Whole Latte Love
Reviews and Complaints

Every shot takes 50-60 seconds, and no crema. Please help!

I bought a Gaggia Classic from Whole Latte Love, they sent me a faulty machine, twice. The first machine was dented so I contacted them for a replacement immediately. It took a whole month to get a replacement. The second machine was also faulty. The pump elbow was leaking inside. It took a while for the leak to become obvious since enough water had to collect inside and escape in a way that was noticeable. This time it should be covered as a warranty repair - sounds okay, but not really.

The machine is basically new, I have managed to get no more than 15 double espresso shots from it. It was faulty on arrival, it just wasn't immediately obvious. I have been trying to get this issue resolved for a month now. I really feel that they have wasted my time creating obstacles for me to get over. Asking for an order number which could only be found on the packing slip because the replacement machine order was not communicated by email (who keeps packing slips?!), Asking me to open up the machine to find where the leak was coming from. Offering to send teflon tape so I could try to repair the leaking joint myself (you have to remove the pump to do this), then changing their minds saying if it can't just be tightened then the pump probably needs replacing.

After wasting my time with all this lark they tell me that they can fix it but shipping is not included in the warranty and that's the largest expense. - it would cost me $80 to ship it to them and back (I have to pay the shipping both ways). After much haggling I managed to get them to organise all the shipping and I paid them for the return shipping.

This purchase has been a lesson for me. I will never spend this amount of money with a company that has such poor returns policy for faulty items.

My advice: buy your espresso machine from reputable company with a respectable returns policy. Whole Latte Love is not such a place.

I bought a refurbished Gaggia Classic from them which looked new when it arrived. Unfortunately the group gasket (portafilter gasket) was way too tight and the portafilter barely fits on.

You have to hold the whole machine really tight and it doesn't go on at all when the machine heats up. When I called,I was told that wear and tear on the gasket wasn't covered by the warranty and I should buy a new gasket for $10. The machine came that way and the service guy on the phone said some gaskets are "machined" incorrectly.

The machine was refurbished and tested by White Latte Love. I've ordered a new gasket but not from them.

I bought a Gaggia last year in December and is still under the 1year warranty. I called to day because my black plastic pannarello wand crack and was wanting to see if it will be replace under the 1year warranty.

Well, turns out they told me they don't warranty the part at first.

Then I asked what does the warranty covers? They told me part and labor. I stay quite because it was obvious that there was a contradiction between my plastic wand cracking and they telling me that the 1year warranty covers parts. After a few seconds of silence, they realized the contradiction and told me to hold on a second.

They speak with someone and then tells me they don't warranty the part because the ONLY way for the plastic wand to break is if you over tighten it. That explains it, the ONLY way for the crack is over tighten, as if the part could not have had any default when it came from the manufacture that get worse and worse over time.

Am in the military and I am a mechanic for aircraft, I know what is over tie and what is not.

Anyway, let this be a warning to anyone that buys from this company and is buying from them because of the warranty (which I did bought from them because of the 1year warranty). If they are trying to blame me for a $12 part, you bet they are going to blame you for even a more expensive part.

I bought a Gaggia last December 2017. In late august 2018 my black plastic pannarello wand cracked so it can not be tighten anymore.

I called in to see if they will send me a new one because it came with a 1year warranty that for parts and labor. To my surprise they first tell me that it is not cover under the warranty. When I ask them then what does the warranty covers they say parts and labor, which then I ask but the wand is part of the machine. Then they tell me that the only way for it to break is if you over tighten the wand.

This is a $12 dollar part and they are just shifting the blame to the customer as user error, without even knowing if the part had issues from the beginning.

All am saying is be careful, because if they are blaming me to not replace a $12 part, I can bet you they will blame you if your machine has a more expensive part that got broken. The warranty is useless.

I ordered a French Press coffee maker last week. Upon receiving the item, it wasn't what I had believed it to be.

I contacted customer service and explained to them my problem. I had requested a prepaid label to return the item. The declined even after I had requested a supervisor. Their website site didn't provide an accurate description of the item, or materials used in the press.

I thought it was fair for them to cover shipping back. I would have gladly ordered another item from them.

The salesperson I spoke to didn't seem interested in my concern.

There are plenty of other coffee places to order equipment from. I'd advise to seek others.

I am throwing my Gaggia Brera Espresso Machine, purchased September 1, 2017, from Whole Lotta Latte, out today. I have been using it happily since it arrived.

I am not new to espresso machines and have had my own at home for 15 or more years, to provide my one cappuccino each morning. All prior espresso machines have been purchased at Starbucks and they were in the $300-plus price range, as I recall. The Gaggia Brera worked great until I returned from a two-week vacation this week, at which time the "coffee" coming from the machine was like tea. I chatted with Mitch online who recommended I look at the maintenance video online and give the machine a cleaning.

Oh, my gosh, I had no idea I had to be a mechanic to own this machine! I called this morning and chatted with the service manager, who was very pleasant and tried to be helpful. I tried what she said to do which was change the setting on the grinder to as large as possible, which I did, and then, run cups and cups through the machine. I called back to report that my husband and I watched as I was doing this and the beans do not appear to be going down the hopper at all.

So, we believe the clog must be near the hopper, not in the part where the grinds run through. The lady I spoke to the second time was not helpful, and as a matter of fact was rude. After getting off the phone and purportedly speaking to the manager, she said I could send it in at my cost and, then, pay $39 to have it sent back; that this is a "maintenance" problem. Whoa, my purchase indicates I have a one-year warranty.

Really, cappuccino is an enjoyable part of my life, and I certainly do not need my espresso machine to be a "stress" in my life.

I will throw out this machine and buy another one from a reputable company, one that doesn't require extensive "maintenance". Be aware of buying anything from Whole Lotta Latte and from purchasing this machine.

Whole latte love made an error and shipped me the wrong machine. They didn't believe me - to rule out that I was some kind of scammer I had to send them a picture.

Then instead of sending me the right machine, they want me to send back the wrong one first. Yuck.

{{redacted}}

Sent them an email asking about a product and noticed the next day they had increased their price for it. No scruples equals no customer WLL!!

My grinder order was lost in the shuffle. They received it and charged me but forgot to ship it out.

I got a note telling me this, and the grinder is now scheduled to arrive long after the website said I'd get it. Snafus happen, I get it. But what was unacceptable was their failure to respond to any of my emails after their note about the screw up. It was a gift, I asked for shipment to be expedited.

Crickets. Decent places make up for their screw ups with--at least--a response and apology.

I ordered through this place wanting to help a small business and expecting better customer service. Sure won't bother trying that next time.