Caffè Italia United Kingdom Reviews 

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.

Quick! I ordered my Gaggia Classic Pro online on Sunday morning, and it arrived in Barcelona from Milan on Thursday morning. No extra costs for shipping. Well packaged. Correspondence was also quick, when I asked about the status of the of my order on Tuesday I had a reply within an hour. The machine … what can I say?! A classic Italian beauty with superb espresso and great steaming power,

A very good experience - the Gaggia Classic Pro I bought was at a decent price and it arrived well packed and intact. It came earlier than originally predicted but Fedex kept me informed and offered various arrival date options.

I bought a Victoria Arduino Eagle One Prima coffee machine from Caffe Italia last year. It is an excellent machine and I have been super-happy with it. A week ago it developed a fault so I called Caffe Italia, the problem was quickly identified and a spare part was sent by Fedex from Italy, along with clear instructions on how to fit it. The machine is now back in action and working perfectly. Great customer service and highly recommended!

After a long research for a bean to cup coffee machine that is more similar to a barista(real coffee) I came across Caffe Italia. I decided to give them a call before purchasing and was the best decision ever. Matteo was very professional and understood straight away our needs as a small office of coffee drinkers, and gave us the best advise ever. We got a Gaggia Cadorna Prestige and what a change in our lives! So good that we have decided to purchase the second one as well! And even the caffeine free people are happy as is having a special place that you can add and make a decaf! Thanks Caffe Italia, great help and great product.

We ordered a Rancilio Silva Pro X from Caffe Italia. They provided a superb ordering and delivery service. We are delighted with the machine and really appreciate the customer care provided by this company.

I ordered a machine, but it didn’t arrive. I contacted seller so many times via email, which many were ignored! I rang and was told ‘I’m too busy to speak to you all day’. Charming, as my £829 machine was missing a month after ordering. Customer service lessons very much required by this company and I’m still waiting for my refund after ordering on 31/3/22. I have also started the charge back process as I don't believe a word this company say. No consideration of the customer expecting the goods that they have paid for!

- Ordered machine which was "in stock" with promised delivery within a week
- Heard nothing for a week, chased them, they said it wasn't in stock
- Emailed to cancel order, they miraculously "found" a machine and posted it despite order being cancelled
- Stopped communicating with me, constantly fobbed-off when asking about refund
- Had to start chargeback process via credit card before any refund sent

AVOID

---
edit to respond to the reply

- your website says "in stock means in stock" - clearly this was not true as you had to order it from the manufacturer. In stock means you HAVE IT and can touch it and can send it out within a day or so... If it still needs to be produced then it's NOT in stock

- You have NOT kept me updated and NEVER informed me any refund was sent

- It was not difficult to source a Silvia Pro X, yes a little more expensive but worth every penny extra to not have to deal with a company such as yours

--Edit again

They have now asked for more information "to check I am a genuine customer" and whether I did business with them. Despite THEM in their reply clearly knowing who I am because the made reference to the product I ordered. Total joke.

I purchased a refurbished good as new, Bezzera Coffee Machine for almost £1,400 from Caffe Italia at the start of November 2021. Big mistake!!!

I was told by the Caffe Italia sales team the coffee machine was a demonstration machine with very little use and was in excellent condition.

It was true the machine had little use, in fact no use, I could tell the machine had never produced one single cup of coffee and it was 100% broken when it arrived at my house.

After a week of liaising with Matteo from Caffe Italia with Matteo trying to get me to fix the machine, yes really I was asked to view YouTube videos showing how to take the machine apart, any normal decent company would not try to get there customers to fix coffee machines.

I actually then had to send pictures to Caffe Italia to prove the machine was broken. I think the machine had been dropped in transit with bent panels, screws loose, internal cables disconnected and then water was pouring out of broken pipe work all over the internal electrics through the bottom of the machine, a true health and safety risk.

I did ask for a full refund or a replacement machine within the first week of receiving the coffee machine but was told that Caffe Italia would first try and fix the broken coffee machine. I foolishly agreed, thinking there is no way this machine can be fixed economically and a replacement machine or refund would be offered soon after the machine had been seen by engineer.

The broken coffee machine was collected by Caffe Italia's maintenance company A E Stanton and is currently still with A E Stanton. A E Stanton are hopeless, they have had the broken coffee machine for over 4 months now, apparently waiting for parts!!! Every week I chase and get told very sorry it will only be another week or so now. Should anyone have to wait 5 months and counting to receive a coffee machine that works or get offered a full refund, I think most people will agree this is not acceptable.

I have now formally threated court action and fully expect I will have to take legal action against Caffe Italia to get a full refund or a replacement coffee machine.

The Consumer Rights Act gives the consumer the legal right to either get a refund for goods that are of unsatisfactory quality, unfit for purpose or not as described, or get it repaired - depending on how long you've owned it:

0 - 30 days you can claim a full refund for goods that are of unsatisfactory quality, unfit for purpose or not as described.

I also intend to inform Trading Standards, it seems Caffe Italia thinks the law does not apply to them.

Please think twice before you buy a coffee machine from Caffe Italia!!! You can see on Trustpilot many other customers have had similar Customer Service experience horror stories when something goes wrong at Caffe Italia and A E Stanton.

Regards

David Gaskell

Very happy with this company would buy again keep up the good work