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Nespresso Reviews

1.9 Rating 319 Reviews
19 %
of reviewers recommend Nespresso
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
Bad CS experience ever! Wrote on chat and got reply from csr " I hope you are doing great " and disconnected me. Wrote a second time to ask to cancel my order same csr decided to give me advice instead of taking care of my request. I have been advised to buy at boutique. Very nice we don't have boutique in the city. Told him that and guess what! He disconnected me again! With reply thank you for contacting us if you any any other questions call us! What??? It's a joke and not CS. Called y to o the CS centre. Have to admit the lady was very nice and even apologized for the chat, said she will try to help me but guess what! She was supposed to call me and it's never happened. Today I got notification that my order has been shipped. Ridiculous.
Helpful Report
Posted 2 years ago
Emailed the Chief Exec directly to ask him to listen to the 27 minute call I had to get a refund… Needless to say he passed my email on to the Customer Relations Team - after I had specifically asked him to listen to my recorded call. It’s quite evident to me that he views customer service as someone else’s responsibility and not his… Every time I have phoned Nespresso it has been a nightmare - never mind that they seem to think they are a bank - evidenced by the completely over the top security checks. And when you have, eventually, remembered the necessary details the front line staff can’t help you! As for the website and app - it’s style over substance every time - ‘use-ability’ is dreadful. Sorry Nespresso - you’ve had several chances to get things right for me and you have failed, miserably, every time. The Vertuo is going straight on to eBay today - I’ll get some money back and won’t have to pay £400 a year for coffee (!!!!) Amazing that they can afford to hire Mr Clooney for their tv ads but can’t equip their staff or ‘managers’ with email. No, seriously, they can’t email a customer….in 2022! Avoid.
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Posted 2 years ago
Service livraison nul de chez nul à fuir
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Posted 2 years ago
Multiple problems with milk steamer...machine sent in several times...last few times no longer under warranty...did not come back, so did chat and was told it would be replaced as non repairable and please call the machine specialist to pick colour and confirm address. So....called as instructed and was told this would not happen and I would have $100 off a new $1000 machine ....yup....and there is no recourse, no one to email... Not sure why someone authorized it first and then offer was rescinded, and not impressed with the lack of follow up. Will explore other brands and give away my remaining pods.
Helpful Report
Posted 2 years ago
You sent out an email with a $40 promotion. So I replied and ordered about $200 of coffee .. 250 capsules. I did not complete the order. A few hours laterI I received an email reminding me to complete the order. So I clicked ORDER NOW and the system took me somewhere with Vertu coffees. I tried a number of times with the same result. So I went to your on line attendant. As I am typing in my problem the attendant flipped into a customer survey asking about my experience. Then I called the telephone number on your web site and ended up in your business call centre with someone who barely spoke English and had no interest in listening. She finally managed to transfer me to the individual call centre ... but not before asking me a series of questions about how satisfied I was with the service. So I ended up with a different person who could take the order. Clearly there is a serious management issue. No one had done systems testing. The staff training was severe lacking. Based on my experience I would not deal with Nespresso except for the fact that your coffee is quite good. By the way .. I usually order coffee a couple of times a year spending about $500. I have one of your Miele branded coffee machines with the carousel.
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Posted 2 years ago
I have been dealing with Nespresso for around ten years. They always provide excellent coffee, reasonable cost with amazing service, ten out of ten! Ken Spear, Norfolk UK.
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Posted 2 years ago
EasyOrder failed to arrive; no notification.
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Posted 2 years ago
Seems like I’m not the only one. Ordered on March 26, order never arrived. Called, got the runaround and so I cancelled. Never got a refund. Called on April 25, and was told it could take up to a month. Just spoke to a supervisor who said that that wasn’t true. Miraculously, the money appeared in my account. Horrible customer service! I’m done!
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Posted 2 years ago
BEWARE N’Espresso. I would have never bought this machine had I known how awful customer service was in trying to track down my order that is ‘in progress’ for shipping’. Lousy customer service. The Customer Service ‘Manager’ would not even give me the name of the N’Espresso Canada CEO, told me to Google it myself, she was too busy. Another business that is doomed t fail by its own Customer Service!
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Posted 2 years ago
Have to say they are amazing reported problem with 8 month old machine replaced with new machine within days Staff are curtious and understanding Highly recommend them
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Posted 2 years ago
Nespresso insists on shipping with FedEx. FedEx drops out deliveries anywhere they please and the elements take their toll. Nespresso takes no interest in our dilemma. There is no way to tell Nespresso that our delivery has not arrived and, contrary to their only solution, no way to complain to FedEx that would result in a solution.
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Posted 2 years ago
This is a review for their customer service and if I could, I would give them 0 stars. I ordered coffee for a business, and we have concierge 24 hours. You are not notified when your order arrives, or what the status of the order is, you need to track it. Which I did, only to find out that my order was returned. I called Nespresso and they said that it was refused by the concierge, which is not true. I asked by which concierge, they had no idea. The money gets refunded in more than half a month. I asked their customer service to place the order again and he refused to help me out, he said that I have to go to their website to order all over again. He was unsympathetic on the phone and had cookie cutter responses - I felt I was talking to a wall. Very bad customer service, I regret having a Nespresso machine.
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Posted 2 years ago
Absolute worst customer service. Don't use these machines - absolute garbage from top to bottom.
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Posted 2 years ago
There is nothing wrong with my machine. It works as advertised, very well. Further, I have found the company's customer service doing their best to be helpful and respectful. But based upon the fact that I was a part owner of a coffee shop in Oregon, I have some experience with espressos, single origin and blended coffees. My issues are these: 1.) There is very little distinction in flavor between Nespresso's espresso pods. The same is true with their coffee pods. 2.) Every single pod consistently spews out foam. For some drinks, foam is appropriate. For an Americano? No. For a basic cup of coffee? Blech!
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Posted 2 years ago
Got a Nespresso coffee machine as a gift for Christmas. Within 3 months the machine had broken down, I had used the machine approximately 10 times. After numerous attempts to get help through Nespresso and after having to spend extra money on 'extras' to 'fix' the problem they took the machine away to be repaired. When the machine was returned to me it wasn't my coffee machine, but someone else's damaged machine! Each time I phoned to complain I was told their system was 'down' and they couldn't help me. Interestingly enough, when I needed to purchase coffee pods or descaler their system worked perfectly! Do yourself a favour and avoid Nespresso, the only thing they excel at is systems abuse!
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Posted 2 years ago
I have a machine that has a fault, outside guaranty. I was initially willing to pay for repair. Here in Norway it is nearly impossible to get help. I just wanted to know were I could repair. Business help: they answer, but are not willing to help. They cannot answer where I should go and repair. They route me to a phone number. Private help. They send you an no reply email, offering no help, no information unless the same phone number as business did. Phone number: when calling nobody is answering. Nespresso, Con Gratulation, you offer a rock buttom bad service.
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Posted 2 years ago
Customer service is misleading and deceitful just to cause delays and not help. I had a similar experience to others. I ended up disputing the charge and my credit card issued me a refund. My order was taking a long time to ship. When I called to ask why I was told it was out of stock so I cancelled my order. I was told I would receive a refund in 7-10 business days. My order shipped anyways, despite multiple calls to customer service. Once it arrived I was told I would be sent a shipping label to send it back, and then once Nespresso received it, they would then issue me a refund. Nespresso never emailed me a label and every time I contacted customer service they kept extending the time it would take for UPS to send me the label from 24 to 48 to 72 hours. I called UPS to see how long it takes for them to email a label and was told that it is generated immediately and sent as soon as the address is confirmed and the bill is paid. After waiting 6 days I told Nespresso I was disputing the charge. I received a shipping label as soon as the charge was reversed.
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Posted 2 years ago
I have been a loyal customer with Nespresso since 2018, spending approximately $150+ a month on their coffee. Today, I called customer service and asked to speak to a manager. I received the following reply from a customer service agent "what is your problem". I put in an escalated request for a manager to call me the same day advising that I would close my account if no one calls me back, I never received a reply. When I called back asking for the monies remaining on my account to be put back on my credit card, as I was very disappointed in the treatment I received from their customer service, there was no interest in retaining me as a customer and a refund was issued back on the credit card without even "I'm sorry you had such bad experience with us today. Is there anything I may help you with?" Very disappointed in the way I was treated.
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Posted 2 years ago
Got a nespresso in December for Xmas. By February frother not working. After tedius hour on phone with nespresso, said certain part not under warranty and I would have to get a new part. It would be at my cost + shipping! After receiving new part found out it was not the problem and this time machine just got worse, and i ended up burning my finger as it overheated! Called back up and I was aphauled at reps attitude towards me! Proceeded to tell me that I would now have to send frother back to get refurbished but have to run more tests at home! Told him I want it replaced! I burnt my finger, it doesnt work! He had no response and said i would have to send frother back to them. Ridiculous you make a customer pay for a part when you don't even know what problem is!! Then when i call back again i still get no resolution. NESPRESSO would not deal with customer issues! So rude! Said had a problem with my postal code and would have to figure out first before i could send back. As with previous agent, he too tried to sell me pods while trying to figure out my problem with machine! What the hell! TERRIBLE TERRIBLE TERRIBLE customer service and they DONT STAND behind their products! CUSTOMERS are not their priority, SELLING is their #1 priority. Absolutely HORTIBLE experience on my first machine!
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Posted 2 years ago
The first thing I think about when I wake up in the morning…. I’m obsessed!! Goodbye Starbucks!! Best cup of coffee! I just purchased one for my daughter who absolutely loves hers too! Can you open a Nespresso coffee shop please, right next to Starbucks!!! I’ll be your first employee!! Can’t live without this machine!! This coffee will eventually be the new number #1 in the country!! ❤️ Bonnie Yingling Cranberry twp. Pa
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Posted 2 years ago
Nespresso is rated 1.9 based on 319 reviews