Shop Illy Reviews 

Illy shop (illycaffè) is ok if you buy coffee or accessories, like cups and mugs, but, as I learned, it is very unwise to get anything more than that from these people.
I bought an illy X1 coffee machine from illy on 17 June 2024. It looks good, but frankly, it's a piece of crap made in Spain.
The machine operates randomly, it sometimes brews coffee ok and other times it just dripping it out. You can't set the volume of dispensed coffee or its temperature because contrary to Illy's instruction, it doesn't remember the settings.
In late June I asked how to remove the plastic insert from the portafilter to clean it, after several weeks of chasing I received an answer saying: "Yes, you can remove it"! On 23 September, I contacted illy customer services, raising a support request for the aforementioned problems, again, after a long wait, I received a reply trying to talk themselves out of the problem. Frankly, the response was an insult to one's intelligence. Illy X.1 is sold for over £600, if you buy a dishwasher for £200/£300 they send an engineer out to address problems but not these fools. DO YOU WANT TO BUY ANY MACHINE FROM THESE PEOPLE?

Atrocious customer service. I'd avoid Illy if you can. We were attracted to buy a coffee machine through them as they're a BCorp and the machine we purchased said it had eco credentials. However, when our machine broke down, we went through three months of a combination of lack of contact from them, supposedly fixing our machine 3 times but sending it back with the same fault, and then they did eventually replace the machine, but did so with a different machine that they were offering for free at the time, even though my machine was still available!

Having given them many, many opportunities to do the right thing and engage with me to fully resolve the issue, I will be reporting them to the BCorp organisation as well as the relevant trading standards organisations. Unacceptable.

Like so many other customers here, I have had a deeply frustrating time trying to get a response from Illy customer service, after a second coffee machine malfunctioned. Despite numerous emails absolutely no response. If they spend even a fraction of their marketing budget on helping customers whose machines have failed these reviews would be different. But at present my advice is avoid this company at all costs. Their machines are not robust, seems to be cheaply put together and when they fail you will get no support.

Illy run by greed and negligence
Shame on illy that is allowing people from costumer service or scam artists treat costumers like that
No refunds No call backs The subscription they charge you when they want to and costumer is always wrong Go to Lavazza

Avoid at all costs. After almost a year and half of having a damaged coffee maker still no response after numerous emails and phone calls. This company is a scam do not order I repeat do not order anything with them. Will Rob you.

It appears I am not alone with subscription problems - DO NOT sign up for a subscription with Illy.

They have overcharged me for the order, not provided the advertised free gift, and denied all responsibility, not replying to emails. When I called to try to get it resolved, the agent acknowledged a system error, but said she could still not resolve the overcharging for me. A simple partial refund is all that is needed.

I have raised a dispute via my credit card provider and warn others to steer clear of this brand.

I have placed multiple orders without issue; then all of a sudden they cancelled an order with no explanation. Now they say they have shipped the product and nothing has arrived and the tracking states the label has been printed with no receipt from FedEx. This is nearly a month. I have called customer service and been hung up on three times, no response to emails.

Horrible customer service and not worth it.

customer service is dreadful. Reported an issue which was initially acknowledged albeit slowly. Illy requested some videos of the issue of which I instantly provided. After a week of no response or acknowledgement I politely chased up. Ive still had no response or acknowledgment 5emails later and pushing on for two weeks now since reported.
Just in case anyone from Illy reads to save you asking for more details .. heres the case no. 02008000001611

Illy coffee are rubbish. I opened a tin of their coffee, only to be covered head to toe with coffee power, which went into my eyes despite wearing glasses (and all over the kitchen, with my dog lapping up the dry powder from all over the floor).

The brewed coffee tasted AWFUL - eggy and very sour.

I retained the tin and rang their customer care line, and was instructed to send photos of the tin, best before, batch no etc and the ring pull, which I did. I then got told there was no problem and I was mistaken - and offered a "free tin" if I went onto their website?

I told them they were welcome to test the tin and contents and I would be happy to send it to them, but they weren't interested.

Obviously really concerned about the quality of their product and the safety of their customers....

Lavazza for me from now on

A very suspicious company. I subscribed to coffee. Then I discovered that Amazon was selling the same coffee for £2 cheaper, also with free shipping. I canceled the subscription. After four weeks, I received an email that the coffee was on its way to me. Money was also debited from my account, even though I withdrew from the subscription.

I have been a customer for a couple of years. I was attracted by the offer of a "free" machine if I bought an offensive amount of coffee. Once that ran out I placed another big order. That has come to an end and I decided to start a subscription. I began on 30 April and my first subscription order arrived on 3 May. On 10 May they emailed me to say my next subscription order was being prepared for despatch on 16 May. When I checked my account on their website I saw that the subscription was activated on 16 April. I emailed them without a response so far. Smacks of a con to me. Also, their website is awful. They must lose so many prospective customers who can't work out how to place an order.

illy customer service might be sheltering in a bunker somewhere, the amount of criticism they are getting at the mo but i have to thank them for helping me. Doing coffee, cafes and machines on a global scale is a bit like mcdonalds also selling bicycles and sportswear, perhaps they are spreading themselves a little thin. My experience, albeit limited, is positive, not being an expert on electronics my report is my best guess. i bought the piero lissoni designed milk frother back in November '23. In April '24 it developed a fault and began to draw too much power from the circuit, causing the circuit breaker to shut off the electricity. My first email was likely to the wrong department, sales, my second move was a phone call that was answered promptly by a real person who seemed concerned and said they would look into it. A few days later they arranged for a replacement to be delivered, so as i write this i enjoy my first frothy coffee in a week, and for that i thank those at illy in the UK.

After 3 days coffee machine broken... customer service 0 star... still not sorted out my issue.... runaway... do not spend any money to illy.....

After 24 (yes, twenty-four) YEARS of being a loyal customer, we are finished. I lived in Italy for 3 years decades ago, so wanted to have the taste of Italy at home. My one splurge was having Illy delivery, starting in the year 2000. Over the decades, and living in numerous states all over the U.S., we've purchased beautiful Illy machines, espresso cups, mugs and saucers, and have told friends and family how wonderful this product is. We've used pods, ground coffee and whole beans in a variety of machines and recipes. However, in the past year, we've had orders that have had numerous pods malfunction (AKA no espresso; that includes 5 this morning), and several orders with missing canisters. We've reached out and had ZERO response.
We're done. No more. It will be Lavazza and a Moka pot for us from here on out; after all, we find those in every place we stay throughout Italy.
Arrivederci, Illy.

Customer service is probably one of the worst. You can stay on the phone for over 30-40 minutes, nobody answers, it goes to a voice mail after all that time. Their website has been with problems for days.

They want you to have a subscription for regular deliveries of their coffee. However they don't service the account!!

The worst customer service ever, I never saw a stupid company like illy
You are losing a good customer shame on you

I love Illy coffee, the illy staff are always pleasant but powerless to sort out delivery problems.
For the forthtime I’ve been told my delivery is on its way , then it’s only 30 min away next message could not deliver. Total rubbish. Unfortunately I have 2 illy machines that I think are good but now considering changing due to continuous delivery problems . Delivery not been sorted dispite problems for at least 2 years. Can’t recommend Illy

Don't get a subscription. They constantly sent my deliveries to the wrong address, it took ages to sort out, each month they would manage to input my address wrongly so DPD would either end up lost or just leaving it at the wrong house. Appalling customer service, they never reply to emails so you end up having to call them, and then the level of nonchalance is stunning. Decent coffee, but not worth the aggravation. Get a proper espresso machine and buy your coffee/beans from a shop.

My machine stopped working in July. It cost a packet as it was an anniversary edition. It took many emails and a few telephone conversations to get them to collect it for repair. That collection was at the start of December and since then I have heard nothing. I don’t know if they received it, they don’t reply to my emails.

The coffee is as good as it gets in my opinion but the machine and customer service from illy has been appalling.

Please think twice before parting with your hard earned cash!