Salzman Group, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I made a complaint about a promise an employee made to me for the price of the certain product. He was supposed to screen shot and take notes of the products and told me to call back this weekend and he would honor the price match. He did not do his job as when I called back to purchase they said my account had NO notes on it. I spent 45 minutes on the phone looking at 2 espresso machines with him and we narrowed it down to two. However he said take a day or two to think about it and I will honor the prices after I asked however when I called back they wouldn't honor anything. I asked for a store credit or discount to my next purchase to make up for the purchase 
Regards,
[redacted]

The Customer was contacted and happy with the resolution. Thank you.  The Customer Service Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find...

that this resolution is satisfactory to me.  Please advise how I may return the incorrect item if the company would prefer. 
Regards,
[redacted]

Customer was contacted yesterday Oct. 12th and a resolution was made and customer is happy.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,  [redacted]

Again we are sorry that this did not resolve your complaint but you must deal with Jura on all warranty issues including returns. Jura spoke to us and unfortunately confirmed that the grinder was not defective. If a repair or replacement is needed only Jura Caoressi authorizes this under their warranty agreement. We cannot accept a return on this product as it is well past our return policy and the manufacturer is not authorizing it. The Customer service team.

This Customers complaint has been resolved.The Customer Service Team

Hello,So sorry there have been problems with your machine.  At this point your machine has been thoroughly tested and video was sent to you via email with the testing results.  Your machine is ready to go and there should be no extra charges to your account as your machine was still...

under warranty.  Your machine will be shipped back to you today or tomorrow so you should be receiving an email with the tracking number soon. Sincerely The Customer Service Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Mr. [redacted] was having issues using his new grinder that was purchased.  We are little confused over the complaint of sending him used equipment as this was never discussed in any of the conversations that Customer Service or Technical Support had with him.  He received a new product....

 We NEVER sell refurbished equipment as new and again this was never a complaint with the customer.  At times some grinders take time to dial in and our CS and Tech team responded professionally and truly tried to help this customer with the issues that he was having.  He insisted on a return and agreed two times to our standard return this is very explicit in our policies if there is nothing wrong with the equipment then customer is refunded all monies except for the original shipping.  The grinder was inspected thoroughly and tested in house when received and it was in good working condition.   This customer then filed a charge back for this first grinder before we could issue a credit. On a side note it can take up to two weeks (or 10 business days) for the equipment arrives at our warehouse and the equipment is inspected for a refund.  Once a chargeback is issued the credit card company freezes the account and we are unable to issue the refund while they are reviewing. So even at this point if we wanted to issue a credit for shipping we cannot.The customer then bought the same grinder online  - technical support advised not to order the same grinder. He threatened to do another charge back on this second one - this is the reason that the second grinder was rerouted back to our location.A full credit was issued for the second grinder yesterday.  This may take up to 24-48 hours for this to show on your credit card statement.We do apologize that the first grinder did not work out but as mentioned we did a full inspection of the first grinder once it was received into our technical department and could not find anything wrong with it. Our CS team and Technical team spent a good amount of time trying to analyze the problem with the first grinder and offered great support to this customer.  Sincerely.  The Customer Service Team

Our tech department has worked extensively with this customer and all of his issues have been taken care of.  He has a direct connection to our support staff if any other problems arise.  We are so happy your problem has been resolved. The Customer Service Team

This machine was diagnosed by a company that is not authorized by us and has no knowledge of [redacted] machines.  We will gladly take the machine back under our Buyers Remorse policy and a RMA was issued to you on 8/12/2016 for you to send it back.  As far as we can tell there is nothing...

wrong with this machine but again you did not let our CS tech team talk to you to help diagnose any issues.  Also we cannot issue a refund if you filed a charge back and still have the machine in your possession.  Also the chargeback will not be issued until the machine is shipped back to us.    Looking through our email records you were responded to almost immediately when you sent your requests. This is a wonderful espresso machine and we are sorry that you have any issues with it.  We always suggest that customers call us in front of the machine so that the appropriate Technician can help walk you through any issues.  Sincerely, The CS Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Mr. [redacted],Your machine will be shipped back to you with a new reservoir as this is the only way we can tell if this was the exact problem.  It tested great with the new one.  You will only be charged our flat shipping rate back to you which is $39 the rate for a super-automatic machine....

 Please note our warranty policy below.  Your machine is still covered under warranty and you will not be charged for any new parts or labor.  Sorry if there was any confusion with the quote that was given to you...in was not correct.  How Much Does Warranty Service Cost?If the problem is found to be eligible for warranty service by a technician, the cost of any parts and labor will be covered by Whole Latte Love.For warranty repairs shipped to addresses in the Contiguous United States, the cost of return shipping will be assessed as a flat-rate charge. You are responsible for any costs to ship the product in for service:Semi-Automatic: $29Super-Automatic: $39  [redacted]Prosumer: $49Grinder: $30Portable Machine or Repairable Accessory: $15Sincerely,The Customer Service Team

According to our technician your machine will be tested before it is sent to you. You can email us to contact you with a time that is convenient if you have any problems or concerns. Our techs are available normal business hours and from our records were very persistent and responsible in trying to contact you in a timely manner. We do have specific tests and procedures in place to determine if a machine is not working or if it is user error. As always our goal is to have making delicious espresso and the best experience!The customer service team.

All of our manufacturers have specific ways that they want to handle returns and customer support including warranties.  Jura handles all warranty repairs and determination if a product can be returned. At this point in time your product is covered under warranty by the the manufacturer Jura...

Capresso.  After contacting the manufacturer we were advised that they determined that your product was clogging due user error not due to a product malfunction or defect. If you need customer support with the product use you can contact them during their normal business hours.  We can not accept a return on the grinder based on Jura Capresso's feedback.Sincerely,The Customer Service Team.