I've ordered a coffee machine, which was processed next day and dropped to royal mail on the second day. There was no updates for 3 days (for 48hr delivery) so I contacted via website message to ask for them to contact royal mail. They got back after 4 days, with a templated response saying it's on way, it usually takes 1-3 days (I got this message 7 days after it's dropped off) and I can track it via a link. They wanted me to contact royal mail and do a follow up, which I've already tried, after 25-minutes of waiting on line, I've told that sender should contact them. I reminded them they are responsible for the delivery (under consumer rights act 2015) and asked for cancellation if there's no update in tracking in 2 days. They got back to me after 2 days, saying they'll check with royal mail. I called them a day after, they've told me they'll contact logistics department and get back to me. If the package is lost, they can refund me in 5-14 days. I've asked them why it's too late, and they've told me since I've just asked now, it'll take time to process. The support on call was not aware of any communication. It looks like they don't add any notes to orders or communication between customers. I'll avoid at all cost. It's better to just buy from a shop or amazon. Update: I didn't get a call back. There's still no update on tracking. I've called them after 3 days to follow up and requested my order to be cancelled and refund again. They've told me they cancelled it and return my money back in 14 days. However, the website still show my order as completed and there's not email/text update. I'll open paypal dispute as a last resort, as it looks like they just keep stalling, I won't be able to get my money back.

At a loss with the poor customer service I am experiencing from Coffee Friend UK. I took delivery of a Nivona Coffee Machine 3 days ago which is not fit for purpose. It’s incredibly noisy, continually cleaning and the drip tray has to be emptied after each coffee made as it’s full from being required to clean. I’ve spoken with Coffee Friend on numerous occasions who offer no customer service, option to return or repair. I’m asked to upload a video each time I speak with Coffee Friend, and have sent over 10 videos in two days. Coffee friend have customer escalation process, and offer no return option for a faulty machine. I will be raising with trading standards and contacting their UK Sales Director for support.

Delivered the requested product in a timely manner and at a good price.

Well, I bought my nespresso coffee machine from a website that has co.uk web address but turns out my nespresso machine was intended for another country so none of the vouchers work in the UK and it was sent with a plug adapter too. Disappointing. In addition, at first, I couldnt register it with nespresso uk because as far as they are concerned I didn’t buy it in the UK! Luckily using the live chat Nespresso were able to help me. But the vouchers are useless as they are intended fur Lithuania and Estonia only. If you google Coffee Friend it shows as being registered in harrow, uk so why are they selling machines intended for the European market? Friggin annoyed. 😡

Very efficient, straightforward ordering process, no problems encountered at all. Competitive price.

Bought a brand new Lelit Bianca which arrived faulty. The customer service team is doing everything they can do not to take the machine back. I've had to take pictures and video of the fault three times demonstrating the same fault. Each time the customer service team suggests its a calibration issue and asks me to take another video. I've sent them videos from lelit's youtube channel of the how the flow paddle should operate, video demonstrating why it does not work on my machine, and told them which part is broken for the repair/warranty. I would avoid using this company. EDIT: They sent the wrong parts. Its been around a month and I still do not have a working coffee machine – despite spending more than £2k.

Fast delivery, and good quality coffee machine!

I purchased a coffee machine and retuned it following their return policy, but I've yet to received a refund. No one has reached out!

Had a problem with water heater not heating . This company is top in customer service they replaced the unit with no fuss. Well done coffee friend

So far, they’ve left me waiting whilst they sit on my returned package and it remains unopened, unchecked and unprocessed. It has been one week now. Since the tracking shows as delivered. If they were busy then I could understand if they maybe left it until the next day to get around to it, or maybe two days at the very most. Anything more than this is unreasonable and shows a badly run business. I can’t even fathom running a business with one week + old parcels just left lying around and not even opened up yet. Not even an apology which wouldn’t cost a thing. I didn’t even get a message to say I’m sorry we were unusually busy, or I’m sorry I don’t know why it’s been sat there for an entire week and not even opened and checked yet. I’ll update this to a more satisfactory review when I finally get my return processed. I see your apology here on this public page, but it wasn’t mentioned in any meaningful communication to myself via email. I’ll update my review. To a 3 star on the basis that your refunding and that you found my item… I would have rather just deleted my review, but I didn’t even get a sorry to my email. Interesting how I only get one for the benefit of everyone else’s opinion.

Responsive customer service and great product at cheap price

Customer service was good. Item is okay, but it wasn't clear to me that an adapter would be sent to accommodate the plug for my country. Pleasant experience

Good service. Prompt delivery and kept informed from courier.

Honestly pay a little more and shop on amazon, John Lewis etc and if anything goes wrong you know they will fix it quickly. We ordered a coffee machine from coffee friend it arrived smashed. Had to email photos etc to company. They agreed to replace smashed part. But this was going to be 8-10 days. They promised to send a couple of complimentary cups as an apology too. Fast-forward 3 weeks I had to contact them to see where my replacement part was. It eventually arrived 13/6 original delivery of broken coffee machine 21/5. We were also told sorry your not getting cups any more, your getting chocolates. They sent 2 bars of Christmas chocolate that expired the same day as delivery.

Fast delivery and great price for Miele accessory. Highly recommended