Ordered a machine online on a Friday evening from the Nespresso website. Although the ad referred to being able to pick up the machine from a store, while completing the purchase they system offered only either delivery to home or pick up from a Canada Post location. Website indicated that orders completed after 16:00 will be processed the next business day only. I called Nespresso and the agent confirmed that I can pick up the machine at any store no problem. When I arrived to the store I was told I cannot pick up the order there and their ordering system does not allow them to transfer the order to the store. I called customer service and requested a cancellation of the order, and they confirmed the cancellation. I was told that a refund will be issued in 10 days to 2 weeks. So I purchased the same deal in the store. On Sunday night I received an email confirming that delivery will be done next week. So I called customer service again and asked why is a delivery still being attempted since I already cancelled the order 2 hours after placing it on a Friday night and they indicated that orders completed after 16:00 and during the weekend and will only be processed on a Monday? All they could tell me was to reject delivery and as soon as the machine comes back to them they will issue a refund. Which I did. The next day I called customer service again to enquire about the refund and I was told that there was a "second package" sent out and I still need to reject delivery of the second package before a refund is issued. One week passed and there was no attempt to deliver a second package. So I called customer service again to enquire about the refund and I was told that Nespresso policy is to issue refunds 30 days after cancellation only. Throughout the process, all the customer service represenatives I talked to were very agressive, rude and not friendly. They offered conflicting information, which only confuses the customer and were not helpful. None of the refund and cancellation information was spelled out in writing on the website before the purchase was made, so I guess the customer service representatives were free to make up whatever answer came to their mind. Let's see if Nespresso will ever refund my money. 3 weeks passed since the cancellation of the order at the time of writting this review and I still have not received a refund. Moral of the story: Their customer service is non-existant as they do not aim to serve the client. Once you buy their product prepare to be on your own. After my experience, I am left wondering if they will ever honor a warranty on their product, or if they will ever listen to the client, instead of dicating orders of their position. If they ever do, how long will it take to get it fulfilled. If you still insist on buying a Nespresso product, buy it from Amazon as they are much easier, friendlier and more professional to deal with than Nespresso.