Does Caffe Italia.co.uk EVER give refunds ??

dylandog2

I would be interested to know if anyone has ever had a refund from this UK website company - Caffe Italia.co.uk / Coffeeitalia ??
I recently bought a Gaggia coffee machine £425 - I found it was faulty as soon as I used it - I have a video as evidence. Gaggia UK (Philips) have seen the video and say there is an obvious fault with the steam wand. The retailer didn’t comment on the video, but said to return it (to Italy) for a refund.

Surprise Surprise! After their inspection, they say it is in perfect condition.

They will refund, BUT they will deduct - 3% transaction fee, 10% restocking fee, postage cost to Italy, and a fee for the service !!
Not much of a refund !

This can’t be legal. Consumer advice are no help even though the retailer is breaking Distance Selling regs.
Caffe Italia can flout the law. I've since found quite a few unhappy buyers in forums. Even if I take them to small claims court, and it is found in my favour, there is no guarantee they will pay.

Unfortunately I believed the website testimonials about no problem refunds. I paid by debit card.

I would like to know how others have got on...... I've hit a brick wall

Thanks

soolin

Was this bought via their own website or on ebay? If on ebay was it on the UK site?

dylandog2

Thanks for your quick reply. It was bought through their own UK website

soolin

dylandog2 wrote: »

Thanks for your quick reply. It was bought through their own UK website

In that case I am going to move this thread to a better board for you.

unholyangel

Try to give a UK presence/impression, but governed by laws of Italy and shipped from a spanish company?

Say they will charge VAT but dont appear to be VAT registered.

In short - breaking several EU e-commerce laws.

These guys may be able to help: http://www.ukecc.net/

dylandog2

I have already contacted European consumer advice, and they said as it is a UK website, UK laws apply.

The T&Cs on their website weren't legal, but it seems to me that Caffe Italia can do what they want, and no one can touch them.

So much for Distance Selling regs!

agrinnall

As you paid by debit card then you should look into whether a chargeback is possible.

unholyangel

dylandog2 wrote: »

I have already contacted European consumer advice, and they said as it is a UK website, UK laws apply.

The T&Cs on their website weren't legal, but it seems to me that Caffe Italia can do what they want, and no one can touch them.

So much for Distance Selling regs!

What I was getting at is the address listed on the site doesnt necessarily mean anything.

If you google the address the first result that comes up is for a "virtual office in london". This doesnt mean that they are actually located in the UK. You'll also see its the same address used for dozens of companies.

Much like amazon are not a UK company or bound by UK law despite having warehouses and staff here. And that is because the staff arent actually employed by Amazon EU SARL. They are employed by a company called something like amazon UK ltd - and amazon UK ltd sell their services to amazon eu sarl.


Personally I'd get back to them and explain that part - about them not actually being in the UK.

hollydays

Does the op mean https://www.coffeeitalia.co.uk

unholyangel

hollydays wrote: »

Does the op mean https://www.coffeeitalia.co.uk

Thats the one I'm talking about as its the only one remotely close to what the OP said.

Could always be a different site OP is talking about right enough!

hollydays

There is also this forum, might be worth the op looking at this site too-edit op probably has already seen it.

http://coffeeforums.co.uk/showthread.php?6140-Coffeeitalia