Avoid! Sent a used, incomplete machine and completely cut off communication
I ordered a brand-new coffee machine (Mitaca Illy Smart10 MPS) from CaffeCialde.it, but what I actually received was an undisputedly used, dirty, and incomplete unit. The inside of the machine has obvious coffee residue, there was stagnant water left inside the tank, and it is missing an essential component (the coffee dispensing nozzle), which makes the machine entirely useless as coffee just flows backwards into the drip tray.
The "customer service" that followed is easily the worst experience I have ever had with any online shop:
1. I tried calling both of their phone numbers multiple times and sent WhatsApp messages with clear photo evidence. Everything was completely ignored.
2. I filed a formal complaint through their website form. They replied via email with a generic, tone-deaf excuse claiming the machine was "new" and the dirt was just from a "pre-shipment test"—completely brushing past the missing piece.
3. I replied immediately to that email with direct photos of the filth and the missing nozzle. They never replied.
4. I left a final ultimatum on their website giving them one last chance to fix this or refund me. They chose to ignore that too.
This business is highly unprofessional. They ship out dirty, incomplete items instead of the new products customers pay for, and then deliberately give you the silent treatment when you call them out on it. I have now been forced to initiate a formal credit card chargeback through my bank to recover my money and the customs/import fees I had to waste on this junk.
Stay far away from this shop!
UPDATE (June 10, 2026):
The merchant's reply below is a complete lie. In the single email I ever received from them (Ticket 8143, 15 May 2026), they only claimed their machines are "new"—they never once asked me to return the unit, never provided a return address, and never sent a shipping label. They completely ignored my immediate follow-up email containing clear photos of the defects, as well as multiple phone calls and WhatsApp messages.
I am giving them one final opportunity to make amends here in public: If you are serious about resolving this, send a valid return address and a prepaid shipping label to my email. I will gladly ship this defective machine back to you the moment I receive them. If you continue to refuse to provide a label and keep ignoring my direct communication, I will proceed with the formal credit card fraud dispute.
Reply from Caffecialde.it Caffe Cialde
Everything you wrote is false. We only sell new machines and they are factory tested by the manufacturer before shipping.
The photos he sent are not verifiable and we have asked you to send the machine back to you for verification. We have sold thousands of coffeemachines and no one has ever complained about this to us. You never sent the ooffeemachine back and for this reason there was no refund or exchange.
UPDATE: You are changing every time your version, now the problem is we not pay for return. It is your responsabilty to return the machine if not like it at your cost. So finally, what we wrote is correct, never returned the machine and asking a refund to us. This is impossible sorry.