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

“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 5 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 5 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 5 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 5 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 5 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 6 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 6 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.”

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Posted 6 months ago

“The taking my machine for 4 times to repair nothing happened I called them to spoke to the manager nothing, very bad costumer service”

Helpful Report

Posted 6 months ago

“Nespresso has a major problem with their Riverside, CA warehouse. It took 3 shipments last month for me to receive my complete order. The first shipment contained a recycle bag and the Vertuo sample box (where's my order?) in a big box. Seriously, where was the QA inspection of this order? One of the customer service reps actually laughed when I questioned what was going on in the warehouse - I told her I wasn't seeing the humor (this presents a huge inconvenience to the customer). Earlier this week, I placed another order and received my shipment yesterday - in a medium sized box that weighed maybe a pound. I knew I didn't receive my order AGAIN. Opening the box, I found 1 sleeve of coffee. Again, I had to take the time to call customer service and request the missing items from my order. How are shipments going out without being inspected for accuracy? I have been a Nespresso customer for several years. I NEVER experienced any problem with my orders when I lived on the east coast and received my orders from NYC. The Riverside, CA warehouse needs help. Our coffee prices will be going up because their shipping costs are increasing due to their inability to accurately fill orders. BIG PROBLEM!”

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Posted 6 months ago

“Their customer service is the absolute worst. Trying to replace a broken machine or even just adjusting an order, painful and often results in multiple calls. It's like they have a script they're not allowed to deviate from. I love nespresso coffee, but dealing with them on any matter is a deterrent.”

Helpful Report

Posted 6 months ago

“everything goes wrong with this company when I place orders. the order disappears off the page when you process the payment. Then you call them to find out if the order went through and they tell you to call back.... then the order gets lost and or it is not even delivered....and they tell you it has been delivered and in fact it has not..... all in all this company is terrible and I personally would not will not ever order from this horrible company. This is for the company I work for. I suggest that you fine tune your way of doing business. The worst I have ever encounter in my 30 years of doing business.”

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Posted 6 months ago

“Very bad customer service, they didn’t solve my problem.”

Helpful Report

Posted 7 months ago

“DEPLORABLE CUSTOMER SERVICE My uncle placed an order for his Nespresso Vertuo machine. He received his order however they were the wrong capsules. He did in fact have an older original machine, but he was very adamant to ensure and confirm that it wasn't for his older machine. He called and CS refused to correct the issue. He was very explicit that he will not continue with Nespresso again. I initially saw this as unfortunate because I coildnt believe that Nespresso would be so hard up to lose a customer over a single order. I called to try and rectify the issue but again, CS was unwavering in correcting the issue and send the correct capsules. I was willing to compromise and have them send him at least 50% of what was originally ordered to bare part of the mistake but I did not even have the opportunity to suggest that because of how steadfast Nespresso CS was. I informed them if they are sure they are willing to lose TWO customers over a single order and even still Nespresso was unwilling. I wish them the very best in their business.”

Helpful Report

Posted 7 months ago

“DO NOT buy any Nespresso machine, ours only lasted about 15 months before it stopped working. We sent the machine back to Nespresso at their behest via DPD who packed it into a pink box and the employee commented on how clean it was (my wife meticulously cleaned the machine after each use ). The machine was returned to use about 10 days later in an appalling and filthy sate and needless to say was still not working properly. The company's explanation for the failure of the machine was that we had not been using it on a daily basis, how ridiculous, imagine if this applied to the purchase of a car.The company are refusing to give us a full, refund or to replace the machine with a new one despite the fact it is supposed to be guaranteed for a period of 3 years, this is clearly not being honoured. This appalling company needs to spend some money on enhancing their products so that they are reliable and endure rather than paying George Clooney and co to promote their unreliable products. We have sought advice from the appropriate authority and it may well be that legal action will b e taken against this company. It's a shame as the coffee although expensive is nice , however unless the machines are working there's no point in purchasing the coffee pods and we cannot understand the the conduct of this company as it is obvious that it will only be a matter of time before this company ceases to exist in view of the many complaints about it on this and other review sites. Also on the last occasion we ordered the coffee pods they arrived with some of them damaged and the pods could have been tampered with putting the customer at risk ( have they never heard the concept of food terrorism). We will be complaining to the foods standard agency about this and in our opinion this company should be made to stop trading until they get their house in order!”

Helpful Report

Posted 7 months ago

“First time ordering Nespresso and the last two customer service agents I’ve had to ask questions have been awful.”

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Posted 8 months ago

“I barely use the machine. For 3 months, the part where u inject the capsule not injecting anymore. Called, under warranty. Then they come 2nd of May to collect the machine. Then 7th or 8th of May they come back. Nothing fix. I don't think they even check. Useless product. My product is the 600+ dollars one with the milk broth”

Helpful Report

Posted 8 months ago

“They shipped a machine to me that was soaking wet and obviously used. I called to replace it and they asked me to submit to a video call so they could examine the machine. There was no way in hell that was happening, so I opted to return the machine for a refund. It took them over twenty-four hours to email a return label. I packed everything up and shipped it back. Three weeks went by without a refund or any communication from the company, so I called them. After looking through my account and placing me on hold, the representative said that she was going to request a refund and that it will take seven days to post to my card. What would've happened if I didn't call? Would they have just kept the money? Weird, shady company. I'd avoid them at all costs.”

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Posted 8 months ago

“The product is good, but god forbid if they mis-ship to you, they put you through intergation for 15 mins, than want to video call with you to show them what you said you received wrong as if they dont believe you. I have been ordering from them for months, never a complaint until this. They tried to text me link to do the video call and it never came through, I finally asked them can I just email you a picture, they said no.”

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Posted 8 months ago

“Got in the email a code for discount for my next order .tried few times .gives me error .tried to chat with 2 persons CS.waisted time .send image of the code you got etcetera ,just kept my online without no response.got tired and give.dont send anymore offers if you guys not honoring them!!or just a scam to allure customers to shop ?.any way ,waisting time for me 1/2 h without no reply .not enough that I have changed 3 machines in 3-4 y .fall apart fast .”

Helpful Report

Posted 8 months ago

Nespresso is rated 1.9 based on 319 reviews