"They have sent a wrong part"

They have sent a wrong part, promised to send a correct one. Six days later still waiting, lost lots of business because of this company.

"Received a hard-to-find coffee part"

I emailed Peter before purchasing a part for my coffee machine. He explained he could get the part from Italy but would take a couple of weeks. The part arrived as expected and was exactly what was needed. Thank you! I couldn't find anyone else who could supply this part.

"read the small print"

Make sure you read the small print with a fine tooth comb. If you are simpleton like myself and assume "next day delivery" means you will receive the product the following day you are mistaken. Over two months it took to receive the product, extremely poor communication (only communicated with me after I informed him I was going to the small claims court), refused a refund, refused to be reasonable. Insensitive, selfish and plays the victim card whenever he can.

"Item on site wasn't even in stock. Wasted 3 weeks waiting for it to arrive."

26th Feb:
Ordered a water hose in stock, paid £4.99 delivery.

2nd March:
No dispatch details, so I asked if it had been dispatched and if there were any tracking details. (You'd expect tracked delivery from a business at £4.99 for a small hose)

Reply:
"No sorry it will be shipped today.
We have just about all sizes apart from the 2mtr"

(I ordered the 2 metre version, so why was it listed in stock on the site?)

9th March: No dispatch or tracking info, so I sent an email to ask again. No reply.

17th March: Still nothing, I email again.

In response, my order was cancelled and refunded.


Thanks for wasting 3 weeks. Don't have items on the site if you can't supply them.

One star for the no-hassle instant refund, but I'm not happy with this outcome.

The item is still listed as in stock on the site right now. Irresponsible.

"Happy customer of 4 years"

I have been using espressounderground for 4 years now and have only been met with excellent service. I have an old coffee machine Bezzera B2000 2013 which works beautifully in our coffee shop but sometimes we have to replace some parts and for that I have used espressounderground. Just recently I had to phone Peter to get the correct part as I wasn't sure from the website which one to order as there was several options and Peter with his years of experience and knowledge advised me on what to order. Even after my order communication was open. My parts come and fitted to our machine. Thank you Peter for your help, excellent service, advice and aftersales. 10/10👍

"I hope others do not experience this."

After shopping online for 15+ years, I can clearly state that this was the worst customer experience I have ever encountered. I advise everyone to just stay back and don't interact with that seller at all.

To explain further, I had sent two emails before ordering to ask if the espresso machine I was interested in was in stock and if there are any potential delays due to covid. I was assured that everything was fine and that I would get the machine in 1-2 working days. Although the website was outdated and looked kind of 'dodgy' and forgotten by any security protocols, I decided to move ahead and order. Obviously the machine was listed as in stock. Two days later, I received an email that the machine was not in stock and had to wait for 4-5 days to be delivered from Italy. Although frustrating, I decided to wait. After 6 silent days, I phoned the company and they told me that it's now due to be delivered mid-February. I decided to cancel and initiate a refund process. I have never received a valid confirmation of the refund and the company is telling me that they have initiated it through Paypal that I never used to pay. I contacted them and explained that I didn't use Paypal but my card - I was clearly told that it is now between paypal and my card to resolve. In all the arguments, important to mention that I was told to "shut up" and listen to them (I think a guy called Peter). Whatever the situation, you never to talk to anyone like that guy did to me.

I now need to get through a long process with Citizens Advice and an ombudsman while disputing this. I will eventually get that refund, but it is just unacceptable to waste all that time for such poor service and people who don't respect their customers. It is the 21st century, it should be a nice experience to buy things online and unfortunately this didn't happen with that company.

"Peter a nice guy, but service not great"

Peter a nice guy, but he did not follow up as he said he would, on two different occasions. When I followed up he did respond but the second time he clearly had not bothered to read my email so didn't answer the questions I was asking. In the end the product was cheaper elsewhere. Peter was quick to email and ask me to tell him where it was cheaper, so I responded to try and help him, but after getting the information he wanted he never bothered to email back and say thank you. I would look elsewhere.

"Brilliant, thanks for good service"

I'm sorry to read about a few bad reviews on here but I can say that Peter is a lovely bloke and my order was extremely prompt on shipping and receiving even as it was new years eve and day between.
I called the company with the mobile phone number on the website and got to speak to the owner which is nicer than you usually get, had a good chat about a few machines and then went with good advice and what I kind of wanted anyway so was happy. This was Wednesday 30th of December and it was shipped dhl on new years eve. It then arrived Monday 4th which is today, in perfect condition.
Very happy, great service and I'm sure if anything were to go wrong Pete would be just as good on the phone as he was when he sold it to me 👍.

"Accumulated amount of items and multiplied prices several times over with no order conformation"

I just tried to order 1 portafilter for an Iberital Intenz, but could not get through with my order, but waited so long to get confirmation, that I pressed again - and again.
In the end I had ordered for 1.600 pounds, and my item was only 99,-.
I closed my VISA since I lost trust in the site.

I also sent an email explaining my self, and expect answer to assure me that they aren´t withdrawing the big amount of money.

If I am treated decently, I will of course confirm this in here as well.

"Prepare to fight"

Very unsatisfied, will not use again. You will need to know your consumer rights as you may need to argue them. My experience required me to push constantly, reminding the seller of their legal obligation to supply undamaged goods. In the end I settled for compensation towards the machine but this was a stressful struggle to secure. Buyer beware.