Gaggia Reviews 

1.5 years after purchase, a part of the milk frother on my Gaggia fully automatic coffee machine broke off. Ironically, it is exactly the part that, according to the manufacturer and the user manual, must be pressed when disassembling the unit for cleaning.

A clear warranty case? Not for the German retailer CoffeeFriend. According to them, any "mechanical impact" automatically excludes warranty coverage, regardless of the fact that the manufacturer explicitly instructs users to handle the part in this way.

What followed were three months of email madness with an unprofessional customer service department. They refused to provide any official written statement, rejected an assessment of the defect based on photos, insisted that I send in the entire coffee machine, and then ultimately claimed that the photos were sufficient after all—only to deny the warranty claim.

To make matters worse, Gaggia itself offers no direct customer support channel. Customers are redirected to the company's Instagram page, where responses only arrive after repeated inquiries over several weeks, if at all. Even then, you are simply referred back to the local market distributor and receive no meaningful assistance.

Only after threatening legal action, contacting Gaggia's German distributor, reaching out directly to Gaggia Italy, and opening a case with the German Federal Universal Arbitration Board did the situation move forward. The result: a goodwill offer covering 30% of the repair costs. A joke.

Never again CoffeeFriend. Never again Gaggia.

Horrible reliability and build quality, machine starting flaking via the boiler. I learned this was a known defect, yet the company failed to resolve the issue and ended ghosting me.

I waited months over months for a new boiler to arrive, then after repair the machine came PACKED with new issues - leakage and others. Company basically said “your problem” and left me to cope on my own.

Such a disappointment. Please, stay away from them and buy a more serious brand! Never a Gaggia!

I joined online chat for Gaggia. Following a descale my machine would only deliver water out of the brew head for two seconds. I knew it wasn't a blockage as I had just cleaned the machine.
Katie B joined the chat within a minute and sent me a Zoom link. I had a chat with her on Zoom and she said she would find me an engineer if I logged in in 10 minutes. I logged back into Zoom and lo and behold! Katie connected me to engineer Danny Tawn. I went into the kitchen, put my machine on the camera, and he diagnosed my problem straight away. Turns out my lovely Gaggia machine is really clever - you can set it to fill a specific size of cup - I had mistakenly re set it to dispense a teaspoonful after the de-scale. So not only is machine nice and clean - I can now make an espresso in my own size cup and set it to stop and not overflow. What's not to like?
In these days when we all expect awful customer service and never being able to get in touch with a human, this stood out - outstanding customer service. Thanks Danny and Katie and Gaggia

I’ve just brought a Gran Gaggia Prestige thinking I was baying a product made in Italy and to my surprise on the box I find a made in China? I wrongly thought that Gaggia slogan was Proudly Italian? Also very disappointed with the design, can’t use the single ground coffee filter because is not pressurised for one use ground coffee, the tray’s is very difficult to keep clean and the steam wand doesn’t extend to allow me to use it.

I have a Gaggia Classic which (once you get the hang of it) turns out an excellent cup. There are many additions/alterations/upgrades to this sturdy machine -so it appears they want coffee lovers to enjoy a good brew even if they can't afford top-of-the-range automatic machines which cost 3x as much. It just takes a little more effort...

Had a problem (first one) with our much loved Gaggia Brera, I persevered with the manual for a while - no joy so phoned Gaggia in Elland and they sent me a zoom invite which two of their engineers logged into, they talked me through to a solution in only a few minutes - bloody good effort and nice guys.

With a three week wait for a coffee machine service I opted for a zoom meeting with the technicians at Gaggia, Elland.
The meeting was ultra easy to set up and the technician, Tony was knowledgeable, helpful and guided me through checking my machine.
A brilliant way to meet the experts and solve your issues.