Chris’ Coffee Service

This is a review about their service based on my online purchase experience back in November and December of 2015.
I wanted to avoid going through writing a negative review, but I have to say I feel burned and everything I’ve experience from ChrisCoffee has been disappointing and I’m surprised by amount of good reviews they receive throughout the internet. It is unfortunate that most coffee forums do not encourage/​allow members to write negative vendor experience, however you can write good experiences.
First, when you order a products that is heavy like the espresso machine (my combined total order weight of 80 lbs (Vetrano 2B Evo by Quick Mill and Fiorenzato F4 Electronic Espresso Grinder Black), you are at the mercy of the vendor if anything were to go wrong.
I have returned 22 pound espresso machine from California to Whole Latte Love, which is also based in NY that had cost me $ 80.00 in UPS shipment. So, I knew that to return an 80 pound machine was not an option. It is a one way purchase. And I only chose ChrisCoffee based on positive reviews.
When their espresso machine delivered, there were several problems. The box was poorly taped, where it burst during the shipment, which delayed one extra day, AND UPS had to re-​tape it (see photo attached with yellow UPS tapes around).
Two wires have snapped off (I’m not talking about loose wires, it was literally snapped off) during the shipment. I contacted ChrisCoffee via email and phone, but didn’t get a response. When I opened the machine myself, I saw the problem was due to the wire behind the PID controller. I connected the wire in PID controller, but the machine still did not work. I called and emailed ChrisCoffee several times with no luck. It wasn’t until my 3^rd attempt next day, I was finally transferred to a technician. This was when I found out that the wire on the brew boiler was also disconnected. Now, all this trouble could have been avoided, only if ChrisCoffee was diligent in putting this heavy espresso machine on top of some solid base like a small pallet, which would have minimized flexing during the shipment.
Secondly, their grinder (22 lbs) came with a broken bean hopper, which they did replace after I provided them with a proof photo.
Thirdly, I paid an extra $ 100.00 to have them install a joystick controls but one on the right which is the brew boiler side, makes a squeaky sound every time I used it. When I contacted ChrisCoffee, I was told to lube the spring which i did but it still makes annoying sound. Why not check and see if everything is okay after installing?
Fourthly, while I was opening the panels to try and figure out the problems, I noticed the espresso machine was missing screws at the bottom. When I contacted ChrisCoffee about this, they said that Quickmill no longer ships espresso machines with the screws at the bottom because it was not necessary. (HUH???) I would think that without the screws, it would make the machine flex more during shipments, thus resulting in loose/​snapping of wires? My guess is that when they removed the chrome panels to install the joystick controls, they forgot to put the screws back in. Why would there be a place for a screws if it was not necessary? It doesn’t make sense (see picture).
Anyhow, with my two purchases totaling $ 2,771.00, I had acquired 55,420 points, where you get 20 points for every dollar spent with ChrisCoffee which in my case was equivalent to $ 55.42. With my available points, I placed an order for their Behmor Coffee Roaster, which showed available in stock, but after 5 days, ChrisCoffee canceled my order via email stating that it was out of stock and refunded me. I called Chris Coffee throughout the day because item was available on the website. However every time I call, i was routed to voicemail due to representatives (Mary, Mackenzie) being conveniently in meetings all day.
Next day item status did changed to out of stock.
Few days later, I saw the roaster back in stock, so I ordered it again, only this time they not only cancelled my order without any notice, they removed my points used (55,000), AND they STILL did not refund my money. It now passed 3 weeks. I am attaching a screenshot of my order to prove that I’m not making this up. Now, when I log on to my account, you can see that my 55,000 points are gone. Not only did my points disappear, canceled order do not even appear, as if I’ve never ordered them.
Some people might have had good experience with ChrisCoffee, and it is unfortunate that mine was not. For a better customer experience, I would think ChrisCoffee might benefit from using integrated ERP solution instead of whatever software they are currently using. Because, it shouldn’t take them 5 days to cancel and inform customer (s) of the items that they don’t have. And, I shouldn’t be able to place an order if the item is out of stock. In my case, it happened TWICE. And most importantly, return purchase money immediately when you cancel an

These guys are terrific. I recently bought a QuickMill machine & was told Chris’s Coffee did the service. I was on the phone w/​CC every day for about 2 weeks. I’m sure they were dreading my calls when they came in! But they were unfailingly polite and helpful, and knew what they were doing. Because I bought this from a 3^rd party, CC didn’t make a dime on the calls, but they never made me feel like I was imposing. In fact, in one case a salesperson talked me out of buying a spare part b/​c I didn’t need it. Those spare parts I did buy they were able to talk me through installing, which was slightly daunting to an espresso novice like myself. Bottom line, highly recommended.

(I’m so ashamed as this review is like a decade overdue.)
I’m a coffee geek. Apparently it’s congenital. Now, my mother is also. But anyway, I’ve happily spent a small fortune at Chris’ Coffee. Why? Well, first, it’s all about Mary, who’s been my most-​trusted source of buying advice for like a decade?
From Chris’, I’ve bought 2 commercial-​grade grinders (one for Mom); 2 awesome espresso machines (there’s a story there – I’ll spare you); countless doo-​dads and gagets; and boxes of ESE pods for my travel rig.
Here’s the thing about their line-​up. If they don’t sell it, you don’t want it. Isn’t that like the most helpful thing ever? Also, they have a ton of great how-​to videos. I keep hoping to visit their showroom – it looks like a coffee-​geek petting zoo – and will, eventually.
Meanwhile, Chris, Mary, and Mackenzie, Mary’s merciless overlord (this is an inside joke), y’all rock on!

I bought an Isomac Millenium espresso machine from Chris’ about 10 years ago and it’s still going strong. I have relied on Chris’ Coffee on several occasions to help me trouble shoot the device and supply me with spare parts, and they have done it admirably. Because I don’t really want to be without coffee, I bought 4 – 5 different spare parts to have on hand at all times. This may seem like overkill but because the parts are reasonably priced, it can create an opportunity to easily trouble shoot, and can protect against obsolescence.
These are mechanical devices subject to harsh conditions (pressure/​temperature), and if your machine is on all the time, or on a timer, there will be wear and tear on the various components.
To be able to call and ask to speak to a tech, and get right through to someone that knows the machine intricately is invaluable. We have all called tech support of various kinds and you invariably know within 2 minutes if this person understands the product or is just reading through a script prior to elevating the call to the second of many tiers of support reps. This does not happen at Chris’ Coffe, these guys know the product inside and out. If you care about producing great coffee, you owe it to yourself to give these guys a call…

Best supplier — ever. Great folks.

If I could give them six stars, I would. Over the last ten years or so, I’ve bought a couple of fairly high end espresso machines I was not able to get in Southern California. Spending a couple thousand dollars on something you’ve never seen in real life is a bit unsettling, but after reading a number of positive reviews on coffee forums, Chris’ Coffee stood out as the one to at least talk to. The first time I called, I actually spoke to Chris at 4:00 California time for fifty minutes! He explained the differences of various machines and what various features would mean one way or another and never tried to «sell» me anything. He seemed to genuinely be there to help and was fine with my wanting to absorb the information a bit and not make my purchase the first time I called. Years later, after buying from Chris and using my machines every day I called when something went wrong with a machine and spoke with the service department and was able to diagnose problems and order parts to repair the machine myself. This is a big deal considering the weight of these machines and what it would cost to send across country for repair. I would rather have someone else do it, but they were willing to talk me through the process and made it seem like something I could do — which as it turns out, I could.
Flat the best customer service I’ve ever encountered.

Top quality coffee. Tons of different varieties and flavors. Very helpful every time I’ve been there. Roast all the beans on premise and sell wholesale prices. I love the Jamaican Me’ Crazy flavor personally.

I only buy the Torani sugar free syrups from Chris’ Coffee but they are inexpensive & delicious. The staff is always friendly & prompt with my order.

When I purchased some accessories for my new espresso machine they blew me away with their customer service. One of the items I ordered was a Cafelat Royal Tamper. On the Cafelat online store they indicated that the tamper came with a tamper base (piece of rubber that you put your tamper in) but when mine showed up there wasn’t one in the box. I emailed Chris Coffee and Cafelat to see if it was supposed to be one and before I even received a reply from Cafelat Chris Coffee had sent one over, no charge. I later found out the 58 mm tampers come with one but not the 53 mm I got. The base is 58 mm but it still does what its supposed to. Its the small things like this that retain customers.

I ordered a «like new» espresso grinder. When I received it the cord was broke, as if someone held on to the cord while dropping the grinder. Also, the polished aluminum was scratched up and far from «like new». I took pics an emailed them to customer service. She said she would call me «right back». 4 hours later I called back, wanting to resolve this issue before the weekend (this occurred on a Friday). My customer service rep (Mary) was not apologetic in the least that there was 1. an issue with the grinder, 2. She didn’t return my phone call, 3. the item was far from like new. Her solution was to mail it back and they would fix the cord. I asked about the scratches and she said I could return it on my dime. When I refused to pay for return shipping on a scratched up «like new» item she finally said, fine we’ll mail you out a label.
I have been a customer of Chris Coffee for many years, but I was treated like I was somehow at fault for not wanting to keep the grinder. It’s a shame, but i refuse to patronize a company who has poor customer service with there is a problem, especially when it’s the company’s fault.

Excellant service after the sale. We purchased a QuickMill Silvano espresso maker last year from Chris’ Coffee. Love the machine. Yesterday the machine overheated and did not have pressure. Today we called Chris’ Coffee service department and talked to Tim. He walked us through opening the machine and resetting both boilers. He patiently stayed on the line every step of the way and explained what may have caused our problem. No problem with our perfect machine, the cleaning crew must have gotten water in the machine while moving it. What a relief! Thanks Tim!!!

fast service and good discount. They sell both commercial and prosumer espresso machines and grinders. This is the place to go get your coffee related equipment!

Chris’ Coffee is really the best! Great product line. Great service. What else can I say.

HIghly recommend the team there.
I can’t tell you what a better experience Chris’ team is compared to WLL.
Chris and Mary were both extremely helpful in helping me pick a machine (Izzo Alex II Duetto) and getting it to me as quickly as possible to overcome the difficulties caused by another firm.
In the end, I am glad I wound up at Chris’ Coffee Service. They have truly earned a loyal customer through great service.

I just received my new Izzo Alex Duetto II espresso machine from Chris’ Coffee Service. I called their customer service with a few questions on the machine before I placed the order; as others have noted, they are no pressure — very informative to the pluses and minuses of the various machines. This wasn’t my first purchase of a semi-​commercial machine for home use — so I had a good idea of what I was looking for.
I know the trend is for super-​automatic machines in the home; but I think you are paying a lot more money for a machine with plastic parts and expensive-​to-​replace electronics.
My last machine lasted 12 years and I wanted to upgrade to a dual boiler/​rotary pump machine; I expect this machine will last 12+ years or longer as it is constructed with standard components and uses solid state relays vs. mechanical. I can’t imagine having to «upgrade» to anything else in the future.

There are precious few places where a serious coffee addict can obtain «prosumer» coffee/​espresso equipment. Chris’ Coffee is one of, if not THE top choice!
(«Prosumer» being that category that lies IN BETWEEN the «consumer» espresso machines and grinders one can buy at Starbuck’s, Peet’s, Macy’s, Williams-​Sonoma, and Costco: and the «professional» machines one would find in serious coffee bars and restaurants.)
Chris Nachtrieb has a great operation here, being the «Master Importer» for several top brands of espresso machines, grinders, and other equipment. They have a beautiful showroom in Albany, NY (with virtual tours on their website), and carry some of the top lines in the world.
They are ALWAYS available to discuss with you what your options are, how best to fill your needs, and that doesn’t stop with the sale. They service everything they sell and if – like me – you need help after the sale but are 3,000 miles away, they are happy to help you diagnose problems on the telephone rather than just saying «Send it back» or «Too bad.»
Chris himself has often emailed me or called me from his cellphone to answer a question for me; Roger, in the Service Dept., has answered all sorts of questions and been of great assistance to me. The whole crew has been nothing short of great!
A satisfied customer, I’ve purchased several things from Chris, including an Elektra «Sixties» T1 espresso machine, and I have no reason to believe that I will continue to be for many years to come!

If their coffee service is half as good as their email responsiveness, you’re in for a great cuppa joe.
Years ago, when I worked in Albany, our office had coffee service supplied by Chris. It was good coffee, not the usual barely tolerable crap you have to drown in milk and sugar, but real, good. coffee that made you want a second cup while you were still drinking the first one.
Chris’ is a commercial coffee service, supplier to coffee houses and professional baristas, and as it happens, experts in espresso machines, parts and supplies. That’s where the email came in.
The other day I was searching for some replacement parts for my espresso «knock box» (that thing on the counter you whack the espresso filter holder into to knock the «puck» of used espresso grounds out). Chris Coffee Service was one of the top links, so I clicked, and found the rubber bumper and grommets that I needed to replace.
In order to make sure the parts I was about to order would fit, I emailed, using a form on the site, supplying dimensions of my knock box. Here’s the cool thing: not only did I get an email back in less than 24 hours, from Chris himself, but he pointed out that my local auto parts store could supply me with a length of fuel line hose and some PVC grommets that would do the job nicely for about half what the specialty replacement rubber bumper alone would run me online. That’s cool.
That’s good business. When I retire my venerable espresso maker, I know where I’m shopping for its replacement. If you need good coffee service, or if you are starting a café, or need espresso advice – ask Chris. He’ll give you the honest scoop.