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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Nespresso 1 star review on 27th August 2024

Anonymous

Nespresso 1 star review on 21st August 2024

Nancy Morrow

Nespresso 1 star review on 9th April 2024

Paul N

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

“Just the same as the other reviews in the last few days… Delays in shipment, poor customer service. Everything is changed a whole lot in the last two months it’s absolutely disappointing, too many order issues to put down in writing. I have stopped my easy order and will just take to Amazon to order. From top notch to horrible…what a disappointment!”

Helpful Report

Posted 3 years ago

“I have been a loyal Nespresso fan since 2018 and Have always loved my machine and the ordering convenience. I have also turned many family and friends onto Nespresso coffee and machines. I have even wrote in past how much I truly have appreciated the amazing customer service and speed of delivery, truly impressive and appreciated! Starting with my most recent order on January16, 2022 however, something has tremendously changed. I placed an order, got an email a couple days later stating it would arrive the next day, only to never receive my order. I looked up the tracking and only the label in from the warehouse had been created. A week later after seeing no tracking progress, I called the customer service number. I was told to give it a few more days as it is taking a little longer for orders due to supply chain issues. Waited a few more days, still no order. Called again and the customer service rep stated there was no indication it even left the warehouse so she put in a replacement order at no charge or course. Next day get another email stating my replacement order is scheduled to arrive the next day, yet no order!! I again wait a week, still no order. I call and this time the man now says, give it a few more days. Just like on my end he too can now see it hasn’t even been processed through the warehouse, only the label has been created. After I state I have now been without coffee pods for over two weeks, he recommends I go to a Nespresso Boutique. This is not feasible as it is at least a 45 minute drive from my home, so he comps me 2 sleeves of Intenso for my inconvenience. Today is February 3, 2022 and Yesterday (2.5 weeks later) my original order lands on my doorstep. I than receive an email stating my inconvenience orders are now delayed with no ETA. I love my Nespresso and get this is just coffee. The Customer Service at this point however has become very robotic. They state they no longer can expedite shipping and it appears the automated email stating your order in on it’s way is not in fact accurate. I asked to speak to a manager just to express my concerns and better understand what to expect so I could plan accordingly but their is no direct way to do so. Honesty is the best policy but the, “smoke and mirrors” makes me want to look elsewhere. In closing, I love how each time I call it always ends with, “We see that you have been a loyal member of our Nespresso Club since 2018 and want to say, Thank you!”

Nespresso 1 star review on 3rd February 2022

Helpful Report

Posted 3 years ago

“Placed my order on 1/17. Sat “waiting for courier” for 8 days before I called to ask when it would be shipped. The rep went into a script about supply chain problems (for coffee?) and said she’d put through a request for it to be shipped. Finally came up on website that it had been shipped 3 days later, has not left the state of Florida for 5 days. Now Feb 2nd and still no order. 17 damn days. What unbelievably bad customer service.”

Helpful Report

Posted 3 years ago

“The product is good, the coffee is good. The capsule collection and recycling of said items is a complete non event. Each collection takes 3 messages and a lot of hot air from Nespresso”

Helpful Report

Posted 3 years ago

“I ordered a nespresso machine. It came broken twice. I had to carry the 20 pound machine twice to the post office to get it resent to me (I live in NYC). The third time the machine was sent to me with a missing part. They told me it was out of stock and that I should call back every week to see when it was back in stock. I was in disbelief from this response. When I asked to speak to the next level up (I was already speaking a supervisor), the Nespresso rep hung up on me! Do not order nespresso. You will get a broken machine and horrible costumer service.”

Helpful Report

Posted 3 years ago

“I’ve gone through 2 vertuo next machines in 1 year. First time they sent replacement and had me send my original back to them, no problem. This time I have to send my machine in and get no replacement machine. Repair could take up to 3-5 weeks.”

Helpful Report

Posted 3 years ago

“I am just off the phone from nespresso as my aeroccino broke. The whole process was seamless, some straightforward questions asked and when the agent was friendly, helpful and once she could see that my purchase was beyond repair and under warranty a replacement was sent out - Top marks Nespresso!”

Helpful Report

Posted 3 years ago

“I have been waiting on an order since 1/2 just got an update it will be delivered maybe on 1/24 seriously this was my first order I am so frustrated.”

Helpful Report

Posted 3 years ago

“If you are going to be fairly exclusive and only sell your pods from your on-line distributor, then one would think the process would be streamlined. I have been waiting over a week for my order that was said to be 1-2 day shipping. My previous order I had to call to check on the status due to similar delays. Initially, there was a kiosk location that I could access nearby, but that has since closed down, so I am either stuck with an overpriced coffee maker or at the mercy of delayed coffee delivery.”

Helpful Report

Posted 3 years ago

“45 days in in and my virtuo broke. Customer services was shipping one out arriving in 3-5 days and sending a label and box for a return. Six days later nothing is here and a call to nespresso they state the Last person didn’t set it up correctly. Horrible service that has lead to a full return. Don’t bother”

Helpful Report

Posted 3 years ago

“Like a lot of people, cant' seem to get my order even shipped, been weeks now and nothing. Terrible, makes me regret buying the machine. Just going to stop the easy order, its not easy and its even worst timing then a normal order .”

Helpful Report

Posted 3 years ago

“The best customer service is in Meaisem mall in Dubai.. the guy there is very nice and helpful and make people like to buy always from Nespresso … I have tried to buy from MOE branch AND festival city center branch and didn’t like there attitudes but in Meaisem centre he was very nice,, so from now on will buy from him always…. I will ask him about his name when I go next time to be more clear..”

Helpful Report

Posted 3 years ago

“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.”

Helpful Report

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.”

Helpful Report

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!”

Helpful Report

Posted 3 years ago

Nespresso is rated 1.9 based on 333 reviews