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Reviews 979
Dimitrios Asimomytis
Oct 30,2020Great service and very helpful team (both Vanessa and Marco). They solved a shortage problem literally within 2 days and I had my goods promptly (I know that the team tried to have everything in Athens by Thursday the 29th and they succeeded !). Great service and will be my source for coffee technical equipment from now onwards.
Patricia
Oct 28,2020Updated this review after being helped by friendly customer service. I placed an order for a machine through the "Irish site" at the end of September and was told only after chasing them because there was no email to confirm shipment that the machine I ordered was discontinued. When I requested a refund for my order, they tried to sell me another machine. I did consider it, but decided in the end to cancel the order. I was told that a refund would take a week, however that proved to be untrue. I did have to chase them for the money, but in the end they issued a full refund (after a month). Their post-sale customer service although slow was friendly. I choose to believe that it's not due to ill-will, but it seems more like they are overwhelmed with orders coming in from people who might otherwise be buying coffees in shops that are now closed because of Covid. If you decide to order from them, patience is definitely required.
Kevin
Oct 26,2020WOW Not A Company to Order Through!! After reading the mixed reviews I decided to call the Caffè Italia and place my order by phone NOT via online, this way I could ask a few simple questions first. I wanted to purchase the Rancilio Rocky SD £229.99 but wanted to know “dose the item come with a UK power plug” and “why is the shipping cost so high is the item is being shipped within the UK” I was greeted by someone who was not located here in the UK and he then asked me why I ask these questions! I replied by saying - that I had read on Trustpilot that items sold some items were purchased with non UK plugs. The Caffè Italia member of staff then became very angry said I was wasting his F---ing time he then stated all reviews on Trustpilot were false. He then said F--- Off and ended the call. I suggest to anyone wanting to purchase they FIRST call Caffè Italia and ask questions of the item you are wishing to purchase and see what response you get. For me I will purchase from someone who understands customer service and who want to build there customer base and who has manners.
Matt B
Oct 21,2020Will happily update this review depending on how the support process goes - but my first experience hasn't been ideal. It took a little longer for the tracking info to be sent onto me than I was expecting, assumed it would be an automatic process, but had to ask for details - not a massive issue, but I though this was coming from within the UK - not a deal breaker but just a little conflicting. Finally arrived (ordered 9th Oct) on the 20th. Sadly the hopper is cracked quite severely and has an EU plug (not UK) - this is a £240 grinder so not really the welcome I was expecting! While I can arrange parts and fixes if required (awaiting what happens next) not the out of box I was experience and sadly means a quite a bit more waiting! Hopefully the customer service can deal with this - and I will update this accordingly, but not overly happy to begin. update: received a nice reply very quickly and a new part is being shipped soon - can't fault that response
Gudrun
Oct 20,2020I was looking for some specific item which I found on the website by Caffè Italia España so I made an order and paid for it right away. Unfortunately I got an email the next day that they were out of stock. Within few days I got a full refund without any hesitation and a recommendation regarding other product. I can recommend the service by the company.
Owen Mullowney
Oct 18,2020Shockingly bad customer service, 2 weeks and not even an acknowledgment of receipt of my order, 1 week of going around in circles with phone calls and emails and getting ridiculous replies. I've requested a refund which based on experience will be painful! Should have read the reviews on here and never gone near this company, considering the considerable sums of money involved their customer service a complete joke. Reply to Caffe Italia reply: Thank you for proving my point, your email was replied to with the required info to which I received a reply requesting the info I sent..... check your facts before making such accusations against your paying customers. Reply: Thank you and yes my preference is still to receive my order, my frustration was based on not receiving any communication. Reply: I am still awaiting confirmation that my order has shipped?
Uli
Oct 16,2020The service and support was incredible and so nice. I warmly recommend this company!
tgsg
Oct 16,2020Wish I had read the other reviews before making a purchase. Ordered a grinder. 1 week later it still hasn’t shipped. I have twice been told by email “it will be shipped today / tomorrow” but nothing happens and no tracking has been provided. I used Amazon Payments, so will be contacting them to sort this out. Very poor service all round.
Iñigo
Oct 15,2020Excellent service!
Mihai Ovidiu Bibu
Oct 15,2020Thank for the delivery very very happy ,very nice espresso after 6 different settings of espresso and 2 different settings of cappuccino,and 3 different settings of coffee
londinium
Oct 12,2020# A year passed and still heard nothing from you guys .. #Bullying and intimidation tactics and negative reviews flagged and remove without cause Avoid like the Plague. You will lose your money. Beware Caffe Italia UK does not exist except as a webpage and relies on this to escape any legal redress in the UK by scammed customers believing they are dealing with a UK company. Eventually you will find out they are based in Italy and having a complete disregard for the law they rely on the fact that you are unlikely to file against them in an Italian court. The Consumer Protection (distance selling) Regulations 2000 gives you the right to reject the goods if the goods fail “to be of satisfactory quality” as in s9 (b) “appearance and finish” or c) “freedom from minor defects” to name just 2 of many conditions. Regardless your rights here Caffe Italia UK will simply ignore this and go as far as saying that you do not have such a right as I was informed by them. You may think you have the right under the Consumer Rights Act 2015, s20 (11) to reject the goods and be entitled to receive back the full amount you paid as by law UK/EU. Even if you reject the goods within 14 days you simply won’t get the full amount paid unless your credit card company tries or you resort to legal action. Every excuse and insult will be administered to you and your efforts. Any replacement or refund sought will simply be dismissed outright when you mention it or at best cost you dear. When you order a coffee machine and pay over £1000 you expect it to arrive unblemished and working. I did not expect it to arrive scratched and defective at this price range. After many emails and calls I got absolutely nowhere. I was insulted, hung up on and had emails unanswered or ignored where it suited them. Defects such as scratches magically become “artisan” as if the factory intended for the new shiny products to be scratched up before shipped out. Machine not working? If you call you will initially be told it’s not working because you don’t know how to make a coffee. If you insist it’s not your coffee making skills that are the problem that’s but because in fact the defective machine won’t get that far you’ll be told to repair it. You’ll be told it can be fixed and you should drive out to a service centre to have it looked at. The fact that it’s brand new and should be working perfectly is anathema to them. In fact they don’t see the problem in this whatsoever. New machine? Paid over £1000? Not working? Simply bring it in for repairs! Drive out, however inconvenient, and waste your petrol, time and money doing this because Caffe Italia UK don’t see why your being so unreasonable to think that a new machine should be working perfectly fine. I asked for it to be replaced as was my right and was flatly rejected. Refund? After much arguing eventually a possible refund with strings attached despite the law. You must pay the cost of shipment back to Italy (you ever ask how much 12kg costs to FedEx/UPS/DHL? it’s quite expensive actually), you’ll pay a 10% as a restocking fee, plus any other fees they deem necessary having looked it over and they won’t tell you exactly what the final amount is either until they actually have the machine. In short you’ll pay hundreds to give it back and you will not receive a full refund as you’re entitled to by law. You may even be fed the line about them having served 65,000 customers or sold 65,000 products but perhaps more likely the 65,000 lies told to suffering consumers.
Robert Berki
Oct 09,2020The store has a wide selection of products at fair prices. I had a minor problem with the shipment. They responded willingly and immediately and sent me a new spare part. They communicate well. I can only recommend the store. well thank you
Petru
Oct 08,2020Huge disappointment - Avoid this company 1.They sold us a coffee machine they were aware it's gonna break 2.The staff is rude and they are hanging up/do not reply to mails. 3.It is an Italian shop eventough it shows up there is an Irish representative. 4. No Irish plug provided 5. We asked for the refund, they refused and even ignore those mails 6. Repairs + delivery took one month(it was meant to take 7 days only). They sorted the damaged button, but there is another problem now, a strange noise like it's not assembled properly. All details below: My story is a bit long, but first and foremost I'd like to tell you exactly what disappointed me the most: My newly bought coffe machine Gaggia Classic Pro broke after 3 weeks. When I rang them to ask what to do now as the start button is damaged I've been told: "WE KNOW ABOUT THIS PROBLEM, send us an email" My question is: "Why the f*** did you sell it, if you knew there is a problem????????" And what I was meant to do, as the rude man there hang up??!!! Since 24th of August, I sent lots of emails, and finally after 2 weeks (I kept sending emails), it has been collected for repair on 7th of September. I asked them when is it going to be delivered back and they wrote it will be sorted pretty quickly and should get it back in 7 days. Of course, it didn't happen. According to the tracking number it has been delivered to an address in Padua, Italy. After two weeks of hearing nothing back from them, I started sending them mails again and of course I got no reply. I rang them again, rough conversation in brief: -Hi, I'm calling in relation with our coffee ma... -Send us emails -I did, I sent you plenty of emails, and I got no response. -Good Madam, send us emails And hung up again. I went bananas. I sent another mail, I've also asked about the refund. Again nothing. Two days later they replied the coffee machine is sorted and they are going to send it back tomorrow, or Monday, and they will send us a tracking number. We haven't received any mail/tracking number on Monday either. Finally we got a text message on Tuesday after that f***ing Monday, and we got it back in Friday. The damage button is in good conditions now, however the machine is making weird noise, it seems it hasn't been assembled properly. STUPID PROFESSIONALS. Well, as I wrote above, we bought it from the Irish shop, actually THERE IS NO IRISH SHOP. Also, they haven't provided Irish plug. My conclusion is that they are not professional at all, they don't respect their customers, they don't meet their commitments. I wish I knew about all this reviews and take them into account, and I wouldn't get the "deal" with this company.
Federico
Oct 05,2020I placed an order with this company as I was led to believe they were a UK based business. They aren't. When I realised this item was not being shipped I had to cancel my order, which they did and confirmed via email including the fact I would get a full refund. They then sent a parcel regardless and in breach of contract. I was nothing but respectful and empathic to them and offered to help them and return it, but they won't pay for the return, don't answer emails and hung up on you over the phone AND they do ask you for more money (read more reviews like this, it's their standard approach). It's unbelievable how these people are still in business. Now I don't know what's going on, but if you read other comments you will find exactly the same pattern. I don't know why they do this, I don't know why they trade under so many different names, I don't care, but if you feel they behaved unlawfully to you, this is what you need to do: 1) Report your issue to UK Trading Standards 2) Report the issue to the European Customer Centre 3) Report the issue to GOV dot UK "Report a business behaving unfairly during the Coronavirus". You are in your rights and there is stuff you can do, don't let this happen to you. Unfortunately I had to go through this like so many people, but hopefully this will help some other.
Jeremy Gibbs
Sep 30,2020Untruthful company, they claim to ship from the UK with the correct country plug but they don't at all. Terrible service when I queried it and they kept ignoring my questions about shipping from the UK. Their best solution was to send me a link to Amazon to buy a plug adapter. Steer clear...it's really not worth it.
Bob Harris
Sep 28,2020Very helpful staff in what was difficult times. Issues with supply due to Covid-19 but I was kept informed. Very happy with the service provided
Monika
Sep 20,2020Update: Caffè Italia expects me to change my review and rating as after 4 months of nightmare, useless discussions, hanging up on me - I gave up and paid for the repair (it was made very clear that I won’t get my machine back until I pay - even though my machine supposed to be covered by 2 years warranty). It was the worst, most stressful buying experience ever. Never again. I bought my La Spaziale espresso machine for £1270 last October (2019). First surprise was that machine wasn’t stocked in the UK and I had to wait for it to arrive way longer than expected. When finally machine arrived I noticed that my coffee brewing pressure is always kind of jumping, never stable at 9 bars as it suppose to, I was reassured that it will change after a while, it never did. In June 2020 my machine broke, didn’t respond at all, I called Caffè Italian and I was told - as everyone else - to send an email, after several days I was asked to take my machine to service centre, it was beginning of July, it’s is almost end of September now and I still don’t have my machine. I was informed that it’s finally repaired after more than 3 months but it has to be authorised by Caffè Italian before I can collect it. Caffè Italian send me an invoice for the repairs (£75). I can’t get any information from them why I have to pay if my machine is covered by 2 years warranty. Time is passing and I don’t have my machine, I paid for it quite high price and now they want even more money. Promised warranty is non existent, whole service is a joke, now I have Citizens Advice involved to help me with the issue. Avoid at all costs, as soon as you spend your money you are doomed.
Paul Santi Dani S Diner
Sep 17,2020This is the worst company I have EVER EVER dealt with !! Do Not Buy anything from them. I ordered a coffee grinder as showing 'In stock' - 3 weeks later ,still not arrived ,so I called to ask about delivery !! A man answered the phone His reply ---Have you sent an e mail asking this question ?? I said why ? I am on the phone !! --- his reply, You send e mail and I will reply -so I said, I sent an e mail 6 days ago and you still have not replied to that !! --no answer So as I calmly began to ask when will my £550 grinder arrive as it says 'in stock' he ---HUNG UP on me !! Still waiting on goods If you buy from this company you are fool ,you have been warned ,unfortunately I wasn't warned I have just read cafè Italia’s reply - Even more lies !! I was mot told due to Covid the item would take longer, as I stated in my review — the website clearly said item in stock I cancelled the order long before the item came into stock I was NOT offered a discount — luckily I ordered the item through Amazon pay so I knew they had to give me my money back I can also show a ridiculously cheeky e mail from this company It was only after I had cancelled the order and my money had been refunded did they eventually contact me saying the item was now in stock. The time scale of this is many many weeks I ordered the same item from another company on a Thursday and it arrived the following Monday ( that’s what I call service ) and long before this company managed to get the item into stock — and remember the website stated ‘In Stock’ Still same review — AVOID !! If you don’t believe me look how many 1 star reviews this company has So In reply —obviously now I am a gentleman as I have updated my review but they could never change my mind !!
Miriam Ni Neill ONeill
Sep 16,2020I’m very happy with the delivery of my new Gaggia Classic Pro from Caffé Italia – a great machine. Excellent customer service throughout the process – definitely recommend.
Abdulrahman AlQahtani
Nov 01,2020It is been frustrating reading all complains in the reviews. I am not sure if that what would everyone experience when dealing with CoffeeItalia. I will describe my experience very fairly day by day and update what happens with me. I just ordered from their irish website a day ago on 30/10 UPDATE 1 : So far their prices are very competitive and the ordering with their website went very smooth. I payed with Bank Transfer and got the 2% discount. UPDATE 2: I sent them the transaction details during the weekend and they replied to me on Monday,assuring me that they reserved the machine and as soon as they receive the payment in their bank account, they will process the order and ship it to me. UPDATE 3 : On 4/11 in the afternoon, I sent them an inquiries about my order and they responded to me the following day in the morning, stating that my order will be shipped today and I should receive a message from FedEx with the tracking number. And in the afternoon that day I received indeed a message from FedEx by SMS, I entered the link provided and got my tracking number. It is expected to be arrived on 10/11. UPDATE 4: on 10/11, I tracked my shipment and it says it arrived af local FedEx facility in Dublin where I live, so hopefully I am expecting to receive it tomorrow. UPDATE 5 : ndeed it has arrived today. The machine box was wrapped inside another box. And there is a UK plug adaptor inside that box. I tried the machine today it works perfectly. At the end maybe I was lucky that everything works perfectly. The ordering took 5 days to get my items shipped. The shipping took another 6 days to arrive to Dublin. So I believe 11 days are very reasonable. My experience was very good and I can't complain and I am not writing this because I am believing all reviews are lie, in fact I still think I was just lucky customer and everything went very well with him. I am writing this to those who already ordered and read all complains then became worries about their decision and wished they didn't order from Caffeeitalia. <<< I was that guy when I just ordered and then read the reviews. I hope this review was helpful to everyone.