Jetblack Espresso Machines Avis 19

We were so happy with the expert advice and guidance from Josh at Jetblack Espresso. We went in to look for a new coffee machine- we are coffee novices and looking for a machine that would make good quality coffee. There was a large range of machines, grinders and accessories to choose from. We are very happy with our new coffee machine and grinder! Josh is very knowledgeable and gave us lots of information and post purchase support. Excellent customer service!

Great website with easy step by step instructions the process was easy to follow; an excellent booking system, pay a deposit up-front, notified when to drop machine off.
The location is excellent, easy to find with plenty of parking.
Staff are passionate about everything to do with coffee. Definitely recommend Jetblack.

I required conical grinders for near obsolete espresso machine, rapid reply , and very obliging contact made for a pleasant experience.
My only problem was a lack of installation instructions on the web , so a testing diy experience followed.

Finding the correct parts for my Profitec Pro 500 was quite difficult. The eCommerce experience didn’t surface relevant or compatible items, which made it hard to confidently purchase what I needed.

The exploded diagrams provided by suppliers appear outdated and reference older parts, adding to the confusion. It would really help if these were updated or aligned with current models.

I also found it difficult to access technical support. Calls are filtered through reception, and it’s not easy to get information directly. It would be helpful if basic technical guidance could be shared via email first, with the option to escalate to a technician if needed.

In the end, I spent around two hours researching the issue myself before calling. After explaining everything to reception, I was eventually connected to a technician that interaction was very helpful and built trust. Improving the path to that level of support earlier would make a big difference.

From a logistics perspective, the Melbourne store location (Burwood) is not very convenient, so I had to rely on mail order. It would be great if parts were available at more accessible locations.

Additional suggestions:
More technical videos or guides for customers who are not close to a physical store, this would empower self-service.
There’s an opportunity to support both DIY customers and servicing revenue streams.
Consider loyalty rewards, discounts, or notifications for returning customers.
The website works, but the overall experience could be improved, especially around product discovery and support content.

Also, I wasn’t sure whether to call the Melbourne store directly, not clear if that’s the right path or if it’s a newer setup.

Latest update: 7 April. Made order on March 31 and logged into account to find order on Hold . I tried Sales option as other channels closed or require email! I was told by rep that a part may be out of stock and they are checking it out and will call back. It may be an option to split delivery. Anyway frustrating!

9th April - Told yesterday my order would be delivered tomorrow - status is on Hold! waiting on part. No option to ship other items that were in stock on 31 March. Fingers crossed my order will be sent tomorrow - not confident. I won't use this service again.

Placed an order for 3 different parts for a coffee machine, with an express shipping option. Days later when I had not had a dispatch notice I contacted the company asking for an update. I was told "Looks like you order is currently in picked and pack".
After more investigation I was told "Unfortunately, it appears that the items you ordered were in stock in separate locations . To fulfil your order the warehouse has conducted a stock transfer. I am terribly sorry you were not notified of this delay."

A day later I receive an email saying that they will not do a stock transfer and my options are to either wait, with no definite timeframes, split the order, but I would have to pay double the shipping costs, or cancel the order I have already waited almost a week for.

No ownership over their mistake.
All follow up instigated my me.
No viable resolution offered

In short, they will advertise products on their website that they do not have available to ship, will not inform you, and then, make it the customer's problem.

**UPDATE**
After a fair amount of back and forth the issues have all been resolved. Management seem passionate about doing the right thing, but don't seem to have the practices in place to ensure this does not impact the customer negatively.
All parts were received and were as described.

We bought Profitec 800 pro a few years ago. We live a half days drive from Hobart store and are always delighted by Patrick and his high level of care, passion and interest. Jetblack is a remarkable business with remarkable people. Don’t hesitate. Just go have caffeine fun. Brilliant.

Had a good experience with them on a spare part! After receiving a spare part and it falling out of warranty, they were able to help me out. Would recommend their service!

James

Great advice that was given without prompting on a online order. The team rang me to advise that there was a better option for my tamper and replaced the original order at no extra cost. The next day I had the order at my home! Great customer experience, knowledgeable advise, I am very happy!!!

I like the coffee and the quality has not changed over time. Plus its always on time on budget and as ordered.

Alissa was very engaged with the participants, and there was a great vibe, the day was fun and informative! I feel like I am becoming the best barista that I can be!!!

Great coffee. Great service.

Great roasted beans and generally delivered on time and for a good rate. We love the options for beans.

Alas get your machine regularly serviced and works a treat.

Jetblack offered a very comprehensive and personal buying experience. The after sales support has also been excellent, including detailed advice on machine operation and maintenance. On top of that I attended a complimentary home barista course which I found even more valuable than a paid professional course that I recently completed, mainly because the course uses actual machines that are being used at home. The team at Jetblack in Brisbane really deserve high praise.

Great team at Jetblack. Knowledgeable, helpful and they have a great range of machines and supporting products (and coffee beans) to select from ! The Barista Training course was an excellent way to get to know our new machine and also helped with making cafe-quality coffees at home. Thanks guys

Very helpful staff, fast reply to emails related to coffee subscriptions, always friendly 👍 great coffee!

We rang and asked if our order could be sent one week earlier for we were running low on beans. Also we are going away and wanted to take coffee beans with us, which we can not do. The lady on the phone was not helpful at all. We have been buying coffee beans from Jet Black since we bought our machine, from you,and my wife and I thought this was very poor customer service.

Great coffee!
Great service!

Absolute disgrace. Ordered parts. Parts were faulty. Company took no responsibility. Went to fair trading for resolution. Will never shop with them again. Absolute disgrace