NespressoReviews 226

My daughter bought 4 boxes of seasonal delight from Marker Mall we opened one and didn't like it so we wanted to exchange it but unfortunately we were told that rules has changed from August and no exchange will be allowed even though they are sealed boxes. I was disappointed of this action since we are long time customers and company like this should do more effort informing customers about ew rules. I know my daughter should bought only one box to try it but she assumed that we will like it like other coffee type ot sure what to do with these bo es now

Placed an online order on 1 Dec. Never received it. Sent an email in Dec, no response. Called on 28 Dec to find out where the order is. Customer service said it never left the warehouse and the reason I didn't get it is because I didn't call Nespresso 3-5 days after I didn't receive it. According to the rep, it's my fault I didn't receive my order when it didn't leave their warehouse. After explaining how ridiculous that was and letting her know the call was being recorded on my end as well, she offered me a $20 credit to my account. I closed our conversation with the fact that $20 doesn't do much if the items in my order were Christmas gifts, especially since one item was an Advent calendar and Christmas is over. The rep had very little actual emotional intelligence and did not respond appropriately throughout the conversation. At one point after I was clearly frustrated and asked for a refund, she asked if I wanted to register any Nespresso machines because she could see that my account doesn't have any registered machines. WTF

I placed an order on 6/12 and STILL do not have it. The package has now been lost 4 times I have spoke on live chat and on their customer helpline numerous time but to no avail and having finally spoke with a manager on the 19th, I was assured if I agreed to Collect+ I would be able to get it the next day...back to today and I still don't have my coffee. I have phoned Nespresso yet again ( I have literally spent hours on the phone with them this month) only to be told that the order was not sent until yesterday, so is still at Nespresso...how on earth can this happen? I asked to speak with a manager today and was refused...saying they would TRY and call me back within 12 hours...now I know that in a lot less than 12 hours Nespresso will be closed until next year and no one will be helping me. I am now beyond appalled at the customer service I am ( or am not) receiving. Am at a complete loss as to what to do now...just cannot believe that a company like Nespresso is giving such poor service Wouldn't even give one star unless I had to!

I love my Nespresso machine and the coffee is delicious! However this is my second large order of Nespresso sleeves that arrives without the free new sample pods or free sleeve promised with the order of 8 sleeves or more! Oh! And the recycling bag! When I called they the person on the other line said that he was sorry but could not do anything about it...

Absolutely disgusted!
Put order in but their system wouldn't except date. Rang them up and James the clown CHANGED my order and put it through. He apologised and said he'd fix it before it was sent. He DIDN'T! Then after I received WRONG ORDER, he expected ME TO FIX HIS MISTAKE BEFORE I RECEIVED MY CORRECT ORDER. That was last Friday and STILL NO COFFEE! $312 THEY HAVE OF MINE FOR STUFFED UP ORDER! MONGRELS!

I've been a customer of Nespresso for over a year now, and up until today, my experience has been generally good. However I had placed an order with Nespresso Canada, and they chose FleetOptics Inc to make the delivery. When placing my order with Nespresso, I made sure to indicate this was a business with business hours and not open on the weekend. FleetOptics ignored our open hours and "attempted" to deliver 40 mins after we had closed. Upon reaching out to FleetOptics they said they would retry the delivery within 24-48 hrs, however this discussion occurred on a Friday. And as already mentioned the business was not open on the weekend. We have yet to receive our order from Nespresso via FleetOptics and have zero confidence it will occur. FleetOptics will only make 3 attempts, then they send the shipment back to Nespresso, and to be honest, Nespresso's customer Service Department is no better. The CSR I spoke with had zero interest in trying to help me get my lack of delivery resolved and constantly tried to speak over me. He was rude and eventually just stopped speaking when he decided he didn;t want to help anymore. This is not customer service, this is ineptitude, and disinterest. This is type of CSR attitude is unfortunately all too common these days and totally unacceptable, nothing can be resolved in a timely manner in this way, and it's way too easy for the "CSR's" to avoid an issue and tow the company line. There is zero accountability, and as impossible as it sounds even less ability to think outside the box to resolve anything. So not only is the shipping department incapable of following shipping instructions, they are also rude and incapable of helping their customers. Not awesome!

I bought 2 sleeves of Blend No. 1 ($20 each) and the pods made very watered down and water like coffee. I tried chat. They made me wait 30 minutes without a resolution. I called. They made me wait for 30 minutes before Samoi, the rep, told me she needed to VIDEO me in to make sure the pods were not working appropriately. I explained that I am at work and that my nespresso machine is at home. She told me I had to call back. How is she going to tell that the coffee is dilute via a video? Why couldn't they tell me at the start before they transferred me to their "SPECIALIST" that they needed a video proof that the pods were not working? So, she tells me to call back. So that I can wait another 30 minutes to MAYBE get my $40 back. They are a horrible company with the WORST customer service.

I bought an expensive coffee machine and it completely died weeks after my 1 year warranty. The company would to absolutely nothing to help me even after I spent 2 hours on the phone with their technician trying to fix it? Terrible even when they could see I order a lot of expensive pods directly from them. The tech said sorry you must of bought a lemon! What a rip off BUYER BEWARE!

We called customer service 3 times- first time we got disconnected with no call back even though we gave our number to them at the start of the conversation. The second customer service agent was very rude and we could not hear anything due to all the back ground noise from other agents I suppose helping other customers- 7:30 pm Sunday night. The third agent, although somewhat nice but by no means friendly customer service agent did go through the trouble shooting steps and to no avail our machine was broken- under warranty yeah! But wait...Nespresso only offers you a refurbished machine to replace the new machine you bought! That is not in the warranty anywhere. I would think my machine being under warranty should have been replace with a new machine! I am not sure why they train their customer service agents to be so rude - but if I would have known this I would never have bought a Nespresso! If you buy a Nespresso be prepared for only about 8 months of use!

Email was not explicit about requirement for free sleeve of coffee. Cust rep was argumentative rather then understanding.

Product ordered was not clear on the web site. Order was cancelled with customer service before it was shipped.
Order was shipped anyways.
Customer service agent was very pleasant but spoke very poor English and made it very difficult to communicate.
Nesspresso is clearly all about the money and nothing to do with customer satisfaction.

I ordered coffee capsules online - then had to make four phone calls and wasted almost an hour of my life before my order was finally delivered three weeks later. Nespresso did send me a free sleeve of coffee capsules to tide me over. That was better than nothing, but nowhere near enough to compensate me for all the hassle.

They only do returns on machines, NOT on accessories! I'm now stuck with something I can't use and out $60!

The new app didn't allow me to access my account, so I placed my order online and the full payment was deducted from my card, then the order got rejected for some reason, I tried contacting the help line which took me to a screen to write the issue, after writing the issue the screen wouldn't allow me to submit the issue saying only letters and numbers were allowed in the comment field while only the same were used in addition to some commas and full stops.
I typed in the number by hand as direct calling was not enabled on the website, after reaching the customer service they confirmed receiving the money yet cannot process the order until the refund is received in my account then I can place a new order unless I'm happy to place a new order and pay for it again and trust that my previous payment will be refunded for which I should be able to follow up with my bank! Really?!
Do I need to hire a full time PA to place their orders and get a PHD in network acceptance glitches to use their service?
Get a more reliable service provider from the start, I'm happy to throw or gift their virtue machine if I'll be stuck to dealing with them

Marketing is deceptive. They advertise a $ 30-month plan with free shipping and, when you go to checkout, require you buy a further 2 sleeves to get free shipping. When I called to inquire, customer service was terrible and they would only state to read the terms and conditions (which aren't even displayed under the package).

Have owned 3 Nesspresso maxhines and been 9+ year customer. The coffee is better than a k-cup and pods are efficient and relatively mess free.

The big downside has always been you are locked into buying from Nesspresso for venturo line podes or using a hck.to make your own pods.

My issues came in when I received an in the mail that was damaged in shipment and were not usable. I contacted customer support and their response was just bend the capsules back. They were bent so badly this was not possible nor really an acceptable response. After asking for a manager they offered to send me one sleeve of pods. This was a 10 sleeve order. After more back and forth for over 40 minutes I finally decided to cut the cord with Nesspresso and requested a refund. I had box up the order and take it to a UPS location. The return lable sent the order to a recycle location to be disposed.

Customer service could see my order history and acknowledged I was a 9+ year customer who has never complained yet treated me like I was trying to rip them off for free coffee.

This machine makes reasonable flat whites. Not cafe level but workable- that's when the machine works Our machine is approx 6 years old and has just stopped dead for the 3rd time. It lasted just over 2 years from new and stopped. After semi aggro haggling with Nespresso customer service they agreed to fix it free of charge. It takes 3 goes at them before they rate you a big enough worry to take responsibility for their faulty product. Second time around it was just over a year and it started leaking water from underneath and the electronic messaging was incorrect. This last occasion the indicator told us to descale. When this happens the machine will not make coffee. You have to descale. The descaling seemed to overheat the. Machine and it refused to restart. There was a connection between the 2 events. After 3 calls they sent a no reply email saying that they had exhausted their warranty and goodwill responsibilities despite the machine failing 3 times. Nespresso is a lemon. Nice upmarket stores are a cover up for poorly made expensive products which are not fit for purpose. Never ever buy a Nespresso.

I have never seen such a poorly managed & maintained website! Literally every time I've ordered pods since I purchased the machine in July 2022, I have had issues with the website screwing things up. I started out with Easy Orders, which turned out to be anything but easy, as it was screwed up every single month. I'd have to call in to get it fixed. They would fix it, but just the fact that I had to take the time to do this every month was ridiculous. I finally decided to just cancel the easy orders and order the pods manually each time, but even that is so screwed up! Just went on again today to order more pods, and once I go to 'check out', I get a message that there's a problem. If I didn't like the coffee so much, I'd chuck this thing out the window and go back to brewing my coffee. I've not been able to find a site where I can buy them except through the Nespresso website, so I'm stuck with the really poor service. This is the first time I've actually read the reviews and I can see that there are numerous reviews about the website and poor customer service. I'm shocked that with so many bad reviews, Nespresso hasn't done anything to fix the issues that clearly everyone has!

Would not buy again. The service was terrible I would not buy again. Even leaving a review is difficult.