“Broke after 1 months use. Bought a bean to cup machine for christmas and didn't gift it immediately so was out of their 30 day replacement period and had to follow their repair process for their full warranty period.
Customer services have arranged it to be repaired, but in doing so we have to find a box to package it up, buy adequate packaging (otherwise warranty isn't valid). Collection is on a set day between 9am-4pm, so have to stay in for a day. Will not have a coffee machine for up to 10 days. And have been told replacement components have a 1 year warranty on them (despite the product having a 2 year warranty. Have queried this with customer services and no response.
Was given a 5% discount voucher for future purchase on the inconvenience which doesn't start to cover the inconvenience and based on my experience I don't want to give any more money to DeLonghi.
Previously only bought coffee machines from Nespresso - a fantastic company with great customer services. No packaging for returns required (even up to the end of the warranty period), temporary coffee machine provided whilst repair works done. MUCH BETTER customer service experience.
Will see the outcome when/if De'Longhi fix the machine, but currently would go straight back to Nespresso and never buy from De'Longhi again as it currently stands. This is a shame as actually the product was ok until it broke and I received such poor service!”
“I have a Delonghi Dinamica fully automatic coffee machine- the manual says it needs to be descaled every 2-3 months based on use. We make 6 cappuccinos a day and need to descale every 2-3 weeks. You have to chat with a service person, he told me to send the machine in to be checked, I packed up my machine but never got the shipping lable- chatted with someone else who told me the issue is I make too many milk drinks- its a cappuccino machine. They will not take it back to look at it, they closed the ticket and did not respond to my email- $1400 for this? Go buy a Jura”
“I have a Delonghi Dinamica fully automatic coffee machine- the manual says it needs to be descaled every 2-3 months based on use. We make 6 cappuccinos a day and need to descale every 2-3 weeks. You have to chat with a service person, he told me to send the machine in to be checked, I packed up my machine but never got the shipping lable- chatted with someone else who told me the issue is I make too many milk drinks- its a cappuccino machine. They will not take it back to look at it, they closed the ticket and did not respond to my email- $1400 for this? Go buy a Jura”
“Hi, I used to use de longhi for years but recently bought the Dedica maestro expresso machine,,then I did register with them for the warranty,,
Now machine is broken just makes noise
But nothing, no coffee neither water come through.
I contacted customer service over an hour on the phone and they didn’t answer,, so I sent them an email and no one responded..
I’m done with them,,”
““Zero Accountability, Zero Communication”
This case is associated with the following ticket IDs:
7343470, 7378364, 7361966, 7406562
I ordered a Dedica Maestro Plus on 13 January and received a machine that was clearly not new. De’Longhi then missed multiple collections, ignored my formal complaint, and repeatedly hung up on me while transferring my calls to their complaints team. Even after the machine was returned, there was no communication, no resolution, and no accountability. One of the worst customer service experiences I’ve ever had.”
“The return policy for this company is insane and not clear on the site at all.
The customer pays return shipping, which is totally fine. But the company does NOT provide a shipping label for the customer so when you bring this giant ass heavy machine to UPS, you're going to pay easily over $100 to return this thing, when the HIGHEST rate on their site that's for NEXT DAY SHIPPING is $69.99.
But ground shipping to return is over $100 because the customer is at the mercy of whatever the shipping service charges them.
They refused to sell me a shipping label and claimed they aren't capable of it. I don't understand how this is the policy. It makes no sense. I tried to cancel my order before it shipped to avoid shipping back (before I even knew THIS is what it would be like) and they couldn't do it in time (I messaged a day after I ordered, they responded a day later, then responded 5 days later saying sorry it's shipping). So if you're buying anything from them, make sure there's a 0% chance you'll return, or you'll be out of luck and out of $100. Insane.
Legit will never buy from them again and I actually like their machines. The best they could do is allow me to return it after Christmas ends so I can avoid the 20% upcharge UPS does for holiday shipping.”
“I purchased a DeLonghi Magnifica Evo bean-to-cup machine around 17 months ago, costing £550, and the experience has been extremely disappointing. Within just a few months of ownership, I contacted DeLonghi because every milk-based drink (latte, cappuccino, etc.) consistently came out lukewarm.
Since then, I have contacted DeLonghi at least eight times. They sent me not one but two replacement milk containers, neither of which resolved the issue. They then walked me through all the cleaning procedures—steps I was already doing regularly—and again, nothing changed.
I eventually returned the machine for servicing, yet the problem still persists. Milk drinks remain lukewarm, clearly not up to the standard expected from a £550 machine.
What has been even more frustrating is the atrocious customer service.
My emails have gone unanswered.
Yesterday, on the live chat, I was told I would receive an email to which I could reply with a video showing the temperature issue. That email never arrived.
When I returned to the chat today to explain this, the agent simply closed the session.
I have also attempted to call DeLonghi directly, but I cannot get through to anyone.
For a brand as well-known as DeLonghi, this level of service is unacceptable. I am extremely frustrated by the lack of support, the lack of accountability, and the inability to resolve a long-standing fault with a premium machine.
I expect DeLonghi to take responsibility for this ongoing issue and provide a proper resolution.”
“New Delonghi Dinamica ECAM 350.35.SB full automatic coffee machine, ordered on July 9th via Delonghi.com was delivered after 6 days instead of the promised 3 days and upon arrival didn't function (screen showed: "LINK FAIL ECAM23 RESTYLING...") and didn't react to any buttons. A lot of hassle to obtain a new coffee machine covered by the warranty as I had to call Customer Service, issue a return request, repack everything, bring it to a UPS drop off point. 3 days after having raised a Customer Service ticket and 1 day after the product had been receipted at Delonghi, I still had no reply from Delonghi and had to call back Customer Support, who confirmed me I had to be patient for a few more days as they have to follow the procedure which normally consist of doing a reimbursement and that sending a new replacement machine is an exception procedure ... I'm not happy that 9 days after having ordered and paid for a coffee machine I have to be patient " a few more days" and then potentially have to restart the whole purchase procedure again.”
“I bought a coffee mill, which broke a day before it first’s anniversary.
Now I’m trying to get the customer service work with me, but if they want !?
I send a film which show that mill is broken. Yet they wanted more films. Yet first shows exact problems.
They ignored my numerous emails, for replacement!?!
I will never buy their products ever again, especially at Wallmart as they have only 3 months of protection!!!”
“Do not purchase the EC 155 ,it's short base from filter to tray will not let you put a cappuccino cup under it . Tech support suggested I pour expresso into frothed milk . Can you believe it, Italian company don't know how to make Cappuccino.”
“Bought their ESAM 2800.SB Bean-to-cup coffee machine a month ago. Not only is this a versatile machine but it was a very reasonable price, came with a comprehensive guarantee and was delivered superfast.
It also makes a brilliant cup of coffee....”
