Simon B.

Purchased a refurbished Gaggia Cadorna Prestige from Cafe Italia. What a mistake that has turned out to be.
Appliance turned up not very clean but in good condition and delivery time took a week so that was fine.
After a good clean, I set it up and it made a great coffee, unless you need to use the milk frother. Upon first use of a milk drink, I noticed it has a fault regarding the quantity of milk it produces. It gives a lot less than the amount the machine states ie gives 200ml when 300ml requested.
I contacted Cafe Italia and got a reply quite quickly. After several emails telling me to try different things, none of which worked, I was told to contact UK dealer. Matteo at Cafe Italia tried to convince me that it was something I was doing wrong despite me supplying a video. However UK supplier determined the machine is faulty. This was all done within 14 days of receiving it. Possibly it's a firmware issue but could be steam pump, can't tell without looking at it but it will cost £40 carriage. I agree faults happen but when it's delivered faulty, its repair should not be at my cost at all. After contacting Matteo again, several times as he ignores you, he refused to cover the cost of getting it looked at but did offer a return which I accepted immediately. He also said the machine isn't faulty, just needs a firmware update, but no one knows what the fault is as it's not been looked at. He stated as it was supplied UNDER COST that's all they will do! A reconditioned machine is 2nd hand so it should be UNDER COST but should not have any faults, of any nature, and should be up to them to cover full cost of repair. Under their terms and conditions, it should have been replaced as faulty within 14 days but not even offered to do this.

Despite Matteo offering a return and refund, he now again just ignores all emails and requests to give the return needed. I'm stuck with a faulty machine that they want me to pay for a courier to get it looked at.

It's just complete silence from them now from both email address they use.

Good luck using this company. Their customer service is absolutely terrible and they will just ignore your emails.

Reading other bad reviews, and from my experience, their standard practice is to ask for bad review to be taken down so they don't have to answer complaints. If that doesn't work, I expect their usual defensive reply whereas I've been supplied 'a reconditioned machine UNDER COST and in perfect working order'. Not once have I seen, sorry we have handled that badly we will sort it out and then follow up and they do what they say.

Those giving 5* reviews, I hope you don't have any issues or you will be joining the 1* club with this company. I can verify all of this if needed.

BUYERS BEWARE OF THIS COMPANY. Wish I'd read the reviews first