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Seattle Coffee Gear

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Reviews Coffee and Tea, Coffee Shop, Coffee Brewing Seattle Coffee Gear

Seattle Coffee Gear Reviews (10)

Complaint: [redacted] I am rejecting this response because:Statements made are not accurateI contacted and spoke to customer service rep Samantha B [redacted] at Seattle coffee gearExplained my problems and started the trouble shooting processAfter doing what was asked they asked me to take videos which at that time I asked if I can do this after the holidays which she said would be OK as she had started a ticket and would not effect my warrantySo I did not disappear In response to statement made that they claim was a maintenance issue I have attached the repair quote I received from them which has no mention of that or it was a preventive measureOnly after I questioned the charges because I was under warranty did they make that claimThey never made any claim it was a maintenance issue in which prior to me sending the machine they warned me that if machine was a maintenance issue I would be responsible for all fees including shipping and that was there reason of trouble shooting before I sent the machine backSo now they are trying to make it sound that they did me a favor only after I questioned them trying to charge meWhy did they replce pump and not charge me? Because it was not a maintenance issue so they had to fix Sincerely, [redacted]

Complaint: ***I am rejecting this response because:
While I appreciate the lengthy response email, it is not sufficient for the following reasons:
There was not a reasonable option provided by Seattle Coffee Gear to repair our machine and return in a timely manner
The unprofessional treatment by Seattle Coffee Gear went well beyond just multiple discussions with various individuals and having to repeat the same things over and over againThe tone and tenor of the communications by Seattle Coffee Gear were defensive, not friendly and not customer service oriented Clearly, there is a need for more training in this area by Seattle Coffee Gear employees
This was not a minor leak as suggested in the response email It was a major leak that could have caused significant damage to our expensive kitchen cabinetry which is why we had to return it
I do not believe it is reasonable for any restocking fee to be assessed to this return since it was clearly a lemon
Seattle Coffee did not offer any shipping options for the return of the lemon to help minimize costs and I would be shocked if Seattle Coffee Gear can't negotiate better shipping rates than an individual customer
Sincerely,***

Hi, I’m so sorry to hear that your air fryer malfunctioned! I understand how frustrating it is to have a machine stop working. Our refurbishment team takes great pride in the quality of the machines they provide, ensuring that every machine that leaves our warehouse is
functioning properly. That is why we guarantee the functionality of all our refurbished machines for days, absolutely free Unfortunately, some machines do malfunction after several months of use. We would be happy to repair your machine, but as you are on the East Coast, and shipping your machine across the country would be expensive and risk sustaining shipping damage, our representative rightly encouraged you to seek repair locally. There are a number of reputable Saeco repair centers in your area which you can find in the service center locator on Saeco’s website. Once the machine is out of warranty, you have the freedom to have your machine repaired at the service center of your choice We offer extended warranties for an additional charge at time of purchase, but it is also clear from our listing for this product that the free included warranty is for days. This is fairly standard for a refurbished product and is fully in line with the high standards that Amazon sets for its sellers. You are absolutely correct that the airfryer was manufactured in 2015. It is never our intention to represent our refurbished goods as new, and we go to great lengths in our listings to make it clear that these items are like new, but are not new. The product name includes the words “certified refurbished,” as you can see from your invoice, copy attached The listing specifies that the refurbishing process includes functionality testing, inspection, reconditioning and repackaging. We also specify that the products, “look and work like new, with limited to no signs of wear.” At no point in our listing is this product represented as new, nor we do we claim that it was manufactured recently. We are able to sell this product at a drastically reduced price ($199, as opposed to an average retail price of $for a brand-new machine) quite simply because it is not new. I am sorry that you misunderstood our listing, but feel that we did everything possible on our end to make it completely clear what you were purchasing, what condition it was in, and how long it was covered by warranty. I think if you review our listing at amazon.com, copy attached, you will see that we represent this product accurately Once again, I truly apologize for the frustrating experience you’ve hadWe pride ourselves on providing quality products to our customers, but recognize that sometimes issues do arise. I would like to encourage you to let me know if there are any further questions or concerns Kind regards, Sarah

Hi,
I’m so sorry that you decided to return your Silvia. We have found that the Silvia is a fantastic machine and, that with proper maintenance and use, customers see a long machine life of or more years. The Silvia also comes with a great warranty of a year, and it looks like your
order also had an extra year of warranty with us directly. As our repair department does excellent work, I’m sad to hear that this option was not utilized when an issue was encountered
While I was not personally involved with the conversation directly, it is never our intention to be unprofessional. Of course, we want to ensure that we discuss all of the details so that we fully understand the issue. If there is a need to speak to multiple individuals, that occasionally involves repeating some details or asking further clarifying questions. I am truly sorry if this took more time or caused an inconvenience in any way
Past the day return period, all machines will have a warranty period that will be supported either by the manufacturer directly or by our repair team. Rancilio does not have specific service centers in the U.S., so SCG is the direct supporter of the warranty when the machine is purchased from us. Our warranty process and policy is for the customer to attempt troubleshooting that we will guide that user through, to the best of our abilities, over the phone and/or via email. If we are unable to resolve the issue while the machine is at home, then it will need to come to our repair center for our repair team to service it. For this particular machine, troubleshooting over the phone did not fix the issue, so we offered that warranty repair. While initial shipping costs to our repair center are not covered, we provide the parts, labor, and return shipping within the continental U.Sfor all warranty work. A minor repair issue of a leak is something that could have been corrected in short order by our repair team
Our return policy is days. This includes returning machines that have been used, as sometimes it is only with a little trial that someone can discover personal necessities that one model may not have over another. Past that point, we really do not have as much flexibility but certainly make every effort to resolve customer concerns. Each manufacturer that we work with will have their own requirements (sometimes not even accepting returned equipment) and they assess fees to us if we accept a return past that point. Our return policy is limited to days so those fees are not incurred or passed onto our customers unless the equipment is returned damaged or missing pieces. In extreme circumstances, we will choose to allow an exception to this policy, but SCG will either incur the fees directly or won’t be able to return the machine to the manufacturer at all. In this case, the manufacturer will not allow returns, and due to it being used for over months, we cannot resell it as an “open box” or gently used product that would allow for some offset of cost
I understand that sending in a machine for warranty servicing can be frustrating or inconvenient. It seems that we discussed that process, and unfortunately, this was not acceptable. Since the machine had been owned for quite awhile, we offered, as an exception, to replace the machine with an open box machine which would have had less use than the current machine. This was also unacceptable. During this conversation, the request for simply returning the machine was made. Since the machine has had months of use, we tried to find a middle ground. We are unable to sell it as an open box machine, but wanted to find a way to still accept the return and refund as much as possible back to you, so a 5% fee was offered. I’m sorry that this still wasn’t what was desired, but this was the minimum amount that we could deduct from the refund
Again, I apologize that the Silvia developed an issue after several months of use. It is unfortunate that the machine could not have been repaired and returned to you so that you could continue enjoying the machine and the coffee that it produces. Our staff, whether it is our customer service team, repair team, or otherwise, tries to meet the requests of all of our customers to the best of our abilities. I apologize if, at any time, our dedication to providing great service was not properly expressed. I’d like to encourage you to reach out to us with any questions or considerations you may have
Kind regards,
Miranda

Thank you for giving me the opportunity to clarify my position regarding complaint ID *** I am not dissatisfied with Seattle Coffee Gear's response to my complaint It was a fair offer of resolution that I have decided not to pursue

Hi ***
I filed a complaint against Seattle Coffee GearThey wont pay me for Prontobar until I remove from Revdex.comI would like to mark as resolvedIf I do not receive payment within a week I would like to open complaint again
Thanks,
*** ***

Hi,
I’m so sorry that you’ve had a frustrating experience with your refurbished Xelsis Digital ID! I can only imagine the disappointment in getting a non-working machine right out of the box. We always try to do our best to support our customers, and that’s why we provided you with a full swap for...

to get a well working machine.  We additionally offered our extended warranty at a 50% discount, which was purchased to provide warranty through January 8, 2017.
I’m happy that the machine worked well for you for 18 months without issue.  While it’s never fun to encounter a problem with your machine, I am very glad that when something did happen, the machine was still within that extended warranty.  When your machine’s steam boiler failed, we followed our warranty repair process, replaced your Xelsis’ faulty thermostats with Saeco factory thermostats, and ran a thorough round of testing to ensure it was again operating within the manufacturer’s guidelines. We then shipped the unit back to you at no cost.
We received your call about the milk system being too cold two weeks later, and our Customer Service and Repair teams did their best to troubleshoot your problem over the phone and through email with video support. We offered some tips about correctly measuring milk temperature (at the spout with an instant read thermometer) and found that the Xelsis Milk carafe was heating within acceptable tolerances for the design.
The original Xelsis milk carafe is well-known to return steamed milk around 110 degrees, and it is a pretty common complaint on most review websites, including our own ‘Ask a Question’ forum section. In fact, the milk temperature was one of the main issues Saeco concentrated on when it released the Xelsis Evo in 2014. 
We understand that the cooler milk temperature of your machine is a pain point. We will be more than willing to cover the cost of shipping to take a look at your machine again. All that being said, you’ll be without your espresso machine in the interim, and there is no guarantee we’ll be able to improve on the manufacturer’s specified milk temperature.
Again, I’m sorry that you are running into issues with your machine. We have repaired the machine under the extended warranty, and sent it back operating within the manufacturer’s specifications. Please feel free to call us or send us an email if you’d like us to proceed with a second repair, or even if you are looking for some tips on how to improve your milk drink temperature in other ways; we’re here to help!
Kind regards,
 
Miranda

Complaint: [redacted]
I am rejecting this response because:Earlier, I filed a complaint with Revdex.com for complaint id:[redacted] which was closed within a week business responded and I would like to reopen that complain or consider this as new complaint. Here is the actual complaint. I bought Philips Avance XL Digital Airfryer - Black - HD9240/94 from Seattle Coffee Gear, a sister company to OutletGear through Amazon in February 2017. The product stopped working after few months and when I contacted both Amazon and Outlet gear I was told the warranty was only for 90 days and they can't replace the faulty Airfyer. I was sold this product saying its certified refurbished and condition as new but when I called the manufacturer they told me the product was very old from 2015. I feel I am scammed by both Amazon and OutletGear into buying this product which was listed as new condition when infact I was sold something that was more than 2 years old without proper warranty and now when it stopped working the vendor refused to replace it or fix it. Can I kindly request for a replacement or repair of this product. I spent so much money into buying this only to find out its out of support for something that I was misinformed about. Here is the receipt number [redacted]. After contacting the seller through Revdex.com, they recommended that I take this airfryer to local repair shops which I tried but no one is willing to work on it. I am requesting a replacement item and can pay shipping charges. This airfryer is a lemon and no usable and in good faith I have not added any negative review for this seller.Please work with me and get this replaced. Please replace the item or repair and I am willing to pay shipping charges.
Sincerely,
[redacted]

Hi,
I’m so sorry that you’ve encountered an issue with your refurbished machine!  I can understand that this has been a frustrating and lengthy process.  The purpose of our troubleshooting is to provide clear and helpful advice to our customers so that they might be able to keep their...

machine and use it at home rather than needing to send it in.
The machine was purchased June, 2015 and came with a 6 month warranty that we service.  Unfortunately, after 5 1/2 months, an issue with the machine was encountered, and we were contacted as appropriate.  We provided some troubleshooting assistance, and seemingly, that corrected the issue, as we did not hear back from you for another 2 months.  While outside of the warranty period, additional troubleshooting was provided.  I apologize that the information and multiple interactions were frustrating; often we are able to provide tips such as cleaning or making adjustments to the machine, that allows it to perform better, and the machine doesn’t end up needing any repair.
From our troubleshooting, it seemed likely the machine had a clog, and that unfortunately it could not be corrected at home.  Until we could see the machine, we could not determine if it was caused by a machine failure or by a lack of maintenance to the machine.  When it arrived, we determined that a couple of items would entirely clear up the issue: a maintenance tune-up, and while not entirely necessary, replacing the pump as a preventative measure.  We offered to replace the pump under warranty even though it was not needed, to ensure longevity of the machine, but additionally recommended to have a maintenance tune-up done at the same time since the machine was showing buildup and needed a deep cleaning.
As noted, you didn’t want to have this maintenance done (since it is not covered by warranty), and just wanted the machine to be shipped back.  We made sure that it was brewing at the time of the repair, and explained over the phone that without a thorough cleaning, that you might experience issues with further use.  We replaced the pump, and returned the machine to you at no cost.
After receiving the machine and using it for a couple of weeks, the machine was no longer brewing.  Again, after troubleshooting, it was determined that there is a blockage within the machine that is due to lack of maintenance.  I’m sorry that the machine is not brewing at this time.  We have provided some suggestions to try at home, but sometimes clogs can be obstinate and need to be taken care of by a technician.  Regular and thorough cleanings prevent issues like this, and I apologize if our recommendation to allow us to perform a tune-up, or to perform maintenance at home, was not clear.
While it sounds like the clog is too extensive to cure at home, there are some options so that the machine can get that deeper cleaning.  Since we’ve already quoted the cost for a tune-up, the machine can be sent here if would like us to do the work.  As it’s understandable that this process has been frustrating, I’d like to offer to cover the return shipping charges, but we would still need the machine to be shipped here and to collect the cost for the tune-up.  As an alternative, another closer Saeco repair center may be able to provide an estimate for these services, without the additional cost of shipping.  There are several in southern California, depending on which one is closest to your location, and can be determined by contacting the manufacturer directly: 800-933-7876.
I truly apologize that this has been frustrating.  Our goal is to provide as much help and troubleshooting as we can in multiple ways such as phone, email, and with our repair center.  I’m very glad that we were able to make an exception to repair the machine under warranty, replacing what might have been a compromised pump, even though the warranty period was expired.  I hope that the needed cleaning can be done soon so that you can resume enjoying your machine, whether you decide to send the machine to us, or prefer to find a closer, local repair center.
Kind regards,
Miranda

Complaint: [redacted]I am rejecting this response because:Statements made are not accurate. I contacted and spoke to customer service rep Samantha B[redacted] at Seattle coffee gear. Explained my problems and started the trouble shooting process. After doing what was asked they asked me to take videos which at that time I asked if I can do this after the holidays which she said would be OK as she had started a ticket and would not effect my warranty. So I did not disappear. 
In response to statement made that they claim was a maintenance issue I have attached the repair quote I received from them which has no mention of that or it was a preventive measure.. Only after I questioned the charges because I was under warranty did they make that claim. They never made any claim it was a maintenance issue in which prior to me sending the machine they warned me that if machine was a maintenance issue I would be responsible for all fees including shipping and that was there reason of trouble shooting before I sent the machine back. So now they are trying to make it sound that they did me a favor only after I questioned them trying to charge me. Why did they replce pump and not charge me? Because it was not a maintenance issue so they had to fix.  
 
Sincerely,[redacted]

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Address: 6911 216th St SW Ste A, Lynnwood, Washington, United States, 98036-7337

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