Review Time
Not once did Customer Service tell me that it would take a month for my purchase to get to me. Still waiting and it’s been two weeks. On the phone they told me it’s because it comes by boat. True, free shipping but a month? Three emails and not one reply. What a horror.
Tried to set up a subscription and it was suspended randomly before I even received my order. Called customer service who assured me they would resolve this however we have been waiting over a week. They were in touch twice to apologise and promised free coffee to tie us over until the subscription was reactivated, however this never arrived. I’ll be closing my account today unless this gets resolved by their team.
I set up a coffee bean subscription. 1st order never arrived as it was incorrectly addressed. Takes weeks to get a response from their customer services, and they obviously don’t read your emails! Still waiting for a resolve after 3 months. They’re an utter waste of space!
My partner ordered 2 packets of coffee capsules last Saturday and didn’t even receive tracking from shipping company. Then on Wednesday decided to contact them for follow up as it had been a few days. They said the products were delivered on Tuesday but we already had another parcel from Royal Mail that day, no one came to deliver the coffee we ordered. When contacted them they sent a screenshot of where the parcel was supposedly delivered which was not identifiable in the map. Not our street, nor the street behind. The pin saws somewhere in the between on the gardens. On top of that they said to go find our parcel. Unacceptable parcel hunt. As if Royal Mail doesn’t know all the the streets by heart. They couldn’t have made a mistake anyway as they already delivered to us on Tuesday, unless they were given wrong instructions. We requested a refund but we haven’t heard back. Rubbish
Like their coffee in Nespresso pods. Thought would give them machine and pods a go. Eventually turned up and we were shocked by the amount of packaging. Huge number of boxes for something other vendors do for a fifth of size. Decided to send back, received by them on 17th Dec.Still don't have my refund. Chased so many times, hopeless, one person dealing with all enquiries. no idea when I will get my money back
First ever experience with this company: 1) Ordered £50-worth of coffee. 2) After 48 hrs without any indication of progress, politely enquired via email and was reassured the order was waiting to be picked and would be with me in 4-7 days. 3) Next day, illy cancelled the order without explanation AND deleted my account!!!
Great coffee, but terrible customer service. I have placed my order one month ago, had to contact the customer service about my order 5 times over the phone, many more times via various emails. Finally my order was cancelled without any notice or explanation. I think I will be changing my coffee machine.
THERE'S A BIG PROBLEM WITH TRUSTPILOT SITE. IT WILL OFTEN MOT ALLOW YOU TO REVIEW THE BUSINESS YOU WANT TO - IT SAYS "OOPS THERE WAS A PROBLEM" AND YOU GET NOWHERE. TAKE FOR EXAMPLE, I WANT TO REVIEW ILLY CAFE, SEVERAL COFFEE HOUSES HERE IN SAN FRANCISCO, BUT TRUSTPILOT WILL ONLY LET ME REVIEW "SHOP.ILLY.COM" THE CAFE'S WEBSITE. THIS IS FRUSTRATING, GET WITH IT TRUSTPILOT. YOUR APP HAS GLITCHES. THIS IS MY REVIEW OF ILLY CAFE IN THE FINANCIAL DISTRICT IN SAN FRANCISCO. GREAT CAFE. SPACIOUS INTERIOR. PLENTY OF TABLES, ELECTRIC OUTLETS TO CHRGE YOUR DEVICE, SEVERAL WIFI SOURCES. AND SUPERFRIENDLY SERVICE, ESPECIALLY THE STORE MANAGER AND BARISTA SOPHIA. OPEN LATE DURING THE COVID PERIOD, ALLOWING INDOOR SEATING. I SWITCHED FROM STARBUCKS AND PEET'S TO THIS ILLY CAFE SEVERAL DYS A WEEK FOR ABOUT A YEAR DURING COVID. STARBUCKS REALLY DROPPED THE BALL WITH COVID - AS OF TODAY YOU STILL CANNOT SIT INSIDE A STARBUCKS AND ENJOY YOUR COFFEE. THEY ARE LOSING THEIR CUSTOMERS HAND OVER FIST TO OTHER CAFES LIKE ILLY AND JOE & THE JUICE. AS I'VE REPEATEDLY SAID, COVID IS GING TO BREAK AND MAKE BUSINESSES. ILLY, GRECO, AND JOE & THE JUICE HAVE PLAYED IT SMART AND ARE BEATING BIG COFFEE AS A RESULT.
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