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Reviews 979
Heidi Fossen
Mar 11,2021Here is my honest review: My partner and i have been using this machine for a week now, and we absolutely adore it! As someone who's worked with coffee for 5 years, moving on to an office job broke my coffee-loving heart. We finally fulfilled my 6+ year dream of owning a proper machine, and it did not disappoint. There are a few bits and bobs that i think maybe would improve he machine: the espresso runs way to quickly to pull a slow nice cup, regardless of amount and tamping power. The steamer is also quite violent when it first starts up, so sometimes milk goes everywhere. Other than these two points it is a very comfortable machine to use, and as my partner has no previous experience with coffee, he still learnt it properly in about a week. The delivery was also quick (within 5 days in the UK) and the packaging was secure.
Carol Overs
Mar 08,2021Received my Gaggia espresso machine today, all in perfect condition. It took 10 days but not bad in these strange days. Customer service not perfect but again maybe they are working from home. All is well that ends well, it is a beautiful thing.
Kayleigh
Mar 06,2021Do not purchase from here! We bought a Gaggia Coffee Machine from here at the end of November last year. I hadn’t realised the company were actually based in Italy. The coffee machine arrived just over a week after I ordered, although we’d had no communications to say it was coming so it was a bit of a surprise. When the machine arrived it had a faulty, broken water drawer that didn’t fit the machine properly. My husband immediately called the company, who were unhelpful over the phone and wouldn’t explain what would happen next, only that he needed to email pictures of the fault. No problem, he emailed them over. No response for 48 hours so I decided to email again. I got a response asking what the fault was, even though I’d already explained. Another 48 hours and they asked for pictures of the box it came in and a copy of our invoice. Again I sent them and at this stage asked for the coffee machine to be collected and a full refund given, we weren’t interested in a replacement (although this was never offered), but were concerned at this point that if there were further issues we’d already had poor customer service so would buy from a different company. Repeatedly they kept ignoring our request to return the coffee machine and they kept offering to send out a new water drawer despite asking to return the product, as it was faulty as the water drawer didn’t fit the machine. In mid December, 16 emails later with them trying to tell me the machine wasn’t faulty and over 3 weeks since they sent the machine they finally agreed to collect it, but they emailed..... “ As you wish: we can collect it the day 14 of January we cannot do collections before due the actual pandemic situation and the closing of Euro tunnel.” Yes I was aware there was a pandemic, thanks for pointing it out! Ironically I was then emailed by someone from their UK address on the 12/1 to say they’d collect the coffee machine and have it delivered to them! I’m not sure how the closure of the borders affected the machine being shipped from Somerset to London, but hey, it was finally being collected. On the 15th January the coffee machine was collected. After a week I sent an email asking where my refund was and I kept being fobbed off by them, telling me the machine needed to be inspected etc. It then took a further 15 emails, many of which I didn’t even get a reply to, and 5 weeks after the coffee machine was collected to finally get a refund! Reading other reviews on here I almost feel lucky and I did eventually receive a full refund. But it took almost 3 months from the point of asking for the machine to be collected to actually getting the money back in my account. Honestly the worst customer service I’ve ever experiences, I was genuinely worried that I’d never get my money back from them, Avoid!!
Nina
Mar 04,2021Appalling customer service. Definitely cannot recommend using this company. I've ordered a coffee machine from them at the end of January 2021. 07/02/2021 I received a confirmation email from UPS that the delivery cleared customs and I was due to receive my coffee machine on the 10/2/2021 10/02/2021 Coffee machine hadn't been delivered and status on UPS App changed to "information unavailable After the first 3 calls with their customer service I was informed that the parcel was stuck in customs and that caffee italia had to provide further documentation to have it cleared. A week later no update. At the moment according to them caffee italia doesn't get any information form UPS at all where the parcel is. I was also told that I cannot request a refund as an investigation needs to be initiated first, however no sign from caffe italia that they were going to do that. Most likely the parcel is still sitting with customs - info from them. I've now spoken to the investigation team at UPS and they confirmed that the parcel had cleared customs at the beginning of February and that they don't know about the location of it, hence why an investigation needs to be started. This has taken nearly a month, countless phone calls and time spent. If I am able to find out what needs to be done at this moment of time so should be their customer service. This is the worst customer support I've ever experienced, as there was no action from them at all.
Mike
Mar 04,2021Do not deal with this company, they lie as soon as they answer the phone, you will deal with their Italian customer service. Told coffee machine in stock in the UK, Comes with a UK plug, delivery 3-4 days. No sign after 4 business days, told still in warehouse, no one returns your call when asked to, eventually arrived 2 weeks after order was placed, with a euro to UK plug adaptor. Still awaiting reply to emails and calls placed after 3 weeks. Disgraceful customer service. I would give a 0 star review but not an option. Avoid at all cost!!!
Mr Barratt
Mar 03,2021Hi Matteo, I have received my order yesterday, thanks for all of your help, you have changed my mind about what I had read on trust pilot about caffe italia. Look forward to learning how to use it over the next few days. Thanks again
Gillian
Feb 25,2021Appalling customer service, after countless emails and telephone calls I still haven't received my coffee machine and grinder or had acknowledgement of payment received. Barbara has asked me to be kind and patient ???? As this was a well planned birthday present costing over £800 I am feeling anything but patient with this company now. I would appreciate a call from customer service to explain delay in dispatch and give me an expected delivery date.
Samuel Procter
Feb 25,2021These guys were brilliant in helping me sort out an issue with my product. They were open, honest and I trusted them. If I ever need to purchase another coffee machine again I would not hesitate to get in touch with Caffe Italia. Brilliant guys, all the best
Christopher Hemmings
Feb 24,2021Worst company I have ever bought online goods from, bought a ranchilio expresso machine and Rocky grinder from them on the 26th of December it’s now the 24th of February and I still am £230 down with no grinder. They sent the original one out and it was smashed to pieces, asked me to send it to there London depot (which isn’t there London depot, generic coffee machine repair shop on a industrial estate) at my expense. Took ages to get this refunded back. Another grinder was sent out and this was then stuck in stanstead customs for a month because they had not valued the item correctly and lost interest. When trying to resolve you are put through to Barbara, the most un-helpful, disinterested person I think I have ever met. If you would like to contact through e-mail then you are give a automated response and expected to wait for some sign of action in maybe a week. Still waiting for a refund/coffee grinder in one piece. Edit: Posting the Tracking for all to see as seller is claiming there was a failed delivery attempt, its stayed in customs as the seller claimed value of £230 grinder was £5.... Monday, 22 February 2021 12:25 STANSTED GB Returning package to shipper Return tracking number 783954125522 Thursday, 18 February 2021 03:25 STANSTED GB Clearance in progress Tuesday, 19 January 2021 16:34 STANSTED GB In transit Package available for clearance 11:00 STANSTED GB At destination sort facility 04:13 ROISSY CHARLES DE GAULLE CEDEX FR Departed FedEx location 03:36 ROISSY CHARLES DE GAULLE CEDEX FR In transit Monday, 18 January 2021 23:21 ROISSY CHARLES DE GAULLE CEDEX FR Arrived at FedEx location 22:25 FRANKFURT DE In transit 22:19 FRANKFURT DE In transit 20:05 SOMMA LOMBARDO IT In transit 19:03 SOMMA LOMBARDO IT In transit Saturday, 16 January 2021 15:04 SOMMA LOMBARDO IT At local FedEx facility Friday, 15 January 2021 21:30 LONATE POZZOLO IT Arrived at FedEx location 20:05 GRASSOBBIO IT Left FedEx origin facility 18:15 GRASSOBBIO IT In transit 17:48 LONATE POZZOLO IT International shipment release – Export 16:31 GRASSOBBIO IT Picked up 04:58 Shipment information sent to FedEx I am now directly messaging Rancilio export area manager to notify them of the poor service i have received aswell as still not getting refund. If anybody else would like there e-mail to do the same it is: export area manager: pguarischi @ranciliogroup.com general enquires: mlazzaroni @ranciliogroup.com Stay away!!!
Ronoldo W.
Feb 21,2021I ordered the La Pavoni Esperto Abile and Elektra grinder and had them shipped to the USA. I use a voltage regulator to compensate for the difference in voltage (220 v. 120). I ordered during the height of the pandemic, and Matteo kept me informed all the way. Any questions I had were answered promptly. I can give my highest recommendation to Caffe Italia and would recommend them to anyone. I use the equipment to make espresso every day, and some lattes and cappuccinos as well.
Simon Andersson
Feb 17,2021I ordered the wrong item (acaia coffee scale luna) and wanted to return and change for a different product (acaia coffee scale pearl). I contacted customer service for the return conditions and even though I got a response from Matteo and Barbara they would not agree or state the conditions for the return and refund of the difference. It took over 2 weeks and several calls and email before I got any clear feedback. Now the scale is returned to Caffe Italia but it has been over 3 weeks and no refund has been paid back to me. We agreed that I would just return the scale with full refund since they could not give clear feedback on the return and shipment of the other product (acaia coffee scale pearl).
Roberto Espinal
Feb 16,2021Thank you so much! I am VERY happy with the Caffe Italia experience all around. From price of the product, customer service and how quick the item arrived! Thank you so much and hope to buy from you soon. Keep it up!
Phil
Feb 15,2021Product delivered on time and customer service was very responsive. Would use again.
Ian Lister
Feb 15,2021Excellent machine, great price, very quick delivery considering it came from the factory, excellent communication from UPS. Delivered a day before scheduled. Oh, and delivered free.
Andrew Miles
Feb 15,2021I received a very friendly and helpful service from Cafe Italia, the machine I ordered arrived when they said it would - highly recommend them!
Ally Johnston
Feb 14,2021If their website says the item is in stock, don’t believe it! Ordered a grinder and espresso machine which were both showing in stock, 15 days later I’m still waiting to confirm they are despatched. I have contact customer service on a number of occasions and they have now provided 2 committed despatch dates - both dates were missed!! Still waiting for my items to be shipped!
customer
Feb 13,2021I would strongly recommend avoiding this company - I've had a really disappointing and upsetting experience. I ordered a coffee machine with Caffè Italia who seemed to have the best price on the web - the order went through fine, but after a few days I got an email from the delivery agent (UPS) saying that the delivery had been "mislabelled by the sender" and now required extra documentation. I emailed Caffè Italia several times to rectify their delivery error, but kept getting responses that misunderstood the nature of the problem - on the phone later their customer service agent admitted she hadn't taken the time to read my emails properly. 5 days later they finally agreed to investigate, but I then heard nothing from them for nearly a week. I tried to contact them again by phone and spoke to two different people, both of whom were actually extremely rude in response to my reasonable questions about the product: one was constantly muttering expletives in Italian under their breath (a language I speak by the way) and the other told me they "didn't have time" to help me and hung up. I don't really understand why they would treat any customer this way. Once it became clear they really didn't care about tracking down my package, I emailed and phoned requesting a refund. I've now been waiting for several days on a call-back from a manager to confirm this, but I have heard nothing. Trying to chase this up on the phone again today, I was told once more by their customer services team that they "didn't have time" to help me because they "had better things to do on a Saturday". I completely understand that problems happen with delivery companies all the time, but UPS were clear that this was an error by the sender. This company now has over £500 of my money and appears to have no intention of returning it, and that frankly feels devastating. -- UPDATE: It has now been more than a month since my order and still no refund, just repeatedly rude responses to my emails and phone calls. The company still have £500+ of my money and I do not know if they will return it. Given the abuse I have received, fellow reviewers will understand why I am not willing to give my name and details here as the company request in their response - but Trustpilot have verified my situation, which is why this review is still up. I cannot be clearer: do not order from this company.
Andy
Feb 12,2021Thanks for the quick delivery - fantastic product. I already have a 2011 Classic in my office. This new version has all the add ons at a great price, considering you can pay anything up to £280 for a re-furbed machine on Ebay. No contest! Thanks for the free coffee - delicious! Andy
Mrs Elaine Clark
Feb 10,2021Excellent product and by far the best coffee I have tried from tens if not hundreds of brands/blends. Fantastic customer service and always timely delivery.
Antony Munn
Mar 13,2021I ordered a dream T, when it arrived it had an overfilling issue. I contacted caffe direct and I must admit their service was a bit patchy at first. However it’s 2 weeks since the machine arrived and an excellent engineer has just left having repaired it. So in summary they were the cheapest, the machine is what I wanted and they did resolve the issue. So overall they did pretty well they just need to improve that first contact customer experience.