There is a long discussion here: http://coffeeforums.co.uk/archive/index.php?t-2362.html concerning this problem. What happened is, you were sent a pressurized double filter basket, and if you are going to use this pressurized double filter basket, then you must also use the little black plastic piece with it that is shown in the photo below. If you don't have the little black part, then either you need to order it, or you need to get ahold of a "NON" pressurized double filter basket that doesn't require the little black plastic part.
I bought a Gaggia Classic a couple of months ago. There was an insert, "FOR THE U.S. CUSTOMERS ONLY" and the double basket was included along with the two "perfect crema filters" and the diffuser nozzle. I am not sure why the US got the additional basket, but I am thankful.
What you're calling the holder is the portafilter. What you're calling the filters are the baskets.
Part of your problem is not having your grinder. Without one you can't adjust the grind for your espresso machine. How did you determine what the correct grind was? Did you just use whatever the shop had their grinder set to?
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