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Reviews 979
Tomas
Nov 05,2017We've ordered an espresso machine and a grinder, both on stock, in total 2800€, transfered immediately from our bank account. Since then, we have received no confirmation, no delivery information, nothing for more than two weeks. After several attempts to reach the customer support they admitted that the machine is not on stock and they can't get it even from the manufacturer. So they lie about stock availability (the machine was and has been all the time displayed as "on stock" on their site). They offered another, not suitable espresso machine instead, which we rejected and insisted on money return. Since then it took another 2 weeks, many e-mails and phone calls to their support (which is only one Italian man with a phone number in London). After that, they returned 2600 of 2800€. The remaining 200€ should be a "cancellation fee", they said. Cancellation fee for an order which they are not able to fulfil?! At this moment I would believe they are running an internet scam, where you order, they don't deliver anything, keep some part of your money, return you the rest and you are happy that you've got at least something back. It took another 2 weeks, many phone calls, e-mails and finally under threat of going to the police, they returned the remaining 200€. To summarize - they are lying, their CS is rude and not helpful. They will try to keep some of your money without any justification, not following any terms and conditions. UPDATE: Coffeeitalia claims that this review is not from their customer - yes, it is, the order has been done by my partner - order #DE100001138 from 3.9.2017 via coffeeitalia.de.
Faye
Oct 19,2017Possibly the worst customer service I have ever received...and they don't seem to care! I ordered a Gaggia Brera from the website. The site stated that all machines would come with the correct plug. As I was ordering on a .co.uk site, I assumed it was UK anyway. The machine arrived form Italy with a two pin adapter. I contacted customer services by email and three times they replied to say that the UK power cable was in the box! After replying three times to confirm it wasn't, they sent me a link to Amazon for a refurbished lead and told me to buy one myself. I called after receiving this as I was absolutely gobsmacked and they said they would refund me the cost. Unhappily I purchased the lead. 9 days later, I still hadn't received the lead and was getting more annoyed with CoffeeItalia for a) not sending me one in the first place and b) not sending me one straight away when I advised it was missing. I emailed them again and advised that if the lead didn't arrive, I would just return the whole machine. I'd paid the best part of £400 for a machine I couldn't use. They replied to say 'Complain to Amazon not us'. Appalled, I replied and asked them to send me return details immediately. They hadn't even refunded me the money for the lead. Surprisingly, I got no response. No idea if the machine actually works or not but I would STEER CLEAR of this company. If they manage sales like this, imagine what they'll be like if something breaks!
Celia Bloor
Oct 13,2017The espresso machine arrived promptly. Excellent follow-up advice from Coffeeitalia. Everything has gone very smoothly. Thank you
Paul Tolliday
Oct 11,2017I bought a Nuova Simonelli Oscar 2 from Coffeeitalia along with a matching grinder, great service from them, but when I had a small item to replace they negotiated with the manufacturer on my behalf and manage to send me the replacement part at no cost to me. Item arrived quickly and replaced, well done for such a good service with speedy replies to my emails.
W.E.
Oct 04,2017Espresso-Maschine kam mit kleinem Defekt an... (Schraube von Haus ausüberdreht; kein gravierender Mangel, aber unschön, man muss neue Schraube besorgen, dann basteln...) Nachdem nach bekundetem Kaufinteresse sogar am Sonntag (!!) innerhalb von Minuten angerufen wurde, tat sich auf meine Mail bzgl. des Defektes erst mal einige Tage nichts. Dann bot man mir 10 Euro als Entschädigung an. Eigentlich ein Witz, aber mehr war nicht herauszuholen. Auf diese 10 euro warte ich nun trotz etlicher Erinnerungs-Mail seit 2 Monaten. Ärgerlich! Würde nicht wieder bei Coffeeitalia kaufen. Man sollte genau wissen was man tut...
Ian F T Young
Sep 27,2017Great service, and communications. Many thx
Siegh3rt
Sep 09,2017Top notch service, Marco was very responsive and the machine even arrived on a Saturday. Delivery was extremely fast and all the way to Malaysia too! Have been using it since 3rd of Sept 2017 and have been loving it so far; Commercial quality machine in the comforts of your own home! Will definitely be looking to coffee italia again when i'm hunting for my next cafe part. Regards, Faruq
Kelly
Aug 21,2017I was very satisfied about our order at coffeeitalia.de (quick delivery, very helpful). That was until the machine broke down under warranty. I sent an email to their CS and their direct response was that we caused the damage ourselves, but gave us an instruction on how to fix the issue. After trying this, the issue wasn't fixed and I asked their customer service whether we could send the machine for repair, UNDER WARRANTY. Coffeeitalia then told us this is possible and I went on and sent the machine back to Italy. After three weeks I asked for an update on the repair. Coffeeitalia then informed me that the boiler broke down, due to wrong use of the machine and that the repair would cost us 84 euros. They then informed us that the machine had already been repaired (?!) and that I should send the money via Paypal, in order to get the machine back. I was surprised, but given the fact that I really, really wanted our machine back I paid the 84 euros after asking for an invoice multiple times (which they could NOT deliver). Once coffeeitalia had received the payment, they informed us that it would take another 'few weeks' for the machine to be sent as their service center was on vacation. This is definitely not how you treat your customers and I will never order again here, as their customer service is not a service, at all.
Alvaro
Jul 31,2017I just purchased a brand new Gaggia Classic: product arrived in good order! I choose to get the offer including the bottomless portafilter and the chromed spout. Installation of the kit was simple and easy! Very happy with the service! Thank you!
Jennifer Rowe
Jul 28,2017Absolutely astonished by the customer service advice and abrupt response with this company. Called the London number provided on their main site. Upon pick up, what followed was an abrupt introduction;..."yes..hello".. After enquiring if this was Caffe Italia customer support, he replied, "it's a cafe"!. Not certain what he was implying by that; was I infact calling a cafe, or customer services...? I continued to ask for assistance in regards to the new stainless steel spout, supplied with my new Gaggia Classic 11! The spout that the company have produced (and rave about on their site) was to replace the original plastic spout of the new Gaggia Classic 2015 model; it does not fit!! It does not align into the correct position, due to the lack of threads. It sits millimetres away from the base of the portafilter. I was told to purchase some product (I do not know what this was, as I could not understand him) to wrap around the connection and then attach. How unsightly would this be? Why oh why is there a need to do this? This is their issue and I purchased a machine and assummed all parts would fit perfectly...without a need for me to purchase other products to make it fit!!! Before I could ask why and if he could send a new one, he abruptly said, "Ok-Bye" and put the phone down. Absolutely dreadful service. I have since wrote to the company for an explanation and a new part!!! This is my first encounter with caffeitalia....coffeeitalia having not even turned on their machine!!...I'm dreading it now!! What if there are issues...how would I deal with returns? First impressions last and I try not to give bad reviews. I prefer to write positive reviews to support such companies. Well not this time. I should have listened to the coffee forums. But I ordered from them nevertheless, hoping to prove the opposite, as no company can get anything right 100% of the time..Right?? ENSURE YOU ARE FULLY COVERED BEFORE PURCHASE!! #####£££££££##### RESPONSE TO YOUR REPLY...CUSTOMER SERVICE...IN WHAT RESPECT IS THIS A SERVICE? MORE OF AN INJUSTICE! ABRUPTESS, INTOLERANT ATTITUDE AND YOUR REPLY PROVES THIS!!!! Teflon tape!!!!??? Why is this required when the spout should fit... had you have made it with the correct specifications to begin with!!!!!!?? That being the case; why do you not put instructions within the manual or a flyer within the box, if you feel this is a necessity? Why not even supply the tape? -Incidentally, the tape costs more than the spout, which you informed me costs you only £1.00!!! - or send another!!!! No response what so ever as to why you put the phone down mid conversation!! I was asking you for clarity. You obviously have no time for customer support!!! If you are the one representing this company.. then shame on you for giving such a poor, inexcusable and totally inappropriate response. It is not for YOU TO TELL ME not to order through this company. I will be taking this response further to your head office. Supposing, rather presumptuously, that one exists??? Or are you the head of that too? If you do not believe my experience then go to the following site to read other experiences: coffeeforums.co.uk Just please ensure that you fully research ALL complaint reviews and correspondance before committing to a purchase. Great prices but at what cost! Lots to read out there for you to make a proper judgement call. Unlike me!!!! ***************** 2017 I wrote the above review. Factual. Accurate. Concise. You now post a very poor inaccurate response in 2019! Need I say more! Shocking.
Meesuh Park
Jul 15,2017Shopping with Coffeeitalia was a pleasant experience! From searching items on its homepage to asking furthur questions on the phone and by e-mails, everything was quick and smooth. Thanks to Coffeeitalia, I got my dream espresso machine and a grinder with a great deal. I'm sure that I'll check out Coffeeitalia first priority for my next shopping. Many thanks to Marco from customer service.
Ian Bolt
Jun 30,2017Great price, great service, on time delivery and very helpful all round. Thoroughly recommended.
Gerardo Spoerer
Jun 29,2017Excelent service: 2 days from Italy to my hotel in London, thank you Marco for my new La Pavoni level machine, Regards, Gerardo Spoerer
A Gordon
Jun 29,2017I bought a Gaggia Classic to replace the old one I have. CoffeeItalia had the newest (this years version) machines and the price was very good. There was a manufacturing issue with the machine supplied but return postage to Italy was paid by CoffeeItalia and the fault rectified very quickly. This is a real test of the company support and was passed comfortably. I am impressed by the service and recommend them for any good coffee machine.
Paul Bailey
Jun 18,2017great service I had a problem with delivery from Fedex but it was quickly sorted out, the JURA a1 espresso machine is a great piece of equipment and delivers the best espresso i have ever tasted,a great product and excellent service.
E.Ramazanoglu
Jun 06,2017Passionate about making coffee and fantastic to deal with. Very knowledgeable and quick to reply! Can't recommend them highly enough!
Brian
Jun 02,2017Bought a grinder, love the machine, but under normal, low volume and careful use the clear plastic dispenser developed a crack. It doesn't affect the use, but given machine was only 5 months and bit old I expected to be able to rely on warranty. The service team dealt with me with near contempt. Implied I had broken it, that it wasn't covered under warranty, and hung up the phone when I had given up on email. This company is good on price, I admit, but TERRIBLE on service. There should have never even been debate, I checked ombudsman services and within 6 months, any defect is covered, no questions should be asked, its EU law. These guys simply could not care less. I guess I have the option of a small claims court case, am yet to decide - anyone any experience, seems silly for a 35 euro part?! ------ 2 years later! ------ Coffeeitalia decides to reply to my rating 2 YEARS LATER!!! I guess that says it all really... funny Chaps, you haven't a clue, and you need a spellchecker!
Mike Lyons
May 30,2017Great machine and fast delivery! Matteo was a huge help and we now have a happy office full of coffee! Thanks Guys! :D
brando
May 24,2017Just have my coffee machine repaired ! I was previously purchasing my products on amazon after discovering that there is no after sale service and no warranty. These guys they collected my machine, repaired it and returned to me within one week. Great service and customer service ! Thank you Marco to attend my calls even at 10 pm ! I never seen such a level of provessionalism in one company ! Well done !
Ch. Preuninger
Nov 10,2017Die Kommunikation mit den Mitarbeitern ist von vornherein schwierig gewesen, da nur auf Italienisch und Englisch möglich. Unstimmigkeiten bei der Bestellung ließen sich nicht ausräumen. Also haben wir die Bestellung storniert. Daraufhin wurde uns mitgeteilt, dass der gesamte Betrag zurückerstattet wird. Das wurde er aber nicht tatsächlich komplett, sondern mit einem Abzug von 90 Cent. Jetzt könnte man sich fragen, was macht das schon aus? Ich finde es einfach einen schlechten Stil, da etwas anderes versprochen wurde und die Mitarbeiter davon ausgehen, dass man dem Minibetrag nicht hinterher geht. Mache ich auch nicht. Aber ich werde sicherlich niemals etwas bei einem solchen Unternehmen bestellen, egal mit welchen niedrigen Preisen sie locken.