WholeLatteLove.com Reviews 

Spent a few thousand dollars on an espresso machine and grinder a few years ago. The experience was great and I got the machine quickly with everything fine.

As part of my purchase, I received reward points that I was able to convert to Whole Latte Love gift cards. The points had an expiration date, but the gift cards did not. Then, they unilaterally and without notice not only changed their rewards program, but invalidated my gift cards and told me since I didn't use them, I lost them. No expiration date was ever listed for the gift cards.

Then I had to send my machine for service. I was told it needed to be descaled, which would be part of a $125 service. I went online and signed up for the $125 service and paid about $80 to send my machine in for repair. They then sent me an invoice for over $700. The invoice included the $125 service I requested, $200 in labor for the descaling, $132 in parts for the descaling (I'm pretty sure no parts are involved in descaling outside of a little acid), and $272.80 not explained on the invoice. I contacted them, and they said the $272.80 was return freight for my machine, and it could only be shipped via freight because of the weight.

I told them that when I had a warrant issue, I shipped the machine to them via UPS, and they shipped it back to me via UPS. Also, with the current issue, I shipped the machine to them via UPS. The person said the freight availability changes and sometimes UPS is unable to ship machines (!?!?!?!?!) but finally agreed to check with the "shipping manager." I received an e-mail a day later that they would return my machine via UPS at a cost of about $70.

With respect to the inflated estimate, there was clearly some type of misunderstanding, and the person said they would discount the cost of the descaling by 50%. When they sent the revised invoice, they reduced the "parts" for the descaling by 50% from $132 to $66, but left the labor for the descaling at $200. Sick of dealing with their continuous changes and poor business practices, I accepted the revised estimate. I tried to call them and waited on hold for a long time, but then gave up and replied to the e-mail with my credit card information on Thursday.

On Sunday, I got an e-mail from them that said I had not replied to their estimate. I replied to the e-mail to say I had, and hoped they would process my credit card and return my repaired machine.

I still did not hear anything, and tried to call them many times on Monday without success. Turns out the phone number in their most recent e-mail had a couple digits transposed from the prior one and was wrong! I then called the correct number, and waited on hold for 8 minutes before their system said they were just too busy to help me, and asked me to leave a voice mail.

So, that is where I am now. Hoping someone replies to me soon.

The purchase experience was great, but they don't seem able to competently handle support and repair.

I received a defective eureka mignon zero grinder from WLL that had electrical issues out of the box and does not work. I have tried multiple times over the last week to resolve the issue and get a replacement, but I keep getting kicked down the line with customer service and not receiving any real help. I was initially told it would be resolved within 3 business days. Today, after waiting 15 minutes on hold, one customer service person went so far as to tell me it was taken care of and that I would be receiving an email to resolve the issue - I never received anything. I called back after not receiving any email and the next representative told me it was still waiting in the queue. Very confused as to why it takes a week + to approve a replacement or refund and why I was lied to by the customer service rep. I recommend avoiding this company as they are dishonest and unhelpful.

Have buy a lot of products in th store and always had a great experience

Sent my Rancilio Silvia Pro in for a tune-up and was charged $500. After several weeks they shipped it back. The group head was improperly assembled and askew. I contacted them and they told me to fix it myself. I replied to tell them that I didn't feel comfortable with that, which is why I sent it out in the first place. They have not responded.

I love lattes but haven’t been brave enough to go high tech until we moved and have a kitchen with enough counter space to accommodate a bona fide espresso machine. My new next door neighbor is a loyal whole latte love customer and spoke enthusiastically about the customer service so I made the commitment to switch from instant espresso granules and a countertop frother to The Real Deal. With guidance during an online chat with customer service I settled on a synchronika machine and an atomic grinder. Unfortunately there was a manufacturer’s defect with the synchronika. As my neighbor had told me, customer service was great. I called, explained the issue and provided photos and videos. They offered me a whole new machine for no additional cost, which made me especially happy, given we hadn’t discovered the issue until after the initial return window. I also appreciate the abundance of YouTube videos the company posts to help newbie baristas like me learn how to dial in a proper shot. It’s a bit intimidating to learn, frustrating sometimes, but now I’m having fun with it. The ability to schedule tech support or barista calls is a boon as well. Highly recommend.

I ordered the incorrect replacement brew group for my Gaggia Anima Prestige. I contacted Whole Latte Love to return the incorrect part, I was informed there are no returns on parts. The part was $85.00, this will be my last order with Whole Latte Love.

Second major purchase with them and ease of site, delivery and customer service are all top notch.

I purchased a coffee machine for $1,500 and made the payment with a credit card through the company’s platform. Two days later, I received a message stating that my order had been canceled and that I would be refunded. Nothing more.

I contacted the online chat to ask about the reason for the cancellation. The explanation I was given was that there had been a problem with the payment and that they would refund my money. My question is: if there was a problem with the payment, how are you going to issue a refund? Additionally, I can clearly see the charge on my credit card. The response was that someone would send me an email with the reason, and that if I still wanted the product, I should place a new order—this time using PayPal. I do not understand why I should have to use that payment method.

After pointing out that the explanation made no sense and asking them to please look into the problem with my order, I was told that they did not have time, that I should wait for the email, and if I wanted the coffee machine, I should place a new order. Then the agent ended the chat.

Is this really the quality of service you provide to your customers? You cancel my order without informing me of the reason, and when I contact support, I receive an illogical explanation and then have the communication cut off. There are many other platforms that actually care about their customers. It is unfortunate that you do not seem to realize how difficult it is to earn a customer and how easy it is to lose one. For now, I only expect my refund to be processed so that I can put an end to this disappointing experience

Honestly, this company sucks. They're very good at taking your money and getting you to think your not only buying a great product but will get the backing of having awesome support when needed, but its all a lie. For a week now I've been trying to connect with someone from support. The chat wait time was 113 minutes, when I finally get to talk to someone, the person is useless and sends me a link on their support portal ( which I already looked at). You cant get a hold of an email address and whenever I call the wait time is an hour long or their closed.

I purchased an Gaggia Accademia many years ago. I ended up having to replace it on 4/14/2025 of this year with a Gaggia Codorna Prestige. Less than a week later I started having problems with the Milk Dispenser not working properly It would spew steam and some water long before the milk which caused loss of quality of the coffee. After several call I had to send a Video of it. They sent me anew carafe which work for a short time but still never like it should. I tried to call but the wait time was so long. I wanted to send it back and upgrade it to an Accademia and pay the different but was told they would not do that since it was now over 30 days. They seem to try and talk down to you. I was told they would call me back but that never happen. I am now waiting to receive shipping instructions to return it for repairs. Loyal customer be satisfied does not seem to be a priority anymore. Wait time is unbelievable.

If I could give a zero, I would. Same experience as Annie, August 5. Cannot get in touch with a human and their chat support is terrible. I was supposed to receive an authorization number; never did. Today is the 3rd time I have UNSUCCESSFULLY tried to reach them to send back my inoperable Eureka Mignon Magnifico Coffee Grinder before warranty expiration!

So far so good. Great value for the level of me seeing that you do receive however I do not like the being hopper? You have to constantly push the beans down to make sure they get into the grinder. Is there any way to remedy that? Maybe that’s something that needs to be worked on.?

I've ordered from WLL for two decades, and now that it's time for an espresso machine repair, it's impossible to connect with customer service. I just wasted an hour and a half sitting in a chat queue, all while being told my wait would be "less than 8 minutes." Has WLL gotten too big to fail? I highly doubt it! Huge disappointment, as the only reason to order from WLL was the customer service.

I purchased the Profitec Pro 500 with PID back in May 2025 and it stopped working in July. That's only 2 months. You have to schedule phone call 24-72 hours in advance or use the chat within business hours. They sent me an upgraded part. Seems like this machine is known for the static relay failing, which is another frustrating issue. But anyways.. they charge 10$ for shipping this upgraded part. I spent 3 hours trying to set it up and it's still not working. So back to the chat board since there are no phone call appointments on weekends. The tech support person said it looked like I did it right and he isn't sure what's wrong. So now I either have to go out and purchase these troubleshooting items or send in the machine for diagnostic. Good customer service would be to send a replacement when it's only 2 month old. Now I have to wait 4 weeks to ship it back to them for diagnosis and fix the issue and send it back to me.

A little over a year ago, I bought a Profitec Go from WLL. About a week ago, the unit started malfunctioning. Thankfully, support has had my back with extensive troubleshooting! After working with a support rep, Wayne, for 2.5 hours we were able to deduce that the static relay was faulty. Support is shipping me a replacement part at no cost, and provided useful video links throughout the entire troubleshooting process.

Thank you for your dedication to the support process!

They cleaned my Gaggia Classic Pro because it had a clogged solenoid valve and now it’s running like it’s brand new!

Got a Gaggia Velasca Prestige in 2021 which is absolutely awesome machine. Started having flow issues after descaling so jumped on the chat with tech representative Wayne and he was guiding me on how to fix it by flushing the valve from little piece of limescale that gotten in there, took couple of minutes and now its as good as new! Thank you Wayne, stellar service! Fifteen out of ten!

I noticed my coffee cup was not filling to its normal level so I cleaned out grounds around the bottom of the brew group without actually removing the brew group. Then i initiated a de-scaling.

The de-scaling process did not complete properly and the machine would not exit the de-scaling process.

Your video showing how to remove a stuck brew group and clean it properly was awesome. After I cleaned the brew group and initiated a new de-scaling it worked as expected.

It might be useful to point out that during the decaling process no liquid was dispensed thru the coffee dispenser only the wand. Thi would indicate the filter in the brew group was blocked.

In any event your information was awesome and I learned a lot about care and maintenance on this equipment.

I just spoke to Mel and she was amazing! This is a solid and beautiful company that I am a big fan and client, I bought an espresso machine and, was lucky to get mel on the phone for support! WOW!

After over a year of great espresso, I started getting a weird error from my Profitec GO espresso machine and it stopped heating up. After trying to do some research on the issue with no fix, I decided to reach out to Whole Latte Love's technical support via their chat to figure out what was going on.

Wayne provided me with EXCELLENT customer service and information to help me troubleshoot the issue and after a friendly back and forth of questions, trial and error, and his research, my machine was quickly up and running perfectly normal again. I was worried that something may have to be repaired or replaced originally but I'm really glad that it ended up just being some simple steps once the issue was diagnosed.

I'd like to add that my first attempt at purchasing an espresso machine was from Amazon. I opted for a NEW Gaggia Classic Pro but received a used/previously returned machine with water still dripping inside. Their customer service and the entire return/refund process was honestly a complete nightmare and I had to contact my bank to even get my money back.

With that said, I did some research and purchased a machine from Whole Latte Love after coming across their YouTube channel and hearing about them from others online. A big part of why I purchased from them was both their years of experience in the space and their 3 year parts and labor warranty which gave me a lot more peace of mind.

I would absolutely recommend going with Whole Latte Love if you care about the longevity of your machine, amazing customer service, and quality products. I am seriously so happy that my machine is up and running again 😭