WholeLatteLove.com Reviews 

Great sales experience.

Bought a few things, including a Bezzera Matrix DE Duo espresso machine. I wish they would have told me some of the nuances about the machine that I confirmed everyone has when searching the internet like:

- The digital water gauge is all over the place and just doesn't work accurately.
- It is a double boiler. They say only configure it to use both at the same time if you have a dedicated 20-amp outlet, which I do. But what they don't tell you until after you buy it and it breaks is you really don't want to enable that, anyway, because the control board can't handle it over time. So they say just don't enable the dual boiler. When you say, "Wait, I bought a double order and followed the directions, the machine should be able to do this," they say go ahead and enable it- you'll be ok after all. This is after the machine fried once. Someone on YouTube has a video where he uses a solder gone to alter the control board to take the voltage, but I'm not that good with electronics.
- It has a timer to turn on automatically, which is great. But using the timer disables the feature that automatically shuts the machine off after a certain amount of time. What?
- The temperature gauge shows the temperature as the boilers heat up. Until it goes into sleep mode. Then it only shows the temperature it is trying to get to.

So those were annoyances. But then, after I bought it, a couple other things:

- I earned over $100 in reward "points" from my purchase that were going to expire, but I was able to use those "points" to purchase "gift cards" which did not list an expiration date. When I went back to use the gift cards like a year or so later, they didn't work. Their response was they changed their reward program to not issue gift cards any more so the gift cards were cancelled, and it's been too long, and my points expired. No, I bought "gift cards" with my points that you disabled/decided not to honor any more!
- The only way to get support recently was to schedule a 15-minute video session. The person was nice but not super-knowledgeable. He sent me a follow-up e-mail and said I could reply with additional questions. I replied twice trying to get clarification on the seals I needed to order (since their website has a variety), and no response.

So, they were helpful, I got a good price, and the equipment was shipped promptly and worked out well. However, the integrity and follow-up service leave some things to be desired.

I was looking for a replacement part for my machine that had broken. It was not available/sold out on the site. Customer service directed me to an alternative site to get one ASAP. This is the best customer service and company I have worked with over the years. I will continue to make purchases from them always. If you were looking for a machine on their site, but somehow find it cheaper from an alternative place, I would still recommend that you purchase from whole latte love…. Their customer service is that good and their company is that good.

This was the best customer experience ever. I told my colleagues all morning to make their next coffee purchase from Whole Latte Love. This is because of how wonderful Stephen was at helping us. First, he helped with the issue at hand and got our machine running again. Then, he provided expert consulting regarding how to use our machine to get the best coffee. We are so impressed! Cheers to Stephen and WLL!

Truly an excellent company - from sales to service. I bought my machine 6 years ago from them (huge selection of amazing models and great prices, by the way), and when my machine was having a mechanical issue recently, I realized WLL offers free virtual service video calls. I spoke with Stephen who was incredibly knowledgeable and helpful, and gave me lots of suggestions of things to try. AND he promptly followed up with an email filled with helpful links, parts, and other guidance. I’m truly impressed by the end to end quality and service this company brings. Thank you. :)

Stephen walked me through a diagnosis over zoom and gave me troubleshooting advice including sending along helpful videos that allowed me to make repairs on own. Now my Profitec is working again!

Great insight on why a pressure gauge on E61 may not be working and helpful resources on how to test and potentially fix without having to pack and ship. Thanks WLL!

I have ordered from whole latte love for over three decades, I’ve always ordered gaggia super automatic machines. I’ve never had a problem with the particular machine I buy or the service, which I’ve never needed. However today is a different day. The machine is horrible. I received it on a Saturday and Thursday. I called wanting to return it. Although the gentleman was very nice and set me up with a barista, I could not use this another day. The frother is the most high-pitched, ear piercing sound ever. I wanted to return the machine and upgrade to one that was almost $2000 more than the $1400 I paid. However, this customer service person repeated words from a script,” I understand, yes, I understand,” and informed me that to return the machine there is a 15% restocking fee, they would send a packing slip however packing and packaging is my responsibility financially, which ended up being almost another hundred dollars. Furious, dissatisfied 100%, will never purchase from this company ever again. I have purchased that upgrade machine from another company. Beware before you buy!!!

Spencer was very patient and did his best to resolve my issues with the Solis espresso maker. But the solution was not obvious. Trying to get to the pump is not easy at all. After removing all the wires and hoses, it became apparent that all looked good (no rust or worn parts that were obvious) and there is no replacement parts that I could order. I went on ebay and there is no pump I could order so easier to take the machine to our local shop that takes equipment such as this one. But Spencer did his best and between the two of us, i determined that it was just best to replace the machine with a new one. Many thanks.

Excellent selection of products. Deep expertise. Fantastic customer service. Fair pricing. Can't ask for more.

First of all, I wish I had done my research before ordering from them. There is a lot of negative feedback about them in the espresso subreddit.

I wanted to get a Gaggia Classic Pro e24 and unfortunately these guys are the only retailer in the US that sells it. I could have gotten an older model on Amazon which I now wish i would have done or picked another machine from a more trustworthy retailer.

I dropped $700 between 2 orders where I bought an espresso machine, an upgraded tamper and a filtration pitcher that has a built in light that alerts you when the filter needs to be changed. i did a lot of research and wanted to protect my machine from water damage by getting some sort of filtering system. I went with the $70 pitcher which was actually the more expensive option but I wanted the built in light to alert me when it was time to change the filter, a key selling point if you read the description.

When I got the pitcher, I couldn’t get the back of the piece that is supposed to light up open in order to insert the battery. The directions are junk, the piece is incredibly cheap and it is so difficult to remove the back where the battery gets inserted. I reached out by chat about 3 times before someone finally got back to me.

The person who got back to me sent a video showing how to insert the battery (which is ridiculous, the video shows him struggling to get it off with a MASSIVE screwdriver that is not standard). I finally managed to get it open and the battery inserted but it didn’t work. No light came on. I responded and explained how it didn't work as advertised and asked if they could send me another small piece that is supposed to light up so I could get the pitcher to work as advertised. Crickets. Days later, I emailed them again. No response.

I kept getting emails to review their product so I did just that. I gave the pitcher 1 star because it is cheap and does not work as advertised. I also mentioned that I was ghosted by their rep. Someone else got back to me as a direct result of that review WHICH WAS NEVER PUBLISHED, BY THE WAY. THEY COMPLETELY FILTER OUT ANY NEGATIVE REVIEWS. This is so shady. A reputable company publishes all reviews good or bad. I have been doing marketing for years and the only companies that hide negative reviews are the ones that lack ethics.

I responded to that person and forwarded her the thread from the other rep and explained that the pitcher did not work as advertised and once again I was ghosted! I followed up a second time. NOTHING.

Maybe they consider a small light on a $70 pitcher to not be a big deal and not worthy of response but the fact is that I paid for it and it does not work as advertised AND I also bought an espresso machine and an upgraded tamper worth about $700. I was also about to upgrade my grinder from them, order more accessories and considering subscribing for beans but after such a terrible experience, I won't drop another cent on this company.

It is very difficult to get help if something goes wrong and when they do respond, they will ultimately not help you if the product is broken. God forbid if the espresso machine broke (and there are horror stories on reddit). It is such bad practice to ghost customers and if you search the espresso subreddit, you will see that they have a habit of this.

Tim was super helpful in figuring out what the issue was with my new machine. I was so impressed with the detailed videos and step-by-step assistance to getting me back brewing right away. Great customer experience.

Tim was able to diagnose the problem with my Gaggia Anima Prestige and explained the very simple solution was the need to replace a broken O-ring. I had used O-rings from the hardware store that weren't exactly the right size, but once I purchased the Gaggia maintenance kit, I was able to replace the part and the machine worked perfectly.

This is the first time I had a disappointing experience with WLL's support. Unfortunately it seems like I was chatting with a supervisor which makes it even more surprising. Out of respect to the individual and just because I love WLL and their support team, I will not mention the person's name. But here's what happened: A few months ago I bought an ECM machine, after having Rocket Appartamento for more than 4 years. After about 2 months, I started experiencing the portafilter's basket being stuck in the brew head. So, whenever I want to pull a shot, I need to struggle with the portafilter and the basket to get it out properly. Recently it has become completely unbearable, so I reached out to WLL. The first support rep, Sage, was very helpful and offered some troubleshooting advices, and we agreed I tried them out and come back with my findings. Unfortunately the troubleshooting didn't work and I got back to support asking for further next steps. This time, the support rep (the supervisor) claimed the following:
1. The Rocket and the ECM are different machines so the fact it didn't happen with the Rocket is irrelevant. I find this claim strange since these two machines have the same brew head (E61)
2. A basket stuck in the brewhead is very common, and you just need to deal with it. I cannot think of any coffee lover that won't faint by hearing such a sentence (ok maybe I'm exaggerating but I'm sure you get it)
To make things even more annoying, when I provided facts like “this doesn’t happen with an old portafilter of mine, and neither if I use an old basket with the ECM’s portafilter” didn’t seem to matter to the rep. I ended the chat very frustrated.
To prove my point, I ordered a new basket from Amazon, and it has been working flawlessly since. Unfortunately it’s not the exact equivalent to the ECM’s, so the coffee experience is worse.
I believe all it took to make it right from WLL is to simply send another basket, as it is mostly the problem. It can probably be part of the warranty since this is clearly a defective part.

I got great advice when my Gaggia Cordona Prestige quit making foam. I sent a chat describing my problem and Tim Sent me an email back with a roadmap on how to fix the machine. We also scheduled a call and Tim told me to descale the machine several times. If that didn't work, replace the carafe. After descaling the machine twice, I made a beautiful Latte Macchiato with gorgeous foam. Its now making great drinks and we love our Cordona Prestige again.

Returning customer here and like always a great experience when shopping at WLL. Recently purchased a grinder and the team was very helpful and kind. Thanks, to Zack for helping me.

My Profitec 700 developed an intermitten electric fault.
Over a period of several weeks I worked with a technician named Stephen via email. He identified the problem, then sent the correct replacement part.
I could not be happier with Whole Latte love and there support staff.

I've purchased three coffee machines from WLL over the years and their after-sales service is always top-notch. Everyone who has answered a Q or provided repair support - whether in warranty or out - has been great: Amy, Brian, Steve, Shawna, Tim. Their pricing is competitive, shipping is fast, and the beans are so fresh too.

A huge thank you to Whole Latte Love, especially Tim, for their exceptional technical support with prosumer espresso machines. Tim's expertise was invaluable in diagnosing and resolving the issues with my ECM Synchronika, and I particularly appreciate him taking the time to educate me on the intricacies of pressure, temperature, and the machine's inner workings."

I reached out to Tim in Technical Support at Whole Latte Love to guide me through resolving clogged spouts of my Gaggia Anima Prestige coffee machine. Tim went above and beyond to guide me through and I got the issue resolved.

I had an outstanding experience with two WLL team members - Nick and Amy. My machine arrived at WLL for a repair and unfortunately it was damaged during shipping. Both were very patient with me while I dealt with the shipper and provided support that was above and beyond what would normally be expected. I appreciate all the help, thanks again!