I can't believe 'Jack' is still in business. His business and customer service morals are utterly appalling, a TOTAL DISGRACE! I purchased a Silvia coffee machine for $1175. Received it in a timely manner, about the only positive thing to happen in this whole interaction..... The machine was not producing coffee as one would have hoped, and as described in a few online reviews. We have a decent grinder, Compak 3, around $500 worth. I tried around 10-12 different grind levels and none would produce good crema, something our $500 Breville Bambino did do. So i rang 'Jack' and he told me to 'try the machine with the finest grind from my grinder, which i told him i had already done. Anyways i went back and tried again, to no avail. So i sent Jack, and i use 'Jack' instead of 'them' as there is ONLY Jack as he is a single operator drop shipper, he will try to make it seem like they are one of Australia's biggest online coffee retailers with 100's of staff, i can confirm he is a 1 MAN OPERATION. I sent an email to 'Jack' re the unit not doing what was promised, he actually responded to the email by repeating what i had already told him i had done 'try it on the finest grind setting'.... So the next day i rang 'Jack'. Told him i was still having issues and would simply like to send the unit back, at my cost, for a full refund. He then proceeded to talk over me and put me on hold so as to connect me to one of his 'technicians'. Come on Jack, we all know that you don't have any 'technicians. The call then was placed on hold and it timed out, as there are no 'Jack' back and just insisted on getting a refund, the unit had been kept out of the box new, so one would think there wouldn't be a problem, well from a reputable online retailer, which the Coffee Beanery is anything but, a full refund (with myself having to pay the return freight, which is normal practice and fair). So after sending him another email, he did, 2 days later send me an email with the details of the importer, from which he simply drop ships their products, address for a return. I booked a TNT courier to send the unit back. However i did phone the importer directly to ensure they were across it and sent them an email with the tracking details. 5 days later they sent me an email to confirm they had received it, then 2 days later i got an email from one of their techs that the unit was in acceptable new condition for return. They then sent 'Jack' an email to inform him the unit was in a condition to be returned. I sent 'Jack' an email to confirm that it was all good for a full refund, apart from the $50 shipping charge from original purchase, which is normal practice, and the total to be refunded should be $1175. No return email. I then sent another email requesting the credit to be processed, no return email. I then waited a couple of days, as 'Jack' had told me he is so busy he doesn't get to emails for at least 2-4 days (EMPLOY ppl 'Jack", no online business can operate and be efficient by replying to emails in 2-4 days, OMG!), I then rang 'Jack'. He tried to play the 'who are you card', he knew who io was and why i was calling. He said he would refund the $$ tomorrow, being last Tuesday the 6th of September. It is now the 12th of September and no credit has been applied to my credit card. The unit is back with the importers and he has been told by them directly the unit is as new condition out of the box, and i have sent multiple emails to 'Jack' letting him know this fact as well, 'Jack' is MORE than fully aware of the situation and chooses to not refund my money. The funny thing is that 'Jack' seems to reply to honest and open reviews like this as its the world against his drop shipping business, and that its A CONSPIRACY (LOL!!) and a big overseas 'EVIL' (HAHAHAHAHA) business is posting this negative (TRUTHFUL!) reviews... Wow this guy ('Jack) i really think has mental issues. I have put a dispute into my credit card bank and i will get the money back. I am also going to put a complaint into 'Jacks' business practices with ASIC and Fair Trading NSW. 'Jack' is a liar, and tad amount a thief. His business practices from an online retailing point are DISGRACEFUL! If you have read this review to this point then i PLEAD you to NOT BUY 1 SINGLE THING FROM THE COFFEE BEANERY! 'Jack' is a joke... His drop shipping business 'The Coffee Beanery' is a joke... He will tell you what you want to hear. The amount of FAKE positive reviews on here is so laughable its not funny, however if you look at ALL the negatives, which i GTEE are all genuine, read the consistent similar issues thru all. Its a trend, and its the way this business (COUGH COUGH P!) operates, and its APPAULING!!! DO NOT SPEND ONE CENT THE COFFEE BEANERY!! GO ELSEWHERE, RUN!!!! SSSSOOO BAD! :( (Now lets wait and read the load of S4it 'Jack' comes back with, this should put a smile on my face! :))