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Reviews 979
Andy
Jul 09,2021Ordered an Expobar coffee machine just over one month ago. It was marked as in stock. Tracking showed a parcel was dispatched from Italy but never left the country. After multiple emails and calls they acknowledged it had been lost. New machine promised to be sent. To date - no machine, no tracking info, just the old tracking number repeatedly given to me despite multiple calls and emails. Customer service has been very below standard for what purports to be a big company. They appear not to actually have any UK presence. The UK addresses on their website are in fact just repair shops etc that they use. Having read all the previous reviews I see there is a common issue with poor customer service. The staff seem overwhelmed with it. Happy to write another review if sorted but at present have paid over £1000 and literally have nothing to show for it. As a small coffee business we are suffering. On current experience I would recommend going elsewhere. The website states 'prime delivery' and 'global protection' but this has certainly not been our experience. very disappointing.
souad
Jul 08,2021(in response to caffe italias second reply) Thank you caffe italia for clarifying that the coffee machine wasn't repaired because you had a personal dislike of me as a customer. I have a thread of emails between myself and AE Station that are very polite which of course I will now be including as evidence along with your reply explaining that if we had been more polite to you our machine would have been repaired. (response to caffe Italias first reply) Please see the reply from Caffe Italia to get a flavour of what we have come to expect from them. I bought the machine for home/domestic use but caffe italia have now decided we are using the machine for commercial use even though the technician physically returned it to our home after the first supposed repair because he "fancied a trip to the seaside. " They literally made up that it was being used commercialy so they could remove our 2 year warranty. (All in writing and all now ready to be submitted to court) our experience has been that their staff are very rude, their engineer (who they quoted below) pretty much accused me of lying about the faults to the machine and told me it wasn't his responsibility that it had arrived not working and covered in water for the 3rd time. Caffe Italia view my partner telling them we would be looking at legal action to hold them to account, as abusive and threatening. They have made suggestions that we are uneducated ( how very polite of caffe italia ) and now all of a sudden the type of box you send faulty goods in is very important and is justification the appalling experience we have had. (an issue that only came up when I complained and provided video and photo evidence of the soaking wet condition of the machine and inner box when it was returned to me on the last occasion. Of its supposed repair ) Caffè italia also told us we needed rewiring to run the machine (not stated in the product advert as its advertised as a domestic coffee machine, but incidentally something we did get a qualified electrician to fit a dedicated 16a spur in our home at our own expense after caffè italia told us to do this even though our electrician told us it wasn't needed on a 2kw machine and of course this didn't make the machine work either) However caffe italia seem to be perfectly happy with the fact that after 6 months of messing us around and 3 critical failure on the machine we still don't have a working coffee machine. something I would find totally unacceptable standard of practice if I where running a business. We paid caffe italia over £1300 and I am now having to pursue this matter through legal channels and am speaking directly to the manufacturer of the machine to make them aware of our experience with Caffe Italia. (original review) Total nightmare dealing with this company. Our machine broke within 6 weeks. It took 6 weeks to get it back from repair and it promptly broke again 3 days later At this point I asked for a refund or replacement from cafè italia but this was denied and I was told I would have to send it back to the same people who couldn't repair it the first time. So off it went again for repair to be returned 3 weeks later still not working. The repair person told me the machine wasn't their responsibility as it had left them they day before working and seemed to think I was unreasonable for not being OK with it now being broken again. Cafe italia staff are difficult to get hold of, don't like talking over the phone, I was told by customer service I had to speak to them via email. I was also advised by one member of staff she didn't know the name of her manager or have a phone number or email address for them and then told me she would forward my complaint to the manager .. You couldn't make it up!!!!.. Total and perpetual fob off. I would never recommend this company to anyone. I really wish I had read the reviews before I purchased the machine. I bought the machine in February and in the 5 months since its worked for 6 weeks only.
Val
Jun 21,2021Decided we needed a new coffee machine when our Gaggia Titanium packed up. Went on line to Caffe Italia and eventually chose the Velasca Prestige after ready a review by someone who also had the titanium before and had now gone for the Prestige. Had a job trying to set up the machine so got in touch with Gaggia who tried to help via email but who in the end put me in touch with Cafe shop who via Zoom ( which i might add i had never used before but a very nice young talked me through the process of joining) then talked me through the setting up of the machine. All ended up with celebrating with a nice cup of coffee. Thanks to Mattoe from Cafe Italia for your patience and setting up with the Cafe Shop Best Regards Val
Lizzi Birchley
Jun 16,2021Very helpful staff. I called with a problem with my Saeco Lirika coffee machine. Was referred to the technical support group who explained how to resolve what was a simple problem. So pleased with the response, and of course the lovely coffee that I get from my machine.
Ray Melbourne
Jun 15,2021Ceado E37 Ordered from UK site but live in Australia. Good communication and arrived quickly. Unfortunately received the more expensive E37SD rather than the requested E37S. I notified them of issue and it was sorted in a few hours. I decided to keep the SD for a small additional payment sig below retail cost. They were happy to work at best outcome for both parties so very pleased with how this was handled. The grinder works perfectly :)
Jeremy Stanton
Jun 15,2021I had high hopes for this online coffee machine retailer but have been incredibly disappointed. I bought and paid for a new Gaggia Magenta Plus machine about 6 weeks ago which arrived about 10 days later. I was really concerned to find that when I opened the box (which was in fact a box for a Magenta Milk) there were coffee grounds all over the box and on the machine including the brew-group, the machine had dried water stain marks on the chrome base, there was no water hardness strip for me to set-up the machine, when I switched the machine on it was clear that it had already been ‘set-up’, and accessing the settings menu revealed the machine had already made 65 coffees. My complaint email prompted an investigation and I was told that the machine had been used to make a promotional video, and that although Coffee Italia still considered the machine new they offered me a £70 refund. There was no apology whatsoever. I wasn’t happy with this and requested a new machine, and this request was granted. The second-hand machine was picked up (at their expense) 17 days ago. I have emailed them repeatedly to ask about the dispatch of the new machine, received an email (after further prompting) saying it had already been dispatched and that the FedEx tracking number must be in my junk mail (it wasn’t) and despite an assurance they would send it again I have heard nothing since despite repeated emails. Buying a new machine means the machine should be new, not ’65 coffees old’. I feel very let down by this company and would certainly not use them again. Addendum: 27/7/21 Within a day of posting this trustpilot review, I was contacted by Caffe Italia, and within 5 days a new machine had been sent to me along with a large quantity of coffee beans by way of an apology. This has certainly rectified the situation and it is clear that Caffe Italia addresses complaints on social media quickly and effectively.
UK resident
Jun 12,2021Excellent customer service, product, value and delivery. I ended up buying a much cheaper machine than I expected becuase of the excellent advice from Matteo who was always on call to assist with the process and the aftersales. He threw in a few bags of coffee too and I have to say, even with my very limited barista experience, it was one of the best shots I have ever had.
Gianandrea
Jun 08,2021I just got a wonderful automatic coffee machine. It was very easy yo set Up and use. I would definitely recommend this machine: Gaggia Magenta. The service from The Sales staff has always ben extremely helpful!
Giraffa Camelopardalis
Jun 05,2021This is a live review. So it will be changing depending on the service I receive. It can be five stars or one star. It will show the experience of buying with Coffee Italia. Day 1: - I purchased a Gaggia Magenta Prestige on Wednesday 2nd June with Prime delivery. The item is marked as in stock. I receive an automatic email for the order. Day 2: - Worried after seeing bad reviews and not having any dispatch notice for "prime" service. I emailed them. After hearing nothing back, I phoned. I was asked what machine I ordered, and then I was told, "yes, it is being processed". They ended the call. Not being happy by that fact, I was not asked my name or order number. I waited for an hour and phoned up again. I was told all emails are being dealt with today, and I would have a reply today, Thursday. Later that day and no email so I phoned again. I was asked again what machine I order and was told they have it and I will receive it by Monday. Day 3: - I still not received an email or any communication. I phone again. This time I told to phone back and use option 2. This was the first time I had been told this. I was hung up on. I phone back, and option 2 takes me to a lady who is in Italy. I believed my coffee machine was in the UK already, but it appears not. The lady asks for my order number. This is the first time this has happened. She did find my order and said the order is being processed in the warehouse. I asked for a tracking number and carrier, but she said she would have to find it and email me in 10 minutes. Ninety minutes later, no email. So I phone and speak to the same women again. She is polite and says it is being dispatched today, and she would then have the details for the delivery. I said I would await her email in the next of hours. Three hours later, no email. I phone Italy again. This time I am promised that it is being dispatched, and I would have the details soon. 3.30 pm just before customer service closes at 4 pm. I receive an email from UPS. It says a label has been printed, but they have not received the goods. It has not been dispatched from Caffe Italia yet. It's Friday. I think that if I receive it by Monday as promised by two people. It will be a miracle, or may the extra you pay for Prime service will deliver Day 4: It's Saturday. I check with UPS, and still showing no dispatch, just the label printed, so the machine is still in a warehouse in Italy. I am bringing to feel I am losing faith with this company as the staff are lying to me. Day 5 Sunday. Not expecting anything to happen today. Day 6 3.30pm and the UPS status has changed to shipped . Good to know it might be on it way. Still no email to let me know when I should expect delivery as it's not going to be today. Of course, this could all change if I receive my machine on Monday then it will be 5 stars or losing another. Check back to see what happens next.
Victor
Jun 04,2021Great selection of quality products and quick shipping. Once I received my order. I called customer service with a question and Marco was very helpful! The coffee is excellent!
Jorge Renjifo
Jun 04,2021very serious company highly recomended!
Juan Santos
Jun 03,2021I have had my VBM since 2010 and have found it to be excellent.I I always repeat! Makes excellent coffee every day. Never had any problems. It has had a couple of professional services and the last one I did myself with some kits from Coffe Parts. I recently bought a Mazzer Super Jolly grinder and the coffee seems to be even better. Love my coffee. Thank you! You are the best
Michael Wayne
Jun 03,2021I bought my Rancilio Sylvia 2017 and was unable to use it for 2 years whilst preparing to leave the UK. I have now been using it for 2 years and it has served me well. However, the pump started playing up so contacted Caffe Italia from whom I purchased machine from. They directed me to the site in Italy for the correct purchase of replacement. I now live in Gozo so Italy is not far. I ordered the correct part provided by Coffee Italia and it arrived within 3 days. Fitted it as per instructions and all good. Then had to know what was best to use for a descale / clean and in particular as I have soft water here so limescale is not the issue. Could not get a commercial cleaner here so sent photos of what I could obtain here to Matteo de Steffani in Caffe Italia UK. He responded very quickly and approved of my product. All clean and working at 100%efficency. Caffe Italia always my choice.
christos.G
Jun 01,2021After receiving my mahlkönig e65s gbw Last month from Caffè Italia I got today a UPS email informing that my mini hopper is on the way inside time schedule of delivery. I want to thank Mr matteo again for helping me out to find this part !
Jonathan
May 17,2021I bought a £950 VBM coffee machine in January. It arrived leaky and I asked for a replacement. I was told to take it to a repair shop which after unsuccessfully trying for a replacement I reluctantly did. Repair people said it was fixed but the week after it stopped working completely. When I'd try to turn it on it would blow the mains. I've gone through Citizen Advice to enforce my consumer rights. This lead Caffe Italia to ask me to send back the machine so that they can refund me but 3 weeks after they've received back the coffee machine they have now again gone quiet. Next step is a court case in the small claims court. Update: Caffè Italia makes a number of false claims in response to this review: (1) Their service partner did not contact me. I had to contact them several times and drive the machine to their repair shop in a hire car that I paid for to get the machine looked at. When the faulty product should have just been replaced. (2) The machine didn't stop turning on because of "bad luck". Blown mains would suggest to me that instead the leaking continued and got into the electrics. (3) As a layperson I never tempered with the machine or disassembled it. I of course took photos and videos before sending it off knowing this company can't be trusted after months of dealing with them.
Nejad
May 16,2021Today, 82 days after paying Caffe Italia for a coffee machine we received our refund following our appeal to the credit card provider. The account of our dealing with Caffe Italia is as follows: 24 days after placing our order and after many phone calls and emails they finally placed an order with illy, the manufacturer of the coffee machine and copied us in. Manufacturer's dispatch form matched the product we ordered, We received Caffe Italia's Parcel, 34 days after ordering but the coffee machine that arrived was black and not silver as we ordered. Silver machines were £40 more expensive than black ones, at the time. More to the point that was not what we ordered. We requested return and exchange of the machine but we hit their wall of silence not responding to our mails. Following writing a review of the company at TrustPilot Caffe Italia arranged for pickup of black coffee machine which was taken away on 21 of May (56 days after initial order). Caffe Italia refused to refund our money and we had to contact credit card provider to get a refund, just 8 days short of 3 months
Vicky rodriguez
May 12,2021Wonderful service ! Just pulled the first shor wirh my new Gaggia classic pro ! Machine arrives just in time for my birthday dinner ! You have a new happy customer!
NickForest
May 11,2021Really quick delivery and good communication all the time prior to delivery. Easy to use and setup, it’s a present for a family member and he admires my Gaggia Syncrony that I bought from you guys 14 years and it’s still going strong so you were the only people to consider for a new machine.
Maurice
May 08,2021Just as a point of clarification. I purchased a gaggia cordorna prestige from www.coffeeitalia. ie not Co.uk. The delivery time was pretty poor I assumed this would be coming from Dublin. This was not the case. However I did make allowance for covid. So I opened up the box and was informed the machine was sent from a European distributor. This was fine except the machine that I had just paid €900 (a large investment for me) had a European plug that looks rubbish sticking out of the socket. I had been having issues with my cordorna prestige milk carafe. I raised a concern that the milk carafe was splashing and only produces half the amount requested i.e. if I ask for 200ml I get 100ml. I have spoken to their technical support. A gentleman by the name of Giovanni was dealing with me. I had been told by Caffè Italia that I would only need to send up the carafe and not the whole machine. Giovanni informed me that there was no point in sending up the carafe on its own as he did not have a prestige in his place of work and to send some more videos. He then said he does not recommend that I send the machine up to them via courier as it would almost certainly be damaged. I could not travel up due to covid restrictions. I sent a message to info at coffeeitalia .ie on the 27th April (8th May at time of review) to confirm tech support could not help and am yet to have a response. I have seen many reviews online since purchase where this has been the case and once the carafe has been replaced the issue was solved. I asked for this to be replaced and they said gaggia does not do that and asked me to pay €135 for a new carafe. These are $65 (€50) in the states. I cannot understand why the price difference is so high and why I need to buy one and not have it replaced. The machine is now making a low buzzing sound while in standby which is pretty annoying. On the 28th April I contacted gaggia directly through their Facebook page to which I got one reply and nothing more since. So it seems gaggia support is as poor as cafe italia's. I bought this machine because I have had gaggia before and they are fantastic. I spent 1 full year saving for this and €900 is a lot of money to me. I could have saved €300 by going with a model that just does black coffee. But I wanted something that could do everything. I am sickened that I have been treated so badly by this company. BE AWARE CHEAPER PRICES OFTEN MEANS POOR SERVICE. I will say that I have dealt with Raj in the UK and they were most helpful with a separate order. Additional edit as reply: I keep all of my equipment spotless and clean everything regularly. I have disassembled and reassembled everything and even sent pictures to the tech support on this. But I do appreciate the reply and link. Regarding Raj I had an issue with an order getting to me and he solved it quickly and efficiently. He doesn't actually work for Caffè Italia nor does Giovanni for that matter.
procurement
Jul 13,2021Great seller and service offered , and the coffee machines are Top class indeed . Would highly recommend ! Thanks coffee Italia