Shop Illy Reviews 

I have received a faulty coffee machine from illy and I have emailed them 5 times over the last 3 weeks without a single reply. I have spoken to the “customer care “ team and they said you only get 7 days from purchase to return the item even if it’s faulty. I explained that as it’s faulty I’m entitled to a refund or replacement and the very unhelpful lady just kept saying not after 7 days! She later said she will escalate my complaint and hung the phone up on me. It’s been a week now and I’ve heard nothing. I have never in my life dealt with such an unfair and unprofessional company. I wish I hadn’t wasted my time with them.

No more recycling (unless you want to take your pods/capiusles back yourself) - which for me is a 45 minute commute each way. Seriously??

Just use Nespresso. At least there, you print a label and your used capusles are collected and recycled...

ESG - 10 steps back. Nice corporate move in 2025.

waiting since 4 months of delivery of package as well as a reimbursement of a double payement. The call agent recognises me and always say he has to refer to a senior responsible in Italy as the call center is in an other country ( not France for the Belgians and French customers as we thought). I suggest al Illy lovers to buy directly in a store or on amazon as Illy does not know what service is!

I try and order directly from companies vs through Amazon as often as possible to help businesses directly and cut out the middle man. Usually it’s worth the extra effort. I placed an order with illy this month for the first time using their subscription service for a discount. I ordered 4 of their ground espresso cans and it came with 2 free espresso cups and saucers.

The cups and saucers arrived immediately. They’re adorable. I waited another week for the espresso and by then I’d run out of it so I was growing annoyed. I checked the tracking and it claimed it was all delivered the same day as the cups and saucers. 2 individual tracking #s show the same proof of delivery photo - the box with just the cups and saucers.

I email them and receive a message that their MAILBOX IS FULL. I try a different email and get the same response. I call their ONLY customer service # and it says they’re “unavailable” and that’s it. This was a $50 order. I go to remove the future subscription renewal and I see zero ways to do this. So now, I have to work with my credit card to dispute the charge AND likely get a brand new credit card which is linked to endless other things - days of work to fix. Shame on this company. You know it’s bad when this many people go out of their way to warn others. I’m honestly speechless at the mailbox being full and their customer service going to a voicemail. During their listed business hours no less. I tried the number a dozen times before posting this. Absolutely outrageous way to do business.

Illy customer service is horrible. I’ve been a longtime illy customer. But for about six months I’ve experienced multiple customer service issues related to coffee cans near extraction as well as shipping issues. I’ve contacted illy customer support via their website multiple times with concerns and have received no response. Indeed, their customer service is horrible to nonexistent, words that are synonymous in business.

I will never buy the machine. It has never worked.

I see them in hotels and i know automatically that it wont deliver.

Tried many times with many different machines and have never had a single drip of coffee from one

Great coffee and the absolute WORST customer service in the retail industry.
There is a new app now that made me lose all my stored up points so I am back to the beginning for that.
Subscriptions are a mess. I had one with the old app and they made me create a new one with the new app and now I have TWO subscriptions and am about to be buried with coffee.
Don't bother to try and resolve on the phone unless you have 3-4 hours to kill. And no point in setting up a call back as they won't call.
Really bad.....

I have my Illy coffee machine broken for 3 month (still under warranty!). I have wrote at least 12 emails and talked on the phone 5 times and still no label to send my coffee machine for repair. This is, by far, the worst online shopping experience.
Meanwhile, I have bought another coffee machine from a different provider.

Customer service is very bad. Phone contact is very slow if it happens at all. Making changes on the website as to billing and scheduling is less than efficient and is extremely frustrating. The product is fine but obtaining it through the illy usa website is cumbersome at best.

Six weeks ago I ordered and paid for coffee from Illy. I'm still waiting for it. I tried phoning and they cut off the call as I was navigating the preliminary menus. I emailed customer service, attaching my order confirmation, and I am still waiting for a reply.
Good coffee - but I won't be buying direct from them again.

Very delicious cappucino and amazing tasting coffee beans. Apparently they blend them from 9 different arabica coffee bean blends/types and as per their own addmission they only choose the top 1% of coffee beans. I have tried other local coffee chains and international ones such as coffee academics, coffee bean and tea, E&O, among others boutique coffee shops, and these guys are the costs that come close to tasting as good as % arabica. Highly recommend!

I only bought iperspresso capsules from them and its overall all fine. The website is a bit clunky, the price is not necessarily cheaper than buying from other channels and there are faster delivery times elsewhere but I had a monthly subscription which worked great for me (so none of the downsides above were an issue).

In regards to the coffee machine, I have 2 iperspresso machines which I didnt order from Illy directly, one compact sized and one of the bigger ones retro style with steamer. I never had an issue with them and I use it once to twice per day for the last 4 years. You can tell its not the best built quality machines out there and ,again, a bit clunky, but I buy Illy due to it being the best coffee in the world so the trade of pays off for me.

Overall, I dont think they have a strong B2C strategy and their capsules machines are only worth it if you are in it for their coffee taste alone hence the 3 stars.

I placed my order on 09 December 2024 as a Christmas present for my family.

If you look at my order, you'll see that one of the items even looks like a Christmas present and is sold as such.

I'm disabled, I get a fixed and very low disability allowance, and I can't go to the shops to buy presents.

I sent two emails in response to the original email confirming my order, asking what was happening with my order and received NO RESPONSE.

You have left me with no gift to give to my visiting family tonight, and as mentioned, I cannot go into town to buy anything and it is now far too late to order anything else over the internet for delivery!!!!

You have taken my money for the order I placed and left me in the biggest mess possible!!!!

Customer service is nightmare!
I ordered my coffee on Nov.30.24
Now 12.23.24 still waiting to come.
Called and Email to customer service center.Nor replied or answer.
I just wasted Money and Time.
Never buy from this company again. There’s whole a lot better than this company around the world.
Along with other reviewers this illy company is going down….

I bought an Illy ESE coffee pod machine. I decided to descale it and clean it for Christmas. I followed the directions in the book and saw a tutorial on You Tube. My machine won't do anything. I called - could I send a video so they can determine what I am doing wrong. I may be older, but I am not inept. The machine will not work. The employee had me go over the steps again - won't work. We tried a third time and I have to wait whilst an engineer is contacted to determine what to do next. I want to send the machine back - it is not working - the cleaning system doesn't work and I am not in the mood to do anything but return it.

Please be carefull when ordering product from ILLY shop even if you buy only the coffee! To be strictly avoided are the machines from Illy, they really DO NOT work as it should. As i loved the model, i even bought a second one after the first one arrived not working and the after sales took 2 months for repairs, the second Yperesso was not functioning neither. You want IRL move of the machine just ask. After sales is very friendly but also extremely slow and inefficient. Keep also all your proofs of purchase and payment slips as in my case i had to proof that a payement of 2022 had been processed ( i got a letter 12/2024 !!). On top of that new order for coffee ( yes that one IS really nice) placed on Nov 21st 2024 has still not been delivered... ( 3 weeks!) Last attention point: even if after sales promise to pay back after returning the products ( took +4 monts to get them so far) you will have to wait several months to get it really back and.... i am still waiting the full amount since june 24.....

Atrocious customer service.
Absolute no care or empathy for their customers. Had a faulty box of unusable capsules. They responded with some measly excuse why they couldn’t refund me.
AWFUL COMPANY

As this is an unclaimed profile, no one will be reading customers’ complaints.
Ordering with them is a total nightmare. On their website deliveries to mainland uk are supposed to be dealt with within 48 hours.
Reality is, once you place your order (subscription), unless you reach out to them after a couple of days, your order won’t be actioned. Placed an order on nov10th, today is the 18th and my order hasn’t left the warehouse yet. 👎 I’ve tried different Italian coffee brands and unfortunately they all fall short when it comes to deliveries/subscription model. (Lavazza is almost as bad as Illy)

I wish I had read these reviews before buying the ESE coffee machine. I like the taste of the coffee, but I am disappointed with the machine, no temperature control and more importantly no volume control for the amount of coffee dispensed. I expect more than 50ml of coffee for a Lungo. I have contacted customer services and they sent me videos of how to do this, but it wasn’t for the machine I bought. They have asked me to send videos of how I am operating it, but they are not responding to me anyone. If I could I would send it back!

I bought my ESE machine from Illy in December 2022, in about September 2023 it developed a problem and stopped working. Following a brief email exchange with customer services they arranged for it to be fixed. It was fine for about 8 months then broke again. Since that time I have had about 20 emails from customer services asking me to do the same three steps (which do not fix the problem) over and over again. I do these steps, email them to say it doesn’t work, they take another three weeks before emailing me the same steps again and ask me to try again, the machine was sent back to them and returned, worked for two days and then stopped. Now it has been a further month, several emails sent, with videos again- these keep expiring because they ask me to send on We Transfer due to the size, and then don’t download them so I have reuploaded again. They have said the machine isn’t faulty, it’s just that it appears to develop air locks, which stop it from working which to me is like a doctor telling me ‘there’s nothing wrong with you, you just can’t walk’. They are very obviously just waiting for the warranty to expire next month. Never, ever buying anything again from this company.