Avoid at all costs - Shocking customer service!

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Caffè Italia www.coffeeitalia.co.uk
From 2 reviews
50.0% of users recommend this
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scottrel's review of Caffè Italia www.coffeeitalia.co.uk

“Avoid at all costs - Shocking customer service!”


written by scottrel on 25/04/2014

First off, I guess if your lucky enough to get a good machine this vendor may be ok! Unfortunately, I wasn't one of the lucky ones, and having been shipped two faulty machines over the last 4 months, I am still without a working machine, and am still without a refund from Matteo at Coffee Italia.

Matteo has no clue with regards to customer service; he's been quite rude on the phone, hung up on me, been unhelpful and unprofessional via email, and refused to give a refund despite shipping two faulty Quickmill Cassiopea machines to me. In addition he's attempted to charge me for the repair of the second faulty machine which is simply ludicrous! I must admit I also have doubts over Quickmill quality control, the first machine turned up heavily scratched and clearly used. It appears that Matteo is doing nothing more than acting as a middleman with the orders being shipped directly from the manufacturer. This perhaps goes a long way to explaining why the customer service is non existent. To be honest I have to wonder if the machines being supplied are "B stock" or refurbished models, this may be a reason why Coffee Italia's prices tend to be a bit cheaper than their rivals.

I have now put the whole issue in the hands of my credit card company and pursued a 'section 75' legal claim against Coffee Italia. 3 weeks after trying to contact Matteo, and having written to him, the credit card company still haven't heard from Matteo! I think this sums up the whole experience and I would never purchase anything from them again. There are other companies out there that may charge a bit more, but you have the comfort of knowing that they will help if something goes wrong. Thankfully my credit card company have now agreed to provide me with a refund.

Don't believe the positive reviews on other similar websites, this review was also posted on them too, but was removed upon request of Coffee Italia. It seems that this company only tolerate positive reviews and work with some of the other review websites to ensure that they are seen in a positive light despite woeful customer expereineces and a complete disregard for their customers.

Do business with this vendor at your own peril, undoubtedly the worst retail experience of my life! Coffee Italia and Matteo set a completely new benchmark for me to measure bad customer service by!

  • 1 - 6 months

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  • Service & Support

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