Whole Latte Love — Local services in Town of Brighton

I have had nothing but abysmal experiences with this company. When I ordered a $1500 espresso machine from, that they had set up with the shipper, without informing me for all kinds of protocols, that I learned from the shipper, to receive the shipment that required me to stay at home all day to receive the item to physically sign for it. I live alone so this was a significant inconvenience and had to rearrange my schedule to do so.

That purchase earned me $30 of reward credits. On July 6, I attempted to use them to purchase a couple of items costing $8.07 and weighing less than a few ounces. They charged me over $19 for shipping it, zeroed my rewards and charged my credit card for the full amount of almost $28. When I tried to call them about all I got was an automated message to file a dispute on their website. In that dispute I gave them the option of either restoring the rewards to pay for it and refunding my credit card or canceling the order by today, July 10 at 5PM PT. I did not get a message back from them till the morning of, July 10, that they were looking into it. I immediately responded to it when I woke up that I expected a reply by the deadline I had set or I would be instating a charge back. I have not received a reply. Not only that, the credit card is still charged and the order may have been shipped. So now, even if they refuse to restore the rewards to pay for it, as well as a credit card refund, I may have to pay for shipping it back to them if the credit card company does the chargeback. As such I regard their customer service as abysmal for the following reasons: They do things regarding shipping without first informing the customer and giving them choices. They charge what I consider to be excessive shipping rates for small items such as parts. They do not allow phone calls for anything other than sales. They do not respond to messages it what I consider to be a timely manner.

Given this evidence I invite readers to consider alternatives for their espresso machine needs.

As for the machine I purchased, a Gaggia Accademia, it has been an incredible machine for product and cleaning ease and can be purchased directly from the company that has provided me with excellent customer service.

Update: Today, July 11 I received an email update from the company stating that they have refunded back the charge to my credit card and used the rewards/gift cards to pay for the purchase. That said, I still consider a $19 shipping charge for a few ounces of merchandise outrageous as well as the length of time it took them to resolve the issue and only after I posted this review, instituted a chargeback, and filed formal complaints with various agencies. In my opinion one should not have to go through all these steps to obtain a timely response. Then there is still the matter that the only phone calls they accept to reach a live person are for sales. As for additional follow-up I informed Gaggia about the issue and received a very thoughtful and supportive reply the very next day. Once again, great customer service from Gaggia.

I have posted a phone of the $9 items that they charged $19 for shipping

My response to the response to the WLL response: At the time I purchased the machine, over a year ago, I was never informed of the signature requirement. If it was posted on their website, it was never be brought to my attention and I did not see it. Since no delivery window was set, other than the entire day I had to stay at home the entire day till it was delivered early in the evening.

The items ordered could fit a small padded envelope. The actual weight of the items was 1.2 ounces and the items were not particularly fragile. The size of the box was 10"x6.25"x5. The empty box weight box with packing material was 7.4 oz. The bag containing items was 5"x6". According to the USPS website, individual rates for shipping this, using the WLL box and packing material is $6.65. Commercial accounts...

This is my first 1-star review, and I’m not leaving it lightly. My husband (Tim) and I have had the worst customer service experience with WLL. We’ve lost confidence in WLL as a company and regret purchasing our Profitec 400 from them. If we could go back, we’d buy the same machine from a different distributor. Here are a few highlights from our experience:

We received our Profitec 400 on 6/3/23. It arrived with a damaged cup warming tray. Not a huge deal, but not a great first impression. WLL sent a replacement. After about 6 months, we heard a hissing sound due to a leak. WLL gave us troubleshooting steps, but the issue was intermittent and the machine still functioned. By July 2024, the leak had worsened. Tim dismantled the machine to troubleshoot. We contacted WLL on 07/03 and followed up several times via phone and email. No timely response. On 07/09 we finally heard back and were sent a replacement temperature probe that didn’t fit our machine.

This is where things really fell apart. After a dozen phone calls and multiple emails, we still couldn’t get consistent help. Each time, we re-explained everything to a new tech who promised follow-up, then nothing. This cycle continued for weeks. Reviewing our emails now, we’re still shocked at how many went unanswered.

This was especially stressful because we were selling our house, moving into an RV, and needed the machine fixed before hitting the road. Tim and I both worked in the coffee industry for over a decade. Tim is more than capable of handling repairs (not that he should have to with the warranty). He reached out directly to Profitec because WLL had stopped helping. Profitec responded within 48 hours with clear instructions to fix it. WLL had not helped us. Profitec did.

Tim’s summary: “The probe in our machine requires a bushing due to a wider port in early models. I couldn’t tell there was a bushing on the old probe due to scale buildup from the leak. I cleaned it, taped it, doped it, and threaded the new probe in. We finally had a working machine.” We told WLL what happened and how they failed us. WLL didn’t respond. We followed up and eventually got a short reply, no real acknowledgment, just a vague “we’re doing everything we can to ensure this doesn’t happen again.”

On 05/12/25, we reached out to WLL: the machine was leaking again and failing to build pressure. We opened a repair ticket and shipped the unit. WLL received it on 05/28. It was damaged in shipping (not WLL’s fault), and the needed part was backordered (also not their fault). But again, WLL failed at communication. We only got updates when we contacted them, despite their promise of regular communication.

Eventually, we received the “repaired” machine on 07/31. Unfortunately, it wasn’t fixed. The thermo probe port still leaks. Now, the steam wand behaves differently. It loses power and has a delayed shut-off, which was never an issue before. WLL sent a return shipping label on 08/08 but denied our request for expedited shipping. At this point, we expect nothing more than the bare minimum and we have no hope for a positive experience.

In summary: the damaged cup warmer; early leaking; Profitec’s explanation that a bushing was common in early Profitec 400s; incorrect replacement part; repeated communication failures; the failed repair; and new functionality issues—all of these leave us with serious doubts about WLL and our machine.

WLL’s customer service has been unprofessional and frustrating. We’ve spent hours seeking support, with minimal effort in return. We truly regret buying from WLL and now recommend friends and family shop elsewhere. We understand problems happen. What matters is how a company responds when they do. In our case, WLL failed that test. If you’re considering a major coffee equipment purchase and want to feel supported—do...

I'm really bummed to write this review, as I was very excited to get my first, and then second espresso machine from them. Unfortunately, they were very much less than stellar from start to finish.

I originally ordered a Gaggia Classic Evo Pro from them. Unfortunately, shortly after I place my order I found out about "Boilergate" (Google Gaggia Boilergate to learn more), and didn't want to risk it since it seems like so many people are having issues with the coating on the boiler flaking off into their drinks. I contacted WLL to do a "return to sender" on the shipment since it hadn't been delivered yet and get a refund so I could switch to a different machine. After multiple support communications back and forth, and then 43 minutes on the phone with their customer service, I was told that I would have to ship the machine back to them. I then called UPS to see if I could return the shipment or refuse it while in transit, and they told me that the shipper (WLL) would need to do that because WLL put restrictions on the shipment options which kept me from making that RTS change. Ultimately, I contacted WLL support again and they were able to do the RTS. All this seems somewhat 'no harm, no foul' as I'm typing it here, but WLL really made this way harder than it needed to be, and thereby wasted way more of my time than they should have.

Fast forward and I ordered a Profitec Go from WLL instead. I wait another 10 days or so after the Gaggia ordeal and finally receive my machine. It arrives fine, but when I unpack it, it is SOAKING WET in it's bag. I came to learn that the "moisture" as WLL put it was due to "bench testing" to help ensure the machine functions properly. Well, that bench test was apparently a failure, as this machine was DOA... I end up talking to a support rep this time, and this dude is very obviously annoyed that I bothered him to ask for help. Gave me attitude the whole time and sent me some instructions and said follow them, he can't help me over the phone. Great support, right? Anyway, I follow the instructions and it didn't work. I end up calling back to do [yet another] return with WLL. This takes 3 days to complete! They had to fight with me about it, then approve the return, then approve it again by a supervisor, then I had to wait for someone to decide to send me an RTS label. I'm just thankful they finally refunded my money (days after they received my return) without a fight, because unfortunately, I was fully expecting them to tell me the machine was DOA because of something I did and therefore they would have to fix it and deduct $600 or some ridiculous amount from my refund (read all of the many other negative reviews about these sorts of tactics by WLL...).

Needless to say, I ordered a new Profitec Go from Clive Coffee, and had a 100% different, WONDERFUL experience. After my confirmation email from them, a guy named Tony sent me an email letting me know to feel free to ask any questions and he'd be happy to help. I decided to try it out and ask Tony to give me a call just to see if it was a canned email or a real person. HE CALLED ME WITHIN THE HOUR and we had a wonderful conversation. He was so helpful and friendly...the support I wished I had received from WLL the whole time. Thanks Clive Coffee for such wonderful service. WLL can learn from you!

I hope WLL reads this, and all of their other negative reviews, and does some customer service training and revamps some of their processes. Even with all of the issues I had, strong customer service and a good attitude would have gone a long way and save WLL this review. For anyone who read this far, I would highly suggest skipping the slightly better price at WLL, and go with Clive Coffee or the Seattle shop. They both are night and day...