Seattle Coffee Gear Reviews

I ordered the diletta mio and then got an email saying it was out of stock and wouldn't be available for three months. I called to see if they could send me a different model that was about a hundred dollars more expensive and maybe give me a match on the price since they didn't mention it was backordered. The staff member basically shut me down immediately and was rude about it, claiming it was marked as backordered on the website. I had the website pulled up while she was talking and there was absolutely nothing saying that. I ended up buying a breville oracle from a different retailer instead.

Over the past decade I've bought three machines from this company, and I want to talk about some issues. First, there's the thing with their sales promotions. I signed up for text alerts and got weekly messages about deals on super automatic espresso machines. The problem? The Jura and Breville models I was looking at were shown on the sale pages, but then buried in the fine print it said those brands weren't actually part of the sale. That's pretty confusing marketing. After going back and forth with customer service multiple times, I eventually got the discount applied to the Jura E8 I wanted, and I have to say it's an excellent machine. The reps were apologetic about the mix-up, but someone over in their marketing department really needs to fix this so machines featured in a sale are actually included in that sale.

I had a really frustrating experience with this store's customer service. I sent four separate emails and was promised a call back from someone there, but I never heard anything back. Their phone line also had huge wait times, easily ten minutes or more. On top of that, their website made the buying process confusing and my order went to the wrong address. I called them right away that same day but they couldn't help and wouldn't take responsibility. If you're thinking about ordering online from them, I'd suggest finding somewhere else.

I ordered a case of whole bean espresso and got an order confirmation email but nothing else after that. A week passed with zero updates. I tried calling and kept getting an automated message about my position in the queue, but eventually they'd just disconnect. Every time I'd call back I'd end up further back in line. This went on for several attempts. Finally on about my fifth call, someone picked up and told me the item was out of stock for at least several more weeks. They offered me my money back which I took. The whole experience was pretty terrible honestly, with really bad communication and support. Update: Got my refund after that fifth call when someone finally answered.

This company gets one star from me for their customer service problems. I messed up my email when I placed my order, so I called to fix it. The person I spoke with said she'd correct it and send the info again. That never happened. I had to call back and got told by someone else that email addresses just can't be changed. On top of that, several items that showed as in stock weren't actually available. Wasn't happy with any part of this experience. I'm going to stick with buying my coffee from a local shop instead.

The sales people were great, but customer service was the opposite. I bought a Miele super automatic espresso machine and the plastic tab on the water tank broke, so now I can't remove it from the machine. That's where things fell apart. When I tried contacting this company several times about getting the part, it took them weeks to respond each time. They kept saying they didn't have it in stock and wouldn't let me place a backorder. Instead they just sent me a general Miele website link and told me to order it myself. After I tracked down the actual part page, it said I couldn't buy it directly and needed to contact my dealer, which is them. I emailed right back at the order manager and still haven't gotten a response in two weeks. My machine has been broken for over a month now and there's not even a part on order.

I feel like the pricing here is a bit high compared to what you actually get in return.

Don't buy open box products from this retailer. I ordered one that showed up missing several components. The product listing didn't mention that parts would be missing. When I complained, the customer service rep pointed me to a different page they said explained it, which they felt made it okay. The problem is if there are going to be missing parts, especially critical ones, that information needs to be front and center on the product page itself. The rep had an attitude about it and just kept reading from what was on their website rather than actually understanding why clear information on the main product page matters. Open box deals are fine if you know what to expect, but certain parts I couldn't even buy separately since they only come with the machine.

Do not buy open box items from this place. I got one that was supposed to be tested and working perfectly, but it arrived broken. Water was leaking out the bottom. I sent a video showing the problem to their support team and they agreed it was defective. However, they said they didn't have another one to send as a replacement, and I'd have to pack it up and take it to FedEx myself if I wanted a refund. I told them this was unacceptable since they guaranteed it would work. Then their manager basically said open box items come with risk, which doesn't make sense if they're claiming it's tested. It felt like they're okay with selling broken machines. They literally told me I could post about this anywhere I want. They don't actually care about making things right.

I tried ordering an ek43 and they never reached out to me about anything except automated messages. About a week in they cancelled the whole order. I had to be the one calling them since they never bothered to call or email. The person I talked to just kept repeating the same response like they were stuck on repeat: 'Our automated security system cancelled your order.' No attempt to actually help, no call beforehand to confirm anything, and no explanation. When I asked how I'm supposed to actually buy this thing, the rep basically shrugged and said 'Maybe try PayPal, that might work.' It's like they don't even control their own business. Whether you get your order or not is just luck. A three thousand dollar order gets cancelled without any attempt to reach out and confirm? That's wild. The money was already processed and they just gave it back. I only found out it was cancelled because I checked the website wondering what was taking so long. What kind of operation is this? A phone call to verify wouldn't have been hard. This has to be one of the most careless retailers out there.