We are proud to announce that Gaggia UK has been shortlisted for the Customer Focus Award in the Institute of Customer Service awards for its unique ‘forever customer care’ policy. 

We view these awards as the best in Britain for customer service so we are delighted to be shortlisted, especially as we are up against some big names.

These include top quality bathroom equipment company Geberit, online printer inks and toner sales business Cartridge People and the Registry Trust which maintains the official statutory Register of Judgments, Orders and Fines for England & Wales on behalf of the Ministry of Justice.

Our concept is simple yet highly effective, using Zoom to provide quick and efficient customer care which we call 'Forever Customer Care' as it continues even after the warranty ends.

If the member of staff can’t resolve the problem straightaway then the customer is immediately referred to an engineer who will join the Zoom or phone call.

This means that if they have a problem with a coffee machine they can show us the problem and we can give instant advice there and then and guide them on how to fix it as many of the issues can be quickly solved. For instance, many will say part of the machine is clogged but all it needs is a flush through and we can talk them through how to do that over Zoom and then give them on advice on how to care for their machine so it doesn’t happen again.

It also saves the time, effort, money and the environment of needlessly sending a machine  back to us when it can be quickly sorted online. If a part needs replacing we can get it ordered and delivered straight to the customer and then talk them through how to fit it. 

Gaggia’s design means the same internal workings such as boilers fit most of the makes and models and are easy to replace.

The number of coffee machines sent back to us for repairs, servicing or upgrades has halved since we introduced Zoom into our customer service which is a big saving on the environment, as well as for the customer.

The Gaggia UK Trust Pilot reviews are outstanding such as this one from Aaron Dawson who wrote: “Absolutely outstanding customer service. Bought a machine from them a few years back, had an issue today with the steamer not working correctly. Called them up and within a minute I was on a Zoom call with two amazing guys who talked me through how to fix it and within five minutes it was working again. Absolute five star service and I’d go on to say the best customer service I’ve ever experienced.”

Another reviewer, Gary Clarkson, added: “Great company and the UK office is one of the best after care services by any company in the world.”

See more reviews: https://www.gaggiadirect.com/trustpilot.html

 
When you’re searching for a new coffee machine you’re hardly spoilt for choice … so let’s make it easy for you.

The only one to look at is a Gaggia because this iconic brand matches exactly what customers want when looking for a new barista standard coffee machine for home.

In short, Gaggia UK is a family businesses selling top quality coffee machines that’ll last decades while providing the kind of customer service most of our rivals could only dream about … and that’s in their wildest dreams too.

Customer service is king and with Gaggia that’s taken to a whole new level, way beyond most customers’ expectations which is why we are shortlisted in the Institute Of Customer Service Awards 2025. https://www.instituteofcustomerservice.com/events/uk-customer-satisfaction-awards

Naturally, our machines come with warranties but when you buy them from Gaggia UK Direct they also come with what we call ‘forever customer service.’ This means that no matter how long you’ve had your Gaggia, contact us at any time for support and advice if you’ve any questions or problems at all.

We can do that on the phone but prefer Zoom so you can show us the fault there and then and we can give advice and even watch and guide you while you’re sorting it out. A lot of problems are often minor which can be quickly solved which saves the hassle and expense of sending the machine back to us for maintenance and repair … and means you won’t even miss that next all important cup of coffee. We’ll even talk through handy tips about general maintenance and how to clean and degrease your Gaggia so it’ll always be in tip top condition.

Gaggia UK has a virtually 100% five-star rating on Trustpilot and here’s just one review on Trustpilot in November 2024: “This is without doubt the best place to buy your coffee machine. It’s not only a family run business with people who care, but also the best customer service and back up for technical issues from any company I’ve experienced so far in my life (and I’m old). If you have a technical issue you can immediately Zoom with experts who will give you helpful, practical and honest guidance. Honestly, you almost want your machine to go wrong so you can contact them!”

Steady on there. We don’t want anyone’s coffee machine to go wrong but, rest assured, we are here for you if it does. And you won’t be subjected to some dreadful automated click this, that and the other button before you’re put on hold waiting ‘for the next agent’ who then can’t really help you as it’s a technical question.

With Gaggia UK you’ll be talking straight to a person – yes, an actual human being (I know, it blows the mind, doesn’t it) – who can help solve the problem immediately. If they can’t, they know a man who can as you’ll be then put through to one of our engineers and there’s nothing repairable they can’t fix.

Gaggia has a proud Italian heritage stretching back 80 years with a reputation for making stylish, precisely engineered yet robust coffee machines that would grace any kitchen. That ethos has never changed which is why we regularly give advice to people with Gaggia machines that are more than a quarter of a century old. The first Gaggia coffee machine for home was brought out back in 1977 and was orange to fit in with the psychedelic – some would say zany – colour schemes at the time.

Gaggia coffee machines are designed to be easily repaired or for replacement parts to be effortlessly fitted and we can sort out any parts you need, quickly and with no fuss.
Take the Gaggia filter holder where you put the coffee in to start making your perfect cuppa. Every filter holder - called a portafilter in Italy - are 58mm in diameter which means they can fit any Gaggia machine stretching back to the 1940s. That dimension has never changed which makes the machines so universal. No fiddling about … it’s sorted out.

It means Gaggia UK is the ultimate coffee machine one-stop shop.
The Gaggia range is always evolving with new machines being brought out such as the limited edition moonlight grey Cadorna Prestige and the Magenta Prestige to mark 25 years since Gaggia brough out its first domestic automatic coffee machine and, coincidentally, 55 years since humans first landed on the moon. They also herald the new generation of Gaggia coffee machines that will all have an iced coffee making function as well as the traditional hot one.

So, now we’re agreed it’s got to be Gaggia, let’s go get one. All you need to think about is do you want a manual or an automatic machine?

Oh, and then there’s quite a stylish range to look at too so hop over to this other blog to help you choose the coffee machine that’s perfect for you.

https://www.gaggiadirect.com/blog/what-to-look-for-when-choosing-a-coffee-machine
And if you’ve any questions at all before you make your final choice – or you even want to pop over to Elland near Halifax in West Yorkshire and see our machines for yourself – phone us on 01422 766972 or email [email protected]

Gaggia coffee machines were first invented in Milan in the late 1930s, revolutionising the way coffee was made and setting new stylish standards worldwide.

In 2003 Gaggia UK Direct was granted Cool Brand Leader status by The Brand Council which put the company alongside the likes of Aston Martin, Chanel, Royal Doulton, Bang and Olufsen, Jaguar Cars, Lambretta, Vespa, Moet & Chandon, Selfridges and Xbox.
This is because Gaggia changed the way coffee was made forever.

Until 1938 the only way to make expresso was to blast the coffee grounds with steam but Italian businessman Achille Gaggia felt this gave a poor, bitter taste and believed he could invent something much better. He had an ingenious mind and forced hot water to flow over the grounds at high pressure which first produced the crema unique to expresso.

The first steamless expresso machine Gaggia invented in Milan in 1938 revolutionised the way coffee was made. This extracted a range of aromas and natural coffee oils to produce a soft layer of ‘crema naturale’ on the top of the drink. The espresso became different and better, more intense and captivating, characterised by a rich and bold flavour.

In 1947 the invention moved to a  lever-piston brewing mechanism after Achille saw how an American jeep’s piston engine worked.

The Gaggia company was founded the same year and the Gaggia name has been renowned for making consistently high quality coffee machines ever since and continues to be widely acknowledged to be a leading authority within the coffee industry.

In 1952 Gaggia invented the first coffee machine for domestic use called Gilda, inspired by actress Rita Hayworth’s iconic performance in the 1946 film Gilda.

But it was in the 1970s when the Baby Gaggia coffee machine helped to propel the brand to the top of the domestic market as this machine made it possible for people to create a café standard expresso in their own home. Gaggia has kept its high position ever since with some machines so eye-catching you’d be right to consider them works of art.

Every Gaggia machine is made in Italy combining cutting edge technology, quality and reliability with traditional yet always stylish design. The latest automatic machines will grind the beans, measure the water and deliver the perfect cup of expresso coffee at the push of a button. Some now have digital screens showing the drinks with the top-of-the-range model offering 19 different coffee drinks.

The start to making a cup of coffee is the filter holder where you put the coffee in and all Gaggia holders - called a portafilter in Italy - are 58mm in diameter which means they can fit any Gaggia machine stretching back to the 1940s. That dimension has never changed which makes the machines so universal.

Gaggia UK’s outstanding customer service - known as ‘forever customer care’ – is also iconic.

The company has an almost 100% five-star rating on Trustpilot and is immediately accessible on the phone or by Zoom on the internet. This means that if there’s something a customer doesn’t understand about their coffee machine or they think it may have developed a fault, Gaggia UK’s highly experienced engineers can immediately join the call, see the machine via Zoom and talk the customer through how to solve the problem.

This special customer service helps everyone – the customer, the business itself and the environment and you can read more about it here:
​ https://www.gaggiadirect.com/blog/why-gaggia-uk-directs-forever-customer-care-service-is-the-best-in-the-coffee-business

As Gaggia UK managing director Raj Beadle says: “We used to get around 1,500 machines in a year for service, upgrade or repair but that number has now been halved, saving customers lots of money and their machines needing to be packaged up and sent on expensive, often needless, journeys back to us.”
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This all means that Gaggia is a truly iconic brand for today’s ever growing coffee culture.
 

Here at Gaggia UK Direct customer service is our absolute top priority which is why we have an almost 100% five-star rating on Trustpilot and are immediately accessible on the phone or by Zoom on the internet.

When you contact us you come straight through to a member of staff – no voice-activated messing about pushing this button or that while listening to some terribly tinny muzak. Some businesses make it difficult to contact them but we couldn’t make it easier.
It’s called good old fashioned customer service although it’s absolutely harnessed the technological era too.

For you can phone us or contact us immediately on the internet via Zoom so you can also see a face as well as hear a voice. But it’s far more than that. It also means that if there’s something about your coffee machine you don’t understand or you think there may be something wrong with it our highly experienced engineers can immediately join the call, see your machine and talk you through how to solve the problem.

The vast majority of issues are sorted this way, saving wasted time and expense boxing up a machine and sending it back to us.

Gaggia UK Direct managing director Raj Beadle says: “Most things that customers contact us about are quickly and easily solved and often it’s just a case of showing them how to do something with the machine themselves.

“We will help any Gaggia user, whether they are in the UK or elsewhere in the world. Since we introduced the Zoom service we are helping people from all over the world who come on Zoom to meet us.

“That forever customer care is there even when the warranty has run out. It’s the best in the business and we have many testimonials from thankful customers.”
This special customer service helps everyone – the customer, the business itself and the environment.

As Raj says: “We used to get around 1,500 machines in a year for service, upgrade or repair but that number has now been halved, saving customers lots of money and their machines needing to be packaged up and sent on expensive, often needless, journeys back to us.”

But don’t just take our word for it. We have almost 700 reviews on Trustpilot with 98% giving us a five star rating.

Aaron Dawson wrote on April 30, 2024: “Absolute outstanding customer service. Bought a machine from them a few years back, had an issue today with the steamer not working correctly. Called them up and within a minute I was on a Zoom call with two amazing guys who talked me through how to fix it and within five minutes it was working again! Absolute five star service and I’d go on to say the best customer service I’ve ever experienced.”
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Gary Clarkson wrote on May 20, 2024: “Great company and the UK office is one of the best after care services by any company in the world.”
David Perren wrote on May 14, 2024: “Wouldn’t go anywhere else for Gaggia kit. Why? They couldn’t be more helpful with queries and after sales service. Delivery times are excellent. My advice, deal with the best forget the rest.”  

We look forward to speaking to you!