Name: Nespresso
Rating: 1.87

“The machine has broken down 2 in 3 days. Each time it stops working you lose a capsule. Sorry I don't have time to waste continually fixing produces that don't work.”

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Posted 1 year ago

“Customer service in both Edinburgh and Glasgow was poor.”

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Posted 1 year ago

“Can't sign in. Staff try to help but can't solve the problem. Going to cancel once I've used the pods up and I'll buy a new machine from a reliable company that have staff TRAINED to help.”

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Posted 2 years ago

“I own a Nespresso Latissima one machine have been through two sessions of troubleshooting wasted two hours of my time to find out that the machine just is going to end up in the garbage. Very disappointing.”

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Posted 2 years ago

“Despite frequent attempts to sign in and the help of one of your Customer Advisers it just doesn't work. We received a Nespresso Virtuo Next as a gift. It was as complicated to set-up to wifi as a Smart T.V. We then discovered the hard way, by going to Asda and buying 'original' pods that our machine had Virtuo Pods. We drove to Meadow Hall Sheffield where a very helpful lady gave us advise and a demonstrate how to use the machine and find our way about the various pods and how to order them. We were given a customer Number and thought this might be useful. Three weeks later when we tried to order pods on line, as I previous have written, we gave two hours of our time and ended up frustrated. The only way we will get pods is to go into Meadow Hall, Sheffield. Come on Nespresso. Get your act together. We succesfully use many other websites without a hitch and have run out of patience thinking 'we must be doing something wrong.'”

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Posted 2 years ago

“LOVE YOU NESPRESSO BUT PLEASE MAKE A SINGLE OR DOUBLE SERVING MATCHA POD!!!!! ALSO YOUR STAFF FROM CUSTOMER SERVICE SECTION ARE LAZY!!!!”

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Posted 2 years ago

“Read the small print. Bought a Nespresso for a gift. Shipped it out in November for a Xmas gift to be opened on Xmas morning by my son. Machine links immediately putting water in it. Tries again - same problem. He is in California- I am in Virginia- so disappointed that the machine had a defect…. But now the fun begins. Called Nespresso the next day. Explained — can’t get help - must know I D number on bottom of machine - must go thru a video chat with technical team to deem if worthy of exchange. It’s brand new - I am trying to talk to my son who now is at work to see if he can do a video chat with the Nespresso company so they can diagnose the leaking machine…. This has not happened to date. I have wasted 185.00 with pods. My son received a non working gift and this company is just terrible to work with. Read the small print! Very disappointing/- that is why you always buy from AMAZON from now on. Don’t buy - read the blogs”

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Posted 2 years ago

“Multiple issues with Nespresso. Although the quality of the coffee is good (albeit limited selection of decaf roast coffees), the shopping and customer service is lacking entirely! Packages arrive damaged, boxes torn and crushed due to little package material to withstand the long distance shipping and handling. The last order I received was someone else’s entirely. I then called for the third month in a row. Requested expedited shipping. Was declined and packages of my decaf was resent through ground service. I’ve been out of coffee for a week now, requiring me to inconveniently find other sources. Enough is enough. So long Nespresso.”

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Posted 2 years ago

“Nespresso customer service has really deteriorated since i became a member in 2015. Online ordering doesn’t give promotions even when code is entered. Canceling, changing or getting a credit is impossible through customer service. Promises made are not kept. Customer service does not follow through with what they tell you and most of the time they don’t know the information. Incompetent!”

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Posted 2 years ago

“The Nespresso recycling collection is useless! For a month time I repeated 3 times a recycling collection of same 3 bags. All the time I get an email saying that the bags will be collected in the next 3 days ... No any collection ...still. The first order was placed on 3.12.22 and today is 29.12.22...and the bags are still next to my front door... even they are already 4 because during the waiting time nearly a month I got one more recycling bag added to the first 3. I called Nespresso today asking to speak with some manager regarding the problem. There was no one available and I have to wait 48 hours someone to call me regarding that ha-ha very optimistic. Probably will get the same experience as the recycling collection - just waiting, space to store bags and feeling that you want to do something good but no one cares about it. My question is WHY NESPRESSO HAVE A RECYCLING COLLECTION IN THEIR WEBSITE WHICH THEY NEVER DO AND WHY THEY DON'T HAVE A REVIEW SECTION WHERE PEOPLE CAN SHARE THEIR EXPERIENCE??? My advice to everyone is : Enjoy your coffee and throw away the pods. Nespresso does not do a recycling collection!!! That is something far far away from their service ...”

Nespresso 1 star review on 29th December 2022

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Posted 2 years ago

“I am very disappointed with Nespresso's dishonesty in doing business. My advice, if you ever return anything, keep your return receipt, since they will not refund your money unless you call in to ask for it providing the tracking number. If you do not, they will make money on the customers' loss, which is very unethical. The tracking number is on the shipping label, which means when they scan returned items, they should be reflected in the system and refund should be generated automatically, yet unfortunately this is not how they set up their system. They are waiting for you to call in to get your money back, or to forget and they keep the money, sooooo dishonest business....very disappointed....”

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Posted 2 years ago

“The customer service has always been superior. I have never had a problem/question that they weren't able to solve or resolve for me.”

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Posted 2 years ago

“I ordered 3 sleeves of coffee, 30 capsules. I had a $10 off for first order. The coffee is not cheap. I received the capsules and they did not work. I capped nespresso customer support, I was told the coffee I bought (I am a new customer) is not for my unit but for the “Nest” unit. The customer service person told me to find a friend who had the Nest and give the coffee to them. I told the person I did not know anyone who has this unit. She then said they can offer me a refund. I said to send a coffee replacement instead and she said they could do that. After much verification over and over she finally said they will send me 1 sleeve in replacement for the 3 I bought. Wow, for a first timer for this coffee maker I am very disappointed. I used the search on the nespresso website to find this coffee which does not work. Very disappointed and will rarely use this unit now. I am sure other knockoffs will appear then I will dispose of this. Very mad at the company and customer service.”

Nespresso 1 star review on 22nd December 2022

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Posted 2 years ago

“I have been a customer for now 11 months ; each order has been $100.00 if not more! This last time I had to write due to the fact that I’m placed an order for$ 126.00 it usually takes 2 days to arrive well after 6 days of not receiving it I called I was told it is in its way 3 more Days passed and still no coffee… i now Called a third time because I haven’t Received it still ! No email no notification nothing! They said they will Expedite it … I told them I would Like it sent next day … they cannot Do that … they took my money gave NO information that tells this customer my order is lost! I said how About the boutique in garden city can They deliver it… I was told I can go pick it up! Expedite is an action , nit The press on a button! And this is terrible Business! And they are raising their prices! I know I am Very very lucky to be able To afford such great coffee but the company should Also be Lucky 🍀 to have great customers and Keep them! Janine LB,NY”

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Posted 2 years ago

“I have been a customer for now 11 months ; each order has been $100.00 if not more! This last time I had to write due to the fact that I’m placed an order for$ 126.00 it usually takes 2 days to arrive well after 6 days of not receiving it I called I was told it is in its way 3 more Days passed and still no coffee… i now Called a third time because I haven’t Received it still ! No email no notification nothing! They said they will Expedite it … I told them I would Like it sent next day … they cannot Do that … they took my money gave NO information that tells this customer my order is lost! I said how About the boutique in garden city can They deliver it… I was told I can go pick it up! Expedite is an action , nit The press on a button! And this is terrible Business! And they are raising their prices! I know I am Very very lucky to be able To afford such great coffee but the company should Also be Lucky 🍀 to have great customers and Keep them! Janine LB,NY”

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Posted 2 years ago

“I dont know what has happened to Nespresso but the service is a total disaster. 1.They are happy to promote their brand as green, and environmentally aware – advertising that they collect your used capsules for recycling. However they only do this by phone. Even as a platinum customer this cannot be done when placing an order online. 2. I ordered a collection of 3 bags of used capsules 3 weeks ago, they quote an SLA of 2 days. They didn’t collect them. A week later I phone and ordered collection again, by now there were 4 bags. AGAIN they were not collected. Last week I called and complained and asked that the matter be escalated – the SLA changed to 5 days for collection and the bag amount was increased to 5 bags. I came home at the weekend to find they had been to my home, but took only 4 bags, and left one at my front door. 3. Unbelievable !!! I checked the complaints policy – chat and phone only. Tried chat – wait time of 40 mins, 39 customers in the queue!!!!!! I cant wait on the phone any longer. What a shame – such a good idea, GONE COMPLETELY DOWNHILL – AVOID LIKE A BARGEPOLE Date of experience: 17 December 2022”

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Posted 2 years ago

“The WORST customer service experience I’ve ever had. I ordered a Vertuo next machine for my mom as a Christmas present (since we won’t be spending it together) but upon receiving it, we realized she got the wrong machine! She went to the nearest boutique to get it sorted, where they VERY rudely told her that “it’s an online order, they had nothing to do with that and so it’s not their problem”, then told her to contact online customer service. But since I ordered it, I was the one with all the info, so from abroad I contacted nespresso online. They asked me why the boutique wouldn’t accept my return, and when I told them, their answer was that their shops can refuse it if the item is not in stock. So A) why did they ask me what they said in the store and B) why did the employee at the store not say that? What was supposed to be a nice surprise turned out to be a whole ordeal that is still not resolved, and my mom will have to deal with it. What a great way to start this years Christmas! Thanks for nothing Nespresso.”

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Posted 2 years ago

“Would rate this organization in negative numbers if possible. We were one of Nespresso's original customers. We have 9 machines (not counting the two defective units awaiting replacement). I just cannot believe that Nestle would allow Nespresso customer service to degrade into what is currently is. It is impossible to contact a customer service/retention representative in the United States. You cannot even attempt to talk with the employees at a "Boutique" as the phone numbers are the toll free numbers whic connect the customer with one of the numerous "offshore" CS call centers. The CSRs are poorly trained and unable to resolve issues. The chronic fulfillment issues and late delivery performance of the past has not improved and most recently...replacement of two defective Vertuoline machines has been "bungled" in classic Nespresso form. This company most effectively conveys the message that it does not care (at all) about the people who spend obscene $ on over priced coffee and unreliable machines. In my professional opinion...this organization demonstrates "best practices" in customer alienation. 22years as a customer and that means nothing to Nespresso/Nestle. There are much better entities with which to do business. I've had it with Nespresso.”

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Posted 2 years ago

“The worst customer service experience in many a year. A load of lies and false promises. Make sure you get copies of their promises etc. seriously considering binning my machine as a result.”

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Posted 2 years ago

“Ordered a machine online on a Friday evening from the Nespresso website. Although the ad referred to being able to pick up the machine from a store, while completing the purchase they system offered only either delivery to home or pick up from a Canada Post location. Website indicated that orders completed after 16:00 will be processed the next business day only. I called Nespresso and the agent confirmed that I can pick up the machine at any store no problem. When I arrived to the store I was told I cannot pick up the order there and their ordering system does not allow them to transfer the order to the store. I called customer service and requested a cancellation of the order, and they confirmed the cancellation. I was told that a refund will be issued in 10 days to 2 weeks. So I purchased the same deal in the store. On Sunday night I received an email confirming that delivery will be done next week. So I called customer service again and asked why is a delivery still being attempted since I already cancelled the order 2 hours after placing it on a Friday night and they indicated that orders completed after 16:00 and during the weekend and will only be processed on a Monday? All they could tell me was to reject delivery and as soon as the machine comes back to them they will issue a refund. Which I did. The next day I called customer service again to enquire about the refund and I was told that there was a "second package" sent out and I still need to reject delivery of the second package before a refund is issued. One week passed and there was no attempt to deliver a second package. So I called customer service again to enquire about the refund and I was told that Nespresso policy is to issue refunds 30 days after cancellation only. Throughout the process, all the customer service represenatives I talked to were very agressive, rude and not friendly. They offered conflicting information, which only confuses the customer and were not helpful. None of the refund and cancellation information was spelled out in writing on the website before the purchase was made, so I guess the customer service representatives were free to make up whatever answer came to their mind. Let's see if Nespresso will ever refund my money. 3 weeks passed since the cancellation of the order at the time of writting this review and I still have not received a refund. Moral of the story: Their customer service is non-existant as they do not aim to serve the client. Once you buy their product prepare to be on your own. After my experience, I am left wondering if they will ever honor a warranty on their product, or if they will ever listen to the client, instead of dicating orders of their position. If they ever do, how long will it take to get it fulfilled. If you still insist on buying a Nespresso product, buy it from Amazon as they are much easier, friendlier and more professional to deal with than Nespresso.”

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Posted 2 years ago

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

Nespresso Reviews