The main review below is from another buyer, but I have recently had the identical experience with Matteo in my efforts to try and get a broken Mahlkonig Coffee grinder fixed - he kept telling me I was wrong and I am now stuck with a £350 grinder that I cannot get fixed or replaced despite Coffee Italia promising it under their 2 year guarantee. Matteo/Coffee Italia are false advertising and have left me at a loss. Such a disappointment.

OTHER BUYER REVIEW:
Purchased a refurbished Gaggia Cadorna Prestige from Cafe Italia. What a mistake that has turned out to be. Appliance turned up not very clean but in good condition and delivery time took a week so that was fine. After a good clean, I set it up and it made a great coffee, unless you need to use the milk frother. Upon first use of a milk drink, I noticed it has a fault regarding the quantity of milk it produces. It gives a lot less than the amount the machine states ie gives 200ml when 300ml requested. I contacted Cafe Italia and got a reply quite quickly. After several emails telling me to try different things, none of which worked, I was told to contact UK dealer. Matteo at Cafe Italia tried to convince me that it was something I was doing wrong despite me supplying a video. However UK supplier determined the machine is faulty. This was all done within 14 days of receiving it. Possibly it's a firmware issue but could be steam pump, can't tell without looking at it but it will cost £40 carriage. I agree faults happen but when it's delivered faulty, its repair should not be at my cost at all. After contacting Matteo again, several times as he ignores you, he refused to cover the cost of getting it looked at but did offer a return which I accepted immediately. He also said the machine isn't faulty, just needs a firmware update, but no one knows what the fault is as it's not been looked at. He stated as it was supplied UNDER COST that's all they will do! A reconditioned machine is 2nd hand so it should be UNDER COST but should not have any faults, of any nature, and should be up to them to cover full cost of repair. Under their terms and conditions, it should have been replaced as faulty within 14 days but not even offered to do this. Despite Matteo offering a return and refund, he now again just ignores all emails and requests to give the return needed. I'm stuck with a faulty machine that they want me to pay for a courier to get it looked at. It's just complete silence from them now from both email address they use. Good luck using this company. Their customer service is absolutely terrible and they will just ignore your emails. Reading other bad reviews, and from my experience, their standard practice is to ask for bad review to be taken down so they don't have to answer complaints. If that doesn't work, I expect their usual defensive reply whereas I've been supplied 'a reconditioned machine UNDER COST and in perfect working order'. Not once have I seen, sorry we have handled that badly we will sort it out and then follow up and they do what they say. Those giving 5* reviews, I hope you don't have any issues or you will be joining the 1* club with this company. I can verify all of this if needed. BUYERS BEWARE OF THIS COMPANY. Wish I'd read the reviews

Purchased a refurbished Gaggia Cadorna Prestige from Cafe Italia. What a mistake that has turned out to be.
Appliance turned up not very clean but in good condition and delivery time took a week so that was fine.
After a good clean, I set it up and it made a great coffee, unless you need to use the milk frother. Upon first use of a milk drink, I noticed it has a fault regarding the quantity of milk it produces. It gives a lot less than the amount the machine states ie gives 200ml when 300ml requested.
I contacted Cafe Italia and got a reply quite quickly. After several emails telling me to try different things, none of which worked, I was told to contact UK dealer. Matteo at Cafe Italia tried to convince me that it was something I was doing wrong despite me supplying a video. However UK supplier determined the machine is faulty. This was all done within 14 days of receiving it. Possibly it's a firmware issue but could be steam pump, can't tell without looking at it but it will cost £40 carriage. I agree faults happen but when it's delivered faulty, its repair should not be at my cost at all. After contacting Matteo again, several times as he ignores you, he refused to cover the cost of getting it looked at but did offer a return which I accepted immediately. He also said the machine isn't faulty, just needs a firmware update, but no one knows what the fault is as it's not been looked at. He stated as it was supplied UNDER COST that's all they will do! A reconditioned machine is 2nd hand so it should be UNDER COST but should not have any faults, of any nature, and should be up to them to cover full cost of repair. Under their terms and conditions, it should have been replaced as faulty within 14 days but not even offered to do this.

Despite Matteo offering a return and refund, he now again just ignores all emails and requests to give the return needed. I'm stuck with a faulty machine that they want me to pay for a courier to get it looked at.

It's just complete silence from them now from both email address they use.

Good luck using this company. Their customer service is absolutely terrible and they will just ignore your emails.

Reading other bad reviews, and from my experience, their standard practice is to ask for bad review to be taken down so they don't have to answer complaints. If that doesn't work, I expect their usual defensive reply whereas I've been supplied 'a reconditioned machine UNDER COST and in perfect working order'. Not once have I seen, sorry we have handled that badly we will sort it out and then follow up and they do what they say.

Those giving 5* reviews, I hope you don't have any issues or you will be joining the 1* club with this company. I can verify all of this if needed.

BUYERS BEWARE OF THIS COMPANY. Wish I'd read the reviews first

. 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.

Rancilio Silvia safely received, up and running and brilliant!
Thanks
Belinda Allan

First off, I guess if your lucky enough to get a good machine this vendor may be ok! Unfortunately, I wasn't one of the lucky ones, and having been shipped two faulty machines over the last 4 months, I am still without a working machine, and am still without a refund from * at Coffee Italia.

* has no clue with regards to customer service; he's been quite rude on the phone, hung up on me, been unhelpful and unprofessional via email, and refused to give a refund despite shipping two faulty Quickmill Cassiopea machines to me. In addition he's attempted to charge me for the repair of the second faulty machine which is simply ludicrous! I must admit I also have doubts over Quickmill quality control, the first machine turned up heavily scratched and clearly used. It appears that * is doing nothing more than acting as a middleman with the orders being shipped directly from the manufacturer. This perhaps goes a long way to explaining why the customer service is non existent. To be honest I have to wonder if the machines being supplied are "B stock" or refurbished models, this may be a reason why Coffee Italia's prices tend to be a bit cheaper than their rivals.

I have now put the whole issue in the hands of my credit card company and pursued a 'section 75' legal claim against Coffee Italia. 3 weeks after trying to contact *, and having written to him, the credit card company still haven't heard from *! I think this sums up the whole experience, Coffee Italia are absolute cowboys and I would never purchase anything from them again. There are other companies out there that may charge a bit more, but you have the comfort of knowing that they will help if something goes wrong. Thankfully my credit card company have now agreed to provide me with a refund.

Don't believe the positive reviews on other similar websites, this review was also posted on them too, but was removed upon request of Coffee Italia. It seems that this company only tolerate positive reviews and work with some of the other review websites to ensure that they are seen in a positive light despite woeful customer expereineces and a complete disregard for their customers.

Do business with this vendor at your own peril, undoubtedly the worst retail experience of my life! Coffee Italia and * set a completely new benchmark for me to measure bad customer service by!

*Personal information redacted by admin