Compare Seattle Coffee Gear vs Whole Latte Love

"Speaking with Nick -- It was the easiest ordering process ever and very informative on the machine itself. "

"I bought an open box espresso machine and they took my mo why and said would send out soon. I waited a week and no email. If it is open box you have the product onsite. I contacted them and complained. They said oh your order was cancelled. We can’t see why but just reorder and try paying through PayPal and it will work better likely. Oh and your money will be refunded in a few days. I said why would PayPal work better. You took my money and had it for a week and just didn’t deliver on the product! I’m not paying you again for no service. They couldn’t tell me anything! Poor customer service and just a bad company to deal with! Avoid them!"

"Bought a machine from them, received it in about 3 days. Awesome. followed the start up guide, and when I went to use the machine the alarm bells went off. I followed their videos on their sight, and found that there was a screw in the grinder that destroyed the grinder. bummer, so excited to use the machine. Filed a tech report that night. Called in the next day mid day because no one got to me. emailed photos of everything, (screw is still jammed in there and ceramics of grinder are broken). Tech guys immediately said not my fault, and they would issue a return and ship me out a new one immediately after I drop the return off at UPS.
No email or anything came that day or the next, so I called in.. Sat on the phone with a very nice woman from New York as she was trying to get me a return label. After 45 minutes of us sitting and chatting on my lunch break, nothing doing, she said, I will follow up and get it emailed to you. Well I am 5 days removed from the whole process and nothing has come to me. I look on Amazon (don't want to support them if I can help competition stay alive) and it is 50$ cheaper and I know the return would be seamless. Wth? is up with whole latte love and their policies. Something about accounting has to approve it or something.
1st the tech said the issue I emailed about wasn't even opened, so no one had even looked at it. 2nd I can't get the darn return tag so I have a $500 machine sitting here that needs to be replaced. In the end I bet another week will pass. So frustrating and they close at 4 or something, so it is hard to get in touch during the work day and wait on the phone etc. I guess Amazon it is.
UPDATE: Monday, I submit another ticket and I reopen the one they labeled solved in my account. I asked for help. I called (they were not answering phones on Monday according to a message) and so I received a response that I would get a label by the end of day. I received it at 1.30pm, dropped off my machine (which they said would then get my new machine mailed) to UPS. It is Tuesday afternoon and I have received no shipping notices or anything as of this point. We will see? I will wait till tomorrow before following up.
Update: Shipped Wednesday night, should be here.
Thoughts on the process. There was truly zero outreach or organization by Whole Latte Love. The best way to communicate is online through their help icon. I am upping the stars to give them a modicum of understanding, but in the customer service world, their should be a better system of how is this going to happen and what is the easiest way to get it done. From what the agent told me while on hold with her (she was great, we talked about how her daughter started caddying at the PGA Course nearby) she was waiting on accounting to approve the UPS return label... WTH?? Seems like the system should be more streamlined, and exactly how this works should be told to the customer, as we are trusting hundreds of dollars to be out there in the ether of the internet and follow through is lost in big companies.

Thank you Whole Latte Love for following through on your word.

1 last thing I learned. The return process of buying one of these units could be expensive for you. You risk yourself buying online, having to pay for the return shipping if you decide to return with them. So look closely at the size of the unit, does if fit under your cabinets, does it work with your counter space, etc. This isn't Amazon."