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:03/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Clive Coffee sold me a damaged Espresso Machine (high end professional grade machine $3,200.00) as a new machine online. I received it and immediately noticed physical damage, as well as functional damage. I contacted Clive Coffee. They told me to disassemble the machine, take it apart myself, use a hammer to bang on the machine in a certain internal section and then reassemble the machine. I told them I'm not trained, educated or familiar enough with this to do so. I didn't feel safe doing this and I felt this was a very abnormal request. I asked for them to please just replace the machine, naturally. They kept dismissing me. I reached out the manufacturer who is based out of *******. They were very concerned and asked me to please get back in touch with Clive Coffee and reattempt. I did so. Clive continued to evade my asks for help. I tried to dispute the charge via my credit card. Clive coffee called my employer (they must have looked me up online) and complained to them about this. Very damaging professionally and on top of me being the customer and victim in this case. It was very agressive and criminal feeling. They kept evading my asks for help. They finally refused. I'm stuck with a $3,200 machine that doesn't work. This is not a case that offers "close" reinterpretation or misinterpretation. This is as blatent as it sounds in this message. I want to return this to them for a full refund. I'm outraged! This can't be tolerated. This is not safe to society or consumer public and I'm being wrongfully taken unlawfully of $3200. I need to return this to them for a new functioning product at a minimum - I'll be happy with that. But a refund, as said, would be my preference and return of the damaged machine they sent me.

• Initial Complaint

  Date:07/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought the Espresso Coffee machine Lucca A53 (order ******) dated May, 27 2023. 1) After 3 days of usage I saw a technical problem with machine and open ticket dated dated 6/7/23. I explained the details of automatic turn off the machine during the warm up.2) I submitted 2 videos where volumetric sensor is working with 10% mistake. Same grind, same coffe, it gives 44 grams and 48 grams.3) I tested same process without coffee( for water only) and provided results with inconsistent weight 4) I also found pressure is not reaching 9 bars, only 7.5 bars when I get 36 grams of coffe with ***** seconds. And I really cannot understand major inconsistency in all work. Also vibration for gauge arrow stopped after incident described in 1)As a results, I decide to return the machine because I cannot make good espresso at all, and every new cup of coffee show inconsistent results. I tried to follow logic not to make many changes each time, watch many videos to follow all instructions. Clive Coffee company charged me 10% restocking fee. I consider that is not fair because: - Technical support team confirms the strange behavior of not controlling flow in correct manner.- Sales people (on phone) did not explain me about 10% restocking fee - The information about restocking fee is hidden, not on product page, on on main term and condition, but on extra link on web page(attached screen1). - The general web description on machine shows pre-infusion module as part of machine, but my machine came without pre-infusion module and I found on separate page the pre-infusion module should be purchased separately.(attached screen2). - If I know all this conditions, I will never buy this product from them. I require a 10% refund for this purchase.