DeLonghi Customer Service

Absolutely the worst. Do not buy from this company. We purchased a True Brew Machine ($500+) dollars. It failed in 4 months. We were so we started the repair process. 2 video calls 2 repairs -1 still in process. and no communication from the company. We had to continually call and 3 months later no machine. Customer service agents are not helpful. Said we can't get a refund because we are in the repair process. Asked to speak to a supervisor and was left on hold for 50 minutes because the rep was jerk. I wasn't irate I just wanted to know when I could get the machine back a new machine or a refund? I think it's reasonable that a 4 month old machine should not be rebuilt! Worst experience I've had with a company in a long time.

Our DeLonghi Braun coffee make malfunctioned after 6 months. We contacted customer service, emailed the necessary receipts, pictures and other information and had approval for a warranty replacement on January 29. I have called 3 times and each time told "it is being handled by the replacement team and they are very busy and cannot be contacted. Customer Service has no information and can get no information as to when the replacement will be shipped. You will receive an email when it is shipped." I have heard nothing and it is now February 26 and no replacement has been shipped. Had I known this a month ago, I would have purchased a new coffee maker (clearly not a Braun!) and not had to be without coffee all this time.

We purchased a Delongi True Brew coffee maker in November 2023 and it has already stopped working... You expect that a coffee maker that is over $500 would be built to last, however this was not the case. Aside from the coffee maker not working, the customer service is even worse. When I called Delongi regarding my machine being broken they advised that I would get an email in 5-7 business days instructing me on the return. I got the email on day 6, which says that I would be receiving a box in 5-7 days to send the coffee maker back for them to repair. Once they receive it then it could take up to 2 weeks to repair and mail it back to me... I can't believe that it takes over a month for to have a repair to happen. I can't figure out why they don't send a new machine then have me return the old one so they can repair and refurbish it.

I purchased an espresso coffee machine from Delonghi, after 3 months, the grinder broke. We sent it off to another state for repair. It came back and they had packaged it incorrectly and the machine came broken. Metal was all bent. Someone must have dropped it during shipping. Anyways called customer service and had the worst experience ever. They want to have me send it back again for repair. When I told them that it was their responsibility to send me a new one since it was their bad packaging that was responsible for the damage, the lady laughed at me. Really made me feel disrespected. She just kept saying that I would get an email for shipping instructions in about 72 hours. I asked to speak to her manager and she put me on a wait for a long time and then came back and said her manager was not available. So disappointed with this company and with customer service.

I purchased a delonghi magnifica twice , my mistake . The first one started leaking so we purchased another it started leaking as well. The inside is all rusted. This is a manufacture defect in which they will not cover after the one year warranty. We opened the inside which is full of rust. So we have been drinking rust water not realizing it. Delonghi will not replace or help even though it is their mistake with manufacturing.

I have bought a Kenwood Chef that has not worked since I purchased it. I have spent hours writing and telephoning everybody to try and get a replacement or refund and so far have got no where I am very upset and would appreciate help

My $2k Delonghi espresso machine died with three months of warranty left; I got in touch with them and they did a video call to walk me through troubleshooting and to show it was really not working properly. All well and good, and they emailed me asking me to send them my receipt.

I sent them a copy of my online receipt from Costco and haven't heard from them since; it's been 2 weeks now, and I sent them another email a week ago, but no response. I'm about to test Costco's return policy.

I purchased a delonghi espresso machine and after a month or so I noticed that a proposition 65 warning sticker was on the machine. I am pregnant and was concerned about this harming my unborn child. Called the company and supervisor said that there was nothing they could do. This is a very disappointing company.

I purchased a De'Longhi True Brew Coffee Maker with Stainless Steel Carafe on June 3, 2023 and paid $600 for the machine. We used the machine for 10 days when the grinder stopped grinding beans. It was Memorial Day Saturday when this happened and I had to wait until Monday to call customer service. So I cleaned up the whole machine, removed all the beans, and packaged it back in the original box ready for what I assumed would be a shipping return slip. When I spoke with customer service they insisted their policy is that I do a live videotape with them and the machine before they could help me in any way. I explained that I do not have a Smart Phone so I could not do that and I already cleaned and repackaged the machine - besides, the True Brew does not allow customers to get into the grinder so there is no reason to discuss ways to perhaps fix the machine. So far I have 6 calls to them and at least 5 hours of telephone time - and they still refuse to help me!!! This is after 3 supervisors promised to get back to me by the end of the day but unfortunately they did not. I felt so belittled by some of the agents and outrageously frustrated by every single CS agent. What is wrong with De'Longhi? They obviously don't care about their customers. All I want is a new replacement machine in working condition to make up for the manufacturer defect they sent me. They are most certainly thieves and should be jailed for stealing our money! NEVER in a million years will I ever again buy a De'Longhi product!!

hard to rank service as you can't contact them via email or live chat. They say phone is the quickest way to contact them but they don't answer the phone.

No help at all. Royally screwed me over. Allot of money for a machine to only last two years before it's unrepairable. I babied that machine. So much for Delonghi being a good company.

>Order heater by mail
>arrives damaged
>weeks of trying to get a response from customer service
>finally get a hold of them and get a replacement unit shipped
>also arrives damaged
>again, weeks of trying to nail customer service down
>customer service tries to argue with us that the unit is not actually damaged
>customer service tries to break their own return policy and charge us for shipping the damaged item back for a refund
>customer service tries to say we are not eligible for a return shipping label because too much time has passed *due to their own failures*
>finally get shipping label generated
>return damaged unit
>over a month passes, no refund
>call customer service, assured refund will post next week
>nothing
>call customer service again, they can't help that day but will call back the next day with a manager
>no callback
>call customer service AGAIN and finally get someone to accidentally admit the ticket was closed out without posting a refund. They would *simply have kept our money had I not kept bothering them*
>currently in the middle of ANOTHER two week waiting period before refund will supposedly post

I am fairly certain I'll be chasing these guys around until NEXT winter.

Just I bought a coffee machine de longhi elitte , and water basine it's already broken , but was in original packaging...I had to do an order for a new basin...I'm not really happy with that...

Terrible manual, unreachable support, less info online than in the useless manual

Machine doesn't stop blinking. Doesn't make coffee doesn't steam!

If you are looking to buy an espresso maker, I would look elsewhere. This machine has problems consistently. First, the option of using ground coffee feeder didn't work. I called support and was told the machine really isn't made to make coffee this way. Second, the machine kept showing errors saying it needs cleaning. Well, it was hardly used and the support person led me through some complicated procedure to clean & finally fixed it. Thirdly, it just completely quit making coffee/espresso. The support person admitted the machine need to be sent back to DeLonghi for repair. She opened a ticket. It's been two weeks I haven't gotten the shipping label. I began going back to local coffee shops. So much for making espresso at home after all the money & time.

I was recently gifted the DeLonghi Espresso machine for Christmas. After two lattes the frother stopped working. I tried everything. I even called the customer service center for DeLonghi. After speaking on the phone with them and doing a video call, they determined it was broken and told me to return it to BBB. I was embarressed to call the giver of the gift and ask them for the receipt or to assist with the return. They chose to drive to the store and assist with the return. We ended up ordering another one, since it's DeLonghi and it must have been a fluke...right? The new one came in 3 days later and I wasn't even able to get one latte before the frother stropped again. I once again called DeLonghi customer service and went through the whole video call spiel again. After they once again determined it didn't work and expressed complete shock since "this never happens with their machines" I was told I could get a replacement but this time I needed a copy of the receipt or they wouldn't correct. Also the only assistance they would offer was to once again replace my machine. I ended up having to get the receipt off the giver and send to them while on the phone. I am so appalled at DeLonghi's quality and service. The giver had purposely gotten me their brand because it was supposed to be top of the line. I would not order anythign DeLonghi because if it breaks after the 30 days by BBB you are screwed. Iv'e only had mine a week and am on my 3rd replacement. BBB were easy to deal with but the customer service by DeLonghi left a lot to be desired.

Horiffic lack customer service, intentionally(?) wrong Customer Service Tickets numbers, -0- email response, on hold forever and nothing accomplished when waiting on hold for the "back Office" approval and after 45 minutes after a latent response, you get a dial tone.
My Made in China product blows breaker switches from improper amperage. Never a supervisor to speak with and to other contacts given out when requested, just a comment that "they will get back with you". I can't believe companies exist with this lack of service from their products. Guessing they was to ignor you past to get past their 30 day return policy. De'Longhi in my experience has been a complete waste of time and money.

So,yesterday,Monday,November7th I called customer service and was left on hold for over one hour without anyone answering to say we'll be right with or this how much longer you'll be waiting. This is not at all acceptable as customer service. I eventually hung up and dealt with my delonghi problem by returning my second espresso machine back to where I purchased it because a part broke on it and it wasn't even two months old! I'm now on my 3rd delonghi machine, they say 3rd times a charm, well it better be as I will return this one also and buy your competitors product. I'm very disappointed thus far with delonghi quality for the prices you charge. Overall as a senior I'm not impressed with the difficulty you've created when trying to reach customer service, very disgusted with delonghi, I expected better from a company that's been around as long as you have. As I said, I'm one more defective product away from leaving delonghi for good and I will not hesitate to share my opinion to everyone I know. I'm not even sure I trust this avenue of communication to get to anyone who really cares!
Very disappointed customer!

I purchased $300 DeLonghi combination coffee espresso machine on August 15, 2022
It worked fine for the first week and a half and then it stopped producing espresso and the light would start flashing halfway through a 1.5oz serving, the product it did produce was only slightly warm.
I called Delonghi Support on Sep 1, technician video called and observed a malfunction and said that it was an internal problem and needed service and then I should return it to Best Buy unfortunately Best Buy has a 14 day return policy and I was just over that limit
Call DeLonghi back spoke to another technician they sent me an email requesting proof of purchase which I sent on the same day September 1 they responded with an automatic email that someone would contact me within 48 hours
Over the past two weeks I have called four times to resolve this issue and every time I am told that someone will contact me and no one ever does
Yesterday I asked for it to be escalated and I needed to have this issue resolved I was told that someone would contact me within an hour and again no one has
This is the worst customer service experience I've ever had

Called to ask how to drain an air conditioner because the product did not look like the image in the manual which had a rubber bung in it but my product did not and I didn't not want to damage anything by forcing anything out. The company were difficult to get in touch with via chat and email. Eventually I phoned, they checked the manual too and I was told to keep trying and to contact the retailer for information - why would the retailer know more than the manufacturer about the product?! Turns out that they were wrong and the model I use doesn't have a bung in the drainage pipe as it's in the screw cap for it instead.

Worst experience ever with a coffee machine. Equipment is fairly an expensive product, hence, I was expected to have a lasting good experience with mu new "La Especialista" machine. after more or less a month from having the machine, the grinder stopped working, I went to the store, they said that I have to call a toll free number to reach Delonghi customer service so they will help me. Meaning that not even the retailer is responsible for the defective equipment. I called the toll free number, they sure helped me (on the phone only), after two days of calls and emails, they will not replace my machine, but instead I have to send it to them, they supposedly will repair it and send it back to me. I was told that the process may take longer deppending on the repair and the broken part. And then in the meanwhile what should I do? Buy a new Coffee Machine? well if I do it I will for sure not buy any DeLonghi Product.

DeLonghi customer service is beyond a joke. All the "technicians" do is refer you to watch youtube clips and when you ask a real question they hang up on you. You would think after spending 1000$ on a machine, the least thing this company would do is stand behind their product or offer support. Absolutely pathetic and frustrating beyond words.

I was really disappointed with the way I was answered to...first I asked for French... someone speaking in English answered, which was ok until I asked her to bear with me as I was expecting French speaking...no answer from her, seemed totally annoyed...she didn't try to help me much sounded anxious to finish with me.

Had a terrible experience with the customer service. They said they cannot help me find my parts even after i emailed them with model # and picture. Customer representative also rude. Blaming it on busy season. When i asked her if its not busy then she can help me, she replied no. So really there is no customer sevice with Delonghi. I will not buy their products again!!

Satveer, customer services, was so efficient, professional and understanding and a joy to talk to when asking which ESE pods to use on our delomghi coffee

Ok, i did made a review on my order to delonghi (previously not good) but now its good as i have already received my product which is working fine. Anyway just a recap, i ordered nov.7, then got an order number. After 36+ hours (yes that slow) i got an email from delonghi with a link to ups for my tracking number and finally i got my product (a $199 panel room heater) delivered on my door nov.15. note that i purchased it using delonghi canada website and im here in canada so no customs (that is a delay we cannot control) involved. I understand, they simply use regular shipping as its was a free shipping product and good thing UPS just dropped the item at my door (i was asleep) and when i checked the website of ups it says my thing is delivered on my door. Went out and there it is. Fedex/canadapost usually dont do this. They just give you a notice to get your stuff at their office which sucks because then you must drive there to get yours which defeats the purpose of free shipping.

Got an expert from Delonghi to help me with a question I had with my machine they were friendly,knowledgable and helpful.

Some of the complaints on here are obviously from the same person. I'm sure many people have had real issues, but the dishonesty clearly ruins the credibility of legitimate complaints. I just had my eight month old delonghi espresso machine, that I purchased on amazon, replaced under warranty in short order. Didnt even have to pay to send the broken unit back. They simply had me cut the cord off and send it in a larger envelope. A few days later I received an email from a very courteous person named Nathan saying a new unit would arrive in 5-7 working days. Four days later I had a new machine. Just thought I'd share my experience since most people never post a comment when things go smoothly. I remember seeing this page when I was originally considering buying a delonghi machine and I'm glad I could see through the fake complaints  because delonghi has been very attentive and accommodating to me. I'm not affiliated with them in any way.

Thanks, C.L.

I used to work for DeLonghi customer service, I can tell everyone that customer service does what they can. I remember having to explain that parts were on back order so many times, And the management never wanted to talk to customers.