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2,1
12 reviews
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Dit bedrijf heeft hun klanten niet recentelijk uitgenodigd, dus reviews zijn mogelijk niet representatief
Heeft 12% van zijn negatieve reviews beantwoord
Reageert doorgaans binnen 24 uur
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Sent a cheap non-functioning part that looked nothing like what was on the website. To make matters worse, people on on Reddit are complaining about same issues with the same product over a month ago and they're still selling garbage.
Purchased a silicon hopper set. After recieving the product I noticed that the hopper did not fit into the other part by about 1 cm. Which means it is very unstable. Every movement of the coffee grinder results in the lid falling off.
I immediately wrote an email asking for a solution.
No answer for 2 months by papel espresso and I almost forgot about it. But then I wrote a reminder and got a quick reply stating that their service ends after 2 months after recieving the product and that they are „unable“ to help me. They ignored the fact that my initial email was sent immediately after recieving the product.
They also won‘t publish my negative review on their website. The only one on that product is a positive one …
After back and forth I sent them a screenshot of my initial email and I never heard back from them after that. No matter how often I write them, I am being ignored.
I could not imagine a worse service.
Poor quality products and even worse customer service. Wood set for an espresso machine the steam knob was a different colour to the portafilter handle. The steam knob had a plastic 3d printed connector which melted. Steam wand tip didn’t have the right threads to screw on machine. Company ignored requests to return and then disputed my chargeback! Which I eventually won.
In response to the seller’s reply regarding not knowing of any issues with the steam knob, this email was sent to them on 25.03 at 12:27:
“Hi,
I didn’t hear back from you after my last email.
I’d like to return the entire order please.
The wood on the portafilter handle and the steam knob are significantly different. The image on the website shows them being the same and does not mention that there may be differences.
The steam knob is loose on the spindle of the machine.
The steam tip threads do not match that of the machine’s steam wand. The threads become tight half way through screwing the tip on.
Thanks.”
As you can see, multiple attempts were made to report issues and resolve (another after this one too) but all were ignored, resulting in a successful chargeback which of course is only granted if the payment provider agrees that after investigating, the seller was in the wrong.
Antwoord van Papelespresso
Thank you for the review. We'd like to respond publicly because the description above departs significantly from what is on record in our email correspondence with this customer.
For anyone reading, the documented facts:
• The wooden set is made of genuine walnut. The variation in grain between the portafilter handle and the steam knob is the natural characteristic of real wood, not a colour mismatch or a defect. We explained this in detail in a same-day reply to the customer's first message, and our website notes that each piece carries its own unique grain pattern.
• We did not ignore any return request. The customer's first message was answered the same day, and a return option was offered in line with our return policy.
• The reference to a "plastic 3D printed connector which melted" does not appear anywhere in the customer's emails to us. It was never mentioned during the active correspondence and is being raised here for the first time, after the case had already concluded. Readers can draw their own conclusions about a description that surfaces only after the fact.
• The items were not returned to us at any point. The customer kept the products and opened a chargeback with their card provider. We responded by submitting our complete email records and defending our handling of the case, because we believed it was reasonable and consistent with our policy. The card network ultimately ruled in the customer's favor based on documentation submitted within its own process. We want to be very clear about what that outcome means and what it does not mean: a chargeback decision determines who carries the financial loss — it does not determine who was right. Card networks rule on procedural and documentation grounds within their own framework, not on the underlying merits of a dispute. The fact that money was reversed does not validate the original claims, and presenting it as a victory misrepresents what a chargeback actually is. The end result, in plain terms, is that the customer kept the products and also recovered the purchase amount.
We stand by our products and by how this case was handled. We're a small business that takes care of every order personally, and we would have been more than willing to resolve this through a return had the customer chosen that path. Anyone considering ordering from us is welcome to reach out directly with any questions — we'll be happy to help.
— Papel Espresso
I have sadly had the same horrible experience so many others have had. I did receive ordered products, but both came in damaged boxes and the main product is damaged and unusable. They finally responded and said they would send another one. I have yet to see it and now they don't respond. DO NOT ORDER ANYTHING FROM THIS COMPANY.
This company does not respond to emails and the item I ordered has been in shipping limbo for a month. I am going to report them to the BBB due to their practices; particularly they need to stop taking orders they can’t process or deliver.
Took money but never shipped the products. I went back and forth with them for a month then they stopped responding. Thankfully my bank issued a refund.
Stay away.
No customer support. Totally ghosted me. Tracking number can't be tracked.
Disruptive and incomplete shipments.
Missing products, some reimbursed, others not.
Multiple shipments, Türkiye and China.
Nonexistent support and unresponsive to any questions.
Ordered a steam tip as I couldn’t find it anywhere in my own country. Purchased it on the 21st of July and it just arrived today(30th of July). Everything went smoothly and the communication was great throughout the whole thing.
Would recommend
UPDATE
After my first review the company reach out and promised to send my items and asked for me to change the review. After that complete radio silence again and I have still not received the missing stuff.
The quality also turned out to be bad. The wooden portafilter handle broke after about to months of use.
After
-——————————————————
I originally ordered from their website 1st og May and they quickly withdrew the money from my account. But then nothing happend. I tried to reach out through both Etsy and their email and after awhile I got i contact. They send my package, but when it arrived one item was correct, one was wrong and one was missing. I tried to reach out again, but there has been radio silence ever since. They are higly rated on Etsy, but that is proberbly because they don't get their money if they scam people in there. SO STAY AWAY FROM THEIR WEBSITE! They have no interest in forfilling your order or make shure to pay with PayPal so you can get a refund if they scam you like they did me.
Purchased based on recommendations from a previous customer who had the items I was looking for in Denmark. Papel took money early in August and no tracking number was given and now they have stopped responding to mails in mid November asking for updates on where the items I paid for are.
*Still no further forward in January.
I would not give them any info. There are way too many scam sites these days. If this is a legit site I will withdraw this statement. But Buyer beware!
Address
Unit 121731, PO Box 6945, London, W1A 6US UK
Fikirtepe Mah. Volkan Sokak. Pirlanta Goztepe Sitesi B blk. D1. Kadikoy/Istanbul 34720 Turkey
Information
+44 07365687036
+90 5309418990
Antwoord van Papelespresso
Hello,
Thank you for your feedback. We would like to assure you that our website is entirely legitimate. Since 2023, we have been selling under the name Papel Espresso, and in 2024, we officially established Papel Espresso LLC. Our registered company address is 30 N Gould St Ste N, Sheridan, WY 82801, USA.
We are committed to transparency and customer satisfaction, and we would appreciate it if you could reconsider and kindly remove your comment. Should you have any concerns or questions, feel free to reach out to us at info@papelespresso.com.
Best regards,
Onur / Papel Espresso
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