DarrenP

Jun 9, 2025

Terrible !!!!

Terrible ! Where to start with this outfit…. I returned a coffee machine that wasn’t working properly. Both myself and my wife tried with it and had differing outputs. No milk coming out one time, no coffee another. Not their fault but went through the rigmarole of Aug I g to say would pay if nothing found, sending in videos then pictures of how I packaged it. Overkill but I get it. I e mailed in daily to get updates and was told to check website. Nothing for several days. I checked with the courier and it stated the machine had been sent to an address in Stockport and the photo looked like someone’s doorstep ! I rang in and was told all was ok and it had been received. Over a week with no update at all. I asked for the owner or senior managers e mail and was told it wasn’t given out. More days passed then the site said it had been received and was in a queue. Several further days passed and was sent a video and told there was nothing wrong with it and it would cost me £35 to return. I agreed but £35 !! I told Simon and others there I had lost confidence in the brand and wanted another machine. No can do as nothing wrongI was told. After several further days the machine was returned. In the interimI bought a delonghi (this one is gaggia) direct with money off and free glasses. The gaggia will be sold privately. Having been in customer service for over 30 years, running my own business successfully for almost 15 years I have found dealing with this firm infuriating and unacceptable to deal with. My advice- use another firm for your coffee and for coffee machines. Towards the end I was then given the guys e mail address to write to - why I couldn’t have that before I don’t know but I won’t be wasting more time on this firm. Poor is the best I could say.