The company's response stated "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 I followed to the detail and beyond in proper cleaning and grinding procedure The clogging and non-operation was NOT a result of my not following their procedure
Dear Mr [redacted] ,As of yesterday Sept15, 2015, you submitted a claim to UPS as your order has been stuck in Mesquite TX since 9/ You were advised that a claim is pending with UPS and they typically take up to days to investigate the order and trace it Normally it does not take days and the order is resolved and sent on its way to you as soon as it is foundWe also keep track of the order and get notifications of what is happening and will notify you as soon as we hear anything from UPS If it is not found after the day period we re-ship the order to you or issue a refund per your request If you have any further questions please let us know.The customer service team
This machine was leaking due to a bad steam valve It was replaced by the customer a year ago and apparently the problem was not solved so the machine was sent in under the extended warranty offered by Gaggia When our tech department inspected the machine it was noted that the machine was leaking due to a bad steam valve it had nothing to do with the boiler But the boiler was showing signs of pitting this was not caused by the cleaner that was used, it can be caused by several different things including the alkalinity of the water If anything the cleaner formula that was changed two years ago would have left scale in the boiler which was not seen, this is the reason that we no longer recommend that cleaner it just does not do the descaling that we like to see with our machines.When machines are brought in to our facility we do a full point inspection not dependent on the problem that the customer is seeing, so when the boiler was inspected and not up to par we replaced it for the customerThis again is a part covered under the second year of the warranty The cost of the warranty during the second year is $plus shipping This covers parts and labor in its entirety The customer did an excellent job of maintaining his machine but there are parts that can suffer some wear during the course of two years this is a great reason to have the warranty in place Please see this link covering warranty repairshttp://www.wholelattelove.com/pages/terms-repairs.At this point in time no refund is due to the customer.Thank you.The Customer Service Team
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]
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/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 requestsThis 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 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 productHe 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 matchHe did not do his job as when I called back to purchase they said my account had NO notes on itI spent minutes on the phone looking at espresso machines with him and we narrowed it down to twoHowever 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 anythingI asked for a store credit or discount to my next purchase to make up for the purchase Regards, [redacted]
They told me that the Machine was not defective so I would have to pay shipping The machine back to themIt cost me $The machine was leaking even after the machine was turned off for a day
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 resolvedThe Customer Service Team
[redacted] should be all set she was refunded for the parts and was actually sent and has received a new machine (I just confirmed that with my CS manager)
Again we are sorry that this did not resolve your complaint but you must deal with Jura on all warranty issues including returnsJura spoke to us and unfortunately confirmed that the grinder was not defectiveIf a repair or replacement is needed only Jura Caoressi authorizes this under their warranty agreementWe cannot accept a return on this product as it is well past our return policy and the manufacturer is not authorizing itThe Customer service team
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.The consumer contacted Revdex.com today and stated that she has not heard back regarding her refund for the parts She also stated that she was told on occasions that the machine would be shipped back She stated she spoke with them yesterday and they do not know what the status is on her machine She would like an answer.Regards, [redacted]
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 soonSincerely The Customer Service Team
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 should not have to wait a total of four weeks (order placed on 9/6/15) in order to receive my order. Regards, [redacted]
Hello ***, Please add this comment letter to the case number # [redacted] I was waiting on additional technical information which I did not receive in the allotted 5-day response period When you called last week, I was out of town, hence the delay Without the assistance from the Upstate NY Revdex.com, I am confident this matter would never have been resolved Thanks, [redacted] ###-###-#### The case was eventually closed to my satisfaction The Salzman Group (dba Whole Latte Love) repaired my Gaggia Classic espresso machine They originally charged me $for labor despite the promised extended warranty and they required I pay the shipping They denied that the damage was caused by their recommendation of an incompatible and highly corrosive cleaner which they recommended to their customers and sold to meIt was only after I filed my complaint with the Revdex.com of Upstate New York, and after I rejected the company's initial response to the complaint, that a technical service manager from Whole Latte Love telephoned me He agreed to refund the disputed $labor and shipping charges.He explained that the boiler in my espresso machine had indeed been corroded (as opposed to the previous explanation of scale buildup) and he attributed it to a "change in formulation" of the cleaner his company had recommended and sold to its customers of Gaggia Classic machines Since the company's credibility at this point was so poor, I emailed the manufacturer of the cleaner (Urnex Corp.) and they responded in writing that the formulation of their Cleancaf product had not been changed at all during this time period This represents more misinformation and misdirection from the management of The Salzman Group and Whole Latte Love.While I was satisfied with the refunds they eventually approved, it is clear to me the company is not honest with their customers They gave me widely differing and contradictory details on the damage and the cause, obviously to minimize their liability and warranty cost Much of the information they later acknowledged was clearly inaccurate Only after I refused to accept their initial explanations and filed a complaint with the Revdex.com of Upstate New York did they admit the cleaner they recommended had damaged my machine, but then tried to pass off the responsibility to the manufacturer of the cleaner which again proved to be a misrepresentationI expect there are hundreds of other customers whose espresso machines with aluminum boilers were damaged and their policy is to avoid any responsibility Hopefully they will find the details of this Revdex.com complaint helpful
The BBB process was... fantastic.Within 1 day of submitting the complaint to the BBB the company contacted us. Over the next week, through multiple emails, the issue was resolved to our satisfaction. If possible, please change the outcome to reflect our satisfaction with the process. Thank you, [redacted] ***
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 returnedAt 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 defectIf you need customer support with the product use you can contact them during their business hours We can not accept a return on the grinder based on Jura Capresso's feedback.Sincerely,The Customer Service Team
According to our technician your machine will be tested before it is sent to youYou can email us to contact you with a time that is convenient if you have any problems or concernsOur techs are available business hours and from our records were very persistent and responsible in trying to contact you in a timely mannerWe do have specific tests and procedures in place to determine if a machine is not working or if it is user errorAs always our goal is to have making delicious espresso and the best experience!The customer service team
To our Valued Customer,After reviewing your file your machine is still covered under warranty Under our policies you are responsible for shipping the machine back to the repair center, with a reputable carrier such as UPS You reported that you were having a problem with the water filter on 9/and that was resolved however we do not have any record of a power button problem until 11/so your machine is not illegible for a return at this time Our customer service representative has taken extensive notes on your issue and has done a wonderful job in communicating with youYour warranty repair should be covered under our policy except for the shipping costOur Technical Supervisor sent you an email to please contact her to set up the repair Please contact her Monday to discuss your issue and if you have any questions about the warranty repair service.Order [redacted] Purchased 9/8/15First reported water filter issue: 9/14.Power button issue reported 11/18/15Sincerely,The Customer Service Team
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 creditOn a side note it can take up to two weeks (or 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 reviewingSo 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 grinderHe 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-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 itOur 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
The company's response stated "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 I followed to the detail and beyond in proper cleaning and grinding procedure The clogging and non-operation was NOT a result of my not following their procedure
Dear Mr [redacted] ,As of yesterday Sept15, 2015, you submitted a claim to UPS as your order has been stuck in Mesquite TX since 9/ You were advised that a claim is pending with UPS and they typically take up to days to investigate the order and trace it Normally it does not take days and the order is resolved and sent on its way to you as soon as it is foundWe also keep track of the order and get notifications of what is happening and will notify you as soon as we hear anything from UPS If it is not found after the day period we re-ship the order to you or issue a refund per your request If you have any further questions please let us know.The customer service team
This machine was leaking due to a bad steam valve It was replaced by the customer a year ago and apparently the problem was not solved so the machine was sent in under the extended warranty offered by Gaggia When our tech department inspected the machine it was noted that the machine was leaking due to a bad steam valve it had nothing to do with the boiler But the boiler was showing signs of pitting this was not caused by the cleaner that was used, it can be caused by several different things including the alkalinity of the water If anything the cleaner formula that was changed two years ago would have left scale in the boiler which was not seen, this is the reason that we no longer recommend that cleaner it just does not do the descaling that we like to see with our machines.When machines are brought in to our facility we do a full point inspection not dependent on the problem that the customer is seeing, so when the boiler was inspected and not up to par we replaced it for the customerThis again is a part covered under the second year of the warranty The cost of the warranty during the second year is $plus shipping This covers parts and labor in its entirety The customer did an excellent job of maintaining his machine but there are parts that can suffer some wear during the course of two years this is a great reason to have the warranty in place Please see this link covering warranty repairshttp://www.wholelattelove.com/pages/terms-repairs.At this point in time no refund is due to the customer.Thank you.The Customer Service Team
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]
This Customers complaint 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/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 requestsThis 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 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 productHe 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 matchHe did not do his job as when I called back to purchase they said my account had NO notes on itI spent minutes on the phone looking at espresso machines with him and we narrowed it down to twoHowever 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 anythingI asked for a store credit or discount to my next purchase to make up for the purchase Regards, [redacted]
They told me that the Machine was not defective so I would have to pay shipping The machine back to themIt cost me $The machine was leaking even after the machine was turned off for a day
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 resolvedThe Customer Service Team
[redacted] should be all set she was refunded for the parts and was actually sent and has received a new machine (I just confirmed that with my CS manager)
Again we are sorry that this did not resolve your complaint but you must deal with Jura on all warranty issues including returnsJura spoke to us and unfortunately confirmed that the grinder was not defectiveIf a repair or replacement is needed only Jura Caoressi authorizes this under their warranty agreementWe cannot accept a return on this product as it is well past our return policy and the manufacturer is not authorizing itThe Customer service team
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.The consumer contacted Revdex.com today and stated that she has not heard back regarding her refund for the parts She also stated that she was told on occasions that the machine would be shipped back She stated she spoke with them yesterday and they do not know what the status is on her machine She would like an answer.Regards, [redacted]
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 soonSincerely The Customer Service Team
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 should not have to wait a total of four weeks (order placed on 9/6/15) in order to receive my order. Regards, [redacted]
Hello ***, Please add this comment letter to the case number # [redacted] I was waiting on additional technical information which I did not receive in the allotted 5-day response period When you called last week, I was out of town, hence the delay Without the assistance from the Upstate NY Revdex.com, I am confident this matter would never have been resolved Thanks, [redacted] ###-###-#### The case was eventually closed to my satisfaction The Salzman Group (dba Whole Latte Love) repaired my Gaggia Classic espresso machine They originally charged me $for labor despite the promised extended warranty and they required I pay the shipping They denied that the damage was caused by their recommendation of an incompatible and highly corrosive cleaner which they recommended to their customers and sold to meIt was only after I filed my complaint with the Revdex.com of Upstate New York, and after I rejected the company's initial response to the complaint, that a technical service manager from Whole Latte Love telephoned me He agreed to refund the disputed $labor and shipping charges.He explained that the boiler in my espresso machine had indeed been corroded (as opposed to the previous explanation of scale buildup) and he attributed it to a "change in formulation" of the cleaner his company had recommended and sold to its customers of Gaggia Classic machines Since the company's credibility at this point was so poor, I emailed the manufacturer of the cleaner (Urnex Corp.) and they responded in writing that the formulation of their Cleancaf product had not been changed at all during this time period This represents more misinformation and misdirection from the management of The Salzman Group and Whole Latte Love.While I was satisfied with the refunds they eventually approved, it is clear to me the company is not honest with their customers They gave me widely differing and contradictory details on the damage and the cause, obviously to minimize their liability and warranty cost Much of the information they later acknowledged was clearly inaccurate Only after I refused to accept their initial explanations and filed a complaint with the Revdex.com of Upstate New York did they admit the cleaner they recommended had damaged my machine, but then tried to pass off the responsibility to the manufacturer of the cleaner which again proved to be a misrepresentationI expect there are hundreds of other customers whose espresso machines with aluminum boilers were damaged and their policy is to avoid any responsibility Hopefully they will find the details of this Revdex.com complaint helpful
The BBB process was... fantastic.Within 1 day of submitting the complaint to the BBB the company contacted us. Over the next week, through multiple emails, the issue was resolved to our satisfaction. If possible, please change the outcome to reflect our satisfaction with the process. Thank you, [redacted] ***
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 returnedAt 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 defectIf you need customer support with the product use you can contact them during their business hours We can not accept a return on the grinder based on Jura Capresso's feedback.Sincerely,The Customer Service Team
According to our technician your machine will be tested before it is sent to youYou can email us to contact you with a time that is convenient if you have any problems or concernsOur techs are available business hours and from our records were very persistent and responsible in trying to contact you in a timely mannerWe do have specific tests and procedures in place to determine if a machine is not working or if it is user errorAs always our goal is to have making delicious espresso and the best experience!The customer service team
To our Valued Customer,After reviewing your file your machine is still covered under warranty Under our policies you are responsible for shipping the machine back to the repair center, with a reputable carrier such as UPS You reported that you were having a problem with the water filter on 9/and that was resolved however we do not have any record of a power button problem until 11/so your machine is not illegible for a return at this time Our customer service representative has taken extensive notes on your issue and has done a wonderful job in communicating with youYour warranty repair should be covered under our policy except for the shipping costOur Technical Supervisor sent you an email to please contact her to set up the repair Please contact her Monday to discuss your issue and if you have any questions about the warranty repair service.Order [redacted] Purchased 9/8/15First reported water filter issue: 9/14.Power button issue reported 11/18/15Sincerely,The Customer Service Team
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 creditOn a side note it can take up to two weeks (or 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 reviewingSo 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 grinderHe 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-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 itOur 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