Name: Nespresso
Rating: 1.87

“In Denmark the customer service is absolutely appalling! It is the second time I have the deluxe version of my Nespresso machines break down. The second time they get shipped to Germany, telling me it can take up to 5 weeks. The second time I am passed the five weeks, called to remind them and ask what is going on?! No offer of a replacement yet, no alternative coffee machine in the meantime- so I have had to buy a second hand one in the meantime. I have asked for a name, and they will not give me their surname, nor their manager's name in Sweden. Just "Support" department. Transnational BS, placing the blame in other countries or colleagues on sick leave ( 2nd time I get this one) and therefore the messages have not been passed on!!! I am still waiting for their call back- it is now coming up on 6 weeks and I have to hunt THEM! An utter disgrace!!!”

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Posted 3 years ago

“Very bad service”

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Posted 3 years ago

“It's a shame website is poor - clearly not been through UAT at design and development. Its not intuitive and makes it very challenging for the user. Clearly doesn't meet Web Content Accessibility Guidelines which means 1 in 4 people would not be able to access it. Would not recommend”

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Posted 3 years ago

“neverrrrrrrrrrrrrrrrrrr order directly from their website. i am STILL trying to receive coffee from July 10th after 3 tries. They've either had delays, sent it to the wrong area, and RUDE customer service people, saying I was not allowed to cancel my order. You are better off buying these products from Amazon. Worst experience of my life and I have yet to receive my coffee.”

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Posted 3 years ago

“It’s a good thing the coffee is so good or I’d be returning my machine. I had the WORST customer service all 3 times I had any communication with Nespresso. My machine has never worked and we got it in may. After going through troubleshooting, they said they’d send me a new machine In 3 business days. Never came. I waited 2 weeks and finally called them. They said oh your delivery was cancelled because we don’t know that you actually purchased the machine from Nespresso. I said, ‘my order was cancelled and nobody emailed me to let me know?’ Apparently you have to email your receipt to them but the service rep on the troubleshooting call did not tell me this. So I email the receipt that day. Nothing. No email a week later. I email again asking if anyone has received my emails. Nothing. I finally started another chat today and she told me they received the receipt. I said ok great and she tells me they can start the shipment process for the new machine. Was anyone going to email me or call and say they got the receipt and will ship out a new machine. Nope! I had to contact THEM. So apparently it’s now on its way but I won’t hold my breath. Even the last chat I had today, they didn’t end it with ‘thank you for contacting us, have a nice day.’ I said it to her but there was nothing back. So I waited and realized she had just left the chat. I mean wow. When I go into the store to buy my coffee, they’re not even friendly. I am just glad the coffee is so good. It’s the only positive experience I’ve had with Nespresso. The taste.”

Nespresso 1 star review on 9th July 2021

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Posted 3 years ago

“Nespresso Coffee is good. I've just had a pretty terrible service experience and the Company doesn't seem to care much.”

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Posted 3 years ago

“Gran Lattissima Coffee Machine Mine is going back to Nespresso for the 3rd time in 3 months to get the light off on Monday 21 June 2021. I got it back from its last repair on the 12 May 2021 & the time before I got it back on the 29 March 2021. All because of the descale light being stuck on. I am so tired of them not admitting this is a fault with the machine. Their customer service just insist that I measure water to the millimetre because that’s the problem according to them. For 15 years I’ve had Nespresso machines & never had a problem with desacling a machine. This one has been a problem from the start & all over Amazon USA it’s the same. I insist now they collect it, not make me mess about with stupidly measuring to make it right - which doesn’t work. They refuse to admit it’s anything other than me being an imbecile who runs a dirty machine. It’s not a repair they tell me like a time waster every time, it’s basic maintenance they tell me, insinuating I don’t do it. Yet they descaled it in May & March & now in June I try to descale when the light comes on & it’s stuck, yet again. And when they return it, they’ll tell me it’s clogged & just needed to be descaled. You can’t speak to a manager without a call back, they only do those on the same day & don’t seem to fathom that I might work. I am going to attempt to get a acquiescence of fault on Monday when I call on my day off but I really expect to get the same useless customer service I get everywhere even then. Not our fault, it’s yours M’s Leslie. I’m ready to throw it in the bin tbh & go back to a lattisima touch. I’m sorry if you bought this. It’s seriously flawed. Proof available on every point made above. Best Wishes, Lucy Leslie”

Nespresso 1 star review on 18th June 2021

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Posted 3 years ago

“Customer care is zero. We had machine that broken twice in 6 months want to give it back and and get out of my subscription but that looks impossible. Never ever again nespresso i felt treated so bad ( nespresso user for over 10nyear) and if you want to buy ventuo next machine or take a subscription think twice. If there are problems they are not willing to do anything about it.”

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Posted 3 years ago

“Customer service is unbelievable bad! I love the coffee...but be aware of the problems that will follow once you need a repair. Didn’t think this kind of service is possible in Canada. Have been on phone for hours, they hardly talk English, on 1 day I’ve been disconnected or hung up by agents who I was talking to....already 5 weeks for repair of my aeroccino...They seem very incompetent. Scary!”

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Posted 3 years ago

“I had an order being delivered during a very rainy day, and the box got all wet and kinda disgusting where the delivery person left it. I called Costumer Service - I was very frustrated and angry - and they immediately re-sent the order, and it arrived in two days, and I didn't even had time to express my dissatisfaction because they were so good and kind with me. I just wanted to write that because I am not used to having such good costumer support.”

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Posted 4 years ago

“Im a long time Nespresso customer and promoter. However recent changes to reordering coffee pods have me rethinking Nespresso entirely. I have an "easy order" that is showing on the web site as shipped since Jan 2nd. I called customer service, which has been taken over by a third party. I was not told when I will receive my coffee pods. This is the second order with an unexpected unexplained delay. If your considering buying a new machine, suggest you consider Nespresso distribution challenges.”

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Posted 4 years ago

“BUYER BEWARE!! I purchased a Nespresso Lattissima One to be able to make coffees at home but that is far from what this machine makes. This machine makes approximately 1/4 of a cup of coffee and 3/4 of a cup of froth. So if you are after a machine that makes coffee flavoured babyccinos then this is the machine for you, if you are after a coffee machine that actually makes a cup of coffee then DO NOT BUY. I have contacted Nespresso already regarding this and the response I received was that this is a Cappuccino machine that's why there is a lot of froth, if the machine actually made a cappuccino I would be more than happy but to get literally 2 or three sips of coffee and 3/4 a cup of froth is totally unacceptable for a coffee machine. They also said to try a different type of milk which I have also gone and done (I have tried about 4 or 5 different milks with the same result) To actually be able to make a coffee I need to make the coffee as normal then scoop out all the froth, then start that process again and scoop out the froth again, then in a separate cup repeat that process then combine the 2 cups of coffee together to actually be able to get nearly a decent cup of coffee, so unless you have the patience and a good 10 minutes up your sleeve to do this every time you want a coffee then I suggest you don't purchase this machine. Every time I make a visitor a coffee at my house the comments I receive are "WOW, that's a lot of froth" or "That's way too much effort for a push button coffee machine" or "That looks like a pain" and I always make sure to tell them NEVER to buy a Nespresso machine because this is what you get and I don't want any of my family or friends making the same mistake I did with buying this machine. This has turned me off ever buying another Nespresso product and I am very disappointed with the responses I have received regarding the performance of this machine. Unfortunately I had to give a one star rating because there was nothing less.”

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Posted 4 years ago

“This is the third time my reoccurring order has been 10 days late. Then when I’ve called customer service, they’ve basically said they can’t do anything about it until it’s been 14 days. One time I had to wait 30 days until my order arrived. Also, every time I’ve called CS, it’s basically “that’s a bummer coffee is late. We’ve just sold a lot of coffee because of our recent sale so you just have to wait.” So, there is no loyalty to customers who have reoccurring orders. Nespresso just wants to make a ton of money and make their repeatedly customers take the hit. If you’re going to sell people on the idea that this is their primary way to drink coffee (rather than going to a coffee shop or going with some other brand, then actually be reliable so have coffee! Booooo.”

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Posted 4 years ago

“Recently our Nespresso Virtuo Next machine started acting up. We went through the procedures for troubleshooting in the manual and on the website. Nothing seemed to fix it. I then phoned the Canadian 1-800 number. The nice lady employee asked me to go through a series of steps but again nothing seemed to work. She then confirmed my address as I am a Nespresso member and my other information and promptly ordered me another machine exactly like the one I have. It was here in 2 business days. Now ...that is what I call excellent customer service!”

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Posted 4 years ago

“Recently our Nespresso Virtuo Next machine started acting up. We went through the procedures for troubleshooting in the manual and on the website. Nothing seemed to fix it. I then phoned the Canadian 1-800 number. The nice lady employee asked me to go through a series of steps but again nothing seemed to work. She then confirmed my address as I am a Nespresso member and my other information and promptly ordered me another machine exactly like the one I have. It was here in 2 business days. Now ...that is what I call excellent customer service!”

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Posted 4 years ago

“Now that I own the machine, I wish I could get orders for the capsules! After a week, my order status is still “will ship in 24-48 hours”. It’s one thing to fall behind, but totally unacceptable to provide inaccurate information. I also called the help desk, and after 30 mins on hold, was only told “it should ship within a week”! Unbelievable!”

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Posted 4 years ago

“I returned a brand new machine and 400 coffee pods back in April/May and now they won't return my money. I have been kicked back and forth between their departments. The first time I called, they said they received my packages and I should get rid of my receipt (bad idea) and I will see my money in 15 business days. Nothing. I called back several times and finally, I got a refund/confirmation number from the rep on my last call (still no money), but they still said: "we will have someone call you back." It has been like this for the past 3 months and now I couldn't dispute the charges with my credit card company because it passed the 90-day mark. Only disappointment, frustration, and anger with this company.”

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Posted 4 years ago

“My Nespresso machine is great however, I have had it 1 year and 1 week and sure enough, it broke and it is not covered by the warranty. I agreed to pay for a new part to hopefully fix the problem. My major complaint is with getting the part to me. I ordered it a week ago, it took 5 days for them to organize the part in the warehouse and now the order is somehow lost. Customer service cannot find it so I now will have to wait an additional 10 days to receive a part that may or may not get my machine working again. Honestly, the customer service is the absolute worst. When you want your coffee you want your coffee maker to work and when it breaks you want it fixed FAST. That wont happen with Nespresso.”

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Posted 4 years ago

“Passive-aggressive customer service. Machine broke after 6 months.”

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Posted 4 years ago

“Always very speedy delivery and customer services sort any issues very promptly and well.”

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Posted 4 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