"OK, especially considering Covid."

Have to be totally honest and say that, overall, the service from Peter at Espresso Underground was good. He's a nice bloke and did his best to assist with my requests and sent me a coffee machine part the same day. Further phone queries that I've had have been dealt with very diligently. Royal Mail First Class postage has been delayed, which doesn't help anyone, but that's unavoidable.

"Where do I begin"

Where do I begin?

Awful company to deal with. Purchased some items and the privilege of Next Day delivery @ £6.95 on the Monday 14th September.. Guess what? Still no delivery on 23rd September & no updates as to when.

No email communication after sending an email to Sales(AT)espressounderground.co.uk just before you suggest you have no email or I've confused this business with someone else.

Highly recommended to search around for a proper business who care about their customers.

*Don't want to waste money or time? DON'T use this business.
Just unfortunate that we have to give 1 star as 0 stars is more powerful!

Businesses like this, shouldn't be able to continue on the back of poor experiences of customers. Maybe in time this company will fold which would be a great thing!

"Only one delivered, card charged for two...."

I ordered two resistances for my machine that were marked as in stock on their website. They contacted me that the items were out of stock and I would have to pay a greatly increased price. I asked that the order be cancelled. "Peter" then contacted me that he could get one of the resistances from his supplier and could sell them to me without making a benefit. I told them I was ready to buy that one at the price that was originally announced. The item was indeed shipped, however, I noted that my card had been charged according to the original order. Mails regarding this issue, asking for reimbursement of the item I did not receive were not answered until now. I asked my bank to send me the forms for a complaint....

"Great service when buying a new machine"

I ordered a new Lelit machine after receiving friendly advice over the phone and a competitive price. Great communication from Peter while my order was in the backlog with Lelit during the Italian lockdown.

Unfortunately when the machine arrived there was some cosmetic damage to the front that had occurred in transit. Peter was immediately reassuring, accepted that these things happen, and took care of arranging a collection rectify the issue. Meanwhile, he had already ordered a replacement front panel from Lelit. Again, regular status updates during the short period it took for the part to arrive. The machine was turned around quickly, and was returned along with a complementary bag of coffee! Thanks to Espresso Underground for handling this complication so professionally - there's really nothing they could have done better in this situation.

"Excellent service all around"

I purchased a motor pump and a pump from Espresso Underground. The items got delivered in less than 24 hours. I then realised I had ordered the wrong motor pump, called their mobile number and talked to Peter. We discussed some details of my project (a conversion from vibration pump to rotary pump) and he was helpful in looking up some parts numbers. I will send the previous pump back for refund. I ordered a second pump, it was shipped at 4.30pm and got delivered before lunch the morning after! Impressive service all around, more so considered the challenges due to the Covid19 lockdown!

"I recommend you stay away from these…"

I recommend you stay away from these guys. I ordered a coffee machine part and have been waiting for more than 2 weeks for it to arrive. The only thing I have received from them is an order confirmation email after submitting the order but no other details. I have sent them multiple emails requesting they provide confirmation that the item has been sent or tracking details for the parcel. They have not responded to any communication. I will have no option but to lodge a dispute with paypal.

"An astonishing reply"

An astonishing response. I have lived at the same address for 13 years. I also payed via card on his website. In any case communication is key - talk to your customers, keep them informed. (If you haven't got the stock don't pretend you can deliver next day).
Still no refund on next day charge.

"Highly recommend"

After finding the website a short while ago, i have to say Pete has been extremely helpfull with advice on the problem concerning an Iberital L' Anna machine and i cannot thank him enough for his friendly and informative advice and fast delivery of spare parts.
I am happy to recommend his services.

"Bought a set of conical burrs from here…"

Bought a set of conical burrs from here for £85 back in March. The burrs looked really poor quality and very likely used already, with chips along many of the edges.

I sent the burrs back, and it came back from Royal Mail undelivered. The obviously didn't bother to sign for the package.
I contacted Peter via email and asked for a refund - but he quickly stopped responding.
So I sent again, and again it came back undelivered.
They he does not respond to emails.

If you read their "Terms and Conditions" on returns, it says they must be notified within 3 days of receipt and returns can only be made via prior arrangement"

This is completely against consumer rights which state that you have the legal right of 14 days to cancel the order after receiving it, and a further 14 days to send most goods back for a full refund (including outward delivery costs), even if there's no fault.
In this case there *was* a fault - the goods were not as described.

"Just a heartfelt thank you for pulling off a miracle."

Just a heartfelt thank you for pulling off a miracle and proving that it can be done!! The part arrived, from Italy, at 4.30pm today, Friday, 26 hours after I ordered it online,and is now fitted to the machine in time for service tonight. I could not ask for more superb service plus the helpful advice and will be passing on your name to anyone that will listen to me! More usefully to anyone else in my business who has any needs regarding coffee machine supplies.