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.

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.

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.

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.

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👍

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 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.

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 👍.

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.

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.

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? 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!

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....

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.

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 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 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.

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 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 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.