NespressoReviews 226

This company deserves minus 1 star - but unfortunately sitejabber's ratings don't go that low. Anyway….
Emailed the UK Chief Exec (Guillaume Cherneau) 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.

I'm stuck with one of their machines, so I have to buy coffee from them. We just bought a real espresso machine, and it makes much better coffee, but it's a bit harder to use.

The Nespresso website is a disaster -- in part because it doesn't let people comment or send email to Nespresso, so they never learn what's wrong with it.

Telephoning Nespresso is a nightmare. The clerks mostly have weird accents and they insist on reading long scripts that waste the time of the customer.

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!

Customer service was wonderful; after sending my machine in to be repaired once and still having the same issue, I called again and they made it right by sending me a new machine. A pleasant experience with reasonable people who genuinely seem like they just want to help resolve the issue! I can't complain at all!

Didn't receive my coffee so needed a re-order. Waiting on it now. Needed to make an amendment to the order but they said they couldn't but they'd add it to my next order. They told me to wait 30 minutes for it to show up on my account. I waited over an hour and it never did - and customer service kept insisting it was on my account even though I didn't see it. They can't make simple concessions and these greedy pigs make it so difficult for the customer over small issues. I will very much limit my re-orders and hope others don't buy a machine from them to begin with. The worst of the worst in customer service.

I absolutely hate that I have to have coffee delivered and that I can't buy it from a regular coffee supplier. Pretentious!

I recently a few months now bought a Nesspresso Vertuo Line machine. I absolutely love it! The coffee is superb compared to other brands. My machine works perfectly and heats up so fast. Price was right. I am also loving their espresso and coffee selections. They also offer so many recipes to choose from, I have not been to a Starbucks since i bought the machine.

We ordered a machine that broke on the second cup. Customer service told us a replacement would be with us four days later. We waited in all day but it didn't come. Late in the afternoon we got an e mail saying it would take a few more working days. More fool us for thinking this was a professional company-Do yourself a favour and get another make.

Compre vertuo hace varios años, tengo una en mi oficina y otra en casa. Se me daño la de casa hoy
Nespresso me ofreció una gratis, eso es customers service de calidad Gracias, Gracias.

Today call customers services my machine I already have for several years, they honored me as a customer and gave me one free of charge. Thank you Nespresso.

I bought a machine in November. In March it was giving an error. Trying to call I spent 2 hours on hold and was eventually hung up one twice! I had to wait until the next morning, then spent another hour on hold before getting help. Then they offered 10$ for my trouble… and only after significant pressure did they up that to 40$. I regret buying this machine simply because nespresso is so awful with customer service

Do not order pods or any of their products online. They never show up or show up over 10 days later. What is the point of offering free shipping if spending over a minimum dollar amount and promising delivery within 1-3 days if it's NOT TRUE. I work for a carrier company. And when the shipping status says "label created" it only means Nespresso has created a shipping label on their end so that they can issue the customer a tracking number (if they remember to send you one). But Nespresso claims your order has "shipped". Customer service is trained to give the same generic answers. They're kind but do not actually help. Just make the trip to the boutique. There is only 1 in my state and it's almost an hour away. Fabulous coffee. Terrible shipping and overall satisfaction is a 1.

After purchasing the Nespresso machine i placed an order for the Coffee PODs.
To my surprise no coffee pods never came for 10 days.
Upon contacting customer support chat service (see first image) i was told they do not know when the coffee PODS will be shipped, but acknowledge an issue with the shipping carrier.
They offered to cancel my order and create a new one, which i declined as I did not want to repeat the same experiment and expect a different result.
I asked the customer rep how can I return the machine as its pointless to have a coffee machine without a supply of coffee PODs, to which customer support agreed
and generated a label (See image3).
When i posted my complaint on Twitter with Nespresso handle i was told i cannot return my machine as its more than 30 days. The Nespresso organization clearly does not a good order shipment platform, nor is it proactively monitoring orders that are delayed and it does not care whether
Customers are left holding a machine that cannot produce coffee.

I ordered my coffee and paid for premium delivery to get it on same day but never received it. When I called customer service, even they do not know that when I will get it nor they have the tracking number.
It means Nespresso is fake, making money by all these ways. Scam fraud!

We order every few months and it takes anywhere from 7-14 days to arrive, average about 10. I get that we are used to uber fast delivery services but this is seriously so slow - it's not a big package just a sleeve of coffee. Are there not warehoused in major cities? Considering different system to not deal with out of capsules so often. They are not sold in stores and no we don't want auto delivery as we try different things (not even sure that would help)

I have been a Nespresso EZ delivery since July, 2021. I loved it until Oct, 2021 when they did a computer update. Now every order, which is suppose to be every 2 weeks either is late, doesn't show. I call Cust. Service, hey are very nice, but I get excuse after excuse. No one knows why the orders aren't being delivered. Blamed on shipping company, etc. Since CS is in Jamaica, if you do not call early in am EZ order det is closed. Poor Shipping, Poor Delivery.

We've been through several coffee machines of Nespresso because they do not last more than two years. Bad designs.

But ordering coffee online with being able to recycle their pods has been great though you have to be careful and watch the recurring unchecked boxes when trying to use their offers for free samples.

Order less than 16 coffee boxes or they'll use the excuse that your samples could not fit into their shipment.

I purchased the nespresso vertuo maker a year ago and I love it. I love everything about it except the customer service and the fact you have to rely on nespresso to supply the pods. I have been waiting 10 patient days for my delivery of 220 dollars worth of coffee only to see it has not shipped. What?! I call customer service they ask me to give them 1 more week. 17 days to fulfill my order even though the website claims 4-5 days. This is completely unexceptable.

My nespresso vertuo next machine is defective with a continuous rapid orange blinking light. I previously tried descaling and resetting the device without any success. I called customer service and I experienced two separate agents who were very disrespectful, unprofessional, dismissive, and unhelpful.

My second customer service agent made me dispose of a brand new descaling agent in my water tank stating that in order to reset the device I needed fresh water in the tank. After I did that and the method did not work, I asked whether I can receive a refund on my descaling kit that he made me dump and responded with a "no refund." Shortly afterwards, he just hung up on me. When I tried calling back, I was led directly to voicemail meaning that they recognized my number and hung up on me.

This was absolutely the worst customer service experience I've seen and its shocking that its coming from such a renowned company like nespresso.