I recently purchased a “new” Cube R from Pro Coffee Gear. Apart from the machine showing up with shipping damage to the frame.. it arrived with a cheap abs plastic drip tray, not the stainless steel tray as advertised by both San Remo and Pro Coffee Gear. The initial “filling” of the boiler only pulled about 1/4 of the reservoir tank into the boiler, which suggests the boiler was nearly full already (strange?). The microswitch housing inside of the machine had come loose and the machines lever would not activate the pump (has been fixed and working now.). The machine also does not have the black cool-touch guards on the wand or the hot water spout. The steam tip is not the same as advertised either… I’m perplexed.
While Pro Coffee Gear has been somewhat helpful, they have slyly dodged a few of my concerns. They have claimed to have reached out to San Remo to get me the OEM tray.. but they dodged me suggesting a partial refund on a damaged and falsely advertised machine.
This post has been a bit long in the tooth, but I am desperate for answers. Is there someone out there with experience/info and some insight into this?
by jonahcbrooks
11 Comments
With so many issues I’m not sure why you’re not returning it and asking for an actual new unit or or a refund. Doing anything else is a waste of time on your part.
They do usually test machines before shipping them out, so perhaps they didn’t completely empty the boiler prior to shipping? Not necessarily an indication that the machine is a refurb.
Looking at the listing on their website, their specific model seems to come with cool-touch wands, so that’s why it didn’t include the rubber guards since you don’t need them.
As to whether this is an older model, the machine should have a badge (likely on the bottom) with a serial number, exact model number, etc.
Shipping damage to the frame is an immediate return for refund. You bought a brand new machine in brand new condition and what you received is damaged and missing parts. Don’t accept this lemon of a machine.
And based on the way the retailer is handling it, I wouldn’t do business with them again. Credit card chargeback if not handled to your satisfaction.
Return that shit.
Return it ez
Good suppliers should bench test the machine, so the partial refill doesn’t sound like an issue to me.
The other issues are a bit questionable.
Tell them to issue a refund asap or you’ll tell your credit card company to stop payment. Do this quickly, time is of the essence. This is why you pay with a credit card and not PayPal or some cash app.
What’s the explanation for the dip tray? Why did you not get the stock one and got something else?
Id return it, if they messed around with it, they might have also replaced some internal stuff.
If they’re confident the damage to the frame is not themselves, then they could claim against delivery company. That they’re declining to do that might tell you lots about what the vendor actually thinks happened.
Water in the boiler could only be evidence that they’ve tested the machine.
You have grounds for a refund because it arrived damaged, so why not just push to return it? You’ll never be fully satisfied with the machine, and I don’t think they’re going to give you a partial refund (a store credit, perhaps).
Send it back, don’t take the risk.
On a side note, I think these machines are absolutely gorgeous. It’s such a shame though that they only come in a basic HX config, at a dual boiler pricetag.