WholeLatteLove.com Reviews 

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 😭

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!