Appalling. Received a faulty Krupps coffee machine five days ago. They have ignored my email so I tried calling but they never answer the phone line. I left two messages and they returned one of the calls but the advisor was difficult to understand and wasn't very helpful. He said they would send me an email to reply back to to sort out a return. He confirmed my email address but the email still hasn't arrived. I have called back four more times and had to leave messages, they have ignored these so I have opened a PayPal Case. I'm not impressed at all and am £264 out of pocket and have a brand new faulty machine. Would never recommend them.

I ordered what was advertised as the newest model of a kettle, but they sent me an older version instead. When I contacted them, it took weeks to respond, and now they’re demanding I pay £9.90 for return shipping, even though it was their mistake by not providing the right product description, titles, etc. Terrible customer service and completely untrustworthy—I’ve had to escalate the issue to PayPal. Avoid this company!

Well I have a new coffee friend – ordered a new bean to cup coffee machine and less than 24 hours later it arrived. Nice communication from the team and very pleased with the purchase. The chatbot on the site is a little suboptimal but apart from that – amazing. Now off to make a latte 🙂

Avoid this company if you expect fair consumer rights I purchased an item from Coffee Friend and requested a return within the legally allowed 14-day period. Instead of processing my return as required under UK Consumer Contracts Regulations (2013), they demanded that I sign a separate agreement—which would have allowed them to reject my refund even after returning the product. They also insisted on original packaging and that the item be “unused” despite UK law stating that an item can be opened and still qualify for a return. On top of that, they made unreasonable demands for photos and excessive documentation before even accepting my request. This is not how returns should work under UK consumer law. They are making it difficult for customers to exercise their rights and avoid refunds by setting their own unfair rules. I had to escalate the matter through American Express to dispute the charge, as Coffee Friend was unwilling to honour my consumer rights. 🚨 Buyers beware—if you need to return anything, expect them to put up every possible obstacle. I won’t be purchasing from them again.

Very good experience, quick delivery, discounted price, very happy with the transaction

Great coffee with a relaxing and fragrant vanilla smell everyone wanted more

Took over 3 weeks to arrive. If you’re in a hurry don’t bother with this company! Customer service not bothered either and took days to reply to messages. It was only when I insisted on a refunded if it hadn’t been dispatched that it was surprisingly sent same day and arrived within 48 hours.

Good product, good communication.

I ordered a coffee machine, after two weeks the order had not even been processed by them. So after waiting a few more days I emailed them asking to cancel, and they authorized the cancellation. Now, after more than a month and a half my refund has still not been made. Please, can you process my refund?

Superb from start to finish. Would recommend and use again.

Excellent service, equipment exactly as ordered.

The machine I bought was faulty so I wanted to return it. I sent pictures, which were ignored for a few days before I phoned Coffee Friend and they agreed it should be returned. The returns process was painful – I was also expected to take the machine to the post office for collection, when I had no access to a vehicle and the machine weighs about 13 kg. I did not once receive a reply to emails and phone calls without following it up myself (automated responses say you'll receive a reply in two hours; I waited two days before emailing/phoning again). The impression I got is that the call handlers have little idea about what goes on at the distribution hub, and vice versa. After about 3 weeks, the process ran its course and delivery of a new machine was arranged. It arrived a few days later and I am happy with it. But I won't be in a hurry to shop there again.