Baratza has some of the best customer service I have ever come across. My husband has a 2 year old espresso grinder from them when it stopped working completely over the weekend. He emailed them and got told that they could either send him a new power board, or we could come drop it off at their Bellevue location since we're local. And since I'm working from home, I got the pleasure of dropping it off. There is plenty of parking. It is in a kind of office-y area where it was hard to see. I just parked and walked over to it. During Covid times, they have a table/case outside with cleaned pens and hand sanitizer for you to fill out a repair form. Someone came out of the office to meet me to get the grinder. I was a little unorganized that morning, and the guy who helped me was super kind and helpful. I forgot to ask how long it would take for the repair and called them about 30 minutes after. They answered and were SUPER nice. They told me that for walk in repairs, it would take 2-3 days with a maximum of 5 business days. But they do prioritize walk in repairs. And the crazy thing is, the repair was free. They were even willing to ship it back to us for free, but my husband would not have been happy if I didn't go pick it up the moment it was ready. They took exactly one day from drop off. They called and I went to go pick it up the next day, about the same time I dropped it off. The turn around time was insane. The same guy came out to help me. He had everything in a nice bag, all ready to go. There was an invoice as well, but all the repairs were free since we were walk in. Even in these weird quarantine times, these guys did the repairs quicker then their estimated time. It was free for walk ins. And they couldn't have been nicer. read more

Awesome Customer Service! My brand new Preciso 11 months in broke down I send it in for repair now 6 years later I send in that same grinder for tuneup new burr, adjustment, calibration etc I'm One Happy Customer! Worth the money. read more

Baratza - My 6 years old grinder Just got it back for tune up new burrs it looks brand new- Great Customer Service! 06.23.2021 - Appliances Near Me - Bellevue, Washington

Josh was amazing! His service was above and beyond! I called in a panic two weeks ago as my little Sette grinder decided to make really loud noises and not to grind anymore! I just started a small business with coffee, açaí bowls, ice cream and little panini sandwiches. Having been in the business my whole life for other companies, I decided to venture out and go for it myself! Definitely humble and small beginnings! Josh knew exactly what I needed to fix the grinder after I explained the problem and put it in the mail. Then... he helped me by walking me through putting the new part in! I am so grateful that their are a few companies and people in the world still yet, who are this amazing in the service department. It's refreshing!! Sincerely, Mama J's cafe!! read more

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The best customer service I've ever experienced from any industry. Their repair program brings exceptional value to these grinders. I bought a refurbished Baratza Preciso grinder back in 2012. It stopped working in June 2020 after 8 years of daily use. When I disassembled it, it looked like the burr holder was cracked. It also needed a new adjustment arm and chassis. I was completely surprised to learn that repairs are free for walk-ins. I am so impressed that they provide this courtesy. I am seriously considering now giving Baratza grinders away as gifts to family, knowing that they can be an investment that lasts for many years. Thank you so much! read more

I really can't believe the awesome customer support I got from Baratza. I got the crazy idea that I could replace the motor and burrs on my Baratza Encore grinder (an awesome machine). So, I got the parts, and of course, messed something up. I wrote Baratza support, and no less than 10 minutes later, I got a personalized email with some suggestions about how to troubleshoot the problem, including an awesome to-scale mechanical sketch of the parts! Malorie diagnosed the problem correctly, and I'm back to grinding. I hadn't even bought the replacement parts from them, but they were happy to help. I'm really so glad that such customer service exists somewhere. Thanks, Baratza! Thanks, Malorie! read more

Baratza - Appliances Near Me - Bellevue, Washington

I called these folks to find out how to get parts for my broken 10 year old Baratza Virtuoso grinder. Instead, they asked me to drop the grinder off for service; they repaired it and upgraded some stuff. No charge. Their turnaround time was 1.5 days! It is, in fact, better than new. I loved my Baratza grinder before, and it's even better, now! I've gifted maybe 5-6 of their grinders over the years. It makes me glad to know that they are so incredibly customer service minded. read more

I love my Sette 270 and the support from Baratza is stellar. If anything goes wrong they have excellent videos that make it easy to repair yourself and their support staff are super responsive and friendly. read more

Our almost 9yo Vario Grinder was starting to show its age. We called these guys and they suggested their grinder repair program & so we packed it up & sent it to Seattle over the holidays and low & behold within a week we received our grinder....which internally was pretty much upgraded to near new all for less than $100. What originally was a $400+ investment (almost 10 yrs ago) has turned out to be amazing value for money. Thanks so much to the whole team who were second to none in standing behind their product. If you're looking to purchase a grinder we cant recommend this company and these guys enough! read more

My Sette 270 grinder that I had bought 2+ years ago wouldn't start, and was out of warranty. I contacted Baratza over the week-end and they responded to me promptly offering me two ways to have it fixed. 1) I look at their online tutorial/documents/videos and try to figure out the issue and they'd send me the components 2) I drop it at their offices and they'll repair it in 5 business days. I chose #1 and after opening it up and looking at their documents we came up to the conclusion it was a component in the PCB that was burnt. Baratza sent me a replacement PCB free of charge and I received it in one business day, they had enough documents online that I was able to fix the machine and it's back up and running again. I am truly impressed by Baratza's customer support, which was outstanding! Kudos to them for running such a great business operation! read more

Big shout out to Ryan for his exemplary customer service. I bought 2 refurbished Sette 270 grinders last September (one for a family member) and one completely stopped working during this covid lockdown! Still under warranty fortunately. I Need espresso to keep our sanity! I called Baratza and Ryan answered. He said he would send me another grinder and also sent me a prepaid sticker to send the broken one back. I was prepared to drop the broken machine outside this office but he saved me a long trip. I am a longing term customer now. thanks to Ryan, and to all the yelp reviews (which I read last year before I bought the grinders ). I wish everybody was like Ryan! My extended family owns several Baratza grinders for many years now and are happy with them. read more

I've had a lot of great experiences lately, and this place is no different! I took my coffee grinder here because it broke down. Let me clarify for you coffee nerds out there: my bur holder clips snapped, my hopper flange/seal cracked and tore in half, and the lower section of the hopper fell apart! Seems like big deal right? Nope! For locals, they offer free repairs. Let me say that again: FREE REPAIRS! To have this grinder repaired, I would have had to pay at least $30-$50 for the repair. Instead, I called ahead, made sure they were in the office, and just stopped by. I waited there while the service guy fixed me up! He even installed a small upgrade, too! I couldn't recommend Baratza enough! They have great customer support, they are local, and their products are amazing! read more

Called about my Baratza Sette grinder problem . Was told what the issue probably was and if I brought the grinder in they would fix it for no charge for life. They repaired it and upgraded some other parts and turnaround time was less than a day! It is, in fact, better and quieter than new. I am sold on Baratza grinders. read more

Pretty slow responses on email which is frustrating when your machine is down. No one ever answers their phone. They offered to send some cleaning tablets, but didn't. Asked a question about a burr and received no response. Kind of disappointed. read more

Baratza offered stellar customer service "luv" answered on first ring, while distributor "Whole Latte Love" managed to put us to sleep, with a long wait on customer service line and tardy response, 30 minutes....and then, "contact Baratza with your problem"--only two days after we purchased an expensive grinder from WLL. Five stars and a chocolate, marshmallow peep for Baratza for timely follow-up. read more

Bought the Encore 9 months ago (Dec 16) and it plugged pretty quickly. Cleaned it out as recommended, and a it plugged again. This time I contacted Baratza and we determined that a small plastic part had broken (and likely ended up in my coffee grounds). They sent me video links to show me how to replace the part. The unfortunate thing is this requires a complete tear-down of the motor assembly to replace the sub-par plastic widget. They would not replace the 9 month old (in warranty) grinder, but expect me to be a service technician and replace their design flawed part. Really? Not a good customer service response. Can't recommend this product for others. read more

My experience was similar to everyone else's in terms of excellent customer service and technical support. I called them on Monday, shipped my unit to them that afternoon, which arrived Tuesday and they shipped a new unit one Thursday, which was at my house Friday morning. (Your mileage will vary, I only live in the next town from Bellevue, so UPS ground is overnight by default.) Cost of repair: $40 plus tax. After the unit arrived back homeI had some trouble with the grind adjustment and called their tech support line (and this is the shocking part) real people answered the phone! Not just real people, but patient, careful, well-informed people (Like Amy) who don't make things up but ask for expert advice from colleagues when stumped. How cool is that! What I find so exciting about this company is its philosophy of reducing waste by offering its customers spare parts, tech support by humans, and an excellent video series on YouTube. Look for their video: "STOP! Don't Dump It, Fix It!" on the web for a summary of where they stand on [i.e. against] throw-away appliances. Other videos instruct users about cleaning and calibration of their devices. In sum: Baratza should get some national recognition for their repair program and their commitment to empowering their customers by providing easy access to parts and information. Hey Yelp, how about creating a green award that for which customers could nominate truly green businesses like this one? read more

Similar experience to everyone else here - the Baratza team is great. Had an issue with my Sette 270, dropped passed the office and Alex was able to get it fixed in the matter of minutes. Thanks team! read more

I received a Baratza Encore coffee grinder as a gift. By the time I got it, the retailer's return window had unfortunately closed. My grinder worked fine a few times and then stopped working. I cleaned it out, had a few exchanges with Baratza customer service via email, and even watched the videos they suggested, but it still didn't work. I wasn't grinding big batches or using beans that were dark or oily. They sent me a replacement, which I appreciated, but it stopped working after the very first grind. It acted like it was grinding, the beans moved around, but it wasn't grinding and nothing came out. Same as the first time. By this time I'm really frustrated and have wasted way too much time. I just want to grind coffee and be done with it. I emailed Baratza customer service again and this time it was a complete joke. They won't reimburse me or stand by their product. The person was unprofessional and condescending. They were "sorry the grinder didn't work as I expected." No it didn't....I expected it to work. Then this: "Since our grinders are reliable and repairable they do tend to hold their value on the secondhand market, so that may be a good next step for you." This is absolutely unacceptable on so many levels, not the least of which is the snarkiness of that response. Doubt I could get anything on the second hand market for a broken grinder. I tried to call them but they don't answer their phone. I'm left with no grinder and the person who bought this for me is out a lot of money. I'm disgusted. read more

Just experienced what may well have been the best customer service ever from Collin at Baratza. We acquired a used Virtuoso grinder but had issues with it from the get go. No worries we didn't buy the grinder directly from Baratza, Collin had it grinding gorgeous brown powder in no time and made sure we were getting everything we wanted from it and more. I wish you could see how beautiful the grind is. We actually had to bump it up to a higher setting as it was a little to fine for my machine - THAT is a very good problem to have! ; ) If you're wondering if you should invest in a Baratza, these grinders are amazing and Baratza REALLY stands behind their product. Cannot recommend highly enough. read more

Incredible service! When the art of customer service seems to be all but lost, these guys crush the CS game! I had an issue with one of my Baratza grinders (I have two of them). The team in Bellevue, near where I live got my issue resolved all in the same day. Big shout-out to Daniel who helped me! The Baratza folks are super friendly and accomidateing. Just a bunch of rad, chill, coffee lovin' folks. As I told them, I'm a life long Barazta customer because of their products, but more so because of their customer support and relations. read more

Thank you, Colin for excellent customer service. If only more companies "got" the meaning of customer support. My Baratza Preciso conked out just after the year warranty expired. It simply produced a high-pitched squeal one day and wouldn't grind a single bean. I pulled out the manual and cleaned it in every way possible with no success. I called Baratza expecting to have to fight and argue about it failing just after the warranty expired. BUT NOOOO, Colin quickly said something about I'll send you a new machine and you can send the broken one back to us with prepaid postage. I said, "Excuse me, can you repeat that?" and he did. 2 days later I have a new grinder with an updated gearbox and I'm very happy to know there's a least one company out there that empowers their employees to make quick, smart decisions to keep their customers satisfied. read more

I'd give Baratza 6 stars if I could. It is *so* refreshing to see a company make products that are fixable. They have easy to follow videos and stand behind their products 100%. I'm a Baratza customer for life. read more

The customer service at Baratza is top notch. I received one of their grinders as a gift from my parents for Christmas. There was an issue with the grinder and Barazta customer service stayed on the phone with me for about half an hour walking me through different procedures to attempt to fix the issue. When none of the procedures worked, Baratza had me send them the original order invoice and had a new grinder on the way within the same day. read more

Fantastic, sturdy coffee grinder. And the customer service is way above par. Shipper cracked some plastic, so I emailed some info and they had a replacement part in the mail immediately. Splendid. Love this company! read more

[Please see update below... this is no longer my assessment of the company]: I beg to differ with the positive reviews here. I have been dealing with this company for months with a problem to no avail, and they are not good at answer support emails. Beware. They send out defective units. I paid about $400 for their Vario grinder, and it came with adjustment levers that were loose and kept falling off. The fix? They sent me tiny rubber shims, and I was to take the machine apart myself and insert them. They admitted it was a manufacturing defect. Guess what? They were the wrong size (too big). So now the lever arms are so hard to move that they skip several settings, or the lever arm still pops off because of the pressure you have to apply. When the lever arm finally fell off and got misplaced, I wrote for a new one and received a flimsy paper envelope in the mail with a hole in it. No lever. When I wrote back, I was told they were shipping one out. 14 days later, I have nothing. I wrote customer service three days ago, and again nothing (they have not even replied). I paid too much for this machine to receive service like this, and I urge customers to beware. Update: The agent I was emailing was out sick at the time. That explains why he didn't write back immediately. He wrote back and sent a replacement unit. So I'm now happy. They actually do have good service. I'm leaving up the old review so you can see how upset I was, but Baratza made it all right. I would recommend doing business with Baratza. read more

Excellent customer service. Colin Francois went out of his way to make sure that my grinder was serviced. When I received it back from them, I noticed that they accidentally failed to include a vital part for the machine, I emailed Colin, and he rushed me a replacement part very quickly, and without giving me any hard time. Excellent machine, and excellent customer service. read more

My Baratza grinder needed the belt replaced so I got on-line to find out how to order a replacement. This is when I noticed that this business location was close to where I lived. I called and asked if I could swing by to pick up the belt and they said just come on in and they will repair it for me. I came right in and not only did they replace the belt, they did a complete checkout and upgraded several other worn parts with new and improved replacements. Their customer service is the best I have ever seen. They have earned a customer for life and I will pass along to all my coffee loving friends how great the grinder is and supported by the best repair service I have ever witnessed. These guys are the absolute best! read more

This maker of relatively inexpensive grinders has terrible customer service. They correspond by phone or email and though friendly are cavalier about their advice and do not stand behind it. They told me that I needed to replace the gear in my grinder so I ordered the part as it was less expensive than their flat rate repair service as well as simpler than boxing up my unit and shipping it to them. Received and installed the part but that it did not solve the problem as it was the motor that was bad, not the gear. I wrote to them repeatedly about it and they failed to take responsibility for their bad advice and simply told me to buy the motor or mail the unit in for service. What they seem to think is friendly advice is in fact just bad and unprofessional advice. They should not offer any advice if they are not going to stand behind it and would be smarter to simply tell people to mail in their units for service or not. I opted to purchase a grinder from another well known manufacturer that has been rock solid reliable and provides a better grind than my Baratza Virtuoso ever did, and ironically it is cheaper than the Virtuoso too. read more

I want to share my experience with this popular grinder manufacturer that I had literally 10 minutes ago. Actually, calling them just a "grinder manufacturer" doesn't give them justice. After my experience I would call them relationship builders, customer service experts, technical consultants, cool ass dudes, or Baratza for short. Recently my Baratza Preciso was grinding too coarsely. After some hasty self diagnosing I decided that I needed to re-calibrate the machine. So I went on their website and looked up one of their troubleshooting manuals. I tried to follow it to the letter but I'm an idiot and accidentally tore the adjustment ring flat off the machine. For a split second I thought, "No, it's ok. I can reattach that." But then I heard that gut wrenching sound of tiny loose plastic bouncing on top of my table. Fuck. In last ditch effort, I call up Baratza and got Colin. All you need to know about Colin is that he's awesome. After talking for five minutes we both agreed I fucked up somewhere and this whole thing was my fault. Not two seconds later he says, "So I'm going to send you a new grinder". No more questions asked. Did I mention my grinder was refurbished? And now he's sending me a new one? What? Pinch me I must be dreaming. Colin and I wax nostalgically about what it feels like to not have your morning coffee and then pleasantly part ways. Not ten minutes later I received an e-mail from Colin telling him my grinder will ship tonight and that I will find a pre-paid shipping label to send back "my defective grinder" (even though we all know what's really defective here..._ ) Now, I'm sorry if this is a long winded but I really want r/coffee to know that Baratza is more than just a grinder manufacturer. In a world of call centers, disclaimers, and limited warranties, Baratza stands above the rest. Through their altruism and concern for the fellow coffee enthusiast they have gained a customer for life. I will never, so long as I live, purchase a grinder from another company. Thank you, Baratza. And thank you, Colin. read more

Their customer service is AMAZING! I emailed them and they responded so quickly and helped me replace my broken Baratza Encore! I would recommend them any day for anyone looking for a grinder! read more

The grinders are great, but the customer service is really the star of the show. I had some issues with a grinder and whether it was by e-mail or by phone, Baratza went above and beyond to help me. For a warranty replacement (including free shipping both ways) I got a brand new unit, and they hand tested the one pulled off the shelf for me before sending it to make sure it was fine when it arrived. I love that the website has reasonable parts prices (for once the warranty ends), and exploded parts diagrams and other technical information. That their grinders can be calibrated by the user shows that Baratza really knows their coffee! read more

Excellent Company to do business with. I've bought two of their Grinders (one for each of my homes) and one started to have some issues. No questions asked, they shipped out a replacement. I am a customer for life. read more

I was directed here to get our burr grinder fix. Same day service and it works better than before.

We have been thrilled with the customer service at Baratza. I've called on two occasions (we are very picky about our espresso) and both times have had someone answer immediately (once at 6:30 a.m.!) and solve our issues, including replacing the machine with a new one within a week. They have their act together! read more