Nespresso Reviews

Name: Nespresso
Rating: 1.86

1.9 Rating 333 Reviews

19 %

of reviewers recommend Nespresso

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Metrics

1.9

Based on 333 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 77%
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

“The coffee is good (I only buy the espresso), but they have very deceptive business practices. They state free shipping on all orders over $50, but defaulted to "paid shipping" on a few of my orders. You have to be careful and override the "paid" shipping to "free" shipping or you will be charged. I was advised to change it to "no preference on my profile, but when I attempted that, it gave me errors. Very shady practices on Nespresso's part if you ask me”

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Posted 6 days ago

“Terrible experience. Have been loyal, regular customer with subscription and they just lost me! Disgraceful”

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Posted 4 weeks ago

“Worst customer service ever. Bait and switch on their promos, and totally unethical and dishonest”

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Posted 1 month ago

“The shipping service is brutal. Nespresso is extremely expensive and there is an issue almost every time I place an order. This time the didn't pick up the bags of used capsules and when I called in they say nothing can be done. They said to keep them for the next order.”

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Posted 1 month ago

“I recently ordered a Nespresso Citi Z machine from the Westfield branch, despite hearing several negative reviews about their product quality and longevity. After waiting nearly two weeks, I finally received my order, only to find out it was the completely wrong product. Ironically, the machine I received was of a higher specification, and I could have easily kept it. However, in the spirit of honesty, I contacted Nespresso customer service to inform them of the mix-up. While they apologized and offered a small goodwill gesture for the inconvenience, I ultimately lost my patience and decided to cancel my order. It's clear to me that this company lacks a fundamental understanding of customer service; they seem willing to lose a £400/year subscription and £200 for the machine rather than properly address the issue with a simple £25 goodwill gesture, which would have likely kept me as a customer. In a way, I'm grateful for this early bad experience with Nespresso. It has saved me from potential headaches down the line, and now I can confidently choose a more reputable brand. Overall, I would not recommend Nespresso based on my experience. One thing I will say is the customer service representative was polite and only going off the orders from management. I feel sorry for her!”

Helpful Report

Posted 1 month ago

“This has been the most frustrating experience I've ever had with the Nespresso customer service. Took them 3weeks +++ to have an answer about the status of my machine being service. Called them 4x for the status. Customer service keep saying they will email or contact me a status never got it. If I can give 0 star I would. This in not the first frustrating experience I had . This why this time I am posting how terrible/frustrating Nespresso customer service is.”

Helpful Report

Posted 1 month ago

“Had 3rd email today stating a delay of another 48 hours. Hard to believe or rely on as it is as I say the third email. Phoned to complain and call ended up being hung up. Coffee specialist seemed unsure how to raise complaint and wasn't able to put me through to anyone. The order was placed on the 24/02/2025. Today was the second time I had phoned. Service is unacceptable. Emails state "doing is everything". I can only assume that means nothing is doing and therefore this is "nothing" - exemplary way to treat customers. Do better! Be better!”

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Posted 1 month ago

“Sent frother for repair…it came back WORSE!!!!!!!!!”

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Posted 2 months ago

“Worst customer service ever. They send me a damaged/already returned vertuo, can't bring it in a shop for exchange or refund. Have to send it back by Purolator. What a waste of time.”

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Posted 2 months ago

“Love being a longstanding NESPRESSO client. Usually order on line. Fast delivery. Love when they have special promotions. Great tasting coffees. Love my VERTUO machine that has been so reliable and easy to use. Best experience visiting the. Espresso boutique on Cumberland Avenue in Toronto. So beautiful . Amazing customer service from Angel and the NESPRESSO team. With gratitude, 🦋🇨🇦Rosemarie Taylor”

Helpful Report

Posted 2 months ago

“Wow! I am amazed that I spent over $200 purchasing a machine and then about 50-75 dollars per month on coffee for this experience. These pods are not interchangeable and you must commit to buying their coffee. You would think that after purchasing so many pods, you earn points toward a new machine. Well no you do not. My machine broke right after my warrantee ended and of course, all they offered me was to spend more money on a new machine. So I did and now a year later, it is broken again!!! It is leaking all over the place and making a mess on my counter. I am no longer purchasing this machine to be obligated to funnel cash to their company with pods. I have had a Walmart coffee pot that I purchased over 20 years ago for less than $20 and it still works. Shame on you Nespresso for over charging on an unreliable product.”

Helpful Report

Posted 2 months ago

“Amazing customer service by Aundrea. She was very patient and explained things very cleaning regarding a leak with my Pixie Espresso machine. Sent a link by text so she could watch and visualize my issue. Very helpful and recommended de scaling of machine before replacement. Solution was sent within 24 hours of call and I am now descaling. What a wonderful example of how customer service should be! Kudos to Aundrea! Thank you so very much.”

Helpful Report

Posted 2 months ago

“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.”

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Posted 3 months 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 3 months 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 3 months 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 4 months 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.”

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Posted 4 months 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 4 months 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 4 months 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 4 months ago

Nespresso is rated 1.9 based on 333 reviews