4 years ago
Buyer beware! I recently just bought their Astra G...
Buyer beware! I recently just bought their Astra GA021 Gourmet Automatic Espresso Machine from Webstaurantstore.com on 09/02/2020.
The product was shipped directly from the manufacturing company at 127 Ambassador Dr. Suite #147, Naperville, IL 60540.
The machine arrived DOA (Dead on arrival) 2 weeks after we order (09/18/2020)
-Hot water was not coming out of the group and seems like the pump wasn t working correctly
Contacted ASTRA tech support to resolve the issues. After 2-3 days of communication, the tech sent over an unqualified tech to repair the machine with failed results.
After a day the tech made the decision to exchange the machine, in which was perfect.
The NEW (2nd) machine arrived 09/25/20
Upon opening the box and unwrapping the New machine we, notice the so called new machine was in fact used or put together very poorly as there are a few gouges and scratches on the front and side of the machine.
I brought this to the attention of the tech at 10:30 am yesterday 9/29/20 and was promised this is in deed a brand new machine.
Looked at it again and can t accept this as a brand new equipment
-The 1st one was wrapped in a protective gray film, the 2nd one wasn't
-There were no finger prints on the 1st one, the 2nd one had grease and finger prints all over it
-No scratch what so ever on the 1st one, gouges and scratch marks on front and lower side of the equipment
It is now 9/29/2020 and am very unhappy with ASTRA
-Lack of communication from Tech
-Poor QA of equipment
-Misleading or lying about the product
To top it off, if we want to return the used or poorly built machine for a full refund. My restaurant has to pay a 35% restocking fee and shipping fee for a used item? The product was sold to us a new and should be getting a brand new machine with no marks or scratch. I am not sure how this company is still in business and growing with this type of customer service! Now, we have to fight for our money back for a product that didn't even work in the 1st place.