"We bought our first Baratza grinder in 2013—the Encore, bottom-of-the-line grinder because we couldn’t afford any top line grinders. From the git-go we were impressed with its great grind for making espresso. The only thing that was not great was the noise—but every other comparable grinder & many of the much more expensive ones we had considered– were either as noisy or even worse. So in short, we LOVED our inexpensive but great bean grinder—a terrific bargain at the price!
In 2016 after 3 yrs daily grinding, the grinder burrs had worn down. We called Baratza support. Even tho the Encore was past its 1 yr. warranty, your team sent us new replacement burrs at no cost. WOW—NEVER BEFORE HAD ANY COMPANY ever done that! And shockingly, that was despite the fact we had the bargain-priced Encore grinder. WE LOVED BARATZA EVEN MORE!
In 2019, the burrs seemed worn down again & the motor seemed to be slowing down. So we called to seek advice from your support team: was it worth replacing parts, or was our best option to buy a new grinder? Your team pointed out that they could rebuild/refurbish our Encore if we didn’t wish to upgrade to a better model. And, they pointed out that the rebuild fees were very reasonable given that there currently was a discount promo being offered! Fantastic! So that’s what we did.
Just got back our refurbished Encore, & it’s like NEW with upgraded burrs! And for a bargain price of $60 out-of-pocket. So we want you to know that WE LOVE BARATZA & are telling our friends of your exceptional dedication to quality & to amazing customer service & support. No other company exceeds the excellence you folks are dedicated to."
- Terry & Harriet S
September 17, 2019
"We are astonished by the efforts deployed by Baratza to help its customers with repairs: the resources on your website, the youtube videos, the parts provided at a low price, the affordable and quick maintenance, the professional and courteous the support team available on the phone with little wait time… This is truly amazing. I don’t know if you have competitors, but I don’t need to find out!
It goes without saying that the grinder is great… I can’t remember another time when having an appliance break made me like the brand more :)
- Martin M.
May 6, 2019
"We have had a Virtuoso grinder for about 7 years, and over those 7 years there have been only three issues:
1. Metal timer knob was falling off during use
2. Stripped gear
3. Broken flanges on burr holder
In each instance your customer support has been incredibly helpful and thorough, and has helped me to quickly identify the problem and get the information and supplies I need to fix it.
The quality of your grinders is outstanding, but what is even more gratifying is the obvious value you place on creating a product that is designed to last and, more importantly, be repaired. In our disposable society it is so encouraging to find a company like yours that actually prioritizes not just quality but also service and civic responsibility, and that goes to obvious efforts to support its customers when they need help.
I really can’t express how grateful I am, not just for the actual help I have received, but for the example you are setting in the way you do business. I really wouldn’t consider buying a coffee grinder from any other company."
- Santosha B.
"It’s a rare thing these days to find a company who takes the time to listen to their customers, let alone educate them about their product. My experiences with Baratza attest to this type of high quality customer service! Purchasing a Baratza was my first ‘real’ step into the world of specialty coffee. After much research and consideration, I purchased my grinder in high hopes of improving my cup quality. Initially, due to my ignorance and inexperience, I wasn’t satisfied – I wasn’t getting the results I’d heard others rave about. Thankfully due to the patience of Baratza’s helpful staff, it was not long before my results changed and my palette was satisfied!
I have nothing but good things to say about my experiences with Baratza and recommend them on the basis of their commitment and care for their customers as much as on the basis of their quality products! A few ‘standout’ moments during my process along the learning curve:
Sarah began the process of resolving my issues by taking time to listen not only to my concerns but asking me what my expectations were for cup quality. After listening attentively, she recommended I adjust my approach over a week’s time, encouraging me to call back and speak to her about my results (in other words, she never once ruled out the possibility that I might have received a defective grinder – instead she walked me through adjustments I should try in order to confirm whether the issue was with the product or the user…LONG story short: it was a user-error!) During the process of educating this newbie-user, she always communicated with respect and patience, clearly demonstrating her commitment to helping me find desirable and repeatable results. The end result: one happy coffee drinker!
Thanks Baratza for a quality product and for outstanding service for your customers!"
- Josiah C.
"In response to a recent fix on a Vario W, Baratza owner, Patrick, gave us this wonderful feedback about how he connected to our focus on repairing, not dumping your grinder –
'In a side note, you guys are awesome! I have a Maestro grinder at home that I have had for ~5 years. I was thinking about scrapping because it no longer adjusted (making coffee difficult to make well). I saw your “don’t throw it away” campaign and decided to see if it was fixable. Long story short, I had lost the detent and my hopper collar was broken. $7 of parts and 15 minutes of fixing (after reading your guides/FAQs) and it is working like new.
I love your philosophy, how you build your grinders to be easily taken apart and fixed, and the support that you give. So thanks for being a great company.'”
- Patrick H.
"You guys rock. Yesterday morning my grinder makes this noise and my thoughts are something like: “I betcha I will see plastic sawdust inside, lets have a look … ah yes, that will need parts, betcha its a write-off …” And I am sad, cause I just bought a pound of Espresso beans, and I am going to bed with the motivator I can get up and have an espresso.
So with low expectations I visit the Baratza site and not only are there parts, but the breakdowns are online and there are videos and pdf to diagnose and repair. Then I am not sure my motor, so I call support, guy named Colin answers, tells me exactly what I need to know. I order and you ship my parts the next day.
You guys are epic. What a way to make a customer rave about you. In fact I just told 2 of my friends to buy a Baratza. One of them is actually somewhat shopping for a grinder. Its pretty cool to have something that isn’t throw away, even if it wasn’t terribly expensive to start with. Thanks."
- Adrian O.