Caffè Italia United Kingdom Reviews 

Had some issues with my 3 month old coffee machines output. Received prompt responses and sound advice.
Thank you so much
J

Great support! I bought a coffee grinder 2 years ago and it stopped working all of a sudden. The team supported me from remote and helped me fix the grinder, that works perfectly now. It took less than an hour end-to-end. Thank you!

Outstanding post-sales customer service from Matteo.

Just bought a new espresso machine (my second from Caffe Italia). Matteo was great answering questions and ensuring prompt shipping.

Excellent customer service from Caffe Italia. I bought a bean-to-cup machine from them a couple of years ago & they provided excellent advice on choosing the most appropriate model for my needs which resulted in me being very happy with my final choice (a Gaggia Magenta Prestige). More recently I have been looking to upgrade my machine & once again Caffe Italia (thank you Matteo!) have gone out of their way to provide tailored advice on selecting the most suitable machine. This advice is much appreciated as high-end bean-to-cup coffee machines represent a substantial investment.

When I put in a complaint about my new machine (there was nothing wrong with it, I just wasn't used to the setup), the team were most helpful and most gracious when it became obvious the mistake was mine. Thank you

We love our new Elektra espresso machine! Matteo De Stefani at Caffè Italia was super responsive when I had a few questions along the way. The delivery was prompt and the machine was well packed to ensure that it did not get damaged. And the coffee is delicious!
Grazie molto!

Had a problem with a purchase which was faulty , they offered to replace the item and said I could keep the faulty one, received in a very short time, thank you

I had a good experience buying a VBM here.
I received a track-and-trace and received the order within a week in very good state.
The seller (Matteo) also responded very quick and helpful on my question regarding the product. I recommend Caffè Italia as a trustworthy seller of good quality coffee machines and good service.

Matteo from Caffe Italia did a great job supplying an original new Elektra Microcasa Leva Bottomless Filter with Brass Wood finish that was impossible to get anywhere else. The service and communication with Matteo were very good.

Overall, a good experience. Matteo provided regular updates and was good to deal with as part of the order. Overall, the merchant probably needs to be a little clearer as to the fact that machines are not AU market machines but imported, in my case from Italy. The time from order to delivery was about 3 weeks even though the item was showing as in stock. At the end of the day this shop is able to provide certain coffee machines at much lower prices than the AU retailers and the experience was well worth it as it is all legit and genuine. I would recommend it provided you can wait a few weeks for your dream coffee machine.

Great responsiveness and remote support by Matteo de Stefani in Sydney, Australia. Saved a lot driving time and service $$. Well done, Matteo, I much appreciate it! Thanks - Delf

Really bad experience with this seller. I bought an espresso machine a few weeks ago and it's faulty.

I contacted customer service about the fault (the coffee machine doesn't reach the temperature to brew espresso properly by a long stretch, and the pre-infusion is done under more water pressure than the extraction). I sent them videos showing the temperature and pre-infusion issues to demonstrate the problems.

Matteo replied saying it was working perfectly, and that I was grinding the coffee incorrectly (this is a machine that comes with only pressurized baskets and I have been using supermarket ground coffee).
After I informed him about the pressurised baskets and the brand I was using (Lavazza), he said that the coffee was poor quality.
I then reminded him that this machine is also designed to take E.S.E. pods, which are overall like the worst type of coffee that an espresso machine would handle, so that shouldn't be an issue and is definitely not correlated with the temperature that the water reaches in the machine at all (I measured it directly from the gasket, not after it had gone through the coffee puck), or the pre-infusion/extraction pressure.

This was the start of a chain of emails back and forth, sending documents on how espresso is made.

Second to last email from Matteo finally confirmed that espresso is brewed at between 90 and 96 degree Celsius as per a document that he sent himself from the "Consortium for the safeguard of traditional Italian espresso coffee" (all the documents were in Italian, btw).

I replied that, indeed, that's my point (my machine doesn't go higher than 74 degree Celsius).

He then said that since I wasn't satisfied with the machine, I could return it by opening a return ticket.
Said ticket costs 48eu to open... At this point I don't even have a guarantee seeing how they handled the case that I would get a full refund for the machine (as he is only admitting that I'm dissatisfied, and not that the machine is, indeed, faulty).

Steer away from this company.

Please note the amount of 1* reviews and search on experts' forums before making an educated decision on whether to buy from them or elsewhere. No guarantees on the gear you get from them whatsoever even if it's a production defect.

They'll make you pay twice: once for the items and the shipping, and once for returning the non working purchase. It ends up being a very pricey option compared with the competitors.

Update 16.01.24: The seller has replied to my review stating that the problem with the coffee machine they sold me is the supermarket coffee I was using (bear in mind that this specific machine only comes with pressurized baskets, which are designed precisely to use this kind of pre-ground coffee).

The videos I sent show that the water doesn't reach the appropriate temperature regardless of the coffee used (I measured it without the portafilter).

Now, the machine is developing even more issues, like all the lights blinking at once and some weird sounds from within the unit. Please note that I use solely RO remineralised water and I've only had this Gaggia for just under a month, so it couldn't be a problem with the water or with the coffee, or anything we are doing on our side.

This machine is defective and we should have the right under the E.U. legislation to return it free of charge for a replacement or a refund, at the buyer's choice. This is not being the case as I'm being asked to "buy a ticket" to return it.

Please also note that I bought this machine from the domain coffeeitalia.ie, which shows an address in Dublin, Ireland, but apparently I need to return the machine to Italy, which is not what you would be expecting when buying from an "Irish" retailer.

Just to clarify: We don't want to return the product because we are not satisfied with its performance. We want to return it because it's clearly faulty and it's not fit for purpose.

quick and good response from the Customer service team

Matteo was quick to respond with support for my query. An appreciated after service support following my purchase last year.

Do not buy from this company. The owner Matteo has lied constantly to me about the delivery of the Ceado e37s grinder I purchased.

I have had to file a Section 75 with my bank to try and get my money back.

If the price is too good to be true then it certainly is with this company.

I experienced an issue with my delivered machine, it was clear that the machine had suffered large impact during delivery and was damaged. Matteo authorised me to attempt to repair the cosmetic damage and try the machine. This rectified the worst of the damage but I was still left with an imperfect machine (I payed for a new one). If you experience similar issues I encourage you to negotiate a potential discount in advance - before wasting your time, the company initially offered a poor discount, and I felt that this was a little too cheeky for the experience. Delivery was super-fast, direct from Italy, using a reputable logistics company.

Your service help me a lot. Fast respond