Abysmal Products and Service
Poor quality products and even worse customer service. Wood set for an espresso machine the steam knob was a different colour to the portafilter handle. The steam knob had a plastic 3d printed connector which melted. Steam wand tip didn’t have the right threads to screw on machine. Company ignored requests to return and then disputed my chargeback! Which I eventually won.
In response to the seller’s reply regarding not knowing of any issues with the steam knob, this email was sent to them on 25.03 at 12:27:
“Hi,
I didn’t hear back from you after my last email.
I’d like to return the entire order please.
The wood on the portafilter handle and the steam knob are significantly different. The image on the website shows them being the same and does not mention that there may be differences.
The steam knob is loose on the spindle of the machine.
The steam tip threads do not match that of the machine’s steam wand. The threads become tight half way through screwing the tip on.
Thanks.”
As you can see, multiple attempts were made to report issues and resolve (another after this one too) but all were ignored, resulting in a successful chargeback which of course is only granted if the payment provider agrees that after investigating, the seller was in the wrong.
Reply from Papelespresso
Thank you for the review. We'd like to respond publicly because the description above departs significantly from what is on record in our email correspondence with this customer.
For anyone reading, the documented facts:
• The wooden set is made of genuine walnut. The variation in grain between the portafilter handle and the steam knob is the natural characteristic of real wood, not a colour mismatch or a defect. We explained this in detail in a same-day reply to the customer's first message, and our website notes that each piece carries its own unique grain pattern.
• We did not ignore any return request. The customer's first message was answered the same day, and a return option was offered in line with our return policy.
• The reference to a "plastic 3D printed connector which melted" does not appear anywhere in the customer's emails to us. It was never mentioned during the active correspondence and is being raised here for the first time, after the case had already concluded. Readers can draw their own conclusions about a description that surfaces only after the fact.
• The items were not returned to us at any point. The customer kept the products and opened a chargeback with their card provider. We responded by submitting our complete email records and defending our handling of the case, because we believed it was reasonable and consistent with our policy. The card network ultimately ruled in the customer's favor based on documentation submitted within its own process. We want to be very clear about what that outcome means and what it does not mean: a chargeback decision determines who carries the financial loss — it does not determine who was right. Card networks rule on procedural and documentation grounds within their own framework, not on the underlying merits of a dispute. The fact that money was reversed does not validate the original claims, and presenting it as a victory misrepresents what a chargeback actually is. The end result, in plain terms, is that the customer kept the products and also recovered the purchase amount.
We stand by our products and by how this case was handled. We're a small business that takes care of every order personally, and we would have been more than willing to resolve this through a return had the customer chosen that path. Anyone considering ordering from us is welcome to reach out directly with any questions — we'll be happy to help.
— Papel Espresso