WholeLatteLove.com Reviews 

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!

Quick and clear help from Sage, highly appreciated. Previous interactions with this company were also very good!

Tim in Tech Support (a) called me at the exact scheduled time which (b) was just a few minutes after I went to the WLL site looking for help and (c) helped me solve the two problems that were preventing me from brewing coffee and (d) sent notes both before and after the call.

The technician I chatted with on a holiday was excellent. He helped me troubleshoot a problem and directed me to assembly diagrams. He provided videos for disassembling and answered all of my questions. He also reassured me that they would be available if I needed to return for further clarification. I trust WLL.

I had issues with heating and reached out to their technical online support. What an incredible support team. It turned out to be a electrical part they did nit have in stock. To get me up and running they were able to get one out of their system stock! On top of that they were able to cover the part under warranty. Sage was remarkable in knowledge and timeline responses. So happy I purchased my Bezzerra BZ13 with Whole Latte Love! They are truly a top company!

I received a machine that had an issue from the manufacturer, and WLL showed up and coached me through home repair trials, gave me instructions to send it back, and then when it was repairable, did it and took videos to show me that it had been completed to spec. Wayne, Nick, and the customer service staff were helpful, professional, were willing to do a full replacement to make me whole after the frustration with the manufacturer's QC issues. Overall, in a non-ideal situation, WholeLatteLove were a good vendor to have gone through, and expedited the return of the machine to me so I could get my caffeine fix quickly!