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

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Latest Reviews

★★★★★

“very good service”

Written on: 21/06/2018 by HumbertoDoherty (1 review written)

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… Read Full Review

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★☆☆☆☆

“Prize for worst customer service”

Written on: 31/01/2018 by dopio (1 review written)

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!… Read Full Review

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Stinkyboy2017's Response to dopio's Review

Written on: 02/02/2018

I see we have another mindless individual who likes to criticise us off without justification . I suggest you put your feeble little brain out of the comatose state that it is in. If you drive into London everyone will know that a London surcharge is payable. There are signs posted on every road going into London telling you when you enter the zone. For commercial vehicles it is a lot higher they just increased the charges double, we pass a percentage on to residence in London. we have to pay it and so does every other delivery service.
What is wrong with you ? Your arrogance is bewildering

Andrew Wright

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Customer1977's reply to Stinkyboy2017's Comment

Written on: 05/02/2018

WOW this guy is incredible

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★☆☆☆☆

“AVOID AT ALL COSTS”

Written on: 09/01/2018 by Customer1977 (1 review written)

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… Read Full Review

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Dopio's Response to Customer1977's Review

Written on: 31/01/2018

I am having a very similar experience with these guys too. Dreadful experience to say the least.

My machine has been with them for over two weeks and I haven't had a quote yet or an estimate of when it might be fixed claiming the delay is because their staff were all on holiday over Xmas. They suggested I am lying when I pointed out that there is no mention on their website of a £5 surcharge for courier collections and deliveries in London.

Hanging up on customers is not going to win them any business from me. Just like the OP, they have tried to charge me nearly £50 for the privilege of returning my machine back to me. Seriously bad customer service. Avoid unless you are prepared to waste your time and money!

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Stinkyboy2017's reply to Dopio's Comment

Written on: 03/02/2018

Your invoice was for £27.60 and not £50.00 as you claim. It was your choice to return your coffee machine not ours.
It had been in our possession for two weeks, do you expect us to put you in front of other customers, what gives you the right to have priority over others customers

Andrew Wright

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Customer1977's reply to Dopio's Comment

Written on: 05/02/2018

Hi Dopio,

I feel your pain. I have never dealt with a company like it. By way of up date after writing to them several times to try and pay the £50 return charge and have arrange for my machine to be returned i had no choice but to start legal proceedings which is at more expense (only £35 to raise initial papers). One of their directors returned my legal notice with the note "this company does not exist", after further research and sending someone to their offices i found out that Gaggia Service UK is in fact ITALIAN IMPORTS SRL. LIMITED. They trade from the same address as listed on their website so my legal papers are still valid. Hopefully they will have more to answer to now as they have lied to the court.

haha, you have to laugh.. I just want my bloody machine back

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Stinkyboy2017's reply to Dopio's Comment

Written on: 08/02/2018

GET YOUR FACTS RIGHT

We did not charge you £50.00 we invoiced you for £27.60 What is wrong with you ? can't you add up. It was your choice to collect your coffee machine after it had been in our possession for two weeks.
You wanted to jump the queue in front of others, our turn around time is three weeks for classics
At no time was you called a liar you must be hallucinating.

If you behaved in a civilised manner then we will talk to you. but if you want to behave like an erratic and belligerent individual we won't

Andrew Wright

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Stinkyboy2017's Response to Customer1977's Review

Written on: 03/02/2018

READ THIS SUMMING UP

You failed to put all the correspondence in your post if you had everyone would see your disgraceful conduct behaviour and foul language. you are an uncivilised individual

We do not enter into any dialogue when people behave the way you have. his coffee machine was collected at the end of November 2017. we received an email after Xmas complaining the length of time it took to repair his coffee machine.
I personally contacted him and informed him we were closed over the Xmas period as everyone is entitled to a holiday. this was the first time we closed in ten years.
It would appear that everyone can take a holiday but us. I phoned him with a quote in the amount of £198.00 and as a gesture of goodwill I agreed to give him an additional £75.00 repair free on the damaged parts that he broke. Bearing in mind the coffee machine is 11 years old and in a very dirty condition
His attitude was shameful to say the least, so I told him that I would not repair his coffee machine. But he would have to pay for the collection and delivery charge. I received more abuse from him no matter which courier you use it is chargeable
THAT IS WHEN ALL COMMUNCATION CEASED
He seemed to think that everything in life is free, well as far as he is concerned
If you do not remove your post I will post the entire correspondence. Everyone will see that you are an unscrupulous individual.

Out of 13592 customers we have 8 people who posted negative reviews

1 claims to have waited 2 years for a repair sheer nonsense
3 claim we are over price , we charge the same as our competitors
2 claim poor service and lack of communication but are not specific
1 sent a rust bucket with 3 major defective components we sent a quotation, he claims to have had it repaired for £85 which is ridiculous
The last one is reply to this reviewer's posting

These people who sent posts no nothing about the Gaggia Philips situation or the other service companies who have liquidated their companies due to non payment to Gaggia and inland revenue
Failure to pay VAT results in name changes to avoid payment

So who is unscrupulous ?

We have never filed for bankruptcy or evaded paying vat and we have never changed our name to avoid paying what we owe.

Andrew Wright

Director

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Customer1977's reply to Stinkyboy2017's Comment

Written on: 05/02/2018

There you go chaps! His customer service is there for you all to see. I have never used any abusive language and i have been totally transparent in my comments about the service which i have received. Even if i had been rude are you saying you have a right to take my coffee machine? Delicate flower aren't you.

You lied to a court order saying that the company gaggia-service does not exist and is not known at this address D1/D2 Southglade Business Park. You are based at that adress and you trade under the name ITALIAN IMPORTS SRL. LIMITED so my legal notice till you still stands and the 14 day you had to respond has now elapsed. I will issue a warrant next to have my machine returned and all cost will be added to your bill. I have no idea what his comments about paying VAT are about?

Please put up the full correspondence between us, i haven't as it was too long and i couldn't be bothered to break it down in to several posts.

We are all wrong and Gaggia Service is right! He takes your machine, doesn't respond for weeks and then hits you with charges which are higher than his website quotes and when you ask for your machine to be returned he refuses to return it.

Now you decide if that is the service you want to receive form a company.

Im getting my machine back

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Dopio's reply to Customer1977's Comment

Written on: 06/02/2018

Their full company details are listed on their website. I have contacted the consumer affairs of a national newspaper about their extremely poor customer service and have also reported them to the Citizens Advice consumer service. I have sent my machine elsewhere for repair. No doubt it can't be as bad as Gaggia Service UK. It is clearly not an isolated incident.

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Customer1977's reply to Dopio's Comment

Written on: 04/06/2018

We are now going to court so i shall let you know the outcome. They have continually lied to me and the court so i am pleased this will finally get resolved and hopefully you will get your machines or money back.

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★☆☆☆☆

“Lousy”

Written on: 01/11/2016 by Gage482 (1 review written)

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… Read Full Review

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Stinkyboy2017's Comment

Written on: 02/02/2018

When you ordered your new gaggia classic you were told that there would be a delay as we were waiting for carcasses to come from Italy. You were not billed for the order, we do not take payment unless we can deliver in a maximum of 2 weeks form order. That's why we did not take your money.

You placed your order at the time when Italy shut down for their annual holidays, just so that you know how the ordering works, we place the order with Italy they in turn place the order with Romania. The parts are sent to Italy and Italy send the parts to us. Add to that their annual holiday and you can wait up to 8 weeks. Again it is our fault

It is unfortunate that many of you are unaware of what happens in real life, it would seem that you live in a fantasy world of your own oblivious of what happens in the outside world
When you don't get what you want, you send a bad post without justification
You must be a very unstable emotional individual

Andrew Wright

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★☆☆☆☆

“Avoid At All Costs”

Written on: 28/10/2016 by dgMuir108 (1 review written)

A few years ago, this company used to be good, but everything has changed for the worse. On a previous occasion, they ignored my reason for booking the machine in and returned it without doing the necessary work; it was consequently returned to them under warranty. On this occasion, they claimed that it didn’t have the problem for which it was booked in, so couldn’t fix anything. This was disappointing, but much worse was the attitude of the man who phoned me. He was extremely unpleasant… Read Full Review

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★☆☆☆☆

“Two years to fail to repair a coffee machine”

Written on: 16/09/2016 by ShamarSilva270 (1 review written)

On the face of it this seems like a great company they pickup your machine, give you a loan replacement and then return it to you. Great! However, in practice they struggle to deliver on any promises and lack professionalism in the extreme. I gave them my machine to repair in Feb 2015, took 6 weeks to repair it, and they charged me £600 which had I have been told about beforehand I would have bought a new replacement instead. However I paid on the basis it was like a new machine and would… Read Full Review

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Stinkyboy2017's Comment

Written on: 02/02/2018

You should be truthful. It did not take two years to repair your coffee machine it was four weeks

We repaired the royal cappuccino coffee machine for him the coffee machine was tested and worked fine before delivery.
The customer phoned to inform us that he was having problems, we immediately made arrangements to collect the coffee machine and give him an upgraded royal cappuccino free. He agreed to this, we did this because he had been a customer of ours for 5 years . His coffee machine was 13 years old We learned that he had posted this article on two forums.We contacted him and asked him to remove the postings, as soon as he agreed to do this we would deliver the coffee machine to him. He refused. We told him that until he removed the posts we would not deliver the coffee machine we were not being unreasonable . He then informed us that he had disposed of a perfectly good coffee machine and purchased another one.

This person had been a customer of ours for 5 years, he had a machine free to use whilst his was in for repair, personal collection and delivery service the service we provided to you was better than you would find anywhere

You were in breach of the agreement made between both parties, as far as we are concerned you violated the agreement and had no reason to post your article

Andrew Wright

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★☆☆☆☆

“Whatever you do, do not use this company”

Written on: 20/06/2016 by Mickyo1962 (1 review written)

I have read the other reviews on here, and they all sound remarkably familiar, i'm actually disappointed I've had to award them with one star. My story is a little bit different in that after being ignored by them for 2 months i was then told that they had lost my machine and it was all my fault. Believe it or not, my machine was collected from my house in person??? This was only the start of the debacle as from this point on they did not make any attempt to make amends or apologise, but merely… Read Full Review

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★☆☆☆☆

“Extremely slow ”

Written on: 22/12/2015 by dslinkert (2 reviews written)

First of all the driver could not locate nubbier 12 in a row of houses, had to contact them again and took a week before my gaggia was collected. The more than a month of absolutely nothing until I ran out of patience and emailed them. Got the quote to repair, basically an over inflated price of nearly all the parts plus expensive service Dear Mr. Your coffee machine needs the following; Service £80.00+VAT electrovalve £59.50+VAT Pump £46.50+VAT Switch £46.00+VAT Collection and… Read Full Review

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Dslinkert's Response to dslinkert's Review

Written on: 24/12/2015

got a reply back from this company, apparently I should have know better than to send a "rust bucket" to them. Indeed the pictures they showed my showed rust on the inside which I assume can be wiped off the stainless steel and indeed replace the part. That had amnesia re their driver not being able to find number 12 and surprise surprise no comment on their over inflated prices. Pointed them to gaggia.uk.com have the work done there

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Stinkyboy2017's Response to dslinkert's Review

Written on: 01/02/2018

There are some people who do not give the correct address and if the house has no number but a name, it comes up as a generic post code. There are some names of houses that are not legible or placed in an area where they cannot be seen from the road.
You would be surprised how long it takes our driver to find these houses, in some instances when asked no one knows where these homes are. some people booking their coffee machines in for repair fail to give us any relevant information

You did not get the parts quoted fitted to your coffee machine for £85 no company would do this Are you so naïve to believe that £152.50 worth of parts were fitted for free ? O.H did they pay the freight free also. ? What planet are you living on ? Most intelligent people will know this.
Our prices for service and parts are the same as our competitors go look at their websites.
Don't post lies tell the truth it shows how vindictive you can be. Who are you ?

Andrew Wright

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Dslinkert's reply to Stinkyboy2017's Comment

Written on: 01/02/2018

I see you still do not read very well NUMBER 12 in a row of houses

But on the plus side, good appropriate username and your usual speedy response I see. Only took you 3 years

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★☆☆☆☆

“Very poor”

Written on: 18/08/2014 by Cody205 (1 review written)

Extremely expensive, very slow and not a successful repair. I wish I had put the machine in the bin and bought a new one. Rude and unhelpful staff - I have nothing positive to say… Read Full Review

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Stinkyboy2017's Comment

Written on: 02/02/2018

Hide behind your Ann amity. Who are you ? Weren't you given a quote for the repair ? did you agree for us to proceed ? No one forced you to have the coffee machine repaired. If there were any issues with the repair you had a warranty that's what it's there for. In what way were unhelpful or rude to you ? Or was it you did not like the truth ? were you to blame for your mistakes ? What did you want us to do kiss your rear end ?
Before you criticise and post bad reviews about us ;look at your conduct.

We have 13592 customers a handful of you who post bad reviews the majority can be discarded. or are you another one jumping on the band wagon.

Andrew Wright

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Customer1977's Comment

Written on: 05/02/2018

thank you for the review, i have also experienced serious problems with this company

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★★☆☆☆

“Disappointing service from this company.”

Written on: 04/01/2013 by WullieD20 (4 reviews written)

It would be extremely interesting to find out where existing testimonials for Gaggia Service UK actually originate from…..????? ”Thanks for such a fast turnaround time”. Unfortunately, I don’t consider a four week turnaround time as “fast”, which is the time it took for my Gaggia Classic coffee machine to be ‘turned-around’!! “The whole process from start to finish was faultless. I was impressed with the manner and approach of both the administrative and technical staff”… Read Full Review

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