"Bought a Gaggia Brera from them a year ago and it’s barely worked since. That machine is either useless or I have a dodgy product. However, Coffee Italia’s customer service is essentially nonexistent.
There is apparently a warranty, but what you’re not advised is that this is provided by a separate company, in North Yorkshire. And you are responsible for paying delivery there, and delivery back. This is not expressed in the conditions of sale.
My coffee machine has been returned twice for the same issue and the defect then reappears almost immediately each time. There is no replacement offered and now I’m being stonewalled by Coffee Italia’s customer service person."
"I ordered Gaggia Brera from Cafe Italia recently. Great, efficient service from start to finish. Best value for money by far. This coffee machine is second to none. Definitely a bit of luxury in my kitchen, my husband is delighted with his gift."
"FALSLY advertises the PHILIPSSERIES5000EP536010 as "Availability: In stock" and Product shipped from Australia = LIES
Lists Shipping $20, then charged $24.
So I have had to wait, because is being shipped from ITALY!
Matteo, will not answer emails about discount that was available & after you pay for the Item, (answers straight back before), won't answer phone either. Could not recommend or trust them at all.
"
"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.
"
"a couple of months ago I buyed a coffeemachine but sent it back immediately. Till now the company didn´t refund my money and doesn´t react on emails. "
"Just used coffeeitalia again for a new purchase of a coffee grinder.
I bought this time a CEADO E5P, very happy again with the service and packaging.
I really recommend this company very professional and great customer service."
"I bought a QuickMill Andreja Premium this week.
The machine was shipped from London with uk power cable.
Product was delivered as described, delivery was just one day: I literally ordered the machine on Monday and It arrived on Tuesday morning !
I made my first coffee yesterday :) all good I just need to learn how to use this beatiful art peace ! "
"Parcel arrived yesterday, coffee is delicious.
The Gaggia brera arrived with uk power cable as described.
Machine was delivered at my address with royal mail.
The unit was shipped from London and arrived in Nottingham in just 2 days. "
"Jut unpacked my new simonelli oscar II.
The machine arrived from London to my house in Bristol with Dhl.
Courier was a litttle bit rude by packaging was perfect.
I setup my new machine and I'm very happy with the performances and the coffee.
"
"These guys are honest and offer excellent customer service every time I call. They always offer options and don't just try to sell you on the most expensive products. They are more invested in the long term upkeep of your item than short-term money-sucking fixes. I trust them with my new coffee machine (and have gone to them for 7 years now) and would recommend them to anyone who asks."
"After one year of brilliant coffee with my la pavoni machine, I had an issue with the pressure valve release: I called caffè italia at the phone and they organize the collection for the product to be repaired.
The product was collected from my premises and returned repaired in just 3 working days !
The machine is now making again great coffee ! So happy ! thank you !!!!!"
"Just received my coffee machine yesterday, everything just in time for my birthday ! Thank you again guys for the great service and your patience with me at the phone ! Your service has been impressive ! I will recommend you to all my friends !!!"
"Even though I found mixed review about this company I have to say that service as been impressive: goods delivered at the right time with the correct country power cable, great support during the purchase and very professional customer service at the phone.
Very well impressed guys ! I hope more people will write you what you deserve which is 5 stars !"
"I received defective merchandise (a high-end coffee grinder) and was not allowed to exchange it even though I was within the European and U.K. window for free exchanges under the Consumer Rights Act.
My advice is to purchase from elsewhere, where you may pay a little more but will have the right of free return for any reason for up to 60 days and a full manufacturer warranty!
It is YOUR RIGHT UNDER LAW to DEMAND a REFUND within 30 days under UK and EU law. Within 6 MONTHS you are entitled to a repair or exchange FREE OF CHARGE including free shipping. Even up to two years, you have protection under UK and EU law. Coffee Italia would not accept a return or exchange, however.
Be aware that you can also file for a CHARGEBACK with your bank if you used a credit or debit card. You can file to protect your consumer rights under the UK CONSUMER RIGHTS LAW. You can file a cross-border complaint online if you are in the EU but outside he UK. You can expect your bank to make it difficult to do so though, and there is a lot of paperwork and stress involved. So my advice is not to purchase from Coffee Italia in the first place.
I ordered an expensive grinder from them. Grinder arrived with an outward dent in the side of the case and faulty loud screaming cooling fans and since it was outside of 24 hours (!) from delivery, they bluntly refused any exchange. Honestly, their attitude leads me to believe they would not accept an exchange regardless of turnaround time.
Update #1: After arguing with their agent for more than a month, he charged me for a return shipping label to Italy to have this grinder supposedly repaired at a service centre. Well, the label is of no use and the shipper will not pick up the shipment. They say it is only good for shipping from Italy, not my home country. Their agent writes back that it is okay, I can use the label, ignoring what I just wrote to him. They ignore everything you tell them!
Update #2: Coffee Italia finally fixed the label issue and DHL picked up the grinder and I put my chargeback case on hold. I heard nothing for 4 weeks. I emailed them and the agent said they were waiting for parts. After 8 weeks I emailed again and received no response for another week. After 9 weeks I emailed a third time and the agent responded a day later saying they couldn't repair the grinder and would finally send a replacement. A few days later another grinder arrived, to my amazement. But...
This one was packed upside down in the box though, which broke the packing foam. The box says FRAGILE and ALTO (THIS END UP^) but the $2000 grinder rode in a truck all the way from Italy upside down in the box. UNBELIEVABLE. It seems to function okay at least but it's anyone's guess how long it will last. No apology from Coffee Italia for this! When I told them about this, they sent me a copy of THIS REVIEW and an intimidating email. He mentions that he insured the parcel with DHL against damage. Obviously if you ship sensitive equipment upside down, and as a result it becomes faulty, it would be impossible to file a claim against the courier. Good luck!"
"Comment: Hi,
I collected my Quickmill Anita yesterday and set it up. Everything was in order and everything seems to be working great and I'm delighted with my purchase.
Thank you for the support during purchase and I will be happy to recommend your company to others.
Warm Regards,
Dalton.
"