Caffè Italia United Kingdom Anmeldelser 

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.

Outstanding service from Cafè Italia, ordered Gaggia on 07 October and it was due to be delivered 14 October, it arrived yesterday, truly excellent service.
I would also like to say a special thank you to Matteo, he responded to my queries very promptly and made sure I knew that he was available for any further assistance.
Thank you, keep up the good work

I had a repeat problem with a new coffee machine, and Gaggia took my concerns seriously. To avoid the problem in future Gaggia offered me a better machine at a worthwhile discount from the list price. I am very pleased with the service and their suggestion of a Gaggia classic machine, which I really enjoy making coffee with!

I mistakenly ordered a grinder, and the team could not have been more helpful in refunding our purchase. Great service and very prompt replies. made what could have been a difficult situation very easy.

Much improved customer service and after sales now.
'Davide' sorted an ongoing issue we were having with a reconditioned machine swiftly and courteously and as a result we felt confident to upgrade with the purchase of a new machine with Caffe Italia. We now using the New Cellini Classic (by Pavoni) and are very happy with the results and quality of the machine.

Matteo, from “Caffé Italia” was very cooperative, helpful and understanding regarding the repair of my Sage Oracle Touch. I am very satisfied with the result!

Ordered containers for my Frix Air. Immediately after I ordered I got a message from Matteo that the factory in Italy was closed for summer holidays and that I would receive my order asap. Earlier than expected I had the order delivered. Great customer service 👍

Bought a Musso Stella. Very quick delivery. Got it in 4 days from purchase.

Good communication with the seller (Matteo)as well. He answered a few questions I had in depth and in a very timely manner.

The machine was well-packaged and delivered in great condition. I have not tried it yet, but I am sure there will be no problems!

Fast delivery and very efficient and friendly communication. E-mails get answered very quickly.

Recommended !

Good price, fast delivery and an excellent customer service from Matteo. I contacted the company twice and both times received a comprehensive reply within minutes. I am very impressed. Gaggia Espresso I ordered is pretty awesome too! All the best, Mikolaj.

Competitive price. Shipping is quick and only 10 days from Italy to Australia. Matteo is helpful in response my question. One thing is not so good is the payment method only accept credit card or bank transfer and so I paid with credit card. Although the invoice is specified in A$ but eventually the bank charge me 3% of overseas purchase. It is not a small amount and I didn't aware.

Very knowledgable and flexible with specific demands

I ordered a mini Cellini which came fast but there was a small rack on top that was not the correct one.
After emailing Caffè Italia, Matteo helped me fast and correct. The part was ordered and send to me. This one was the correct one and now my machine looks perfect and makes perfect espressos.

Matteo was very helpful. I was pleased that someone would get back to me so fast with my request for help. He was quick to provide additional information. I am very satisfied with the pricing too.

Matteo was really helpful and answered my emails in a timely manner and always very helpful
Thank you