Thank you Seattle Coffee Gear!! I purchased a new high-end espresso machine that happened to have a defect from the factory or shipping damage. The way in which SCG handled the fix was simply amazing to me. One just doesn't see this level of customer service much these days. I had contacted SCG customer service by phone and was surprised at the level of detail the technician was willing to provide to help me find out the problem. I've never encountered customer service so sincere and helpful. I ended up returning the machine to the store for another. The in-store experience was just as rewarding. Again, amazed at the level of sincerity and concern for making sure everything was corrected to my satisfaction. The SCG store in Kirkland is the perfect place to go if you are in the market for quality coffee related hardware or supplies. I highly recommend visiting this store in person for all your coffee goodies if you are in the area. read more

Be very careful!! DO NOT get annoyed with their poor service or NON-responses. One week to not get a phone call? TRUE. "One month" to maybe get something fixed?? all true. And if you get pissed at them? They will block you from buying parts or service!! All true. read more

If you have a return, make sure you pay close attention as they will try and not refund the taxes paid also. They will deduct 10% for restocking and refund you the rest but not the taxes paid. I filled a complaint with the Washington state attorney general also but wanted others to be aware of what they are doing. read more

Seattle Coffee Gear - Refund was short $49.14 which happens to be the tax... - Appliances Near Me - Kirkland, Washington

Every time I come in I learn something. Have done classes before and today I went to look for upgrades to grinders. The staff definitely knew that stuff and explained in layman terms of the difference between models. There's so a wall of coffee, each with dedicated grinder if you don't want whole beans making it more entry level friendly. Saw a few things on sale but I forgot to ask if they have discounts for floor models. read more

The Apple Store of Espresso Machines !! They know everything coffee & espresso. the Staff is Great so knowledgeable and helpful !!!! Hands on with everything you can even pull your own shots !! read more

This review is for the website/online experience. I was originally just going to purchase two coffee glasses but then I saw a promotion for 15% off 3 bags of coffee, so I browsed and found 3 that I liked. I went to checkout, copied and pasted the "fresh15" code provided by the website only to get an error message "FRESH15 is valid but not applicable. Check discount terms." I click on the little chat box in the bottom right of the website and explain what's going on and I'm pretty sure I'm chatting with an AI bot that needs A LOT of work because the response is dismissive at best and responds with a screenshot of brand exclusions, none of which are in my cart. I go to remove the glasses thinking maybe if I take the drinkware out and there's just coffee it will work. Nope, same error. I ask the chat bot to transfer me to an agent and it says there's no agents available. I've now wasted an hour browsing for coffee I wasn't even originally interested in and trying to checkout with a coupon code that was provided by your website but doesn't work. How about we revisit the error messages and provide more context as to exactly WHY a coupon code isn't applicable versus a canned reasoning. And work on the AI bot - it can at least type out a response versus just providing a screenshot of a canned response. Additionally, if the coupon code isn't applicable to the item(s) in my cart, why is it shown on EACH ITEM'S product page? At this point, it's easier to just buy the coffee directly from the vendor and almost every coffee vendor has welcome codes that aren't this complicated to use. Now you're missing out on an entire sale because your website is baiting people into discount codes that don't work. read more

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After lynnwood closing I had to visit this store a lot of times. Great coffee great stuff read more

Next time, I'll purchase through Amazon to benefit from their shipping policy. I bought an expensive coffee grinder directly from SCG and quickly realized I had ordered the wrong color. Within a minute of placing the order, I contacted their customer service team at 2 PM on a Friday. Unfortunately, they didn't respond until mid-morning on Monday, by which time it was too late to make any changes. I ordered through their website and from them, expecting excellent customer service. Due to their delayed response, I'm responsible for shipping the grinder back to Utah, and they will deduct a portion of their original shipping cost from my refund. When I requested a Return Merchandise Authorization number, I also asked if I could exchange the unopened box for the correct color at their showroom. Although I understand they might not have had it in stock, the customer service representative did not acknowledge my request. Overall, this was a costly and frustrating experience with a company from which I expected a much higher level of customer service. I advise against buying from their website--opt for Amazon, where their shipping policies will protect you from such issues. read more

After posting my review I started working with Michael Little who really took the time to understand the ongoing saga -- I was able to send back the faulty espresso machine for a full refund. Thank you Michael for ensuring a satisfactory resolution! read more

I had such a great experience here today. I had called ahead, and knew what I was looking for. I was looking for a burr grinder. The one I had was a low-grade Cuisinart that was very loud, but I didn't need anything super high-end since I use an Aeropress. I just needed something more consistent and less noisy. I'd been eyeballing the Baratza Encore for quite some time and I finally decided that I needed to actually go see it before buying one. The store is arranged well. Everything is easy to find. I even found a parking spot out front and was in and out in the ten minute limit for that spot. Super efficient. (You may or may not need more time. I knew exactly what I was after, and only had a couple of other options to entertain.) The people were all super nice. I asked about grinders. I expressed my interest in the Encore and my concerns with my existing grinder. The person that helped me went out of her way to show me the models they had and ground some beans for me in the ones that I was interested in. (Since both noise and grind consistency were my chief concerns.) It was a really great experience, and exactly what I needed to make a decision on a grinder. I really was sitting on the fence about getting a new grinder for quite a while. After all, the one I had still worked. Seriously though, this was a huge upgrade. I'm drinking the first cup of coffee with the new grind and it's a definite upgrade. I'm very well pleased I made the drive to come out and take a look at the gear and talk to people that know about it. It made me feel much better about my purchase before making it. Thanks Seattle Coffee Gear! read more

Seattle Coffee Gear has very knowledgeable people who know their coffee gear and are passionate about what they do, I July of last year I purchased a Rocket R58 espresso machine the machine is great, works and looks fantastic, that is until it doesn't. the hot water dispenser valve is only putting out 2-oz of water at a time then it stops, goes through the refill cycle and...nothing, when I called customer service they said its scaling..however I have a full blown Culligan reverse osmosis system as my water source ( I highly doubt that's it) then I thought well maybe it does need descaling, however both Seattle coffee and Rocket prefer you don't descale the machine, so? which one is it. I called CS and found that 1) they will send me the part and would need to install it as they don't have any certified techs in my area. 2) if I wanted them to look at it, they would need the machine shipped back to Seattle WA (on my dime) and I would also need to provide the packaging. Summary, good people very knowledgable, terrible service options and as for Rocket? they are the manufacturer they are responsible for service and support on a nationwide basis, otherwise they should be a regional company in the northwest, and SCG should inform customers that they do not support / service machines outside of a designated area. read more

Sent my Philips 3200 coffer maker into SeattleCoffeeGear for repair. I told them that the machine was leaking at the rear if the machine. They sent me an estimate to repair of $401. I had only paid $400 when I bought it so I asked them to send it back. I decided to do a little detective work to see if I could find the leak. Turn out that the leak was on a $10 hose connection. The parts they said needed replacement are working fine. After that, I checked their rating and it is very poor. Not one 5-star review. read more

First off... I just want to say this review has nothing to do with the brick and mortar storefront locations. The people I met at the store were amazing and beyond knowledgeable and what sparked my interest to give them my business so ordered online and open box item at a slight discount... ups lost the package when it was supposed to be delivered and when I contacted Seattle coffee company ( the merchant) to fix the issue they said there hands are tied until they figure out what's happening with ups. Meanwhile while I'm stuck in limbo waiting for them to figure my situation out online I saw there's another open box item I was looking for and asked if they could kindly hold it for me since my package being lost or STOLEN is out my my control and didn't want to miss out on the one they had left but was told they can't hold it and if it sells by the time they decide to do something about it I'm totally out of luck. You'd think when spending almost $3,000 the customer service would make things right or offer me one in the store to keep my wait to a minimal and have a good experience and come back here. I've recommended countless friends and family to buy from here but not feeling the love or management wanting to make it right. Would appreciate the owner reaching out to correct this problem asap if possible. read more

Horrible online customer service and order tracking. The order tracking is supplied by Shopify which is horrible in general. I'm not sure whether the online chat is via a sub contractor (I suspect it is) but it is horrible as well. Specific issues encountered were: Significant difficulty in canceling backordered merchandise (which is debited for prior to being told it is backordered. 2 week delay in shipping merchandise that was listed as in stock, from the date of the charge. Chat representatives unable to find orders by order number. Etc. Etc. In the future I'll look for products from competing retailers and shop there, even if prices are slightly higher, to avoid the myriad of sub-par cusotmer service. read more

I am so happy with the service and support I had at Seattle Coffee Gear today that I had to leave a review. I attended their 'Expresso 101' class to learn about how to pull my own expresso shots and steam milk, which was my personal pre-requisite for me to consider purchasing an at-home expresso machine. By the end of the class I had an understanding of the basics of grinding and was significantly less intimidated at the prospect of using a machine at home. They even provided non-dairy milk for me to steam and gave me tips on the differences in steaming it vs whole milk. There was also 0% pressure to buy anything during the class which I was extremely appreciative of. Coincidentally, the manufacturer/model that I was eventually planning on buying also went on sale today, and I was able to purchase the machine I was thinking about for less than I thought I would have to pay. The staff didn't try to upsell me and even gave me some tips on what to research to make setting up and using the machine a simpler and more streamlined experience. Thank you Sean & everyone at the Kirkland store who helped me today! read more

Seattle Coffee Gear - Steamed oat milk - Appliances Near Me - Kirkland, Washington

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I'm not sure if this is the right place to leave this kind of feedback but I just wanted to rave about the amazing customer service sales experience I had today with Brandon when I called the internet sales support number. He spoke with me for nearly a full hour, patiently answering my many, many (way too many to be reasonable!) questions and helping me narrow my options on new gear. I am coming from an old super-automatic machine and considering going semi-automatic or even more hands-on. Brandon couldn't have been more patient, kind, or helpful. I'm still debating what to get and when but, thanks to Brandon, Seattle Coffee Gear has a fan and customer for life. read more

What a great experience! I thought that sales was dead in today's day and age. We were greeted at the door by a friendly, knowledgeable salesperson, who walked us through the pros and cons of the machine that my wife and I were considering. He showed us the selection of grinders and accessories, and helped us to find the perfect setup for us. We were going to buy online because of some of the reviews of this store, but decided to give it a try. Don't always believe what you read! This is a great place, that still believes in customer service. read more

It's NOT a federal case I have against Seattle Coffee Gear, LOL. There are some great people there but sadly, the bad ones and miscommunication makes me tell potential new customers to take a 'pass.' Look elsewhere for your coffee and espresso machine purchases. Winter '23 to Summer '24 has been a 'scam' time for me. I had to take legal action against "one of the world's biggest internet providers," and against and one of the top 30 biggest companies in world (was surprised) a famous "hardware store." I won in both cases. The former was doing phony truck rolls the latter - phony, untrained, contractors causing damage to home. Evil. Seattle Coffee is not evil, LOL. Washington state's AG's office complaints made the evil companies see the light. The good: Several good people at Seattle Coffee Gear, knowledgeable, helpful. The bad: Some bad people there including one infamous woman even other employees don't like, they say. Bad information from sales about products, leading to bad purchasing decisions. I bought a Philips Carina Superautomatic Espresso Machine with a free extended warranty. From the get, the logic controller as utilized by the 'touchpad' on the front of the machine was faulty. I only make espresso and constantly ignored the ridiculous touchpad message to clean (the machine was cleaned regularly) "filter change" and 'descaling.' The cure was to simply pull out the drip tray however many times was needed and push it back in- and go on brewing mediocre espresso. This over-rode the touchpad/software bugs. Whether others are intuitive enough to do the same I don't know. Could be - they bought the machine and simply cannot use it. I sent my machine in after two years, in July '24, because it leaked. All that was wrong was a simple pin which was replaced and fixed the issue - nice. On return however, the machine's AquaFilter button turns blue and won't go off. I wrote a very nice person at the company, Heidi, who gave me instructions on 23 July, '24 on how to turn it off. But the logic controller won't accept those instructions. It stays on. I accidentally had ground some expensive espresso beans to celebrate the return of my repaired machine, forgetting that it has its own grinder. I used the ground coffee therefore, to make plain coffee. Because of the 'frozen' Aqua Filter issue however, about 1 out of 3 times the machine wastes the coffee and shoots out hot water instead (of coffee). Heidi offered for me to swing by (I live 124 miles away) and she'd reset the AquaFilter. Knowing something about software, I wondered if she could in fact access the software to do so. By the way - I have to use reverse osmosis water in my house and from day one was told to not use filters. Yesterday, '24 July, I 2024, I spoke at length with 'Sam,' a very nice guy, passionate about coffee. He said: . The touchpad is known to have issues and may have reached end of life prematurely. I'll say - since the day I opened the box. . Sam, thinking I was experiencing the error while making espresso, detailed how the 'arm' for the espresso function is also faulty in some machines. I explained that until I use up the ground espresso, I was actually using the coffee-making feature not espresso, but good to learn about the mechanical issue with the espresso. . Sam said that you can go on making coffee with the blue light on - others had - which proves this light is a known issue if others are experiencing it. . Sam told me the company no longer recommends any filters whatsoever, even for people without reverse osmosis. My guess is the filters barely work and after Covid are a pricey racket, effecting sales negatively. Kudos to Seattle Coffee for telling people to discontinue use - though I think a mass email blast would have been better. Didn't affect me; I'd been told not to use filters because I use reverse osmosis water. Most importantly of all, Sam told me if he had $1100.00 to spend (my number) the Swiss JURA would be his choice - though it's closer to 900 bucks. While limited in function, it makes excellent espresso. General important points: Folks, my boss back in Silicon Valley (when I lived there) had a coveted Philips Coffee Machine and it made the best coffee anyone ever tasted. Pass HARD on their espresso machines. They're clunky, have known, serious bugs, and make mediocre espresso. A bigger point; nothing at this price point can make real espresso. What one gets is a bitter tasting 'related' drink. It's like when you cook an omelet too long - chefs say it's something related but not an omelet. If you want real espresso apparently the JURA (and expert reviews seem to confirm) can reach and maintain the temperatures needed to do so. The Philips cannot. None of the points in this paragraph are the fault of Seattle Coffee Gear, obviously. Summary: I'd pass on Seattle Coffee Gear because their poor communication led me to buy a known buggy machine not capable of making real espresso from the get. read more

Seattle Coffee Gear - Appliances Near Me - Kirkland, Washington

I can't speak to the online shopping experience, but I love Seattle Coffee Gear! It's essentially a one-stop-shop for coffee lovers and those looking to get into coffee. Seattle Coffee Gear has everything you need when it comes to coffee: a huge variety of espresso machines, equipment for different brew methods, a wall of coffee beans, grinders, accessories, scales, cleaning supplies - literally everything you need to make coffee! Their staff is very helpful and knowledgeable! They really know their coffee and if you're not sure where to start, they're great with guiding you to the right equipment or beans you need. They'll even brew a small tasting flight of coffee for you to help you choose the right bean. And speaking of beans, be sure to ask about their stamp cards. I was bummed when their Bellevue location closed because I used to be able to walk to them. But I'm glad they were able to relocate to a fancy new location! If you're a coffee aficionado, or looking to start getting into coffee, look no further than Seattle Coffee Gear. read more

Seattle Coffee Gear - Store front - Appliances Near Me - Kirkland, Washington

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Fantastic experience with the super star amazing crew at Kirkland Seattle Coffee Gear. First off, I came in a week ago and they recommended an awesome grinder which I absolutely love. Then I came in yesterday and wanted a new machine. They walked me through the options and they directed me to the Rocket Mozzafiato, they also let me know that since I bought the grinder last week they were running a promotion and can take 15% off the machine! I got the machine home, set it up and was having some trouble with it, I let them know and they informed me that ot definitely is an issue and to bring it back, they had the new one waiting for me at the store and I took it home and it is running like a champ! Everyone at the store truly went above and beyond; they are all knowledgeable, customer focused and take ownership and don't pass the buck to solve problems. Thank you for being an amazing staff and I love my (replacement) machine! See y'all soon! read more

Seattle Coffee Gear - My setup from Seattle Coffee Gear! 10/10 recommend. Amazing staff, awesome knowledge base, and exceptional products and customer service. - Appliances Near Me - Kirkland, Washington

Went in to the Alderwood Mall store (nice clean store), was greeted with a hello from a nice lady, a young man came over as we were interested in buying a Rancilio, I asked about price on a specific model and his response was vague at best with an attitude of I could care less about you buying this or not so we didnt and are buying it from https://visionsespresso.com/. Anyway we tried to buy from you, I think some basic expertise in sales (show interest, engage with the client, explain pricing, warranty, value, etc.) acting like you could care less is not smart.. read more

Okay, I was shocked to see the low reviews of this place - but it looks like misty of those are due to bad online experiences. The in store experience has always been great for me. The people are friendly, they stock fabulous coffees, there's a punch card for buy 10 get 1 free. Highly recommend if you're a coffee snob who needs to stock up on some beans. read more

Great variety of products, employees are knowledgeable and helpful. Second time I e bought from them.

I don't recommend this business especially if you are out of state. They hide behind warranties from the manufacturer and fear of liability to troubleshoot a coffee maker. I paid $1800 for a Philips coffee maker and a day out of warranty they will not help you. Oh, wait they will help you if you "send it in for repair". It's a coffee maker not a nuclear bomb. I will never ever do business with this company again. They are not "here to help" as their website proclaims. Avoid at all cost. read more

Had a great experience with this place. Sales person answered all our questions patiently and demo'd the machine for us, gave us a discount, and threw in a free bag of coffee. When we got it home I was struggling to figure out some of the advanced settings on the machine so returned a few days later and the guy that runs their espresso 101 class helped me understand what I was doing wrong and encouraged me to keep trying. It also happened to be national coffee day, so I also scored on their buy 3 get 1 free + 15% off all coffee. They know their stuff and such a better experience than shopping on Amazon. The Kirkland store is beautiful! read more

My machine failed within a year. I contacted Seattle Coffee & was told I would need to drive it out of my area to a authorized service center. I opted for a reputable local guy that does service for Chris Coffee. The company has not responded to me after I sent in my receipt for repair. Sent in 10/5. They closed my ticket and informed me when I called it would be a couple of day before they get to it. I am so glad I did not send my machine to them if they are so busy they cannot respond or reimburse me my cost of repairs because they are testing machines???Keeping a customer informed is key to good customer service. I don't know how long it will be is not acceptable. read more

Seattle coffee gear has gone way down, I've purchased 2 machines from them and coffee, the last machine a Daletto Mio, turned out to be defective, after many calls and videos they finally took it back and would not allow a discount on a more expensive machine for my trouble. I purchased the Rocket from another vendor. SEATTLE COFFEE IS A MONEY GRUBBER, I'D STAY AWAY FROM THEM read more

Seattle Coffee Gear - STAY AWAY FROM THEM - Appliances Near Me - Kirkland, Washington

Awesome selection of equipment. And if you buy coffee bags here, they will make you a sampler. The samples are great!!! So I'm a fan.

Really sad business, try and help by buying from local businesses, even if they are online, and it is not worth it. I have ordered coffee several times from my super automatic espresso machine and syrups also. I have received syrups wet and sticky in the box and no one really cares at customer service. Two times I have made large orders and one twelve ounce bag is out of stock, although they show it as able to order, and so they hold the entire order and do not communicate with you. Five to seven days after I have sent order I am contacting them to find out why it has not shipped, their answer every time is "XYZ is out of stock and hopefully will be in on (INSERT FAKE DATE) but that is only an estimate. When we have it we will ship your whole order. Thanks for you patience." No, not thanks for my patience I am going to be out of coffee in a couple days and I planned accordingly and ordered with plenty of time but your staff does not care. I WILL NEVER DO BUSINESS WITH THEM AGAIN. STAY CLEAR read more

I get my Chemex filters from these guys, so I decided to try some of their coffee. I messaged them and one of the employees recommended a coffee that was the polar opposite of the style I requested. Not a huge deal, but I wanted others to know that the recommended dark roast is not at all dark. My negative review of the coffee was never posted, so what is the point of allowing people to write reviews if no one can see them? By the way, Veltons Twilight Blend beans are NOT dark roast. read more

One of the most annoying companies I have dealt with in years. I bought equipment for more than $2000 and have been unable to reach a human for a few questions. If you dial 'service' it immediately disconnects and they don't answer their phones. Although the voice greetings says they are busy and encourages their live chat function online, that chat function responds that they are not available. Worst customer service I have ever seen. Seeing other reviews, I am sorry to see that others have had the same experience. DO NOT DO BUSINESS WITH THESE PEOPLE! read more

I read through the low reviews but my experience was worth 5 stars. We'd previously purchased another unit from Seattle Coffee Gear when they were located in Bellevue. This new location is further from us but still drivable. It's a great area we and we really enjoyed it. They validate 4 hours of parking as well so after our trip to SCG we got to enjoy lunch as well. The store is clean, organized, and beautiful with all the machines on display. We went in looking at the superautomatic machines and I thought I was sold on the Phillips machines prior to our in person visit. Our salesperson was Kendall and she was so knowledgeable and helpful. We did look at a semi-automatic machine but I wanted ease of use so went back to the superautomatics pretty quickly. She brewed a couple of drinks on the Phillips machines but I didn't love the results. So she suggested the Saeco (which is also a Phillips product and what we had before). She showed us the features and made me a drink and the difference was incredible. I never understood what people meant by a stiff foam vs. velvety foam but side by side and sip by sip, I finally got it! Even the taste of the shots (from the same beans throughout all their machines) was completely different. We took the Saeco and are only 24 hours in but we're so happy we went in and tried before buying. They were running a superautomatic special so we ended up with 15% off, an extra year warranty (through SCG), and a small bag of coffee with our new machine. If anything happens in that 3 year window I will update my review, and possibly my number of stars, but for now they earn a well deserved 5 stars from me. Thanks SCG! read more

Is it fair to write a review for a branch, where I have the issue with their online? Unfortunately I have no choice. I have a minor issue. So customer service is unable to help, and if you look a reviews elsewhere, you will see that minor problems (such as mine) can quickly escalate. There is no working phone number, and "chat" is pretty unprofessional. Repair "chat" has not been working in days. It is a waste of company resources to have a sales specialist "chat" for 45 minutes, where a 10-minute phone call would have sufficed. She also had no way of escalating. The online reviews from people who used to work there (employee ratings) are quite dismal, and so this percolates (sorry for the pun) throughout the corporate culture. Ultimately this comes from top management and trickles down (again, sorry for the pun). I think they aren't real people, but I suppose I'll never know. I would suggest people DON'T buy online, but rather go in. That being said, I cannot go in because I'm in Chicago. read more

This a difficult company to buy from. You can't pick up from the store, they don't have it in stock, and won't shop to their store. You have buy online and have it shipped to your house. It's not a good call on their part, I mean, I hope they are insured because not everything shows up on your doorstep as pristine as it was when it was sent. The 10% discount isn't good for buying a coffee machine, which is pretty much all they sell. So what is the intent of the discount other than to get your email address? They do a great job of selling their company with the videos but no effort to actually gain a customer. Weird. read more

Customer service when I went to purchase was great! After I purchased and realized they double charged me is when it went downhill. It's one thing to expense an espresso machine, grinder and accessories from this company already, which I was okay with, but to do it twice hits hard. When I called to alert them of this issue, they told me go online and they couldn't do anything right away. I went online and waited "in line" for a customer service rep who after an hour told me the store I went to would have to do this. I called the store back and they told me "they were working it." They never called me to check up on it or ask me any questions. A day later I finally got an email asking me questions about and was finally helped. After all that time it actually took 13 whole days to see that money back in my account. It was over $2000 so kind of a big deal. I had to take a couple hours off of work to try and deal with all of this because I was expected to do all of this work, not this company! My husband finally got upset and called them out on it and they finally got their shit together. Did they offer me anything for my trouble or time? No. Did anyone from the store call me back to see if it was resolved? No! read more