Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/20/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've contacted Illy x2 via their cuctomer service email with no response. I also called and the hold time was too long. I've previously experienced horrible customer service from ****. And, while I have been a longtime customer, ****'s customer service is horrible to nonexistent.

  Customer Answer

  Date: 03/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ********* *******
  
  
  
   
  
  

• Initial Complaint

  Date:12/18/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased coffee pods from Illy on 11/23, because I use their beans regularly for espresso. I tried 1 of the pods, and the smell and taste was weak, and did not come close to the smell and taste that I am used to from Illy. Their website states "If for any reason you are not satisfied with your order, you may return the merchandise within 30 days of purchase for a refund or exchange". **** requires their customers to call to general the return. When I called them, they told me that despite the return policy being written this way, they will not accept my return because I opened the product. If they guarantee that all their products are supreme, then I should have expected the coffee pods to be supreme. However, when I tried one, I realized they were very subpar. This is something I would never know without opening the item. I am submitting this complaint due to them refusing to refund me, despite their website clearly stating that I am eligible for it because I am not satisfied. I also contacted them within the 30-day return window, which we are still ******* is the website that has their return policy, I copy/pasted it as well:****************************** What is illy's return policy?If for any reason you are not satisfied with your order, you may return the merchandise within 30 days of purchase for a refund or exchange. Refunds will be made to the original credit card used to make the purchase. To ensure proper credit, the original packing slip must be returned with the merchandise. Shipping charges are not refundable. For machine returns: Please call illy's ******************** at ************** *************) to obtain a ""return authorization."" Machine and grinder kit purchases will be refunded less the cost of shipping, handling and the value of complimentary kit items (such as coffee and cups). Ship merchandise to: ************************** illy caffe NA ***************************************************

• Initial Complaint

  Date:05/03/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined **** Caffe subscription program to order coffees based on scheduled period and received free coffee machine. Since **** coffee is my favorite, I was happy to join the subscription program to order. I received the coffee machine, other items I ordered and my first two subscriptions within 7-10 days from the ordered date, and shipping charges were waived for orders over $50. All of sudden from the 3rd subscription order, I started having problems. My order was placed in duplicate, so I was charged twice for two orders in one day when the next scheduled order should have been 6 weeks later. When I called to complain, both orders were already shipped out 3/28/2024, and **** said I could not cancel until I receive both orders, and would have to ship one back to them. I was willing to accept both since I would eventually use them, but the problem is I still have not receive them. **** says it's because I live in ******, but then I received their other orders within 7-10 days. When I called back again to track the shipment, **** said the shipping agent, ***** is handling it and they cannot do anything. I found out from tracking that ***** is using **** to deliver from **********, most likely to cut costs, but from 4/5/2024 tracking is not available from ***** or ****. When I called illy again, illy agent said the tracking shows I will be receiving the items on 4/30 & 5/2, and she had escalated my issues to the management. As of today, I still have not received any of the products, neither ***** or **** tracking site shows tracking information since 4/5, and it just says it will post updated dates when its moving again, whatever that means. I called illy twice and emailed twice on this issue, but did not receive any response. I don't understand how 7 day shipping has changed to more like 70 day shipping with ***** switching to **** which seems like *************** if illy does nothing to fix it. **** should send replacement by overnight shipping ASAP.