New Caffe Italia

SCAM! Beware! Supposed “Brand new” coffee machine arrived in damaged box and side panel popped out of place. Upon setup, machine over heated and would not work. Never even got to make a single coffee. Item was faulty on arrival. When I contacted them they send you a warranty form to fill out, but upon speaking to a local repair shop, cafe Italia… Read more

is well known to pull this shady sh!t and send out faulty machines to unsuspecting customers, only to send them on a never ending journey to claim a refund/repair that never comes.

Ontop of all this, the website states it is a local business but the item ships from Italy and comes with a European plug…

We had to cover the repairs ourselves (still at the shop, don’t even know if it can be repaired). Will ask them to cover the cost of repairs but I doubt they will, we will see what happens.

Shonky business - very poor customer service – I purchased a $3000 coffee machine from this website, they sent me a non Australian compliant machine which broke down, I could not get the company to repair it. They would not accept responsibility. The machine was repaired in Australia and the voltage was changed to Aus standards. I paid $600, and the new cafe italia managment refuses to… Read more

cover the repair cost whilst the machine is still under warranty. Very poor customer service, would not recommend dealing with them.

Feeling smug with my Gaggia Cadorna Prestige – I bought the Gaggia Cadorna Prestige with a slightly heavy heart, simply because I am barista trained and enjoy the interaction with coffee making. However, we decided to make the move, at home, to this Gaggia beans to cup machine. What a fantastic decision it turned out to be! The whole machination is faultless; the cleaning system is well… Read more

thought out, the button options are clearly designed by people who enjoy their coffee and it is actually quite simple to use. The worktop footprint it takes up is minimal and design wise, I think it looks quite snazzy! One initial problem was accessing the water tank but after making a quick call to the UK supplier, this was sorted; the water tank was interference fit so needed a bit of a yank to pull it out but once I realised it was sturdy enough, the problem was solved and after extracting and reinstalling it a handful of times, it became just a snug fit. I was reassured by the advice given and it proved totally correct. I anticipate a fulfilled and and lengthy usage from this Gaggia Cadorna Prestige machine and somewhat begrudgingly wonder why I have spent years manually perfecting coffee, when all I need now is to push buttons. Another plus point is that my husband can use this machine without making my kitchen look totally ransacked!

Crap product and Worst Servuce EVER – I purchased a Gaggia Cadorna Prestige from these con artists. This product is so shockingly rubbish compared to some what I guess are paid reviews. There are multiple design flaws including a water container that you practically have to break to remove (which isn’t hard with the cheap thin plastics used). A milk dispenser that hardly works.… Read more

Measurements that are wrong. Eg 300ml of milk set gives you 150ml tops actual.

Next to this is the support which isn’t in Australia so be prepared to wait days for replies where they tell you that you are a lier and that no one has ever complained before and then use delay tactics to try to wear you down to giving up on returning it under their guarantees. They have NO presence in Australia. The office is just a virtual office. Everything you order comes from Italy so be prepared to pay $70 plus to return compared to the original free or $20 shipping.

Total scammers. Avoid buying this machine or any other from these dodgy people.

Marco and Matteo were great to deal with! – La Pavoni Europiccola Coffee Machine and Rancilio Rocky Grinder, purchased in the UK. I ordered from the Cafe Italia website because it was the best price I could find. I read the online reviews after I placed the order and I was concerned about the negative feedback but needn’t have worried. I called the UK number and was much happier once I had… Read more

spoken to Marco. Marco explained that the machines would be shipped from Italy and supplied with UK plug adaptors.

My delivery was shipped by FedEx I received notification with a tracking number and the machines arrived in 7 days exactly as Marco said they would.

Unfortunately I have had a couple of issues but Marco and Matteo have been excellent. They responded quickly and both were polite and very helpful. In fact, I now have a good rapport with Marco and he included a bag of coffee beans and a beautiful wood tamper free of charge.

The bean hopper on the grinder was broken in transit and Marco arranged a replacement which was delivered quickly and was easy to fit.

I had an issue with the coffee machine not reaching temperature and it let off steam constantly. Matteo told me how to resolve the issue, it was simply caused by manufacturing dust in the pressure release valve. In fact I sent an email at 9.45pm and received a response from Matteo 10 minutes later explaining what the problem was and how to resolve it. That’s pretty good service in my opinion. I’m not sure these guys ever stop working, I’ve had responses during the day and late into the evening! Marco has always answered my calls or called me back very quickly.

The UK address on their website is actually for A E Stanton, a service centre that they use. This is confusing, the website could be a little clearer. Personally I had no issue with this or the plug adaptors. I can easily fit a UK plug to the machines should I feel the need.

In summary, a big thank you to Marco and Matteo, they have been friendly and resolved my issues quickly. The machines were a great price and the free coffee and tamper were an additional bonus.

Satisfied customer – Needing to replace my existing coffee machine I decided on this machine from Caffe Italia. Excellent service and was kept well informed throughout purchase process. I am totally satisfied with the machine. It is of high quality and most importantly, it makes GREAT coffee. I would recommend this product and Caffe Italia.

Worth waiting for – About 6 weeks ago I ordered a Musso Mini ice cream maker. Unfortunately there was a delay with getting one of the machines as they were out of stock so I was offered the larger version (Musso Stella) for only a fraction more. I accepted and 7 days later I received the machine directly from Italy. Very well packed as it's a heavy item (32kg) and… Read more

after unpacking, giving it a light clean and letting the refrigerant settle overnight, I made my first batch of ice cream yesterday morning. Wow I'm in love! So much better than my old Cuisinart compressor machine. This is pretty much all stainless steel, including the dasher. It's such a beautiful machine. Regarding New Caffe Italia, Mr Matteo De Stefani kept me updated on what was happening during the process. I am very happy with my purchase and wouldn't hesitate to buy from them again.

Saeco Lirika plus – Had a Philips branded Saeco for 12 years without any service issues. So ordered another. Was listed as “ in stock” Sydney office. Advice notice arrived that it was coming from Italy. Was thinking it would take three weeks to Western Australia. Surprise! DHL six days delivery, tracking all the way. Went Germany, Netherlands, WA. Very impressed… Read more

with service. Machine arrived as ordered and coffee being made in one hour. Looking forward to another ten years of service from this machine. Thanks New Caffe Italia

Products are good , service is abysmal – ordered and delivered the product which was inoperable , service is done via overseas "person" no evidence of local service or support , "bogus" company representing very fine coffee machines, dont use or trust anything you read

Zero Stars!! Horrible Experience! – Had a disastrous experience with this company, I purchased an Oscar 2 nearly 2 years ago now, just recently I had water leaking from the group head so I had a technician come and investigate, they advised that it was from a cracked brew head. Being within my 2 year warranty period (that they clearly advertise on the site) I contacted New Coffee… Read more

Italia to get it fixed under warranty. They advised that someone analysed the photo I sent over email and after looking at the photo they deemed it’s impossible to crack a brew head and that part isn’t covered under warranty anyway and they will do nothing! I would never buy from this site again and I would warn everyone else to avoid it and report warranty issues to the ACCC so that other people don’t have to endure this. Do not believe a word that is written on that website, it is all lies!

Appalling Customer Service Coffee Italia – Customer Service from Coffee Italia is appalling. My machine was faulty on delivery and 5 weeks later I still dont have a replacement. They expected me to fix the problem, the Call Centre provide updates or information, the manager refuses to call, you only get occasional email updates. No apology or attention to the issue; its as if they dont… Read more

care about me as the customer. We all expect very good customer experience these days but this just isnt good enough.

Great Espresso machine, don't know how I lived so long without it! – I love the Gaggia Classic, I wanted a good quality, tough, long lasting machine. The Classic is all of these and when maintenance is required, a quick Google Search will show you what to do. My old machines were great for a while, very quickly they'd slow down and eventually they'd give up, these weren't the sort of machines you could get serviced. I expect my Gaggia Classic to stay in our family for many years!

Quick delivery and perfect machine – Really quick delivery and good communication all the time prior to delivery. Easy to use and setup, it’s a present for a family member and he admires my Gaggia Syncrony that I bought from you guys 14 years and it’s still going strong so you were the only people to consider for a new machine.

Excellent espresso machine for a competitive price – I want to give 5 stars, because I bought an excellent espresso machine for a very competitive price, directly sent from Italy, plus instant customer service when I needed a warranty exchange for the damaged water tank. I just needed to provide a few photos of the damage, and they instantly sent me a replacement tank. Now a short comment on the… Read more

website: It is a great website with a huge variety, but I could not make my purchase while being logged into my account, it only worked while being logged out. That led to the purchase not showing up in my account, which worried me a bit. But in the end, everything was correct. It would be nice to fix this bug on the page, for the customer's peace of mind.

new espresso machine – I have just received my Bezzera Unica PID espresso machine today- it is beautiful, I can't wait to start using it!! Excellent service, fast delivery (within 3 business days) and answered all of my queries within a timely manner. Would definitely recommend!

Great service after early challenges – I ordered the Quick Mill 02835 but it was not in stock at the time. When they told me how long it would take to arrive (was in the height of COVID panic) I intended to cancel the order. New Caffe Italia were on the front foot and tried to accommodate my wishes with another similar machine that was in stock, but my heart was set on the Quick… Read more

Mill...which, by the way, is an AWESOME machine :) Rather than crack it with New Caffe Italis for not having stock, I worked with them as they directly contacted the manufacturer in Milan, Italy. Within two weeks I had my new machine, shipped directly from Quick Mill.

Take care! – I ordered a machine from newcoffeeitalia.com.au which is caffe Italia. Their website clearly stated "In Stock" and "shipped from Melbourne" Well, in stock it may be, but in Italy and certainly not Melbourne. The curt reply I had when I emailed for a tracking number the second time and asked if the product really was shipped from Melbourne was… Read more

"our manufacturers are from Italy" and no tracking number.

Yes, this is my fault but nothing other than ProductReview will explain this.

Whatever happened to customer service, let alone honesty!

Dodgy Company – Recieved broken coffee grinder. After many emails they will not replace or refund. They offered partial refund if i fix the machine myself. This is still ongoing trying to get a return address/ refund or replacement. I dont think this is an australian company. Buyer beware

Excellent shipping and service! – I purchased a Nuova Simonelli Oscar II in black and love it! It is so easy to use and makes a great cup of coffee! Now we have the benefit of our own little coffee shop in the confines of our own covid free kitchen. Café Italia shipped it out promptly and it arrived safely within a few days via DHL, who were amazing!! 6:00am in the morning and time to make a coffee!!

Excellent service! – The coffee machine that seemed to be unavailable in my market was available through their website, and it was shipped to me fast and in perfect condition. I can only rate their service as excellent!

Surprised with great service and super fast delivery – Very happy with product and customer service. Bought a Phillips Super Automatic Espresso Machine series 3100 on this site as got frustrated with very limited choice of coffee machines in Australia and on other websites. Our coffee machine was delivered 9 days after ordering which we could track via DHL from Italy. Amazingly fast especially for… Read more

Covid times. Despite feeling a little concerned after reading some previous reviews here, we were very happy to get our delivery. Communication with Matteo from New Coffee Italia was really good. He was pleasant and happy to answer questions. Although their Sydney number was written in an unusual way for Australian numbers and we left a message, Matteo got back to us very quickly and communicated via email from then on. I am guessing that the company is based in Italy although it doesn’t say on the website.

La Pavoni Domus Coffee Machine – I would love to thank Cafe Italia for great customer service and in these trying times very fast delivery, very very happy with my new coffee machine and fantastic service

Nemox Caffe Dell'Opera ordered in AU 'In Stock' came from Italy, with a suitable delay – I phoned their Sydney/Sidney office (Note: just a redirected phone number), went to voicemail, and asked if the Nemox was in stock right now. Note, it is no longer available anywhere else in Australia. A polite return voicemail later came from Matteo who told me it was in stock now, and delivery would be between 3-4 days. I purchased online and… Read more

paid immediately. The order and payment was confirmed by email, but with no word whatsoever on it's actual shipping. As I found out later, it was going to come from Italy, and I discovered that the manufacturer was also on holidays at that time.

It's fair to say you might well get what you ordered, depending on how this company partners with other distributors in Australia and the UK (if they even do...). But be prepared for a longer wait than what you are initially told, and also the possibility of having to pay Customs import duty if valued at over $1000 inc. shipping, GST (aus) and other goods charges. I was charged $355 for GST and Import duty and other charges, but this was a Customs mistake - my machine was valued under $1000 and attracted no duty. Update: all of the money I paid to have my delivery proceed was refunded by Customs after about two weeks.

It seems pretty certain that anyone else you have the luck to speak to on their re-directed phone line/s is in or around 31020 Fontane Di Villorba, Italy. Or somewhere else on a mobile.. but not in 'Sidney'. The company (if it is one) seems to have about 3-4 different front names, if you look at these similar websites offering the same machines, you will find the same contact details and Italian base address. They think it looks better for them to pretend they have a presence in the UK and Australia. An office in Sydney, floor 25 (above Westpac bank) in 44 Market Street? .. rent must be high there). At many junctures, Matteo's information was misleading or confounding. I was told to 'Please Do Nothing - we will sort it all out on your behalf.' about paying the GST and Import Duty owing on this machine when it finally arrived in Australia. DHL's 7 days holding period almost lapsed, and Matteo did nothing either. If I did not pay this bill to DHL, it would be sent back to the supplier in Italy. Guess who benefits from 'doing nothing'? It would be better for them to be upfront with their customers about stock locations, pre-orders and delivery times.

I didn't find Matteo to be particularly rude as other have said, I felt a bit sorry for him actually. He sounded tired. Pretending to be in three places at once would be a heavy burden to carry, and perhaps he is not happy about it either.

However, after all that drama, the Nemox Caffe Dell'Opera was brand new, well packed, and is an excellent machine all round.

La Pavoni Coffee Machine – I purchased a La Pavoni machine with New Caffe Italia after having a poor experience with a different supplier. It's really hard to get this type of machine in Australia and I received the package within 6 days. Super impressed with the service and quality of machine. thanks guys!

Excellent Coffee Machine – After checking out reviews we settled on the Rancilio Silvia V6. Received excellent service from the get-go with Mateo from New Caffe Italia keeping us informed every step of the way with trackable delivery from DHL. Since its arrival, we've been most impressed with our Rancilio and feel it lives up to its reputation. Love the quality of the coffee produced. Worth watching Youtube videos to familiarise and perfect the coffee making.

Rubbish customer service, misleading website – Machine has an electrical fault, within 5 months it is now useless. Despite the 2-year warranty, the company will only replace within one week. Do not buy from Caffe Italia.

Bad customer service - decided not to purchase from them as I don't trust them – I'm in Melbourne and wanted to enquire about a coffee machine. The website said they give a discount for bank transfers and I wanted to verify that they were a genuine business first. I tried calling the company multiple times during Australian business hours and they didn't answer or have an answering machine message. I tried looking up their… Read more

Sydney address on google maps but nothing came up suggesting they really have an office there. I emailed them to ask if they ship from Australia and asking to talk to someone on the phone. They sent a rude reply to my email. I'm not convinced they are genuinely operating in Australia.

La Piccola Sara Vapore – La Piccola Sara Vapore - it's arrived !!!! My husband is absolutely delighted with his new coffee machine - it's working well! We are so grateful to you for sorting this all out - I know it's been a total drama but we got there in the end! Thank you, thank you, thank you!

Great Service – Professional and excellent service all the way plus a quick turnaround with the shipment being sent and received allwithin a few days, well packed too so everything arrived safely. Thank you Matteo.

La Pavoni – Got exactly what I ordered. Very fast freight. There was some delay due to Covid-19. But that is only to be expected at the moment. Love the machine La Pavoni Baretto.

Gaggia Brera – Over the past five years I have ordered five of these machines, one for our own family, one each for our two sons who live and work away from home and in the past month, two more, as a very special gift for friends. Each time delivery and communication have been exceptional. Caf Italia provides superb customer service. The Gaggia Brera coffee… Read more

machine is of very high quality, at an exceptionally reasonable price. It is incredibly easy to use and is virtually maintenance free. In my opinion it is one of the best coffee machines on the market for home use where you can enjoy high-quality ,high-end barista coffee in the comforts of your own home.