Shop Illy Reviews 

Excellent instant coffee, quite the best. Superb customer service with prompt response

I loved my X1 Anniversary E.S.E. Pod & Ground Espresso Machine so much I even bought a second one for our summer house. Now the o ring on one has fallen off, and when I called to find out where I could have the machine serviced (at my own expense) I was told the one year warranty has expired and that it is typically less expensive to buy a new machine than to have it serviced. I am disappointed beyond belief. Never again! Now I don't know if I will even be able to bring myself to drink the coffee I previously loved! :(

In Italy they use the courrier company Lecardi- you learn this only after complaining. Illy does not send you e-mails to advise the courrier company, delivery date or shipment number. If the courrier arrives and you're not home (becuase you didn't know about it) they try again. If no luck again- return to sender.

Payment had been taken out of my bank twice. Customer service deny this could have happened and keep saying it’s a holding payment. Very dismissive and abrupt. I’ve provided transaction numbers for both payments and they have not refunded and no longer responding to emails. Been ongoing for two months. Wouldn’t order again.

zero bought coffee machine broke in 3 months wouldn't replace it don't buy from them

Worst customer service ever. Shipment of 6 mugs came broken and they want you to bear the cost of return. Buyer beware.

I managed to speak to someone at Head Office, she was very helpful, and arranged my collection from DPD and gave me an email address to complain, as I did tell her that I had been trying to receive confirmation about a DPD collection, since yesterday, when telephoning if you pick option 1 you will get answers from a call service, pick option 3 and you will get through to Head Office.
I received a reply at 13.57 with info where you still have to contact them again, for a collection date and time, still no answer 5 hours later of telephoning again and sending emails and nothing.
I also mentioned the bad reviews at this website, about deliveries, and other queries.

We have an Illy X7.1 coffee machine in Melbourne and use the intenso coffee pods. Now moved back to the UK we went on the Illy UK website and found a current offer which gives the same X7.1 machine for free with the purchase of 24 coffee packs. In Australia we get tins with 21 pods. In the UK they are shrink wrap packs with 18 pods.
In any event this is a great offer and coming from the coffee capital, Melbourne, (check out the location of the annual barista winners to check the veracity of that statement), these pods are as good as your local coffee shop.

We have bought Illy coffee beans for years…..they are a favourite based on a balance taste / value.

Rather than always use our bean to cup machine, we felt there was a space for a pod machine for occasional speed and ease of use.

Illy was offering a free pod machine if you would purchase ten bags of pods (180 pods in total). This seemed like a very reasonable purchase to meet our needs.

Everything was delivered in a very short period of time.

You can hear the “but” coming……..

The pod machine (Y3.3) is simply so awful I wouldn’t know where to begin……..in the pictures it looks minimalistic so in that respect, it’s an accurate portrayal. In reality, it’s plastic, lightweight, badly designed and critically, can’t extract coffee from the pods.

Filling the canister with water should be simple….it is not: it’s fiddly and awkward.

The pods themselves are more plastic than product……over-engineered.

The coffee literally emerges from the machine one drip at a time…….not in a flow as you might imagine. So, fast it is not.

So far, we have tried various flavour levels of pod….some espresso and some lungo. ALL are a very poor facsimile of coffee. In a blind taste test, you would be hard pressed to identify any as Illy coffee. Tastes like instant.

Perhaps they are giving these machines away because no-one would buy one then fail to complain. Allegedly the machine were around £125 prior to this promotion.

BTW….the Iperespesso machine and pods are unique to Illy……….perhaps that speaks volumes?

Advice? Just don’t. One star is one too many.

Illy North America is the absolute worst coffee company to do business with. Their customer service department are impossible to get a hold of and resolve an issue. Their pricing structure on their Iperespresso capsules are from prehistoric times. They sell their Iperespresso machines at low margins so they can gouge you on the capsules for years to come. They are constantly out of stock on the capsules and you have limited choice as to what you can buy. They sell them for $20.99 for 21 capsules and there are multiple resellers at $16 to $17. Stay away from Illy if you're looking to buy a pod coffee maker.

Do not order from this company! I ordered Illy expresso cups and saucers weeks and weeks before Christmas which is in 2 days. They were advertised as holding 3 Oz. After I received them they actually only hold 2 oz. The cups were not even wrapped for protection! They arrived with 2 broken saucers and one broken cup. I wanted to return the whole order. After 4 calls to customer service and a week and a half of waiting for a return call that never happened, I have NO solution. The customer service agent I spoke to each time was ANDRY. The fourth call he disconnected me so he wouldn't have to talk to me at closing time! I am not only out a Christmas gift but also approx. $60.00. Do not order from this company unless you want to throw away your money and time.

My experience with illy in the UK is great. I have an illy coffee machine and I move to uk 2 years ago, I've been ordering capsules since last year and I didn't have any troubles, the shipping is also fast, usually I receive my order within 1-3 working days.

Customer service is the worst. Can’t update nor cancel subscriptions “due to technical problems” of their website . I called countless times during their office hours but no one answers their phone. They have me wait hours & hours having me listen to the worst music & then they system drops the call on me.
I end up having tons of coffee stocked up .
As of this writing, there’s no resolution to this issue.
Do not subscribe .

Customer support is very rude. They cannot tell us when we will receive our coffee order more than a month ago and they told us there is no limit and they can send you when they have time. I have asked a copy of our conversation by phone and they have refused to help me to get it. I WILL NEVER BUY from them anymore.

Absolutely appalling customer services. Had one of their coffee machines for just over a year and had all sorts of issues with it. Only now they took it for repair after multiple reports of issues. When I called up to see when I should the expect the machine back couldn’t get a straight forward answer from anybody. Even more comical they told me the engineer who is supposed to fix the machine is away on holiday until 7th August so nothing will happen until then. I have never encountered a more appalling and careless customer service in my entire life.

Wow $5.50 for a latte that tastes like it was made last week. Health board should check this machine out as it smells like mould when the coffee pours out.
How do I get a refund??????? So gross this machine is at gate 95 Vancouver international departures do not drink !!!! international- stay away from it. I have stopped everyone that has come to my gate after me and let them smell my cappuccino . They didn’t waste their money !! I made sure of it

Customer service is poor, and the subscription cancellation process feels deliberately misleading. I cancelled my coffee subscription and received an email clearly stating: “Your subscription has been cancelled and you will no longer receive any further coffee.” Yet, I was still charged the following month and sent another order, which they justified using a vague “billing cycle policy.”

When I tried to return the order, I was told I’d have to cover the postage myself—despite this clearly not being my mistake. I politely requested reimbursement for the return shipping fee via email (twice), but received no response.

To make matters worse, I was unable to remove my credit card details because they were still “tied to my subscription,” and I’ve also been unable to unsubscribe from their newsletter due to a long-standing “technical issue.”

Overall, this experience has raised serious doubts about the company’s transparency and practices, especially considering their Certified B Corp status. Very disappointing from a brand I once trusted.

Avoid this coffee supplier or brand, after testing 3x illy 250 g coffee box I noticed they put the well aroma coffee in the beginning and a bit later or deeper in the coffee box they have another type of coffee which is more acidic and sh*t, lets be honest.

Don’t buy this brand, waste of money better to try Nordic brands.

I’ve had a long-term subscription with Illy, but twice now they’ve sent only half the number of pods I ordered (this is despite the monthly cost increasing to a level that is no cheaper than buying in a supermarket). Impossible to get hold of customer service, no response to emails