Illy Caffe North America

UNDRINKABLE.

Truly disappointing customer experience ordering our favourite coffees (Classico and Moka) through illy.com.

Over the course of the last ten years, opening a tin of illy has become part of our morning ritual — so when we discovered that we might order in quantity directly through the company's Canadian affiliate, we were delighted to place a modest order and were satisfied with the coffee we received. It was the illy flavour and aroma we've come to expect and appreciate.

We placed another, larger order for 8 tins of illy [Order # 11698455]. We were charged for 8 tins, but only 2 were sent (as confirmed by the weight registered on the courier's packing slip). An e-mail to customer service promised to resolve the issue (DELIVERY - MISSING GOODS [Incident: 210113-000018]); but the next shipment arrived with four tins — still two tins short. A subsequent phone call generated Order #11732772 — and was followed by a message from a third party with the return e-mail [email protected] — which saw us finally receive the last 2 tins to complete the initial set of 8 that had been bought and paid for three weeks earlier.

Now for the inexcusable part: opening one of the tins this morning resulted in none of the warm, delightful sensory experience which usually accompanies our coffees in the morning. The coffee within did not smell like illy at all, an aroma we have come to know very well. It was stale, faintly musty and lifeless. We've now opened three of the tins received as part of our order to discover that all of them are undrinkable. Two of these bear an ICN date of 10/09/2020; the third 12/05/2020.

There are few things as discouraging as watching a former favourite and quality product flush its quality and reputation down the drain... which is precisely where the "illy" we brewed in our Bialetti ended up this morning. ☹️

The business has respondedPlease see below: [redacted] placed an order with illy caffe on Friday [redacted] for ground shipping which usually takes 7-business daysAt that time, her credit card was authorized (not charged)Our warehouse was closed Saturday the [redacted] and Sunday the *** Because she did not get an order confirmation, she emailed our customer care department for status of the orderPer our phone logs, the customer called on Monday [redacted] and spoke to one of our representativesAt that time she was told we were unable to ship the item and requested the order be canceledThe order was canceled on [redacted] per the customers requestThe representative told [redacted] that her card was not charged but just a pending authorization until the order shipsBecause the order was canceled, she would not be charged and the authorization would be removed [redacted] 's bank can verify this was doneIlly caffe did not charge the customers credit card and no monies were collected by illy caffe

The business has responded Please see below:Complainant began emailing me on July **, 2015, stating that I had agreed to send her replacement machinesI have not been in communication with this individualNo information regarding this individual resides in our databaseIn and we recieved similar complaints from a similar profileSending emails to me directly as if we had been communicatingThis claim was that an assistant had returned two machines to us for exchangeNo legitimate proof of purchase or proof of delivery was providedNor were the machines located in our warehouseWe handle one year warranty exchanges on company manufactured espresso machines on a regular basisThe transaction requires clearly documented proof of purchase from an illy approved vendorThe receipt must be clearly dated with vendor product code and price paid at purchase

The business has respondedPlease see below: [redacted] placed an order with illy caffe on Friday [redacted] for ground shipping which usually takes 7-business daysAt that time, her credit card was authorized (not charged)Our warehouse was closed Saturday the [redacted] and Sunday the ***Because she did not get an order confirmation, she emailed our customer care department for status of the orderPer our phone logs, the customer called on Monday [redacted] and spoke to one of our representativesAt that time she was told we were unable to ship the item and requested the order be canceledThe order was canceled on [redacted] per the customers requestThe representative told [redacted] that her card was not charged but just a pending authorization until the order shipsBecause the order was canceled, she would not be charged and the authorization would be removed [redacted] 's bank can verify this was doneIlly caffe did not charge the customers credit card and no monies were collected by illy caffe

The business has responded Please see below:A refund was processed and pushed through on Customer should contact his bank for verificationCustomer was refunded $which is the cost paid for the machine

Regarding the response dated 42014, illy caffe issued a refund for the shipping charges of $on April **Please note the refund takes 1-business days to process on our end and there might be additional bank timeWe would recommend that [redacted] continue to check with his bank as a refund was issued by illy caffe Regarding his new complaint, we are also crediting [redacted] $for the three cans of coffee he claims was staleAgain, once we process the refund, it does take time for the refund to be seen on his account and [redacted] should contact his bank We apologize for any inconvenience this has caused [redacted]

The business has responded Please see below: Complainant began emailing me on July **, 2015, stating that I had agreed to send her replacement machinesI have not been in communication with this individualNo information regarding this individual resides in our databaseIn and we recieved similar complaints from a similar profileSending emails to me directly as if we had been communicatingThis claim was that an assistant had returned two machines to us for exchangeNo legitimate proof of purchase or proof of delivery was providedNor were the machines located in our warehouseWe handle one year warranty exchanges on company manufactured espresso machines on a regular basisThe transaction requires clearly documented proof of purchase from an illy approved vendorThe receipt must be clearly dated with vendor product code and price paid at purchase

his matter was forwarded to our legal departmentNo comments can be made at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
We were working with Vanessa who was previously helping us and then were directed to Sophia (sp?) who advised she would help uswe emailed Sophia who advised she would help and many other people and never heard backWe have RMA *** and RMA *** if this means anything or helps but we have this down as pertaining to these two machinesWe emailed Vanessa as she was the last person to assist us and we believe the one to have been to shipped these to us and never didPlease just advise whom we need to speak to or contact to have this resolvedWe have reached out many times and just don't know who or what we need to do nowWe were last told our machines would not be repaired and would be replaced
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
***

The business has responded Please see below:
A refund was processed and pushed through on 7/**/Customer should contact his bank for verificationCustomer was refunded
$which is the cost paid for the machine

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
We were working with Vanessa who was previously helping us and then were directed to Sophia (sp?) who advised she would help uswe emailed Sophia who advised she would help and many other people and never heard backWe have RMA *** and RMA *** if this means anything or helps but we have this down as pertaining to these two machinesWe emailed Vanessa as she was the last person to assist us and we believe the one to have been to shipped these to us and never didPlease just advise whom we need to speak to or contact to have this resolvedWe have reached out many times and just don't know who or what we need to do nowWe were last told our machines would not be repaired and would be replaced
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The business has responded.  Please see below:A refund was processed and pushed through on 7/**/2015. Customer should contact his bank for verification. Customer was refunded $232.00 which is the cost paid for the machine.

Illy caffe refunded [redacted] $26.95 for the next day air charge on April **, 2014 as the package did not arrive as promised from Fed Ex. We also canceled [redacted] account so no additional coffee orders will be shipped.
           

To compensate [redacted] for his inconvenience, we sent him two complimentary cans of coffee at no charge on April **, 2014.
His order was delivered and the FedEx tracking number is [redacted]
This issue has now been resolved

his matter was forwarded to our legal department. No comments can be made at this time.

Hello,
 
We submitted a response for this case online today April [redacted]. 
 
We refunded the customer $26.95 as the order did not arrive as promised, canceled his account as he requested and sent him two complimentary cans of coffee for the...

inconvenience.
 
This case is now closed.
 
 
[redacted]

The business has responded.  Please see below:
Complainant began emailing me on July **, 2015, stating that I had agreed to send her 2 replacement machines. I have not been in...

communication with this individual. No information regarding this individual resides in our database. In 2009 and 2010 we recieved similar complaints from a similar profile. Sending emails to me directly as if we had been communicating. This claim was that an assistant had returned two machines to us for exchange. No legitimate proof of purchase or proof of delivery was provided. Nor were the machines located in our warehouse. We handle one year warranty exchanges on company manufactured espresso machines on a regular basis. The transaction requires clearly documented proof of purchase from an illy approved vendor. The receipt must be clearly dated with vendor product code and price paid at purchase.

Regarding the response dated 4/**/2014, illy caffe issued a refund for the shipping charges of $26.95 on April **. Please note the refund takes 1-4 business days to process on our end and there might be additional bank time. We would recommend that [redacted] continue to check with his bank as a refund was issued by illy caffe.
Regarding his new complaint, we are also crediting [redacted] $55.50 for the three cans of coffee he claims was stale. Again, once we process the refund, it does take time for the refund to be seen on his account and [redacted] should contact his bank.
We apologize for any inconvenience this has caused [redacted].

The business has responded. Please see below:[redacted] placed an order with illy caffe on Friday [redacted] for ground shipping which usually takes 7-10 business days. At that time, her credit card was authorized (not charged). Our warehouse was closed Saturday the [redacted] and Sunday the [redacted]. ...

Because she did not get an order confirmation, she emailed our customer care department for status of the order. Per our phone logs, the customer called on Monday [redacted] and spoke to one of our representatives. At that time she was told we were unable to ship the item and requested the order be canceled. The order was canceled on [redacted] per the customers request. The representative told [redacted] that her card was not charged but just a pending authorization until the order ships. Because the order was canceled, she would not be charged and the authorization would be removed. [redacted]'s bank can verify this was done. Illy caffe did not charge the customers credit card and no monies were collected by illy caffe.