Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a coffee maker. The coffee maker has loads of problems and spills out coffee grounds. They said I dont have a warranty so I have to buy a new machine or purchase a repair package which is $185. Working with their customer service has been a pain!!!!!! And they have not been able to fix the issue at all. I want a replacement machine! Or a free repair package. They need to stand by the quality of their machines. Especially since theyre so expensive.

  Business Response

  Date: 04/01/2025

  As this customer is aware, he purchased the machine through a third party that is NOT an authorized reseller or affiliated with Terra Kaffe in any way. As stated in our FAQ and Terms & Conditions, only products purchased from Terra Kaffe or authorized resellers are covered by warranty. This is standard industry practice. As such, we are unable to offer this customer a replacement machine or covered repair, since he did not purchase his machine from Terra Kaffe or an authorized reseller.

• Initial Complaint

  Date:02/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought Terra Kaffee TK-02 in Dec 2024. Received it a few weeks later. The coffee machine doesn't work well. It makes heavy noises, clogs the milk container pipe frequently, milk temperature is very mild, among many other problems. I requested for a return and got return shipping label. By the time they sent the return shipping label, I was on a 2 week international business trip. After I came back, packaged it and kept ready for return shipping. Then they cancelled the return shipping label all of sudden saying they didn't get the item within 30 days of ordering. I emailed them immediately that the unit is packaged and ready to be shipped out, they say they won't accept the return anymore.

  Business Response

  Date: 02/21/2025

  This customer was informed several times that the return window covered the first 30 days or 150 brews (whichever comes first). The customer reached out regarding a refund on Dec. 30, and we responded the same day with instructions for refund. The customer did not complete the refund request until Jan. 17, and we sent the return label on the next business day, Jan. 20. The customer then received reminder emails on Jan. 20, Feb. 4, Feb. 10, and Feb. 17. We received zero communication from the customer between Dec. 30 and Feb. 11.

  We then extended the return window, and provided the customer instructions on how to re-submit for refund, as the label had expired. We have not yet received a response from the customer, so we are unclear on what this customer desires for next steps. 

• Initial Complaint

  Date:01/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased a replacement drip tray.embedded in the tray should be a small magnet which allows the tray to be recognized by the machine.without the small magnet the machine is totally inoperable.there was no magnet in the tray i purchased so i asked for either the magnet or a different tray.they sent email asking me to prove by video or photograph the magnet is missing (weird but ok) i have now sent the photo several times asking if they have received it and when will they be sending me a fix.they have stopped responding and my $1000 machine is now a paperweight for the kitchen counter.alas, typical poor american customer service for this decade

  Business Response

  Date: 01/31/2025

  As this customer was informed in his first interaction with us, sending several emails in a row unfortunately bumps the conversation to the back of the queue, as our team works from oldest to newest conversations. This customer experienced further delays in response as his case had to continuously be escalated due the customer's use of abusive and insulting language. We have since informed this customer that we cannot accept abuse or vulgarity, and the replacement part, which is not necessary for function, has been sent out.

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against Terra Kaffe due to ongoing issues with my espresso machine and inadequate support, despite my purchase of an extended warranty. I bought the TK-01 espresso machine on May 30, 2022, for $1,061.78, along with a 3-year extended warranty for $********* August 2024, my machine began displaying a drip tray missing error, despite the tray being correctly installed. Following Terra Kaffes instructions did not clear the issue, so I sent the machine in for repair. When returned, it had the same error, indicating it likely wasnt checked before shipment.Since then, communication with Terra Kaffe and ********, their warranty partner, has been incredibly slow. Terra Kaffe only responds through email, with days between replies, while Mulberry operates exclusively via email and chatbot, often taking five or more days per response. Terra Kaffe requires ********* approval to proceed, and since Mulberry isnt responding, I am left with a broken machine.Terra Kaffe offered a refurbished machine as a replacementonly if Mulberry sends approval. I am willing to reluctantly accept this, though I believe a new machine would be more appropriate given my investment and extended warranty.After three months of emails and no real progress, the delays and lack of customer support reflect poorly on ********************* service. I am now requesting the BBBs assistance in having Terra Kaffe honor the warranty terms so that I can finally receive a functional machine.Thank you for your assistance in this matter.

  Business Response

  Date: 11/14/2024

  This customer sent a video of himself following the steps to reset the drip tray sensor, but, as we noted to him, the instructions were followed incorrectly. We have emailed him, emphasizing the correct instructions to follow, but he has not responded to our email. 

• Initial Complaint

  Date:04/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My TK-01s steamer seems to have stopped working. It seems to be over boiling the milk and I cant figure out how to fix it. The support team at Terra Kaffe keeps sending me pre-canned messages asking me what model I have (even though I have answered now 4 times). I am wondering if they are using a bot to respond to support messages, or if their team is not actually reading their messages, and just sending pre canned messages instead. Its incredibly frustrating after I have spent a lot on this machine. There is no way to contact a real person and get a response that feels truly directed at you.

  Business Response

  Date: 04/10/2024

  It looks like this customer's issue was resolved on April 8 by our team. The customer lost a component of their milk frother, which means the milk function will not work. We advised her to purchase the missing component and provided detailed instructions on how to ensure her machine is up and running.

• Initial Complaint

  Date:03/20/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To the Better Business Bureau,I am writing to file a complaint against Terra Kaffe regarding a coffee machine (Order #*****) I purchased on December 01, 2023, for $852.64 USD. Despite my initial excitement, the product has been a significant disappointment due to severe issues, including mold development within the machine and consistent functional failures. It frequently malfunctions by grinding without brewing and producing insufficient espresso, failing to meet the expectations set by its premium price.After encountering these issues, I promptly contacted the company's customer support seeking a resolution. Unfortunately, my request for a refund was unequivocally denied, despite the health risks presented by the mold issue and the product's failure to perform as advertised. It became apparent that the customer support team lacks direct knowledge of the product. My concerns were compounded by the company's practice of deleting negative feedback from their social media platforms, indicating deceitful practices.Adding to the frustration, Terra Kaffe's customer service has been abysmal. Despite promoting the machine as compatible with any coffee and any beans, in reality, the machine requires the use of specific coffee beans sold by the company. Attempting to use any other brands leads to the machine breaking, and seeking help afterward proves fruitless. This restrictive requirement was not disclosed at the time of purchase, misleading consumers and essentially locking customers into purchasing the company's overpriced coffee beans, leaving them without recourse when the machine malfunctions.Given the product's failure to meet basic quality and safety standards, the company's refusal to provide a refund or adequate support, the deceptive practices related to customer feedback, and the misleading promotion of the machine's compatibility with any coffee beans, I am compelled to seek assistance from the BBB to resolve this matter.Sincerely,*************

  Business Response

  Date: 03/20/2024

  Terra Kaffe has been in close contact with this customer. Upon purchase, the customer agreed to our Terms & Conditions that state a refund is only available during the first thirty days of ownership. The customer did not contact us at all until two and a half months later, at which point he was no longer eligible for refund, as he knows.

  Regarding mold, the customer, firstly, never mentioned this to us in his correspondence. If he had, we would have instructed him on proper cleaning techniques. Coffee waste, like any organic food product, will grow mold, especially in a dark, damp, warm environment if not cleaned properly. The customer is likely failing to remove and rinse the brew unit often enough.

  The customer noted in his response that the user is required to use ******************** beans, which is inaccurate. The customer may use any beans provided the beans are not oily. This customer chose to use exceeding oily beans, as noted in as many places, including the user manual, website FAQ, and in various emails. The machine functioned as predicted when using oily beans. 

  We have offered the customer troubleshooting, a repair, or a replacement machine, all of which he has declined. We will be happy to help this customer should he wish to receive assistance.

  Customer Answer

  Date: 03/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Terra Kaffe promotes its products to work with any coffee and any beans, I am attaching the screenshot from their website.

  I researched on internet and see lots of negative reviews that Terra Kaffe requires users use "recommended" "non-oily" beans, especially those that they sell. 

  Terra Kaffe should promote their products accordingly and not hide such specifics into terms of conditions. 

  As a summary of all similar reviews for this machine - it's poorly designed and engineered that it can work properly with widely available beans like ********** This machine can only work with specific beans.

  If the product worked as it has been promoted I wouldn't complain and ask for refund, unfortunately it's not. 

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *************
  
  
  
  
   
  

  Business Response

  Date: 03/29/2024

  As noted in the user manual, our website, and our FAQ, as well as ****** searches on superautos and how they work, all superautos, including Terra Kaffe machines work best with non-oily beans. 

• Initial Complaint

  Date:03/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TK one that Ive had for six months does not work and the company will not respond to my emails. There is no phone number that is working for customer service.

  Business Response

  Date: 03/15/2024

  Our only recent email from this customer was responded to within 48 hours. The customer did not respond following our response. We'll be happy to help the customer as soon as they respond to our recent email!

• Initial Complaint

  Date:03/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a coffee machine for Christmas on November 27th, 2023. It was not opened of course, until Christmas (December 25th). We started the machine and made a few "test cups" of coffee before we were able to have one that was drinkable. We eventually got there - we had probably 20 cups of coffee when suddenly the "milk" was not running into the machine. We cleaned out all of the parts, watched endless ******* videos, called the company, everything possible to make it work. Then we made another 30 attempts to make a coffee that registered as "cups" on the machine. Nothing came out. Our attempts gave us dirty looking water or at the very best an espresso. We paid $815.24. Our trusty *********** machine is $60 and thats what we are using now.I tried to return the machine - I do not want this machine. They told me I am outside the 30 day return window. Just to be clear, most clothing stores have a longer return window than that. 30 days for a coffee machine is wild. Regardless, I sent the first email on February 18th. The coffee machine was "here" for 53 days. It worked for 12 of them.

  Business Response

  Date: 03/13/2024

  As the customer mentioned, we have a thirty day return window, to which the customer agreed upon purchase of the machine. The thirty day window ended at the end of December - again, this is prominently listed on the first page of the instruction manual, Terms & Conditions, FAQ, and on the product purchase page. The customer did not reach out to us at all until almost two months after the return window ended, and the customer refused our help with troubleshooting. We are more than happy to help this customer further, but a refund is not an option more than three months following purchase.

  Customer Answer

  Date: 03/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  We opened the coffee machine on Christmas (December 25th) and it was set up a few days later which is ALREADY out of the return window, apparently. If the item was functioning and I didnt like it, that would be one thing BUT that is not the case. This item does not function. They are selling a faulty machine which is why this is for the BBB and not just a call to AMEX for a claim. This should be stopped for all customers, not just me. 
  

  also, our family was away from February 5-March 6 from our home which I can provide proof of.

  The machine was open and its attempted use for ONE month. For that one month it worked for less than 2 weeks.
  

  we did trouble shoot. We called. We watched ******* videos. Everything. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Customer Answer

  Date: 03/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  If the product was a functional product I would accept however me as well as many others have complained about the same issue therefore this business is operating on selling a luxury priced yet defective machine to the consumer  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *********************
  
  
  
  
   
  

  Business Response

  Date: 04/08/2024

  We have offered help to this customer several times, and she has not responded to our most recent inquiries. The problem she faces is easily fixable, and we look forward to her response to our emails so we can get her up and brewing!

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received my Tera Caffe machine two days ago after waiting a year on pre order. I received the machine with great excitement and anticipation.Unfortunately the machine fails at its at its core elements, producing a delicious cup of coffee. After producing quite a few cups over 2 days. Days unfortunately the machine cannot produce any coffee drinks that include milk that is above room temperature. The company has been refusing to respond to my emails. There's a 30 day return policy, however the company has not honoring the policy by just not responding to my emails. A 1500 dollar machine should not produce coffee that tastes like. It's been sitting in my car for 2 hours. After picking it up from the coffee shop. The hot milk comes out of the machine at about the temperature of an infant's bath.I would like the company to honor the return policy. I respond to my emails so I can return the machine. I'm willing to pick it up and drop it off at the company's headquarters if needed.

  Business Response

  Date: 03/19/2024

  This customer first reached out to us on February 29 - he received a reply on March 1. He responded on March 1, and received another response from Terra Kaffe also on March 1. He then replied on March 3, and Terra Kaffe responded on March 4. Unsure why this customer is saying he is unable to get a response, when he received answers within 24 hours to all inquiries. 

• Initial Complaint

  Date:01/31/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received the espresso machine and I am not happy with the quality of the espresso. The grinder does not have a fine enough grind for a proper extraction.

  Business Response

  Date: 01/31/2024

  This customer reached out to us regarding a refund for the first time after business hours on Jan. 29. We responded to him during business hours on Jan. 30, providing instructions for return. The customer had not responded to our multiple emails to him at the time of filing this complaint.