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

“Hi , I called today to Inquire about descaling my machine and I had excellent help from Ayman. He was polite, patient, and very explicit about the procedures and steps to take in descaling my machine. He was amazing!!!!! I highly recommend him to anyone who needs help with their Nespresso machine. Thank you again Ayman He gets ⭐️⭐️⭐️⭐️⭐️From me”

Helpful Report

Posted 2 years ago

“Our £350 Sage unit developed a fault. We paid £80 to have it repaired, The product was collected and delivered back to us really quickly. One problem, it still did not work. The process was repeated again. Would you believe it, it still did not work. Again we sent it back only to receive it back with a fault warning descaling light on. This would indicate that a full service was not carried out. Nespresso failed to do anything other than send out a pack of descaler. Abominable customer service.”

Helpful Report

Posted 2 years ago

“Starbucks Vertuo is terrible coffee. Lacks any resemblance to Nespresso pods. Coffee is weaker than the cheapest of diners and doesn’t taste like Starbucks brewed coffee.”

Helpful Report

Posted 2 years ago

“I phoned twice to customer service/machine assistance and was hung up on. Both times they asked for my phone number to call me back and neither gentleman did. Poor customer service. I was on the phone with them for 45 minutes and I still have a broken machine. DO NOT BUY THIS MACHINE. CUSTOMER SERVICE WILL NOT ASSIST.”

Helpful Report

Posted 2 years ago

“Amazing customer service at the Nespresso branch in Canary Wharf. The person who looked after me is called Suhel. He was great since the beginning and suggested me some of the best options to make the best cappuccino at home. He also showed me the last capsules and explaining me the different characteristics of each coffee I was interested in. Definitely 5 stars for Suhel :)”

Helpful Report

Posted 2 years ago

“Like others before me it seems I have terrible service from Nespresso recently, the process of deciding whether they will replace your machine under warranty has completely changed of late. A few years ago my faulty machine was replaced without question - now there is a 'trouble shooting' process I have to go through the lasts ages and involves deep cleaning the inner workings with a toothbrush - which I have now done twice!! Next step is to send of the machine for inspection and possible repair - replacement is presumably months down the line, and by then of course my warranty will be up and i'll have to buy another! Terrible service from what was once a wonderful company that made you feel good just by supporting them! So sad, I shan't be buying another Nespresso machine and I can now no longer justify paying their ever rising rices for what is in effect one shot of coffee! When this machine eventually gives up the ghost I shall return to the old fashioned way and buy my coffee locally and in bulk!”

Helpful Report

Posted 2 years ago

“Will NEVER bur another Nespresso machine!!!! My machine isn't even a year old and the trouble with it started about 6 months in, Customer service is the worst experience!!!! It took me almost a month of calls and "troubleshooting" before they finally agreed to take the machine to fix it. Got it fixed and after a month, the same problem started again and once again, they needed me to "troubleshoot" before continuing with any action, "get a tooth brush to clean:"...."watch this video"...SO FUSTRATED....NEVER BUYING ANOTHER NESPRESS MACHINE EVER!!!!!!!!!!”

Helpful Report

Posted 2 years ago

“The 'Coffee Specialists" or whatever wanky title these people have, they have no Customer Service skills & are the rudest people I have ever dealt with. They even hang up on you! You can not talk to a manager, they are obviously too important to talk to a mere customer. As a long term customer I will NEVER buy another Nespresso product & I will take every opportunity to tell everyone that I came into contact with.”

Helpful Report

Posted 2 years ago

“Very happy with my coffee machine. Just one question I recycle my pods all the time , I think you should think about some rewards for doing that .”

Helpful Report

Posted 2 years ago

“Absolute junk. My wife bought me a Vertuo machine at xmas 2021. Since the beginning it has been unreliable both with regular capsules and decaf. It's a hit or a miss every time we have coffee, usually one of us goes without! The machine is expensive and so are the pods, I'm so disappointed. I just want coffee, I don't need it to be connected to the internet ffs! Just give me coffee without the pain.”

Helpful Report

Posted 2 years ago

“I purchased a Nespresso Atelier just a few months ago (end of February) and had an issue (when the pump started working, it would leak water from the bottom). Kinda disappointed that we purchased one of their "luxury" models and it was already having such issues with minimal use, but I figure hey... just bad luck... First, we sent in a request by email for them to deal with things. No response. Called them and they said they would come pick it up, give us a replacement machine, and then return our machine within 3-5 business days. They gave us a base model, it gets the job done but no bells and whistles... fine. We'll have ours back in no time. 5 business days go by, and we call them up. They can't get ahold of the parts and need an extra day or two. Couple days go by. Nothing. Call them up AGAIN! Nothing they can do at the moment. We're nearing 3 weeks now, called again, was told they will look into it and hopefully by next week things will be sorted. Time and time again, they don't provide us with any updates. For something we paid more than $300 for, we've gotten barely any use out of it and now we're being given the run around cause they can't find a piece to fix it. We have to keep calling to get ANY information and what little information we do get is "please wait just a bit longer." All I know, is never again will I purchase from this company again lest I have to deal with this abysmal customer service...”

Helpful Report

Posted 2 years ago

“Steer clear from this shambles of an organisation. The subscription service is a con, the website advises you what you should pay a month, but what they don't tell you until you sign up that there is a minimum order!! The website Recomended a subscription plan of £20 per month, the cost for the minimum order was nearly twice that amount. Phoned up straight away to discuss this with Nespresso, order was cancelled at no cost due to being within the 14 day cooling off period. They have taken a termination fee from me two days later!! Agents on the phone have no authority to deal with the issue and the management refuse to speak to you. Have had to give these baboons a one star only because unless you give them a minimum one star you can't leave a review.. Spend your hard earned elsewhere!”

Helpful Report

Posted 2 years ago

“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.”

Helpful Report

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.”

Helpful Report

Posted 2 years ago

“Digusting customer service. Plain rude”

Helpful Report

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

Nespresso is rated 1.9 based on 333 reviews