Coffeefriend Omdömen 

The customer service at this store/company is unbelievably bad. I bought a coffee maker from them, they sent me photos to confirm the order and arrange for shipping, and after several emails (since they weren't contacting me or updating me on the shipment status), they told me it wasn't possible to send the refurbished coffee maker, that there had been an "error," and that they couldn't send it. Instead, they offered me a new one with a discount even lower than what they advertise on their website... simply disappointing. I'll try not to buy from them again so the same thing doesn't happen.

Avoid Coffee Friend at all costs. I purchased an espresso machine from them, and it failed under warranty within a year. During the first repair attempt, their authorized service center completely destroyed my original secure packaging.

Now, they demand that I return the heavy machine for an exchange but refuse to provide adequate, safe replacement packaging. To make matters worse, they explicitly stated in writing that if the machine gets damaged during transport, it will be my financial responsibility. They also refuse to guarantee a brand-new replacement machine in writing.

This is absolute bad faith and a clear violation of European consumer laws. The case has been officially forwarded to the European Consumer Centre (ECC) for a full refund. Unacceptable aftersales service.

UPDATE (Reply to Coffee Friend / Katie):

This response deliberately omits the core issue. The problem is not whether the machine should be packed securely. The problem is that YOUR authorized service center completely destroyed my original secure packaging during the first repair. I already sent you photos of this destroyed box the exact day I received it, yet you still refuse to provide a safe replacement.
More importantly, your team stated IN WRITING that any transport damage on the return would be my financial responsibility. This is an illegal clause under EU Directive 2019/771, which places the burden of ensuring safe return conditions on the seller not the consumer.
Asking me to photograph improvised packaging now is simply a trap to shift your legal responsibility onto me when the courier inevitably mishandles it.
The European Consumer Centre (ECC) is actively handling this case for a full refund. All evidence, including your emails, has been submitted. This matter is no longer handled through your customer service.

⚠️ WARNUNG: Unzulässiger Einbehalt von Geld und Eigentum!
​"Kaufen Sie hier auf keinen Fall! Ich habe ein 599 € teures Gerät zur Garantiereparatur eingeschickt, deren Erhalt die Firma bereits vor über einem Monat bestätigt hat.
​Seitdem behält die Kaffee Kumpel GmbH sowohl mein Geld als auch mein rechtmäßiges Eigentum ein. Trotz schriftlicher Bestätigung ihres 'logistischen Versagens' verweigern sie sowohl die Rückerstattung des Kaufpreises als auch die Rücksendung des Geräts. Dies ist ein massiver Verstoß gegen die EU-Richtlinie 2019/771 über die Mängelhaftung.
​Es ist absolut inakzeptabel, dass ein Unternehmen sowohl die Ware als auch den Zahlungsbetrag einbehält. Ich habe bereits offizielle Beschwerde bei der OCU und den zuständigen europäischen Verbraucherschutzbehörden eingereicht. Ein solches Geschäftsgebaren ist hochgradig unseriös und rechtswidrig. Hände weg!"

I had a disastrous experience with the EU branch (coffeefriend.eu). After accepting a high-value order for a machine they couldn’t deliver to the UK, they promised an immediate refund. Instead, they failed to process it for weeks.
When challenged several times, they admitted they had not issued the refund. This delay directly caused a £80+ loss due to currency fluctuations. Despite admitting their administrative error, the EU branch flatly refused to reimburse this shortfall, showing zero accountability for their own negligence.
Thankfully, the UK branch (coffeefriend.co.uk) understood the situation immediately. Their customer service was far superior; they accepted the fault of their EU colleagues and made good the difference in full.
Verdict: Avoid the EU site at all costs. Their incompetence and refusal to cover losses caused by their own admitted mistakes is unprofessional. Stick to the UK operation if you want reliable service

Ordered Baratza Encore™ ESP Pro Electric Coffee Grinder. Said in stock. UPS Tracking number supplied. Now an apology email re a delay that they won't be in stock till 20th March. This is particularly shoddy and I should have looked at reviews before.

not selling in net price to VAT payier in EU

Great buying experience, product selection and customer support. What more could you ask?

Bought a built in coffee machine costing €1843.99 on Feb 13th. Website clearly states deliver 1-5 days. Today is 4th Mar & I am still waiting for Delivery. Numerous emails with either slow response with no resolution or no response. Also tried the chat function on the website, slow to say the least in response time on an interactive chat, with no resolution other than they will contact the shipping company.
Customer service response is slow & not meeting the required levels of customer satisfaction.

Placed order and made payment then some time later for a cancellation saying they don't ship to the UK. If that's the case don't allow the UK as a delivery option on your website! Suggested I try their sister site who unhelpfully don't stock the part. Waste of time

I was ready to place an order for 40 EUR some spare parts for my coffee maker. And then they wanted to charge me 129 EUR for a standard shipping.
Support took over 40 min to reply and apparently it is correct as it is charged bother partners based on the location.
Let me tell you the shipping does not cost 129 EUR. DHL charges 60 EUR for 1 day delivery from Cyprus to Germany. So it does not cost 129 EUR to ship 3 small timers from Europe to Cyprus. I can send stuff to the moon for this money.

Absolute rip off. sound the same stuff on Amazon for 10 EUR shipping. Also with a delivery partner.

They cancelled my order without even bothering to let me know. I only found out when checking the tracking a week later. They did of course take my money immediately on ordering and still have it. There’s no sign of any refund forthcoming from them either. They’re either a scam website or incompetent but in either case I would avoid them.

Really pleased with our purchase. Customer Service was so helpful & friendly. Would use again

Op de website staat letterlijk: Op voorraad in ons magazijn. Na bestelling (order 002909200) krijg ik mailtje met excuses dat levertijd 4 weken (of meer) zal worden in verband met back order. Wel wordt na protest het geld binnen 8 werkdagen geretourneerd. Dus niet echt helemaal fout, maar vanwege de misinformatie toch een twee sterren beoordeling. Ter lering/verbetering van de website: Nooit (maar dan ook nooit!), misinformatie op website vermelden!

The coffee machine (Ascaso Steel Uno Pid) wasn‘t available after being purchased and I was informed that the shipment will take two weeks longer - fair enough.

After two weeks? No further information. After four weeks (and no cantact from coffeefriend), I decided to cancel the shipment. 5 days later the machine was shipped. The customer service („John Sales Team Manager“) was really bad throughout the whole process, didn‘t answer questions properly and wasn‘t a support.

Update: In the end, I was called and everything could be sorted out.

It literally says "Where do you deliver orders? We deliver orders worldwide!" on their EU Help pages - this is a lie. Order cancelled because I live in UK. UK version of their site doesn't have the product I want or I'd have ordered there in the first place!
Edit: they have said they'll update the text. However, also had an issue with the refund - I paid them on 29 Dec, email saying "refund will be processed within 3-5 working days" recieved on 30 Dec. Only just received the refund email today (20th Jan) saying "Your refund is on the way! Available in your card by 23 January 2025." AVOID!

I bought a Lelit Bianca and an Eureka grinder. The customer support was great, very responsive and accurate. My order was delivered by DB Schenker on the given date to Spain without any kind of issue. Thanks to James, the customer support person that attended all my questions. I highly recommend Coffee Friend.

I was little worried after ordering because I have seen some bad reviews. My experience is great. I worked for almost 7 years at retail, more than 2 years as a staff coach and I have praises for staff at coffeefriend. Every question and issue was solved quickly, order received fast after being dispatched. Machine was packed great and secured. I reccomend.

Site marchand proposant des produits à des tarifs très compétitifs mais plombé par les délais prohibitifs de son unique prestataire de livraison.

Great products, good prices and very good communication, thanks for the extra coffee you sent as gift (because of unexpected delay from your supplier).
Now the new Flair machine works perfectly !
I won't hesitate to buy again at Coffeefriend next time !

I have bought twice from Coffeefriend both purchases were for high end coffee machines and grinders. Orders arrived on time and well packaged. I’ve also purchased parts which they had to source especially for me from Italy. The support department is quick and efficient and customer service has been superb.