Whole Latte Love

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.

We are very simple people. We like good coffee.

We bought a good machine and grinder from WLL, which had problems from day 1. Of course we purchased a full 4-year warranty as well. We emailed Whole Latte Love about our issues, and got back a reply with a link to a youtube video on how to fix it. I purcheased a full warranty so I won't have to deal with these kind of things.

I emailed back saying that it is not gonna work and I shipped the machine for a repair. I was told the machine was damaged on arrival and I have to get UPS to pay for the fix. I was then charged for WARRANTY USAGE by Whole Latte Love(?!?!?!). After maybe 20 emails back and forth I decided to dispute the charge.

The service level was very bad, and the reps were evil (except for technical support - they were great). I would never use them, they managed to complicate a very simple transaction. I obviously told all my friends and clients to never use them as well.

Advice to other business owners: Own your mistakes, show sympathy, and understand that your end user barely has time to ship your damaged product back (huge inconvenience) let alone watch videos to repair a new machine himself. Very disappointed.