Caffè Italia United Kingdom Reviews 

I would give minus 5 stars if I could.
Beware of this company everyone.
I paid £1000 for a new VBM machine on 26th November which was delivered (eventually) faulty. I reported this within 2 hours of receipt. Their suggestion ( repeatedly ) was to undertake repairs myself which I refused to do . I rejected the machine and 30 frustrating emails later they agreed to offer refund. They have been in possession of returned machine for over 3 weeks now but no sign of refund ; nothing but reassurances and empty promises . Appalling service....are they genuine?
Credit card company have lodged this as fraud event now following a Section 75 claim raised against Caffe Italia.

UPDATE 10th January.
Caffe Italia state that a refund was issued on December 29th but I can confirm this has NOT been received on the credit card as of today so this is unlikely to be true. In fact they emailed me separately today 10th January saying "we have just processed a refund" which is a completely different story. I await the next excuse from them.
One further comment-they claim the machine worked. I can state with 100% certainty that it did not. I would not have returned it otherwise.

Update 11th January.
No refund. Caffe Italia state it takes a month for a credit to appear on a statement and blame the banks? ....really, what century are they living in? Other customers can draw their own conclusions!
I am £1000 out of pocket, I still have a £1000 debit on my credit card, I have no coffee machine and still, they delay. If I was them I would have done everything to assist ,not make the customer go through a tortuous experience.

Item never received. Company ignored all my emails and requests for information, and all my requests for refund. The number on their on website doesn’t work. And clearly their customer service - when they can be bothered to reply - is utterly shocking (as demonstrated in their rude and unhelpful responses to other legitimate 1 star reviews below). In the end I had to contact my back to request a chargeback so I could get a refund. Do not use this website.

Also, the response below is interesting (and symptomatic of the problem) since I was in direct email correspondence with the company that day - and my name is exactly as per my order. It’s quite worrying that this company is willing to blatantly lie. Also, the company is still refusing to refund me and the item has still not arrived. Order at your peril.

Company shares private and personal details of customers on trust pilot in breach of GDPR regulations. I am now also having to report this.

Company fail to even apologise for breach of personal data and instead try again to blame the situation on the customer. I see that they now claim that I have been ignoring emails and that it is that it is my responsibility to sort out issues with customs and fedex. This is contrary to the fact that I spoke with fedex directly and fedex told me the opposite (I have explained this to coffee Italia emails sent). The claim that my knowledge of GDPR is blocking my emails is really quite ludicrous. But to clarify Fedex have not contacting me to sort out the customs issues and neither have the company. This is just not true. Furthermore I paid more than £350 for the coffee machine. So that is also inaccurate. It would be nice if the company could use their time and efforts to sort out the actual issues and process a refund instead of fabricating all sorts of nonsense on trust pilot to cover their back.

Really responsive and friendly customer support.

Update on below experience after submitting my below review I got a call from Matteo who while I spoke to him sent me a link to track my package this was the 8/12 I got a notification when I tracked my delivery on fed ex and they gave me a date I took the day of work and waited till the deadline which was 6pm no delivery I checked tracking and it said delay and a date for 3 days later was given and again took day of work and still no delivery checked the tracking and delivery is supose to be rescheduled for today I’m off work again sitting waiting on deliver. I tried to call cafeitialia again on the number they provided and number is not recognised so I sent them an email on Thursday last the 16/12 expressing my concerns of and still no reply or any assistance this item was ordered a month ago amd was not cheap it cost €288 I have never experienced anything like this before it’s dreadful customer service
Update 19th January 2023
I really don’t know what’s going on here with this company now a different person replying to my first review as I have mentioned before in the space of a month while waiting on my machine there was no contact until such time I put a review on here and the customer service phone number they supplied is not recognised when I called numerous times and strangely enough I receive another email today from the famous Matteo from this email co.uk asking me to withdraw my review I have had more contact from this company since I put up my reviews and next to none when I needed to find out about my purchase so hopefully they have learnt by this experience and it shows Trustpilot is such an important platform for the consumer thanks to Trustpilot for your support.

Horrendous experience. I asked if an Elektra coffee machine stand would fit my A1 Elektra. They told me yes, so on their advice I went ahead and purchased. The stand did NOT fit, they gave me completely the wrong advice. On top of that they told me I had to pay for the item to be returned. Well over 1 month now since they picked it up with FedEx and still no refund from their mistake. It looks like I will now have to attempt to do a creditcard chargeback. I advised them I would be going this route via email and they dont even bother to reply! A shame because my experience was so good a few years ago with different staff there.

Update:
In response to the vendors comments, here is the copy-paste question/answer they gave before purchase, under no circumstances did they beleive this was for a coffee grinder. Q: "Does this fit an Elektra A1 Mini Verticale please?" A: "Dear Rob I hereby confirm that the Elektra Base SB will fit the Elektra miniverticale." (MATTEO DE STEFANI)
Also they didnt refund my full amount, they sent only a partial refund! I have referred it to the credit-card company to sort out.
Shame on you guys for trying to say you misunderstood, and not just admit your mistakes and issue a proper refund.

Hi Matteo

The Brera arrived yesterday via DHL as you promised- amazing from Italy to Australia

Making delicious coffee already, it’s our second Brera, the first lasted 10 years of great coffee, a great no nonsense coffee machine - simple design works

Many thanks for your excellent service

Peter

I cannot recommend enough, great service and Matteo was extremely helpful. I have originally owned coffee machines such as Delonghi and Nespresso but they never quite tasted like coffee purchased from a coffee shop, that was until I purchased a Gaggia machine! It takes a while to perfect the milk frothing but it has been well worth it. I found Caffe Italia gave me some great advice in helping me choose the right machine for me and their service has been amazing. Thank you so much.

People who are serious about espresso, need a decent machine, and good coffee.
I use a 2015 Gaggia Classic, bought in 2016, and still going strong.
A relative who uses a capsule "espresso" machine always says that my coffee is much better than hers, so I bought her a Gaggia Gran Deluxe.
Apart from making her proper espresso, with proper coffee, it will save her a fortune in capsule costs, which have a similar same price model as printer ink.
I have used Caffè Italia since about 2010, and recommend them highly.

I bought a gaggia classic pro from coffeeitalia.ie back in October. I received a damaged machine that i tried to return. Matteo at coffeeitalia.ie persuaded me to keep the broken machine for 50eur saying it was an easy fix. He didn't provide return labels and persuaded me to keep it whilst also sending a new machine, advising where to get parts. Sounded ok, until I received a second broken machine which I tried to return. This week coffeeitalia.ie asked for both damaged machines back citing safety concerns. which I said I could do provided that they took and paid for the parts I had ordered. They refused and now I am stuck with two damaged machines with safety concerns. I called Matteo but he hung up the phone. I really would not recommend using coffeeitalia. I have also talked to other coffee machine suppliers who have mentioned hearing of coffeeitalia.ie reputation.

A really good price, including a UK plug adapter, and quick shipping. I was a bit worried when there was a complication with the bank transfer but Matteo helped get it all sorted and all arrived in a very timely manner.

Marco was fantastic, happy to answer all
my questions and discuss service parts when required.

I look forward to receiving my new machine, and I look forward to giving it a much deserved review.

Just a warning I tried to pay by Bank Transfer I would avoid this method of payment as a non business account. My fault not on Caffè Italia UK at all.

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.