WholeLatteLove.com Omdömen 

Buyer beware: Whole Latte Love's "30-day buyer's remorse" refurbished program is a total sham, and their customer service is designed to trap you with defective equipment.
I purchased a refurbished Gaggia Magenta Prestige that was advertised as "gently used" and "tested for like-new performance." Instead, I received a filthy, heavily worn unit manufactured in January 2024 with a completely tattered interior sticker and no user manual.
Worse, the machine was mechanically broken. It severely under-brewed (failing to even hit 1.0" oz" on a standard 1.35" oz" espresso shot) and suffered from a persistent, unfixable "empty puck bin" error that forced me to completely pull apart and wipe down the brew group interior every single time it was used.
When I contacted customer support, the reps gave me useless, scripted answers, claiming the broken shot volumes were "normal." When I opened a tech support ticket with a video proving the puck error, they didn't even look at it—they literally replied by asking me to send a video of the error.
When I demanded a return on this defective machine, they claimed I couldn't do so without "extensive troubleshooting" over "several more phone calls." They fight returns so aggressively you'd think the money was coming out of the reps' personal paychecks. It is entirely clear that their strategy is to string you along until your 30-day window expires so you are stuck with a broken machine.
To avoid getting trapped past the 30-day mark, I chose to cut my losses and pay for the return shipping and restocking fee out of pocket just to get this junk out of my house. Their customer service is predatory and their refurbished items are heavily abused. Stay far away from Whole Latte Love.

Great long time equipment and bean supplier to our family! Would have been a 5 star rating but you should have FREE SHIPPING! Offended by your cheesy minimum free shipping purchase thresholds.

WLL has provided me with excellent customer service repeatedly. As a rookie espresso maker, I've called many times and they've been so friendly and helpful that I now feel like we're besties! I purchased a Profitec Move and they've all been so gracious and respectful in helping me with my questions. But most importantly, when I reported that my machine was malfunctioning in the first month, they called me(!) right away to discuss the problem and determine steps. They emailed some diagnostic steps right away and when I reported the steps didn't correct the problem, they immediately offered to replace the machine. We've had some glitches because the machine is now on preorder but let me tell you, they have gone above and beyond to make me happy. I was offered a full refund and could have purchased from another company, but I'm choosing to stay on team WLL. I'm choosing to wait several weeks for the preorder replacement because everyone at WLL has done such a great job with customer service. I see this as a long-term relationship with WLL because I will need and want products and service over the years. They have earned my trust! Special shoutout to Alyssa from Customer Service, thank you!

I can count on this company for my coffee needs. Helpful and pleasant.

I bought my first home espresso machine from WholeLatteLove in 2004, and it has performed remarkably well until very recently, unfortunately due to my own failure to maintain it properly. All of my children have followed suit over the years and bought espresso machines and grinders from Wholelatte, as well. I have done business with them for over twenty years now and they have consistently provided me and my family with the best service over these many years. Their technical support for homeowner repairs is outstanding. They offer parts at reasonable prices for the many machines that are in use around the world, and have many informative instructional videos in their archives for do-it-yourselfers. I couldn’t recommend them any higher to someone wanting to learn about, repair, or buy a quality espresso machine.

I placed an order for what was supposed to be an "in stock" Bezzera Luce espresso machine on December 20th 2025. I still have not received my order.. Yep.. Over 5 months! Every time I call I'm told it's coming soon, next month, or that they simply have no idea when. But it's always "soon". I went to the website and it appears that it's in stock!? In the right color etc.. I am seriously beginning to believe they have no intention of forfilling my order.
I would be cautious ordering from this company.

You have the beans we like in stock and they are always fresh. Shipping is also great. The support you have on your web site and youtube are very helpful in keeping our machine producing great coffee, which we bought from you. Thank you.

WLL has a fantastic selection of machines and some great videos on how to use them as well as some positive and a few negative attributes to steer you in the right direction. It’s a great way to shop for what you want. I’m giving 4 stars because the customer service for aftermarket has dropped off considerably. You can no longer call in and ask a question. You have to sign up for a video call that takes weeks to set up. The video call is great if you need a full walk through of your machine but sometimes a quick call can be so much better.

Ease of ordering the best espresso machine I've ever had gaggia ev24 pro classic made the best espresso thick like syrup with great flavor nuances so happy with my purchase

Superb Product, fast shipping, high quality service

Quick turnaround on orders. Usually have the coffee beans I like in stock.

I have been buying espresso makers as well as coffee from Whole Latte Love for years. Their products are incredible, tech support is stellar, but most amazing is their customer service.

Fast shipping

Great service and selection! Will definitely be ordering from them again. Highly recommend

Quick shipment

Less than a year after purchasing a new Gaggia Academica from this company, a solenoid failed. Because it was under warranty, I paid close to $200 to ship it to their repair factory in New York. This repair facility is clearly a weak link in the company's operation. They sent the machine back with a broken dial and leaking water. It was impossible to reach them directly to ask for a solution. They do not answer emails. The customer service people are friendly and effective. I had to write the Gaggia North American representative to get any traction. I was then sent a prepaid label to mail it back to the factory, a few weeks later, sent a bill for the repairs. Again, because they do not answer emails, it took phone calls to the customer service groups to get any resolution. The machine was sent back full of coffee grounds. Huge disappointment and would not buy or use them again.

Not sure i have confidence in this company. Half the time i get competency from them. They send me wrong information about servicing my machine, have to waste time and call them back. I also never heard back from them on a pricing mistake on their website, and I stopped waiting, they lost a $3,000 purchase from me. They really need to train their staff to follow up w/ someone trying to purchase high end equipment. I decided to go somewhere else with more focus on the customer.

**Título:** `DECEPTIVE PRACTICES: UPDATE: THEY ARE LYING ABOUT CALL RECORDINGS! ORDER #WL834412US
UPDATE MARCH 4th: Sales Manager Alysa Hammond is now LYING, claiming they called me and have a 'recording' of a call that never happened. My phone logs show ZERO calls from them. They are fabricating evidence to justify canceling my order while holding my funds for two different machines. This is a total scam. DO NOT TRUST THEM!"

`Avoid Whole Latte Love if you are an international customer or traveling to the border. They sold me a machine they didn't have in stock, held my funds for TWO separate orders (Lelit and Profitec), and lied about a resolution. Their agent 'Emma' promised a manager would call me at 9:48 AM to fix their inventory error. Instead of a call, they just sent an automated cancellation for $733.68 USD at 11:37 AM. Now I am at the border (Calexico) with no machine and my money tied up in their system. This is a 'Bait-and-Switch' tactic. They take your payment for 'In Stock' items and then cancel days later without a real solution. I have filed a formal complaint with the BBB and I'm initiating a Chargeback with my bank. Extremely unprofessional and untrustworthy!`

I rarely leave negative reviews, and I truly hate complaining, but I’m writing this because I think other coffee lovers deserve the full picture.

I’m a long-time Whole Latte Love customer and a serious home espresso person. My first “real” machine was a Rancilio Silvia I bought from Whole Latte Love around 2001/2002 and it is still running today. That history is exactly why I felt comfortable investing in a premium machine from them again.

Fast forward to my Profitec 500 PID, purchased about 18 months ago and still under warranty when the issue came up. I expected warranty support to be inconvenient at worst, but manageable and fair. Instead, I was told I needed to pay roughly $120 for a packaging kit (a cardboard box and foam inserts), and then about $400 to ship the machine to their repair team in Rochester. At that point, the warranty became unrealistic to use. Paying hundreds of dollars just to access warranty repair on a relatively new, top-tier machine is hard to justify.

What made this worse was the lack of coordination. I spoke with several genuinely kind people on the phone who sounded like they wanted to help and said they would escalate to managers, but nothing changed. Email communication also felt fragmented, with multiple people and departments not clearly aligned. Mark was helpful in diagnosing the problem and even sent a video, but the link he provided for the needed part was sold out, leaving me stuck. Juli was also kind and tried to help, and I even gave feedback that it would be basic courtesy for emails to be signed with a name so customers know who they’re speaking with.

In the end, I had to fix the machine myself with a friend by replacing the solid-state relay (ordered from another supplier). It’s working now, but I should not have to DIY a warranty-era repair after being quoted hundreds in shipping and fees.

To be clear: the individuals I spoke with were polite and decent. My disappointment is with the warranty process and pricing structure. I care about the coffee community (I’ve lived in Rochester and love that area), and I wanted to keep supporting this company. Unfortunately, this experience cost me confidence and trust.

If you’re considering buying a premium machine here, ask very directly about warranty shipping costs, packaging fees, and parts availability upfront.

(Review posted by a real customer and coffee lover who genuinely wished he didn’t have to write this.)

I have bought a few things from this group. Rocket Espresso machine. Grinders. Small parts. Service is terrible. Slow to respond, if they respond at all. They are happy to take your money but they have no interest in addressing any problems. Buy your coffee gear somewhere else.