Nespresso Reviews

Name: Nespresso
Rating: 1.87

1.9 Rating 319 Reviews

19 %

of reviewers recommend Nespresso

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Metrics

1.9

Based on 319 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 14%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	1.4 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Incredibly difficult to get warranty on a defective product. They’ll make you go through multiple hour long video troubleshooting sessions to absolutely confirm it’s not you being a dum dum and definitely them. May also involve going to the grocery store to get their specific brand of milk in between said long sessions.”

Helpful Report

Posted 6 days ago

“A fantastic product with LOUSY customer service. What an unfortunate duo. To have to wait 2.5 weeks and still no coffee that was ordered…no email or contact regarding the delay. Two phone calls to customer service to find out why we can’t enjoy the product we love and paid for. No explanation from the dismissive and interruptive customer service agent. “We’d like to offer you a $10 credit” (considering we’ve ordered thousands of dollars in products over the years). Loyalty? Nope. Please keep the $10. It’s insulting. You guys can do better than this, seriously.”

Helpful Report

Posted 1 week ago

“FYI! Nespresso commitment is zero about orders delivery, they do not follow their delivery options, Also, they have set expedited same day delivery for orders above$125.00 which never showed up at their check out screen. please be on lookout for this!”

Helpful Report

Posted 1 month ago

“If I could give Nespresso less than one star, I would. This has been the most frustrating experience I've ever had with both a product and customer service. I purchased a Nespresso Vertuo machine in August 2022, hoping for an upgrade from my old Original Nespresso machine, which had worked flawlessly. What a mistake. Within six months, the Vertuo broke down, and that’s when the nightmare began. First, I had to send the machine for repair, during which I was given a replacement. When my original machine was returned, it worked briefly but soon stopped brewing again. After spending an hour on the phone with customer service (and having to record videos to prove the issue), they agreed to send me a "pre-loved" replacement. This replacement arrived faulty, reeking of a horrible smell. Back on the phone for another hour, I requested a proper solution. Another "pre-loved" machine was sent, which inevitably failed again. This cycle of broken machines and frustratingly long customer service calls repeated multiple times. The most infuriating part? Nespresso refused to replace the Vertuo with a more reliable Original machine or offer a refund because I didn’t purchase the machine directly from their store, even though they acknowledged the warranty was valid. I have 8 months or so warranty left. To add insult to injury, they wouldn’t refund my unused Vertuo capsules and refused to escalate my complaint or connect me with a manager. I’m still waiting for the complaint email they promised to send. Now, I’m stuck with a broken machine and several packs of useless Vertuo capsules. Nespresso's solution? Another "pre-loved" machine that will likely break in a few months based on my experience. This is not the level of service you expect from a supposedly premium brand. Their machines are unreliable, and their customer service is abysmal. I will never buy another Nespresso product or recommend them to anyone. Save yourself the headache and avoid Nespresso altogether. DO NOT BUY”

Helpful Report

Posted 1 month ago

“Dealing with Nespresso’s customer service for a refund has been an absolute nightmare. I’ve been waiting for weeks with no clear answers, and every time I contact them, I get stuck in a cycle of vague responses and unfulfilled promises. They’ve made it impossible to get a straightforward solution, and I’m constantly having to chase them for updates. It feels like they just don’t care, and I’m left frustrated and out of pocket. It’s honestly one of the worst customer service experiences I’ve ever had.”

Helpful Report

Posted 1 month ago

“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.”

Helpful Report

Posted 1 month ago

“This is the very first time I have ever taken the time to write a bad review for any company but I couldn't resist warning potential buyers who are considering Nespresso brand. My Nespresso Virtuo lasted about 50 cups of coffee then suddenly stopped powering up. I figured I must have got unlucky and the company would simply replace it....wrong!! They wanted me to ship it in for repair which meant I would have to go wirhout a coffee maker for 2 to 3 weeks while they worked repaired it. When I expressed my concerns and asked to speak to a supervisor I was put on hold for 20 min before the same rep came back on the line telling me the supervisor would make a ONE TIME exception by sending me a refurbished loner machine to use while mine was being fixed. Giving the impression that they were doing me a big favour. Bottom line, I only paid $140 for the machine..lesson learned you get what you pay for. I should have read all the poor reliability and customer service issues previously reported by other customers! I'm definiey switching brands, my old kuerig at the cabin has been running solid for over 10 years!!”

Helpful Report

Posted 1 month ago

“Their checkout process has to be the worst on the entire Internet. I've complained to them about it, and instead of improving it, they have made it even worse. It takes several pages and clicks to get checked out. If you select PayPal, you get to a dead-end page where you cannot proceed to make a payment. The credit cards they save for you still require you to enter the CVV every time. What is the purpose of saving the credit card information if I have to get the card every time I check out. It is just an awful experience. Nespresso, get you Nes together! You can learn from other successful online retailers. It is not that hard.”

Helpful Report

Posted 1 month ago

“Had a terrible experience online with Nespresso. No wonder they are rated so badly here! I had the most ridiculous power-play with a Nespresso online agent experience I have ever had, just to find out where my order was! The tracking tool wasn’t working. In fact nothing work properly on the App. I was forced to communicate with “Chat option” & despite providing sufficient information (full name, email, phone #) tracking number, the agent REFUSED to tell me where my order was (2 coffee machines totaling $618), as I hadn’t “also” provided whether I purchase items online or in a store (I do both), but the customer should not have to spend 25 mins going through that rubbish!! What’s more, the agent kept getting me to AGAIN type my name (already provided it) & when the transcript of the INSANE communication was emailed to me, it had my FULL NAME from the beginning, she she ALREADY had it. 25 mins just to give me an idea of where my order was. I said she could text or email the info if it was that difficult - but she refused. This experience would have to rate as the WORST & the most utterly RIDICULOUS I have ever experienced. It was it was a skit from Fawlty Towers!! I was supposed to have far delivery & still waiting - it was due earlier on the day & the driver *thinks* he’ll be able to deliver at 8.30 PM Congratulations Nespresso - how to burn a customer so completely they’ll never come back!!”

Helpful Report

Posted 2 months ago

“DO NOT UNDER ANY CIRCUMSTANCES PURCHASE A VerturoPlus. 2 year warranty, sounds good right? NESPRESSO is a joke, if you are unlucky enough to have a Droid they cannot live film what your machine is doing through a screen share because their software isn't compatible with a Droid. Without viewing a live screen they refuse to honor the warranty. And the machine is junk, runs perfectly for the first 200 or so cups, then the software malfunctions. Purchase at your own risk, if I could leave a zero star review I would. I invested a good 3 hours over multiple calls getting the run around from their "customer service".”

Helpful Report

Posted 2 months ago

“Its funny how you cant leave an actual review of nepresso machine on their website or on google. DO NOT BUY THEIR MACHINES. The pods are overpriced and the machine has SOO many issues. Its been error after error on my machine and now that it's out of warranty they said I could pay $60 to try to repair it or they can give me a 15 discount on a new machine. Theres other options out there that are better value than this machine.”

Helpful Report

Posted 2 months ago

“Tried to return a defective machine still under warranty. this is my response. totally understand, Steve. Please, allow me a moment. Ayoub H. Please, bear with me Steve. Kindly note that the boutique won't accept the return. Please know that the return option isn't available. Therefore, I'm contacting the right department to see what are the options that they can provide, or if they can give you an exception to return it. Thank you for your patience.”

Helpful Report

Posted 3 months ago

“The customer service reps talk over the customer...take lots of information and then send you to another customer service rep that makes you explain everything again. Calls drop and once they called back....the other two times..."crickets." Had to solve problem but searching the internet and finally found similar issue on Reddit. Not sure if problem is solve or not yet. The printing on all their manuals etc...is WAY too small. Instructions are poorly written as well. If I didn't like the ease of making a cup of coffee, I'd throw the machine out and go with another company. Company definitely needs to work on their PR and customer satisfaction for the price of the pods and machines.”

Helpful Report

Posted 3 months ago

“I've been ordering coffee from Nespresso for five years. I can't do it on line for some reason. I DREAD calling them. Half the time I can't understand their accents. Every time I order I have to go through all my details. There always seems to be a problem. AT least twice my order hasn't gone through and I've had to call back to confirm. Once, I received the wrong coffee via courier when I always ask for it to be delivered via Canada Post. UNBELIEVABLE!”

Helpful Report

Posted 3 months ago

“happy for 5/6 years , then tried to get a repair [ machine leak ] ,,, round and round the website , just useless , will buy a different brand ,, cheaper.”

Helpful Report

Posted 3 months ago

“Absolutely astounded that a supposed “High End” machine would last only 2 years. Between the machine (Vertuo Next Deluxe), the frother and the capsules, I spent over $500.00 on my original purchase (2 years ago). I was just told today that my machine is broken and it would be more to send it back to fix it than to just buy another machine. WHY would I by another machine when it’s just going to die in 2 years, or, from what I’ve been seeing in reviews, less than a year. I honestly feel like going to the Nespresso Boutique and telling everyone in there that’s thinking of buying one of these machines to stay away and spend their hard earned money elsewhere. That’s what I’ll be doing. I’m now stuck with a pile of pods and a frother that are of no use to me which I also spent my hard earned money on. I will be telling as many people as I can to stay away from this product.”

Helpful Report

Posted 4 months ago

“Tried to order online then order Descale kit I ordered 100 Capsules to no avail Tried to call waited 50 minutes listening to some inane “ music”. Sad to experience such dreadful non existent service. Having been a customer since the Company started!”

Helpful Report

Posted 4 months ago

“Called three times after a delivery came with half the order I made… been put in a queue for 1.5 hours.. no one answered. Called next day 1.2 hours… nothing. Used the WhatsApp- nothing. The only way to buy the capsules (been doing it for the last 5 years) is through the website… Just putting my Nespresso machine on eBay and never again falling on this trap!”

Helpful Report

Posted 4 months ago

“Avoid Nespresso Machines: Horrible Products and Even Worse Customer Service! I wish I could give Nespresso negative stars for the experience I’ve had with their machines and customer service. Last year, my daughter bought us a Nespresso Vertuo machine. We already owned the Original Nespresso machine, but we were excited to try out the new Vertuo model. That excitement quickly turned into frustration. Within six months, the Vertuo machine broke down. What followed was the worst customer service experience I’ve ever had. After more than seven calls and following every single troubleshooting instruction they provided, they finally agreed to replace the machine. But the replacement process was a nightmare in itself. It took a whole month to get the new machine. This kind of delay is simply unacceptable, especially for a brand that markets itself as premium. Just last week, our replacement Vertuo machine stopped working AGAIN. This was the final straw for me. I refuse to buy another Nespresso machine ever again. I decided to return all the unused Vertuo capsules to the store, only to be told they wouldn’t accept them for exchange. Now, I’m stuck with a broken machine and over 15 packs of useless Vertuo capsules. This is not the experience you should have with any product, let alone a supposedly high-end brand. Nespresso’s machines are unreliable, and their after-sales service is abysmal. Save yourself the trouble and look elsewhere for your coffee needs. Nespresso has lost my trust, and I will never recommend their products to anyone.”

Nespresso 1 star review on 27th August 2024

Helpful Report

Posted 4 months ago

“I ordered $284.77 of coffee pods in august of 2023 in order to get a free frother. The milk frother was guaranteed for a year. I started having trouble with my frother around a month ago. I contacted the technical support. The person told me my machine was not working and to send it in. I sent my frother in and when i got it back it said the the machine worked. I tried to froth my milk and it did NOT froth the milk. I called again and was told it was the whisk. They sent me a new whisk and it still did not work. I called in a third time and was told that it was due to poor maintenance, (I have cleaned it following all the instructions) and the they were willing to give me the same deal, to buy an obscene amount of pods to receive the frother for free. My frother was guaranteed till September. I guess the warranty is not guaranteed. I have been a loyal customer since 2020, and will start looking to another company for my coffee pods. They do not care about customer service! The report said the machine was working when in fact is was not not working! Check picture below, false report! TERRIBLE CUSTOMER SERVICE!”

Nespresso 1 star review on 21st August 2024

Helpful Report

Posted 5 months ago

Nespresso is rated 1.9 based on 319 reviews