Hi Kryssi, We’re truly sorry to hear about this experience, especially since it was a birthday gift. Receiving a Luxe Café Premier in scratched and damaged condition is not acceptable, and we understand how disappointing and upsetting that must have been. The funnel should arrive intact and fully functional, and this is not the experience we want anyone to have with our product. Our team would like to help make this right as quickly as possible by reviewing the damage and assisting with a solution. Please contact our support team here: https://support.sharkninja.com/contact-us Sincerely, Ninja Kitchen

Hi there, Thank you for taking the time to leave your review. We’re very sorry to hear how frustrating this experience has been, especially regarding the lack of a hot water or Americano function. We understand how disappointing this must feel and truly appreciate you sharing your feedback with us. Please be assured that we will pass your comments on to our product team. If you’d like further assistance, please contact us here: https://support.sharkninja.ca/en-CA/contact-us Kind regards, Ninja Kitchen

Hi Nelly, Thank you for leaving your review on the Luxe Café Premier. We are saddened to hear how disappointing this has been for you. Having to recalibrate every time you would like a cup of coffee, only for it to taste watered down, is understandably frustrating. This is not the experience we want you to have, and we would like to help get your mornings back on the right track. To ensure a fast resolution, we encourage you to contact our team through our support page so a representative can assist you directly. Our self‑help guide is also available if you would like additional troubleshooting support. We appreciate the opportunity to improve your experience. All related links can be found below. Self-Help Guide: https://support.sharkninja.com/en-CA/article/ES600-Series-Ninja-Luxe-CafC3A9-Troubleshooting-Guide-ca Contact Page: https://support.sharkninja.com/contact-us Sincerely, Ninja Kitchen