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

dylandog2

Yes - Caffe Italia is the name of their UK website. When buying goods it is coffeeitalia.co.uk - same company. (As I am a new user I can't post here with complete links)

It is very misleading. I have been in touch with UK & European consumer advice and received conflicting advice - no one seems entirely sure which laws apply ! So heaven help us poor consumers.

If I had known they wouldn't refund my payment, I would have kept the machine, Gaggia UK said they would repair it free as it is brand new. Hindsight is a great thing.

visidigi

http://www.coffeeitalia.co.uk/guarantee.php

They support dsr's they also provide a free replacement if it goes faulty within 7 days. The manufacturer has conformed it's faulty. The retailer should replace.

The manufacturers email is all you need to prove fault and they should replace/refund.

dylandog2

Gaggia UK have seen my video and THEY say that the machine is faulty, but the retailer, coffeeitalia, has not commented on my video, or indeed given any advice. In fact they said that Gaggia UK were not qualified to comment on the machine.

Does anyone know exactly where Gaggia coffee machines are made?

It's interesting to note that coffeeitalia say faulty goods will be replaced or repaired. I contacted them the day after it arrived and told them about the fault, and they said to return it for a refund. They didn't say how much I would be refunded until they had my machine and my money.

After reading comments about the company online, I do not want a replacement. I think it would just be more trouble.

Armorica

The front page of the website has multiple spelling and grammatical errors. Should never have gone near it in the first place. (Dear costumer... honestly!) The site doesn't even use a consistent spelling of the brand - Caff, Caffee, Coffee.

Their website goes on about refunds and perfect condition. Is there an error/misunderstanding? I.e. in some places it reads as if you ask for a refund within 7 days and the good arrive in perfect condition, then you'll receive a refund. This is a different issue to a refund being given because goods are faulty. The website lists all the fees you would be charged - this, unfortunately - was a condition of the sale. But...while they might reply to a 'no longer want' refund, they shouldn't if the goods are faulty.

hollydays

"Are you an authorized dealer ?
Yes we are authorized dealers for all the product we advertise, we offer 2 years of warranty with the option to purchase an extended warranty (extra 1 year or extra 2 years that means 3 max 4 years warranty) for most of them. The warranty service will be mostly made directly in the country where the product is sold. In case you need warranty service for your product, just send us an email at info@coffeeitalia.co.uk "

Here they say they are an authorised dealer.
But are they?
Check with gaggia and ask why gaggia are using them, or if not ..

dylandog2

As I said before - hindsight is a great thing. I was taken in by the fact that it was a UK website and there was a London address if I needed to contact them.

The key point in all of this is that the machine is faulty. Gaggia UK (UK authorised dealer) have seen the video and said it was malfunctioning & there was a fault with the thermostat or a valve, BUT Caffe Italia will not accept this. They tell me that having inspected the returned machine it is in perfect order.

Obviously it is better financially for them to say that I changed my mind, as under their T&Cs they can charge me loads of extra fees.
I bought a specific water filter for the machine, which is now money wasted. It would be a great machine if it did as it was described.

I have searched for the Gaggia company head office to check out a few things with them - but so far I've drawn a blank.

bap98189

This is not a UK company. They are Spanish and drop-ship the machines from Italy. They have a .co.uk domain and no other connection to the UK. The address on the website is a virtual office business. In their defence, they do actually say this on the website.

Does the prices are VAT included ?
All the prices that you see on our website include VAT. The price that you see is the price that you pay. The are no other taxation charges, duty charges (for EU countries) or anything like that. You will pay the price of the good at the price that you see on the screen. The only product that are not VAT included are FAEMA and ELEKTRA BAR machines. These units are shipped from outside UK and invoiced from a Spanish company so if you have a vat number you will pay the price that you will see in the shopping cart, otherwise 21 % will be added on your invoice.

I would write to them and say that the goods are faulty and you expect a full refund under the sale of goods act. If they refuse, contact your bank and get them to do a chargeback. Chances are they will back down and just refund the money.

Domain name: coffeeitalia.co.uk
Registrant: Sandro Magnoler
Registrant type: Non-UK Individual
Registrant's address: The registrant is a non-trading individual who has opted to have their address omitted from the WHOIS service.
Data validation: Registrant contact details validated by Nominet on 16-Jun-2014

bod1467

agrinnall wrote: »

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

This appears to have been overlooked. Have you checked this out?

Computersaysno

Debit card = chargeback...hurry up !!!!!! and just get the chargeback started.


Always pay with a credit card in future.

dylandog2

Thank you for all your posts. I won't get caught like this again - I'd never heard of virtual offices, I was really taken in.

I have spoken to the bank this morning to start the chargeback procedure. I'm not sure what will happen there, especially as they have had my machine for over a week and they say it is working perfectly, which, by now, it probably is.

Just to recap: I told the retailer the brand new machine was faulty and I wanted to return it for a refund - Gaggia UK advised me to do this. I showed everyone a video of the fault. The retailer didn't comment on the video, but did say to return it, by pre-paid DHL (to Italy). They inspected the machine and declared it is in perfect working order, thus making my returning it 'changed my mind', allowing them to charge every fee that they can to lessen the refund. I have asked what these penalty 'fees' amount to - they haven't responded yet.

Many thanks for doing the research - I realise now how 'green' I was as an online consumer!