Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the flagship super automatic PrimaDonna Elite machine from Delonghi and paid for overnight shipping - in total, this cost over $2000. Upon receiving the product, I followed the directions and realized immediately that there was an issue/ defect (it was leaking profusely from the bottom/ back of the machine. I called customer service and was asked to provide video evidence, which I did. They mentioned that I'd receive both a label to return the defective machine and a brand new machine to replace it. Neither has happened and I'm still out the $2000k. I asked if I could just order a new one and return this one. No one has gotten back to me and I'm looking for a resolution. I actually still want a functioning machine!

  Business Response

  Date: 05/20/2025

  Dear ****,
  
  Thank you for reaching out and sharing your experience with us. Were very sorry to hear about the difficulties youve encountered with your coffee maker and the frustration caused by miscommunication.
  
  At DeLonghi, we are committed to standing behind our products and providing a positive customer experience. We understand how disappointing this situation has been, and we take your concerns seriously. Our team is currently reviewing the details of your case and the history of your communications so we can determine the best way to move forward.
  
  Our team is on it and will follow up with a resolution shortly.
  
  
  Best regards,

  Customer Answer

  Date: 05/22/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  **** *****

• Initial Complaint

  Date:05/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/27/25 I purchased a Magnifica Evo Espresso Machine with Frother (order #*************) it came in 5/2/25 but it makes a rattle noise. I cleaned it and looked through it but the noise is still there. I didn't even use the machine. I put it back in the box and used your site to initiate a return but I see that I need to pay to ship it myself! That's unacceptable, I need a return label so I can send this back

  Business Response

  Date: 05/05/2025

  Dear *****,

  
  Thank you for reaching out to us and bringing your concerns to our attention. We’re truly sorry to hear about the trouble you’ve experienced with your recently purchased Magnifica Evo Espresso Machine. We understand how disappointing it can be when expectations aren’t met right out of the box.

  
  At De’Longhi, we’re committed to customer satisfaction and take all product concerns seriously. We are reviewing the details of your case, and our team will be reaching out to you directly with the appropriate next steps.

  
  Please know that we’re handling this with care and will follow up as soon as possible.

  
  
  Best regards,

  Customer Answer

  Date: 05/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *******

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the ********* All-in-*************** Coffee **************** Machine (COM532M) from the ********* Store on **********. Unfortunately, the product has significant design flaws that caused property damage. The machine leaks water from underneath and the back, pooling invisibly beneath it over time. This unnoticeable water buildup led to warping and damage to my countertop, which now needs to be replaced at an estimated cost of $1,500.I attempted to resolve the matter by contacting DeLonghi directly. They deflected responsibility to ******, despite it being their product. ******, in turn, declined to offer any resolution. I am left with a defective product and expensive damage to my kitchen.This machine is unfit for use in a typical kitchen environment and poses a risk to property due to the hidden leaks. A well-designed appliance should not cause this kind of damage during normal usage. I am seeking a full refund for the machine and request DeLonghi acknowledge the defect and take accountability.Resolution Sought:A full refund for the product and recognition of the design issue causing property damage. Ideally, DeLonghi should also contribute to or cover the cost of repairs caused by the machines failure.

  Business Response

  Date: 05/02/2025

  Dear ******,

  We sincerely apologize for the inconvenience and distress caused by our ********* unit - All-in-*************** Coffee Maker & Espresso Machine (COM532M). We understand the severity of the situation, including the damage to your countertop and the frustration of not receiving adequate support.

  We are committed to standing behind our products and ensuring customer satisfaction. We will immediately look into this matter and get in touch with you to resolve it, so please expect a call from us shortly. Likewise, our team will investigate the design flaw you mentioned and verify the communication you had with both ********* and ******. If there was any misdirection regarding property damage, we will address it promptly.

  Please provide us with any additional details or documentation regarding your attempts to contact us to resolve this issue, including any correspondence with ********* and Amazon (ticket or reference number). This will help us expedite the resolution process.
  
  Thank you for bringing this to our attention. We will work diligently to ensure a satisfactory resolution.
  
  Best regards,

  Customer Answer

  Date: 05/12/2025

  
  Complaint: 23277339
  
  I am rejecting this response because:I must have missed an option. The business and I currently have an open case now. I am sending the product to them for evaluation and review within the next few days. So, it's not resolved yet, but we are all working together. 
  
  
  
  Regards,
  
  ****** *******

  Business Response

  Date: 05/14/2025

  Thank you Mr **************** look forward to working with you and resolving this matter.
  I have resent the label and once we have the item we can look further into this for you.

  Kind Regards,

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned the "Magnifica Plus Automatic Espresso Machine". ******'hi received it on January 31st. Today is March 18th which is over 6 weeks after reception from them. So far I still haven't seen my refund. I have contacted them many times with no success. Why are they doing that, taking so long to refund the people?

  Business Response

  Date: 03/20/2025

  Hello,

  Thank you for taking the time to bring this to our attention.

  We will be processing the refund back to your original method of payment in the amount of *******. We sincerely apologize for the oversight.

  We will release the funds in the next 24 hours but please allow some time for your bank to credit them back to you. If you have any questions please let us know.

  We apologize again for any inconvenience this has caused and we look forward to resolving this very soon.

  Kind Regards

  Customer Answer

  Date: 03/20/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:03/10/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent the wrong item. Refuse to take accountability. Incompetent customer service. Will not issue a refund without getting the incorrect item back, but refuse to pick up the item from my residence. **************** is extremely poor. They refuse to allow customers to speak with manager of e-commerce. Company does not train staff. Evidenced through shipping errors, poor customer service and responses to emails from different people requesting different information.

  Business Response

  Date: 03/12/2025

  Hello,

  I am very sorry to hear of this experience and to learn that our customer service team wasnt helpful is concerning. I will be following up with them.

  I have asked one of my team ambassadors to reach out to discuss this further. We will work to help you resolve this.

  My deepest apologies regarding this matter. We look forward to connecting soon.

  Kind Regards

  Customer Answer

  Date: 03/12/2025

  
  Complaint: 23046076
  
  I am rejecting this response because:
  
  I have been in contact with NINE different ambassadors. They want the incorrect item shipped back. I work from 8-7 m-sat and unable to drop off at ***** which if far from my house. 
  

  Not only am I inconvenienced by getting the wrong item that was needed for a gift. I now had to purchase a different last minute gift. 
  Then DeLonghi set up a pick up with fed ex who did not show up. I have security footage all around my property. I had to waste my family members whole day waiting for fed ex. Because again I work 8-7 pm daily. 
  

  Fed ex isnt picking up the item. I do not have time to haul that item to ***** and I dont even have my refund for the missing item. 
  

  terrible service. If people did their job correctly, there would be no issue as I would have the correct item. 
  

  I need my refund asap
  
  Regards,
  
  ******** *******

  Business Response

  Date: 03/27/2025

  Hello,

  We are sorry you are still having an issue.

  I believe the notes mentioned that e have informed you we can no longer refund you since this charge was disputed with the credit card company. We now are forced to deal directly with them.

  We are only able to refund when they are not involved. When it is disputed as was here, our hands are tied. We will work with them and they will now need to release your funds.

  We apologize we were not able to satisfactorily resolve this matter. I will request to see if we can over ride the need to return the unit by disabling it. One of our team ambassadors will contact you shorlty.

  Kind Regards

  Customer Answer

  Date: 03/27/2025

  
  Complaint: 23046076
  
  I am rejecting this response because:
  
  After dealing with the business and wasting my time for almost a month and hours on hold and spent constructing emails, I was forced to contact my financial institution as this company took my money and delivered an incorrect item AND Im missing items. No refund from the business to date. 
  

  as in the last correspondence, I still havent heard from the company y like promised. BEWARE OF DELONGHI!
  
  Regards,
  
  ******** *******

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a DeLonghi TruBrew machine through ******** Sonoma in March of 2023. In May of 2024 (past the return window at ***********************) the machine kept displaying an error code. After contacting customer service via email they determined the machine was faulty and asked me to send it back to them and they would ship me a replacement machine. I did and was given a refurbished replacement. That machine worked from June 2024 to February 2025. Then it started brewing the coffee inside the coffee machine and none would come out of the actual coffee spout. At this point I have wasted at least $40 in coffee beans trying to test the machine and countless hours trying to fix it. As well as many, many days without a coffee maker while it sits broken on my counter. Each email to customer service takes at least 2 days for a response. Their solution is to have me ship them the machine and they will "fix" it and send me back my refurbished machine that was already refurbished when I received it. Now I will be without a coffee maker for another 3-4 weeks. When I called customer service I was told there was no other solution. When asking to speak to a supervisor I was told there is no supervisor so that would not be possible. When asked to be directed to a complaints department I was told there isn't one. So apparently I have reached the top of the line and will not be receiving any further assistance from them. I am extremely frustrated at the lack of customer service and the fact that I paid $600 for a reputable companies machine that I have been unable to use for at least 25% of the time that I have owned it.

  Business Response

  Date: 03/12/2025

  Hello,

  We are very sorry to hear you are having trouble with the coffeemaker. This is certainly not the level or excellence we strive to offer.

  I have authorized a one time courtesy replacement for you with my team. Someone will be reaching out to you shorlty.

  Our obligation under the warranty is to replace or repair the unit. If the replacement is not operating, repair to validate the issue would be our next request to assist you. I am happy to override that and asked my team to go ahead and send you a replacement.

  My hope is this will resolve your issue. We sincerely apologize for this inconvenience and we look forward to connecting with you soon.

  Kind Regards

  Customer Answer

  Date: 03/12/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My machine needed warranty repair...getting it sent back for repair was like pulling teeth, but it did finally happen. I received my machine bak after about 2 months of not having a machine (from the time it stopped working to the time it came back). The machine was severely scratched on the outside while in their care, although the machine still functions, the fact that it came back damaged on the outside is an issue for me given how expensive these machines are. I sent photos documenting the damage along with photos of the box as it arrived to me (no damage to the shipping box) and Delonghi now wants me to send the unit back for them to repair it gain. To be without the machine again, not to mention having to send it back to the people who damaged it, is simply unacceptable and the resolution I am requesting is either a full refund for the machine or a new machine. I will happily send the scratched machine back for either of these options but I I not ok with sending my machine for yet another "repair" when there is not guarantee that the machine will come back to me in undamaged condition.

  Business Response

  Date: 03/03/2025

  Hello,

  We are very sorry to hear you had this issue. We apologize you are having this experience.

  I have asked my call center team lead to contact you to discuss this further. We are hoping to work together to resolve this very soon.

  We apologize for any inconvenience this has caused.

  Kind Regards

  Customer Answer

  Date: 03/03/2025

  
  Complaint: 22999291
  
  I am rejecting this response because:
  
  I have been working with the customer service team and the customer service being provided has been inadequate.  The issues was supposedly escalated multiple times and no acceptable resolution has been provided  

  
  Regards,
  
  ******* ******

  Business Response

  Date: 03/05/2025

  Hello,

  We can certainly understand your frustration.

   

  As per the email I sent, I am being advised that you were contacted and the matter handled by replacement. If t his is not the case I will have my team reach out. If the matter has been handled please advise.

  We will assume it will be closed if it has been managed.

  We apologize again for any inconvenience.

   

  Kind Regards

  Customer Answer

  Date: 03/14/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  
  I am closing my complaint regarding my DeLonghi Magnifica *** due to the companys decision to provide a brand-new replacement unit. While I appreciate this resolution, my experience with DeLonghis warranty process has been frustrating, unnecessarily prolonged, and marked by poor customer service.
  
  From the initial repair request in early January, I faced significant delays, unclear communication, and, ultimately, damage to my machine while it was being serviced. Throughout the process, my concerns about the delays and inconvenience were repeatedly dismissed with generic, boilerplate responses that failed to acknowledge my frustrations as a customer. Rather than addressing the issue directly, DeLonghi relied on scripted replies and initially offered a recertified replacement as a one-size-fits-all solution, instead of taking true accountability for the situation.
  
  It took persistent effort on my partincluding filing this complaintto finally reach a fair resolution. While I am satisfied with the outcome, I hope DeLonghi reevaluates its approach to customer service and warranty support, particularly in how it handles legitimate concerns with accountability, urgency, and effective communication. At the price point of their machines, the quality of service should match the level of investment.
  How a company treats its customers in these situations speaks volumes about its values. Based on my experience, I am left feeling that DeLonghi does not value me as a customer. As a result, while I am accepting this resolution, I will never purchase from them again.
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have my husband this espresso maker for Christmas. We were thrilled with it as it made amazing espresso drinks. About a month later, the grinder stopped dispensing the full amount for 2 shots so wed have to run it through twice. Soon after that, the pressure gage would max out and Id get an alert. I looked at the trouble shooting and it stated the only resolution was to call. I walked through so ideas about different grinds and when I changed the grind, the espresso came out too foamy or too bitter. They saw what was happening and sent me a box to send back for repair. About a month later the state its fixed and are sending it back. I looked at what they did and all they did was clean it. Knowing this wasnt the issue I called immediately for answers. They state they ran it through diagnostics and it was fine. I said If they didnt fix the brewing, they didnt fix the issue so keep it and try again. They basically dismissed me and told me to wait until I got it back. I get it back and the grinder isnt working right and the coffee is c*** Im angry at the gaslighting and now I just want them to replace it because of the incompetence around repair. Please send a new one asap. You will not stop hearing from me on social until this has been resolved.

  Business Response

  Date: 03/05/2025

  Hello,

  I am very sorry to hear of this issue.

  I have escalated this over and it is my understanding we are replacing the item, and offered a free pick up because you felt the item was very heavy to return. Are there still unresolved matters? I look forward to  hearing from you if there is something you neesd.

  I will have a team lead reach out if this issue has not been address to your satisfaction. We sincerely apologize for any inconvenience this has caused.

   

  Kind Regards

  Customer Answer

  Date: 03/05/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 9, I placed an order for a La Specialista Maestro espresso machine from third-party retailer Work Human. The machine arrived the next day, January 10. When it arrived, the machine was not functioning correctly (it was not able to stay on when plugged in and switched on). The same day, I called Delonghi customer service to report the problem. I had a video call with a Delonghi customer representative, who confirmed that the machine appeared faulty and said that she would send me a shipping label to the Delonghi repair center. She checked the product's serial number and told me that since the product was under warranty, a new one would be issued to me if the machine could not be repaired. Subsequently, when I called to inquire about the status of the replacement process, another Delonghi representative told me verbally that although Work Human was not on their "approved third-party list" of retailers, they would still honor the warranty by replacing the machine since it was under warranty per the serial number. However, since then, ********************** has not proceeded with the issuance of the replacement machine and instead has emailed me that they were still exploring whether I qualified for a replacement (contrary to what the customer representatives previously told me). It has now been almost a month since I first ordered the machine.

  Business Response

  Date: 02/12/2025

  Hello,

  I am very sorry to hear you had this experience with your machine.

  We understand non authorized sellers will sell our products, however listed sellers are held to strict guidelines to prevent these types of issues. If someone sells you a defective unit, it is up to them to replace it since they didnt have our approval to resell.

  We will honor a one time courtesy repair of the unit to help you. I have requested my team to reach out to you to see how we can assist you.

  We apologize for this inconvenience and we look forward to connecting soon.

  Thank you

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Plastic around heating element cracked and can see electrical wires inside. HUGE fire risk so I stopped using the unit and contacted customer support. The unit is defective and unusable trash. Hey but I got a 20% off coupon for my next purchase. Why would I buy another DeLonghi?? They knowingly sell defective items and they should be held accountable. A significant amount of customers are dealing with broken products and a company that doesn't stand behind what they sell. If this caused a house fire, due to a known defect, DeLonghi would be in some serious legal trouble.

  Business Response

  Date: 01/31/2025

  Hello,

  We are very sorry to hear you had this issue. I have asked the team to look into this matter further.

  We will reach out to see if any further steps are to be taken. We have the current contact information and we will connect soon.

  We apologize for any inconvenience this has caused and we look forward to speaking with you soon.

  Kind Regards