“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.”
