ComplaintsforSalzman Group, Inc.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased ***** 37S. Screen went out and was replaced under warranty. This issue is a known problem on this grinder. The replacement screen also failed. However the company tech told me since the replacement failed outside of the 30 day warranty, it wasn't covered. From my perspective, my defective screen was replaced with another defective screen. Therefore I didn't get an acceptable replacement, since they just gave me another defective screen. This is a known problem of defective screens when I researched this issue on the internet. I tried to resolve it with the tech, and escalated to the tech lead who told me the above which was unacceptable. I asked him to escalate it and he refused, which is why I am bringing it up here. I believe I should receive a part that works, not one that fails the same way the first one did.

  Business response

  06/17/2024

  Thank you for sharing your concerns through the Better Business Bureau. We apologize that your issue wasn't escalated to our leadership team earlier and appreciate the opportunity to address it now.We apologize for any inconvenience regarding the screen of your ***** 37S grinder. Here is a summary of the relevant details:Purchase Details: The ***** 37S grinder was purchased on October 6, 2018, under order number *******.Initial Contact: You contacted us on June 25, 2020, regarding a display issue. We provided a replacement screen on July 2, 2020, under order number *******.Warranty Coverage: The grinder's original warranty expired on October 6, 2020, two years after purchase. The replacement screen was covered by a 30-day warranty.The replacement screen, provided in July 2020, was under warranty for 30 days. We typically do not extend warranty coverage beyond this period, as it aligns with our standard policy and your machine is now almost 6 years old. I have made an exception and will be happy to send out a replacement screen at no cost. Please contact me directly at ###-###-#### or ************************ and I will be happy to verify your shipping address and get the replacement warranty part shipped out.Sincerely,Megan V***ControllerWhole Latte ****************************

  Customer response

  06/17/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *****
  
  
  
  
  

• Initial Complaint

  05/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ****** ******* ******** espresso machine form this company on March 9, 2004. The coffee bean hopper was broken. I read online reviews about their poor customer service (which I should have done before purchasing from them,) so decided to just purchase a new one which would be quicker and easier. In early May, the milk carafe stopped working. I took it apart as directed to clean and found two broken parts! Went to the website and neither the parts nor the carafe are available. The carafe has had three delivery date, the first two have past and still no carafe. They continue to sell new machines, so they have the carafe, they just refuse to sell them to people who have already bought the machine. I now have an $900 paperweight. I have contacted Whole Latte Love, no response. I left a review which they refused to publish. I have contacted ****** three times and have been told to contact Whole Latte Love. I want a milk carafe NOW or I want a new machine or I want my money back. Thank you!

  Business response

  05/31/2024

  I personally reached out to the customer today at 1pm and spoke with her to apologize about the delay with the part she was waiting on. I explained that I contacted our warehouse manager to obtain the specific part from one of our new machines to send to her and expedited shipping since the out of stock parts were still in transit from the manufacturer. The customer thanked me and let me know she was going to contact the BBB to confirm she is happy with the resolution. 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On October 16th, 2023 I began a repair ticket for my **** espresso machine with Whole Latte Love. On December 8th, 2023 I received my repair for the initial issue. When I unpacked the box, the machine was broken. I immediately sent photos on December 8th. I was told it was an issue with the shipping company UPS. It was not as the outer and inner box showed no damage. I suspect the foam packing material was over pressurized and the blew the temperate gauge back into the body of the machine and to the left. There may be other damages as well. I went through the UPS claims process, which they bumped it back to Whole Latte Love because the damage had nothing to do with the boxes being crushed or mishandled. I followed up various phone calls and emails to Whole Latte Love. On December 20th, I sent a video to a woman named Deema. We also spoke on the phone. Today on December 27th we spoke on the phone and exchanged emails. The company is offering that I repair the machine myself with their video chat in addition to a fee that I pay. This is unacceptable for many reasons. One being they over pressurized the packing of the machine, they are responsible. Resolution-- I want the company to send me a prepaid UPS shipping label and repair the machine and check for further damages at no cost to me, then ship it back at no cost. If this is too difficult I would like them to replace the machine they broke with a new machine, the same exact m***l, for the same price value which I purchased of $1,700. I do have a very detailed video, which is too large to send if you should like further images to help the resolution of this case. Thank you for your help, Rose ***

  Business response

  12/29/2023

  The customer initially sent their machine to us for repair, which we completed successfully and returned to them. Unfortunately, the machine was damaged during transit by the shipping carrier. We offered the customer a solution where they could fix the damage themselves, with a replacement part provided by us and guided assistance via a video call. The customer chose not to accept this option.
  
  Understanding the customer's concerns, we issued a no-cost return label for the machine to be sent back to our facility for a priority repair. The tracking number ****************** shows that the machine will arrive at our repair center on Thursday, January 4th. Upon receipt, we will conduct a priority repair and expedite the machine's return to the customer.
  
  We regret the inconvenience caused to the customer due to circumstances beyond our control and are committed to ensuring their complete satisfaction with our services. We believe our actions demonstrate our dedication to customer service and our willingness to go above and beyond to rectify issues that arise, even when they are caused by external factors.

  Business response

  01/02/2024

  Good afternoon,
  
  After reviewing the details of Ms. ***** complaint and her subsequent communication, we acknowledge her concerns and are committed to resolving the matter to her satisfaction.
  
  Repair Costs: We agree to pay in full for the repair of Ms. ***** machine. We understand the inconvenience caused and are committed to ensuring that her machine is repaired.
  
  Shipping Costs: Additionally, we will cover the costs of shipping the repaired machine back to Ms. ***. We recognize the importance of a hassle-free resolution for our customers and are dedicated to providing this service at no additional cost to her.
  We are committed to the highest standards of customer service and regret any inconvenience this situation has caused to Ms. ***. We appreciate the BBB's assistance in facilitating this communication and are dedicated to resolving this matter promptly and satisfactorily.
  
  Should you require any further information or clarification, please do not hesitate to contact us.
  
  Sincerely,

  Megan V***

  Customer response

  01/02/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** ***
  
  
  
  
  

• Initial Complaint

  11/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Found ******** *** *** espresso machine in a powered off state after powering it on. Opened the cover to find an electrical connector so badly melted that it exposed bare wire. This machine is 10 months old, but it's now an extreme fire hazard. I want this machine to be replaced, as an undetected fault in a repair could lead to my house burning down. Order #: **********

  Business response

  11/28/2023

  Hello, We have reached out and resolved with the customer. Best regards, Whole Latte Love

  Customer response

  11/29/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  This issue is not resolved yet. I have determined to allow them to review my faulty unit, but it has yet to be determined if the outcome will be satisfactory.  Regards,  ****** *******

  Business response

  12/12/2023

  Hello, We have been in contact with customer and sending boxes for the return shipment to our facility.   Our technicians will be evaluating the machine for repair or replacement. Best regards, Whole Latte Love

• Initial Complaint

  10/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have attempted to get a return started and they just keep giving me the run around. The machine does not work properly and I can’t seem to get a hold of anyone who will process my return. Feels like a scam.

  Business response

  10/05/2023

  We have reached out to the customer and provided a resolution. Best regards, Whole Latte Love

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a espresso machine 3 years ago. Having issues with the machine after warranty ended Contacted the company. Instructed by the voicemail to start a ticket online. started ticket online. after a few days got response from technical support, asked multiple question in an endless exchange. Finally , was determine the machine needed to come for evaluation and repair . pacaked the machine in the original packing as they requested (the SAME way it came to me) Sent by ***. Received email *** damaged the machine, asked to contact to *** to start the claim with them. Had to ask for photos to document with ***. I asked for an estimate for the repair. This was finally done showing only what the external damage done by *** will cost. They WILL NOT do any assessment of the original problem or asses any other possible damage created by the accident UNLESS I agree to the estimate, so if there if more damage related to *** they are off the hook. *** has tried multiple times to reach the to do their own investigation and they can not not reach anybody. Their costumer service except for April is horrible, rude and unfriendly . This has been documented in other complains with the BBB. It is very difficult to reach a human being and have any kind of productive conversation. I need to have you *** do their assessment and WLL to cooperate with them. WLL needs to work with *** to resolve this, something that they refuse. WLL needs to completely evaluate the damage of the machine in order to determine if it worth it to repair it For an expensive item like this you would expect better service *** claim ******** *** ************

  Business response

  08/30/2023

  I wanted to reach out and let you know that I'm working on this case. Our team has reached out to *** to try and assist.  We cannot touch the machine until an inspection has been completed.  Per our instructions, due to us not being the shipper we are not notified of progress from ***.Please see below the notification and internal process we follow for machines that are received damaged: Hello, I apologize for being the bearer of bad tidings, however the ******* ********** you were sending to us was delivered to us in damaged condition* ******** *********** ** ********** *********** ********* is your tracking number We encourage you to contact your shipping carrier as soon as possible to start the claim damage process as there is a limited amount of time you have to submit the claim. The carrier will not notify us directly once you submit the claim because we are not the shipper. It is important to request a photo inspection when you submit the claim, otherwise this would result in the carrier picking up the item from us and returning it to you in the same condition.  I have attached photos and provided the information below that is required for you to submit the claim:  Pictures of the damaged item(s) A photo showing the damaged item and how it was packaged inside the box Photos of the damaged item(s) A photo of the packaging material used (even if there is no damage to them) A close-up photo of the shipping label with the tracking number (starts with **) Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides.) Serial number from your machine or grinder if this is the item damaged  Dimensions: Until we hear from you, we will leave the machine in its packaging as we received it so that any further photos or on-site inspection can take place. If and when the carrier requests a damage estimate, we will be happy to provide this. If it is done prior to the carrier requesting it, they can deny your claim.  If the carrier does need to speak to someone to discuss the issue, please have them call us at *************** If we have not heard back from you within 3 business days we will reach out again via email or phone to confirm how you wish to proceed. If we do not hear from you, and/or the claim is not submitted we will dispose of the machine in 60 days from the date of this email. Please let me know how you would like to proceed, as well as if you have any questions. We apologize for the inconvenience! 

  Customer response

  09/04/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I have spoken with *** multiple times, they do not have any records of WLL contacting them as last Friday WLL SHOULD contact *** since it is very difficult to speak to a human being ***  *************   case number ********. this is still an open case  Regards,  ****** ******

  Business response

  09/14/2023

  We have contacted the customer with the following:  *******,*** has not contacted me at all. Not via email or via phone. I did contact *** once I heard they haven't contacted you & they told me the case was closed. The only way to re-open the case is for you to contact the *** store where you shipped it from to re-open the claim. Give them my direct email: *************************** & phone ************ *** **** 

  Customer response

  09/20/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.   As per my prior response, *** has no records of WLL calling them. *** closes the case when they attempt several times to reach the receiver. I called *** to re open the cases and emailed WLL the info to contact *** because is pretty much impossible to reach a human being. This company has the worst costumer service and they absolutely do not care.   Regards,  ****** ******

  Customer response

  09/28/2023

  attached email cahin indicating number for *** and case number. Instructed  WLL to call *** since it is imposible to conect with them. also, WLL has never called ,me directly 

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  where do I start, I received my espresso machine with no power cord, no water testers, and no spoon. The machine cannot work without the power cable. Called in and spoke with Zach. I informed him of the issue and requested overnight delivery. he said he would get it "expedited". I received UPS tracking info. About 5 minutes later, I received a notice of cancellation from UPS. The next day I spoke with Noah and explained to him the situation. Noah had informed me that Zach had transposed the digits to my street address and that is why the ordered cancelled. Again, requested overnight delivery. I called again to ensure everything was confirmed and spoke to Maryanne who confirmed. A day later I called again due to no update and spoke to Allysa f***** who advised me that she had to issue a new tracking number due to the address change (I thought it already shipped LOL). She did apologized for not providing me overnight shipping. She assured me the UPS tracking info would update by Monday and I would receive my items Tuesday the 29th or Wed the 30th. She refunded me the cost of the water filter I ordered and gave me 50 dollars in coffee bucks to which I thanked her for, but the main issue is that I still need the power chord and the water strips to use my machine. It is now Monday the 28th. This morning I received notification that Allysa closed my support ticket. I immediately, sent her an email and advised her that the UPS tracking is still not updated and states ( We've received a request from the sender to update the delivery address.) with no indication of pickup or delivery date. After a couple of hours of no response I called again and was advised that I would be contacted by Customer Service Manager by the name of Dawn in 15 minutes, Dawn never returned my call. Called again, spoke to April who in turn stone walled me and offered no further assistance.

  Business response

  08/31/2023

  We have resolved the complaint.

  Best regards,

  Whole Latte Love

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Order was placed on July 6 at which time I had incurred a rewards balance worth $30. I proceeded to order $8.07 worth of goods with an estimated weight of less that 8 oz and was charged $19.02 shipping charge and tax for a total of $27.92. I was asked for a credit card number which I assumed was protocol. After placing the order my rewards disappeared and I was charged $27.92 on my credit card for the order. I immediately filed on their online website (do not take phone calls) for an adjustment of a credit card refund, or cancel order and reply no later than 5PM PDT July 10. Did not receive a response till this morning, July 10, an email that they were looking into it. I immediately responded indicating the deadline or I would be filing a charge back and refusing the order if shipped. To date, July 10 I have not received a reply. My expectations and plans - Receive a credit card refund and products - Receive credit card refund and no products - If products are received without a refund, I intend to refuse them - If I am not able to refuse products and do not receive refund, I expect company to pay for return shipping by standard carrier.

  Business response

  07/11/2023

  We have resolved the issue and notified the customer. 

   

  Best regards,

  Whole Latte Love

  Customer response

  07/13/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regarding my complaint against Whole Latte Love: I have received a response from them today crediting me back the credit card charge and using the rewards/gift card to pay for the merchandise. However, I still consider a shipping change of $19 for a few ounces of parts to be outrageous as well as the length of time it took them to respond. Nevertheless, I now consider this complaint closed and no further action needs to be taken on my part. However, should you agree with the remaining issues, I invite you to consider further investigation.
  
  Regards,
  
  ***** ****
  
  
  
  

  
  

• Initial Complaint

  06/29/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I originally received an advvertisements for discounts on refurb espresso machines via an email from ***** ***** ***** I clicked on the link and it took me to the list of available machines, to which one that I wanted was listed for an incredibly low price. I decided to swap over to my PC to then check out, where the price was still listed on the site as the same, added it to cart, and it came up with a significant shipping charge, I then paid the total. All seemed to check out. The next day, I had received a shipping notification. From their site, and then my card was charged. All seemed fine. I was checking the tracking notification daily, and noticed that the seller requested a return to ***. So I waited for contact from ***. Nothing. The item was returned to ***... still no contact. They still had my money. 2 days ago, I contacted them, asking the situation. They blamed it on a checkout error, which is not possible as I saw the same price on multiple machines. They still have not returned the money or delivered the machine.

  Business response

  06/30/2023

  The order has been credited and issue resolved. Best regards, Whole Latte Love

  Customer response

  06/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  They charge 7% plus shipping plus a restocking fee whene there is buyer regret on the sale, but seller regret can just be canceled even when I have no idea what I did wrong other than trust the price listed on their site.  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 9th of June, I paid $713.72 for the repair of an espresso machine. The firm returned the espresso machine to me unfixed. Upon notifying this company of their failure to complete the repair, they have failed to respond with a shipping label to return the machine to them for a full week. While I have been prompt in supplying information to this firm, they have failed to respond to the many email requests for updates and the phone calls that I place to them result in my being kept on hold for 20 minutes at a time. I haven't the time to battle with this company to complete a simple repair. They are all too happy to take your money when purchasing a machine, however, repairs don't seem to net them enough to care. In short, they took $731.32 from me and will neither refund me the money or send me a shipping label to complete what was agreed to. Simply put, they've stolen from me and am in need of recourse.

  Business response

  06/28/2023

  We have corresponded with Mr. ******* and reached a resolution. Best regards,Whole Latte Love 

*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. ↩