I am extremely disappointed with my recent experience with Nespresso. I ordered a Vertuo Next Premium Black Rose Gold & Aeroccino Bundle from their website, and it has been nothing short of frustrating since the moment the order arrived. he machine arrived in a damaged box, which looked like it had been previously returned. The milk frother was missing from the initial shipment, and when it was finally delivered the next day, it arrived with a broken lid. I immediately called customer service to report the missing frother and damaged packaging, only to be placed on hold for a long time. After 30 minutes, the representative told me they couldn’t help and suggested I call back. When I called again about the broken frother, I was given no clear solution and had to deal with even more delays and unhelpful responses. Most recently, when I called to report the machine wasn't working and the frother lid was still broken, I spoke to a representative named Wassil. She was extremely laid-back, and I had to repeat myself multiple times. I had to ask if she was still on the line every couple of minutes because she was so unengaged. When I requested to return the items, she first told me that I’d have to pay for return shipping. After some arguing, she finally agreed that Nespresso should cover the return shipping costs, but after being put on hold twice, I was told an email with the return label would be sent. It’s been over a day now, and I have yet to receive it. This has been one of the worst customer service experiences I’ve had. The products were damaged upon arrival, the customer service was unresponsive, and I’m still waiting for a return label that was promised to me. I am extremely dissatisfied with both the products and the service and would not recommend purchasing from Nespresso based on my experience.