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

“I have been a Nespresso customer since 2013 and while I love the coffee experience that this brand provides, the machines and the customer service are THE WORST! If you haven't already become a fan of Nespresso, don't bother. You will be frustrated.”

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Posted 3 years ago

“They are always behind on shipping. If you are low on coffee, Don’t count on their shipping to come in time. Ordering through Amazon comes in faster, and the only reason I even bothered ordering from their website is because they have a few additional flavors not on Amazon. When an order is placed, it takes 4-5 days just for them to even get the order out of their warehouse. Don’t bother ordering from them, use Amazon.”

Helpful Report

Posted 3 years ago

“Ordered coffee on December 15th $165.00 Here we are on New Years Eve still no coffee. Family from all over the USA visiting and had to tell them to bring capsules. Worst service ever. Talked to lots of your people who were no help. Looking at alternatives because your company sucks.”

Helpful Report

Posted 3 years ago

“Ordered Vertuo coffee pods 11/22/21 from Nespresso. Still haven't arrived and estimated delivery date keeps getting further and further into the future. Have since ordered the pods from Amazon and received within a few days.”

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Posted 3 years ago

“Very poor customer service. They're not trained well about their own services, like they're boutique locations or order processing time. Coffee pods took over 2 weeks to arrive. When I called to check on the status of the shipment, I was told something went wrong and they're placing my order again (which would probably take another 2 weeks to arrive). So I asked to cancel the order and I ended up going to a boutique to pickup. A couple of days later, my original online order (which I cancelled) arrived at my door. When I notified Nespresso, they told me to retuned it at my cost or I'll be charged for it (a mistake they made). A lot of time wasted on call which I ended up not being compensated for. Considering returning my machine due to the bad experience I had with them.”

Helpful Report

Posted 3 years ago

“Had to send back our new Nespresso machine twice as it was leaking. Company sent it back unfixed. Eventually they sent us another one that needed descaling after only a few weeks and is now stuck on descaling mode. Coffee only luke warm. Very poor product.”

Helpful Report

Posted 3 years ago

“I placed an order and was told it would arrive in 1-2 days. It didn't arrive. I called customer service multiple times and was given multiple different dates of delivery. It is now 12 days later and I still have not received my order! The customer service call center is manned by the WORST representatives in the industry! I'm reporting fraud and disputing the charge!”

Helpful Report

Posted 3 years ago

“Worst worst CSR. Very rude!”

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Posted 3 years ago

“I usually do not write reviews but I bought my machine a year ago and I have to throw it out now. It stopped working after 5 months. The customer service is horrible. The first time I called I was told that I will receive a box to ship back and they will fix it. The lady told that it will take a while. I waited for 2 months and when I call back again. The person who answer the call told me that she cannot verify my information and hung up the phone on me. I called back again and her colleague said she can help me and resend another box for shipping. I waited another month and today I called back. The person told that he will send the box for me again. I cannot do anything but throw a machine. The interesting thing is that I had great service at the store all the time. I had an old machine that I had no issue with before it got old. I had no issue verifying my name or account at the store. I bought the machine at the store and had a great experience until I have to deal with some kind of defective machine. I just want people to be aware of the potential issue.”

Helpful Report

Posted 3 years ago

“In app you get offer what disappear after check out and when you try to asked customer service, make you feel like you liar and without screenshots they can’t help you. This was happen my friend too. Look like Nespresso just lie about offers.”

Helpful Report

Posted 3 years ago

“I’ve been using Nespresso for 7 years and love the product and the company. Their customer service is excellent. I can reach a representative 24/7. They’re always helpful and they back up their product. Nothing but good things to say!”

Helpful Report

Posted 3 years ago

“Hi, Just wanting to let people know if you have a return (machine or accessories) to make to Nespresso beware. It takes a REALLY long time to get a refund if you even get it at all! I will never order anything from them unless I'm absolutely SURE I want it. It's been 17 days and they keep telling me they refunded me my 200.00 back on my account and I have still not received it - and you get a different scenario from each person you talk to, I'm very disappointed at the Cust. Service for this and shocked it's so sketchy and misleading. It's a great product and they are very quick to get it to you but it you try to return something - be prepared to wait and wait wait. I'm so sorry I even attempted to purchase anything again as my nespresso vertuo deluxe plus completely stopped working only after 2.5 years and to fix it cost almost as much as a new machine. I would purchase another machine from another vendor for sure next time. Huge Mistake!”

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Posted 3 years ago

“The tracking system on their web is not updated for 5 days. It is not possible to communicate with them via email. Very frustrating. I won't buy capsule online from them EVER.”

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Posted 3 years ago

“My Nespresso Vertuo Machine works well along with the frother. My Issue is the Pods, and having to order on line or go to a Nespresso store that out of the way to line up and buy coffee, more often then not I'm pulling out the old coffee machine to make coffee because I ran out of PODS. For this reason alone I do not recommend buying the Vertuo Coffee Machine. Regards Mike.”

Helpful Report

Posted 3 years ago

“I've purchased Nespresso coffee capsules for the last 3 years... enjoy the coffee, and support the pricing. My feed back on their "milk frother" (Aeroccino 3) though has been a disappointment... made worse by the lack of support from the company. Unit was less than 2 years old (but older than the the 1 year warranty) and the temperature module failed... milk would "boil" instead of "froth". Customer support was certainly not "premium" but more like "commodity"... not aligned with their pricing in the market. It appeared that Nespresso know these unit had a failure history (I went through 30 minutes of corrective hoop jumping... no correction). While I enjoy the coffee, and my machine has worked as designed... the Aeroccino 3 has a credibility... I asked to trade up to higher end models and was refused -- Nespresso wasn't interested in working with me. Funny... a "frother" creates incremental demand for capsules and coffee orders... you might think the local leadership would promote such products... the argument was lost on the CS agent I spoke with. Great "coffee" product... but look elsewhere if in need of a forther.”

Helpful Report

Posted 3 years ago

“useless, I had called customer service to help me set up the app on my phone and connect it to my machine, they asked for all the security questions as it was a bank! the machine was offered as a present to me! However even after that they were not able to help me and ended up the conversation saying a someone from the technical department will call me back and I have never received a phone call back! Also, I have bought reusable pods that are not even working, after the first time I have never been able to reuse them! I have contacted the customer service online and the person at the other end was not even respectful, they were talking to me as we were lads! Still nothing has been solved as apparently the reusable pods is not manufactured by Nespresso! Bad customer service, I do not recommend it!”

Helpful Report

Posted 3 years ago

“The worst experience ever! They took money over two weeks ago and still do not deliver anything. Also, they refused to refund money to me. Do not use this company. Better to buy at Canadian Tire and any other store: at least you will get what you have paid for.”

Helpful Report

Posted 3 years ago

“My machine is not two years old. I have constant issues with the aeroccino. I've bought multiple whisks(only available over phone and you pay shipping) I've bought new aeroccino, lasted one week. So frustrating. Had to buy my own box to return it. Would never recommend this product”

Helpful Report

Posted 3 years ago

“I have spoken to 3 CSRs 4 times since I bought my machine less than a month ago. I have been trying to get a $25 promo credit applied to my first purchase and I cant seem to get a straight answer. The first CSR promised two times she would call me back and never returned the call. The 2nd CSR I spoke to stayed on the line while I filled out all the proper on-line forms and I even received 2 emails from Nespresso. First email- Stated they received my registration and gave me a Registration ID !!!!!!. Second email said "The order number !!!!!!!!!!!! has been attributed to your purchase, even though I had not made a purchase. I was ready to place an order tonight and could not find where the gift credit was applied to my account so i called the toll free number to get it sorted out and the lady told me she could not find my account number. I gave her my registration# and phone# to locate and she said there is nothing in their system for me. I am ready to take this machine back to where I bought it and get my money back. I am giving the last CSR 48 hours to call me back otherwise the machine goes back. Never dealt with such a mixed up, confused, incompetent company. I don't blame the CSRs. The incompetence starts at the top”

Helpful Report

Posted 3 years ago

“Terrible service and useless and incompetent staff. I placed the order and then got the message that the order is placed successfully. When I visited the store to pick it up I found out that something is wrong with the order and they don't have it. I called customer service but they said: something went wrong with the order, we don't know what exactly and don't know when it will be sorted out. So basically if something went wrong you are on your own.”

Helpful Report

Posted 3 years ago

Nespresso is rated 1.9 based on 319 reviews