Gaggia Service UK - www.gaggia-service.co.uk

8 month and our coffee machine is still broken. Unresponsive, unreliable, unprofessional service with a really poor customer service and a rude manager

Avoid at all cost

Worst company I have ever experienced. Gave up trying to get my Coffee Machine back in 2018 after paying £344 and £190 for two repairs and getting ANOTHER bill for £263 when I thought it was guaranteed after they'd 'repaired' it.The person I dealt with refused to return my machine unless I paid the £263, for a machine that broke down two weeks after he'd tested and fixed it! That is £797 in repair bills. His Customer Service and attitude is comically bad (see his Basil Fawlty style replies). They do not guarantee repairs on your machine, only parts - he will say it is a 'different' part every time, to extort more money from you. Pray you speak to the other person, at least she is pleasant. There would be far more complaints on Trust Pilot and elsewhere, if their name was Gaggia Repairs. Search Google for 'Italian Imports SRL reviews' to see many more unhappy reviewers on Trust Pilot, Yell, Google, etc

Parts ordered never arrived despite chasing the delivery three times. They even hung up on me. Utterly woeful company.

Similar experience to others on here, although I was told by a lady who answered the phone that she was the boss and not another man.

The list could be so long of all the problems and bad service, really almost too Fawlty Towers like to believe.

Having given up, agreeing to pay carriage both ways and have no work done (after many weeks none had been done) and my machine returned. I then received an invoice for a full service, work done and replacement parts.

Following a furious phone call my machine was eventually returned, I have since had it serviced and repaired elsewhere - the service had never been carried out and the work that has been done to repair the machine is totally different to what they claimed to have done.

Shame on you.

Terrible to deal with and ridiculously expensive for the service received (almost cost a new machine). Plus rude and arrogant when I called to complain the "fully serviced" and "repaired" machine wasn't working properly - even after returning and waiting weeks for the repair to be repaired, it still has problems (which they had said would all be fixed with a full service - ha!). Also, be aware, the proprietor is generally aggressive towards anyone posting negative reviews (and has frequently threatened legal action against them). For quick service and hassle-free repair: avoid!

A six week nightmare that left me £100 poorer and my coffee machine still broken.

3 weeks to get a quote which was £90 more than a replacement machine and much more than twice what any other UK company charges for the same repair.

Another 3 weeks to get my machine back, and only then because I called and emailed several times a day, almost every day.

Invoices with wrong and bogus charges -more than twice what I should have paid based on their website charges

Incredibly rude and condescending service if and when you can get anyone to respond to you

As frustrating an experience as I have ever had. I'm sure any positive reviews on here are bogus

Glad I found this company Gaggia-Service and very surprised at the bad reviews as I found everyone at Gaggia very helpful and friendly. They collected my machine in London door to door service did not even have to pack it up they bought a box with them for me to use. They took my machine away the next I received an e-mail saying it had arrived at their location and how it was logged into their system under my name, that was on the following Monday. It took four weeks from them collecting, servicing, and returning my machine. I was not upset by the length time I did look on their website and as I am an educated woman I have the sense to realize they do not only come to London to collect machines for repair, they cover the East coast South coast West coast and North. I also read on their site what they do to the machines, as I have a rather large machine it even shows the inside of the machine quite technical.

I happen to know three of the people that wrote bad reviews about this company, one never had her machine repaired by this company she changed her mind after having it collected, then was mad at them for having to pay for the collection. Another one loves her machine told me the coffee never tasted better she was just mad that they did not keep posted daily about her machine. The other one is a man he dose not have a coffee machine he is a door man that got into trouble for not being at his post to hand the driver a tenants coffee machine, so to pay the driver back he posted a negative review about this company.

I have nothing but great things to say about them and after reading some of these posts, it is not very difficult to read between the lines. I think most of these negative post are mainly disgruntled people that have nothing better to do. So glad I did not pay attention to them and I gave this company a chance, I did the right thing.

I wish I had read the reviews of other people warning about how dire the customer service of this company is. My experience is very similar to the other feedback here. Only use this company if you have money and time to waste and enjoy having the phone hang up on you.

Their customer service person suggested I was lying when I pointed out there is no mention of a London surcharge for collections and deliveries on their website.

Truly incompetent service!

DO NOT USE THIS COMPANY!

They originally agreed to collect my machine on the 29th November but cancelled that afternoon and rearranged for the following day. After over an hour of angry calls from a delivery driver who was complaining at me that his SAT NAV was sending him to the wrong address they finally collected my machine on the 30th November.

The next time I heard from the company was on the 5th December confirming they had received the machine. I heard nothing back and chased them on the 11th asking if there were any updates and received a response straight away from that the machine had still hadn’t made it to the workshop. I responded and asked how long it usually takes for a diagnosis and I received no response. I chased again on the 18th and again no response.

When returning from Christmas and still hearing nothing from Gaggia Service UK I emailed on the 2nd January asking them to return my machine as I hadn’t had any news in over a month, after reading several other negative reviews online I started to fear the worst. I received no response to my email of the 2nd January so I followed up again on the 3rd January to which I received a reply from a gentleman. With no apology for the lengthy delay in responding to me I was told their office had been closed over Christmas and they could send me a quote tomorrow or return my machine to me. I said that as long as the quote is received tomorrow that was fine.

I was sent a quote for a service on a Gaggia Platinum for £198 even though their website clearly states that such a service is £125, I decided that it was not worth spending so much on such an old machine and asked them to return it. I was then asked for £50 to return the machine, I was obviously agitated to receive such a slow service and a lack of transparency and be charged for the pleasure. I told him that I believed the slow service and hefty charges were a cynical ploy to ensure that they won the Job, I told him I was unhappy and I would write a review to highlight the problems I had experienced.

Then he said would not work on my machine due to the threats I had made. It wasn’t a threat it was an honest warning that I intended to review the service and would take legal action against me! I was amused to be honest and sent him my solicitors details, he then went on to threaten to sue me and my company! On what grounds I am not fully sure. Since his threat of legal action I have asked him on 3 separate occasion by email how I send him the £50 to return my machine and he has said:

We will not deliver your coffee machine until this matter is resolved with your solicitors.

I then confronted him that this was obviously not the first time he had delivered a bad service:

On 4 January 2018 at 10:33

Looks like I’m not the first! Did you sue all of these customers as well?

From: Gaggia Service

Sent: 04 January 2018

Yes we did take legal action against some of these people and we did win, we will do the same with you and your company. First of all you were angry because we had a Christmas holiday. You also had a Christmas holiday. We sent you a quotation and offered to repair the broken parts with no charge approx. £50.00 You declined the repair. There is a collection and delivery charge due, if you sent the coffee machine via courier you would have had to pay for the service. Our van collected the coffee machine our website it list the charges. I suppose you did not bother to read the terms before ticking the box. Do you think the collection is free.?

You then asked us to repair the coffee machine and threatened to post damaging and slanderous comments regarding our company. We informed you that we would not repair your coffee machine under these threats. Who is being unreasonable here ? You are now spending time to find anything that you can use to justify your actions. Don't you have anything more productive to do. ?

I would like you to supply us with the name of the managing director by return failing that I will personally visit your company next week

am not sure what a my company has to do with this as it was totally personal booking which I made but I sensed a threatening tone by someone saying: I will personally visit your company next week.. Let’s hope he turns up with my machine!

Joking aside this company should be avoided at all, I am also contacting trading standards and the police as they have essentially taken a £950 coffee machine by refusing to return it. I have reported them to trading standards and been forced to start a legal claim to have it returned via the county business centre.

I am positing the full correspondence between us below as it was all in writing, you can make your own mind up if this is the way you want to be treated by a business.

This firm offer an acceptable deal: the machine is collected, serviced, and returned to the customer within three weeks. Trouble is, the firm doesn't do what it says it will. Three weeks after the collection of my dear old Gaggia Classic I contacted Gaggia Service to be told the machine was beyond economic repair. They offered to make me a new one for £275. They explained that the newer Gaggias available online are inferior to the old ones because Philips (which took over Gaggia) The firm say they can get the original interior parts from the firm which used to supply Gaggia. This sounds fine - until the time comes for your 'new' machine to be delivered. Nothing comes. You telephone. You are told it has been sent by courier. It doesn't arrive. You email. Nothing happens. For a full week. You telephone again and get a long explanation about their supply and courier problems. You extend the deadline. Nothing comes. I cancelled my order with them and bought elsewhere. A real shame.