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2.9 15 Reviews

Seattle Coffee Gear Complaints Summary

7 Resolved
8 Unresolved
Our verdict: Dealing with Seattle Coffee Gear, which has an average resolution rate, requires some diligence. Research their service in depth and read a variety of customer reviews for a balanced view. Approach any customer service interactions with detailed and well-prepared queries to facilitate a better resolution process.
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Seattle Coffee Gear reviews & complaints 15

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9:13 pm EST
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Seattle Coffee Gear Espresso machine

I ordered a coffee machine from this company. The machine never arrived, I called customer service and told them that the machine is not here. The customer service was non existent and rude, they started blaming me and telling me that it is not their problem. I’m sorry but I didn’t receive my $900 item and the only thing you can tell me is that it is not your problem and the most we can due for you is give you 20% off your next order. I DIDN'T RECEIVE MY PACKAGE and you can’t help me? How do you send out a $900 item and not require a signature or purchase a $3 insurance from FedEx. Do not buy from this company, save your self money and a headache. Company won’t last long with this type of customer service.

Desired outcome: None

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Seattle Coffee Gear Promotional gift cards expire after 90 days. This is not communicated pre-sale

I shopped for a grinder and settled on Seattle Coffee gear due to a promotional $50 gift card offer. There was no indication that the card would have a 90 day expiration at the point of sale. I tried to use it too late. They refused to honor it. The email did note the expiration at the bottom below the code but I feel deceived and I’m out $50. One reason I delayed my order was because their website repeatedly would not let me add an item to my cart.

Desired outcome: $50

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5:25 pm EDT

Seattle Coffee Gear PID Controller

I purchased a brand new PID from www.seattlecoffeegear.com for around $260.00. This little device is supposed to make your coffee espresso way easier. I cut a hole for it in my Brand NEW Machine Rancilio Silvia to install it. It took me 4 hours to install, but every step I took I had to double check because my machine is so expensive. I don’t want to make any type of mistakes to cause damage. After all the wiring and installation was done I turned it on for the first time. This PID system supposedly holds the brewing temperature more accurately, but for some reason temperature goes way above the safety limit. So I was scared it would damage my machine and I turned it off. Next I call www.seattlecoffeegear.com and spoke to Nakita Parramore from technical support. He then guided me through what I was supposed to do. First he thought it had been programmed wrong from the factory. Furthermore after all the many steps I took, he found that there was no problem. He then told me to watch a video on YouTube to show me how to program it, then to call him back after I was done watching the video. I didn’t receive his video, but I found one where Gail explained how to program the PID (There has been plenty of times I had watched videos with Gail, and that enticed me to order this precise system from them. That was a BIG MISTAKE and was very disappointed, so I called Nakita Parramore back, told him I never received an email from him with the link for that video. I then told him I found it, and watched it. He asked me only a couple of questions what the settings said on the display to make sure everything was correct. He didn’t come up with any problems. Nakita came up with an idea to record a video again after many times from beginning to make sure that he could clearly see the rising temperature, and make sure all buttons are set correctly. I made a video but unfortunately it was too long and he wanted to have the entire video footage. I told him the video was 780mb (huge file) he then told me to send it to him through via Email. REALLY? I asked him twice how to because it was so big, and he told me that the video is not that big to be sent through email Blah Blah Blah... Finally he realized it was too big. He wanted me to upload video on YouTube and make it public. So next I did what he told me to do and uploaded my video, made it public. I waited on the phone to confirm he saw my video. He found it and told me (this was on Friday of march 26th) Technician was not there and I was told he would be back on Monday to see my video and would then let me know what could possibly be wrong. Unfortunately I got a call on Saturday from Mr. “ I know more than you ” Nakita Parramore, he told me because I installed the PID by myself the warranty would no longer be in affect and was void. If I wanted to pay for it to be shipped they could repair it or troubleshoot it and I would have to pay for shipping and repairs?!?!?! That is ridiculous because he never mentioned this preposterous thing on Friday when I was led to believe I would still have a warranty. He didn’t want to wait for technician. He apparently knows more the technician right?... absolutely not! So now I have an installed PID controller, which doesn’t work, with a cut hole in my brand new machine, and it doesn’t even work. If they repaired (what?) send it back, and it still doesn’t work can I then keep sending it back lets say every other weak? Now because I installed it myself the warranty is voided. Who has time for this? I am a paying customer and I didn’t receive what I asked for nor get the right information to solve the problem. Lastly Nakita Parramore should not be in customer service he is misleading and one of the rudest people I have ever had to encounter. The only thing I know for a fact is that my money was wasted, and it is completely wrong to have no warranty for this expensive piece that I bought to make my espresso machine work efficiently. From now on I will no longer spend my well-earned money on anything from this company, and will find better elsewhere with no doubt. I would recommend people save their money and go to www.wholelattelove.com Thanks Rick

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Seattle Coffee Gear Poor customer service

Their customer service is non-existent. I bought an expensive super automatic, which has broken down twice in eight months. They will honor the warranty I paid for, but would do nothing else. They sold me a lemon and will not stand behind it. Not willing to exchange the machine or offer any type of conciliatory gesture. Costs me over 40 dollars and a 2 month waiting period each time to ship it back to them for repairs. Bad business in my opinion.

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8:35 am EDT
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Seattle Coffee Gear 'Certified' Refurbished, Illegal Return Policy

After receiving this 'Certified' Refurbished Super Automatic espresso machine, we followed the instructions, and the unit still failed to get past priming the pump. Customer service was no help. Asking us to stick a turkey baster inside a 10 minute old machine is ridiculous! But in hopes of getting it to work, we followed their instructions, Force priming the supposedly 'Certified' refurbished machine. It still refused to work on its own. Clearly Seattle Coffee Gear has no business selling these machines. How can you send out $500+ machines and not even test them? HORRIBLE CUSTOMER SERVICE.

After an hour of failed priming, we decided to return the unit. Then came our next surprise. $69 to ship it back. Atleast it was FREE SHIPPING to us, right? WRONG. They decided to charge us for shipping after we returned the unit, only giving us a partial refund for this piece of crap that was their mistake to begin with. Now we are out over $110 and didn't even get a single coffee.

THE WORST SHOPPING EXPERIENCE EVER.

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2:43 pm EDT
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Seattle Coffee Gear Used for New

Abused product for new. 

I just took delivery of a thousand dollar La Pavoni. What an afternoon I've had with these people.
I was patently sold a product that does not meet the online description or that of the salesperson which I spoke with. In short they sent me an item that has four obvious broken parts, two missing parts, numerous surface defects and, wait for it, is also filthy. FILTHY. The item they sold me is 'USED' and abused. They should be ashamed and embarrassed. The telephone calls I made and emails I sent indicated I was willing to put up with some of the problems as time is short (as this was a gift) but the rudeness on the phone was overwhelming. 'Well...That's our policy.' Well...That's our policy.' Like parrots. Unbelievable.
In short their 'policy' is to mail you used stuff then tell you to pay to send it back and pay for the original free shipping or send two hundred dollars more to up-sell to another new machine. Thanks a lot.
I did a little research and according to other consumer complaint sites I'm not the only one this has happened to.

I use online retailers on a daily basis. This company...really disappointing. A first. Damn them.
 

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Seattle Coffee Gear purchase experiece

I purchased two items, both of which their Web site indicated were in stock. The next day I received an email stating that one item was not in stock but that they would be receiving it in a week or so. No shipment was made. A few days later I found my credit card had been charged even though no items had shipped. I wrote an email, informing them of the false 'in-stock' and charge. Their response was "I'm sorry we discovered the item was out of stock", and automatically charging your card though nothing is ready to ship "is standard practice". Then they informed me that the item won't be in for several more weeks. Three strikes, they're OUT!

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Seattle Coffee Gear Terrible Purchase Experience--Lost Money

For a Christmas 2010 present to myself, I ordered a Technivorm Moccamaster coffee maker and a Baratza Virtuoso coffee grinder. Seattle Coffee Gear (SCG) charged my credit card $179 for the Baratza but didnt ship it even tho the packing slip said it was included. SCG also shipped me an item in error I didnt even order. SCG sent the Baratza out in a second shipment after I notified them it was missing. While waiting for it, I opened the Technivorm and found it to be an apparently used/restocked machine, with scratches, stains, and missing the warranty sheet. I asked the owner (Gail W) in emails if my machine was used or restocked and my question was ignored and went unanswered. I asked if a full refund was possible, was told no because I had waited longer than 5 days to report problems. Was given two options, swap the Technivorm or pay to ship everything back unused & receive "full refund minus $21.50 for original S & H."

On 1/4, alarmed by the multiple errors & apparently being sold a restocked machine as new, I called and spoke with Jessica M. and told her I was upset at all the problems and might cancel delivery of the Baratza & may return everything. Said I'd call her back in 30 minutes & let her know. I decided to take a chance, called Jessica M. back as I said and instructed her to have the Baratza delivered. Well, it never arrived. I checked FedEx on 1/5 & was stunned to see my package was on its way back to Seattle. I emailed SCG to ask why & the owner (Gail W.) blamed SCG's failed delivery on me, claiming falsely that I'd refused the order. I phoned FedEx and their rep told me that Mitch H. of the shipper (SCG) had recalled the order. FedEx emailed me me a pdf letter apologizing for any inconvenience and stated that "the shipper" recalled the order. I provided FedEx's letter to owner (Gail W.) and she never even acknowledged it. I was later charged for that second Baratza shipment that never arrived because of SCG's error (see below).

Facing more 7-day shipping cycles to swap out the Technivorm and a 3rd Baratza shipment, I cut my losses because the Jan 15 returns deadline was near. I again asked for a refund. Was told no, that SCG is going above & beyond their policy to allow me to return everything & only charge me S & H. So, I returned everything unused, freebies untouched, & was stunned to get emails from SCG saying I'd also be charged for the 2nd Baratza shipment recalled in error by SCG, and, that I'd be charged for 1lb of free coffee that I'd returned unopened (returned because I'd been promised by Gail W. that if I returned everything unused I'd receive a full refund minus $21.50 S&H). I am out $64.69 and filed a dispute with my credit card co.

Seattle Coffee Gear (SCG) seems to have an unpublished policy not to pay out a single penny, no matter how badly they mangle a customer's order, and no matter how abysmal their customer service. Because of the many problems with my order, I did a post-order web search and found SCG has a ~ 20%+ negative review rate. I searched other online coffee gear stores (Boyd Coffee Company, Roastmasters, Clive Coffee, Sweet Marias, etc.) and didn’t find a single negative review about any of them. You can decide for yourself where to risk your money.

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Seattle Coffee Gear Customer Service

WOW! NEVER AGAIN.

This was a test run in selecting a supplier and I have never had such poor service. After I placed my order I received an email confirming my order... great I will have my gear in 5 to 9 days. (My credit card has been charged too.) 9 days go by and I have not received my order. I should have called then but chose to wait a few more days because it was over the holidays and I assumed that shipping could be running slow. When I didn’t have my order 15 days after I placed the order I called the store. I was put on hold for a really long time and had to hang up and call back. When I did finally talk to someone I was told that my order was on back order. Why was I never told it was on back order? When I asked, I was informed they sent me a email about the back ordered item. I re-checked my emails, inbox, trash and spam... NOTHING. Plus the item was never listed on the website as backordered. When I stated how disappointed I was in their customer service, I was not even given a "sorry" but rather was told again, that they DID in fact email me. The person I spoke with was not very friendly and in fact a bit rude. I was then told that I had the option of selecting a different item in place of the one on backorder, to which I accepted. At this time I should have canceled my order.

The following day I got an email stating my order was shipped so I waited 9 days…… when I didn’t have my order after waiting 9 days I called back and this person was more helpful/nicer than the last gal I spoke to. She couldn’t figure out what was going on with my order and needed to talk to the shipping rep who was not in the office and she said she would get back to me. The following Monday I got an email saying my order was shipped. At this point I am really upset because if I had known that it didn’t really ship when they said it shipped the first time I would have canceled the order. They did express ship the order because I received it the following day BUT it was A MONTH after I placed the order. Ordered=12/26/2010 Received=1/25/11.

This is not acceptable for a supplier (or retailer). This saddens me because I wanted to give my business to a local company but now I will be looking elsewhere for my personal and professional coffee needs.

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Seattle Coffee Gear SAECO Vienna Plus Espresso Coffee Machine

I bought this machien from Ebay. The problem is that I sent this machine as a gift to my wife. The machine was received as promised no brochure, just five pages copy from the brochure. Plug the machine added the water and the coffee, made steam, but when tried to make coffee all we could get where two cups, after that did not heat up any more. Sent an email to seller (Victor) and all he said was to call the technical department and sent a their phone number. My wife did and their answer was to try to fix it ourselves. I was out of the country at this time and was not going to let her fix a gift I sent her.
They sent her a detalided email full of pictures and the sopts circled with the instructions on how to reset the boiler's thermostats. They even warned to use this special screw driver tip to open the machine. Meantime, during this back and forth between their technician and my wife, the seven day return policy expired. When I read the instructions, and how complicated it was to be for her to reset the thermostats, I asked them to take it back and send the full refund. They say, no because the seven days had passed. We could not beleive i, that was incredible!
ry to resason with them, but they will not take it back anymore.
Finally we opened a complaint with EBAY thinking that they will try to fix the problem, but they did not even try to do anything. After a couple of days EBAY closed the case in favor of the seller. The same seller that sold a broken machine.
that is sitting in my house, that they will not take back or pay the shipping cost.
I find both Seattle Coffee Gear and Ebay to be irresponsable. I want my money back, full refund plus shipping expenses.
Thank you.
J Sutera

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Seattle Coffee Gear Poor Business Practices

Ordered a Rancilio Silvia / Rocky combo. Product was not listed as out of stock. My credit card was charged the day of order, even though they had non in stock. Two days later I had received no email update about processing. So, I called the store and was informed that the product was back ordered and they expected some in mid next week.

I called back 7 days after my initial order and was told they had just got them in and that my order would ship the next day. Two days later I received an email that they had just received the product that that it would ship 'soon'.

I called back and complained about the bad information I was given and was promised a free upgrade in shipping. Two days later my machine finally shipped, but not at the promised 3 days. Instead it shipped 5 days, arriving 2 days after what I was told.

When I received the boxes, the frothing pitcher that should be been with the order was missing. All in all, I have not had a good experience with Seattle Coffee Gear and would not do business with them again. Nor would I recommend them to a friend, or even someone I didn't like.

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6:57 pm EDT
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Seattle Coffee Gear Terrible Customer Service

Don't use this company for anything!. If you are upset then Gail and Victor will call your home to yell at you and tell you that you are not a nice person! Can you believe that owners of a company would call someone to yell at them for any reason, what terrible customer service?!?!?!

I had fraud on my bank account, someone used my credit card to purchase something on their website, so I called them and LISA told me there was NOTHING they could do to help me. Then Gail (co-owner) called my home to yell at me about how I spoke to LISA. I was unhappy that no one would help me, so of course I was mad. Then Gail hung up on me after we talked because she refused to listen to me. Then Victor the president and owner called to tell me how fraud work (like I didn't know) the told me that he was sitting next to Gail as she spoke to me and I am not a nice person. I told him that I wasn't a nice person right now (I said something a little more colorful) and that he should understand that I had money stolen from me. He then continued to make me seem like the person in the wrong, until I told him that they were harassing me calling me at home and I would call the police if they didn't stop harassing me!

My husband was so mad, he called them back and they tried to blame everything on me! How could any owner of business call someone at their home to yell at them, even more lie about the transaction not going through when even the bank confirmed that the transaction was completed.

DON'T USE SEATTLE COFFEE COMPANY! USE ANYONE ELSE!

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Chipmunk Cheeks
Bellevue, US
Aug 01, 2014 1:26 am EDT

Very deceitful People and company. Don't trust the smiles, they only care about the money.

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Nyles
Raleigh, US
Apr 07, 2011 2:04 pm EDT

Repost this again as complaintsboard.com software cannot recognize punctuation.
I wish Gail Would call me at home. I would love to give that deceitful skank a piece of my mind. Victor the president too...what a joke, or Mitch H, the buffoon they call the shipping manager. This little business stinks all the way across the country.

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Nyles
Raleigh, US
Apr 07, 2011 1:59 pm EDT

Boy, I wish Gail would call me at home. I'd love to give that deceitful skank a piece of my mind. Victor too...for that matter...or Mitch H., the buffoon they call the "shipping manager." This little business stinks all the way across the country.

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Seattle Coffee Gear Sells open box and possibly used products as new

I purchased an espresso machine from Seattle Coffee Gear in Seattle Washington. There was only one model of the particular machine I wanted. Prior to purchasing I asked the sales associate if they had any other boxes in back as the one I was sold appeared to have been opened. The sales person assured me that it was a brand new machine and had not been opened. I took the sales rep at their word and purchased the machine.

When I got home I started to get everything ready to set up the product – unfortunately, I found several packing slips and invoices to another customer (from June 2008) that indicated the machine had shipped to another Seattle Coffee Gear's customer in Utah six months earlier.

I contacted Seattle Coffee Gear and was told by Gail that the machine was not supposed to have been sold and should not have been “out front” as it WAS sent to, and quite possibly used, by another customer. I was also told that no additional money could be taken off sales price as it was already priced so low. I will be returning the product ASAP -- but be warned, Gail's statement tells me that they will fix up the box and remove the evidence of prior shipment from the box and once again try to sell the product as new.

Be very wary of purchasing new products from Seattle Coffee Gear as they appear to have an informal company policy of reselling returned, opened, and possibly used products as "New". Doing some basic searches on the Internet will I turned up another review on this board that revealed another user in a similar situation: http://www.complaintsboard.com/complaints/seattle-coffee-gear-c141192.html

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Nyles
Raleigh, US
Feb 19, 2011 7:57 pm EST

Reposted legibly: I noticed that Victor Gehlen stopped short of saying that his company NEVER sells used equipment as new and that they would NEVER do so. He said only that they dont do it as a matter of policy. What does that mean? Does that mean they dont do it regularly, but that they do it sometimes?

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Nyles
Raleigh, US
Feb 19, 2011 7:54 pm EST

I noticed that Victor Gehlen stopped short of saying that his company NEVER sells used equipment as new, and that they would NEVER do so. He said only that they don't do it "as a matter of policy." What does that mean? Does that mean they don't do it regularly, but that they do it sometimes?

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Victor S. Gehlen
Lynnwood, US
Feb 11, 2009 11:47 am EST

We indeed do not sell "returned" or "used" equipment as new as a matter of policy. Clearly in this case and error was made on our part in our retail store. This customer brought the machine back into our store as was offered to have all of their money refunded for our error. In the end they decided they would rather keep this machine and we provided a discount for the error. I believe this customer left our store 100% satisfied with our service and resolution of this mistake. Victor, President, Seattle Coffee Gear [protected] x710)

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Seattle Coffee Gear Received REFURBISHED espresso machine instead of new

Consumers be aware, this company sells refurbished espresso machines but advertize them as new. I ordered one for a gift and it was too late to return it. I didn't realized it was not a new machine until I sent my gift.

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Victor S. Gehlen
Lynnwood, US
Feb 11, 2009 12:00 pm EST

I'm not sure this machine was purchased from Seattle Coffee Gear. We do not sell refurbished espresso machines as new and had an extended holiday return policy in place that would have covered this machine. I have researched tickets during this period and see nothing related to this. I encourage this poster to contact me directly for resolution. Victor S. Gehlen, President, Seattle Coffee Gear [protected] (x710)

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Seattle Coffee Gear Faulty product and abominable service

I purchased a Gaggia Evolution cappuccino maker in August 2007; within 5 weeks it started to malfunction (water began dripping from the milk foaming device). I was instructed by Seattle Coffee Gear to contact their importer directly; it took several days and telephone calls before anybody from that company got back to me. I then mailed the "new" machine--at my own expense ($20)--for repair. When it came back to me almost 2 weeks later, it was not fixed. Another round of telephone calls and e-mails and sending the machine back to the importer; it's now been almost 3 weeks! Seattle refuses to refund my money and tells me that they will "try" to get the importer to send me a new machine rather than fixing the old one. In short, since I purchased this machine 14 weeks ago, it has been out of my possession for almost 5 weeks--and Seattle Coffee Gear (and their importer, Importika) have been SLOW and INCOMPETENT in rectifying the problem. I would seriously advise doing business with this company unless you want to go through the consumer nightmare I have gone through. Beware of their so-called product guarantees! All in all, pretty outrageous treatment for having spent $250 to make my own cuppa.

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Pat McGee
, US
Jan 24, 2017 2:55 am EST

Gail Williams is the old lady who got thrown off of an Alaska Airlines flight for berating a Trump supporter. It's all over the internet. She is an evil skank.

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Coffee hold the Trump please!
, US
Nov 22, 2020 5:45 pm EST
Replying to comment of Pat McGee

Not true! Not Gail. Different person with similar haircut. Fake news. Trump lost. Yay!

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Walnut tree
Honolulu, US
May 04, 2015 5:04 am EDT
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Hey you want to know what I did recently. I had a broken hard drive from Western Digital and I went to target and I swapped it and then I took the broken one back and they never caught me. But you want to know what else I swapped a 500 GB for a two terabyte society needs to pay for their mistakes.

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Walnut tree
Honolulu, US
May 04, 2015 5:02 am EDT
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The one you ordered from Seattle coffee gear. Reorder the same item on Amazon swap the broken one for the new one. Return it back to the company. I do it all the time they never catch me.

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Walnut tree
Honolulu, US
May 04, 2015 5:01 am EDT
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All the models ( Seattle Coffee gear ) sells. Buy on Amazon. Buy a new one and put the broken one back into the box and return for a refund. Broken one Seattle coffee gear sold you. Order it new on Amazon and swap it and return it. Problem solved. Thell never know. Seattle coffee hear is amazons problem now. They just put the problem on The manufacture .

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shaizee
, IN
May 28, 2013 9:52 am EDT

.i purchase a mini cyber cam from your company before one month but its not work many time i call ur company but there was no response plz exchange my product nd give my money if u not give money back then i complain ur company in consumer protection court...

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JohnnyH
Cleveland, US
Feb 13, 2013 8:34 pm EST
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So far, with all my orders, I haven't had any problems. I read a lot of these and it sounds like little violins. Honestly folks, this is how it works when you buy things online. Guess what, its not best buy and yes, you will have to pay to ship it back. No, just because an item is scratched up doesn't mean SCG sold you used equipment, it means it was scratched up. I've had the same thing happen with Amazon or buying things at Big Box stores. Things happen in the factory and sometimes, products gets scratched. If your product breaks a few months after you get it then guess what?! Either you broke it (which is easy with this type of equipment) or the manufacturer built a defective product. Its not the fault of the person who sold it to you. Seriously? This is one of the side effects of a wide reaching, accessible internet. Please don't complain unless you have a real problem.

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Nyles
Raleigh, US
Jan 19, 2011 2:45 am EST

I wish I had seen the above track record of Seattle Coffee Gear (SCG). Gees, what a disreputable internet retail company. I ordered a Technivorm coffee maker and Baratza Virtuoso grinder. The entire order was a sad and stressful comedy of bumbling incompetence and abysmal service from beginning to end. I googled SCG with the word complaints and found about 1 1/2 internet pages of complaints. I performed the same googling of their online competitors (Roastmasters, Clives, Boyds, Sweet Marias) and did not find a single complaint. The online sector of this small company has serious problems. My story is creepily similar to the ones above.

In SCG's first shipment to me, they forgot to include the coffee grinder that they had charged me for, and amazingly shipped instead a brew-through lid for a different model coffee maker...something I didn't order. They tried shipping the grinder a second time. By that time, I'd discovered I'd been sold & shipped what appeared to be a used/re-stocked Technivorm; it had a deep gash in the metal finish, scratches on the water lid, stains on the water tank, and warranty registration card and info were missing. I phoned & told them the order had become so much trouble that I wasn't sure I even wanted the grinder anymore, that I may want a full refund. I told them I'd think about it and call back in 30 minutes; I did so and told them to proceed with shipping the grinder. Instead, SCG re-called the grinder and it was never delivered.

So, I asked for a full refund for this order riddled with errors and bad service. I was told that I had made the "error" of waiting beyond their 5-day company policy of reporting problems. Five days or ten days doesn't matter, I was shipped a used and scratched-up coffee maker and charged $179 for a coffee grinder I never received. At one point, I asked for an immediate refund for the coffee grinder because I had never even recieved it--of course SCG (Gail) refused. They offered me a refund minus shipping, claiming they were trying to work with me because I waited longer than 5 days to open the freight. An order rife with bumbling SCG staff errors and used scratched-up equipment, and they still want to nail me for shipping. Any other (reputable) company would've offered me a full refund and apologized profusely for all their mistakes.

After many emails, SCG (the infamous Gail) astonishingly said SCG would ALSO charge me shipping of the grinder that was never delivered to me. Gail was adamant in emails that they had shipped it and that I refused it. Subsequently, I spent 2 hours on the phone with FedEx, multiple calls, and FedEx provided me with written documentation that the shipper (SCG) recalled the coffee grinder and it was never delivered. I emailed the documentation to Gail, and of course, I did not hear back.

My experience with SCG has been one of the worst customer service I've ever received, online or in person. It included numerous emails and phone calls over a period of several weeks and numerous promises were made and broken by SCG staff: "I'll check into it and call you tomorrow morning." SCG's most frequently-used stalling line was: "I'll have the shipping manager look into it." No return calls as promised, and never did hear from that "shipping manager." And I wonder, is there really a shipping manager in a 5-employee business? I don't know for certain if SCG sold me used equipment. The Technivorm I received sure looked like it--it had too many issues to have been new. With my and other's similar experiences, there is apparent unscrupulousness in SCG's business culture. Or maybe the company is simply too small to absorb the costs of their numerous staff errors, hence they might be trying to force these costs off on the customer.

I ECHO THE ABOVE, BUYER BEWARE OF SEATTLE COFFEE GEAR. YOU RISK INCURRING INCOMPETENT STAFF & HORRIBLE CUSTOMER SERVICE, RISK BEING CHARGED NEW-PRICE FOR POTENTIALLY USED EQUIPMENT, AND WORST OF ALL, YOU RISK LOSING YOUR MONEY AND HAVING NOTHING TO SHOW FOR IT.

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AngryFraud
Aberdeen, US
Jun 09, 2010 7:00 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Don't use this company for anything!. If you are upset then Gail and Victor will call your home to yell at you and tell you that you are not a nice person! Can you believe that owners of a company would call someone to yell at them for any reason, what terrible customer service?!?!?!

I had fraud on my bank account, someone used my credit card to purchase something on their website, so I called them and LISA told me there was NOTHING they could do to help me. Then Gail (co-owner) called my home to yell at me about how I spoke to LISA. I was unhappy that no one would help me, so of course I was mad. Then Gail hung up on me after we talked because she refused to listen to me. Then Victor the president and owner called to tell me how fraud work (like I didn't know) the told me that he was sitting next to Gail as she spoke to me and I am not a nice person. I told him that I wasn't a nice person right now (I said something a little more colorful) and that he should understand that I had money stolen from me. He then continued to make me seem like the person in the wrong, until I told him that they were harassing me calling me at home and I would call the police if they didn't stop harassing me!

My husband was so mad, he called them back and they tried to blame everything on me! How could any owner of business call someone at their home to yell at them, even more lie about the transaction not going through when even the bank confirmed that the transaction was completed.

DON'T USE SEATTLE COFFEE COMPANY! USE ANYONE ELSE!

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Dong Kim
Snoqu, US
Oct 16, 2009 6:07 pm EDT

Good decision. I like your thought about a well known name retailer. One of conversation I had with SCG was this; When I said hypothetically, if I bought a product from Best Buy and it does not fucntion after a month, they would take care of from there. SCG answer was "We are not Best Buy". I meant Best Buy as a good retailer in that context so, there answer is like this "We are not [a good retailer]"

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Nobody123456
Chesapeake Beach, US
Oct 16, 2009 4:00 pm EDT

Wow, thanks for the heads-up...I was about to spend $2500 on the Gran Dama machine by Delonghi...but after reading this, I think I'll get it from a "big box" retailer like BB&B or Macy's. Sure, Seattle Coffee Gear offers free shipping, a 5% discount, and no tax(for e-commerce) and are offering freebies for purchasing from them, but after my "sniff test" of this company by researching what others had to say on-line about them, I now know that:

1. The 5% discount is probably because I'm receiving it second hand...someone else has had their grubby mitts all over what I expect to be MY OWN coffee maker. If I'm spending $2500 on a coffee maker, I reserve the right to want to be the only pair of hands that has touched it. Or at least tell me it's "certified pre-owned"--and discount it deeper.

2. Free shipping -- I'll probably pay for it when I send back said "pre-owned/touched" machine beacause the last person who had it broke it and they tried to fix it; or it was returned within their clearly-strict-and-firm-as-stone return policy window.

3. Freebies - Well, as someone else said, they reserved the right to substitute "like" products with what was in stock--but when she called them after they told her that and asked to purchase that particular freebie that was out of stock, they magically had one appear.

So, I won't get the freebies. I won't get 5% off, nor will I get free shipping. I will order mine from BB&B, pay full price, pay for the shipping, and pay state sales tax (my kid goes to public school anyway--so it's my duty)...but for $2500; I will have the satifsaction of knowing, that if I get a bum machine, BB&B will take it back, and give me a new one.

And this, my friends, is how Wal-Mart has snuffed out the Mom & Pop stores of the world. They can and will take the loss and keep you as a customer. 80/20 Rule...and it seems that the complaints for Seattle Coffee Gear are 20%.

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