Shop Illy (shop.illy.com) has a 1.5 out of 5 rating on OK.one, based on 100 user reviews collected here. It is listed under Food, Beverages & Tobacco and its reputation is poor. 84% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; 15 of them were added in the last 12 months. Last updated 2026-09-07.
Truly shocking customer service. I paused my coffee sub for a few months, then as I couldn't see a way to cancel it on the website, I emailed customer service asking them to cancel the account for me. They did so, but not before taking another payment and putting an order through! I'd made clear to them I wanted no more orders.
Since then, I've had one rude email and they've just ignored my three chaser emails. It's the principle of the thing - to take payments without the customer's agreement, then ignore all communication.
Do not buy from this company!
Cafe at white rose centre - refused entry as I had a pram. There was enough room but they stated I was unable to due to space. Rude staff and manager basically ran towards the entrance to prevent me coming in. It felt more that they were against mothers and babies entering.
I would never order from the website again. Be very careful. I tried ordering a coffee subscription and they had an issue taking payment from HSBC. I had to constantly chase them as they wouldn't reply to my emails or call back as promised. So, I cancelled my order. They then took unauthorised payments, again they don't reply to emails and repeated requests to delete my bank details.
Shocking customer service.
Illy’s customer service deal with their customers as they deal with unroasted coffee beans so they do their job in roasting their customers.
Keep up the rubbish job.
Had coffee machine about 2 months and the attachment that froths the milk flew off whilst the steam was in full flow. Complained and they sent new parts for this, not a new machine. Have had problems with the news parts with the same problem. I would definitely not recommend this type of coffee machine.
If you do buy, get a new machine if anything goes wrong as you will just have a headache with the same problems persisting
I ordered a coffe maker on sale with free shipping. Was excited to get it but it was defective and did not brew even a cup. Frustrating and now I have to pay for shipping to send it back. I called and was on hold forever to talk to anyone. Finally someone answered and said she will email me a prepaid label and I never got that either. Now I have to call back and wait again.
Terrible experience all together. I’m heading to target to get a new machine.
I love Illy coffee! I thought that I'd buy Nespresso compatible Illy pods directly from Illy USA. I placed my order on June 30. Today is July 10 and I still have not received my order. I was told it was in transit 150 miles away and that the carrier FedEx handed my shipment over to USPS. I can't imagine how much time THAT will add to my shipment. Illy...great coffee, TERRIBLE logistics. You may want to consider ordering from Amazon.
Illy coffee has outstanding quality, no doubts. But don’t use the online shop, because Illy cooperate with FedEx. You will not receive your orders, need a lot of patience and conversation with Illy costumer support.
I opened a sealed can of illy coffee and the force of air that came out blasted coffee grounds and a live bee out of the container… the bee promptly stung me in the neck… I have to rate them 5 stars for this above and beyond prank.
Really wish there was a zero star option.
Placed a subscription order for a coffee machine and capsules. Waited 4 days and got no idea of delivery.
"Customer services" told me that the subscription was cancelled due to problems with my particular payment provider taking subscription payments.
My payment provider is Mastercard. This is not going to be correct information.
Anyway, I used the same card to buy from a competitor with no issues. I guess you can afford to pick and choose your customers. ps There was no credit check, this was purely an arbitrary manual decision.
They canceled my subscription order 2 times in January. I contacted customer service and they said it was because one flavor wasn't available. So instead of sending the other 5 types they canceled the entire order 2 times. Said they would send a complimentary box which never happened. No coffee the entire month of January. I sent 3 follow up emails never got a response. Love the coffee, but I canceled my subscription and won't return because of poor customer service, not the quality of the product. They must be able to absorb losing loyal customers, I've consumed their coffee for years but they tossed me aside.
Was sent the wrong coffee , contacted customer service I was told they would ring back they never did. Was told to photo the wrong delivery and send the photo to them . They never replied , and it goes on and on....They have no idea and they do not care about customer service!
Birthday surprise fail
After waking my husband up early so I could see his reaction to getting an illy espresso machine for his birthday, imagine the utter disappointment when we discovered that illy had failed to include the coffee pods. No delicious coffee surprise, just a useless plastic machine. I thought it was my fault and have been feeling bad all morning for ruining his birthday. called illy and they said coffee shiuld have come in separate package, that they would resend it now. As a customer who has been let down, I expect more from you than just something you should have gotten right in the first place! rethinking whether to continue
Absolutely terrible company to use if you are a business.
Terrible customer service, our rep is as useful as a chocolate fire-guard and also very rude. Your rep will do nothing but try and rinse you for every penny you have and you will constantly be double charged for the same orders.
This company will not look after you and will not go the extra mile to keep you happy, unfortunately we have asked them to take out the machine even though we have 1.5 years left to pay the contract.
Avoid, avoid, AVOID!
Ordered the coffee subscription and coffee machine almost two weeks ago. Payment has been taken but I haven’t heard anything since. Emailed and no reply after a week. Used the whats app number which also has been ignored. Now I have to raise a dispute with the bank just to get the money back. Non existent customer service. Waste of time.
They had a special offer - buy a certain amount of coffee pods and get a free machine. Of course you had to buy about £120 worth of coffee but I would have bought that anyway, plus there was a bonus of a free machine.
Anyway, about 6 months after I got the machine it broke. I contacted Illy who said, yes it was in warranty and we can collect it from you. And then after that I couldn't get in touch with them. I email them, whatsapped them etc but they will not contact me.
I suppose because I got the machine free, it wasn't worth their while to fix it.
I think its disgusting and I won't buy any coffee from them again.
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.
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