Terra KaffeReviews of terrakaffe.com

Response from Terra KaffeJun 12, 2025

Thank you for your review, Maureen! As we noted during our conversations via email and phone, it’s important to regularly remove and clean the brew unit on a weekly basis as part of ongoing maintenance. Like any appliance that operates with heat, moisture, and organic material, dark and damp areas that come into contact with food can be susceptible to mold if not properly maintained. We certainly understand how frustrating it can be to encounter this, which is why we’re always available to walk through cleaning routines and best practices. We stand behind the design and performance of the machine when maintained as recommended, and we continue to use customer feedback like yours to inform ongoing improvements. If you have any additional questions or need further assistance, our team is always here to help!

Response from Terra KaffeApr 16, 2025

Hi Ryan — We’re really sorry to hear about your experience. This absolutely isn’t the level of service we aim to provide, and you’re right to be frustrated. Your case has already been escalated to our team lead who is actively working to get this resolved ASAP. She’s reached out to our service partner directly to understand the delay and get your return box to you without any further holdups. We know this has taken far too long and understand your disappointment — especially after recommending us to others. We’re on it, and truly appreciate your patience while we make this right. If there’s anything else you need in the meantime, don’t hesitate to reach out to us directly at [email protected].

Response from Terra KaffeMar 20, 2025

Hi Megan! We’re sorry to hear about your experience and completely understand how frustrating shipping issues can be. After looking into your order and communication with our team, we see that the address provided at checkout was incorrect. While we were able to reroute part of the shipment in time, some packages had already been processed and couldn’t be intercepted. Since you purchased Shipping Protection through Extend, we directed you to file a claim with them and assured you that we’d support you throughout the process. Additionally, we offered a refund for the items that were returned to sender to help resolve the situation as quickly as possible. We always strive to provide the best possible service, and while we regret that this situation was frustrating, we also want to ensure that we’re fairly addressing concerns. If you need further assistance with the claim or have any remaining questions, our team is happy to help!

Response from Terra KaffeJan 16, 2025

Hi Kristine! We're truly sorry to hear about the disappointing experience you and your friend have had with the Terra Kaffe machine. We understand how frustrating it must be, especially since it was a thoughtful wedding gift. We'd love to clarify a few points and are happy to discuss them further, if you'd like to reach out to us directly! Firstly, the model you mentioned was not discontinued due to mold issues. We're simply focusing on the newest model and products beyond! Mold can develop in any coffee machine, as coffee grounds—like any food product—can attract mold or bacteria in dark, damp environments. We include care & cleaning instructions to help prevent this, including videos, and are always available to guide customers on proper maintenance and optimal brew settings to prevent overdosing on coffee grounds. If the machine was purchased through one of our external partners, like Zola, refunds need to be handled directly with them due to their unique policies. However, we’re more than happy to assist your friend in receiving a brand-new replacement of the same model that was purchased. If your friend hasn't already reached out to us directly, please direct them to contact us at [email protected]—we'd love to help!

Response from Terra KaffeJan 15, 2025

Hi Molly! Kindly note that we have provided multiple follow ups and have been in close contact with yourself and your partner, and have provided this documentation for you. As communicated, we are glad to offer a new TK-01 at this time, but we cannot offer a new TK-02, as that was not the machine purchased and has a significant price difference. Also as communicated, we are unable to process a refund, as Zola holds all funds from your transaction with them as your machine was purchased outside of our website and through an external partner.

Response from Terra KaffeJan 13, 2025

Hi Ryan! We're so sorry to hear about your negative experience. It looks like our team is waiting on confirmation from your end to provide you with a brand new machine—don't hesitate to reach out if you have any questions!

Response from Terra KaffeDec 18, 2024

Hi Meghan! Thank you for sharing your feedback. After reviewing your case, we see that we responded to your email in May 2024 to gather more details and assist with your TK-01, but never received a response back. From your initial message, it sounded like your machine may be overdosing—fortunately, this is something that can be resolved with a few setting adjustments! If there’s been any unresolved issue or additional details since then, we’d like to revisit this to ensure we can find the best solution. Please email us at [email protected] (or give us a call!) or respond to the prior thread, and we’ll be happy to assist further.