ComplaintsforDeLonghi America Inc

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to seek assistance with a complaint against ********* regarding multiple issues with the purchase and customer service of an Eletta Explore Espresso Machine. Initially, I purchased the machine on March 16, 2024, under Order No: HYDUS10652671 for $1,497.45. The order status remained "processing" with no updates.Upon contacting ********* multiple times due to the lack of progress, I placed a second order on March 21. The representative assured me that I would receive the same discount as my first order and the expedited shipping charge would be waived due to their error. However, after applying the provided discount code, the final price of the second order (Order No: HYDUS10685168) was $1,612.67$115.22 higher than expected. I contacted customer service again, and a ticket (No. ******** was opened to resolve the discrepancy.A supervisor approved a partial refund of $105.88, which I was notified about via email on April 8, 2024. However, this refund was never processed. Follow-up inquiries were met with conflicting responses, and I was ultimately informed that the refund would not be issued due to a mistake with the original discounta contradiction to earlier communications.Moreover, when the product finally arrived, it contained broken parts, requiring further interactions with uncooperative customer service representatives who demanded extensive proof of the damage.The lack of accountability and poor customer service from ********* has significantly impacted my experience and satisfaction. I request your intervention to help facilitate a fair resolution to this matter, including a proper explanation for the mishandled transactions and adequate compensation for the troubles and time wasted.

  Business response

  05/09/2024

  Hello,

  I am very sorry to hear you are having this experience with your purchase. Customer satisfaction is very important and this is certainly not the level of excellence we strive to offer.

  I have shared this with the team manager and have asked them to contact you directly to resolve and finalize this matter. Please expect a contact soon.

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

  Thank you

  DeLonghi Customer Care

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My son purchased a Delonghi com53x coffee maker for me as a gift in September 2023. I placed a warranty ticket ******* on April 17th 2024 as a guide for the portafilter fell out. The agent placed the ticket and confirmed warranty by Serial Number and put the unit through for replacement as the part wasn't user replaceable. On April 23rd I received a Lower Boiler assembly part that does not include the part that is broken on my machine. I called support and explained this, the agent insisted that the part was correct and insisted I replace it. I tried to explain and reason with her, however she talked over me and continued to cut me off, so I agreed to replace it and disconnected the call. I proceeded to replace it as instructed. I then explained in great detail including pictures and a parts breakdown in email that the part sent is not, and does not include the broken part on my machine. I got no response, so on May 1st I called the support line again, and explained the email I sent in. The agent read the case put me on hole, then came back and told me that my unit is not under warranty by serial number. I asked her how that was possible since it was originally a warranty case and the part was sent under warranty, the call suddenly disconnected. I called back and the new agent also told me that it wasn't under warranty, although she agreed to ask a supervisor to review it as she saw the note on the case where it was originally sent through for replacement. She assured me that she would contact me back by 8pm when they close. It is now 840 and no return call.

  Business response

  05/02/2024

  Dear Mr ******

  We hope this email finds you well.

  I believe you had also posted on a corp web page and your case was escalated. If you still need assistance please let us know.

  Once the issue is resolved to your satisfaction, please close out this notification. 

  We apologize for any inconvenience this has caused you and look forward to finalizing this as closed.

  Thank you

  DeLonghi Support

  Customer response

  05/04/2024

  
  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.
  
  I would add in reference to my posting on the corp web page that I did post there, I initially got a good response on Monday 29 APR at 5:40, I followed up Tuesday, no response, Wednesday no response.  I then opened this BBB complaint on Wed, and only then received a response from the corporate site.
  
  Regards,
  **** *****

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Date: 03/18/2024 Purchase Amount: ****** ************ Coffee Maker with Built in ************************ is knowingly selling a flawed product, and refuses to refund customers despite the product being unusable. Support representative even admitted that the product was flawed. Support representative also claims that they do not support dark roast coffee despite that not being prominently shown in the product manual or advertisement/seller page.Company will only resolve the problem by replacing the machine with same flawed machine that shows up either broken or breaks after 2 months of use.Order#: 111-7209027-7117848 (Amazon)Looking at their product page you can also see a bunch of paid reviews at the top and looking at the 1 star reviews you can see countless people who are in the same situation.This product should not be on the market, and i would hope that some media coverage could be made to pressure them to make it right to all of their customers and issue a recall.

  Business response

  05/01/2024

  Hello,

  I am very sorry to hear you are having this negative experience with your machine. Customer satisfaction is very important to us and this is certainly not the level of excellence we strive to offer.

  I have recommended that a Lead manager look into this and contact you with next steps. We would like to look into some options and see what we ca do.

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

  Thank you

  Customer response

  05/01/2024

  
  Complaint: 21638960
  
  I am rejecting this response because:
  

  I have spoken to their customer support previously and they only ever replace the machine with another with the exact same problems.
  
  
  Regards,
  
  *****************************

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received a combo Delongi coffee/espresso maker for Christmas. My parents purchased in Nov. I've had constant issues demonstrating poor quality, malfunction and safety issue. I'd return because it's awful but it instead I've been going through the most unsupportive customer service. I've supplied video evidence and detailed the issues- the steam port and sleeve blows off when using spraying hot steam. The burner on the coffee drip side randomly comes on due to faulty sensor- fire risk! The digital display starts beeping and running numbers randomly. It's AWFUL and a fire risk if I am not around. I've provided serial number, video, and now the receipt from my parents. The machine is under a 1 year warranty! It's been well under a year. I keep getting told it's out of warranty and they will "take my complaint into consideration when designing next machine" - absolutely unacceptable. This is a faulty unit, design and not what we paid for. Delonghi is culpable for the performance of this machine and resulting harm and damage the malfunction causes. I was offered a discount to purchase a new one! I've 7 emails with different excuses ignoring my complaint and documentation with NO acceptance of responsibility. From reading these other complaints- I'm not the only one! There are many of us.

  Business response

  04/26/2024

  Hello,

  We are very sorry to hear this has been your experience with the unit and our service. Customer satisfaction is very important to us and this is certainly not the level of excellence we strive to offer.

  I have asked a Team Supervisor reach back out to resolve this. Please retain the unit until next steps are provided.

  We apologize for any inconvenience this has caused and look forward to connecting on this matter very soon.

  Thank you for taking the time to bring this to our attention and for the opportunity to correct it.

   

  DeLonghi Customer Service

  Customer response

  05/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I accept the replacement- however, I would like to know if the issues my unit had have been resolved in the unit I will receive.  I am shocked with what I reported, I am not being asked to return my old unit for investigation of the issues - so are the issues already known And corrected in the unit I am receiving? Because I don't want a fire in my house or steam ports that blow apart or a digital display that malfunctions. And I am told my warranty is still only good from date of purchase. So is this unit really only good for 1 year?? Why would the issues I report not be taking seriously enough to investigate? Product quality and safety should be important.  For sure this cannot be a one off in a mass produced product and flaw be within the design of the product.
  

  I will report back the performance of this new unit once received.

  
  Regards,
  **** ****** 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered my Delonghi espresso maker on February 20, 2204. It arrived at my home on February 23, 2024. I could not get the machine to work as the instructions stated it should so I called customer service. I spent over 45 minutes on the phone with customer service only to determine the machine had arrived broken and would need to be returned/exchanged. The company stated it takes up to 10 business days to get the shipping label emailed to you. After several phone calls with Delonghi to request the shipping label, on March 7 they escalated my request since I still had not received the label to exchange the machine. On March 11 I called DeLonghi again and but this time requested a refund. March 12, they sent me the shipping label to return the machine. I mailed it on March 13. DeLonghi received the machine on March 18. They did tell me it could take up to 14 business days for the refund to process and up to 2 billing cycles. It is almost an entire month later and I still do not have the refund on my AMEX. This has been a terrible experience and I just want my money back.

  Business response

  04/16/2024

  Hello,

  I am very sorry to learn of this experience. It sounds as if it has been frustrating so I do apologize for that.

  I have asked my team to look into this matter to see what happened. The refunds do take approximately 14 business days from when the retunr is recevied so I am not sure why you are not seeing yet. We will look into this and reach out to you to soon.

  We apologize again for this oversight and look forward to resolving tis very soon.

  Thank you

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a a combination espresso and coffee maker from Delonghi in December 17, 2022. Immediately, I noticed the espresso machine side was leaking a lot. I contacted them immediately via chat and they said to give it a few months then contact them back. A few months later, I complained about it again (as it never stopped leaking) and even sent them a video of the problem. They immediately sent me a replacement coffee maker. A few months later, I noticed the espresso was leaking again, but I let it go, until the actual drip coffee maker completely stopped working. I took very good care of this machine, cleaning it regularly, descaling it regularly, and it just stopped working. I sent them a message again and 2 videos of the machine not working. After weeks of waiting, they are claiming it's no longer in the warranty period. The warranty period is a year. I have only had this new machine for a few months. They are refusing to help me and now I'm out $330.69. Also, I wonder if they were trying to get me out of the warranty by making me wait months rather than fixing the issue initially when I complained about it. Please help resolve this. $330.69 is a lot of money for me, especially for a coffee maker that didn't last very long. Thank you.

  Business response

  04/09/2024

  Hello,

  I am very sorry to hear you are having this experience with your coffee maker. I have requested we connect with you to resolve this matter.

  We apologize for any inconvenience t his has caused and look forward to resolving this matter soon.

  Thank you

  Business response

  04/11/2024

  Hello,

  We are sorry that this has been the experience with the unit.

  Our obligation under our warranty us that we repair or replace the item. The unit was bought in December of 2022 and we did replace it for you. The warranty on the item is one year from the purchase date so it has expired. However, we are trying to work with you and offer to replace the unit. It was purchased from a retailer Best Buy so we will not be able to offer a refund.

  I will have a Team manager reach out to see what we can offer to resolve this for you.

  We apologize again for this matter and will try to resolve it soonest.

  Thank you

  Customer response

  04/15/2024

  [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. A new coffee maker from De'longi was shipped to me yesterday -- hope this one lasts longer than the first two units, but I am grateful they were able to replace it one last time, as both items did not last a year.  I used the new unit this morning and it is already leaking less than the first two did, so I'm hopeful. The first two units got water everywhere from day one, this one did not.
  
  Regards,
  ******* *****

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 radiant heater in Aug 2023. They are giving off a burning smell (both) and I wanted a refund. They said I had to send them back so the safety ***** can check them out. I started this issue March 4/24 and everyday I have had to call as they keep telling me they will end a return label and have them picked up at my home. To this day March 18th I am still getting the run around. I can not seem to get them to send the labels. I have talk to supervisors as well to no avail. They keep telling me they have escalated this and yet no label. I am done. I just want my money back. The customer service number I call is **************. I get no help there at all. Apparently a manager is going to call me, Nothing as of yet. Hope you can help me. This company is a nightmare.Thanks

  Business response

  03/20/2024

  Hello,

  I am very sorry to hear you had this experience. We are working with you to resolve this matter.

  SInce you reported an alleged safety issue we will need to retrieve the units and validate if there is a problem. Our obligation under our warranty is to repair or replace the items. In addition, it is listed that the customer is to send them to be evaluated. We understand this was a hardship for you as you expressed not living close to a return facility. We have been working with you and set up /agreed to pick up the items. After a full inspection is made, we will reach out regarding the results and offer to replace or return the units. We would not be able to offer a refund at t his time.

  Please allow us time to investigate this for you as customer safety is very important. We appreciate the time you took to notify us of the matter so we want to ensure we thoroughly inspect these for you. We apologize for any inconvenience this has caused and look to resolve the matter very soon.

  Thank you

  DeLonghi Consumer Care

• Initial Complaint

  03/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On February 4, 2024 I ordered 2 EcoDecalk DeScaler 2 packs from the company website. These are used to clean (de-scale actually) their automatic espresso machine. That's a total of 4 individual packs. When it arrived a few days later, the package was soaking wet. It turns out that one of the packs had burst during transit and made a huge mess because each pack contains cleaning liquid. I had to put everything in the sink and extracted the 3 surviving packs to dry off. I threw all of the rest in the trash. I contacted the customer support and they keep saying that they require a photo of the damaged product. It was way too late to take a picture because everything was in the trash which was taken by the trash company to the landfill. Thus I could not provide a picture. They refused to reimburse me or provide me with a replacement. It is very frustrating to order something and get a damaged and useless product that I cannot use with no recourse. I would like a replacement of a single 2-pack (for half of the price that I paid). Their incredibly poor customer supports means that I will purchase an espresso machine from a different company in the future.

  Business response

  03/11/2024

  Hello,

  I am very sorry to hear that the item was damaged in shipping and customer service was not able to resolve this when you called. Customer satisfaction is very important to us and this is not the level of excellence we strive for.

  I am authorizing a replacement and I have requested a team lead to contact you regarding this matter. We look forward to connecting and resolving this matter soon.

  Thank you for taking the time to notify us and for the opportunity to make it right.

  Kind Regards,

  DeLonghi Consumer Care

  Customer response

  03/11/2024

  [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

  02/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Delonghi all in one coffee espresso machine purchased from Amazon for $299.95 on February 27th 2023 Frother on machine broke- contacted delonghi and did a FaceTime with representative to declare machine broken. Replacement was sent out June 2023 Frother was having issues in Jan 2024 and broke again. FaceTime with representative to declare machine broken. New machine received February 2024- this Frother also did not work and was confirmed via FaceTime. We requested a refund as we have no had the product for a full year and this will be the fourth delonghi machine we will receive. They made us aware our warranty expires February 27 after that we will not be able to get another replacement and with this track record we do not wont a delonghi machine anymore

  Business response

  03/04/2024

  Hello,

  I am very sorry to hear you are having the same issue with this unit as well. I would appreciate the opportunity to have the unit inspected for a full evaluation as it seems out of the norm to have the same issue all of the time.

  I have instructed my team to reach out and set up the retrieval of the unit. We will try to find what it causing the issues you are continually experiencing. We will be back in touch with a solution.

  Thank you for taking the time to bring this to our attention, and we sincerely apologize for any inconvenience this has caused.

  Kind Regards

  Customer response

  03/07/2024

  
  Complaint: 21350661
  
  I am rejecting this response because:

  I have been in contact with delonghi customer service and my machine was sent back and received on March 5th. **************** is telling me if my machine is found defective they will send me another replacement. I do not want a replacement. This will be my fourth delonghi machine in one year. My warranty is now expired. With the history I have had with delonghi I only expect the same outcome with another defective machine. This is a service failure on delonghi part. I have received 3 failed delonghi machines in one year. It has been a huge inconvenience for myself and now I have spent more money to ship a machine back to them as they refused to send me a box to ship it to them. The only way I will be satisfied is with a refund as the inconvenience and constant disappointment with delonghi poorly made products is enough for me  

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

  Business response

  03/12/2024

  Dear ***************,

  We are sorry to hear you are having this issue. I will have someone reach out to you.

  Our records indicate in June of 2023 we replaced the unit and then again Feb 2024. I am not sure why the frother is always a constant issue. Regarding these units, it is very important to clean the milk carafe head for the best performance. Since it is continually the same issue I will suggest someone reach out to ensure the proper steps are followed. This may help.

  We will not be able to refund the sale. however if we find the unit is faulty we will make some suggestions to assist you. We stand behind our units to repair or replace while in warranty, but we are happy to offer support for the issue at hand.

  We appreciate you bringing this to our attention and look forward to speaking with you soon.

  Thank you

  DeLonghi Consumer Care

  Customer response

  03/15/2024

  
  Complaint: 21350661
  
  I am rejecting this response because:
  
  The machine was found at fault and was fixed and being sent back to me. This should be a red flag and concern for your business that I had three faulty machines all with the same issue. Im sure you would like to put blame on the customer and claim it is something I am doing wrong yet the video evidence and sending the machine back for repair are all confirmation that your machines are not up to standard. Since you are claiming this is unlike your machines you would think you would then say this is now a service failure on your part as a business as you have a very unhappy customer that has tried three of your machines that have all failed within one year. This has been an inconvenience and taken up a lot of our time to deal with this unnecessary issue that cost me $300. I do not want to try another one of your machines as this will be the fourth time Im trying delonghi and now my warranty is expired. This company is a huge disappointment I feel robbed. 
  
  Regards,
  
  *****************************

  Business response

  03/21/2024

  Dear ***************,

  We can certainly understand that its been frustrating. We are trying to work with you to understand the issues. It is very uncommon for all of the units to have the same issue. We tested the unit here and the frothing and steaming worked. We didnt have the same issue as you described. We arent saying you didnt experience it, but we arent having the same issue which is why the tech felt it might be in how it is being used.

  We can not refund you at this time. We can certainly send back the unit for you to try since we have verified it works. We agree sending another wouldnt resolve the issue. We are happy to walk you through the frothing operation on a one way video call if that would help.

  We appreciate the time you took to reach out and for the opportunity to test the unit. I will have someone reach out to you to set a call if that would help.

  Thank you

• Initial Complaint

  02/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought on Feb 5th a Coffee machine directly from their page, delinghi.com. I received the coffee machine, **************** Evo with LatteCrema. I received it on Feb 9th. As soon as we received it we unboxed the machine and it was impossible for us to make it work. I called delonghi, we made a video call, no solution was made. As I was talking in ****** and I bought it in US, I had to call again. They want to make a new video call, I had to call again on Monday 12th because I have to be at home. On monday, I called and they said that the machine has to be returned, and they were going to send me a box with a label for the shipment). That box never arrived, so 4 days later I called and they sent me the label by email and I returned it in the original box I received. On Friday 16th, I went to ***** and I returned the machine. I sent an email to the supervisor ******* informing that. No answer received. Monday 19th was holiday, I phoned again on Tuesday 20th, and they confirmed me that they received my return, and that they were going to send the replacement and that they were goign to inform me the tracking number. Nothing happened so today Feb 21st, I called again in the morning and they inform me that they were going to return me the money I paid because they were out of stock, This is embarassed! They should not be selling nothing. A few hours ago I received an email telling me they made the refund and I will receive it in 1-2 weeks!!!! What???? I paid for the machine on Feb 5th, and I have nothing, neither my money, neither apologies, they should have sent me a better machine. Delonghi is a disaster. I want my money back today!

  Business response

  02/22/2024

  Hello,

  I am very sorry to hear you had this experience. It must have been frustrating.

  Since you have been in touch prior, I have asked a team lead to look into this immediately and contact you with the solution. I am hoping they call within the next 24 hours.

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

  Thank you

  Customer response

  02/24/2024

  
  Complaint: 21326955
  
  I am rejecting this response because: nobody called me and unfortunately no solution was made, just refunding the money they took from me more than 15 days, and nothing received as an apologize. No phone call made.
  
  
  
  Regards,
  
  ***********************

  Business response

  02/26/2024

  Hello,

  My apologies again if the information was not communicated to you. I check your file and see tickets and email regarding the refund, but I wanted to also respond here.

  The unit was returned but we did not have stock at the time to replace. That was unfortunate but we did process the refund as promised. The refund funds were released back to your bank on February 20, 2024. It can take up to 14 business days for the banks to show a credit. If you do not see it posted back to your account we suggest you check with your banking institution as all are different. However, on our end, a full refund was processed as advised.

  My apologies for any inconvenience this has caused you. Should you still have concerns, please feel free to reach out.

  Thank you

   

*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. ↩