Seattle Coffee Gear Arvostelua 

I have bought 3 machines from SCG over 10 years - two Jura and a Saeco. The first Jura was a refurb and was totally amazing, but superautomatic espresso technology kept advancing, so I bought the Saeco for milk drink automation.

The Saeco never worked right, pouring more coffee into the drip tray than into the cup. Saeco wouldn't support it because it was a special SCG serial number (what!?), so I sold it and bought the most amazing Jura E8.

Back to the bait and switch. I signed up for SCG's texts and every week I got a new one with a sale on superautomatic espresso machines. However, even though the Jura and Breville machines I was interested in were displayed on the sale page, the "terms and conditions" of every sale exempted those two brands from the sale. What!?

After several go-arounds with customer service, I finally got the sale price on the E8 -- and what an amazing machine it is. Customer service was apologetic, but someone needs to let marketing know to NOT display sale machines that are not part of the sale.

I had a bad experience with the customer service of this store. Despite emailing four times and waiting for a promised follow-up call from Edgar, I never received a response. Their phone line had long wait times of at least 10 minutes. The website's purchasing process was also confusing, leading to my package being sent to the wrong address. Despite contacting them on the same day of the order, they were unable to assist me in resolving the issue and did not take responsibility. I recommend avoiding this store for online purchases.

Purchased a case of whole bean espresso. Got a confirmation email, but no follow up. A week later, still no information. I've been on hold for hours. Each time I get a voice saying where I am in the queue. After a while they simply hang up. I go through the sequence again, and of course each time I call, I'm further back in the queue. I will not ever buy from them again.

Update: after my 5th call someone answered. She disclosed that it was out of stock for the next several weeks. Offered me a refund which I gladly accepted. Pretty terrible communication and customer service.

I give this company 1 star for poor customer service. I accidentally entered my email incorrectly during the order. Called to have it corrected and the girl said she would fix it and resend the order information. That never happened. Had to call back and was told by another person that emails can’t be changed. In addition, items that were shown as available actually were not. Not impressed with overall experience. I’ll buy coffee locally from now on.

The sales team was great. I bought a Miele super automated espresso machine. Unfortunately, the plastic tab on the water reservoir broke and I can no longer lift it out of the machine.

This is where I'm really disappointed. I contacted Seattle Coffee Gear several times. Each time, they take weeks to answer, and they tell me they don't have the part in stock. Even at my request, they don't offer to accept an order, but instead point me to a generic link on the Miele website and suggest I order it from there.

After some searching, I found the actual link for my part and it says I can't order it directly, I need to contact my dealer. After immediately responding to Conor Lorenz the order manager, I've received no reply in two weeks. All total, by machine has been broken for more than a month and there isn't even a part on back order.

I purchased an open-box item that came with missing parts. The page for the open-box product did not specify that there will be missing parts. However, the customer service noted there's a separate page stating as such that it was expected. The disclaimer for the product should be on every page or if the missing parts are such that may create issues in maintaining the product in a good condition, it should be clearly communicated.
The customer service had an attitude and was reading a web page instead of understanding the issue of disclaimer on the product web page.
I believe as long as you are expecting some issues while buying an open-box, it would be fine. However, the parts that were missing weren't even something I could have bought separately and only sold as a set with the unit.

Bought an open box coffee machine from seattle coffee gear. On webpage states that machine is tested and guaranteed to work. Machine arrived and did not work. Water would just come out of bottom of machine. Contacted customer support and sent a video and they said it was broken but they didn’t have another open box to send so they would refund my money provided I box up the coffee maker and bring it to fed ex. I advised them this was unacceptable and they sold me a broken coffee maker that was guaranteed to work. Customer service manager said when you buy open box you take a risk the machine may not work. Which is an unacceptable statement on its own but also tell me they purposely sell broken machines. Long story short they don’t care I was inconvenienced and told me post my story wherever I want. BUYER BEWARE!!! They don’t care about customers.

I tried buying an ek43, they didn’t contact me once outside of automated messages, about a week later they cancelled the order. I had to call them, they didn’t take the time to call or even email me, and the person on the phone said the same thing over and over, like a broken record: “Our automated security system cancelled your order”. No attempt to help or remedy the situation, nor a single attempt to contact me and confirm, not even a reason for cancellation. I finally asked, “Okay, how do I actually buy the product?” person literally said, “You could try using PayPal, that might work…” it’s like their business is not in their own hands. Whether or not you receive your product is just random chance.
Really, you just cancel a $3,000 order without even attempting to confirm? It’s hard for me to wrap my head around. This must be the laziest business in the world. Is it so hard to just give me a call and ask about the order? The funds were already cleared and they simply refunded the whole sum. Absent any warning, I had to check on their website to find out it got cancelled at all, because I was thinking, “what’s taking so long?” What kind of retailer is that? If this is how they treat someone buying an ek43, I’d hate to be buying a home machine or grinder.

Wasted over a week because this company is too lazy to perform the basic courtesy of reaching out when they cancel someone’s order. Avoid this place unless you want to waste your time.

Purchased a $2,000, super automatic Saeco machine that started sputtering very early on. Spent $75.00 to mail it back for warranty repair and the store claimed they could not "replicate" the issue. Two months later a second issue appears when we decide we want to use the ground coffee dispenser in this unit. It worked only once! Sadly, it isn't worth the expense or 3 weeks involved in sending it back for a repair that may or may not be performed.