Terra KaffeReviews of terrakaffe.com

Great quick response by alex re warranty and discount questions.

Excellent espresso maker Perfect espresso every time Customer service was amazing as well Very helpful and quick to respond. Highly recommend this company

Very swift response with helpful advice.

I really enjoy my TK2! I have it for two years and it is going strong! I can say I have used it every single day in these last two years. Recently I was experiencing a occasional glitch on the screen and the company promptly send me the box with shipping label to send the machine for repair. I m very happy with their 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.

This machine is beautiful and easy to use. I really enjoy the app which allows me to warm the machine up from bed. The ability to schedule times to start the machine and put it to sleep is also wonderful. I had a glitch with the app not connecting and the customer service was excellent. They responded very quickly.

I just bought the Terra cafe Demi and it is the most complete machine for my needs!!! It’s not only modern and well designed, it has just the right amount of options necessary. And I love the automatic cleaning feature!

The TK-02 coffee machine itself is pretty solid. It looks nice on the counter. The convenience itself outweighs the fact the variable taste/quality of the drinks it makes. Even the espresso or americanos can taste a little different day by day. What truly disappointments, however, is their customer support approach regarding an item in my order that took almost 30 days to ship. The rest of my order shipped for "free" and shipped quickly for delivery within <7 days, but for whatever reason, this cleaning/maintenance item that took a month to ship did have a shipping fee attached to it. Terra's shipping FAQ page, which was updated a couple of biz days after my order, clearly stated that the item should only take 3-5 days to ship out unless it was backordered. I was never notified that the item was backordered, with Terra ultimately claiming that this cleaning accessory was in super high demand and thus the long shipping time. Hard to believe a cleaning item is in such high demand... Their support claimed to understand my frustration and acknowledged that the shipping time didn't match their own FAQ communications BUT still refunsed to refund the $8 shipping charge. I spent over $1,600 on a coffee machine, some bags of coffee, and cleaning supplies and they wouldn't refund 0.005% of my spend due to the poor shipping performance. Being this rigid in their refund approach gives me tons of pause about recommending Terra to friends/family or making additional purchases from Terra myself.