Seattle Coffee Gear Anmeldelser 

On April 2025 I bought a Rocket R Nine One high end Expresso machine from Seattle Coffee Gear. I bought the machine from SCG figuring in case of a warranty claim I would want a company to stand behind the $7K investment I was making.

In February 2026 my machined failed and I called customer service for support. I was informed a service technician would call me back the following day, but each time I called, and I called multiple times, no one returned my call. In late March I called and told the customer service representative if I wasn’t put in contact with their manager I would call the Attorney Generals and file a complaint. I was immediately put through to the manager who on the 27th March acknowledge that a local service technician would be called to come to my home to repair the equipment. But this took until the 15th May for a service technician to be contacted. My appointment by a qualified service technician was scheduled for the 28th May. So after waiting three months I was received a visit by the assigned service representative, who turned out to know nothing about my expresso maker. After making a couple calls the machine was loaded into there vehicle and as of today, the 4th July, it remains somewhere, supposedly under repair.

June 12th I received an email from SCG asking me for full transparency, did I try and download firmware into the machine. SCG has identified several problems with the express machine, but when I inquired as to what the root cause problem was with the machine, SCG informed me they didn’t know. On the 17th June, over 4 months since I first called SCG, I made a request for a total refund of my $7K investment, or a new machine. SCG quickly responded on the 18th June that they would do neither. Even though the machine comes with a three year warranty, SCG on the 1st of July, offered me $500 to resolve my claim.
So my plan to buy a high end $7K investment with a three year warranty from a company I believed would stand by their policy’s has been a complete failure. Offering me $500 to go away on a $7K expresso machine under a three year warranty.

The promised 5% discount was deemed invalid. The code they gave when i filled out my order was not accepted during check out so I ordered thru amazon. They texted me 6 times and continued to send me email after email despite me clicking unsubscribe. I was able to stop texts by messaging STOP, but the emails continue.

I purchased a high end espresso machine from SCG after a lot of research on the machine. Unfortunately I did not research the company. I received the unit, which I had purchased for a father's day gift, and neglected to open it since I was gifting it in a few days. The unit arrived with a foot detached, the display crooked/partially detached (leaving wires exposed), and the casing dented. The boxes it arrived in were in pristine shape, so the issue clearly happened prior to shipment. I was unable to contact the company directly, as they have "bankers hours" M-F 8-5 PST. They replied to my email very late on Monday and said I needed to give them more time and to also send pictures of the boxes. Still no response by Tuesday mid-day, so I called them directly and was told they had to wait to hear back from the technician before they could move forward. I have no idea why such damage requires a tech to sign off. Any good company would stand by their products and take care of this immediately. At this point, I am hoping to just make a return and purchase from a different company entirely. Very disappointed with my first experience with this company.

I have been a customer for years. I have bought a lot of things here and there was a time I really enjoyed and thought I was getting good customer service, etc. but apparently things have changed at this once great company.

I ordered a rocket R 58 and paid them my $3500 for the privilege. They shipped it and messed up the shipping because I told them when I would not be here to pick it up and that’s when they had it shipped. You have to be present to sign for it. So that created an issue, but that’s something that is also the fault of FedEx. But that’s who they choose to ship with. But here’s the real problem. This brand new $3500 machine arrived and when I unboxed it set it up everything‘s going fine pulling shots and I noticed that the chassis seemed loose on the right hand side. Further investigation reveal that a fastener in the upper right front part of the side panel had not been attached. I contacted them and they drugged their feet. This was a day after it arrived. I told them I was disappointed, and that I really hated to think of the fact that I would have to box this thing up and send it back. They offered to just send me the screw. That was all they offer was. I said that I was hesitant to take a brand new machine apart and void a warranty on something. The ended up offering to reduce $100. Send me the missing bolt and put in writing that they guarantee as a rocket servicer that the warranty would not be voided. They sent me pictures of where to take bolts out to open the machine. So reluctantly, I went ahead and agreed with that. They immediately refunded the hundred dollars and I saw that a FedEx went out with the part. A number of days later the part arrived. But it wasn’t a typical screw with threads in head that you put a screwdriver in it’s a little post with threads that looks the same on both end and a couple washers. Not one scrap of paper was shipped with it not one instruction on what to do once I open the thing up where this goes how to attach it properly how to make sure I protect the machine nothing. I sent them an email and told them that that sucked. That that’s not what they should’ve sent me. It is not a screw and they should’ve told me more because I don’t know what any of this is intended to do. That was three days ago and they have not returned my email. At this point, I believe I’m gonna box the whole thing up and send it back and get a refund and buy one from a competitor. I think it’s ridiculous that you could spend that much money have a problem that probably happens from time to time but then get this bad customer service.

I purchased a refurbished espresso maker from Seattle Coffee Gear. It immediately started leaking water upon first use. I called and was told that it was "defective and not repairable." I was then told that I needed to go through a lengthy process to clean the machine and bring it back to "like new" condition, and re-package it carefully to get a refund. This will take hours of my time because they sent me a defective machine that was obviously poorly refurbished. Do not buy from this company.

terrible seller - took 10 days and finally cancelled!
now waiting another 10 days to get my money back
It is a scam avoid!

I bought a Rocket Cellini Plus in 2013. It arrived with leaking pipe joints. I called SCG, and they told me to fix it myself with little or no guidance. I'm good at fixing things and I figured it out. A dozen years later now, and the group head needs rebuilding. I inquired by email about a rebuild kit. I received a reply to look on their web site, which I had already done and not found such a kit. I would say that their customer service is poor. At the very least at this point, I should get a call to help me with parts and instructions.

Sent my Philips 3200 Espresso Coffee maker into SeattleCoffeeGear for repair. I told them that the machine was leaking water at the rear if the machine. They sent me an estimate to repair of $401. A new one is $399 form Amazon. So, I paid the inspection fee and had them return our machine. I decided to do a little detective work to see if I could find the leak. I took the back of the machine and put water in the tank and surprise surprise there was the leak. Turns out that the leak was on a $10 hose connection. The parts they said needed replacement are all working fine and do not leak. After that, I checked their rating and it is very poor. Not one 5-star review, why am I not surprised.

Has the worst customer service out there. Ordered an expensive grinder 3 weeks ago as a gift and it’s still not shipped. They lied and told me I was informed of a back order issue. I was not. I purposely purchased one that was listed as available. I’ve been given the runaround by reps and the issue is still not resolved. Never again

Very poor experience with Lavazza qualita' rossa coffee bricks. I was sent damaged coffee bricks, as per the Lavazza site air should not come out of those bricks but Seattle Coffee Gear are saying "all is fine" and they will not replace. Amazing that people at company that specializes in selling coffee and coffee products, know so little about coffee :-) I am going to stay away and suggest you do the same. This is from the Lavazza site. (lavazzausa com en faq): "All bricks of Lavazza coffee are fully sealed when shipped by our warehouse. If you squeeze the brick and no air exits, the seal is fully intact and the brick of coffee is fully sealed and there is no impact on freshness or preservation")

Seattle Gear is the worst company you could do business with. Especially if you return a product. You'll have to pay for shipping and a 5% restocking fee. They don't tell you this at the time of purchase.

I ordered a LUCCA 3oz pitcher and the one I received was a knock off of the original product. The one I received looks like ones they sell on Amazon with a large lip and holding more than 3 ounces. I contacted support to ask for an exchange or a refund and they told me all I could do is a return where I would have to pay for shipping because they claimed what I received was what was in the photo. I asked several times for an exchange because what I have was clearly not what was in the photo and they refused. The item was $10 and I paid $6 for shipping and in total it was around $17. As much as I would like to return it because it is not what I ordered. I’m not interested in paying shipping twice so unfortunately I have to accept the abuse and swallow the cost. This whole experience felt cheap and dirty.

Update: I received a phone call from a customer service rep that apologized for my experience and offered a refund with no return. I tried to return it, but the gentleman said it was considered a low cost item and wasn’t worth returning. So I am receiving a refund and keeping the pitcher. He also said adamantly that he would message the production team to look and see if all of the pitchers they’re selling look like the one I received or if they are an actual reflection of the one in the picture. He said the customer service rep that told me what I had was what was in the picture and refused an exchange because of this, was because the product specialist told him that the picture is an accurate representation of what is in the boxes. I changed my rating from one star to four stars because of this phone call.

If I could give a negative number of stars, I would. I bought a coffee grinder. It came without a gasket necessary to attach the hopper to the grinder. After numerous attempts to reach customer service they told me they didn’t stock the part and I would need to contact the manufacturer myself. They offered nothing in the way of service or support. I was forced to file a dispute with my credit card company. I wish I had seen the negative reviews before purchasing. Never again from this company.

Horrible service....Fedex still has not delivered the package(15 days) and SCG has not lifted a finger to resolve the situation. I will never do business with these people ever again. I write about this to warn others.

very difficult company to do business with is they're very polite when you order experience machine but is soon they don with the sale they don't like to assist you with problem or complain, and worst part if your shipment got lost bad luck for you because they don't car,i will never buy anything even with a discount,

I ordered the diletta mio. Got email few days later saying they are out of stock and won't be in until 3 months so I called and asked the lady if they can just send a different one which was a hundred dollars more and see if they can price match it since they didn't list the last machine as out of stock and wasting my time. She refused outright with a bad attitude and said that it was listed as back order on the website which was a lie. I was staring at the website, as she was talking and there is no note of it saying that. I ended up buying the breville oracle off of williams Somona website.

I have bought 3 machines from SCG over 10 years - two Jura and a Saeco. The first Jura was a refurb and was totally amazing, but superautomatic espresso technology kept advancing, so I bought the Saeco for milk drink automation.

The Saeco never worked right, pouring more coffee into the drip tray than into the cup. Saeco wouldn't support it because it was a special SCG serial number (what!?), so I sold it and bought the most amazing Jura E8.

Back to the bait and switch. I signed up for SCG's texts and every week I got a new one with a sale on superautomatic espresso machines. However, even though the Jura and Breville machines I was interested in were displayed on the sale page, the "terms and conditions" of every sale exempted those two brands from the sale. What!?

After several go-arounds with customer service, I finally got the sale price on the E8 -- and what an amazing machine it is. Customer service was apologetic, but someone needs to let marketing know to NOT display sale machines that are not part of the sale.

I had a bad experience with the customer service of this store. Despite emailing four times and waiting for a promised follow-up call from Edgar, I never received a response. Their phone line had long wait times of at least 10 minutes. The website's purchasing process was also confusing, leading to my package being sent to the wrong address. Despite contacting them on the same day of the order, they were unable to assist me in resolving the issue and did not take responsibility. I recommend avoiding this store for online purchases.

Purchased a case of whole bean espresso. Got a confirmation email, but no follow up. A week later, still no information. I've been on hold for hours. Each time I get a voice saying where I am in the queue. After a while they simply hang up. I go through the sequence again, and of course each time I call, I'm further back in the queue. I will not ever buy from them again.

Update: after my 5th call someone answered. She disclosed that it was out of stock for the next several weeks. Offered me a refund which I gladly accepted. Pretty terrible communication and customer service.

I give this company 1 star for poor customer service. I accidentally entered my email incorrectly during the order. Called to have it corrected and the girl said she would fix it and resend the order information. That never happened. Had to call back and was told by another person that emails can’t be changed. In addition, items that were shown as available actually were not. Not impressed with overall experience. I’ll buy coffee locally from now on.