25 Jan, 2018 → by ClaimboUser315886
Terrible support, do not honor warranties, are not helpful for problems.

1

I am throwing my Gaggia Brera Espresso Machine, purchased September 1, 2017, from Whole Lotta Latte, out today. I have been using it happily since it arrived. I am not new to espresso machines and have had my own at home for 15 or more years, to provide my one cappuccino each morning. All prior espresso machines have been purchased at Starbucks and they were in the $300-plus price range, as I recall. The Gaggia Brera worked great until I returned from a two-week vacation this week, at which time the "coffee" coming from the machine was like tea. I chatted with Mitch online who recommended I look at the maintenance video online and give the machine a cleaning. Oh, my gosh, I had no idea I had to be a mechanic to own this machine! I called this morning and chatted with the service manager, who was very pleasant and tried to be helpful. I tried what she said to do which was change the setting on the grinder to as large as possible, which I did, and then, run cups and cups through the machine. I called back to report that my husband and I watched as I was doing this and the beans do not appear to be going down the hopper at all. So, we believe the clog must be near the hopper, not in the part where the grinds run through. The lady I spoke to the second time was not helpful, and as a matter of fact was rude. After getting off the phone and purportedly speaking to the manager, she said I could send it in at my cost and, then, pay $39 to have it sent back; that this is a "maintenance" problem. Whoa, my purchase indicates I have a one-year warranty. Really, cappuccino is an enjoyable part of my life, and I certainly do not need my espresso machine to be a "stress" in my life. I will throw out this machine and buy another one from a reputable company, one that doesn't require extensive "maintenance". Be aware of buying anything from Whole Lotta Latte and from purchasing this machine.
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