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Reviews 979
Star Child
Jul 01,2024I bought a Gaggia Classic Evo Pro from this company in July 2023 which has a UK web address, believing them to be based in the UK - they are not. My machine has a fault with the boiler, one recognised by Gaggia as a fault with the application of the non-stick coating during the manufacturing process, the coating is flaking off and coming out of the boiler into my coffee and milk. I got in touch with Matteo at Coffee Italia who sent me a link to a return ticket to send my machine back to have the boiler replaced. When I clicked on the link I was instructed to pay 43 pounds to return the machine to Italy! I'm expected to pay to return a faulty machine under a two year warranty for the repair! After many emails back and fourth, including one to Gaggia UK who can pick up, replace the boiler and return it to me for £125.00 I then messaged Matteo saying instead of sending it to Italy Coffee Italia could pay Gaggia UK to fix the issue. Matteo continued to insist I send it back to Italy. After reading the bad reviews on Trust Pilot about Coffee Italia I don't feel that I can even trust them to actually do a competent job of changing the boiler or perhaps not even changing it at all but just pretending they have and returning the machine in a worse, dirty or non-functioning state. Matteo and Caffee Italia are shysters of the highest order. I wish I researched reviews on here before buying. Please don't buy from this company, they are cheaper than their competitors for a reason. If you buy from Gaggia UK you get a 3 year warranty as opposed to Coffee Italia's 2 year warranty. Buy from Gaggia UK for peace of mind. I'm gutted, this has really soured my experience of buying my first ever coffee machine, I can only hope that Gaggia Milano stop selling to this cowboy outfit because it's dragging their good name down.
cdm
Jun 28,2024Originally things went well, product was shipped quickly. However a fault appeared after 16 days of use. I tried ringing the support line over and over but no-one answered. A sales person did eventually ring me back, but hung up mid sentence. They did reply to my emails and informed me that I have to ship the machine to a repair centre at my own cost to get it fixed. The extra cost of shipping mean I could have bought a much more expensive machine in the first place.
Jim Booth
Jun 25,2024Caffe Italia are the best in my opinion not just for the supply of the best available coffee machines available at the best price but also for the excellent advice and after sales service they provide! BTW - They also sell the best coffee we’ve been able to find!!
Yvonne Farrelly
Jun 24,2024We dealt with Matteo when purchasing our coffee machine & grinder. He was super helpful during the whole process, from assisting us with selecting the appropriate equipment all the way through to helping as track the orders delivery. Matteo made us very comfortable with the whole process and we have no hesitation in recommending both Matteo & Cafe Italia to potential customers.
Dario Scapitta
May 28,2024We bought a LELIT espresso machine in August 2023, delivered on time and it was working fine. During the last week I noted that less water was dropping and the manometer was not moving any more. I have called the customer service, and Matteo kindly asked me to make a video and send it to him by email. Matteo replied to mail the same evening asking me to perform first a thorough descaling and check that all tube were correctly connected to the manometer. Well, the descaling did the trick! Suddenly the machine started charging water as usual and when I made a coffee it was working perfectly and the manometer was signing pressure correctly. Matteo has been helpful, clear and very fast in giving advise. Great service!
fyodor y
May 19,2024The order took about the time I was expecting. The items were just as I ordered them and very fairly priced. Customer support was responsive. Packaging was well done and arrived in great condition.
Ian Tencor
May 15,2024I ordered an ice cream machine on 1 May, having been told it was in stock and would take a week to deliver. I am still waiting. I've been sent a Fedex tracking number showing a label being created on 9 May but no progress since then. I've asked for a delivery date and/or an update but have not received either.
P Bradley
May 14,2024Very happy with my purchase. Matteo from customer service was reasonable with me even though I remonstrated with him! It turned out to be my mistake. Excellent all round service.
phil Fryer
May 08,2024Bought a Rancillio Silva machine. Followed instructions to set it up and it didn’t work. Asked for details to return machine and get a refund and was sent instructions to repair the machine myself. Still waiting for my money back
Joe
May 07,2024As a small primary school with 40 staff members, half of whom rely on coffee to fuel their days, we eagerly invested in a coffee machine after receiving a generous donation as a thank you to staff. After thorough research, we chose the Aulika_Evo office model from Caffe Italia, lured by promises of commercial-grade quality and backed by a reassuring two-year warranty. Initially, the machine lived up to its promises, consistently delivering excellent coffee as expected. We meticulously cared for it, ensuring regular descaling to maintain its performance. However, our satisfaction was short-lived. After just six months, disaster struck in the form of a water circuit priming issue, rendering our beloved coffee maker useless. What followed was a frustrating ordeal lasting over three months, involving seven emails and five phone calls to Caffe Italia and their designated engineers from AE Stanton to get a repair. This was completed in September (9 Months after purchase). Despite our efforts, the machine's revival was short-lived, breaking down again after a mere two months of further use. Desperate for a resolution, I requested a refund or a replacement from Caffe Italia, only to be met with a disappointing response claiming the product could only be inspected under the terms of the warranty. AE Stanton, refused further repairs, citing the inevitability of recurrence of the same fault. This leaves our school £1,300 poorer, with no functioning coffee machine and woeful communication from Caffe Italia. We implore them to reconsider their stance and honor their commitment to customer satisfaction. We'll eagerly update this review if they rectify the situation. Until then, let this serve as a cautionary tale: Caffe Italia's two-year warranty is nothing but an empty promise.
Claudia Zindani
Apr 18,2024Gaggia is a great machine!! I bought my first Gaggia machine from Caffe Italia more than 10 years ago. It is still working great!! I have decide to get a new one and by mistake they have send me a much better model, than the one I have bought and offered me to have that model for a little bit more. I am very happy for their services. A trusted company!
Jeff YAKER
Apr 12,2024I received a very good Italian machine. It took a while becuase of production problems at the manufacturer. I was offered a more expensive machine at the same price that was readily available.
Muhammad Baston
Apr 12,2024I purchased my Lelit Elizabeth from CoffeeItalia.co.uk and arrived within a week although it may have arrived earlier but for a slight issue with customs that I had to sort out because I'd requested it be delivered to my work's address. When I emailed asking for an ETA Matteo was very helpful and responded fairly quickly to the email I sent requesting tracking/delivery information. I haven't yet tested the item but it arrived secure & very well protected without any hint of damage to the outer packaging and all the items contained within seem fine too.
Siobhan
Apr 10,2024So far not great, getting no joy with a faulty machine which has not worked since we bought it, I'm hoping we can get a refund but these reviews are not giving much hope. All I want is a nice cup of coffee.
Michael Caluan
Apr 09,2024Like other people on Trustpilot I've had a very mixed experience with Caffe Italia UK. Initially, very positive friendly emails back and forth… offering advice and ensuring me that all would be good with me placing an order. I checked the feedback on here (Trustpilot), and on the main it was good. The fact that they had international websites and points of contact, all seemed good. Placed an order halfway through March, again reassuring emails, giving details that I would receive a tracking number and details of when my order will be dispatched…. Then NOTHING, I’ve emailed, called, checked Facebook…. No communication! I have no idea when the order is coming, if at all??? Please be mindful of this if you are thinking of placing an order… I’ll update this to let you know if I ever get my order, or communication.... Update: Fast forward to the 12th April and after leaving a voice mail and a few more emails, I finally received a tracking number and the Coffee machine arrived on 18th April. It’s great, really pleased with the order and Caffe Italia offered the best deal and continue to offer great deals on their website. Lots of positives and I would order from them again. They just need to communicate better! It’s all a bit vague and kind of kills some of the excitement of ordering such an amazing coffee machine. Thank you Caffe Italia…
Mark Bernhardt
Apr 06,2024Matteo worked hard to ensure my delivery was shipped to me when I was concerned about the delay in shipping and after a phone call I received the goods very quickly and in the usual excellent condition I have come to expect from him . The coffee machine and accessories are quality and I am so pleased I listened to his advice when choosing Thank you Matteo !
Tom Niven
Apr 05,2024Matteo was incredibly helpful with an issue I had. He responded quickly and was able to sort out my problem.
Sergey Skachko
Mar 26,2024First, about the positives. There's been only one - the price. The negatives - communication and dispatch time were simply BAD. Imagine you order some expensive gear which appears to be in stock, and five days after there's still nothing in your email. No tracking number, no status update. You send an email to ask what's going on - nothing in return. You send a msg via facebook page - nothing again. Eventually you call, choose the SUPPORT 'department', leave a message - no one bothers to reply or call back. Eventually you call their SALES 'department' and bingo, someone replies! Two weeks after placing your order they tell you that some part of the order is missing but the (then) next week all will be dispatched. Comes Friday following week and no emails. You have to call again, they promise to dispatch early NEXT week. Comes 'next' week, yet no dispatch info. You call the 'SALES' department again and yet they are not happy that you're bothering them. Seriously? Eventually, they dispatch three weeks after the order's been made and paid. Once the boxes arrive, you realise that they had also graciously complemented the TWO devices worth 2,000eur in total with ONE(!) UK plug adapter. Thanks so much, I am most flattered! I can totally understand you guys may have logistical issues and what not, but it doesn't take much effort to communicate those issues properly to avoid frustration. And yeah, each device deserves an adapter.
Stefan Holliland
Mar 18,2024Excellent customer service! Very pleased with the quick and informative responses received from Matteo De Stefani. Have yet to unpack the new machines, check everything is ok, and enjoy a coffee, but happy with the service and delivery.
Kasper R
Jul 04,2024Hurtig og super hjælpsomme da jeg havde brug for reservedele til min Elektra Micro Casa. Fik sendt reservedelene direkte hjem til.