Emailed the Chief Exec directly to ask him to listen to the 27 minute call I had to get a refund… Needless to say he passed my email on to the Customer Relations Team - after I had specifically asked him to listen to my recorded call. It’s quite evident to me that he views customer service as someone else’s responsibility and not his… Every time I have phoned Nespresso it has been a nightmare - never mind that they seem to think they are a bank - evidenced by the completely over the top security checks. And when you have, eventually, remembered the necessary details the front line staff can’t help you! As for the website and app - it’s style over substance every time - ‘use-ability’ is dreadful. Sorry Nespresso - you’ve had several chances to get things right for me and you have failed, miserably, every time. The Vertuo is going straight on to eBay today - I’ll get some money back and won’t have to pay £400 a year for coffee (!!!!) Amazing that they can afford to hire Mr Clooney for their tv ads but can’t equip their staff or ‘managers’ with email. No, seriously, they can’t email a customer….in 2022! Avoid.