ECS Coffee - Burlington — Restaurant in Burlington

Please read this review until the end to understand why we are writing this review..... Note, we have changed the review from 1 star to 4 stars, as Neil, (The Owner), has made much efforts to resolve our issue, by providing a new K2500. Again, please read until the end, this review could help you! We purchased the K2500 commercial Keurig machine through ECS Burlington in June 2023 for Father’s Day. Before we purchased it, we were told that this machine was fixable should anything happen, this is the reason we chose this model. We purchased it without the side water container as we had the water connection system before with the K150 (Lasted over 11 years). On June 28th 2024 we started getting some trouble with the machine, working on and off. We cleaned it as we have done in the past, but still experience the same problem until July 5th, where it stopped working. We contacted Keurig, (American Location), who told us that although it had only 1 year warranty, it usually honors up to 18 months. The American division transferred us to the Canadian division who told us to contact ECS, as we purchased it there. In early July, 2024 we contacted ECS, and they mentioned that" we heard wrong" as the warranty of the machines was only 1 year. They suggested for us to bring the machine for them to look at. They offered us to look at it for the bargain price of $50.00, with the mention that there was a good chance that they would be able to fix it, while when we talked to the American and Canadian division of Keurig, based on the code we gave them, claimed otherwise. We decided to wait a bit, as the ECS office was far from where we live. Earlier this year we agreed to the $50.00. A week later, ECS Coffee told us that that machine was not fixable, however, should we decide to purchased a new machine they would drop the $50 dollars change. We told them no thank you! ..... The story continues, as this is why we are writing this review. My husband is a plumber, and decided to look at the machine himself... As it was no longer fixable as per the ECS, no harm would be done. What we found is that the solenoid valve was no longer working/defective. We contacted Keurig who mentioned that those parts were not available. So, my husband noticed that the side water container, sold separately, did not connect to the solenoid valve, and we decided to buy a container. Guess what... It has been working very well since then, (3 months). So should your solenoid valve breaks on your K2500 machine, and possibly all other machines that has the direct water connection option. Note* that it is possible to fix your "unfixable" machine by buying the side water container.

Our hope is that someone will read this...

UPDATE: The owner Neil clearly cares about customer service, the customer experience and his brand. Now a days you don't find too many businesses that take the time to acknowledge the negative feedback but he is truly different and really does care! He reached out to me immediately after my post to discuss my experience but mostly to find a resolution to my "unusual" situation. I retract my earlier post about this company and based on his caring approach about people and their experience with his business, I would highly recommend this company. Also, you can see he is a five star company for a reason. Thank you for acknowledging me Neil! Our realtor purchased a Breville Barista Pro BES878BSS from ECS Coffee as a gift (key word being a gift) as we moved into our new home. This machine has never been removed from the box (obviously never used) and is currently listed for $1299 on their website. I see on their website they offer "open box" sales and some of these ads even mention they are used. I called them to see if they would be interested in taking back this machine at a reduced price to me as a credit towards purchasing another machine in their store (Phillips 5400) which is listed on their website for $1499. The catch on this request is the gift receipt is dated the beginning of April and we were given the machine roughly late August. The woman on the phone was dismissive of me, suggested that the receipt was almost a year old (which for the record its just over 6 months) and highly doubt that she even bothered to ask a manager if ECS coffee was interested in doing this because I was on hold less than 10 seconds and simply told me that the gift receipt is valid for 30 days. When I questioned her about seeing machines on their site that have actually been used and this one wasn't even opened she couldn't be bothered to work with me and make additional money by upselling me. Say what you will about timelines however clearly this company is not interested in customer service or at the end of the day making an extra $700 for doing nothing! COVID, moving and other life happens have affected us getting back to this company in a timely manner however there is zero sympathy and the lovely gesture that we were given has been tainted. Save your money and don't buy from...

Update: 2020/02/05 Thank you to Neil, who is the President of this company responded via email personally. I respect him and he made things right by me and I feel like a valued customer. Thank you Neil for your professionalism and I know you said this will lead to some changes for the better....

I ordered an open box item from this business, to receive an email stating that my area was in a remote area so free shipping would not apply. Fair enough I am outside Calgary, the email also asked if there was a less remote area that wasnt on their remote area list as they would need to charge me 40+ dollars.... So I work in Calgary, a city of over 1 million people with a postal distribution hub about 1 km up the road from my office so I supply this and Apparently this was also on the list for "remote" area. I received a call from a representative who told me that this was all listed on their website and that I should have read and if i met them in the middle at 19$+ for shipping they could do that. When I placed my order there was no note on the shipping quote even when they billed me. It said 0.00 on my invoice. When questioned why this would happen the representative said it always does this and that it's up to me to read the shipping terms.... even tho my invoice says 0.00$. The representative also said this is an open box item and if we dont charge shipping then we will be in the hole on this item.... I see now that my postal code is on the surcharge list.... However Calgary is NOT! When I said this the representative said that as of january shipping costs have gone up.... and again the representative told me that this is all listed on their website... yes thanks I can read but nowhere do I read Calgary T2J as a surcharge for remote area... when I said it was false misleading advertising the representative disagreed and was getting frustrated with me.... Poorly handled on the part of this company, perhaps instead of trying to extort more money for shipping after an invoice has been sent this should be sorted out in your software for quotes.... otherwise its misleading.... Thank you for...