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

“Had a terrible experience online with Nespresso. No wonder they are rated so badly here! I had the most ridiculous power-play with a Nespresso online agent experience I have ever had, just to find out where my order was! The tracking tool wasn’t working. In fact nothing work properly on the App. I was forced to communicate with “Chat option” & despite providing sufficient information (full name, email, phone #) tracking number, the agent REFUSED to tell me where my order was (2 coffee machines totaling $618), as I hadn’t “also” provided whether I purchase items online or in a store (I do both), but the customer should not have to spend 25 mins going through that rubbish!! What’s more, the agent kept getting me to AGAIN type my name (already provided it) & when the transcript of the INSANE communication was emailed to me, it had my FULL NAME from the beginning, she she ALREADY had it. 25 mins just to give me an idea of where my order was. I said she could text or email the info if it was that difficult - but she refused. This experience would have to rate as the WORST & the most utterly RIDICULOUS I have ever experienced. It was it was a skit from Fawlty Towers!! I was supposed to have far delivery & still waiting - it was due earlier on the day & the driver *thinks* he’ll be able to deliver at 8.30 PM Congratulations Nespresso - how to burn a customer so completely they’ll never come back!!”

Helpful Report

Posted 4 months ago

“DO NOT UNDER ANY CIRCUMSTANCES PURCHASE A VerturoPlus. 2 year warranty, sounds good right? NESPRESSO is a joke, if you are unlucky enough to have a Droid they cannot live film what your machine is doing through a screen share because their software isn't compatible with a Droid. Without viewing a live screen they refuse to honor the warranty. And the machine is junk, runs perfectly for the first 200 or so cups, then the software malfunctions. Purchase at your own risk, if I could leave a zero star review I would. I invested a good 3 hours over multiple calls getting the run around from their "customer service".”

Helpful Report

Posted 5 months ago

“Its funny how you cant leave an actual review of nepresso machine on their website or on google. DO NOT BUY THEIR MACHINES. The pods are overpriced and the machine has SOO many issues. Its been error after error on my machine and now that it's out of warranty they said I could pay $60 to try to repair it or they can give me a 15 discount on a new machine. Theres other options out there that are better value than this machine.”

Helpful Report

Posted 5 months ago

“Tried to return a defective machine still under warranty. this is my response. totally understand, Steve. Please, allow me a moment. Ayoub H. Please, bear with me Steve. Kindly note that the boutique won't accept the return. Please know that the return option isn't available. Therefore, I'm contacting the right department to see what are the options that they can provide, or if they can give you an exception to return it. Thank you for your patience.”

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Posted 5 months ago

“The customer service reps talk over the customer...take lots of information and then send you to another customer service rep that makes you explain everything again. Calls drop and once they called back....the other two times..."crickets." Had to solve problem but searching the internet and finally found similar issue on Reddit. Not sure if problem is solve or not yet. The printing on all their manuals etc...is WAY too small. Instructions are poorly written as well. If I didn't like the ease of making a cup of coffee, I'd throw the machine out and go with another company. Company definitely needs to work on their PR and customer satisfaction for the price of the pods and machines.”

Helpful Report

Posted 6 months ago

“I've been ordering coffee from Nespresso for five years. I can't do it on line for some reason. I DREAD calling them. Half the time I can't understand their accents. Every time I order I have to go through all my details. There always seems to be a problem. AT least twice my order hasn't gone through and I've had to call back to confirm. Once, I received the wrong coffee via courier when I always ask for it to be delivered via Canada Post. UNBELIEVABLE!”

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Posted 6 months ago

“happy for 5/6 years , then tried to get a repair [ machine leak ] ,,, round and round the website , just useless , will buy a different brand ,, cheaper.”

Helpful Report

Posted 6 months ago

“Absolutely astounded that a supposed “High End” machine would last only 2 years. Between the machine (Vertuo Next Deluxe), the frother and the capsules, I spent over $500.00 on my original purchase (2 years ago). I was just told today that my machine is broken and it would be more to send it back to fix it than to just buy another machine. WHY would I by another machine when it’s just going to die in 2 years, or, from what I’ve been seeing in reviews, less than a year. I honestly feel like going to the Nespresso Boutique and telling everyone in there that’s thinking of buying one of these machines to stay away and spend their hard earned money elsewhere. That’s what I’ll be doing. I’m now stuck with a pile of pods and a frother that are of no use to me which I also spent my hard earned money on. I will be telling as many people as I can to stay away from this product.”

Helpful Report

Posted 7 months ago

“Tried to order online then order Descale kit I ordered 100 Capsules to no avail Tried to call waited 50 minutes listening to some inane “ music”. Sad to experience such dreadful non existent service. Having been a customer since the Company started!”

Helpful Report

Posted 7 months ago

“Called three times after a delivery came with half the order I made… been put in a queue for 1.5 hours.. no one answered. Called next day 1.2 hours… nothing. Used the WhatsApp- nothing. The only way to buy the capsules (been doing it for the last 5 years) is through the website… Just putting my Nespresso machine on eBay and never again falling on this trap!”

Helpful Report

Posted 7 months ago

“Avoid Nespresso Machines: Horrible Products and Even Worse Customer Service! I wish I could give Nespresso negative stars for the experience I’ve had with their machines and customer service. Last year, my daughter bought us a Nespresso Vertuo machine. We already owned the Original Nespresso machine, but we were excited to try out the new Vertuo model. That excitement quickly turned into frustration. Within six months, the Vertuo machine broke down. What followed was the worst customer service experience I’ve ever had. After more than seven calls and following every single troubleshooting instruction they provided, they finally agreed to replace the machine. But the replacement process was a nightmare in itself. It took a whole month to get the new machine. This kind of delay is simply unacceptable, especially for a brand that markets itself as premium. Just last week, our replacement Vertuo machine stopped working AGAIN. This was the final straw for me. I refuse to buy another Nespresso machine ever again. I decided to return all the unused Vertuo capsules to the store, only to be told they wouldn’t accept them for exchange. Now, I’m stuck with a broken machine and over 15 packs of useless Vertuo capsules. This is not the experience you should have with any product, let alone a supposedly high-end brand. Nespresso’s machines are unreliable, and their after-sales service is abysmal. Save yourself the trouble and look elsewhere for your coffee needs. Nespresso has lost my trust, and I will never recommend their products to anyone.”

Nespresso 1 star review on 27th August 2024

Helpful Report

Posted 7 months ago

“I ordered $284.77 of coffee pods in august of 2023 in order to get a free frother. The milk frother was guaranteed for a year. I started having trouble with my frother around a month ago. I contacted the technical support. The person told me my machine was not working and to send it in. I sent my frother in and when i got it back it said the the machine worked. I tried to froth my milk and it did NOT froth the milk. I called again and was told it was the whisk. They sent me a new whisk and it still did not work. I called in a third time and was told that it was due to poor maintenance, (I have cleaned it following all the instructions) and the they were willing to give me the same deal, to buy an obscene amount of pods to receive the frother for free. My frother was guaranteed till September. I guess the warranty is not guaranteed. I have been a loyal customer since 2020, and will start looking to another company for my coffee pods. They do not care about customer service! The report said the machine was working when in fact is was not not working! Check picture below, false report! TERRIBLE CUSTOMER SERVICE!”

Nespresso 1 star review on 21st August 2024

Helpful Report

Posted 7 months ago

“I have been a loyal customer for years buying a few machines. Their customer service is horrendous. Ordered coffee 6 days ago when I live in a big city and it comes usually I-2 days. Every day I call it’s wait another day. Now it’s wait till Monday which is 9 days after irdering! I’m not waiting 9 days for a coffee delivery! It says in tracking it was in the area on Monday now it’s Friday clearly there’s a problem but, not 1 customer service rep will help. Won’t send another order out by overnight. Can’t talk talk to a manager for two more days. Can’t get a refund! AND nasty like you wouldn’t believe. I’m done if this is the way you treat your customers.”

Helpful Report

Posted 8 months ago

“Customer for years. Tried to cancel the auto reorder. Best of luck if you need to do the same.. spent ages online and then on the phone. Terrible how difficult nespresso make this to cancel. Frustrating”

Helpful Report

Posted 8 months ago

“Horrible customer service. Tried opening an account for my business. One month later and still no business account. Filled out the online form twice. Per their website, I should have gotten a call back to open my account within 24-48 hours. After calling the customer service line 4 times the only solution they can give me, for the 4th time now in 5 weeks, is to send my request up the chain so the business account representative calls me back. After 2 online requests and 3 time customer service bumping my request up to the right department I called one final time to talk to somebody who can actually open a business account for me. Guess what…customer service doesn’t have a direct line to that department but they can bump my request up to them. I’m betting on never getting a call back and will end up going with a different brand for the office”

Helpful Report

Posted 8 months ago

“Delivery Policy: Up to 2 business days Delivery Time: The order will be delivered by 20:00 on the next business day Actual Delivery: a week, a month, maybe doesn't deliver at all. Customer service: I'll personally track it and handle it so it arrives - didn't. I'll send you capsule sleeves from a nearby boutique store via taxi - didn't. You'll receive compensation - didn't. Excuses. BS. Not even real employees of Nespresso but a bunch of girls working from home for a service call center that Nespresso rents. And so and forth and blah blah blah. After 6 years of having to deal with them for the business I've had enough and told Nespresso our companies are parting ways. We had 3 Vertuo machines and I offered Nespresso to take them back for a fractional refund but they declined. So I've decided to just put them up for 'adoption' on used 2nd-hand for sale bulletin boards. Gonna look for a fresh bean grinder (Breville looked nice) and supplier and never look at Nespresso again. Wish me luck!”

Helpful Report

Posted 8 months ago

“I’ve experienced the worst customer service ever with Nespresso. My machine I received as a gift for Christmas broke. It made wonderful coffee for 3 months. Then one day the coffee smelled burnt and tasted horrible. I tried different pods, no change. I called Nespresso, went thru the 30 min test over the phone and then shipped it back for repair. It was sent back to me with no change. Still burnt charred coffee smell and taste. Called Nespresso again, did the 30 min test again, shipped it back again. Was told I’d get a new machine if it wasn’t repaired the 2nd time. Received the machine back STILL with burnt char tasting coffee. Called Nespresso a 3rd time – they want to do the 30 min test again and send back the machine for repair! I asked how many times do I have to send the machine back for repair for they replace it? They told me there’s no limit. So, BEWARE when you buy a Nespresso machine. If it’s a lemon, they won’t replace it. They’ll just inconvenience you until you give up. At this point, I’m throwing a 8 month old machine away – I’ve spent more time shipping it off than using it. The postage Nespresso is paying for shipping it here and there is the cost of new machine!”

Helpful Report

Posted 8 months ago

“There should be negative star rating option available. Big fat NEGATIVE 5 stars from me. I have been buying pods both from online and in the boutique on Rundle Mall Adelaide for some years. Until my most recent online purchase over a month ago. Split my pods order into 2 smaller almost identical orders to get their discount offers at the time. There was no disclosure from nespresso that only 1 discount would apply. They charged my credit card for both orders. Then proceeded to cancel one - only 1 shows in my purchase history. A few days later the order was delivered. I waited for a few more days assuming the second order would be delivered soon. It of course never came. Rang their customer line up and only then was I told they had cancelled the 2nd order. They never refunded the transaction. Guy on the phone took notes and promised it would be refunded within 24 hours. 3 days later still nothing. Called them again spent half an hour explaining again, this time the girl said give her 3 days and she will make sure it gets processed and she would personally follow up. Another week and a half. NOTHING. By this time I was very fed up. Huge amount of time wasted. Shonky promises. I phoned again, demanded to speak to a manager. After an hour on the phone, told to give them another 3 days. Another week passed!! And nothing. I phoned and warned them I'm going to report them and leave bad reviews. Demanded to speak to another manager. This guy called Jay went on the line, put me on hold while he read their notes. Came back telling me he will follow up with the finance team and call me back within the day. I foolishly agreed. I called at 10 in the morning in the middle of my work day. That was 3 DAYS AGO. Going to file complaints with relevant bodies and drop reviews wherever nespresso has a presence. Extremely fed up with this whole debacle. Shonky company.”

Helpful Report

Posted 8 months ago

“Dealing with Nespresso Canada's customer service is frustrating due to their poor reliability. Their subscription service using PayPal is also unreliable. After the initial payment, they require you to call their customer service number instead of providing an email option, and insist on switching to a credit card for payment. Their subscription cancellation button redirects you to a page with a phone number to call, which adds to the lack of transparency in their business practices.”

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Posted 9 months ago

“DO NOT PURCHASE NOMAD TRAVEL MUG. POOR LID DESIGN. I purchased the large blue Nomad travel mug. After only 2 months, the pop-up lid sticks and regularly stays stuck in the open position. I do not put sugar in my coffee. I wash and rinse the mug and lid thoroughly immediately after every use and soak in hot soapy water overnight as per directions. It is impossible to clean the inside of the lid as it does not come apart and will develop a nasty smell quite rapidly. Poor design. 2 months for a 35$ travel mug is ridiculous.”

Helpful Report

Posted 9 months ago

Nespresso is rated 1.9 based on 333 reviews