Whole Latte Love

I recently bought the Gaggia classic pro in blue with a custom blackened oak *** and portafilter handle. My handle originally came cracked and I never used it while the rest of my products I received in expected conditions.

The first phone call I made with customer service I spent 30 mins on hold and talking with a representative about replacing my portafilter handle. This representative creates a ticket and I would follow up by email. About 10 days later, Ive never received a follow up email and then connect with a representative via live chat regarding the status of my return. I spend another 30 mins to learn a ticket was never created from my first phone call even though I received a ticket number in my email, and over the course of a couple days emailing back and forth with the same representative to be gaslit by this representative and the warehouse saying my portafilter handle cant be replaced and these are grain lines from the wood due to the machining process.

This crack on my handle was from the top to the bottom of the handle and you can clearly see the crack on the bottom is AGAINST the grain line and this crack is much thicker than the grain lines, its not smooth and the wood isnt even leveled with the other side of the crack. Finally I call customer service for the 3rd time, spending another 30 mins on the phone talking with somebody who agrees that they see a crack on the handle in the provided photos and sends a free replacement. I spent a total of at least an hour and a half and some days emailing in between of my time trying to get a replacement portafilter handle for what seemed like pulling teeth.

I love my products, hate the customer service. I spent $650 and 1.5 hours collectively on the phone to learn that I will not recommend whole latte love unless to an enemy solely based on their customer service.

The gaggia products and custom portafilter handles can be bought elsewhere and the customer service from other companies will probably treat you better. From my personal experience, you have a 1 out of 3 chance to have a customer representative who can actually resolve a situation without gaslighting you.

These products are not cheap and thats why I was so persistent about having a replacement handle. If you would like to spend $650 for a quality espresso machine here with customer service that makes you feel degrading, this is your best option.

I bought 2 Breras 5 months apart. One was for my apartment and one for my house.

The first one worked well but the second one never produced decent espresso, probably because it has always dropped a large amount of fresh ground coffee through a gap between the funnel and the brew chamber. I complained to WLL at the time but I was told it was user error and had the auto calibration explained to me. This went on and on while the machine was under warranty. I did not compare my two Brera brew groups until only recently.

It was then that I discovered that the one doesn't have a large gap. I tried it in my machine that has always dumped coffee outside the brew chamber and the machine worked fine. So I know it is the brew group that has been defective all along. I began a series of emails on March 26 with WLL trying to get someone to understand that I paid for a machine that has never worked as it should have and worse than that, when I complained, I was gaslighted and told I didnt know what I was doing.

So more than 2 years of wasted coffee beans, weak brew, and frustration. I have spent tens of thousands of dollars with WLL over the last few decades. I expect to be treated like a valued customer, not a bug to be squashed. I contacted Gaggia North America and perhaps they will try to help...who knows?

Anyway...it is very strange that I received an email for request 462917 asking how I would rate the support I received. And when I checked that I was unsatisfied it would not process further but said, "The request is now closed." I've been hearing that WLL's service had gotten really bad, but this is ridiculous!!

I ordered a Rocket Apartmento and it did not work. I paid almost $1800 for it.

I called customer service and it took over 1 month to get a response in which they said they would send a replacement part. I then waited another 4-6 weeks and when the part arrived, I was told to join a Zoom meeting so the technician could tell me how to fix the machine. This took several hours and it was not successful. He said they sent me the wrong part.

Then another month goes by and another part is sent. They tried to instruct me on how to fix it, but it did not work. They said I must pay for shipping to send the machine back which is approximately $200, and then I would have to pay for a diagnostic fee ($45). The last email said they will decide, after inspecting it, if the warranty covers the issue and it will take approximately 4-6 weeks.

The machine has never worked. They should send me another machine or refund me, but they said no. Read the small print about the parts and labor warranty and make sure you look at reviews that are not company sponsored. We are in the coffee business and made a huge mistake by trusting this company.

They knew the machine was faulty during the Zoom call with the technician, but still refused to replace the machine.

We are attempting to make a fraud claim now through the credit card company. Spread the word that this is not a reputable company and they do not honor warranties.

Do not buy Gaggia cadorna machines from this seller, they are the fiat of coffee machines. I bought a new machine 3 yrs ago and is broken, no warranty of course conveniently ran out at 2 yrs, Whole latte love can't figure out what's wrong over the phone, they don't pay for shipping to and from their service center, suggested a part to buy $125 over the phone, no refunds if it does not work, same issue now with a brand new part in the hole, all this will cost me $500 to repair possibly + the cost of this machine.

So no supervisor call like someone mentioned here.

I even contacted Gaggia USA and they too do not respond. Stay away from this seller and this brand.

I feel stupid that I got duped by Whole Latte Love. Their site is really sharp and they fulfilment is top notch.

That being said, I ordered a refurbished Jura E6 with model denoted as NAA. This model is the same as the one listed as new on their site. Upon setting up, I found out that I actually received an older model (prior to 2023). The model numbers of their refurbished and new item are the same.

They only take support through a ticket system and have not responded after 3 days. I hate to go through the credit card company for this but they are leaving me no choice.

Use them for coffee subscriptions but DO NOT buy equipment. I should have read these reviews beforehand.

I ordered a Gaggia Anima in December 2023 and it worked well and still does. However, one of the parts (the spout) which should be adjustable in height, just slips to the lowest level so that when using a taller cup, I have to hold it up when it should stay up on its own.

I contacted customer (dis)service and was told that it was normal wear and tear!

After 2 months??? I was told I could order a new part ($16.95) plus shipping or I could use a piece of black electrical tape to "widen" the slots so the spout will stay up.

When I questioned the fact that this part and machine was just 2 months old I was told a supervisor would get back to me. After 10 days and still no word, I am writing this review to warn people off of Whole Latte Love.