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

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“Six week old machine broke down As more than a month old I had to accept a repair that would take 2-3 weeks or a “pre loved” machine. I’m sure a good company would have replaced with new”

Helpful Report

Posted 1 year ago

“£17 a month pod subscription I paused it for 3 months then they suddenly take £68 without permission. DO NOT SIGN UP!”

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Posted 1 year ago

“I subscribed for $99 a month with the right to cancel it at any time (BTW the subscription works like this - first the money, then the goods - that is, the company does not lose anything). Decided to cancel subscription a few months ago. It did not work on their website, and calls were not answered within 40 minutes. Then I just canceled PayPal payments (keep in mind that I haven't had any unpaid items or other debts). Now they have blocked my account and require me to pay for 2 months of a subscription, for which I did not receive anything from them. Where is the logic here? They just lost a client.”

Helpful Report

Posted 1 year ago

“Overrated machine and expensive pods. The ONLY way to buy pods is through Nespresso or via Amazon with limited choices. No local source is available. And they have carrier delivery problems now. I am going back to the kcup machine. MAYBE in 2030 when the verturo patent expires and they have humility I will try again…but more than likely they will be replaced.”

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Posted 1 year ago

“Delivery service is so bad, been waiting over 10 days. Need to find another provider”

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Posted 1 year ago

“One of the worst companies to deal with. I purchased a machine from them the sne900, after three months the machine stopped working. Every time I call for a repair the machine comes back to me even more damaged and the original issue hasn’t been fixed. You call them and someone fakes sympathy and says someone will call, and of course no one ever does. You can’t talk to a manager cause it’s their policy, how convenient. Honestly will never ever use this company. Right now my firm is sending a legal letter to them for the damage. luckily I took photos before they picked it up 3 times. I suggest everyone does the same because they can be very dishonest.”

Helpful Report

Posted 1 year ago

“Bought a Coffee Machine which stated it came with a free Aeroccino. Aeroccino didn't arrive, spoke to customer services who told me they just hadn't updated the promotion and it was no longer valid so I couldn't get part of the set up I have bought. So far no-one has tried to help, very poor customer service and aftersales care for what should be a premium company.”

Helpful Report

Posted 1 year ago

“Nespresso’s customer service has worsened over the last 3 years. Significantly. I was promised a same day delivery on the 15th of the month. By the 17th of the month I was still waiting for my confirmation email. I called Nespresso and the rep couldn’t understand the issue. She’s overseas and thought I was still in a 24 hour window. I said no, and I do not even have a confirmation email. That went nowhere with her too. I called a second time, and had a bad connection. I called a 3rd time and the guy new I had an issue and realized the Scottsdale store never sent. He helped. The Scottsdale store is inside a mall. Ni went there one day during business hours to get my coffee. They posted a notebook paper on the door and said sorry had to close early. That’s not allowed at malls. Must have them same hours as all stores, but they didn’t care. Saving money for a real espresso machine.”

Helpful Report

Posted 1 year ago

“I do like the tasted of Nespresso Vertuo. I had the NEXT machine. The downside is the cost. At $1+ per coffee I am back near Starbucks coffee shop prices at 2 cups per day. The problem is competition. Until the patent runs out there will be nothing but Nespresso and Starbucks-licensed capsules. It's a shame. I bought another machine for my RV, a Keurig with Multi-stream. It is so much better than the regular Keurig. That's my go to until Nespresso makes other decisions or the patent runs out.”

Helpful Report

Posted 1 year ago

“Placed an order on May 31, 2023 and that order was never received. Called Nespresso and they replaced the order in June 8, 2023. Today’s date is June 21 and and order still not delivered. Order was not invoiced whatever that means. Customer service was short and I placed the order again (3rd time). Love this coffee but will find an alternative.”

Helpful Report

Posted 1 year ago

“The changed their shipping to something called Lasership a while back. Terrible service. Love the Nespresso coffee and the machine, but the delivery "service" is wretched. I'm giving up on Nespresso because I'm tired of dealing with delivery issues. Damaged product, late deliveries, packages left in the driveway in the rain. In the latest delivery problem (not received), I've tried contacting Lasership by text, email, and live chat to no avail. Finally, I contacted Nespresso and cancelled my order--the Nespresso agent was very nice and helpful. Lasership, not so much.”

Helpful Report

Posted 1 year ago

“Absolutely appalling service. I have the Nespresso Subscription and pay £45 per month. The machine is included in the subscription. However the water tank is leaking rendering it unusable. Nespresso have sent two wrong parts out so far (the lid rather than the tank). I am therefore paying the subscription without the use of the machine. No offer of compensation. No offer of a loan machine. Extremely unhappy”

Helpful Report

Posted 1 year ago

“Worse customer service, worse website to order, worse NOT on time delivery. I have been trying to order online since yesterday, non stop error. Also my third time to order and it NEVER gives me an option to select my "free" sample. I have tried two different PCs and phone device and I call and they cant help me! I always select the 1-3 business days to deliver to my local UPS and I NEVER get it within that timeframe. Seriously ever since COVID they HAVE gone way downhill. I have been a customer for at least 5 yrs!”

Helpful Report

Posted 1 year ago

“Broken machine after 12 months. Promised courier would pick it up on 2 occasions never happened. Call centre useless. Can’t help and just want to reschedule. Now left with broken machine. Nespresso call centre can’t escalate complaints. Looks like need to find a reputable company to supply coffee going forward”

Helpful Report

Posted 1 year ago

“Got my order 3day in advance. Loved the free 3 gifts also. Great coffee great service.”

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Posted 1 year ago

“What has happened to Nespresso delivery service. We used to receive our order on next day delivery. Now it is very unreliable and we are often left without coffee pods. The recycling is hit and miss as well”

Helpful Report

Posted 1 year ago

“I love my Nespresso but don’t order your machine directly from Nespresso. I did and paid $199. A friend bought hers at a different store and paid $125 and it included the frother. I’m mildly irritated.”

Helpful Report

Posted 1 year ago

“You have replaced the vertuo chocolate fudge which was my absolute favourite with a new rich chocolate which isn't tasty at all as far as a nice smooth chocolate flavour/aroma. this new one taste like coconut, like many other of the flavours. I am not sure what ingredient you replaced or added, but it is nasty. PLEASE bring the old flavour/recipe back Mornings are just not the same. I do like the convenient ordering on line. Thanks.”

Helpful Report

Posted 1 year ago

“My previous espresso machine broke and I was ordered a replacement directly from Nespresso because they had attractive pricing and a well presented website. After a quick and simple payment journey, that is where my ability to give positive feedback ends because the "in life" experience is far more flawed then it had been up to that point. I used the chat feature on the website to better understand when my order would be dispatched and how I would receive details on how to track the delivery. The lead times quoted by advisers were inconsistent and when asking what was happening with the order was given a standard "our delivery timeline is X days" response rather than any information pertaining to my order specifically. After two days of chasing, I asked if I could cancel the order which they said they would attempt to assist on but any refunds would take up to 14 days despite them still having the product as it never left their care. From a customer journey perspective, I can get much better order tracking from a £20 pizza than I can when ordering one of their coffee machines and a number of pod sleeves. For a company present themselves as having a premium product, which they do, their customer experience is amongst the worst I have ever experienced. If I had to rely on their online retail alone and not use their in store services, I would cancel this order now and use an alternative provider in a second”

Helpful Report

Posted 1 year ago

“Totally useless website and account information. Consistently down or not able to change orders.. wtf has happened ?”

Helpful Report

Posted 1 year ago

Nespresso is rated 1.9 based on 333 reviews