E J.
Issues, more issues and yet even more issues
I am going to start by explaining the deal breakers for me regarding product, service, customer service, and the only two things it has going for it. The idea or concept for this coffee espresso machine, is a great idea, as I hate the wasteful ideas of Keurig machines and the expense, however, they didn't work the quirks out enough to be charging over 1k-2k. I bought an Extend Plan with mine, but, I didn't buy it to contact customer services regarding constant issues since I bought it 6 months ago. Thats bad. The only person that has been helpful is Cate, however, that doesn't resolve the issues long term. Their AI, Alex, gives inaccurate information but their excuse is, we are still training him. Then get a live person because the service sucks, not to mention, they were not transparent about changing suppliers for their costly water filters, and for long periods of time you couldn't buy a water filter for it, thats terrible planning, and no backup planning. If I were to recommend this machine, I wouldnt. To expensive for all the issues, bad customer service, and joke of a working product. Dont pay 2k for a machine like I did that had issues from day 1. Its a nightmare, I hate contacting customer services to tell them of yet another issue. Not worth the money or hype until they fix all issues and have products for it in stock. Very disappointed!
Response from Terra KaffeDec 17, 2024
Thank you for sharing your feedback, E! At Terra Kaffe, our customer experience team uses a variety of tools to provide fast and accurate resolutions, including live chat, email, and phone support—so you always have the option to speak with a real person. That’s important to us. While we continue to train our AI assistant to better serve customers, you’re always welcome to opt out and connect with a member of our team directly. As for the water filters, we’ve recently switched suppliers to cut upfront costs that had been passed on to our customers. While resulting in temporary delays, this new partnership allows us to offer a more affordable product—we consider that a win! We’d love the opportunity to speak with you and address your concerns. While we haven't heard back yet, please feel free to reach out to us!