Robert B Ksx

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Scaling Scam

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Updated by user Nov 05, 2023

I got the corporate secret-ingredient (but it tastes like vinegar) descaler and got my machine working or so I thought. I no long produced coffee.

I've done everything short of smashing it on video which I do plan to do.

It either has a moveable clot or something else is causing it to not transfer hot water to my coffee grinds. AVOID THIS PRODUCT.

Updated by user Oct 29, 2023

Customer service continues to be chronically subpar, but I learned that part of my problem was a cockroach carcass in the water reservoir although the problem returned. I am awaiting a canister of the exorbitantly priced descaler. Interestingly, my computer consultant insists that vinegar will suffice for a descaler which, if true, makes the expensive descaler a scam.

Original review Oct 14, 2023
Less than 13 months after purchase, my machine stopped providing coffee (but the wand still works well). I webmailed an inquiry 2 days ago. I've been ignored. I don't recall any heads up about scaling at any time. The scaling solution appears to be a Mafia-priced product @ $24.95. AVOID DeLONGHI.
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Pros:
  • Price
Cons:
  • Customer abuse

Preferred solution: Effective customer service and an apology.

User's recommendation: Avoid

Anonymous
map-marker Concord, North Carolina

Poor Customer Service

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Customer service is very very poor!!! They lie say they doing one thing and dont stand on their word.
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Kathleen K Pgi

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The absolute worst Customer Service!

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Delonghi - The absolute worst Customer Service!

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 design of 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 one of their agents. What is wrong with De'Longhi?

They had no problem taking my payment. They obviously don't care about their customers and worse than that, they are most certainly thieves and should be jailed for stealing our money!

All I want is a new replacement machine in working condition to make up for the manufacturer defect they sent me. NEVER in a million years will I ever again buy a De'Longhi product!!

Date of experience: June 06, 2023

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Loss:
$600
Pros:
  • Non
Cons:
  • Do not care about customers and feel free to steal from you

Preferred solution: Full refund

User's recommendation: Do not buy any De'Longhi product!

Anonymous
map-marker Tulsa, Oklahoma

Won't run descaler

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Very accented English. Very by the book, no consideration given. Unbending.This is the third time since January to send the machine in for service! DO NOT BUY DELONGHI!!
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User's recommendation: Buy Breville

Eduardo P Wes

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DISHONEST COMPANY

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Delonghi - DISHONEST COMPANY
Delonghi - DISHONEST COMPANY - Image 2

BEWARE! I'd give 0 stars if I could for the worst customer service ever.

Dont waste your money on this product and deal with this dishonest company. Please see the full timeline below.

On Sep 8, 2022, I purchased two units of the Alicia Moka Pot on DeLonghi's website to give them as gifts for a relative who was visiting from overseas.

On Sep 10 my order arrived, and we tested both units to make sure they were working. It turns out one of the units came defective, and the switch doesn't stay on, so it doesn't brew coffee. On the same day, I sent an e-mail to Customer Service through DeLonghis website form.

In this e-mail, I explained that since one of the units came defective, and my relative was leaving the country on Sep 16, I asked if they could expedite the return of the defective unit and send a replacement by Sep 15. THEY HAVE NEVER REPLIED TO THIS E-MAIL!

As my family and I were moving, and also my 2-year-old daughter got sick doing in-hospital treatment for a week, it took me a few days until I could follow up on this.

On Sep 26, I tried to call Customer Service and after 40 minutes waiting on the telephone, I was finally able to speak with a Customer Care Agent. After confirming my order number, he said he had received my e-mail, which they never replied to, by the way. He was apologetic and offered to get my unit repaired, and said that hed open a ticket.

I kindly refused and said that at this point, I'd like to return the unit and get a refund, since my relative had gone back home already. The gentleman on the telephone was pleasant and said that it was no problem at all, and all he'd need was to have a proof of purchase, and then he'd initiate the return/refund process. The Customer Care Agent said hed send me an e-mail and requested me to reply with the proof of purchase attached. I thought this was very odd since I purchased the unit directly on Delonghi's website, but still, I replied to his e-mail attaching the receipts from Delonghi's website.

THEY DIDNT REPLY TO THIS E-MAIL!

On Sep 27, I followed up on the e-mail I replied to and asked if they have received the proof of purchase that was attached, and said I was looking forward to hearing back from them and getting the shipping label to return the defective unit. AGAIN, THEY HAVE NEVER REPLIED TO THIS E-MAIL!

On Sep 30, I tried to call again to follow up on my return/refund. This time they were quick to respond, and after 5 minutes I was talking to a Customer Care Agent. I explained the story to her from scratch and asked if she had received my e-mail with the proof of purchase.

She said she received the e-mail and apologized for the inconvenience. She said she'd forward my request to the refund department, and she guaranteed they'd be contacting me in 3-5 business days. I said to the agent I was aware of the 30-day refund policy, and that I didn't want to miss the deadline, and reminded her that I was trying to contact DeLonghi since Sep 10 in order to initiate the return/refund process. I also asked if she could send me this confirmation by e-mail, and she said I shouldn't worry about it, and that all the information was written on my file, and that I should just wait for them to contact me.

I thanked the Agent and said that Id keep an eye out to the refund department e-mail.

Today is Oct 11, 2022, and THEY NEVER SENT ME ANY E-MAIL REGARDING MY RETURN/REFUND, AND NOW I'M PAST THE 30-DAY RETURN/REFUND POLICY, MEANING THEY INTENTIONALLY AND MALICIOUSLY MADE ME WAIT TO MISS THE DEADLINE, AND THEY WILL NOT REFUND ME FOR A DEFECTIVE UNIT!!!

MEANING I THREW AWAY $120!

My recommendation, if you're interested in a Moka Pot Coffee Maker, please save yourself from the headache to deal with this company and buy a stove top one at your local grocery. My next step will be filing a complaint in the Provincial and Federal Consumer Affairs offices, as DeLonghi has not acted bona fide and kept me without an answer, just so I missed the deadline to return a product that they sent me defective.

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Loss:
$120

Preferred solution: Full refund

User's recommendation: STAY AWAY!

Patrick O Ksg

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| map-marker Naples, Maine

Third Delonghi dehumidifier. Same problem.

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This is my third Delonghi dehumidifier. Same problem with all. The pump works fine for a couple of weeks/months and then the whole unit shuts down. The only way I can restart it is to unplug it and then replace the plug. It works fine if I dont turn on the pump. This means that I have to go down the stairs to the cellar to empty the water tank. I am 87 years old and dont do stairs well, The reason I bought this unit is because it has a pump. What can you do to rectify this problem. I am not getting any younger.
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User's recommendation: Stere clear.

ROBIN L Tyd

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Delonghi doesn't respect any warranty for their faulty machines

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We bought a 400 euros coffee machine. After less than 1 year it woke us one night with terrible noise and smell. It had ground all the beans and was continuing to try and grind more. The machine was overheated too. I contacted customer service and they have totally ignored my request for repair. They refuse to answer. Just look online on facebook and trustpilot. They have a bad reputation for this. I will never buy a product from this *** company ever again.
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Loss:
$437
Cons:
  • Do not respect any warranty when product is faulty

Preferred solution: Full refund

User's recommendation: DO NOT BUY DELONGHI PRODUCTS. THEY DON'T REPAIR ANYTHING. TERRIBLE CUSTOMER SUPPORT

Ilya K Uat

Coffee doesn't come through only water

Too long of waiting for answers , I was put on hold for a 40 minute, and then was disconnected, I really need to talk to someone about my coffee machine
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Preferred solution: Technical support

Jarita Dxf
map-marker Henderson, Nevada

I would like to know if I can use a diskaler made in USA

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My coffee maker is liking water more than the past. I though needed to be descaled. Apparently its not true. Thank you for the advice.
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User's recommendation: Definitely

Mark H Deo

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| map-marker Saddle Brook, New Jersey

Twice in an email they offered me a 20% discount on a future purchase from delonghi, kenwood or braun. They didn't deliver on their promise from there email's to me

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As above, sent me a discount code, I tried to purchase a braun shaver, failed. Contacted delonghi customer service as before, sent em a new discount code, failed again. Called them again, waited 1 week for a follow up answer, no call so I called them again and now they say they can't help me even though they twice offered the 20% discount in an email to me.
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Cons:
  • Deceitful

Preferred solution: the minimum would be the 20% discount that they promised in 2 emails to me

User's recommendation: You have a voice and a choice. Please do not select this company or any of there other companies on their website

Anonymous
map-marker Wantage, Oxfordshire

ELETTA

Purchased in UK and a while ago. All I want to know is how often should I descale it. I do it every 4 months is that OK? I clean it every 2 months, is that OK? Andrew A Taylor.
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Belladonna Xgk

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| map-marker Middle Island, New York

The worst customer service of my life.

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The machine never worked properly from the day I got it. Its now been 2 months and its still not resolved. I finally got an email that I should cut the cord and throw it out. Then an email from another person that they would send a close replacement. Another person told me I would have to pay to shop back the defective machine. No one has ever told me the same thing. Headquarters are in Italy. There is no contact t in the US. I will NEVER purchase from them again. Only from a reputable retail store. Its been a nightmare.
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User's recommendation: Don’t buy directly from them.

Debbie B Niy

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| map-marker Mississauga, Ontario

TERRIBLE PRODUCT & WORST CUSTOMER SERVICE

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CRThe absolute WORST Customer Service I have ever experienced. Purchased the DeLonghi La Specialista Espresso machine in Dec.2021 spending more than I ever have for a coffee machine.

Had a month of headaches trying to get the warranty registered because the serial# was illegible. Then after having it for 5 months it stopped heating the coffee. For 4 months I called and emailed the company to get it repaired or replaced. Calls and emails were never returned.

Finally I drove 3 hours to their repair store and then heard nothing for another month. I then did what I should have done in the beginning and I called Canadian Tire where I purchased it.

Canadian Tire has amazing Customer Service and they advised they would refund me no problem! I will never purchase a DeLonghi product again!

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Cons:
  • Poor quality product and terrible customer service

User's recommendation: Never buy DeLonghi

PRADEEP S Vft

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Magnifica automatic espresso and cappucino maker

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Delonghi - Magnifica automatic espresso and cappucino maker
I bought in August 2021. Since then, it has been used about 2 or 3 cups a week. It started giving error message for water tank. Despite keeping perfectly clean and descaling regularly, it did not help and just stopped working. I sent emails to customer service department which never responded back. Tried calling help line but no one picks up the phone and tried waiting for more than one hour few times and I just gave up. I think these machines are made very poorly and are not reliable. Please do not buy this machine.
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Loss:
$500
Cons:
  • Bad machines

Preferred solution: some one pick up the phone or respond to my emails go fix the machine

User's recommendation: do not buy delonghi

Candice G Lwk

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Unsatisfied customer

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I bought a brand new delonghi la specialista, $899 machine without tax. It came broken, I called they took weeks to get the product repaired, and I was finally given another machine. Only to have it break 2 months later. Come to find out these are repaired machines, if I wanted to be refurbished I would have bought at half the price. I am pissed off. I have to send back it to be repaired again! *** this. I am loosing out on coffee beans every time as I have to vacuum them out. I want a new machine and compensation for the 2 bags of beans I have lost.
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Preferred solution: Full refund