Coffee Friend
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Got it right the second time
The machine I bought was faulty so I wanted to return it. I sent pictures, which were ignored for a few days before I phoned Coffee Friend and they agreed it should be returned. The returns process was painful - I was also expected to take the machine to the post office for collection, when I had no access to a vehicle and the machine weighs about 13 kg. I did not once receive a reply to emails and phone calls without following it up myself (automated responses say you'll receive a reply in two hours; I waited two days before emailing/phoning again). The impression I got is that the call handlers have little idea about what goes on at the distribution hub, and vice versa. After about 3 weeks, the process ran its course and delivery of a new machine was arranged. It arrived a few days later and I am happy with it. But I won't be in a hurry to shop there again.