Salzman Group, Inc.

We completely feel your frustration but as soon as the product leaves our warehouse it becomes the responsibility of the shipper to deliver the package in a timely manner At the point in time that a package is noted missing which was reported by you to UPS and our company yesterday on the 15th, a day wait time is dictated by the shipper not our company The only thing we can do at this point in time is wait until the shipper has done its investigation Hopefully they will find it and have it delivered soon We are tracking UPS's response and will notify you if anything changes Thank you in advance for your patience.Sincerely,Customer Service Team

We would be happy to help you outThe correct water filter is being shipped out today please allow 5-business days for it to reach you.SincerelyThe Customer Service Team

Customers machine has been sent in as a warranty repair. It is on the bench as this is being posted by our top technician and being evaluated. The customer will be contacted once diagnosis has been determined
Thank you
The Customer Service Team

This product was not defective and is eligible to be returned under our 30 day return policy.  This is a hand grinder some spraying of grounds is normal, as the grinder does shatter the beans.  The more oily the beans, the more of a mess it will make, this grinder does not have a...

chute of any kind to structure the flow of grounds, so clumping is normal.  A return authorization was sent to the customer on 03/18.  They are responsible for shipping the product back to us.  The Customer Service Team

Dear Mr. [redacted],As of yesterday Sept. 15, 2015, you submitted a claim to UPS as your order has been stuck in Mesquite TX since 9/10.  You were advised that a claim is pending with UPS and they typically take up to 8 days to investigate the order and trace it.  Normally it does not take 8...

days and the order is resolved and sent on its way to you as soon as it is found. We also keep track of the order and get notifications of what is happening and will notify you as soon as we hear anything from UPS.  If it is not found after the 8 day period we re-ship the order to you or issue a refund per your request.   If you have any further questions please let us know.The customer service team.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear I'm sorry - their story is a lie. If the grinder I returned worked, how come I ordered the same one again?If technical support told me not to buy it again, why would I?I did say if we did not resolve issue/credit on first one, I would return second one - then afteryou charged me for that one, you pulled it back during shipping - again, after I had already paid!I have yet to receive the credits for both grinders that ordered and one returned, one never got to meas they intercepted it. I paid for both!  I want the credit to my credit card that was charged as previously requested since I have been charged $610.00 and paid $30 to ship back a defective/fraudulent rebuilt grinder. I suggest if the Revdex.com wants to maintain credibility, they check this company out and the many horrible reviews online. They advertise A+ Revdex.com rating no less! This is so far from the truth.  This company is the worst I have ever dealt with - I am not a complainer. I'm going to [redacted] as well. This is Fraud.I simply want money back for items returned. $610.00 + $30.00 shipping - why would I accept anything else? That puts me back at neutral with time, effort and aggravation wasted.[redacted]
Regards,
[redacted]

Hello [redacted],  Please add this comment letter to the case number #[redacted].  I was waiting on additional technical information which I did not receive in the allotted 5-day response period.  When you called last week, I was out of town, hence the delay.   Without the assistance from the Upstate NY Revdex.com, I am confident this matter would never have been resolved.  Thanks,  [redacted] ###-###-#### The case was eventually closed to my satisfaction.  The Salzman Group (dba Whole Latte Love) repaired my Gaggia Classic espresso machine.  They originally charged me $100 for labor despite the promised extended warranty and they required I pay the shipping.  They denied that the damage was caused by their recommendation of an incompatible and highly corrosive cleaner which they recommended to their customers and sold to me. It was only after I filed my complaint with the Revdex.com of Upstate New York, and after I rejected the company's initial response to the complaint, that a technical service manager from Whole Latte Love telephoned me.  He agreed to refund the disputed $160 labor and shipping charges.He explained that  the boiler in my espresso machine had indeed been corroded (as opposed to the previous explanation of scale buildup) and he attributed it to a "change in formulation" of the cleaner his company had recommended and sold to its customers of Gaggia Classic machines.   Since the company's credibility at this point was so poor, I emailed the manufacturer of the cleaner (Urnex Corp.) and they responded  in writing that the formulation of their Cleancaf product had not been changed at all during this time period.  This represents more misinformation and misdirection from the management of The Salzman Group and Whole Latte Love.While I was satisfied with the refunds they eventually approved, it is clear to me the company is not honest with their customers.  They gave me widely differing and contradictory details on the damage and the cause, obviously to minimize their liability and warranty cost.  Much of the information they later acknowledged was clearly inaccurate.  Only after I refused to accept their initial explanations and filed a complaint with the Revdex.com of Upstate New York did they admit the cleaner they recommended had damaged my machine, but then tried to pass off the responsibility to the manufacturer of the cleaner which again proved to be a misrepresentation. I expect there are hundreds of other customers whose espresso machines with aluminum boilers were damaged and their policy is to avoid any responsibility.  Hopefully they will find the details of this Revdex.com complaint helpful.

This machine was leaking due to a bad steam valve.  It was replaced by the customer a year ago and apparently the problem was not solved so the machine was sent in under the extended warranty offered by Gaggia.  When our tech department inspected the machine it was noted that the machine...

was leaking due to a bad steam valve it had nothing to do with the boiler.  But the boiler was showing signs of pitting this was not caused by the cleaner that was used, it can be caused by several different things including the alkalinity of the water.  If anything the cleaner formula that was changed two years ago would have left scale in the boiler which was not seen, this is the reason that we no longer recommend that cleaner it just does not do the descaling that we like to see with our machines.When machines are brought in to our facility we do a full point inspection not dependent on the problem that the customer is seeing, so when the boiler was inspected and not up to par we replaced it for the customer. This again is a part covered under the second year of the warranty.  The cost of the warranty during the second year is $100 plus shipping.  This covers parts and labor in its entirety.  The customer did an excellent job of maintaining his machine but there are parts that can suffer some wear during the course of two years this is a great reason to have the warranty in place.  Please see this link covering warranty repairshttp://www.wholelattelove.com/pages/terms-repairs.At this point in time no refund is due to the customer.Thank you.The Customer Service Team

To our Valued Customer,After reviewing your file your machine is still covered under warranty.   Under our policies you are responsible for shipping the machine back to the repair center, with a reputable carrier such as UPS.  You reported that you were having a problem with the water...

filter on 9/14 and that was resolved however we do not have any record of a power button problem until 11/18 so your machine is not illegible for a return at this time.  Our customer service representative has taken extensive notes on your issue and has done a wonderful job in communicating with you. Your warranty repair should be covered under our policy except for the shipping cost. Our Technical Supervisor sent you an email to please contact her to set up the repair.  Please contact her Monday to discuss your issue and if you have any questions about the warranty repair service.Order [redacted]Purchased 9/8/15First reported water filter issue: 9/14.Power button issue reported 11/18/15Sincerely,The Customer Service Team

[redacted] should be all set she was refunded for the parts and was actually sent and has received a new machine.  (I just confirmed that with my CS manager).

The Revdex.com process was...

fantastic.Within 1 day of submitting the complaint to the Revdex.com the company contacted us. Over the next week, through multiple emails, the issue was resolved to our satisfaction. If possible, please change the outcome to reflect our satisfaction with the process. Thank you,[redacted]

Our CS Manager spoke with our customer and a mutual resolution was agreed upon.Thank you for being a loyal customer!The Customer Service Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I should not have to wait a total of four weeks (order placed on 9/6/15) in order to receive my order.
Regards,
[redacted]

Revdex.com:
I have...

reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The consumer contacted Revdex.com today and stated that she has not heard back regarding her refund for the parts.  She also stated that she was told on 2 occasions that the machine would be shipped back.  She stated she spoke with them yesterday and they do not know what the status is on her machine.  She would like an answer.Regards,
[redacted]

The company's response stated "After contacting the manufacturer we were advised that they determined that your product was clogging due USER ERROR not due to a product malfunction or defect.
I followed to the detail and beyond in proper cleaning and grinding procedure.
The clogging and non-operation was NOT a result of my not following their procedure.

Hello there, We are sorry we could not honor your request.  We do price match exactly what any competitor offers.  We do not go beyond that pricing.  Our policy states that we will match the price of a competitor for the same...

offer: https://www.wholelattelove.com/pages/price-match-form.  Which we did agree to. At this point you made no purchase with us and not owed any compensation. The Customer Service Team

They told me that the Machine was not defective so I would have to pay shipping The machine back to them. It cost me $48. The machine was leaking even after the machine was turned off for a day.

Hi there,Our customer service team was very prompt in trying to get a return label to our customer.  When we were notified by him that he did not get it through regular email twice, we then sent a pdf to him (last evening).  At times an email that has an attachment will get sent to a spam...

or junk folder.  At this point in time we called and confirmed that he did get sent the label and it was received.The Customer Service Team

Revdex.com:
 
Re: complaint ID [redacted],  I received a phone call from an individual named [redacted].  He offered me a gift card in an amount that was acceptable to me so that I could purchase replacement equipment of my choice.  I have done that, however, I given the track record I have with this business I do not consider this issue resolved until I actually receive the replacement equipment.  I will be happy to follow up with you when I receive and inspect the replacement pieces.  
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference,...

details of the offer I reviewed appear below.The business has stated that they spoke to me on the 12th which is correct.  The technician I spoke to early morning on the 12th, suggested he would get manager approval to submit for call tag to pick up the product I have in my possession and replace that product with the same product in good working order.  He indicated that I would receive call tag information by the end of the day which did not happen. Currently as it stands, they have done nothing other than a discussion on what the problem was and a commitment to provide call tag and replacement which has not happened.  I am not happy as there has not been any results from that call, only an empty promise to resolve with no actions to date.  I called them back at 4pm yesterday the 12th to notify them that I had not yet rec'd any communication regarding the promised call tag and followed that phone call with another email which has also gone unanswered.   This is not closed until I have replacement product in my possession that is in good working condition and commitment from the business that if I have any problems, I have the right information to contact some live to discuss and not simply rely on email "ping pong".
Regards,
[redacted]