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

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

“Terrible experience. Have been loyal, regular customer with subscription and they just lost me! Disgraceful”

Helpful Report

Posted 1 month ago

“Worst customer service ever. Bait and switch on their promos, and totally unethical and dishonest”

Helpful Report

Posted 1 month ago

“The shipping service is brutal. Nespresso is extremely expensive and there is an issue almost every time I place an order. This time the didn't pick up the bags of used capsules and when I called in they say nothing can be done. They said to keep them for the next order.”

Helpful Report

Posted 1 month ago

“I recently ordered a Nespresso Citi Z machine from the Westfield branch, despite hearing several negative reviews about their product quality and longevity. After waiting nearly two weeks, I finally received my order, only to find out it was the completely wrong product. Ironically, the machine I received was of a higher specification, and I could have easily kept it. However, in the spirit of honesty, I contacted Nespresso customer service to inform them of the mix-up. While they apologized and offered a small goodwill gesture for the inconvenience, I ultimately lost my patience and decided to cancel my order. It's clear to me that this company lacks a fundamental understanding of customer service; they seem willing to lose a £400/year subscription and £200 for the machine rather than properly address the issue with a simple £25 goodwill gesture, which would have likely kept me as a customer. In a way, I'm grateful for this early bad experience with Nespresso. It has saved me from potential headaches down the line, and now I can confidently choose a more reputable brand. Overall, I would not recommend Nespresso based on my experience. One thing I will say is the customer service representative was polite and only going off the orders from management. I feel sorry for her!”

Helpful Report

Posted 1 month ago

“This has been the most frustrating experience I've ever had with the Nespresso customer service. Took them 3weeks +++ to have an answer about the status of my machine being service. Called them 4x for the status. Customer service keep saying they will email or contact me a status never got it. If I can give 0 star I would. This in not the first frustrating experience I had . This why this time I am posting how terrible/frustrating Nespresso customer service is.”

Helpful Report

Posted 1 month ago

“Had 3rd email today stating a delay of another 48 hours. Hard to believe or rely on as it is as I say the third email. Phoned to complain and call ended up being hung up. Coffee specialist seemed unsure how to raise complaint and wasn't able to put me through to anyone. The order was placed on the 24/02/2025. Today was the second time I had phoned. Service is unacceptable. Emails state "doing is everything". I can only assume that means nothing is doing and therefore this is "nothing" - exemplary way to treat customers. Do better! Be better!”

Helpful Report

Posted 1 month ago

“Sent frother for repair…it came back WORSE!!!!!!!!!”

Helpful Report

Posted 2 months ago

“Worst customer service ever. They send me a damaged/already returned vertuo, can't bring it in a shop for exchange or refund. Have to send it back by Purolator. What a waste of time.”

Helpful Report

Posted 2 months ago

“Wow! I am amazed that I spent over $200 purchasing a machine and then about 50-75 dollars per month on coffee for this experience. These pods are not interchangeable and you must commit to buying their coffee. You would think that after purchasing so many pods, you earn points toward a new machine. Well no you do not. My machine broke right after my warrantee ended and of course, all they offered me was to spend more money on a new machine. So I did and now a year later, it is broken again!!! It is leaking all over the place and making a mess on my counter. I am no longer purchasing this machine to be obligated to funnel cash to their company with pods. I have had a Walmart coffee pot that I purchased over 20 years ago for less than $20 and it still works. Shame on you Nespresso for over charging on an unreliable product.”

Helpful Report

Posted 2 months ago

“Incredibly difficult to get warranty on a defective product. They’ll make you go through multiple hour long video troubleshooting sessions to absolutely confirm it’s not you being a dum dum and definitely them. May also involve going to the grocery store to get their specific brand of milk in between said long sessions.”

Helpful Report

Posted 3 months ago

“FYI! Nespresso commitment is zero about orders delivery, they do not follow their delivery options, Also, they have set expedited same day delivery for orders above$125.00 which never showed up at their check out screen. please be on lookout for this!”

Helpful Report

Posted 3 months ago

“If I could give Nespresso less than one star, I would. This has been the most frustrating experience I've ever had with both a product and customer service. I purchased a Nespresso Vertuo machine in August 2022, hoping for an upgrade from my old Original Nespresso machine, which had worked flawlessly. What a mistake. Within six months, the Vertuo broke down, and that’s when the nightmare began. First, I had to send the machine for repair, during which I was given a replacement. When my original machine was returned, it worked briefly but soon stopped brewing again. After spending an hour on the phone with customer service (and having to record videos to prove the issue), they agreed to send me a "pre-loved" replacement. This replacement arrived faulty, reeking of a horrible smell. Back on the phone for another hour, I requested a proper solution. Another "pre-loved" machine was sent, which inevitably failed again. This cycle of broken machines and frustratingly long customer service calls repeated multiple times. The most infuriating part? Nespresso refused to replace the Vertuo with a more reliable Original machine or offer a refund because I didn’t purchase the machine directly from their store, even though they acknowledged the warranty was valid. I have 8 months or so warranty left. To add insult to injury, they wouldn’t refund my unused Vertuo capsules and refused to escalate my complaint or connect me with a manager. I’m still waiting for the complaint email they promised to send. Now, I’m stuck with a broken machine and several packs of useless Vertuo capsules. Nespresso's solution? Another "pre-loved" machine that will likely break in a few months based on my experience. This is not the level of service you expect from a supposedly premium brand. Their machines are unreliable, and their customer service is abysmal. I will never buy another Nespresso product or recommend them to anyone. Save yourself the headache and avoid Nespresso altogether. DO NOT BUY”

Helpful Report

Posted 4 months ago

“Dealing with Nespresso’s customer service for a refund has been an absolute nightmare. I’ve been waiting for weeks with no clear answers, and every time I contact them, I get stuck in a cycle of vague responses and unfulfilled promises. They’ve made it impossible to get a straightforward solution, and I’m constantly having to chase them for updates. It feels like they just don’t care, and I’m left frustrated and out of pocket. It’s honestly one of the worst customer service experiences I’ve ever had.”

Helpful Report

Posted 4 months ago

“I am extremely disappointed with my recent experience with Nespresso. I ordered a Vertuo Next Premium Black Rose Gold & Aeroccino Bundle from their website, and it has been nothing short of frustrating since the moment the order arrived. he machine arrived in a damaged box, which looked like it had been previously returned. The milk frother was missing from the initial shipment, and when it was finally delivered the next day, it arrived with a broken lid. I immediately called customer service to report the missing frother and damaged packaging, only to be placed on hold for a long time. After 30 minutes, the representative told me they couldn’t help and suggested I call back. When I called again about the broken frother, I was given no clear solution and had to deal with even more delays and unhelpful responses. Most recently, when I called to report the machine wasn't working and the frother lid was still broken, I spoke to a representative named Wassil. She was extremely laid-back, and I had to repeat myself multiple times. I had to ask if she was still on the line every couple of minutes because she was so unengaged. When I requested to return the items, she first told me that I’d have to pay for return shipping. After some arguing, she finally agreed that Nespresso should cover the return shipping costs, but after being put on hold twice, I was told an email with the return label would be sent. It’s been over a day now, and I have yet to receive it. This has been one of the worst customer service experiences I’ve had. The products were damaged upon arrival, the customer service was unresponsive, and I’m still waiting for a return label that was promised to me. I am extremely dissatisfied with both the products and the service and would not recommend purchasing from Nespresso based on my experience.”

Helpful Report

Posted 4 months ago

“This is the very first time I have ever taken the time to write a bad review for any company but I couldn't resist warning potential buyers who are considering Nespresso brand. My Nespresso Virtuo lasted about 50 cups of coffee then suddenly stopped powering up. I figured I must have got unlucky and the company would simply replace it....wrong!! They wanted me to ship it in for repair which meant I would have to go wirhout a coffee maker for 2 to 3 weeks while they worked repaired it. When I expressed my concerns and asked to speak to a supervisor I was put on hold for 20 min before the same rep came back on the line telling me the supervisor would make a ONE TIME exception by sending me a refurbished loner machine to use while mine was being fixed. Giving the impression that they were doing me a big favour. Bottom line, I only paid $140 for the machine..lesson learned you get what you pay for. I should have read all the poor reliability and customer service issues previously reported by other customers! I'm definiey switching brands, my old kuerig at the cabin has been running solid for over 10 years!!”

Helpful Report

Posted 4 months ago

“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.”

Helpful Report

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

Nespresso is rated 1.9 based on 333 reviews