Whole Latte Love Buying Experience
Hey what’s up everyone. I wanted to share my experience with WLL since I had an issue and had to rely on their often maligned customer service. Spoiler alert: they handled it very well.
I ordered a Profitec Drive in Matte Black during their recent 20% off refurb sale. Although I was a little reticent to order from them given the stories, their refurb was already massively discounted and with an extra 20% off I wasn’t about to miss out on that.
Shipping was fast and quick, I ordered the machine on a Wednesday and had it by Tuesday. The problem? They sent me the wrong machine. I ordered black and they sent me the stainless steel version.
I called the next morning. Via phone they told me to fill out the problem with my order form from their website. Within 24 hours they reached out and apologized. They offered me a $200 credit to keep the machine or an exchange. I definitely wanted the black machine so asked for the exchange. Again with 24 hours had the return authorization and all that. Boxing up the 70 lb machine was a pain and also massively inconvenient, so that was pretty disappointing.
Here’s where it gets good. As soon as UPS had the return machine, they sent me a brand new Drive in black, not a refurb. Because it was new, they authorized the 3 year warranty (refurb had a one year parts/labor warranty). They also included some additional accessories that I didn’t ask for, nice inclusions like a scale, milk pitcher and a bag of coffee.
This was handled very well for a mistake and I got one hell of a deal on a new drive. Felt like it was important to share a good story. And now, time to make another espresso with my amazing new machine!