I placed an order for a Delonghi coffee machine on 25/12 and wrote in to cancel the order on the morning of 26/12. The company wrote back to me on the same day asking if I could reconsider my cancellation if they offered me a 10% discount but I replied immediately saying no thanks. To my surprise, they still dispatch my order the next day despite receiving and acknowledging my cancellation request before dispatch day. I received the order on 28/12 and returned it on 30/12 in the unopened package as it was received by me. The company received the return on 2/1 and refused to process my refund despite numerous requests and the parcel having been with them for more than a week. Their excuse is that it has to wait for warehouse inspection even though the package was unopened and was with them for such a long time. I decided to raise a PayPal dispute and this was awarded in my favour. In short avoid this company at all costs as they are extremely dishonest and will try to hold on to your money if they can get away with it!

We placed an order 10 days ago, and our products still haven’t arrived. Customer service is terrible—there’s no way to reach anyone. A complete disappointment

Purchased the Bialetti Moka pot and induction plate as a xmas gift for my partner who told me we were unable to use it due to how terrible the pot and plate is for inductions. I returned the item as per their instructions (who requires you to contact them and fill out a silly return survey on their returns form?) and they also said they’d take £9.90 off the refund amount for postage. They also ask you to take an image of the parcel so they can say whether it’s good enough and if the item will damage on transit. I sent an image of the parcel and they questioned the packaging, even though it’s the same grey plastic bag they gave me, which from the reviews, customers also received when purchasing the same item (so if they claim anything is damaged, it’ll be on them). The item was received by Martin on the 9th of Jan and they have not responded to any of my e-mails chasing my refund, which i sent on the 15th of Jan. So where is my refund????

Commande effectuée le 19/12 jamais reçue. Je me fais balader par le livreur et le site se dit désolé suite à mes doléances mais ne règle pas le problème j’attends toujours la réponse annoncée, ils ne répondent pas au fil et pire j’ai demandé le remboursement que je n’ai pas eu. Je déconseille très fortement ce site non fiable

Delivery took no longer than estimated time. They kept me updated by email at every given step. The box came in double packaging for protection and my son loves his coffee machine which was his christmas and house warming pressie! Thanks Coffee friend for a great price.

This was my first experience with Coffee Friend and I have to say I am so impressed with their Customer orientation and empathy. My partner and I have been looking to buy a De Longhi Espresso machine. I ordered one through Coffee Friend but unknown to me, my partner had bought one hours earlier and actually used it. I emailed Coffee Friend to cancel the order. The following morning, first thing John rang me from Coffee Friend and without hesitation he cancelled the order. Not just this but he was courteous and supportive. This was then followed by an email to confirm the cancellation. John mentioned my refund would take 3-5 working days to come through; it took 2 days….so impressive. I will shop with Coffee Friend without hesitation. My first experience with them has left me feeling good about the customer focus.

I ordered a toaster for a Christmas present the beginning of December, I had to email to chase the order up. I was told my order was expected to be dispatched within the next 3 days due to the busy seasonal period I understood this. I then received an email from them saying my parcel had been dispatched with a tracking reference. Royal Mail have been expecting my parcel since the 23/12/2024!! I emailed again saying I still hadn’t got my order, apparently it was lost by Royal Mail and a full refund would be issued in the next 3-5 days. I still haven’t had my refund and my last email was ignored. Basically I have been charged for something I haven’t received. I feel like I’ve been conned. I am taking it further to get my money back but I want to warn other people to be very careful when/if making or thinking about buying from this company

Delivery times too slow. After several phone calls and emails I was assured that the machine was on its way with Royal Mail. Checked status on tracking and RM had not yet received the parcel. Delaying tactics I call it as the machine obviously had to come from Europe first. Arrived with a 2 pin European plug with dicey adaptor Would never have ordered if this was advertised. Do not use even though a bit cheaper than high street. Not worth the hassle!

First machine didn't work, 32 emails to organise a replacement which I was told would come direct from Italian factory. It turned up in the wrong box with coffee friend tape all over it. This machine worked so thanked my lucky stars and couldn't be bothered to get into more conversations over this "miscommunication"

Miserable communication and lies about delivery times. After cancelling the order, they basically refuse to refund you. NOT trustworthy

Now 8 days on from ordering an espresso maker. On 1-3 working days lead time stated on website. Money taken immediately, before item despatched. Order status showed order received, but not even processed after 6 days, so cancelled order and requested a refund. And apologised to my son for now missing his birthday. No response to my cancellation or refund request, apart from an automated email, confirming they had received my email. Web chat is either switched off, or they state it’s too busy to be able to chat. It appears many/most/all electrical items are European only, with EU adaptors, and supposedly new sealed packaging opened to insert an adaptor of some kind. Plus description buried in detailed product specifications that nobody would ever think to read. Many customers complaining of used items being passed off as new. Many complaining of manuals without UK instructions – against our trade laws. Excessive lead times cited regularly. Non response to complaints and delays/refusal to refund. I am contacting both my credit card provider and trading standards at this point. Avoid

Terribly unclear returns process – avoid this company

Had a very bad experience, I suspect this company uses grey market imports and lies to customers about deliveries. They created a post office label for my machine making it seem like it had been dispatched but in reality I don’t think they had it in stock. Naughty .

Item never arrived, 2 weeks and they won't answer the phone or emails. Will be filing a charge back. Avoid at all costs, scam company

I placed an order for a coffee machine on 16th December 2024. It is now 09 January 2025 and there is no update whatsoever on the expected delivery date. Painfully slow service, assuming it even arrives and works, compared to rival companies. More fool me.