Prime Coffee Suppliers Avis 

AVOID PRIME COFFEE SUPPLIERS

I ordered a grinder and scales advertised as in stock and ready to ship within 2–3 days. After 3 days there was still no communication, and repeated calls went unanswered. When I finally got through, I was told the items weren't actually ready to ship due to “high demand”, with no clear delivery date.

I requested a refund and was initially told it could take 10 working days. After chasing repeatedly, I was promised it would be processed within 48 hours. More chasing followed, with further delays and broken promises of callbacks.

I eventually received my refund by bank transfer nearly 2 weeks after requesting it.

Extremely frustrating experience. If something is advertised as in stock, I expect it to actually be in stock. I won't be using this company again.

AVOID AND ORDER ELSEWHERE.

In practice, this company takes your money for products it cannot ship, then holds on to it for as long as it can get away with. That's my experience, and the other reviews here suggest I'm not the only one.

I ordered a Mahlkönig Sync Scale on 16 September 2026. The next day they told me it was "confirmed, successfully processed" and would arrive in 5 to 10 business days. They even asked for my phone number "for the courier." There was never a courier. As far as I can tell, there was never any intention or ability to ship.

What followed was two weeks of stonewalling:
- 13 emails chasing them, answered with recycled templates about a "surge in demand."
- A promised "full update by tomorrow" that never came until I chased it, and then it was just more empty apologies.
- A yes/no question ("Will you ship by Wednesday?") answered with a word-for-word copy of their previous email. It even offered free coffee "when your machine ships." I ordered a scale. Nobody reads your messages. It's a script.
- Every non-answer signed off with "Many thanks! 😊" while they sat on my money.
- On 28 September they finally admitted they would not ship by the date they promised, with no new date offered.
- When I cancelled and demanded a refund, the reply was addressed to "Chris." Wrong customer.

Then it got worse. They stopped answering my emails completely. I called them, and on the phone they promised an immediate refund. More than three days later, nothing. No refund, no confirmation, no reply.

So here's where things stand: they have my money, no product has ever shipped, the order is cancelled, and they are ignoring me. A shop that keeps taking orders it can't fulfil and then drags its feet on refunds isn't "busy." Whatever they call it, the effect on the customer is the same: your money disappears and you get nothing.

Do not order from this company! If you already have, cancel in writing today and go straight to your bank or card provider for a chargeback. Don't wait on their promises like I did.

Fraudulent company, my order never arrived after waiting for 5 weeks. When I requested an immediate refund, customer service agreed to reimburse me straight away - still waiting almost two weeks later. I was told the reason for this is that ‘the accounts team is unavailable at the moment’ and offered no resolution. I have had to launch dispute proceedings with my bank to get my money back.

A very poor and dishonest company, just placed an order this week as the timeframe was 2-5days. As soon as my payment was accepted the timeframe went to 5-10days and they still cant guarantee that.
I replied to the email and heard nothing back, so i contacted them via the phone on Friday, I was completely lied to and told that its due to having too many orders and that it had only just happened, however after reading the reviews on here I see they weren't telling me the truth.
Ive been offered a £20 credit to spend on their site and then a £30 partial refund on a £1760 order, however I asked if they could tell me when it was dispatched and when it would be delivered yet they still cant tell me that.
I understand that they are basically a dropship company with zero stock (despite telling me that there was 1 in stock)
They are also not based in the UK they have a London address but this is just an accountant or similar. It would be nicer to know where they are based and why they cant just be honest.

My suggestion would be to either avoid this company or expect the worst service and that the timeframes are not true and they hold no stock.

They stated an item as ‘9 in stock’ and charged my account immediately. 19 days later and there’s been no change to the order status since it was raised. I contacted them for more information and only got 2 replies to the 4 messages I sent, both saying they couldn’t provide any more information. I tried to cancel the order but I’ve had no reply - it’s been 7 days since the request. I’ve been forced to raise a dispute with the bank.

Three-day delivery promised — nearly a month later, no grinder

I ordered a Mahlkönig EK43 grinder on 25 August with an advertised delivery time of three days. Nearly a month later, I still have not received it.

On 27 August, I was told it would be dispatched the following week. This was also confirmed over the phone. That commitment was not met.

Getting a response has involved repeated chasing. Replies have been slow, and voicemail messages have gone unanswered. For an expensive piece of equipment needed for my business, this level of service is unacceptable.

I have now requested cancellation and a full refund to my original payment method. I expect written confirmation of cancellation and a firm refund processing date, followed by the refund itself.

The competitive price does not make up for missed commitments, poor communication and the time spent chasing this order. Based on my experience, I would not recommend Prime Coffee Suppliers.

I will update this review to reflect how the company handles my refund request.

I ordered an ek43 grinder over a week ago which was supposedly in stock and to be delivered within 3 working days. They don’t reply to my email, answer to the phone and the one time I got through provided me with no details on when the order would arrive. Avoid this site

Having used Prime's services for the last couple years, I've never had an issue. The customer service is quick to reply and if I'm ever in need of answers, they are there to help. I'll continue purchasing and enjoying the products on offer. Thanks Prime!

Been working with prime Coffee Suppliers for a while to get some advice on a new Coffee machine set up for a cafe we want to open, the team has been very helpful and transparent, we feel confident moving forward now, overall top tier service! 5 stars.

Ordered Profitec Move coffee machine on 2 August and has still not been dispatched. Excuse of Italy holidays used to have me wait until September. PCS agreed to cancel sale a week ago. They have still not cancelled the order and keep asking for patience for refund. I thought this company was legitimate, but it is 100% a scam. I have given them every chance to fulfil the order. I regret not buying from Bella Barista.

Scam company!! Avoid!!

About six months ago I ordered an AllGround Sense grinder. A short while after my order, they emailed to say it was out of stock and tried to sell me a different refurbished one in a different colour. I said no and asked for a refund which was painfully slow.

Someone called Louie was quite responsive the whole time and since then has answered questions I had on an EVM Technika 6 espresso machine. I decided to go with them again and made an order.

The website said delivery in 2-4 days. Had one email to confirm my order then silence. Emailed Louie twice with no reply, then emailed the main email address (after 10 days of purchase) and was told there’s a delay due to the heat wave in Italy and it’s going to be some time before I get my machine.

Even now the website says 2-4 days delivery….

I might have kept the order if they had kept me updated throughout the process, but have said I want to cancel.

I won’t be using them again and would pay slightly more to use a trusted supplier locally going forward.

It has now been a month or so since my order. They haven’t replied via email for a couple of weeks now and still have £2300 of my money.

I tried calling them out on their instagram and rather than reply to me and refund me, they just blocked me, hence my review here.

Terrible service. Avoid to save yourself the headache I currently have.

Prices are extortionate take the Option-O Lagom Mini 2 everywhere else even direct from Option-O its £350 this website its £520!!! How is this allowed to be marking up at such extortionate rates I thought this was a one off but when I looked at the Lagom Casa its £520 everywhere else this website £620 mind baffles me and the cheaper prices are coming from reputable sellers not ebay or Jeff Bezos website. If a company is happy to do charge this to unknown consumers I would avoid at all cost.

I paid £11,872.70 directly from my personal bank account for a commercial espresso machine. The order was formally cancelled on 12th August 2026, and the director (Adam) agreed in writing to issue a full refund.

Since then, it has been an endless cycle of excuses, broken promises, and total silence:
- Dishonest assurances: I was repeatedly promised the refund would be processed on a payment run on Monday. On Monday (17.08.2026) afternoon, I was told the bank transfer was executed at 14:55. Days later, no funds have arrived, and they refuse to provide a bank remittance slip or proof of transfer.
- Unreliable communication: Calls go unanswered, messages are ignored, and when I contacted their support desk, they claimed my details weren't even on file.
- Bypassing the buyer: Despite making it clear this was a personal purchase, they inappropriately attempted to contact third parties rather than dealing directly with the buyer.

They are currently holding nearly £12,000 of my money alongside the undelivered machine. Holding funds after agreeing in writing to a cancellation and refund is completely unacceptable.

A formal Letter Before Action has been served, and this matter is now being escalated to court and bank recovery.

Do not trust this supplier.

Great communication from the team the whole way through the process. Adam, the owner called me personally to explain an unexpected delay which was a nice touch. New coffee machine arrived safe and sound and now sitting proudly in my kitchen. Thanks again

Great communication and customer service. I was kept up to date with my order and I'd most definitely use them again. Just the way a business should be run. Thank you Prime Coffee Suppliers - Highly recommended!

When the machine I bought had major delays they contacted me and let me know. I then decided to go with something different and they went out of their way to give me all the info and advice I needed on my new machine. They have been really helpful and kept me informed the whole time. Really fantastic customer service

Fantastic company! Great customer services experience and what a coffee machine!!

We had a very disappointing experience with Prime Coffee from start to finish.

We pre-ordered a grinder and were repeatedly given dispatch dates that simply weren’t true. Each time we were told it would be shipped, the date came and went with no dispatch and little to no proactive communication. It felt like we were constantly having to chase for updates.

To make matters worse, the website clearly advertises free UK shipping, yet when the grinder finally arrived we were hit with over £140 in unexpected UPS import charges. At no point during the ordering process were we made aware that we would be responsible for import duties and fees. Advertising free UK shipping while leaving customers to pay substantial import charges is, in our opinion, misleading.

We raised these concerns with Prime Coffee and have been completely ignored. They haven’t even acknowledged our complaint, let alone offered an explanation or resolution. Good customer service starts with communication, and unfortunately that has been entirely lacking.

The most frustrating part isn’t the grinder itself, it’s the poor communication, misleading information about dispatch dates, the unexpected import fees, and the complete lack of any response when we tried to resolve the issue.

Based on our experience, we would not recommend purchasing from Prime Coffee.

A case study for human first, customer focused, customer service. I had questions pre purchase and got a live chat response within seconds. The same person followed up with me by email post purchase and responded to queries remarkably fast.

I hadnt heard of the company before so did some research before making a purchase but I'd be very confident recommending Prime Coffee Suppliers to anyone. A fantastic and personal service from pre to post purchase and a really nice touch checking in with me post delivery. Couldn't ask for more.

I wish I had looked for reviews before placing a order with Prime Coffee Suppliers. What started as a simple purchase has turned into an absolute disaster of incompetence and poor communication.

My order was promised for shipment on July 10th. That date came and went, and ever since, I have been fed nothing but vague, circular excuses about “logistics bottlenecks” and “system transitions”. It was so hard even learning the delay reasons.

Their support team is infuriating. No matter how much you express your frustration, the urgency of your situation, or the fact that they have already missed their own deadlines, they usually response only once in a day. It feels less like customer service and more like a stalling tactic to keep you from canceling your order.

The most insulting part? They tried to "make it right" by offering me a complimentary bag of their "premium" coffee beans for my patience. I checked their website, and their beans are not premium at all.

Save yourself the stress, the anxiety, and the runaround. Take your business to a seller who actually respects your time and money. I wouldn't trust them with a simple order, let alone high-end equipment. Avoid at all costs.

Update: They block you because of sharing your experience with them.
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you are unable to complete an order on this store, your name and address has been blocked.
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