Galactus Senior Member Joined: 21 Dec 2005 Posts: 9 Location: San Rafael Expertise: Just starting
Posted Tue Jan 17, 2006, 9:24pm Subject: Whole Latte Love: Bad customer service :(
Hi, So I ordered a Gaggia Espresso from Whole Latte Love, and when we got it there was a 1/4 inch+ gap between the top plastic pieces. I took photos of the gap and sent to their customer service, but no reply until I emailed them again.
This was the entirety of their email that was sent on Jan. 11th:
"Your information and pics were forwarded to the rep that files the Damage claims with Fed ex, it does take approximately 24-48 hrs to process."
Well, great, at least they got my email. Haven't heard back from anyone there yet.
I ordered from them to help out this site, but am regretting that decision. Now I need to call...
alsterling Senior Member Joined: 28 Dec 2005 Posts: 656 Location: Dana Point, CA Expertise: I live coffee
Espresso: La Spaziale S1 (Had Expo) Grinder: Macap M4 & Gaggia MDF Vac Pot: Not yet... Drip: Capresso MT-500 & Melitta... Roaster: Hottop Digital
Posted Tue Jan 17, 2006, 11:44pm Subject: Re: Whole Latte Love: Bad customer service :(
Matt:
I took interest with edimagic's customer service issue with the Abreecoffee supplied Expobar Lever with the peeling porta filter. Although two different outfits, they (WLL and Aabree) are owned by the same corp. Although I was serviced well by WLL, I've emailed WLL on a few occasions and always had to call directly. Seems they don't respond to my emails. At least you got an initial response. However, I wonder if it was damage or a factory defect issue? Did the box look damaged when you got it? Heck, they normally double box their shipments. I can't see how anything short of falling out of an airplane would damage the goods without showing the obvious damage on the outer carton. This doesn't make sense?
Galactus Senior Member Joined: 21 Dec 2005 Posts: 9 Location: San Rafael Expertise: Just starting
Posted Wed Jan 18, 2006, 8:24am Subject: Re: Whole Latte Love: Bad customer service :(
No, the box wasn't damaged. I have heard of these plastic Gaggia's having the occasional gap between the plastic, and wondered what WLL's policy was on these.
Posted Wed Jan 18, 2006, 8:46am Subject: Re: Whole Latte Love: Bad customer service :(
Didn't order mine from WLL, but I bought a Gaggia Evolution and the top wasn't seated properly on the piece below it, but was only in the back. I didn't really notice it until recently and it doesn't affect the performance so I just left it. It probably wouldn't be too hard to fix since the panels should sort of lock together to form the shell, and I remember reading about others with the same type of thing on their new Gaggias. Unless it's cracked or damaged it might be easier to try and reseat the top yourself. Shouldn't be that way in the first place but it could be a Gaggia quality control issue. If you're handy it could be an easy fix.
steven_meyer Senior Member Joined: 19 Jul 2003 Posts: 188 Location: San Bruno Expertise: I love coffee
Espresso: ECM Giotto Grinder: Mazzer Mini Roaster: Gene Cafe
Posted Wed Jan 18, 2006, 8:51am Subject: Re: Whole Latte Love: Bad customer service :(
Why not call them? I've always had much better luck talking to someone rather than e-mailing a faceless and voiceless computer that may or not be answered on a timely basis. They do have a 800#so it isn't going to cost you anything to call.
I've had numerous contacts with WLL and always had much better success when I used the telephone vs the few times I used my computer.
bigjoedo Senior Member Joined: 4 Sep 2005 Posts: 208 Location: Ohio Expertise: I live coffee
Espresso: Gaggia Classic, Carezza &... Grinder: Rocky, Maestro Plus,... Drip: Black & Decker Roaster: Hottop Digital & 2- FR8 +
Posted Wed Jan 18, 2006, 11:23am Subject: Re: Whole Latte Love: Bad customer service :(
Galactus,
I had some shipping problems around Christmas with WLL. I would call them at: (888) 411-5282 and ask to talk to a manager Mark Jackson, he was able to get the problem straightened out.
Posted Fri Jan 20, 2006, 11:36am Subject: Re: Whole Latte Love: Bad customer service :(
steven_meyer Said:
Why not call them? I've always had much better luck talking to someone rather than e-mailing a faceless and voiceless computer that may or not be answered on a timely basis. They do have a 800#so it isn't going to cost you anything to call.
Posted Fri Jan 20, 2006, 3:49pm Subject: Re: Whole Latte Love: Bad customer service :(
Unfortunately I've been here about bad customer service (reading about it rather) from WLL more and more often. This thing with the Gaggia Espresso sounds exactly the same as somebody else's post sometime before xmas also from WLL. It seems that WLL may just be too big, once most companies start being just about the biz and not about the passion for getting into it in the first place, it's all about the bottom dollar. Given that the most likely person to buy from you again is a previous customer, this just flat out says "I don't care". I also agree with the poster who said, "if you do business on the web" regarding returning emails. As of this post, I'm boycotting WLL until I start hear about better CS.
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