Nespresso Reviews

Name: Nespresso
Rating: 1.87

1.9 Rating 319 Reviews

19 %

of reviewers recommend Nespresso

Company Reviews

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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

“Absolutely appalling customer service on a refund issue. Staff and even escalation to manager are rude and not the slightest bit interested in being accountable for an almighty mess up. These people need a major reality check. Disgusted”

Helpful Report

Posted 2 years ago

“Absolutely appalling service and lack of response to a long outstanding complaint on a refund that has not been actioned. These people need a major shake up.”

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Posted 2 years ago

“We have the Nespresso Next machine and the machines stops working once every week. Every single week we have to run through the descaling process in order for it to work and it should not be like that. After multiple setbacks I decided to call customer service and we were on video chat for over an hour so she could watch me run through the descaling process that I've been doing without her for weeks. I get that it's apart of her checklist but an hour is a long time. After a a week we ran into the same problem. I called them back and the gentlewomen on the phone was extremely rude. I called with frustration and she made it worse. The machine makes great coffee but too many problems for the amount of money.”

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Posted 2 years ago

“Digusting customer service. Plain rude”

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Posted 2 years ago

“It makes a great cup of coffee when it works. Our machine has "frozen" twice. We returned it for a second repair 3 months ago. I called this morning. Yes, they have the machine. No, there is no information regarding the status but they will find out and report back in 24 hours.”

Helpful Report

Posted 2 years ago

“I signed up for a subscription in December 2021. It’s now July 2022 and I have yet to have a month where my delivery of coffee goes as planned. The delivery was originally with Yodle but this was changed to UPS because of the problems with orders not turning up. Today I have waited in all morning and the parcel has not turned up. Called UPS and they said they haven’t got the parcel yet. Called Nespresso and they said it’s not been sent out yet. I made the order over the phone with an advisor yesterday before 3pm and was told it was on next day delivery. I even received an email from UPS to say it was arriving this morning. So yet again I’ve wasted my time. Ok the coffee is nice. But I’m now at a point at 6 months into a subscription I’m looking to cancel and go back to using a normal coffee machine as I can’t be bothered anymore each month having to chase up an order and getting stressed out having to reexplain everything to someone at nespresso. If you like coffee and like it simple and stress free DO NOT GET A NESPRESSO MACHINE.”

Helpful Report

Posted 2 years ago

“I signed up for a subscription with Nespresso UK and after a couple of months or so I realised that they’ve been charging me twice. I reached out to them and they’ve been quite unhelpful, and is taking a long time to get my money back. I never agreed to 2 subscriptions, which is actually impossible to have with them, and they couldn’t justify why they took money twice. In these days, where every penny counts, it is extremely frustrating to have money taken off my bank account and then force me to wait over 2 weeks for a refund. Very very poor experience starting with Nespresso.”

Helpful Report

Posted 2 years ago

“Only had Nespresso Vertuo since February 2022. Sent back for repair in April as it was leaking water, over heating and stopped working. Same thing has happened again July 2022. Went through all the same tests over the phone which was a pain as it was exactly the same problem. Being sent ba k again foe repair. As I hardly use this machine as it is in a second property which I visit infrequently I'm very unhappy about all the hassle. Surely as it's still under guarantee it should be replaced.”

Helpful Report

Posted 2 years ago

“I contacted the company several times in the last couple of months regarding my broken Nespresso machine that was purchased less than 2 years ago and had stopped working (water leaked out the bottom during use). Using it only in my RV I had used it maybe 40 times, so each use effectively cost me more than $5. I probably wasted about 2 hours on the phone with customer service, going through all the troubleshooting efforts. At the end of all of that, I learned what I already knew before contacting them: my machine required repair/replacement. After a brief hold, I then learned that the company does not repair my model. And more importantly, then I learned that their 2-year warranty doesn’t apply to my model. Despite their website clearly indicating that it does (https://www.contact.nespresso.com/faq-3/th/en#2678): "We offer a 2 year warranty on all machines and Aeroccino. You will need to provide the proof of purchase.” I reach out to Nespresso to ask why their "2 year warranty on all machines" does not apply to my machine. I also asked why it not explained that my machine was not under warranty before I went through all of the troubleshooting and multiple phone calls. I asked why it was not explained that my machine was not repairable before I went through all of the troubleshooting and multiple phone calls. Finally, I asked what they were going to do to fix my problem. In response I received a form email, in which Nespresso was sorry my machine is not working to my satisfaction and inviting me to call their toll-free number to troubleshoot my machine. This is a terrible company. The coffee is delicious, but once my other working machine breaks, I’m done with them. And I encourage you to not start with them.”

Helpful Report

Posted 2 years ago

“I won't order through Nespresso again. My order arrived only partially filled. When I called the customer service number I was routed through several forced attempts to get me to buy a medical device, then Direct TV, then I hung up and googled a different number to call. That customer service rep informed me that that number deals only with business customers and tried to re-route me to the number I'd just tried. When I explained that I would not call the first number again and be hassled to buy something I was put on hold for awhile and then a customer service rep finally asked what was missing in my order. Now it will take 7-10 days for Nespresso to send the rest of my order. Never again. When I order my capsules through Amazon I get them within 3-4 days and there's never been an error in the order.”

Helpful Report

Posted 2 years ago

“The security questions to order coffee are ridiculous and frustrating. I had my customer number, could confirm name and address and credit cards on file but they would not process my order. I could not exactly recall what day I ordered coffee, what the value was and how much... who really remembers... what is the point of having a profile and customer number..... my bank asks less security questions. And the colour of my pixie is black but they not it on file as alimnignon.... French for grey / aluminium. The machine is black so because I got that wrong... the first rude csr would not process my order. My second attempt found a person who was more helpful and sympathized with the stupidity of a gauntlet of security questions to order coffee!!! The customer service sucks.”

Helpful Report

Posted 2 years ago

“From a lost machine and damaged and missing coffee orders to a refusal to honour their three year warranty on machines as new as three months old I have lost confidence in this company. The machines are very unreliable. I have five broken (leaks or error lights on) and despite running around carrying out all tests and proving that a machine was still leaking most coffee into the pod collector I was told that this was alright (so why didn't it do it from new?) I have since been told that, even though the machines are broken, I have to call their tech (lack of) support for each one. If something is broken a telephone call is not going to magically repair it! When I received an order from Yodel, the box was damaged but it was only on opening it that I found lots of missing sleeves and many of the rest were squashed flat (trodden on?) so unuseable. Nespresso initially only wanted to credit me for the missing ones - have they ever tried fitting a squashed dusty pod in the pod holder? As you can tell, four different breakdowns in two years and shocking customer service says something is wrong.”

Helpful Report

Posted 2 years ago

“we spend tons of money ordering coffee from NESPRESSO and if never comes on time or never comes and they have to re-ship the coffee. We pay 6.95 for shipping each time and never get it until weeks later.”

Helpful Report

Posted 2 years ago

“Bought 30 sleeve of capsules from Takashimaya, after 2 weeks open and found the packaging with 25 sleeve only have 20 sleeves of capsules inside Called and spoken to staff at both Takashimaya and HQ but got no one able to give an explanation on the missing capsules CS team at hotline claim will check b call back but when MIA Disappointed although i shld have open and check upon collection even though packaging was sealed”

Helpful Report

Posted 2 years ago

“Nespresso does NOT care at all about their customers. I have been a Nespresso customer for years and 6 days ago placed an order online, including a new machine. A few hours later, while the order was still listed as “pending” I called Nespresso to add an aeroccino at the reduced price when also purchasing a coffee machine. The company representative told me that she could not add this to my order so I told her to cancel my entire order immediately. Today, six days later, I notice an email from UPS stating I have an order to pick up; it is the Nespresso order that was supposed to be cancelled the same day it was placed. The company totally ignored by instructions to cancel the order immediately. I called Nespresso today and informed the company representative about all of this. She also told me the aeroccino could not be added to the original order and that I now had to pick up my order from the UPS store, print off a return label and then return the order. Are you kidding me! I told her that I shouldn’t have to even pick up the order at the UPS store when it had been cancelled three days before the shipping label was even created. I told her that good customer service would have told me that the aeroccino could not be added to the original order but that Nespresso would be happy to send me an aeroccino separately at the reduced price. Nespresso is definitely only interested in the money and not at all interested in customer satisfaction! I no longer like Nespresso at all:(”

Helpful Report

Posted 2 years ago

“I have a Nespresso Subscription and ordered pods with next day delivery, 15 days later Yodel has lost two deliveries and attempted to deliver the third replacement to the wrong address. Despite using the same address for the last 3 years.”

Helpful Report

Posted 2 years ago

“I like the ease of using the capsules and the coffee does taste better than brewed coffee; however their use of certain companies for delivery means that often your delivery takes more than a week, and this disappoints me!”

Helpful Report

Posted 2 years ago

“❌️Uma marca que se apresenta como lider e de bons valores mas faz promoções limitadas no tempo e sem um aviso próprio e claro. No final não serve os clientes...❌️”

Helpful Report

Posted 2 years ago

“I had a chat with an advisor on Live Chat and was satisfied that my query had been dealt with how I had asked. A couple of hours later, I received a call from another adviser (I believe a Team Leader) advising that my query hadn’t quite been dealt with properly and they talked me through what I needed to do. I was pleasantly surprised by their vigilance in making sure they provided the best customer service they could. I would have needed to contact them again in future and I would have probably been annoyed at this. They pre-empted and avoided this with one simple call”

Helpful Report

Posted 2 years ago

“I called today to order Vertuo capsules. I spoke with Ricardo, whom was a horrible representative. I told him from the beginning that I was calling because I wanted to order 20 capsules but I already had the promotional gifts that were offered. I explained all of this in detail to Ricardo and asked to scope out the offered item for another. He put m on hold and came back and said the manager denied the claim and said it could not not be done. I asked him to try again and say that I would be happy with a lesser valued item. He came back again and said that it could not be done because the pro motion item is the promotion item. I then explained to him that I have done this in the past when I have already received bed the promotional item and that it would be a duplicate for me. For me, just tell the truth, put please don’t lie. POOR customer service. If I find a comparable espresso machine, my business of 3 years will go elsewhere!”

Helpful Report

Posted 2 years ago

Nespresso is rated 1.9 based on 319 reviews