3
Chris Abraham -
2 years ago
EDIT: Changed my rating from 1 to 3 star.
I've been a Caffeluxe user for many years and have come to accept that their products are average quality but acceptable. This year I decided to upgrade to their Caffeluxe Duo coffee machine as it allowed using both Nespresso and Dulce Gusto capsules and I regret ever doing so. The machine arrived without the Dulce Gusto adapter, with no note to explain why. Eventually it was explained over the phone that they held back the adapter due to design issues and that I'd receive it once they got new stock, which after many weeks I eventually got. Today my machine is broken. Its leaking water and not producing coffee out the capsules. I reported the issue via email and discovered their email system was down (and continued to be down for many days). I was told by their social media team to email their repairs department, which I did - no reply. I emailed their main email and eventually got a reply saying that the machine will need to come in and to send them my contact details, which I did. It's been over 2 weeks since I replied to the mail and still nothing. I then sent a follow up email and got a reply. They arranged to collect the faulty machine and gave me a brand new machine at the same time, which I was quite impressed with. They're a great company, you just need to have patience and accept that they'll try their best to correct any issues.