 I ordered the Hario Cold Brew Pot a few weeks ago. At first I was a little daunted because of the printing on the box-all Japanese. But once I watched your video-I tried the cold brewing method for my morning iced latte. Love love love the pot!!! Your video was helpful and entertaining as all the videos are. I really appreciate that you do that for us consumers...it really helps. I only wish your store was closer, I'd be a weekly regular. Thank you for doing what you do... You're a great company to do business with and I will pass the word. Thank you,
Like many folks these days, I researched my purchase for hours, okay, weeks, before I bit the bullet & made my purchase. I used several sites & forums and was feeling quite overwhelmed but watching you make coffee (many times) on those videos helped me to be more comfortable with the process. This will be our first real machine....we've evolved from drip coffee makers that never lasted more than two years, to Tassimo (my husband helped bring that to the US Market when he worked for Kraft) that broke every year, to the Keurig (stale coffee), to TWO Krups self-tamping espresso makers that lasted six months each. Now we are addicted to espresso & want a machine that won't break next year. Hope we made the right decision! Anyway, you provided a valuable service to us (nothing like your shop here in Northern Jersey). We could have gone into NY hit or miss, but felt you deserved our business. Our daughter lives in Olympia & we know you folks out there take your coffee seriously! Can't wait to test drive our baby! Thanks again,
I got wind of you guys via a random you tube search. The charm in the videos is what earned you my business. With real evaluations (objectivity means a lot) you can earn a customer's trust. I love my purchase, and will look your way again for a future buy. Keep it up.
I wanted to express my sincere thank-you to customer service at both Saeco and Seattle Coffee Gear regarding the swift repair of our Espresso Maker. As the warranty info. stated that repairs could take 4 - 6 weeks, we were pleasantly surprised when UPS dropped of our espresso maker today. I had shipped it only a little more than a week ago, and hadn't even had a chance to call to check the status of the repair. We fired it up upon arrival and it worked perfectly. Given that 'customer service'is not always all it's cracked up to be, I thought I should drop you a note for a job well done. Now my husband won't have to go to Peet's every day for his fix.
I recently bought a Saeco Aroma and Baratzza grinder from your website and I
just wanted to compliment you on the excellent service. I really found the Youtube videos instructive as a first time buyer. It was refreshing to hear honest pros and cons of all kinds of machines and grinders from Gail and helped me make my choice. I very much preferred it over the total boosterism of other sites. Thanks again, and I'll certainly be recommending the website to friends and family.
-- Larry
---
 Just want to drop a quick line to thank you all for a wonderful site and
fun videos. I just started a pursuit to learn espresso and pull great
shots. I came across your site and almost visit daily to watch more
videos and get tips and tricks as well as see what I want to purchase.
Gail and Kat crack me up, I look forward to new video no matter if it
is a product I am interested or not.
Thanks also for
introducing Velton to me, through your videos, I got some bonsai and am
blown away. Lastly Mitch was a great help keeping me informed about a
backorder and not keeping up in the air where my stuff was. I have
worked in retail and understand customer service and see when people are
genuine. I look forward to one day visiting the store when I get to
the west coast. You will be my first choice for any future purchase. Keep
up the great work.
I recently purchased a Nespresso Le Cube machine from your company and
wanted to give some feedback. It arrived in good order and it was
exactly(!) what I was looking for. The reason for the note though is
because of the great videos you guys put together on your products.
I've been meaning to get an espresso machine for a while, but I didn't
realize what I was getting into. Every machine I thought might work for
me was just trashed somewhere out on the web (like by all the espresso
snobs on CoffeeGeek). I found your site and I thought you guys gave
really honest and fair reviews. So when I finally decided on what I
wanted, I felt I should order it from you. Even though the price on my
unit is pretty uniform and you can't get much farther from Seattle then
Buffalo, I really wanted to give you guys the business.
-- Thanks
again, John
---
I just wanted to drop a line and say how impressed I am with you guys!!
I placed an order on Wednesday late afternoon and it was on my doorstep
Friday mid day!! That is incredible service to say the least!! I also
wanted to say Thanks so much for all the work that Kat and Gail do on
those You Tube videos!!! That has to be one of the best information
sources out there.....and you can watch and see everything as opposed
to just reading! Thanks again and I look forward to always purchasing my coffee gear from you guys! Merry Christmas!
-- Nick
---
I recently ordered an espresso maker and coffee from your company. The FedEx delivery took several days longer than it should have due to some glitch in the local FedEx office. When the package arrived, the box was partially crushed. I contacted FedEx, whose representative told me that I needed to complete a claim form. When I called back to complete the form, I was told by another FedEx representative that I was supposed to have contacted the sender, Seattle Coffee Gear. So, I did.
When I contacted your company, I was referred to Dane, who was at all times professional and courteous. He took care of all that needed to be done in handling my claim and provided me with timely updates. His interaction with me was excellent. He worked with Fed Ex and was true to his word. In fact, after my first conversation with Dane, I felt confident that, whatever the outcome, he was doing his best to resolve the claim to my satisfaction. These days, it is hard to even get someone on the telephone; it is truly extraordinary to have the luxury of interacting with someone who is intelligent, forthright, and follows through, especially when the subject of the conversation concerns a problem. Dane's conduct was exceptional. If I order any coffee gear in the future, I will do so from Seattle Coffee Gear and will recommend your company to friends and family -- largely due to Dane's superior representation of your company.
-- Lisa ---
I just wanted to thank you for your excellent customer service. I spoke
with Nate who was able to resolve a shipping issue for me through
assistance from Gail. He was very helpful and friendly. I am very
pleased with my new coffee machine. I would be glad to recommend your
company to anyone who is considering purchasing an espresso machine. Thanks again!
-- Jurg
---
My contact was by telephone. The response at Seattle Coffee Gear was
pleasant as well as professional. I felt that this friendly voice knew
the product and was very patient in answering questions. With such a
positive first time experience I will return to Seattle Coffee Gear and
would hope to encourage others to sample their good service.
-- Frank
---
Everybody should believe something -- I believe I'll keep shopping with
Seattle Coffee Gear. They have great customer service, they brighten
the lives of coffee lovers and have a very user friendly website. What
other coffee company can you say provides us with tons of YouTube
videos showing step by step instructions? Seattle Coffee Gear cares
enough about their fellow coffee lovers to take their time and teach
us how to be good home baristas. If you want to be entertained and
educated, just watch Kat & Gail on their YouTube Videos. They are
professional, hilarious and adventurous. Best of all, when I place an
order here, I cannot believe how quickly my order is processed and
shipped. Sometimes the same day! Wake up, get up and start your day
with Seattle Coffee Gear's help. They know how to "Turn Your Coffee On."
-- Nancy
---
You guys are ABSOLUTELY THE BEST COMPANY I HAVE EVER USED! If I want a
video review of a machine, you guys will do it. If I want you to stay
on the phone with me for 1 hour and get my shots dialed in, you will do
it. The customer service is FANTASTIC!!!!!! I love you guys!
-- Kevin
---
I'm a big fan of Kat and Gail on YouTube! The crew is clearly knowledgeable and very helpful.
-- George
---
You guys are THE best. I called prior to, during, and after purchase,
and at all times your staff has been professional, friendly, and MORE
than helpful.
-- Sam
---
When I first got my machine, I had a little problem due to the coffee I
was using and the grind texture. I called your customer service and the
person I talked to could not have been nicer. She explained the problem
to me and advised how to correct it and I have not had a problem since.
I had a very pleasant experience on the phone, and I also loved
receiving your newsletter with videos showing different problems that
people might encounter. It was such a positive experience, that I
called a friend to tell about it.
-- Elisabeth
---
Flawless communication and care!! Probably the BEST experience I've
ever had in making an online purchase. Really felt appreciated! Thanks
so much!
-- Sean
---
Videos on the net, questions answered from Gail when I called. And an
invitation to come visit them when in town. Coffee and service is their
business and I reap the benefits. I trust them.
-- Millie
---
Seattle Coffee Gear was amazingly prompt with our order, answered
questions when we asked. It was an extremely easy and positive
experience.
-- Day
---
Great service, and fantastic product demo videos on YouTube. I love Gail
and Kat. Will definitely shop with Seattle Coffee Gear again and will
certainly recommend them to my friends.
I had extremely good customer service when ordering our machines both
in information on differing machines as well as the necessary
equipment which encouraged me to order many times since for espresso
and other items. Your courteous staff is thoroughly appreciated and
will keep my returning business as well as referrals to friends and
family.
The video that was online was very helpful in picking out the machine
that would fit us best. All the other educational videos were also a
great resource in helping us to use the products well. Service and
shipment was very very very fast and it was packaged very well. The
machine came to me in perfect condition.
The staff I spoke with were very helpful and informative. Finally got straight knowledgeable answers to my questions.
-- Ben
---
My husband and I bought a Rocket Giotto and Macap last month. I just want
to tell you that we are pleased with the machines and the service. We
appreciate that you put up so many videos on YouTube because the manual
that comes with the machine doesn't really describe a lot (for eg; how
to backflush the machine). Honestly, watching your videos so many times
has helped us to make decision since we can't come to WA to see the
machine in person. Thanks again!
-- Christina & Gunnar
---
Just wanted to drop a note to let you know how pleased I am with my recent order. Thank you for the excellent service.
Every time I open a new pack of Lavazza, my FAVORITE, I can smell the
fresh aroma of the ground coffee and sometimes that fresh aroma
brings me back to Italy as a child to that coffee shop called
Torreificio and I feel like I'm home again. I am so thankful to have
found Seattle Coffee Gear, every time I call to make an order I always
find somebody nice to help me, the price is great, the shipment is fast
and the coffee is fresh! Thank you!!!! I have already recommended you
to other friends of mine and they also buy Lavazza from you!
-- Nadia
---
Really Liked: Seattle Coffee Gear (the merchant). They processed my
return lightning fast with no hassles, extremely responsive to emails,
procedures and directions for return were clear and simple, and I'll
definitely buy from this merchant again. Truth is that if I hadn't
purchased this grinder that I found lacking, I never would have learned
what a terrific internet merchant these folks are. One of the best I've
seen.
-- Michael
---
You spent as much time as necessary to make me feel comfortable about a confusing purchase. And you saved me $150 by not demanding that I buy
the Rancilio Rocky as you correctly noted what my/our needs were. And
we appreciate that honesty...and will purchase from you again.
-- Jerry
---
I was having a difficult time making froth so I called Seattle Coffee
Gear. Lo and behold! I was able to talk to a PERSON. Now, everyone
knows there really are no live bodies out there to help the consumer
anymore, but Seattle Coffee Gear has them. Gail actually turned on her
machine and went step by step to help me get a decent froth on my cappuccino. I am thrilled with the customer service and the product I
purchased. I also appreciated the little "extras" that came with my
machine because before I knew it my ENA3 told me I had to perform a
cleaning and a filter exchange. So I had these cleaning products on
hand and had a good guess when I should order more supplies. Thanks so
much Seattle Coffee Gear... I am a very happy customer.
THANK YOU. I received the order yesterday at my front door. Amazing fast delivery. The new Saeco portafilter is terrific. My 5-yr old Sbucks Barista has been re-invented. Dramatically improved espresso shots. The video at your web site was a big help. In fact, because of the video I ordered the new Saeco portafilter. Thanks again!
Thank you to Gail for taking the time to walk through all the options
with me. I settled on the Gaggia Carezza -- the last one you had -- and
it's been hard at work ever since. The steam is great, and it makes a
nice shot from ordinary grocery store beans on our cheap grinder. Even
get a bit of crema.
I've already recommended your store to our friends who are looking for a new machine, and will continue to do so.
-- Alan
---
I recently purchased a Silvia and Rocky. I could've gotten them 'anywhere' but am so happy I purchased from you/your team. Your staff have been enormously helpful and informative. Kat was great and Gail is the queen of espresso. I am now a long term happy customer.
Dear Gail - I have been meaning to thank you for helping us navigate the return with Delonghi -- you get 5 stars for service- the new machine is in perfect working order ! Thank you again!
-- Andrea
---
I just wanted to thank you for all your help. I absolutely LOVE my new Quick Mill Vetrano and MACAP Grinder you sold me back in October. It is not only a stunningly beautiful machine but it works like a charm! So easy and such great espresso! I'm so glad I took the leap up to such a great machine!
[Gail] walked me thru how to use them both and she also made my experience a pleasurable one! She recommended the Vacuum Canisters and I bought 3 for xmas gifts and they were a huge hit!
Thanks again! I will highly recommend you to anyone looking for quality coffee/espresso supplies!
Gail, good morning! Just a brief note to thank you for taking the time to "educate" a real rookie on the finer details of semi-automatic espresso machines. I cannot thank you enough for listening to my situation, and then pointing me in the direction of the Saeco Aroma. I just ordered one a few moments ago and couldn't be more excited about my purchase.
I'm sure that you have many customers and they probably all have bigger budgets than me. Please know that you've managed to make a strong impression on me while representing Seattle Coffee Gear extremely well. For what it's worth--I plan on telling everyone about my experience with your company.
Merry Christmas, Gail! Thanks for making mine especially "merry" this year. :)
-- Mark
--- Nice work getting my order out the same day. I will shop with you again. -- Dustin
I am thrilled with my purchase. THE best money I've ever spent. Thank you.
-- Dennis
---
Josh, thank you for all your help with our espresso machine. It appears to be working better than it ever has and the temperature rise to make coffee is higher than it ever did before and very quickly and, of course, the espresso is delicious. Once again thank you for all your efficient help.
-- Bob
---
Kudos to Gail. She made my shopping experience such a pleasure. I was
having very difficult time trying to decide what espresso/grinder to
purchase. With all the hype and innuendos on line the process was
becoming a virtual nightmare. She assisted me with factual, truthful,
valuable information and I can only thank her for her assistance and
could think of no other way to tell you what a valuable employee she
is, a gold star for this month and a bonus in her paycheck is
definitely in order. Once again, thank you Gail for your expertise and
knowledge and your assistance with my purchase.
-- Jack
---
I just wanted to say thank you! You guys are great. Victor - spent over a half hour on the phone with me discussing several
espresso machines - never knowing whether or not I was planning to buy
one. I subsequently did - and when I called for help setting it up, Gail spent a great deal of time guiding me. You really don't see this kind of customer service often (or ever?) so I am posting this. I will highly recommend you to my friends.
-- Carole
---
It is
rare to find a voice that is able to help with a problem over the
phone. I was ready to return my espresso machine and scream in
frustration when I called Gail and she did a wonderful job of
explaining everything I was doing wrong. Then she walked me through the
correct steps in making the perfect latte. Now I could not be happier
with my espresso machine purchase. If it were not for Gail I would
still be red faced and trying to get a cup of coffee in my system. So
give Gail a 20,000 dollar raise and buy her a new Ferrari. She is the
type of employee all call centers across America should have. I will
always recommend your company to friends and family and I hope I can
refer them to Gail in the future. Thank you again and be sure to follow
through with that raise! :) -- Happiest customer alive, Luke---
Thank you so much for your help. I would have been in a bind had you not called me back. I appreciate the discount, and I will send more business your way. Thanks, again. -- Joel
---
My wife is the real coffee drinker, and this machine was given to her
as a birthday present. After one month, she is totally in love. We
brewed 11 cups to dial in the settings on the first day, and those
settings have not changed. From lattes to cappuccinos to blended iced
espresso drinks, the Gaggia has worked flawlessly. Steams like a
champ, menus set up easily and it has been over a month since I set
foot in a Starbucks. -- Stephen---
This is a great setup! I was up and running in no time, making better
tasting drinks than I can buy at the local coffee houses! The customer
service was great and shipping was fast! Thanks Seattle Coffee Gear! ---
I wanted to take a moment to thank you for your help with my
purchase of the Hottop roaster and the issue that followed the purchase. I found my decision to exchange the problematic unit for another one to
be a good one. Everything turned out great and [Hottop] has provided
phenomenal support for the Hottop roaster. I've never seen such great
support for a product I've purchased for personal use or for work - I
work in the computer field. Well-worth the money. Thanks for the great help; I appreciate it. I'll definitely shop your site again. ---
Just used my Barista with its newly installed pump. WOW!!! It is better than new. Thank you so much for such a FINE job! ---
The machine is great. It is working great, and I will treat it like
GOLD! I didn't tell you, but I am only 41, but suffer from very
painful Rheumatoid Arthritis and Lupus. I am home and unable to work
any more. My days of stopping at any coffee place, as I did when I
worked every morning, are now a past luxury. I live for my children now, having just one or two pleasures for myself
I can still enjoy. I set my alarm earlier than my children, and enjoy
my cappuccino from my comfy chair and it makes the start of the day so
peaceful. I am alone all day now, both are in school, so I cherish my
cappuccino maker more than ever!! It is getting so much use!! I tell you this so you know how much the little things mean to people.
I am sure you had no idea why it made me feel so extra special how you
made sure I didn't go without a machine even for a day. Now, you know
it meant the world to someone in Michigan who celebrates those simple
things in life. Thank you again for thinking of me through this whole transaction. I do not want your extra special service to go unnoticed. Please forward me an address, because you really did make one customer feel pretty special!
I was in the market for an Espresso machine, and was all ready to place
an online purchase, when I called Seattle Coffee Gear. The helpful
staff guided me towards this machine. I have had it now for 3 months
and love it more each day. This is a workhorse that keeps performing to
high standards. I have absolutely no complaints about this machine.
Great espresso, fantastic steamed / frothed milk. I like that it takes
up a small area of counterspace, and is attractive. This in no
lightweight machine, it is built to last at a very reasonable price. I
would buy this again! Thank you Seattle Coffee Gear for your
personalized recommendation. ---
I purchased this machine from Starbucks. When I got the machine home I
realized that the machine was missing some parts and I also needed some
help brewing as my first shot was awful. I went back to Starbucks for
help and they referred me to Seattle Coffee Gear who handles support
for Starbucks. I called SCG and spoke with Gail. She walked me through
brewing with my Dream and I learned there are two different kinds
baskets pressurized and non-pressurized which make a big difference in
brewing and the kind of product this machine can produce. For now I am
using the pressurized basket but intend to purchase a grinder and start
using the non-pressurized basket down the road. Gail shipped me the pod
basket I was missing and I will have that soon. So far I am very happy
with this machine and especially with the support form Starbucks and
Seattle Coffee Gear. I received my espresso machine a few weeks ago. Every thing worked
great and with in minutes was making espressos. I love it. No more Starbucks trips. They are just as good if not better. Very happy with
my investment. ---
I only had to wait one day for my shipment and the coffee is so good. Thank you. -- SC
---
Thank you for your help this afternoon. I just spent 2 solid hours setting up the grinder and coffee machine. I found my zero point on the grinder is just alittle past 7, but when I set it 2.5 higher, per the grinder directions, the espresso comes out in a big stream with no crème, so too course. I have played with it and have it at a little past 8. The coffee comes out in drips to start then the mouse tail at the end, so I am close. It seems to be very sensitive as I am moving the grind setting less than 1/4 of a number now to zero in and try and reproduce the perfect mouse tail I saw at your store this afternoon. Using the double to make it easier. Love the grinder. Tomorrow I will try and steam some milk as I sure there will be quite a learning curve there as well. I am so grateful for the opportunity to come to your store and get a demo of how the machine is suppose to work, otherwise, I really would not know. I do like the taste of the coffee you sold me, although I think I used half of it calibrating the machine. I was fooled half way through when I ran out of water and did not realize it. -- John---
Thanks for some excellent customer service... even when I asked to change into a combo order AFTER the first part of the combo had already been delivered (I was so impressed with Rocky I decided to update my older Starbucks espresso machine to a Silvia). I am very impressed with the courteous and fair way you all took care of this. And the Rancilio equipment is really sweet! Again, thanks for a great job, and I will be back. ---
Thank you for your fine service. I might
add that I adore my Gaggia Titanium from you folks. What a beauty! High
tech at it's best : ) Thanks again. -- Michelle
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