Lavazza Avis 

The power board failed on my modi mio desea coffee machine after just over 1 year of occasional use - it clearly wasn’t designed well enough to cope with an anything but perfect electricity supply. No warranty (they have a very limited service network internationally) and they won’t supply a replacement board for the failed item which can’t be repaired, so this relatively new, fancy & expensive machine is now just scrap, for the sake of an easily replaceable part. I received a lengthy email from them basically telling me ‘tough luck’. My advice is…don’t buy Lavazza - get something cheaper and more reliable with a right to repair…and save £££ on their capsules, too!

Awful customer service, crap machine and discusting staff!

Do not buy from them! Rip off and your machine will break and they don't care!
They collected my machine to be fixed and it was returned with the same problem and worse!
Never again!

The customer service advisors are always pleasant but what an awful awful stressful experience with a coffee machine. Do not waste your time buying from here.

It first broke, so I spent hours on a live video call/getting it collected, etc. I was told it would be back in under a week. 12 days later I’m chasing it up. They do not give you any time frames when they “chase” other departments. It finally then arrives back with me STILL BROKE, I doubt they attempted to fix it and just sent it back after I asked where it was four times.

Not only that, it arrived soaking wet, dirty, stinking of stale coffee and scraped all over the top. They thought this was acceptable to return it in this way?

After several back and forth and images sent showing all of this, I then wait another day for them to agree to send me a new machine. It arrived a different colour to the one I had without telling me.

Apparently they do not do that colour anymore. Would have been nice to be told! I got my appliances to match the coffee machine now I am stuck with this with a like it or lump it situation. They even sent it to the address that I do not get orders to. You would think common sense would be, send the machine to the collection address and the address where the coffee is sent to.

Their gesture after I ask, yes ME who asked, no offer of anything for all of this time and back and forths and a wrong colour machine, was one box of pods worth £4. I’d rather not wait for a delivery for a Handful of their pods.

I am on a subscription of coffee, couldn’t used any in three weeks and I have a surplus of it and their offer is, a box of £4 coffee? Shambolic for being a subscription customer.

I will wait until this subscription is over and I will never return due to this outcome. Cowboy company.

Got a coffee machine for a Christmas present and it didn’t even last 2 weeks! Had to get it collected and it took over a week for them to collect and get it fixed for me. Just got it back and I’ve had the same problem again !!!! Absolutely not waiting another week to get the same result again !! DO NOT BUY FROM THIS COMPANY

Dolce Gusto Modo Mio pods- Changed beans change taste !

Having been a dolce lungo modo mio pods lover almost every day for for 3 + years.
We are now very disappointed.

The latest batch ( use by 30th Nov 25), Lavazza have changed the beans ! Yak in comparison !

Bitter in comparison, no longer smooth..

The aroma while brewing is totally different.
One can only assume they are a different ( and cheaper bean).

Certainly bordering on being unpleasant in comparison to the past 3 years we have used them.

Have tried different boxes ( but with same expiry date) all the same.. bordering on unpleasant.

No indication on the outer box that anything has been changed.. SHAME ON LAVAZZA !

I shan't be buying any more, we have 3 boxes to get through, but Lavazza will have then lost our custom.

Lavazza what on earth have you done?

You have spoiled a wonderful coffee and increased the price too !

Do not buy one of these coffee machines!

They hate English speakers. Leave it to the Italians they do not want your money:

Bought one because it was cheap and while there are several descaling videos dependent on serial number : there is no video for my serial number and if I just wing it I void my warranty.

Can’t wait to save up and buy another machine.

Would give zero stars if possible!
To the rest of the one star reviews - you guys were lucky to even receive your orders !
I bought a Lavazza/Smeg coffee machine with £100 discount as advertised everywhere on their site !
Got an email next day saying the cream wasn't available, did I want black or red ?
Of course I wanted cream - so I asked for a refund
Instead of just cancelling the payment shown as pending on my banking app they took my money and now I have to wait for a refund in 5 business days. So looking highly likely that will be in the new year !!
It was a Xmas present that I cannot afford to replace which was explained to Matteo and Bailey
Very unhappy with this !

Absolutely brilliant customer service. My first machine purchased in 2018 broke down in 2020 but was replaced without question with a far superior machine. I thought today that my machine had reached the end of its life but a quick call to customer services connected me to a lovely young man who arranged a video call to actually monitor what was happening, advise me on what steps to take and enabled my machine to jump back to life in time for Christmas. Now that’s what I call first class service. I would highly recommend this company not one fir the best coffee maker on the market but for excellent ongoing customer service.

The service is really awful. An order for mio cups and capsules was accepted. It turns out that there are no cups and they are not able to specify when they will send everything. The order was accepted, paid for. Two weeks have passed and the delivery was supposed to be in five days. Lavazza coffee is in my opinion the best I have ever had, I use a dessa coffee machine. Only this customer service.

Bought a pack of pods but 7 out of 10 were crushed and could not produce coffee. I had used Starbucks pods with the machine and not a single one crushed. Wrote in to Lavazza customer support with the photographic evidence of crushed pods amd a Starbucks capsule side by side and the packaging. They asked even more questions like batch number, EAN code and asked to do a video of brewing with the machine. We tried to answer whatever we can but by then we already threw away all the pods and the packaging and had no more information to provide them. With that, they just said that they were unable to investigate the issue further and close case. Advised us to provide packaging information the next time we experience this issue. It’s obvious from the photos the capsules are crushed and consumer monies are wasted. The packaging number is just a lousy excuse to wiggle out of the situation.

Great customer service. We were redirected to James who was helpful, patient and understanding.

Having recently experienced Lavazza’s Customer Services I have come away feeling angry and cheated! We bought a Lavazza Smeg coffee machine last Christmas but didn’t get a chance to use it until a week ago as we had a serious oil leak at our house and part of the property had to be rebuilt. When we made the two coffees the machine seemed to make a lot of steam and the coffee was bitter and un drinkable. We tried several more times with the same results. We bought new capsules and used bottled water instead of our filtered water but got the same result. We had a similar problem with a Mondo Mio Jolie machine which we returned to Amazon for a refund. I contacted Lavazza and got passed between 4 different people and had to keep giving all the details, send videos etc etc Firstly I was told there was nothing they could do because I hadn’t returned it within 30 days despite it having a 2 year guarantee! Then I was told to descale my brand new machine, then was told there was nothing they could or would do as there was nothing wrong with the machine and we should one of their other blends of coffee which wasn’t so strong in taste! They wouldn’t accept the machine was getting too hot and scalding the coffee making it taste bitter. We have been left with no choice but to dump the machine as it’s not fit for purpose. Will never buy another Lavazza product and advise my friends and acquaintances to do the same. Basically they refuse to accept their products are faulty and don’t care at all about their customers.

I purchased a Modo Mio coffee machine, never had a coffee machine before, a Jolie and Milk. Got the box home, unpacked it and looked for the starter pack of pods. There were none. I contacted Lavazza who told me that they don't include them anymore because they have a deal where I can purchase 10 boxes of pods at 40% discount.
So, here we were, all excited about our new coffee machine and I have to wait 10 days for delivery - interesting concept. Customer service were very helpful. They apologetic and agreed to send me a free pack of pods - these arrived on the same day as the main order..! Thank god for Tesco's where I purchased a "get me going pack".
This said, we are enjoying the coffee. We find it very smooth with no bitter after taste and the pod with "notes of chocolate" clearly has notes of chocolate.

Awful company engaging in fraudulent behavior, much like several of the reviews below...After a couple of deliveries, the completely valid debit card I had on my account "failed" with no explanation. When I checked my details the card details were correct, the account was active with more than enough funds in it.
To be honest, i gave up and started purchasing the pods via Amazon and other online sellers. After a few months I suddenly received an email saying my payment couldn't be taken, and my subscription was cancelled but I would need to pay a cancellation fee of around £60. Miraculously the same card that "failed" on my subscriptions was deducted to the sum of the cancellation fee.
I have tried to resolve the issue with Lavazza Customer service, even suggesting they put the cancellation fee towards an order of coffee, we check the card and add a different one if necessary and I carry on being a customer.
Each time this is met with complete ignorance, an unwillingness to help and a completely arrogant customer service attitude...despite the issue being a technical error their end!

Lavazza is honestly one of my favourite brand for Commercial coffee. The only problem is, like other customers have already pointed out, their logistic/delivery time frame is a nightmare. If you are a subscriber then, you are in for a treat! Every 3-4 months the system doesn't recognise the credit card as valid anymore and you have to call Lavazza Customer Service to enable your card again. (no heads-up are given, you only find out when your order is not processed) To add insult to injury, after waiting for so long, there is a good opportunity that some of your pods will be faulty. (I just had refunded two boxes of pods as I had 10+ faulty pods with my last order)
I don't blame the team behind their Customer Service because they go above and beyond every time you reach out to them and are responsive and understanding.
Those 2 stars are for you Execs at Lavazza!

Absolute sheite quality, wrong size sent.
Will not refund or replace.
AVOID AT ALL COSTS
ROBBING BASTDDS

REALLY HOPE YOU ENJOY MY £37 YOU OBVIOUSLY NEED IT MORE THAN ME.

JUST HOPE PEOPLE PAY ATTENTION TO THIS VALID REVIEW & AVOID THIS COMPANY AT ALL COSTS

I discussed with the support team the fact the machine has been well looked after and cleaned regularly and had been working perfectly well, until I started using a batch of Lavazza capsules that had been too tightly packed, being the Dolce. This had been confirmed by the Lavazza Support Team on giving them the batch number. Using these faulty Lavazza capsules has resulted in creating an issue with the machine! Yet they would not repair or replace the machine.
Terrible customer service and policies.

I hope you don't treat you customers the way you treated my partner(but looking at the reviews looks like you do)online interview arrange for 10.30 am monday morning nothing nothing no contact whatsoever to my partner after repeated phone calls and emails no response whatsoever

Received faulty pods, when informed was subjected to an interrogation by customer service about the machine instead of just shipping a replacement box. Eventually when I dug out the relevant information gave it to them and then they ask me for the 'batch number' of the shipment even thought i sent them at the very beginning a screen shot of the serial number of the faulty box. I am shocked at how bad their customer service was. They should have turned around the request in 1 day instead over a month later all that happens is i will drop them as a supplier and switch machines. Appalling customer service.

Rating: 1 star

I am extremely disappointed with the way Lavazza has handled my subscription and subsequent issues. Despite my attempts to communicate with them regarding my concerns, the customer service team has stopped replying to me, leaving me feeling ignored and frustrated.

Initially, I subscribed to Lavazza's service with the expectation of receiving quality coffee products tailored to my needs. However, I was met with a series of problems, including receiving an excessive number of boxes despite specifying my consumption habits, and being charged an unexpected cancellation fee without clear communication.

The lack of transparency and poor communication from Lavazza regarding payment issues and subscription terms is concerning. Additionally, their marketing tactic of offering the machine for £1 to lure customers into a potentially restrictive subscription model reflects unfair business practices.

Despite seeking advice from external sources to clarify the situation, Lavazza has failed to address my concerns or provide a satisfactory resolution. The lack of responsiveness and unwillingness to engage in constructive dialogue is disappointing and reflects poorly on their customer service standards.

I urge potential customers to exercise caution when considering a subscription with Lavazza, as my experience has been marred by communication breakdowns, unexpected fees, and a lack of accountability on the company's part.

In conclusion, I hope Lavazza reevaluates its customer service practices and business ethics to ensure a more positive and transparent experience for all customers.

Marcus