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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Nespresso 1 star review on 27th August 2024

Anonymous

Nespresso 1 star review on 21st August 2024

Nancy Morrow

Nespresso 1 star review on 9th April 2024

Paul N

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“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.”

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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.”

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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.”

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!”

Helpful Report

Posted 8 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 9 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.”

Helpful Report

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.”

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Posted 9 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 9 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!”

Helpful Report

Posted 9 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.”

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Posted 9 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 9 months ago

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

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Posted 10 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 10 months ago

Nespresso is rated 1.9 based on 333 reviews