Nespresso Reviews

Name: Nespresso
Rating: 1.87

1.9 Rating 319 Reviews

19 %

of reviewers recommend Nespresso

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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

“The costumer service is the worst among all companies. I have never dealt with such a horrible service in my life. Ordered Coffee before pandemic to ensure I have some. 3 months later I still haven’t received the coffee, no one ever follows up, finally someone did two weeks ago and said the coffee is on its way. But again it never arrived. Any other company with this amount of mistake would try to at least follow up and offer things. It’s obvious that costumers don’t matter for Nespresso. Getting this machine was the worst decision I ever made. I hope no one else deals with this company.”

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Posted 4 years ago

“Very easy website / quick delivery times / good stock depth & range / good customer support if missing items etc Be good to have a point scheme to allow free coffee etc”

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Posted 4 years ago

“Website is easy to order from however it’s no great only being able to order multiples of 50 as I didn’t need that many for my dad Delivery was far quicker than expected though”

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Posted 4 years ago

“Do not trust them, they talk a good game but they do not deliver. Terrible customer service: after the money, that is it. AVOID!”

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Posted 4 years ago

“Capsules for recycling have not been collected after 4 weeks, 6 phone calls and 5 emails. Courier Yodel even told Nespresso that the capsules had been collected when they had not. Plain liars.”

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Posted 4 years ago

“After 6 phone calls and several emails my bags of capsules for recycling has not been collected after 4 weeks on my doorstep. Why use Yodel courier service when they don’t provide a service? Yodel have even told Nespresso that the bags have been collected when they have not. Plain liars.”

Helpful Report

Posted 4 years ago

“Great product but ordering on line painful website needs reviewing. But much much worse is waiting for Yodel to deliver if you pay up front you expect accurate updates not deliveries that don't turn up .or Nespresso customer services telling you Yodel courier will contact you direct.Trust me they don't appalling service again.Nespresso sort out your delivery service.Or sell your products in more shops.!!.”

Helpful Report

Posted 5 years ago

“I wanted to order a machine to be delivered to Canada for my daughter. However, the UK site would not let me do this and said I had to access via the Canadian site. To access the Canada site you have to put in a different email address to that already used for UK. Then the order would not process. The UK online chat tried to be helpful about the problem, but only referred me back to Canadian site. I ordered from Amazon in the end!!”

Helpful Report

Posted 5 years ago

“15/8/19 Their delivery and recycling pickup is dreadful. So-called next day delivery seldom happens now. If the delivery is held to a Saturday they use ParcelForce whose non-staff drivers don't bother to complete their rounds. If Parcel Force deliver during the week they refuse to collect recycling packs. Nespresso think it's OK to send a second van round to collect the recycling - this is their idea of helping climate change! My current order was delivered on Friday by PF and although safe place - back door was specified and we were actually at home it was slung on the front doorstep with a note through the letterbox Recycling was refused so we left the bag on the doorstep from Monday to Thursday. Have just rang a stroppy woman at customer services who said that unless we ring to complain they can do anything!!! And having informed me that it can take 3 days had a go at me for not reporting it sooner! Decided that just putting it in the bin will not harm the planet more than their system. There is no such thing as customer service at Nespresso This is the 3rd time recently that delivery has been delayed and that recycling has not been collected. If it wasn't nice coffee I would leave!”

Helpful Report

Posted 5 years ago

“So easy to order line. Always free samples to let you try out new products before you buy. Super quick delivery. Love being able to easily recycle used pods; just order a free bag, fill it up and drop off at UPS.”

Helpful Report

Posted 5 years ago

“Nespresso customer service is about as non-existent as it's possible to be. They know absolutely nothing. Latest for me: have just spent 30 mins with the "Technical" Dept to ask how to interpret their water-hardness strip. This was too much for them. They had to keep messaging the manager but still couldn't give me an answer. Eventually offered an alternative person to speak to but it was never answered, although I held on for another 10 mins. What a shower!”

Helpful Report

Posted 5 years ago

“Be aware of the Hype, not all as expected !!!!!! Having been a Very loyal customer for over 16 years, I went into my Local Nespresso store to purchase some more capsules, ( must say Oxford store customer service excellent) we tried to then purchase a new machine, as I was such a Valued client so to speak ( I was told) being on the top tier of coffee purchases, now the story unfolds its turns out you only have to purchase 1 sleeve of coffee over a 1 year period. Now to my amazement i have been dropped by the wonderful Nespresso Customer service, and I am now back to being a standard member because I failed to not put my purchase on my account, I tried to explain I have been living in Spain, and the Spainish Nespresso system doesn't speak too the UK system, Tried to Explain all this to Them and guess what Not Interested, all that was given was a £20 goodwill gesture, no offer to reinstate my earned level of coffee purchasing, I have question it once again with them ? and again its been given as a geniune answer, because I cannot prove i purchased coffee whilst in Spain, its not their problem. Because I have several machines is the only reason I will purchase their Coffee, but if your reading this please be aware Being treated as a respected customer forget it, your just a number !!!!!!”

Helpful Report

Posted 5 years ago

“For the 4th time in a year we have had to chase up an order.Customer service advisor has a poor grasp of English and unable to verify us as a customer. We were put through to them from another dept. who had no problem. Oh & accounts ha recognised us as money had already left our account. Forced to email & now have to wait 1-2 days for a reply! Hopeless!”

Helpful Report

Posted 5 years ago

“Nespresso’s customer service is second to none, I had an issue with my machine and their repair department dealt with it quickly. My machine was collected by courier, repaired and returned a few days later. Unfortunately it was damaged when I received it back, I sent some photos of the damage and within a few days they had sent me a new machine. I love my coffee machine and recommend Nespresso to all my family and friends. A big thank you to Nespresso from me.”

Helpful Report

Posted 5 years ago

“My father in law who is 72 his machine broke recently which I brought for him. I have just called to order a replacement part and the customer service was outstanding. I will never buy a different make as I have never been made to feel such a valued customer like I have just been. Well done Stephen in technical support”

Helpful Report

Posted 5 years ago

“Tried a lot of cheaper branded Nespresso pods but keep coming back to Nespresso as nothing comes close. Superb coffee pods, never disappoint.”

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Posted 5 years ago

“Very good machines! High-quality products, and very helpful staff in the shop.”

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Posted 5 years ago

“I regret that Nespresso UK does not take care of its customers, like in other countries, with gifts with the purchase of 8 or 12 boxes (insulated cup, glass cup ..) nor a positive gesture if you had the misfortune of falling on a defective box, with empty capsules ... Shop employees are nice but do not help you because they claim to be brand-free/franchise. You must therefore contact the customer service by email or phone. They will ask you to provide the batch numbers from the end of the card sleeve, to refer the problem to the technical and quality management team for investigation. You can not go ahead with the first step because they do not provide the link to reply directly to them via the email. At the end, the matter will never be settled. And that's the price you pay when you're a Nespresso customer in the UK.”

Helpful Report

Posted 6 years ago

“OUTRAGEOUS POOR QUALITY UNCARING CUSTOMER SERVICE I purchased a Vertuo Nespresso coffee machine on 15/12/18 and was served by a Nespresso ambassador who also registered my machine to get my free 150 Vertuo coffee capsules part of their Winter 2018 promotion. The ambassador told me it would be delivered by 18/12/18, so when it didn’t arrive I called the Nespresso customer service help line who informed me that it was taking between 5 and 7 days. So I waited, then I got an email from Nespresso stating that they did not have the make or model of my machine even thou their ambassador registered the machine, I replied to the email with what they had requested. Due to my coffee capsules not arriving until after Christmas I did a 50 mile round trip to their store in Meadowhall Sheffield to purchase some capsules to use over Christmas. Today 27/12/18 I recieved my promotion offer of coffee capsules only to be dissapointed to see that they were the wrong capsules for my machine. I then called Nespresso’s Customer Service and was on the phone 32 minutes. They stated that my machine was still not on their system but agreed I did have a customer Number. The only thing they could do was to arrange for the wrong capsules to be picked up by currier on 28/12/18 and I would have to stay in all day because they could not give any time slots, and once the coffee capsules were received in their warehouse they would then send out the correct capsules. 😡🤯. For compensation of travelling over 50 miles spending over an hour on two phone calls and numerous emails, then having to stay in all day to wait for a currier to pick up the wrong coffee capsules that they sent, they offered me a £7.50p box of Nespresso chocolates, I turned this down and asked for two travel mugs, they refused this and offered me one travel mug. I Turned this down because I felt it did not compensate me in anyway. I really wish I had not bought this machine. Nespresso Customer Service is a waste of time because they do not provide any customer service.”

Helpful Report

Posted 6 years ago

“Lovely free gift, free delivery and delicious coffee. Great!!”

Helpful Report

Posted 6 years ago

Nespresso is rated 1.9 based on 319 reviews