Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/01/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this coffee machine from Terra Kaffee on March 23rd, 2023 for $894.09. One month later on April 7, 2023, I had to reach out to them to get support because the ****** unit was not working properly. I was able to get the machine working again. Then the next month on May 17, 2023, I had to reach out to them again to fix this machine. The machine as of today still does not work, even after them sending me a replacement part. For paying $894.04 for a product, this many problems ahould not be ongoing.

  Customer Answer

  Date: 06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved at this time. They have agreed to refund me $700.00 and I am to return the coffee machine to them. At this time, I am awaiting to receive their packaging so that I can return the machine. 

  I expect to receive the refund once they have received the machine. I will keep you posted, if any further issues arise once they have received the machine and do not honor the agreement, and do not refund the $700.00.

  
  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:04/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a Terra Kaffe espresso machine last December as a Christmas present from my girlfriend. This product retails for over $800. I have been experiencing issues with the milk foaming and heating feature for lattes and cappuccinos. I expected to be able to contact the manufacturer that sold my girlfriend the product. When I called they did not actually give a way to receive phone support as their marketing suggests. Instead their phone system directed me to request support via their website. I provided the order number from my girlfriends purchase as directed in their form. After submitting the issue their system stated I would receive a communication within 3 hours. Over three days later now and I have still not received any response. No email, no call, and no mail response. I have exhausted all self help remedies on their website. I do not feel comfortable with further disassembling the product without appropriate direction from the manufacturer.

  Business Response

  Date: 04/21/2023

  This customer reached out to us on April 18, 2023 at 11:32am, and we responded on April 18, 2023 at 1:33pm. We asked several questions in the email response for further information, and we also provided some troubleshooting steps, but the customer has not yet responded to our email. We look forward to further assisting this customer if he answers our email. Regarding phone support, we happily call back all customers who leave us voicemails asking for a call, but this customer did not leave a voicemail or call request. 

  Customer Answer

  Date: 04/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  THERE WAS NO OPPORTUNITY TO LEAVE A MESSAGE FOR A CALL BACK WHEN I CALLED. The businesss system told me to use their automated system TO SEND AN ELECTRONIC TEXT COMMUNICATION INSTEAD. The trouble shooting methods suggested in their email are already suggested on their website and have not solved the problem. I need them to call me. I do not have the email any longer. So expecting me to respond to the email is redundant and pig headed. This product is advertised and marketed as having phone support and is one of the most expensive products of all others that have the same capabilities. They need to respond by calling me, period. Their response to the better business bureau complaint stating they call back customers who leave them a voicemail is gas lighting and that theyll respond to me when I send back an email is not getting anything done about the issues with this product purchased less than 6 months ago and well within their warranty even amounts to a breach of their warranty.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 04/27/2023

  We are still awaiting a reply to our April 18 email to this customer.

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My partner and I bought a Terrakaffe TK-01 Espresso Machine on Feb 13th, 2023 for a total of $991.18 which includes the purchase of an extended warranty of 1 year of $100. On or around the end of March (about 40 days after having the machine), we used the machine with ***** ********* coffee beans. They are not entirely whole coffee beans and they are also very much NOT ground coffee beans. This machine has a place for whole beans or ground beans. We thought it safer and more appropriate to put in the whole beans section which has a grinder, since it would take whole beans or anything less than ground and make them ground to make coffee. It worked and coffee was made. About a day or two later, the machine stopped working. My partner called them and they tried troubleshooting by phone with the idea of rice. It did not fix it. Their solution was to send it back with a flat rate fee of $250 claiming this was outside the warranty for user error. I have been emailing with them since April 5th by email and on ******** and they are unwilling to replace, refund, return, fix the machine without getting a payment of $250 saying this machine was not meant for beans like this. This fails to meet the warranty of implied merchantability. The implied warranty of merchantability is a merchant's basic promise that the goods sold will do what they are supposed to do and that there is nothing significantly wrong with them. In other words, it is an implied promise that the goods are fit to be sold. Using coffee beans in a coffee machine that has a coffee grinder should be able to work with coffee beans and this is not user error that should cost us $250 to fix it. We would like this fixed under our warranty that we paid extra for, or would like to return the product.

  Business Response

  Date: 04/10/2023

  Hi there, according to this customer, the beans put into the machine were frozen - our manual explicitly states to use ONLY whole, room temperature beans in the grinder, as anything else will damage the machine. We confirmed with a photo that the beans used were NOT whole beans and were stuck together in chunks. Given this machine malfunction was entirely user error and directly contrary to what the manual instructs, Terra Kaffe cannot be held liable for the machine failure and the warranty is void. As such, we offered the customer the opportunity to have the machine repaired with an out-of-warranty repair package.