Caffè Italia United Kingdom レビュー 1,020

Dear Caffe Italia,

Just a quick note to inform you all that despite your best attempts to deceive me out of my money - you lost.

How pathetic.

You tried to keep my money illegally and you failed. The bank forced you to refund me IN FULL just like you promised but tried not to honour.

Well now the bank are making you honour it.

I'm reporting you to trading standards and I will be telling my story VERY LOUDLY online.

No regards

Neill

I bought a Gaggia Classic Up from Coffee Italia as a gift for my wife’s daughter, who is studying in the UK. The whole experience was truly flawless. Shipping was extremely fast; the machine arrived in just 3 days. I received the tracking code the very next day after placing the order. The packaging was perfect; everything was well protected. The machine arrived in excellent condition and made a great impression as a gift. Reliable and efficient service—I would definitely buy from them again.

Almost 3 years of daily use and my La Pavoni New Cellini Classic coffee machine is still going strong. Genuinely excellent product.

When the heating element failed, the warranty process was rocky. There was some back and forth around shipping arrangements, a miscommunication between the team and their service centre, and I ended up replacing the part myself on the technician's advice to avoid transit damage. Initially I was told the heating element wasn't covered, which didn't line up with what their own T&Cs say - and it took some persistence to get that recognised.

To their credit, they did eventually review the case, acknowledged the process hadn't gone as it should, and put it right. It took longer than it needed to, and I do think the warranty process could be smoother, but they got there.

Bottom line: the machines are brilliant. If you need the warranty, just be prepared to advocate for yourself and keep your T&Cs handy. One star off for a few too many emails and some unnecesery packaging costs I ended up absorbing along the way.

Amazing Service to the Channel Islands (Jersey)

We ordered a coffee machine and coffee grinder from Caffè Italia, and it was a brilliant experience from start to finish.

We first got in touch with them in mid-February, and within a couple of hours, Davide replied with all the help he could offer. During our communication, he was always very polite—even working through the weekends to meet our needs and ensure customer satisfaction. He’s the perfect example of going above and beyond.

The coffee machine and grinder arrived within a week of purchase and were extremely well packed.

Thank you, Davide, for all your help!
Grazie!

I’d give them 6 stars if that were an option. The advice at purchase was thorough, but what really stands out is the support after I bought my coffee machine. They’ve gone above and beyond to help me learn, even offering feedback on a video of my coffee-making process…who actually does that?

A sale is usually the end of the journey, but not with Davide and his team. They’ve been genuinely helpful from the very start and continue to be now I have the machine. I’m super chuffed with the personalised service, speedy recorded delivery, excellent packaging, and outstanding post-delivery support.

Grazie, team Caffè Italia!

We bought our Gaggia Cadorna Prestige from Caffe Italia about 3-4 years ago. We are very happy with the machine and with their after-sale service on the very few occaisions we’ve needed assistance. This has included online video troubleshooting which solved our problem in a few minutes. Additionally, a piece of our milk carafe snapped off on 30 Dec leaving the machine unable to recognise use the carafe, ie NO coffees with any milk. We assumed we’d need a week, due to the holidays, to replace the part. I sent an email to Caffe Italia UK. Davide responded in 7 minutes with a link to a reputable UK-based supplier I had not yet been able to find myself. We ordered the piece and it arrived on 31 December in the morning. Happy New Year! Thank you Caffe Italia UK.

Ordered a Gaggia Classic Evo GT from CoffeeItalia. The machine arrived in just a couple of days, well packaged. Shipping was faster than expected. I did run into a minor technical issue but their support team was super responsive and helped me troubleshoot step by step. Really appreciated that. They also recommended pairing the machine with a proper grinder, and honestly that advice made a huge difference in cup quality. Great service & quick to assist if anything comes up.

Excellent service
Quick dispatch of products ordered.
Good competitive prices.
Even got a follow up phone call to ensure we were happy with product received.

I would Highly recommend and will be shopping here again

The coffee machine I purchased developed a fault after making 5 coffees. I contacted their customer service to arrange a return. They will not accept the faulty machine without the original manufacturers box and the additional outer packaging, and expect the consumer to source suitable packaging at their expense. This is in breach of consumer rights act 2015. I am now seeking a refund via my bank. Do not waste your time with this retailer.

Update: 16.1.26.
For fairness to the company, I am writing to update my experience. After one week of emails passing between myself and the customer service team, including escalation, I finally managed to get them to accept a return in the manufacturers packaging. I did also manage to get 2 other outer cartons and use them to add extra protection. This was at the cost of my time and inconvenience, to avoid any further issues with potential damage. I never received any tracking details for the picked up parcel (Not Caffe Italian’s fault) So could only assume it had been returned safely. The Christmas holiday period added a few weeks, but I finally had an email to say they had looked at the machine and repaired it, ready for return. I responded to say, I would be entitled to a replacement, as it was faulty from new, to which they agreed. I have however already replaced the machine, bought locally, so requested a refund, which I have now received. This is a satisfactory outcome, but one that should not have had to be as difficult as it was. Listen to your customers, and read up on what you are legally responsible for, as a seller in the UK marketplace.

Reneged on extended warranty when machine proved faulty.

Caffè Italia Sold us Faulty a product, when we contacted them they asked us to give the machine to someone to look at. This person was incredibly rude, told us to collect the machine and that he didnt have the skills to fix it, told usbthere was nothing wrong with the machine, yet it does NOT grind as fine as advertised! They then offered us a replacement after ALOT of back and forth they then changed the offer and asked us to pay for the machine to be sent back to Italy for it to be fixed. This was sooo drawn out we then asked for a refund and they Ghosted us. Stopped responding to emails. Didn't answer the phone. So we took a small claims case against them and won the case (which we have all the formal documentation for which they, as you can see in the response are now denying however the documents are fully filed with the European small claims court and if they contact the courts get copies of all this documentation, we also have copies of this and including the decision of us winning the case and café italia being ordered to refund us which we would be happy to provide the company if they reached out directly) They have still not refunded us!
Caffè Italias head office is based in Italy and now we have to go through Italian debt collectors to get this refund.

Absolute cowboys.
Stay well away from this company!!!

Do not trust this website. My item arrived damaged. They asked me to send it back directly to the manufacturer at my own expense. They then offered me a full refund through PayPal but because the item was at Elektra I could not claim the refund. The item was returned to me with even more damage done. I have since sent the item back. They have kept the item and kept my money. They apparently have no proof that the item was delivered back to them, even though I have an email from them saying they have it and proof from the delivery company. They use Spainish, Uk, Italian and Irish emails so that they have no responsibility and I am unable to pursue with lawyers. They have stolen €2000 from me.

After reading your reply here is the list of events.

23/07 - Purchased Elektra coffee machine through .ie website (The link you sent me). using Paypal to pay for the transaction. I was living in Hong Kong at the time moving to Italy. In the order I got sent the machine to an Italian address. I was in touch with Marco at caffe Italia (.uk) before the purchase. This was my second purchase from your website.

29/07 - Machine arrived in a badly damaged box. I emailed Marco with photos of the damaged items.

01/08 - I received a reply from Caffe Italia stating that it was not damaged and that it was handcrafted. The machine was faulty as it would cause a trip to the electrical system. I replied to the email stating that I wanted a replacement.

05/08 - I requested a replacement or refund. No reply provided.

09/08 - I sent another email asking for a reply. I received a reply stating that the factory was closed until the end of August and nothing can be done. I replied with the request of a new unit to be sent to me. I received a reply that your logistics department was also closed.

30/08 - I sent another email requesting information. No reply provided.

05/09 - I sent another email requesting information. I was given information to send the machine directly back to the manufacturer.

06/09 - I emailed asking why I am sending it back to the manufacturer and I requested another refund. I was told that I have to pay for the return shipment. This is in contradiction to your website at the time. On your website there is assurance that if the product is damaged you have a protection plan ‘if it arrived damaged it will be replaced entirely or in case of parts that are damaged, they will be replaced’. ‘We will pick up at our expense the defective unit sending you the replacement without any extra cost’. The quotes are both from your website.

07/09 - I was told that you do not do free collection.

03/10 - I returned the machine directly to Elektra at my own cost.

12/10 - I asked for an update. I was told that the machine arrived damaged to Elektra because it was badly packed. The machine was packed in exactly the same box that it was delivered to me in. I then requested another refund. I was told that caffe Italia was ‘working it out’

07/11 - I was offered a full refund by Coffeecult SRL through PayPal. I could not fulfil this refund because I had to return the machine to your address in Bergamo within 30 days as per the Paypal policy. I could not do this because the machine was with Elektra under your instruction.

Machine was returned to me with further damage again. It was returned in the same original box which was badly badly damaged now.

30/01 - I sent the machine back to you.

02/02 - You received my coffee machine at your office.

I have images taken from your website. I have videos of the machine being unpacked (in the same packaging!) And I have email proof that the machine was delivered back to you.

This was my second purchase from your website. I am just so disappointed that you were not able to live up to your own policies.

I have spent so much time speaking with lawyers from the different parts of the EU because you used so many different jurisdictions it was extremely difficult to find one that would take my case.

So you have my money and you have a returned coffee machine.

STAY AWAY

months without answer !!!
They put extra cost on you AFTER service
LOUSY PRODUCTS
LOUSY SERVICE - sorry there is no service !!!!

They will not replace a faulty machine if you are unlucky enough to buy one like me. I spent 1k on an espresso machine that was delivered with a faulty boiler. It has been over a year, 13months, and I still have never made an espresso. It had a 15 day warranty, although they won’t replace it. I had to drive it two hours away to their repair partner, who are not doing anything wrong, but I still do not have a machine!! I have begged for a refund but their customer service is abysmal, I have to chase and chase for an update!
Buy your coffee machine from somewhere else or you may be left with no machine at all!!

Extremely Disappointing Experience – Buyer Beware!

It's been some time now but I finally decided to write this review, I honestly don’t even know where to begin with my incredibly frustrating experience purchasing from this company, but I’ll try to keep it as brief as possible.

In late 2023, I purchased a new Espresso machine for around £1500. While it did arrive after a slight delay, my issues began shortly thereafter. The machine required plumbing into our mains water supply, with a very specific pressure requirement to operate effectively. After consulting with several specialist installers, it became clear that our home's water supply would need to be modified to meet these requirements.

I then reached out to the company, hoping to exchange the machine for one of equivalent value that had a built-in reservoir, which would avoid the additional cost of plumbing work. What followed was a series of frustrating conversations, false promises, and back-and-forth emails and phone calls. After about a month of this back-and-forth, the company finally agreed to collect and return the machine – though at my own expense.

Unfortunately, this marked the beginning of what would become a prolonged and utterly unpleasant ordeal. After the machine was returned, I heard nothing from the company for several weeks. Despite sending numerous follow-up emails, I was eventually informed that the machine had arrived at their warehouse damaged. They claimed they had an engineer’s report stating that it had been opened, which they said voided the possibility of a replacement.

This claim was utterly unfounded. We had provided clear photographic evidence of the packaging and the condition of the machine, showing that it had not been opened or used in any way—apart from briefly measuring the worktop space it was intended for. Despite this, the company insisted on rejecting our case, stating that we could not return it for a replacement.

What followed next was several months of being ignored. My emails were left unanswered, and all attempts at reasoning with the company were met with silence. As a last resort, I took the matter to the EU courts and filed a claim against the company. The case was heard in Treviso, Italy. However, we understand that the company did not attend the hearing, and, to this day, we have yet to receive any compensation. Instead, I had to purchase a replacement machine in the UK, which added even more financial strain.

To sum up my experience, I was thoroughly disappointed by the company's complete lack of customer service, the misleading and false statements they made, and their utter failure to resolve any of the issues I faced. At no point did they attempt to rectify the situation, and they completely disregarded consumer rights.

In my honest opinion, this company operates like a volume-based, box-shifting business that does not care about customer satisfaction or standing by their products when issues arise. They offer little to no support, provide no recompense when something goes wrong, and make little effort to fulfill their legal obligations under consumer law.

If you’re considering purchasing from this company, I strongly advise you to look elsewhere. This has been an incredibly frustrating and expensive experience, and I would not want anyone else to go through the same ordeal.

Despite the UK web URL, UK phone number etc, don't be fooled. This company supplies from Italy. Which means you need to pay them £65 to return your coffee machine when it arrives faulty. They then dispute that the machine is faulty and refuse to refund the postage despite Gaggia themselves confirming the fault from video.
Save your money - spend a little bit more to buy from a company based in the UK. Cheaper in the long run.

In answer to your reply:
When I sent a detailed video of the faulty machine to the manufacturer's own helpline (Gaggia), their experts quickly confirmed the obvious fault that you have chosen not to acknowledge. This was their response
"3 Feb 2025, 09:49 Gaggia Milano
Dear Rob, we are so sorry that they've replied this to you...this is definitely not a characteristic of all Gaggia Classic, otherwise we won't sell a piece"

I'd encourage potential buyers to read all the other 1-star reviews with similar tales.

Ordered a coffee machine and it’s taken nearly a month to get here. Chased after 2 weeks to be told it’s being sent out that week, still no machine. Rang the number got a call followed by email to say should by dispatched. Finally turned up. No reason, explanation and had to keep chasing. Don’t fall for the 5 day delivery. Shame as it’s good machine and nice coffee

Our machine needed a repair.

We Sent this back to be fixed in warrenty for a leak but had to go back again. This took a long time but Matteo constantly kept me updated via email and they were very good with getting parts to in to fix it and cleaning the machine as a thank you for being patient with the repair process. We had sent it from the UK to Italy for fixing but fedex were also good with dropping off and collecting the machine.
Thank you for keeping me updated and sending this back fixed , cleaned and ready to use.

I purchased a refurbished Gaggia Classic Evo pro, from what I can tell, it looks brand new! It still had all the plastic seals on.

Matteo was great as answering any questions and explained that it was used briefly in a trade show. It arrived in 6 days, fully tracked on FedEx. Came with a UK plug adapter but could just as easy swap out the lead to a UK kettle lead.

When purchasing it said it came with free coffee beans, but it didn't arrive with any. I followed up with an email and was told that they can't offer this because of the discount price of the machine. Which is a fair point but you could argue that this is false advertising. Don't say it comes with something when it actually doesn't. That's the reason for 4 stars.

We were really excited to order from here, as my family has the same machine that they love. But we ordered and didn't receive an update, so we called and were told that actually the grinder wasn't in stock, but it would be dispatched by Thursday. We said ok and we would wait. The customer service that time seemed totally reasonable and fine. On Monday we'd still heard nothing about dispatch, so we called again to try and get an update. And wow, the customer service was without a doubt been the worst I have ever experienced in my life.

The man started the call by complaining about how many people were calling to ask for their orders, and that he was too busy. He then proceeded to go on at me about calling because my husband already called before. But in fact the only reason I called is because after a first attempt at calling, we received a generic email saying 'They forwarded our request and would update us as soon as possible. For any other questions, I’m at your complete disposal' . Given the last time they said they'd update us as soon as possible we never heard back, and that the email then said we could call with any questions, I decided to call back.

I appreciate that everyone has a stressful job - and I said this to him - but we have spent so much of our money on this and hadn't even received a single update about. His response was totally sarcastic and uncaring, saying that he's "waited 6 months on a product before". Eventually he told an outright lie that my husband had called 6 times (not true) and emailed 3 times (also not true) and he was so awful that I decided on the spot I wanted to cancel, and eventually I ended up just hanging up on him as he went on at me. Since then, we've emailed to cancel, the same man has also emailed me saying we called 9 times within 35 minutes, which simply is not true. The fact that he feels the need to reply in email and continue arguing with me while ignoring my request for a refund that is totally within our rights beggars belief.

It's a real shame as we wanted the machine, but there is no way I want to give money to a company when the 'customer service' helpline is actually staffed by someone who clearly has huge distain for customers and shows it. There has been only one other time in my life I've felt the need to write a review of bad customer experience (and I've had a lot of meh ones), so it really has to be off the scale for me to bother. Only doing this so that in future people might be able to avoid having to deal with such unpleasantness if they can.