Coffe Italia

Bought a Gaggia Classic Evo Pro 2023 a few months ago. Checked before buying and in the FAQ it clearly stated that they are "authorised dealers for all the products we sell". This is absolutely NOT the case for Gaggia. I have a warranty issue and have had to spend £30 on courier costs that I wouldn't have had to if I bought the machine from the only real reseller in the UK. Check the Gaggia website (image attached for the only UK authorised reseller). I was aware of Gaggia grey imports and thought I had checked first but this statement on their website is a lie and I have been duped, please don't be! Next stop - Trading Standards.

Customer Service from Coffee Italia is appalling. My machine was faulty on delivery and 5 weeks later I still dont have a replacement. They expected me to fix the problem, the Call Centre provide updates or information, the manager refuses to call, you only get occasional email updates. No apology or attention to the issue; its as if they dont care about me as the customer. We all expect very good customer experience these days but this just isnt good enough.

Had an awful experience with this company over the last month, would really recommend avoiding.

I tried to purchase a new lever espresso machine because their prices are slightly lower and didn't want to purchase through a big corporate giant. They say they sent it to me but it was incorrectly labelled and so got held up, first in Italy and then apparently in the UK. I'm now getting messages from the shipper that the package has been lost en route, but Caffe Italia are refusing to refund me - just responding with abusive emails, threats, and repeatedly hanging up on me saying they "dont' have time to help" when I check in once a week.

I understand that some aspects of shipping are beyond a company's control, but according to the shippers Caffe Italia made errors that caused the delays, and are now sitting on £500+ of my money and refusing a refund. Extremely distressing.

When things go wrong they do everything they can to avoid their responsibilities. They will not repay. Consequently they now have County Court Judgements (CCJs against them). Despite this, they are still trying to avoid repayment. On other review sites like Trustpilot they challenge every bad review (there are many of them) so that the bad reviews cannot be seen, this disguises how bad they are.

I bought a portafilter after written confirmation that it was compatible with my machine. I received it and it was not compatible. I had to prove with photos and videos that it was not compatible indeed. They confirmed in writing from the UK that I would receive the compatible product at no extra cost to me, as the error was not mine. They passed the ball between the teams from UK and Spain and, in the end, from coffeeitalia.es they asked me to pay an extra cost of 35 euros if I wanted the compatible product (of course without justifying why such extra cost). In the end, their mistake had to be paid by me as a customer. I refused. After almost two months and about 20 emails, they finally made me a refund (what I paid for the non-compatible portafilter plus the shipping costs to Italy for its return) but not in its entirety, since 2.71 euros were missing. Very shabby. I asked for the reason why and never got a response. In short, the management of coffeeitalia.es (Caffè Italia) is terrible and really shabby due to its lack of transparency and ethics with the client. If you have a problem with your order, most likely you will also waste your time and money too.

Purchased a new Vibiemme Domobar digital ….an expensive machine.
Delivery was a little delayed but it eventually turned up only to find that the boiler would not heat. Within 2 hours I had made contact and received advice on what simple steps I could take to ensure it wasn't a straightforward issue.Tried those but no joy.
Then received advice about dismantling the base under the boiler ….really? ….on a brand new £1000 coffee machine, asking me to dismantle it?
Anyway I refused and rejected the machine forthwith and advised that unless I received confirmation of either a replacement or a refund by the end of that day I would contact credit card company which I subsequently then did. Not a peep since….a £1000 coffee machine that doesn't make coffee but no responsibility taken by this company.

Processing payment took over a week no order updates parts missing on delivery and left to sort it out myself. 3 weeks after the delivery I still have no parts and I have asked to return the item and get a refund. Since then they have gone quiet and ignore my emails.

I purchased a Gaggia Classic Pro with Caffe Italia in November 2020. I reported an issue with the portafilter within three days of receiving the product but was told that this would fix itself over time. Two months later the issue has worsened and I cannot use the machine at all. I have emailed and called Caffe Italia many many times since mid-December. Barbara from customer service keeps promising to get the technical team to call me but still no-one has bothered to contact me. I am appalled that my complaints continue to go unanswered and that the machine has not been fixed or replaced. Please avoid this company so you do not experience the same issues.

I have waited weeks upon weeks upon weeks and I am still waiting - the current issue though is now their shipping partner.

The entire experience has not been good, every single step of the process in making a purchase with coffeeitalia.co.uk has been painfully slow - it takes days for them to respond after they take your money. I feel they don't treat you like a customer but like someone to take advantage of. They sell very expensive equipment but have customer service that is worse than what you would expect in a dollar store in the US. I wish I went with a competitor and until I ever receive my purchase I have this sinking feeling in my stomach I made a terrible decision to go with them. I can't even fathom if there is an issue with my order - what will I do - it doesn't matter they offer any warranty because it doesn't seem they even care to respond to customers after you hand over your money. Furthermore their "Prime Delivery" for £9 an item seems to simply be a fraud - it doesn't do anything they will surely ship your order the cheapest slowest way possible.

At the end of the day you spend a lot of money on an espresso machine and will wait up to a month with little information and little contact - if you want to risk your money then go ahead but I hated this experience and I'm still in the middle of it waiting. I didn't check the mountain of negative reviews here first and I should have, their competitors don't seem to have the same problems.

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

I bought an expensive La Pavoni coffee machine at the end of May 2020, which arrived faulty. The most rude person on customer service, which seemed to be Italian and not event picking up the phone, unless you send a web form, 5 emails and daily Facebook messages, told me to send it to a physical address in London, when I asked for a refund or replacement. I soon realized that wasn't a return address, but a La Pavoni service center. After foolishly believing he'll pay the shipping, I did as he advised and I sent it to London for servicing and the coffee machine came back with the same fault!
Countless attempts to speak with him, calling the phone number mentioned on the UK website, which he doesn't pick up anymore and no email replies to my refund request.
Do't waist your money on this scam shop! Terrible experience, faulty coffee machine and a lot of money wasted!

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

Machine has an electrical fault, within 5 months it is now useless. Despite the 2-year warranty, the company will only replace within one week. Do not buy from Caffe Italia.

Machine arrived damaged. Bend it with your hand is their response. Once they have your money they do not care. Look elsewhere. You have been warned.

Deserves ZERO stars.

Ordered a Quick Mill Alexia Evo (Plus a host of other equipment over £1200) on the 28th April and have heard nothing since.

Had one email response saying my machine would arrive Tuesday this week... it hasn't and I've had no correspondance since.

REFUSED to provide me with a tracking number or any confirmation that my order has even been dispatched after asking 4 times.

As far as I'm concerned this is a fraudulent company.

NO ORDERS ARE POSTED FROM LONDON WAREHOUSE as they have stated on their website.

Barefaced liars - I'll be proceeding with a chargeback via my bank and raising this with trading standards.

100% avoid at all cost.

Managed to get Matteo on the phone, made him aware I was reversing charges if he doesn't provide me my tracking number immediately, said he was busy and disrupting his work and hung up on me, empty promises yet again as still NOT BEEN PROVIDED tracking number or proof of dispatch in 2 weeks since ordering.

Order #UK*******

Gaggia Brera - ordered 23rd October 2020, received 29th October and was faulty.
Next day rang and was told (by very brusk man) to send an email. Sent email and video and asked for a replacement. Got back an email saying there was metal in the grinder and they attached a video on how to take the machine apart and fix it myself.
Rang Gaggia UK who were lovely and provided me with a letter saying they advised not to touch it as this would invalidate the warranty.
Then asked for money back as Cafè Italia's advice was so bad I was feeling really uneasy about the whole thing but specifically the advice to fix a new machine myself.
Eventually they paid for it to go back but said I had to wait for a report before I would get my money. Then they said they had fixed it and would be sending it back to me. I refused this and kept asking for my money back. Eventually I had to contact Amazon Pay (my method of payment thankfully) who within a few hours got them to agree to a refund. BUT they only gave me part of it and said they were keeping the rest (£67) to cover the cost of repairing it. Amazon Pay again were great and got the, to give me the rest of my money back.
This was such a stressful experience and totally took the pleasure of buying a bean to cup machine. Have gone back to my pod machine for now.
In my opinion they should be pulled up for this behaviour, from reading other reviews here it appears I am not alone I'm having a bad experience.

Recently bought a brand new grinder from Caffe Italia, it arrived with deep scratches on the machine. Contacted them and they said it's just dust and asked me to clean it. I replied saying that it's not dust, it's deep scratches and they ignored my email afterwards.

I got no response from coffee italia by email
They answered phone for first call only with complaints only by email
I tried email many times with no response
Gaggia only directed me back to coffee italia
I had to pay About £100 inccuding first postage's charge
Machine cost me £50 more ioverall than buying from gagggiauk who were excellent in repairing it

. 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.

I've ordered a gaggia classic coffee machine. After recieving the order and following instruction I found the pump would not prime.

After trying common fixes for this I contacted the customer help phone number. I have only recieved rude and unhelpful advice on this number. I have now spoken on the phone to this contact four times, each time with him hanging up on me whilst im still trying to talk with him.On one call they offered me a free repair and was directed to speak to their customer helpline. I would have been happy to receive this, but speaking to the customer help email has also been massive waste of time. I've explained that I have been directed there to get a repair but I am still in the cycle of them giving me simple advise on fixing the machine, which i tried last week.

After all this fiasco i found the same machine for £40 more at house of fraser. I should have got my machine from there to save myself the hassle.

Also machine was shipped with a Europeon kettle lead. Not a big deal but not as advertised.

I'm currently trying to get a refund. Wish me good luck.

If you want complete ignorance this is a 5 star company, if you like dealing with arrogant people this gets 5 stars again, if you like to purchase items then don't need assistance if something is wrong then this outfit gets top marks streets above the rest. If you like ringing up to get problems sorted and like the idea of a person putting the phone down then this is the company to deal with. Please be aware DESPITE WHAT IT SAYS ON THE WEBSITE AND MY ORDER I got a European machine with a European plug NOT to quote 'Products will be supplied with the proper country plug' - this is a lie you get a travel adapter with it which isn't what is stated. Those of you having difficulty with this company just simply contact your payment issuer and request a chargeback for the payment on whatever grounds of the distance selling regulations is applicable to your case. People reading these bad reviews need to think twice before wasting time with this outfit who clearly operate in Italy/Spain despite giving the impression with the UK website & phone number they are in the UK. They may be a few pounds cheaper but you will lose out far more in the long run should you need to resolve an issue, I made a mistake but fortunately he will be on the end of chargeback very soon thanks to my credit card issuer, never ever again, if I could give it zero stars I would, worst ever retail experience I could imagine. You will get more cooperation from a Goldfish.

This company's customer relation is a rip off, we just purchased the Quickmill Achille 0996PID, it arrived 2/3 weeks ago. You can imagine our excitement, we are coffee drinkers and we wanted to purchased one of the best machine. We plugged in the machine and nothing, we email, they gave us some unreliable instructions, we asked for a technician, we asked for pics, we asked for videos, none of those were provided. This has been 2/3 weeks. They suggested in an email for us to open up the machine. Our response was, "NO" their response "you probably burned the resistance, and i suggest you to contact someone locally to examine the machine" seriously, THE MACHINE NEVER TURNED ON. WE WANT OUR MONEY BACK. We will go to all type of channels to make sure that ever everyone is aware of this. We don't want another machine, TAKE YOUR MACHINE AND give us our money back.

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