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Never sign up for their subscription service. Their customer service is absolutely terrible. You can't manage or cancel your subscription because the website keeps having issues. I've called multiple times during business hours with zero answer. I'm stuck listening to awful hold music for hours before getting disconnected. Now I've got way too much coffee piling up. Still haven't gotten this fixed.

Received a broken coffee machine and sent five emails over three weeks with absolutely no response. Talked to the customer care team and was told I only have seven days from purchase to return something, even if defective. I pushed back that I'm entitled to a refund or replacement for faulty items and the representative kept repeating no after seven days. She said she'd escalate it then hung up. A week later I haven't heard anything. Never dealt with such an unprofessional and unfair business in my life. Total waste of time.

Still waiting four months for a package to show up and also for a refund from being charged twice. Every call the agent recognizes me and says it needs to go up to someone important in Italy since they're calling from another country. If you're an Illy fan, just grab it from a physical store or Amazon. The company has no idea what customer service means.

My machine has been broken for three months even though it's still under warranty. I've sent over a dozen emails and called five different times, but I still haven't gotten a shipping label to send it in for repairs. This has been the absolute worst online purchase I've ever made. I ended up buying a coffee maker from someone else already.

Ordered and paid for my coffee over six weeks ago and it still hasn't arrived. Tried calling but they hung up while I was going through the menu options. Sent an email to customer service with my order information and haven't heard back. The coffee quality is great, but I won't be ordering directly from them anymore.

Spent money on an ESE pod machine that doesn't work. I went ahead and cleaned it for the holidays using the instructions in the manual and some online tutorials. Now it won't do anything at all. When I called, they wanted me to send videos showing what I was doing wrong. I'm not inexperienced and the machine simply isn't functioning. The rep had me go through steps twice more, still nothing. Now I'm waiting while they contact an engineer. I just want to send the whole thing back since it's not working properly and the cleaning system is broken.

Wish I'd checked the reviews first before getting the ESE machine. The coffee itself tastes fine, but I'm really unhappy with how limited it is. No way to adjust temperature and you can't control how much coffee comes out. A Lungo should give you way more than 50ml. I reached out to support and they sent videos, but they were for a different model. They asked me to film myself using it, then just stopped responding. Really frustrated I can't return this.

Shop Illy is fine for getting basic coffee and some accessories like cups, but anything beyond that is a bad call. I purchased an X1 machine on June 17 and it looks nice on the surface, but honestly it's pretty poor quality for the price. The thing works inconsistently, sometimes it brews okay and sometimes it just dribbles out everywhere. You can't set the volume or temperature since the machine won't hold settings despite what their manual says. When I asked in late June how to take off the plastic piece on the portafilter for cleaning, it took weeks to get a response that just said yes. Come September 23 I filed a support request for these issues and after another long wait, they basically tried to dismiss my concerns. The answer was insulting. An X1 costs over £600 yet they won't help like they would for a dishwasher that costs a fraction of that. Would you really buy a machine from this company?

This company is all about making money with no regard for how they treat people. Their customer service team acts like scammers. No refunds, no callbacks. They charge subscriptions whenever they feel like it and the customer is always blamed. I'm switching to Lavazza instead.

The customer service is absolutely dreadful. I reported a problem which they acknowledged, but it took forever. They asked for videos of the issue and I sent them right away. After a week of total silence I followed up politely. Still nothing after five more emails and two weeks of waiting. Still no response or confirmation of anything.

Something feels off about this business. I got a subscription to their coffee but noticed Amazon had the identical product for £2 less including free delivery. I canceled right away. Four weeks later though, an email showed up saying the coffee was shipping to me. They also charged my account even after I dropped the subscription.

Machine quit working after just three days. Customer service doesn't exist. My problem still hasn't been fixed. Absolutely terrible company. Don't waste your money on them.

Excellent quality and works perfectly every time.

Love this coffee so much. Great quality and taste.

Their customer service ranks among the worst out there. Phone wait times easily stretch 30 to 40 minutes before you get sent to voicemail. Plus their website has been broken for days now. They push subscription models for regular coffee shipments but then don't actually manage your account properly.