Terra KaffeReviews of terrakaffe.com

Machine started having issues within one year of purchase. Screen was fully non-functional and had to be sent back for replacement. The machine was returned to me in a broken box covered in coffee grounds. The machine is still having multiple issues and displaying error notifications. I get email replies from technical support that have a laundry list of steps to go through that ultimately yield no improvement. Buy something else.

The machine is fantastic, don’t get me wrong. The company seems to be run by a bunch of inexperienced entrepreneurs that woke up one day and decided to sell espresso machines. Customer service is nonexistent. I tried for days to get someone to answer the contact phone number which cuts you off after a message informs you how busy they are. Email has taken over 10 business days for a reply. How will I ever get help on my extended warranty if I ever need it is shocking now that I bought three years worth. Big mistake for me.

Awful experience overall. Product shipped was defective. Took forever for company to respond and then want to charge $55 for return label. I also think they are stringing out the 30 days return policy so as to say I can't a refund for their crappy product.

I would absolutely avoid this company. We purchased a Demi Espresso machine a few weeks ago and have had nothing but problems with it. The machine itself is definitely not very intuitive to navigate or use in terms of the design and menu. They claim the benefit is that it’s a simplified unit, but with only a knob and a button to push unless you read the manual and memorize it it’s not fun to use. My wife and daughters definitely had a hard time figuring it out without the manual. Maybe we got a bad unit but we consistently had wet mushy pucks and bad quality espresso. Lots of malfunctions (machine not responding) causing us to have to unplug the machine to restart everything. I decided to take it apart to clean the brew unit hoping it would help, and after cleaning the brew unit it would not go back in the machine no matter how much I tried (it’s a bad design compared to the other automatic espresso machines we’ve owned). BUT, the real reason I would avoid buying anything from this company is their customer service is horrendous. There is no phone number to call to actually talk to anyone, there is a number posted online, but it only gives a message stating that they are receiving high call volumes and hangs up. After doing some additional homework on trying to reach someone, I scheduled through their website a virtual meeting. After receiving confirmation for this meeting, I the. received an email stating that my problem was an easy fix, and that there was a secret menu that I could access to fix the problem. I followed the instructions and of course it did nothing to help. Before even allowing me to respond about the non-fix, they canceled the virtual call. I had to open a fraud claim with Affirm to finally get the RMA team to respond after almost 2 weeks. They responded to tell me they couldn't process my return because of the fraud claim, that the money had been frozen (weird the responded within a day after opening the case). I eventually did receive a return label (refund still pending), however they stiffed me on the TK-02 & Demi Better Brewing Bundle ($56) which was unused as they claim they don't have a way to process a return for an accessory, even for a broken machine. I highly recommend staying away from Terra Kaffe. If you look hard enough, you’ll find plenty of reviews like this. I believe they delete / will not allow negative reviews to be posted (I have not been able to). Bad machines and terrible (non existent) customer service.

Should have checked the reviews before placing the order.. If you don't have the time to read the full review, just know that if you buy the machine you'll have issues getting any response from their customer "support". Once they get your money, they don't care about your experience. I first wanted to buy the machine on Black Friday sale, but I was going to move from one apartment to another, so I sent them a couple messages through their website support chat and also through the 'contact us' form to ask if the machine could be shipped in couple weeks after the order was placed (which is what their info usually says, but I wanted to make sure it won't ship in 1 day or something). Never got a reply to either of the messages, and by the time I decided not to wait for them anymore and just order the machine to my work address, the promo code was gone. In January I started seeing their paid ad on IG reels saying that they had a biggest sale ever, etc and when I followed the Ad link, it would show me a promo code BCAI200 for an extra $200 discount on the TK-02 machine, which was bringing the total price to the one I saw during the Black Friday sale - $1595. It was still extremely expensive for me but I kept seeing the Ad multiple times a day, so they convinced me and I went ahead and placed an order with the promo code I had, that brought the cost of the machine to $1595 ($200 discount with coffee subscription + $200 with my promo code). I also bought 3 yr protection plan from them at $399 + the coffee itself. Order placed, card charged in full. One day later I got a fraud prevention email from them that prompted me to go through a verification to make sure I paid with my card, etc. I did that and got an email that my verification is done and approved. But another day later my order was cancelled by Terra Kaffe anyway under a pretense that it was 'fraud prevention', which I already verified. So I got a feeling that the promocode for extra $200 might not have been a part of their planned promotion and they just cancelled my order for that reason. I sent an email to their customer "support", but they didn't mention my code or discount at all, said that it was just a fraud prevention and I should place my order again and it won't be cancelled. When I tried to place my order again and used the same promo code Shop app showed me an error message saying that this promo code can be used only once and I've already used it for the order they cancelled. I contacted the "support" again and explained what happened. They said no worries, place that order without your code and we'll honor the original price anyway by refunding the $200 to you. I placed another order, sent them the order number to process the refund and then it began... At first they replied you already have a $200 discount on your new order so you're good. I was surprised and explained once again how my first order was placed with $400 off and they promised to order that price. They just stopped replying to me after that. I was waiting and waiting, then sending follow ups, had to contact them via IG and leave comments under their posts to finally get some sort of response. After that they just started gaslighting me saying that I never had any additional discount, that they system doesn't allow any promo codes when the item is on sale on their website and that I just don't know how to do basic math. While the ones who don't know how to do basic math are their support and their executive Cate who jumped on that conversation and started gaslighting me even more into saying that I'm basically s.t.u pid and don't know what I'm doing and that I never had a $400 discount. I couldn't stand being insulted and gaslighted like that anymore, so I just asked them to send me a return label for their machine, because my money would never go to people like that. If I got a bigger discount due to thei system glitch, they should have just said that the first time instead of cancelling my order and lying to me. I would have accepted that, won't place another order and just forgot abt this. But they decided to quadruple down, gaslight me, lie to me and re-invent calculation. So, Cate, Crustal, and the rest of the TK team, here's a free math lesson for you. The first order I placed had a $400 discount, so the machine was 1595+399 for warranty+ 21.60 for coffee + 164.51 in Tax = 2,180.11. The second order I placed had the machine for 1,795 + 299 warranty + 21.60 for coffee + 172.76 in Tax = 2,288.36. Good luck with your business not knowing math or how to deal with customers.

Drip coffee is ok, espresso is not good. Machine screen has been spinning for a week. Customer service is non-existent. Do not purchase this poorly made product as it also comes with non-existent customer service.

Product did not work after inboxing, DoA. The phone number did not answer any calls on a Friday afternoon nor did I receive a reponsive email to my issue. Was looking forward to enjoying the coffee maker. But will likely send it back and buy a well established brand. Its unfortunate as I was interested in the company and CM DM

I ordered a Demi. It made coffee, not espresso. There was very little crema, I've gotten more crema from an aeropress. So I increased the strength to maximum. That didn't do it. I decreased the shot size from 1.6 oz to 1.0 oz, and then I got crema! I was thrilled to see it! I mean, it wasn't a lot of crema. It was decent, though. I got a lot more with my manual and semi-automatic machines in the past, but it was something. But the coffee was still watery. It wasn't espresso. It was strong coffee with some crema on top. It was so thin that I could tell a difference in texture with a latte! I mean, really. The customer service team was great, they quickly allowed me to return the coffee maker.