Caffè Italia United Kingdom Anmeldelser 

AVOID! 1 month later and I am still waiting for my order despite paying nearly £60 delivery fee. Awful customer service, I have been told it will be dispatched at the end of each week for 3 weeks running to now be told it will be dispatched by the end off the month.

I made the mistake of providing a wrong delivery address. The sales team acted swiftly and made sure that my shipment would not end up in the wrong place.
Between order and delivery there was just a few days, and this included a weekend. So impressive! Can’t give enough praise.

Do not buy from this company. This is one of the worst companies I have ever had to deal with.

I sent almost £600 2.5 weeks ago for a Sage coffee machine which I have not received. They claim to have sent the machine but the address is a different address from the one I provided. They will not accept responsibility for this mistake and I do not believe they have actually sent the machine.

The company also refuses to provide a receipt for the payment I actioned. The customer service assistant is rude and incomprehensible via email. It is very clear to me that this is a scam outfit and I have had to spend a lot of time on the phone with the bank's fraud teams, Trading Standards, etc.

If the deal seems too good to be true, it's because it is. Go elsewhere and pay a little more to avoid this nightmare.

Product Ordered: La Spaziale S1 Vivaldi II Red
Website used: www-coffeeitalia-co-uk
Order Number : UK100124088

Received the machine in January 2022 and reported the problem well within side the 14 days required by the distance selling act for a full refund.

The machine from day one floods water out when connected to a tap. The machine was sent away 3 times, including once back to La Spaziale, and 3 times it came back with the exact same problem. The company told me to strip the machine down myself as it is “probably just a loose pipe”. They have refused to refund my money because they have spent too much on courier fees! When i emailed them with a deadline to refund otherwise I would consider other actions they accused me of blackmail.

La Caffe Italia supplied a machine that has NEVER worked, the machine is not fit for purpose. Everytime it is connected to a tap it floods water everywhere. You need specialist knowledge to be able to strip down and rebuild these machines, i dont have that.

The company is unprofessional ( I was tempted to use stronger language) and you should not trust them at all.

I have all of the emails to back up the above but decided to keep this damning review short.

Avoid this company.

To help readers have the complete picture Caffe Italia responded to my review above with the following and then replaced it:

Dear customer
we are sorry to hear from you that you are not satisfied with the product, we are aware that it may be frustrating for you but we try to stick to the facts.
You bought your La Spaziale Vivaldi II with water main connection in January 2022, checking our track record we saw that we collected the product due to an anomaly that you reported on 02-05-2022 well beyond the 14 days you described, we have collected the product anyway and it has been checked by our service center which after having carefully checked and tested it did not reveal any anomalies, when the product was returned to you, you showed us a further anomaly and we, in agreement with you, collected it for the second time and had it checked directly by the manufacturer who, after having carefully checked and tested it for a week, did not find any anomalies, the product was returned to you at no additional cost despite no defects or anomalies had been highlighted.
You then contacted us again claiming that the product showed still had some water leaks, at this point as you can image we stared doubting that problem in due by installation assuming that the lack of a pressure is due by the missing component a pressure regulator "always recommended" when you make a connection to the water network but unfortunately you have denied our request for collaboration.
Unfortunately, Mr. Lee everything we could do we did it but most likely the problem is in the connection with your water network, who better than the manufacturer could investigate a possible defect if there had been one, two technicians, one of which the manufacturer did not find any anomalies.
We are sorry that you are in this situation however getting angry and not cooperating with us trying to understand how the connection to the water network was made does not allow us to help you which we would like to do with all the good will, we are sure that the product works correctly and we are always available to find a solution but we ask you to collaborate and be available to do so.
A cordial greeting from the management

I responded:
1) We received the machine on the 17th January and we confirmed this via email
2) 19th January was asked for assistance to get the right sized connector
3) 20th January we confirmed that we connected the machine and it was spilling water
4) 23rd January you said send to your engineer
5) 1st Feb was when is was due (probably delivered) by Parcel2go (Which I have paid and you have not refunded)
6) This is all within the 14 days
7) The May delivery your are referencing is the time it was sent away by FEDEX
8) I have forward these emails onto you so that you have a full picture
9) Once you have reviewed the email, can i ask you to correct your statement below and then offer me a full refund as required under the distance selling act
10) For clarity, lets also be clear, I have refused to strip down a coffee machine to check for a "loose pipe". I am not qualified and you have ignored by request about affecting the warranty. You have never mentioned "missing component a pressure regulator "always recommended" when you make a connection to the water network".

2nd Response:
1) "you try to stick to the facts" - I have provided evidence your post was factually incorrect - Rather than acknowledge this fact, you decided to remove your post
2) There have been no communications with me about involving anyone else

Respond or not, that is your decision. I think you have clearly articulated why your company should be avoided

After months of trying to get anywhere with Matteo and the team on helping fix a faulty grinder within their 2 year guarantee, they simply gave up and stopped communicating with me.

On request to see the fault in more detail, I provided video evidence on numerous occasions but continued to get told that I was running the grinder incorrectly which was not the case. Once again on request from Matteo/Coffee Italia, I then paid £50 to have the grinder sent to Italy to be fixed, but it came back in even worse condition. From that point, Matteo simply gave up and stopped communicating with me. So they still have that £50 and have decided to not fulfil their guarantee, so I still have the broken £350 grinder from Coffee Italia grinder sat at home and cannot get back in touch with them in any way.

I have now reported them to the Consumer Protection Association and Retail Ombudsman. The reply below is also false - I have provided plenty of evidence around faults that continued once the grinder came back to me, and was the one that paid £50 for the grinder to be shipped for checks in Italy. Coffee Italia are absolutely not making themselves available via email and are still vying for this to be a product fault. They need to just accept that the only option is to provide me a refund or exchange.

Very good to deal with - quick export to the UK, and product is excellent!

We were searching for a Gaggia Naviglio Caffe Italia were the best price around especially as a certain massive web retailer was charging £80 more.
The only slight downside was it was shipped from Italy and took a week to arrive, but this was trackable all the way through Fedex, and the item was double boxed for safety. As for the machine it's great.

This is the 2nd time I've used Caffè Italia 🇮🇹 to buy a Gaggia Brera. My first Brera lasted 7yrs and the intention is to get it repaired & keep it at my holiday home. Anyway, Caffè Italia offer excellent value for money, are excellent to deal with & I had my new Gaggia within 5 day, delivered to Ireland 🇮🇪 no less. The service is very good & they responded immediately to an email inquiries about repairs and purchasing.

- I ordered a refurbished Lelit Anna late on 30 Aug, a bank holiday.
- I was excited, it looked nice and at a good price. After not hearing back (other than a confirmation) after 7 days, I checked in for an update by email. I was excited and I guess used to faster delivery. But no one needs a coffee machine urgently so I was okay to wait. The next day, I got a nice response telling me to have a little more patience, the unit is in London (where I live), that an engineer was checking the machine, and I'd be updated "shortly". Fair enough, and I replied with a "thanks".
- On 21 September, a little over 3 weeks after the order and 2 after the email exchange, I asked for an update since I had not been sent the machine, or heard. I had been given the impression there would not be much longer to wait. No response.
- About a week later, on 28 September I called. It want to voicemail. Left a message with name, and order number and request to call back or email an update. No response.
- On 3 October I emailed asking for a response within 48 hours, or I'd cancel and ask my bank to refund. It was now 5 weeks since the order and 4 since I last heard. I had not been given any reason for the delay. No response.
- It is now 7 October, and no response and I've not had the machine. I have sought an explanation and have not heard back.
I just have to assume this isn't happening. There is no point if the business cannot deliver, or even update me. In my opinion the responses to other negative feedback fall very much in the "defensive" category, though there are good reviews too; if it goes badly this business cannot deal with it and will not learn and respond. I'm just dissapppinted and out of pocket by £350 which I now need to reclaim from my credit card over months.

Purchased a refurbished Gaggia Cardona Prestige from Cafe Italia. What a mistake that has turned out to be.
Appliance turned up not very clean but in good condition. After a good clean, i set it up and it make 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 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 my fault however it was proved the machine is faulty, this was 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.

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.

Their terms and conditions state any faults within 14 days then the machine will be replaced but nothing was offered, just complete silence now.

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

BUYERS BEWARE.

UPDATE 8-10-22
Supplied Caffe Italia my details and order number via Trustpilot and funny that they say they can’t find my order!!! Now asking for my review to be verify to remove it but I’ve supplied detail so awaiting Trustpilot outcome. Reading other bad reviews, this is their standard practice so they don’t have to answer complaints.
Just waiting for their usual defensive reply whereas I’ve been supplied ‘a reconditioned machine UNDER COST and in perfect working order’
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. Under their terms it should have been replaced. I’ll post full emails to prove my points depending on their reply.
Those giving 5* reviews, I hope you don’t have any issues or you will be joining the 1* club with this company

Update 11-10-22
My review has been verified by Trustpilot 😬 so let’s see if Caffe Italia FOR ONCE admit they have handled things badly and sort this out or whether they post their typical response to bad reviews.

We bought an expensive Italian coffee machine from Caffe Italia. It was to be delivered by Fedex but Fedex managed to lose it between Dartford and France and it was missing for a few weeks. Caffe Italia assured us that it would compensate us if the machine was not delivered. In the end, Fedex found and delivered the machine but we were reassured by Caffe Italia's undertakings.
I have also received prompt and helpful advice about the use of the machine on issues which are not covered in the manufacturers' guidance.

This really is the best coffee machine!

My friend has had his for 10 years and it's still operating faultlessly. I was so impressed with how easy it was to use and how nice the coffee is I bought one the minute I moved into my house,

Thoroughly recommended!

I needed some help and Matteo came to the rescue. Having had my Silvia for some years, I was looking for some advice on how to get better results and the prompt assistance I recieved was great! Another reason to recommend Caffe Italia.

Ordered a coffee machine and latte cups . Thankfully the machine was fine . 2 months later still waiting for cups . Tried ringing / contact forms etc nothing so far .
I would not buy from them again .

Edit : following reply . Thanks for getting back and making the effort to reply . I received no communication with regards to the issues you mentioned , if I had received such communication previously then I would not have to resort to trust pilot . This was my first online review ( ever! ) , and all because I felt frustrated at the lack of of response from your company . No emails and no answers to telephone calls . I am happy to wait for the latte cups . If you read my review it was succinct , accurate and mentioned the coffee machine was fine .
Your obviously not an online scammer ( I don’t understand the star system ) I have changed it to 2 stars . My point still stands .

I have just purchased a refurbished Gaggia Magenta Prestige from this company. Before placing my order I was told that this machine had been used for a short while in a trade show, otherwise it was unused.

However, the labels on the box I received appear to tell a rather different story. One label shows that this machine had originally been delivered to another distributor in the UK. Another shows that it had been returned by a customer under warranty.

I have been given no explanation as to the pre-sales misinformation I was given. Nor do I have any knowledge of why the machine was originally returned.

After a year of failed repairs for our old Expobar machine I watched various online reviews and decided on a Rancilio Silvia Pro. I found that the X upgrade was for sale on the UK Caffe Italia site at a good price and I have been delighted with the service. The communication from the company was good and polite and the machine arrived from Italy well packaged, tracked and just as ordered in five days, including a weekend. It's a great machine and so good to be drinking tasty coffee again. I wish that I had done this months ago.

Great service and awesome coffee machine and grinder! mmmmmmm :D

Thank you for asking for feedback.

Even though there was a delay in receiving my new Gaggia Viva Prestige your team rang me back and emailed me to put my mind at rest. Sadly FedEx weren't as organised and sent me mixed messages about the delivery date.

Once I got my hand on the machine it wasn't long before I was drinking fresh cappuccinos. More flavour and better tasting coffees. Nice and compact and very good looking. Small cups work well with it. Big cups not so much unless you remove the drip tray. The milk frothy is much better than my last Delonghi so very pleased with that too. For an entry level machine I'm very pleased and would recommend it to someone on a budget looking for good tasting coffee.

Roy

I have read a few negative reviews and I was skeptical at the beginning. I decided thought to order a coffee machine and a grinder. After waiting for too long to get my order, when I received the package I opened and identified that the coffee machine had some defect. I contacted Marco from the coffeeitalia and he promised to sort out everything and offered a voucher as a good gesture. So far so good... After 2 months I still have not receive neither the voucher or any response about the defect ignoring my emails.

Overall there is a good reason why these products are on the low range of the prices compare to their competitors, knowing that now I would have chosen to pay a slightly premium for a better product and service!

I am happy with products ordered. Coffee machine was delivered without any issue. Price was competitive. I appreciate possibility to add coffee to the order. I would recommend Coffee Italia to others.