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:05/09/2025

  Type:Product 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 received the wrong products. The company has agreed to return and refund me in writing. However, after doing so they have stopped communicating with me and refuse to send a return label.

  Business Response

  Date: 06/24/2025

  Good afternoon,We sincerely apologize for the confusion and any frustration this situation has caused.Our records show that the correct item was sent based on the order placed; however, as a courtesy, I personally called and left the customer a voicemail on March 24, 2025, offering to make an exception to our standard policy—which states we do not accept returns or exchanges on accessories or parts—and allow a return if the customer no longer wanted the item.I just attempted to contact the customer again to reiterate our sincere apologies for the miscommunication. We understand that a chargeback was filed and has since been accepted. As a result, the customer has already received a full refund of $146.20 through their credit card provider.Given that the refund has been processed and we are not requesting the product be returned, we consider this matter resolved. We wish the customer all the best and remain available should there be any further questions or concerns.Sincerely, Megan V***

  Customer Answer

  Date: 06/24/2025

  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. 
  
  
  
  Regards,
  
  
  
  *********** *******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:04/17/2025

  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.

  I purchased my **** coffee machine December 6, 2023. I paid $1799 for this machine. Whole latte love had a two year warranty on it. The machine started leaking water and would not brew a cup of coffee while still under warranty by several months. They first told me to save shipping, they would send me the parts for repairing the machine, the parts they sent me were not what broke. I then spent $126 several weeks ago to ship to whole latte love to repair under warranty. After waiting five weeks, I contacted them upon notice from UPS that they had delivered the machine. They told me they could not find the machine for a period of time. Upon finding the machine, they told me that they would evaluate the problem and then let me know what under warranty resolution they would do. I called on Monday for the next few weeks to be told they hadn’t gotten to it yet on third Monday I called and the person on the phone told me that I wasn’t going to speed it up calling. I’ve then complained to their customer service department, who then apologized about the rude remarks but couldn’t do anything about the inactivity of my problem,. Another week has gone by and I’m now lodging a complaint with a Better Business Bureau. I not only spent the original price, but then added shipping two whole latte love for repair, all the while I’ve been without my machine for a substantial amount of time with no resolution. I want my machine repaired, or a new machine, or my money back.

  Business Response

  Date: 04/18/2025

  Good afternoon,We sincerely apologize for the delay and the frustration the customer experienced during the repair process. After reviewing the situation, we can confirm that we will not be charging the customer for the repair or for shipping the machine back to them.To ensure this is resolved quickly, I personally spoke with a senior repair technician who is prioritizing getting the repair boxed and shipped. The machine will be shipped  out to the customer no later than Monday, 4/21/25.We are very sorry for the inconvenience and communication issues the customer encountered. We appreciate the opportunity to address this and are committed to making sure the customer receives their machine promptly.Sincerely,***** ****

• Initial Complaint

  Date:04/15/2025

  Type:Product 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 am filing this complaint against Whole Latte Love regarding their
  mishandling and denial of a dispute I submitted for a
  defective and misrepresented espresso machine purchased
  from Whole Latte Love. Despite providing clear evidence
  that the item was not new, arrived incomplete, and was
  defective, **** denied my claim without offering a valid
  explanation. This reflects a failure in ****** consumer
  protection and dispute resolution processes. Details of the
  Issue: On February 17th, I received an espresso machine
  sold (which I paid $1,814.70) as “new,” but it arrived in
  unacceptable condition: (1) Not New: The machine had
  condensation inside the wrapping and on its body—clear
  signs of prior use or improper repackaging. I submitted
  photographic evidence as part of my dispute. Missing Parts:
  The portafilter and drip tray, essential components to
  working the machine shown in product listings, were
  missing. Photos showed the compartment where they
  should have been was empty. (2) Defective: The machine
  immediately leaked water from the base immediately upon
  powering on, creating a safety hazard and rendering it
  unusable. (3) Unreasonable Return Policy: The seller
  demanded over $100 in restocking fees and $350+ in
  return shipping—nearly $500 just to return a defective item.
  All of this was presented to **** in the dispute. My claim
  and appeal were both denied. Why This Reflects Poor
  Practice by ****: **** failed to protect me as a consumer.
  They ignored or dismissed clear evidence and placed the
  entire burden on me, leaving me without a working product
  and out over $1,800. No accountability was applied to the
  merchant for delivering a faulty and misrepresented
  product. What I Am Seeking: I am asking for a full refund
  based on the fact that the item was defective, incomplete,
  and misrepresented, and that returning it should not come
  at my financial expense. I acted in good faith, and I believe
  **** failed in their obligation to do the same in handling my
  case.

  Business Response

  Date: 04/18/2025

  Good afternoon,Thank you for the opportunity to respond to the customers concerns regarding their order.We want to first confirm that the customer currently still has the espresso machine in their possession. While we understand the customer's bank (****) declined their chargeback dispute, Whole Latte Love is committed to customer satisfaction and is taking steps to resolve this matter directly.As a courtesy, we are sending a prepaid return shipping label to the customer by Monday, April 21, 2025, so the machine can be returned to us. Once we receive the machine back at our facility, we will make an exception to our standard return policy and issue a full refund to the original method of payment.To clarify the history of communication and support provided:Upon receiving the customer's initial chat inquiry, our technical team identified that the issue reported (water leaking from the machine) was likely due to the boiler drain valve being open — a normal setup step that needs to be closed when first operating the machine. We immediately emailed the customer instructions on how to close the valve and eliminate the leaking. At no point did the customer notify us that parts were missing from the shipment. Had we been made aware, we would have promptly resolved any concerns regarding missing components.  The customer automatically issued a chargeback and we were not aware of any issues at that time.Additionally, our team called and left the customer a voicemail explaining the situation and requesting that they either reply to our email or call back so we could assist further.Unfortunately, we did not receive any responses to these emails or voicemails. The only interaction from the customer was the one chat session where they disconnected before we were able to reply.We are committed to resolving this in good faith - we will be providing a prepaid return label on Monday and offering a full refund upon receipt of the machine, we hope to conclude this matter to the customer’s satisfaction.We appreciate the opportunity to address this and remain available for any further questions.Sincerely,***** ****

  Business Response

  Date: 04/25/2025

  I personally just called the customer today and left a voicemail message to address their concerns directly. In that voicemail, I also provided my direct contact extension should they have any further questions or require additional assistance.To clarify, the return shipping label was created and emailed to the customer on the same day as our original response to the BBB. It’s possible the email may have been filtered or missed, so I am attaching that same return label to this response and resending it directly to the customer's email again for convenience.As previously stated, once we receive the machine back, we will promptly issue a full refund in accordance with our return policy.We are committed to resolving this matter as smoothly and fairly as possible, and we welcome the opportunity to assist the customer further.Sincerely,***** *

• Initial Complaint

  Date:03/07/2025

  Type:Product 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 ordered a super Auto coffee maker from this company. It was delivered January 17th. Due to issues with the machine, on January 29th, I tried to reach their technical service by the the chat on their website. I spoke to an agent who promised to connect me to technical services with a follow-up email. That email was never received. I called the following week and spoke to a representative who promised an email response. I expressed concern that I wanted to return the machine and I was afraid the window was closing. They assured me that going through the technical services was better for me as a return would be free. I never received the bottle of email they promised.
  
  I called again, finally received a follow-up email and responded to it. I never received a follow-up to that email, so I reached out to Gary salzman, the CEO, who, while skeptical that I was being ignored connected me with Wayne from technical services. Wayne took my information and serial number over the phone and asked me to send him video so he could process a replacement. He sent me an email to which I responded with videos. A few days later he sent me an email asking for the videos again. I reached out via phone and he confirmed he had received the emails via a separate system. They appear to be migrating customer service functions and had lost my email thread. He then confirmed he received my videos and the process for replacement had been started on February 28th. I reached out via email to get an update on this. On March 5th. It appears their email system is again losing our emails due to their migration. Their phone tree no longer has the option to reach technical services. I spoke to a customer rep who advised me I have to restart my plane ticket, for a fifth time. It appears they are trying to not honor their warranty or provide any sort of replacement or refund. No one is monitoring existing tickets and there is absolutely no way to reach them. There is no response to emails and the phone

  Business Response

  Date: 03/07/2025

  I wanted to provide an update regarding the complaint submitted. I personally spoke with the customer to apologize for the inconvenience and delays with handling the processing of his replacement order.Our technical lead has since finalized the replacement order, and it is scheduled to ship on Monday. I will personally follow up with the customer to confirm once the order has shipped. Additionally, the customer has my direct contact information should he need to reach out for any reason.Please let us know if any further information is required.Thank you,Megan V***

• Initial Complaint

  Date:01/14/2025

  Type:Product 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.

  Semi-automatic maintenance package was not performed. This package includes but is not limited to gasket replacement and cleaning. I was charged for this package. I have requested a refund over the phone but it was denied. I sent an email so that the denial would be in writing and no one has responded to my email. It is worth noting that WholeLatteLove's position and commentary to me on this matter has been quite fluid. Either way, I did not get what I paid for.
  
  Since I noted the issue with the maintenance package to the vendor, I have now noticed that a plastic lip which helps keep the top lid locked in place, is missing. Why is this? How is this going to be resolved? This was either removed by the vendor to facilitate access to the switch or it was accidentally knocked off.
  
  I have tried through numerous emails and phone calls to resolve these issues. The time I have spent on hold or speaking to a Customer Service Agent or Technical Support Agent exceeds 4 hours.
  
  The following documents are relevant, and WholeLatteLove has these in their system. I can upload these to BBB if requested but I believe that the vendor and I have a common understanding of what transpired, but have different opinions on how to resolve the issues.
  
  1) Email from Vendor acknowledging that they did not perform the preventive maintenance work.
  2) Photos within the emails above, which I sent to the vendor, which shows that the gasket was not replaced and that the machine was not cleaned.
  3) Photo sent today showing the missing black plastic lip which keeps the top lid securely in place.

  Business Response

  Date: 01/16/2025

  Good afternoon,

  Our team has reviewed the complaint and apologize for the situation and apologize it was not resolved with our support team. We have refunded the customer $79.00.

   

  Thank you,

  *****

  Customer Answer

  Date: 01/16/2025

  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 pending the transaction/refund clearing. 
  
  
  
  Regards,
  
  
  
  *** **********
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/13/2024

  Type:Product 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.

  Purchased ***** 37S. Screen went out and was replaced under warranty. This issue is a known problem on this grinder.
  
  The replacement screen also failed. However the company tech told me since the replacement failed outside of the 30 day warranty, it wasn't covered. From my perspective, my defective screen was replaced with another defective screen. Therefore I didn't get an acceptable replacement, since they just gave me another defective screen. This is a known problem of defective screens when I researched this issue on the internet.
  
  I tried to resolve it with the tech, and escalated to the tech lead who told me the above which was unacceptable. I asked him to escalate it and he refused, which is why I am bringing it up here.
  
  I believe I should receive a part that works, not one that fails the same way the first one did.

  Business Response

  Date: 06/17/2024

  Thank you for sharing your concerns through the Better Business Bureau. We apologize that your issue wasn't escalated to our leadership team earlier and appreciate the opportunity to address it now.We apologize for any inconvenience regarding the screen of your ***** 37S grinder. Here is a summary of the relevant details:Purchase Details: The ***** 37S grinder was purchased on October 6, 2018, under order number *******.Initial Contact: You contacted us on June 25, 2020, regarding a display issue. We provided a replacement screen on July 2, 2020, under order number *******.Warranty Coverage: The grinder's original warranty expired on October 6, 2020, two years after purchase. The replacement screen was covered by a 30-day warranty.The replacement screen, provided in July 2020, was under warranty for 30 days. We typically do not extend warranty coverage beyond this period, as it aligns with our standard policy and your machine is now almost 6 years old. I have made an exception and will be happy to send out a replacement screen at no cost. Please contact me directly at ###-###-#### or ************************ and I will be happy to verify your shipping address and get the replacement warranty part shipped out.Sincerely,Megan V***ControllerWhole Latte ****************************

  Customer Answer

  Date: 06/17/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/30/2024

  Type:Product 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 purchased a ****** ******* ******** espresso machine form this company on March 9, 2004. The coffee bean hopper was broken. I read online reviews about their poor customer service (which I should have done before purchasing from them,) so decided to just purchase a new one which would be quicker and easier. In early May, the milk carafe stopped working. I took it apart as directed to clean and found two broken parts! Went to the website and neither the parts nor the carafe are available. The carafe has had three delivery date, the first two have past and still no carafe. They continue to sell new machines, so they have the carafe, they just refuse to sell them to people who have already bought the machine. I now have an $900 paperweight. I have contacted Whole Latte Love, no response. I left a review which they refused to publish. I have contacted ****** three times and have been told to contact Whole Latte Love. I want a milk carafe NOW or I want a new machine or I want my money back. Thank you!

  Business Response

  Date: 05/31/2024

  I personally reached out to the customer today at 1pm and spoke with her to apologize about the delay with the part she was waiting on. I explained that I contacted our warehouse manager to obtain the specific part from one of our new machines to send to her and expedited shipping since the out of stock parts were still in transit from the manufacturer. The customer thanked me and let me know she was going to contact the BBB to confirm she is happy with the resolution. 

• Initial Complaint

  Date:12/27/2023

  Type:Service or Repair 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.

  On October 16th, 2023 I began a repair ticket for my **** espresso machine with Whole Latte Love.
  On December 8th, 2023 I received my repair for the initial issue. When I unpacked the box, the machine was broken. I immediately sent photos on December 8th. I was told it was an issue with the shipping company UPS. It was not as the outer and inner box showed no damage. I suspect the foam packing material was over pressurized and the blew the temperate gauge back into the body of the machine and to the left. There may be other damages as well. I went through the UPS claims process, which they bumped it back to Whole Latte Love because the damage had nothing to do with the boxes being crushed or mishandled.
  I followed up various phone calls and emails to Whole Latte Love. On December 20th, I sent a video to a woman named Deema. We also spoke on the phone. Today on December 27th we spoke on the phone and exchanged emails. The company is offering that I repair the machine myself with their video chat in addition to a fee that I pay. This is unacceptable for many reasons. One being they over pressurized the packing of the machine, they are responsible. Resolution-- I want the company to send me a prepaid UPS shipping label and repair the machine and check for further damages at no cost to me, then ship it back at no cost. If this is too difficult I would like them to replace the machine they broke with a new machine, the same exact m***l, for the same price value which I purchased of $1,700.
  I do have a very detailed video, which is too large to send if you should like further images to help the resolution of this case.
  Thank you for your help,
  Rose ***

  Business Response

  Date: 12/29/2023

  The customer initially sent their machine to us
  for repair, which we completed successfully and returned to them.
  Unfortunately, the machine was damaged during transit by the shipping carrier.
  We offered the customer a solution where they could fix the damage themselves,
  with a replacement part provided by us and guided assistance via a video call.
  The customer chose not to accept this option.
  
  Understanding the customer's concerns, we issued a no-cost return label for the
  machine to be sent back to our facility for a priority repair. The tracking
  number ****************** shows that the machine will arrive at our repair center on Thursday, January
  4th. Upon receipt, we will conduct a priority repair and expedite the machine's
  return to the customer.
  
  We regret the inconvenience caused to the customer due to circumstances beyond
  our control and are committed to ensuring their complete satisfaction with our
  services. We believe our actions demonstrate our dedication to customer service
  and our willingness to go above and beyond to rectify issues that arise, even
  when they are caused by external factors.

  Business Response

  Date: 01/02/2024

  Good afternoon,
  
  After reviewing the details
  of Ms. ***** complaint and her subsequent communication, we acknowledge her
  concerns and are committed to resolving the matter to her satisfaction.
  
  Repair
  Costs: We agree to pay in full for the repair of Ms. ***** machine. We
  understand the inconvenience caused and are committed to ensuring that her
  machine is repaired.
  
  Shipping
  Costs: Additionally, we will cover the costs of shipping the repaired
  machine back to Ms. ***. We recognize the importance of a hassle-free
  resolution for our customers and are dedicated to providing this service
  at no additional cost to her.
  We are committed to the highest standards of customer
  service and regret any inconvenience this situation has caused to Ms. ***. We
  appreciate the BBB's assistance in facilitating this communication and are
  dedicated to resolving this matter promptly and satisfactorily.
  
  Should you require any further information or clarification,
  please do not hesitate to contact us.
  
  Sincerely,

  Megan V***

  Customer Answer

  Date: 01/02/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** ***
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/25/2023

  Type:Product 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.

  Found ******** *** *** espresso machine in a powered off state after powering it on. Opened the cover to find an electrical connector so badly melted that it exposed bare wire. This machine is 10 months old, but it's now an extreme fire hazard. I want this machine to be replaced, as an undetected fault in a repair could lead to my house burning down.
  
  Order #: **********

  Business Response

  Date: 11/28/2023

  Hello, We have reached out and resolved with the customer. Best regards, Whole Latte Love

  Customer Answer

  Date: 11/29/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This issue is not resolved yet. I have determined to allow them to review my faulty unit, but it has yet to be determined if the outcome will be satisfactory. 
  
  Regards, 
  
  ****** *******

  Business Response

  Date: 12/12/2023

  Hello, We have been in contact with customer and sending boxes for the return shipment to our facility.   Our technicians will be evaluating the machine for repair or replacement. Best regards, Whole Latte Love

• Initial Complaint

  Date:10/04/2023

  Type:Product 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 have attempted to get a return started and they just keep giving me the run around. The machine does not work properly and I can’t seem to get a hold of anyone who will process my return. Feels like a scam.

  Business Response

  Date: 10/05/2023

  We have reached out to the customer and provided a resolution. Best regards, Whole Latte Love