I dont know what has happened to Nespresso but the service is a total disaster. 1.They are happy to promote their brand as green, and environmentally aware – advertising that they collect your used capsules for recycling. However they only do this by phone. Even as a platinum customer this cannot be done when placing an order online. 2. I ordered a collection of 3 bags of used capsules 3 weeks ago, they quote an SLA of 2 days. They didn’t collect them. A week later I phone and ordered collection again, by now there were 4 bags. AGAIN they were not collected. Last week I called and complained and asked that the matter be escalated – the SLA changed to 5 days for collection and the bag amount was increased to 5 bags. I came home at the weekend to find they had been to my home, but took only 4 bags, and left one at my front door. 3. Unbelievable !!! I checked the complaints policy – chat and phone only. Tried chat – wait time of 40 mins, 39 customers in the queue!!!!!! I cant wait on the phone any longer. What a shame – such a good idea, GONE COMPLETELY DOWNHILL – AVOID LIKE A BARGEPOLE Date of experience: 17 December 2022