this amount was based on information that UPS gave me on the phone multiple times. Additionally this amount was discussed with Whole Latte Love customer service  and I took it as fact because it was never disputed. Obviously this amount was not correct and we just wanted to correct our side. We are looking forward to receiving our machine next week and would like to send a final report once all is settled. 
  
  Regards,
  
  ****** ********* *** ******** *******

  
  
  
  
  
  

*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. ↩