1st-Line Equipment Reviews 1,289

Reply from 1st-Line Equipment

Jul 14, 2020

Below is the exact email that transpired. For anyone interested, the comments in the review portrayed by the customer are slightly different than the email thread shown below. Since the customer can change their review wording, we have kept an original copy at the bottom of our response so all can see. Time zone differences are accounted for in order of emails.

Summary:
a) customer claimed to have purchased a Eureka blow up part because some other web sites stated the part works on his grinder, which is a Nuova Simonelli MDXS
b) 1st-line made no claims on our web site that this part from another bran will work with the grinder this customer owns
c) customer claimed to own 2 espresso machines and 5 grinders as well as own a cafe, but this was the first purchase from 1st-line,
d) customer did not like the efficiency of the part
e) customer did NOT read our return policies. As clearly noted on our web site, parts are not returnable.
f) Jim offered an exception to a customer with a restocking fee and a coupon for the restocking fee for a future purchase
g) customer did not like the exception and thought it was too excessive
h) customer sent an email to never contact him again and called Jim 'pathetic'.

Due to Trustpilot rules, we had to replace the customer's name with "customer"

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On Thu, Jul 9, 2020, 3:45 AM customer wrote:

Hello, I was hoping that this "blow up" system will work with my NS MDXS, but unfortunately it did not work. Hopper fits the grinder but the truth is the system does not perform properly. Not sure if it is because of the grinder or the system itself but it doesn't work and I'd like to return the item.
-Please advise on how to return it,
Thanks in advance.
***************************************************(shortened response by mobile device)
On Thu, Jul 9, 2020 at 2:19 AM 1st-line: Espresso Machines & Grinders sales@1st-line.com wrote:

Did you read our return policies before purchasing?

Where on our site does it state that this part works with a NS MDXS?

Jim
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On Thu, Jul 9, 2020 at 11:08 AM customer wrote:

Other websites state that the hopper works with some of the Simonelli grinders and it did. I have no problem with the hopper. what I am stating is that the system itself is not efficient, that is why I am not satisfied with the product and would like to return. How do I return this Item?
Please advise

Thanks
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On Thu, Jul 9, 2020 at 9:10 AM 1st-line: Espresso Machines & Grinders sales@1st-line.com wrote:

customer,

Thanks for clarifying, and I understand the 'efficiency' was not up to your high standards. Normally, we do not take parts returns and this is why I asked if you read the return policy. The reason is customers do not like to buy used parts or in other cases, customers return their defective parts for a refund. This is why our policy is clearly stated with the parts pages showing the terms and conditions and the parts terms and conditions are clearly stated on our web site and during the checkout process.

https://www.1st-line.com/buy/eureka-atom-blow-up-system/

https://www.1st-line.com/terms-warranty-policies/#parts

We can make an exception to our policy, but the following circumstances apply
a) Shipping costs out to you will be deducted and you are responsible for return shipping
b) 20% restocking fee
c) The original packaging of the parts need to be returned in perfect condition
d) the part needs to be returned in pristine condition without coffee oils and scratches.

If C & D are not, we are unable to resell this part in very good condition. Please confirm.


Regards,
Jim Piccinich
Business Partner
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On Thu, Jul 9, 2020 at 12:34 PM customer wrote:

Jim,
I already own a short hopper, the only thing I did was put the rubber ring over my existing hopper, grinded coffee a few times and that's when I realized I was not satisfied. At first, I was interested in buying the ring only. I asked the question over the site but your team responded saying that it was not possible so i purchased the entire system.
-The items I am returning are in the same conditions I received them. The rubber ring was not even touched by coffee beans, when pouring they go straight to the bottom of the hopper.
-This is the very first time I am buying items from your company, I buy coffee products and parts often and. covering shipping and 20% restocking fee seems a bit excessive. Would you please reconsider the charges?
-What is a good number to call?
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On Thu, Jul 9, 2020 at 1:56 PM 1st-line: Espresso Machines & Grinders sales@1st-line.com wrote:

Hi customer,

Thanks for the reply. As mentioned, Eureka does not sell the top blow up as a stand alone. This is the manufacturer's decision.

Customer Service will issue the RMA as outlined. 20% covers the labor costs for fair wages in New Jersey, unlike minimum wages at retail stores and other costs. The best I can do is offer is a one time coupon for a future purchase for that same amount under your account.


Regards,
Jim Piccinich
Business Partner
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On Mon, Jul 13, 2020 at 12:45 PM customer wrote:

Jim, although the product doesn't work properly I have decided to keep it. I own a coffee business here in California, I have 2 espresso machines and 5 grinders at my house,  these for personal use only. You have lost a potential client, and the reason why is not only because of the chargebacks but mainly  because of the terrible customer service skills you have. You reply to my email making rhetorical questions, treating me like if I was your child, that is not only rude of you but also very unprofessional. Please learn customer service skills for future references. Clients trying to do business with your company do not deserve being treated like that. You are pathetic. I will also block you from receiving email from you, so please don't bother replying. Keep my money.   


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Original Trustpilot Review made by customer:

"Jim Piccinich replied to my request on returning an item. He started rebuking me for buying a part that did not work with my equipment. he continued with "where in the our sites states this is the right part" and "Didn't you check the return policy" following with "I'll charge restocking fee and you have to pay for shipping as well".. I understand policies but the fact that he did not show concern with my issue says a lot about himself and this company. I am surprised with all the reviews and respect other's opinion. I did not have a good first time experience. Ended up keeping the item instead, I felt humiliated by this person and did not want to deal with them anymore."