1st-line Equipment, LLC

Excellent customer service, Jim and the team are on it , week day or weekend they respond to your emails and offer help.
I am very happy that I chose their team , very knowledgeable you can tell they have a lot of experience.

Thank you guys!

Great local retailer! My order was originally shipped and arrived shortly after order. After 2 years of regular use I ran into some issues with the pump running continually. 1st line helped over email and when it became clear the issue was harder to diagnose was able to drop the machine off to be repair. The discovered the issue quickly and I have not had any problems since!

Perfect experience! Best price on a new Ceado e37s grinder. It shipped the day after placing the order. Arrived in great packaging. I will visit here first for future needs. THANK YOU!

I rarely leave reviews and am a discerning customer.

Twenty years ago, I purchased a Bezzera machine from 1st-line and the customer experience left a very favorable impression: an extremely knowledgeable and helpful small business that was very responsive and willing to spend time helping me through purchase and whenever issues arose thereafter.

Fast forward 20 years: last month I reached out to Jim to discuss a new dual boiler machine and quickly surmised that nothing about 1st-line’s customer-facing approach has changed. This is one of the extremely rare companies that truly exemplifies outstanding customer service, takes pride in satisfying its customers and has deep knowledge to impart. When you call 1st-line, a human answers the phone and helps to serve you. No fancy technology or apps, just good old fashioned customer service and a wealth of product insight (including on YouTube and on their website).

I’ve found it increasingly unusual these days to be able to speak with a business owner who has the patience and genuine interest to address a customer’s needs. Not so with 1st-line. Jim guided me through my recent purchase and helped me overcome a couple of (normal) hiccups with my new machine. This included communicating with me outside of normal business hours and replying extremely swiftly on email. 1st-line had tested my machine before shipping it long distance in a very well packaged pallet box.

Higher end espresso machines develop personalities of their own, so consider whether your espresso machine vendor will be there to hold your hand post-purchase and treat you as well as they did pre-purchase. With 1st-line, feels like I’m part of the family. Highly recommended.

Parts seems not original. They break easily after 1 use and that’s why they have a small note in the website for NO WARRANTY NO REFUND. Think twice if you want to use their service !

As a small business owner, I couldn’t be happier with not only the purchase of my Bezzera Crema but also the customer service I have received throughout the ordering process.

One of my main reasons for doing business with 1st Line is that i felt confident in their continued support. It’s reassuring to know a business is passionate about what they are selling, knowledgeable, stand by their product and able to provide value beyond that of just making a sale. If I ever need to ask a question, advice, a repair or support it’s just a phone call or email away.

The espresso maker was bench tested prior to shipment to ensure it worked properly and delivery was quick. Pictures do this machine no justice, it looks and feels even better in person. I look forward to many years of service from this machine and lots of espresso based drinks made.

I needed a new espresso machine FAST and 1st-Line delivered! Not only did I call them in the morning and get immediate updates on if they had what I wanted in stock, I was also able to pick it up the same day and they even stuck around for a few extra minutes to accomodate the time that I arrived after work. Really pleased to have a Lelit dealer in the area that I am able to drive to if needed. I will be using them for annual servicing of my machine. Thanks!

I bought my Lelit Elizabeth from 1st-line a few years back and have had only good experiences with them. Since the initial purchase, they've always responded to queries within a day or so. Most recently, I emailed them asking how I could get a firmware update and how to address a problem with the steam wand, thinking I'd have to send it in for repair. With a few emails back and forth, they discovered I already had the most recent firmware and showed me how to get the function I thought I was missing, and then they helped me to identify the problem with the steam wand and are sending me the part so I don't have to send the machine in for repair, a considerable savings to me in terms of time and money. Thanks 1st-line!

This is a garbage business, with arrogant and rude owner. Horrible customer service and abusive (and possibly even illegal) terms of sale & service, which is a common theme if you read through the reviews. Take your business somewhere else. To be fair to the owner if you interact with him, he doesn't even pretend to care to earn your business.Edit: yeah you are right, because it is impossible to drive from Canada to New Jersey! Hahaha. Of course no business was done, because I refuse to do business with people like you. Fake is your business and your facade, grumpy old man!

Customer service does not exist, they don't even respond to your emails

There's no better espresso ambassador than Java Jim and his crew! I couldn't be more pleased with his service and my purchase.I'm a novice but felt as if I were Jim's most important customer.His guidance led me to an ACS Minima/Caffeum Perfectus dual-boiler machine and Macap Leo 55 grinder (complemented by a walnut tamping station, E.S.E pod filter holder, in-tank rechargeable water softener, and more). What a pair! Beauties in fit, finish, and function. I'm still a novice, but now a well-caffeinated, well-equipped one. Prendiamo un caffè!

I ordered a new Ponte Vecchio Export from 1st Line Equipment and 3 days later it arrived. It was well packed for shipping and after a couple of minutes to assemble, I filled the boiler with water, turned it on and waited 10 minutes for it to warm up. The shots appeared to flow too fast. I emailed Jim Piccinich, 1st Line's Business Partner who called me right away and explained what I was doing wrong. Problem solved. Jim is just the kind of owner who goes that extra step make sure his customers are satisfied. I highly recommend 1st-Line and their outstanding products.

I bought my Lelit Elizabeth machine from 1st-Line Equipment originally via their website. It arrived in perfect order and I have ordered a wide range of other products from their website. Shipping is always prompt, on-time, and their prices are reasonable, so I always try to buy my coffee products through them.Recently, my machine after ~5 years had a minor issue (which is not unreasonable/unexpected with machines like this.) I drove up to their facility in NJ from Philly and they were able to fix the machine for me without issue. The communication was exceptional throughout and I even received an immediate response when I had a follow up question after-hours - further showcasing the exceptional customer service exhibited by this company.Would highly recommend for any coffee-related purchases - but especially for higher-end espresso machines (particularly if you're in the region as it is a great comfort to know I have resources for repair services as such support can be difficult to find for premium espresso machines without needing to ship which can be costly and cause even more issues during transit.)

Bought my machine in person a couple years ago from Jim. Nice guy in person. Since then the display went bad on the Lelit Victoria I purchased. Upon researching I found out that the LCC (display) also contains the firmware that would fix some annoyances.. mainly count up timer instead of down, actual temperature instead of set temp, etc.Called up there to ask what the software version of the LCC they are selling. Upon finding out that my unit is out of warranty I was told the technicians do not get on the phone when it's out of warranty. I told them I want to BUY the part can a sales guy help me then. Was told that a technician would have to open the package and they could not answer this for me. I think this is kind of funny considering they are the US distributer for Lelit. They know exactly what they are selling, but want to coax you into paying for service instead of just giving you the info you need.So Jim.... I live 30 minutes from your place. I will not be patronizing your establishment anymore. I will not be paying you for information, nor will I fix this Lelit. I will be purchasing a new machine from one of your competitors... one that's not nearly as petty.I was told to go online to find the answer I need. Instead of doing that, I used the time to write you a bad review. Merry Christmas.Edit: I did let the CSR know my information. She asked me for my name which I gave her. I also informed her that the unit was not in (full) warranty. If she had bothered to show any semblance of caring perhaps she could have looked either way. Not like that even matters. For a company that allows NO RETURNS on parts and makes you waive your rights even when it deals with receiving "other than ordered", I would think you'd at least know what you are selling.....I'm still waiting on the answer. The Q&A section is bogus... someone else asked how to set the LCC to count up in 2020. You responded that you sold the 100 units you got and had no way to verify. You never updated the post.... the guy still doesn't have an answer. 2020!!! Three years ago!!!I DID NOT ASK YOU TO DIAGNOSE MY MACHINE, I ASKED WHAT VERSION OF THE PART YOU WERE SELLING. You supposedly record all calls... listen to it.EDIT PART 2... just to be clear the software on my machine is 1.13. You are telling me the units you have, are older than the ones that came on my machine several years ago, despite getting new ones and selling them all. I think you'd be NOT so surprised that would be very unlikely... even more so since you are the us importer/distributer. You also keep harping on warranty. I don't care about the warranty. I wanted a SIMPLE response as to which version of software was on the unit you were selling. I did not want you to fix it, I did not want a free replacement part, I SIMPLY WANTED TO KNOW WHAT I WAS GOING TO BUY.

Great customer service. Jim is knowledgeable and friendly. Would only buy coffee machines and accessories from him. Highly recommend