Terra Kaffe Anmeldelser 185

First off, i’m not one to leave a review ever but my experience has been so frustrating that I needed to share. My customer service agent Eduardo has been trying his best, but i’m extremely disappointed with the product and company. I got this machine as a gift in 2021 and have loved it. However, i started having issues with it a few months ago and it’s been nothing but downhill since. I sent it in for repair once already, only for it to be broken again just a few months later. I’m now told they can no longer service my machine, and i have to buy a refurbished one. i had to push to even get $50 taken off that price. I asked for expedited shipping as it’s now been a month (after going back and fourth for weeks trying to find a fix) and they aren’t doing that either. For the cost of this product, it’s not worth it. please do better.

We purchased the terra kaffee tk-02 brand new and really enjoyed it, until we had a malfunction with the milk frother. We contacted customer services and were able to get it shipped to terra kaffee for repairs. It took about 2 weeks until we got our machine back completely broken. Parts were not completely put in, leaving gaps in places where no gaps were previously. The machine didn't work at al now, didn't make coffee or even hot water.
We contacted customer service again and their solution was to send us a refurbished machine. I'm sorry, but if I wanted a second hand product I would have bought a second hand product.
We did not agree to this "solution" and are still waiting for a response. It's been 3 weeks going onto 4 weeks.
Really disappointed on how they manage customer services.

I don’t normally write reviews, but this experience warrants a serious warning to potential buyers: beware of hidden mold and the health risk this machine poses.

We discovered mold growing inside the unit, in an area you wouldn’t normally think to check—underneath the right door where the grinder and brewer sit. This is not just gross—it’s a serious health hazard. When we contacted the company, their response was dismissive and insulting: “You just need to clean it and make adjustments.”

Let me be clear: this is a design flaw, not user error. I’ve owned several machines over the years and none of them have ever been this unsanitary or this poorly engineered when it comes to internal airflow, drainage, and cleaning access.

If you already own this machine, I strongly urge you to open the right-side compartment and remove the grinder/brewer housing—look underneath. You may be shocked. If you’re considering buying this product, save yourself the frustration and the risk- DON’T!!!

This is very frustrating I have to write a review to get anything done. I have had my to-2 for three months now. It only worked for 2 months. I worked with Eduardo and the customer service was garbage before him and when he worked with me. After we identified it needed repair he said he would be sending me a box to return it. It’s been over a month now and I still haven’t received the box. I would rather return it and get my money back at this point. I recommended this to two others and am regretting it. They made me look bad.

I can’t give a one-star to this product as the coffee it prepares is decent (not consistent, though). My problem was with the brewing unit; it had to be replaced less than a year after buying, and then it got stuck for a second time less than six months after being replaced.

The design of the machine is beautiful; however, the quality of the materials (remarkable for the brewing unit and all of the other parts that need to be washed) is very poor.

Customer service is not genuinely concerned about your problem; yes, they always start with an exclamation mark and ‘nice’ words, but that leads to no solution and very, very, very slow answers. God forbid if you send a follow-up email because you hadn’t received any response, because then you’ll receive a very ‘nice’ response saying that they being late to respond was your fault for ‘sending multiple messages’.

Finally, their solution was to offer me upgrading to the new machine trading in my old machine (which I agreed to, even though it meant paying 895 USD plus my old machine). But then they changed the terms of the trading-in value at the end, arguing that their ‘finance department had restrained their offers’.

Horrible experience. I will show you my machine being dumped at Staples for recycling so you can decide whether or not to invest 1,700 USD in a machine that has the slight possibility of being non-functional in less than 2 years.

My horrible experience with customer service was led by Gabriel, whom I’ve read here that is not the best at what he does.

The worst company I have ever worked with. Not only is their customer service horrible but the machine has so many errors. Do not buy this product!

*EDIT AFTER COMPANY RESPONSE: All you need to do to believe my review is to google "terra kaffe mold" and you'll see it all :)

I bought my best friend a coffee machine from Terra Kaffe. It was the one on her wedding registry. Unfortunately it got moldy--apparently this is a known issue and the reason the model ended up getting discontinued. When she reached out to customer service, they gave her the run around and finally agreed to send her a new unit. She gets the new unit and it doesn't work--of course.

At this point they haven't offered to give her the new model--which doesn't get moldy or have issues. And they haven't offered to give me my money back. I'm never buying from this company ever again.

Terra kaffe - you responded to my last review and said you offered me a brand new machine yet I didn't receive a call or communication about that. Gabriel stated he'd call me back and he didn't. quite honestly I am receiving faster communication on this app than your actual customer service! Unbelievable! I even have time stamps, emails, and screenshots!!!!

Absolutely terrible experience. Spent over $1,000 on the TK-01, has broken two times in the past year. Just sent it in for the most recent service, it came back in worse shape than when I sent it in, missing parts. Now I am left with no response from support for 5 days.

I regret purchasing the Terra Kaffe TK01. My experience has been overwhelmingly negative, and I would not recommend this machine to anyone. Here are the key issues I encountered:

Initial Failure: The first machine they sent me wouldn’t even power on. This should have been a red flag, but I gave them another chance.

Design Flaws: The machine spills coffee grounds all over the inside, making it difficult to clean and prone to mold. It’s shocking that such an expensive product would have such a fundamental flaw.

Water Leakage: Almost immediately, water started leaking from the bottom of the machine. Mixed with coffee, the water stained my countertop because I didn’t notice it pooling underneath right away.

Milk Frother Malfunction: After hearing a loud pop, the machine stopped producing milk foam. When I contacted Terra Kaffe’s customer service, they subjected me to an infuriating back-and-forth process, asking for endless pictures and videos. This dragged on with no resolution.

Repair Nightmare: I hesitated to send the machine for repair because of the negative reviews I’d read about their service, but I finally relented. After waiting for over a month, the machine came back in terrible condition:

The hotplate on top was missing.
The top and back housing were misaligned.
The bean housing was loose.
The prongs on the power plug were smashed together.
The machine arrived filthy, covered in what appeared to be sawdust and insect droppings.

It’s clear that Terra Kaffe has serious quality control and customer service issues. For the price, this product should be far more reliable and backed by a competent support team. Sadly, it’s not. Save yourself the headache and invest in a better machine from a company that cares about its customers and product quality.

I am so disappointed in the appliance that does not work correctly and the lack of customer service since my purchase. This was a big investment TK-1 of $900 and I have a machine that does not work and no way to return or have it replaced. Very frustrated customer.

Deceptive Misleading Bait and Switch advertising. Advertised $600 Off the TK-02 with no asterisk with fine print. They bait you into buying with advertising $600 Off then Switch you to a required monthly reoccurring subscription fee to receive their advertised discount. Customer service had to leave a voice mail since they are such a newish company that only sells two coffee machines. Terrible BBB complaints! Terrible experience with them and they don’t care to do the right thing. After reading all the negative reviews im not surprised. They DONT make anything clear! Having an entire webpage with the verbiage “The Tk-02 is $600 Off” with no mention of the coffee subscription is misleading. They left out any verbiage letting you know! Only clicking on to buy option do they point out it’s with subscription service. Saying “The Tk-02 is $600 Off” is plain English. It’s NOT $600 $400 $200 Off as they keep advertising if it was you could literally click to buy and you would actually get that dollar amount off. After reading the companies response maybe they don’t get it because like their China 🇨🇳 Manufactured mediocre import they might not understand the English language well. Just sain’

My machine malfunctioned and TK sent me a replacement part which did not solve the issue. They asked me to ship back machine for repair which they now have in their possession for close to 6 weeks and all they can say is thank you for your patients. This is completely UNACCEPTABLE. Buy your machine from a reputable company.

This $700 espresso machine was a complete waste of money. My husband bought it as a Christmas gift, but I wish I had received a Breville instead of going with this item. The TK1 has had consistent issues and didn't even last the full warranty period in terms of how many cups. When I contacted the company, they told me I was out of luck and would need to pay more to fix this low-quality machine as it was past the 1-yr. A Chinese super-automatic espresso machine called the Rooma RM-A10 is nearly identical and is likely made by the same manufacturer. I suspect they build it in China, ship it to the U.S and claim to be a U.S. company., and then overcharge customers. Within two years of owning it, the hose ripped, and now the pipe valve has cracked. I haven’t even brewed 500 cups of coffee yet. My engineer husband figured out the problem, but the company wanted me to pay nearly $200 for repairs to replace a part that probably costs just a few cents and wouldn’t provide the piece for us to fix on our own. I’ve heard stories online of people sending their machines for repairs and it comes back with more issues. I don’t trust Terra Kaffe at all and would steer far away. I feel so guilty my husband spent his hard earned cash on this pile of garbage machine instead of a Breville like he mentioned, biggest regret ever that I didn’t listen to him. The TK 1 is the absolute worst product I have ever dealt with, I thought it would make my life easy but it is a headache and now just takes up dead space in my home.

I am going to start by explaining the deal breakers for me regarding product, service, customer service, and the only two things it has going for it. The idea or concept for this coffee espresso machine, is a great idea, as I hate the wasteful ideas of Keurig machines and the expense, however, they didn't work the quirks out enough to be charging over 1k-2k. I bought an Extend Plan with mine, but, I didn't buy it to contact customer services regarding constant issues since I bought it 6 months ago. Thats bad. The only person that has been helpful is Cate, however, that doesn't resolve the issues long term. Their AI, Alex, gives inaccurate information but their excuse is, we are still training him. Then get a live person because the service sucks, not to mention, they were not transparent about changing suppliers for their costly water filters, and for long periods of time you couldn't buy a water filter for it, thats terrible planning, and no backup planning. If I were to recommend this machine, I wouldnt. To expensive for all the issues, bad customer service, and joke of a working product. Dont pay 2k for a machine like I did that had issues from day 1. Its a nightmare, I hate contacting customer services to tell them of yet another issue. Not worth the money or hype until they fix all issues and have products for it in stock. Very disappointed!

Update: after communicating via email with customer service, there’s no help being offered unless you give them more money in terms of either purchasing a repair or buying a new machine. They also advised me that despite what I’ve said below that I only had my machine for 1 1/2 years, and not 2. Makes it even worse actually. The founder did well moving his business into the US and not Germany, because otherwise they would need to deal with a 2-year warranty by default and probably would not make any money. Again, don’t be fooled by the pretty design and IG ads, choose a reputable brand if you’re thinking about getting a coffee machine.

After now coming at two years with the TK-01 I must say: the machine is unfortunately of really really bad quality. Sure, the design looks great and the coffee also isn’t bad, but the materials used are not holding up whatsoever. The first machine I initially received completely leaked after its first coffee so it had to be shipped back. I got a replacement, that’s fine. The second one didn’t leak, but started to develop cracks on the plastic outer that are now slowly but surely cutting the machine in half. Mind you, the machine never fell or anything. The brewer is also cheaply made, making loud noises and sometimes simply doesn’t press coffee. And yes, I have always descaled and cleaned when prompted. On top of that the company has always some sort of fulfilling delay. I initially ordered the TK-02 in 2022 but after it was clear that the shipping will be delayed by more than 6 months, they offered the TK-01 for $200 off which I took. Now I wanted to restock machine cleaner supplies which is also delayed in shipping because there “has been a fire” that only destroyed the inventory of the descaler. I will continue to use the machine until it completely falls apart (which will probably be soon) as I somewhat have to justify the price point of $800. But it has been a very expensive coffee of more than $1/day when taking the non-existing longevity into account.

This thing has been fantastic. Biggest plus is the finite and easy to use settings. If you like your drinks, a little hotter/cooler/more or less milk/espresso you can control all of it. I had a nice machine, but no way to control it so sometimes my espressos were hit or miss.
Super friendly staff and a lot of how to videos online to make it simple. They put a lot of thought into the design. It’s like opening a brand new MacBook or iPhone. Definitely brings up the cool factor of my kitchen counter…

Having used the TK-01 for years, I was excited to finally get the TK-02. After trying various superautomatic machines over the years, I'm pleased to report that the TK-02 surpasses them all. While the TK-01 was impressive, the TK-02 takes it to another level. I actually keep the TK1 in my office now for quick recharges lol. I love that I can use the app to schedule my drinks, so my latte is ready when I wake up. In the first week, I had a few questions and reached out to their support team. They were fantastic—quick to respond, friendly, and very knowledgeable about the machines and the company. This experience was a breath of fresh air compared to other espresso machine companies I've dealt with. The positive experience with my minor issue provoked this review. I highly recommend the TK-02 to anyone in the market, and I also have fond memories of my TK-01 but fr the TK-02 is so much better lol

Customer service is hard to get a hold of. Machine is very inconsistent and often has errors. Finally sending it back for repairs, they always sent me videos to help " solve" any issues that came up. Yes, they abide by their statements / coverage but support is hard to access and very inconsistent. Frustrating experience

This machine is not consistent at all in making foam (I have read the manual 3 times over, adjusted the foam dial, etc) which means it has failed to do what I need it to. Make coffee with any milk foam consistently. I get somewhat decent foam every 6-7 tries. Incredibly finicky machine, high maintenance and very low tech. Doesn’t even have a water-level remaining percentage on the LCD. Even the lid to my milk jar has fallen off, the superglue they used didn’t work. Comes off as cheap. Will be returning mine.