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.
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.
Terrible company- every order gets sent to a different address, incorrect coffee for coffee machine and then they charge you again to resend correct coffee despite it being their error. AVOID!
Been ordering the iperespresso capsules. Never had a problem personally. Always fast delivery. Very well packed. I would recommend and will continue to use.
Ordered Iperespresso coffee capsules 1 week ago, should have been here in 48 hours. 8 days after, still nothing. Sent 3 emails since - still nothing. Asked to cancel the order - STILL NOTHING. Good coffee, s#⁰it customer service, typical italians.
Wish I had checked here before ordering. After making TWO cups of coffee the machine decided to start dripping constantly. Contacted Customer Service and was told someone would respond the following day. Twelve days later, nothing despite me emailing several times, phoning is a non starter.
Their coffee is good but the customer service is none-existing. I bought an X7.1 machine last Nov and last month noticed that there is a problem with the steam ward. The machine is still under warranty so I sent the customer service an email with photos attached. Their team come back to me a few days later saying they are going to send me a part replacement and ask me to send them my address, which I did right away. Ask for an update a week later when there is nothing arrived and they asked for my address again. I sent them my address again. Then, I have not heard from them ever since. Try to call them, but never succeeded to speak with anyone nor I can leave a message. Why put a working hour and tel no. on the website when there is no one going to pick up the phone? Ask for updates through email several times in the past two weeks and got radio silent. They are quick to dispatch new orders but come to following up. Just don't bother. Products are good, just don't buy them on their website. Not sure if they are just going to wait until the warranty expire. It is simply not acceptable!
My Iperespresso coffee machine stopped working after only one month. I've emailed Illy customer service, called them after waiting a week and tried their social media. No reply. Nothing. The only thing I got on the phone was 'please call back later, we're busy.' Illy coffee machines are low quality but their customer service is somehow even worse. Avoid!
Best Customer Service. I buy from illy on a weekly basis and except of this last purchase always on time and hassle free delivery and in an event that there is an issue customer service with email takes care of it. Great job and keep up the good work.
I usually buy lose Illy coffee and fill my own capsules to make coffee in my Nespresso machine. I bought some of their capsules from the supermarket as a treat to use instead. They look identical to Nespresso capsules. They didn't work. Only a dribble of coffee came out and the capsule was left badly squeezed and distorted. Looking at the packaging it says to check online to see which machines they can be used with. Why would you want to be bothered to do that whilst doing your weekly shop? It should state on the packaging which machines they could be used with. I ended up buying them and had to throw them away. I did contact customers services and was asked to send photos etc. including details of my machine. After I'd done this, I never heard from them again. I won't buy any coffee from Illy again now. they obviously do not care about their customers in any way. Avoid their capsules at all cost. A complete waste of money!
RECEIVED AN OPENED BOX I ordered capsels, one of the boxes (contains 10 capsels) was open and two capsels missing. (the package was not opened, so the box must have been packed by warehouse staff) I wonder why an open box is shipped and what was going on in their warehouse. Is it safe to use the capsels ? I contacted illy - with NO EXPLANATION. They shipped one new box free of charge, but my doubts and questions are not addressed.
Worst customer service ever. They claim on their website that the compatable capsules are ok with nespresso machines. They also note exclusions. Under exclusions they do not exclude Nespresso Essenza machine (what I have). Capsules arrived with half of the packages open (they are glued with a low quality glue). Upon trying the capsules, they proved that they are not compatable. Leaking water into the container and overflowing in the machine. I called to complain, the agent was unhelpful. He asked me to send everything back at my expense for them to decide if they might or might not refund me. He also asked for photos of everything and a detailed email with my complaints. He kept interrupting and answering in a condescending way. He would not let me finish my sentence. Eventually he hung up.
One my favorites coffee brands. Always excellent quality.
My milkfrother - "recommended by ILLY" - didn´t last for more than a year.. Nothing broke, it just won´t go anymore. What a waste of ressources..! Think it is called GS HomeWin, but clear labeled with: "RECOMMENDED BY ILLY" which is why we bought it. I don´t recommend!
I raised concerns to faulty plastic coffee capsules on the 01/07/2020 with photo of the barcode as reference. Email received over two weeks later from Illy asking for picture underneath the tin, two weeks to respond to a complaint 🤷♂️ By this time the tin had been put in the recycling. I’ve sent numerous emails and no response from their customer services, appalling !
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