NespressoReviews 226

I placed an order and was told it would arrive in 1-2 days. It didn't arrive. I called customer service multiple times and was given multiple different dates of delivery. It is now 12 days later and I still have not received my order! The customer service call center is manned by the WORST representatives in the industry! I'm reporting fraud and disputing the charge!

I usually do not write reviews but I bought my machine a year ago and I have to throw it out now. It stopped working after 5 months. The customer service is horrible. The first time I called I was told that I will receive a box to ship back and they will fix it. The lady told that it will take a while. I waited for 2 months and when I call back again. The person who answer the call told me that she cannot verify my information and hung up the phone on me. I called back again and her colleague said she can help me and resend another box for shipping. I waited another month and today I called back. The person told that he will send the box for me again. I cannot do anything but throw a machine. The interesting thing is that I had great service at the store all the time. I had an old machine that I had no issue with before it got old. I had no issue verifying my name or account at the store. I bought the machine at the store and had a great experience until I have to deal with some kind of defective machine. I just want people to be aware of the potential issue.

They lost my delivery, never pick up the phone, there is no email or chat to contact them.
It's a premium product at a premium price with subpar customer service.

I bought my first Nespresso machine directly from the company 6 months ago. It was a Delonghi machine. For the first 6 months I was overjoyed with the coffee and the experience. Then the machine quit working and the fairy tale turned into a Grimm story.

When the machine first broke I contacted customer service where a very nice woman worked with me to troubleshoot the machine. When everything failed, she told me she was shipping me a loaner and a return label to send my machine in for service. Sounded great.

4 days later I still had not heard anything so I chatted with a member of their customer service team who told me the loaner was shipped previously and promised me I would get the tracking number from them within 24 hours. When the full day had passed, I called them again to discover they never shipped out anything because they were out of loaners. The second rep had lied to me. So I shipped the machine to them in my own. Needless to say it's been over three weeks and they haven't even started working on my machine.

So I bought a second machine through Amazon. This time a Breville. It worked for 24 hours and then conked out. I have retuned that back to Amazon. I have over 50 sleeves of coffee from Nespresso and no way to use them.

Their customer service is the worst I have ever experienced in all my years. Avoid Nespresso at all costs.

After waiting 10 days for my order to arrive (which should take 3-5 business days), they asked me to wait 1 more day and call back if my order did not arrive. Mind you, the FedEx tracking provided by Nespresso's website shows the package has not even been received even though Nespresso says it shipped 11/19/21. When I did call the next day, they asked me to wait another day. I told them no, then asked for a refund. The representative stated I would receive an email from Nespresso in 3-5 business days asking for my credit card information. No email confirmation for the refund, which does not sit well with me when they have had well over $100 of mine for almost 2 weeks without ever actually shipping the products. At this point, I feel scammed and fairly pissed off.

I have been a Nespresso member for about 5 years total. The coffee has always been great, but customer service has been sliding, slowly. Culminating in an absolute lack of effort at all.

The purpose of this review, if anyone reads it, is to ensure you know that the once elite standing, that came with owning and using Nespresso has gone, and you are no longer a member of the illustrious Nespresso club, but simply another customer number or dollar amount.
For the sake of this, there are equally good programs, coffees and machines available that are far less expensive. Do yourself the favour and check them out.

Ordered coffee on 17/08/2021 and was told for weeks that the coffee had been dispatched. Spoke to the courier company and they had never picked up my order. Tried for week to get a refund and ended up taking the matter to Fair Trading. Nespresso advised them I would get a refund on 16/09/2021 and it would take 10 business days. Of course no refund. Took the matter to NCAT and hearing was yesterday. No one from Nespresso turned up so NCAT ordered immediate payment. Not expecting to get refund.

The issue that I have experienced was: Surprisingly, my Lattissima one machine broke down for no reason after a few months, and we called the club and told me that we did not have your Lattissima One Black, for replace and we able to send you another Lattissima Touch Silver, again, surprisingly, when we receive after a while, we opened when I opened it.
Surprise!, we saw that the machine was scratched and seemed to be used, so we returned it immediately, and called and request to send the same machine we had, they said you have to wait until the manager calls you, after waiting for about ten days, the manager didn't call us to resolve the issue, and from the beginning, about a month and a half, we do not have the machine and customer service or manager never take care same as dead to customer and respectful.

I had the Nespresso Veturo and Aerocino frother machines for almost 2 years. Love the coffee. My favorites are Fortado, Odacio, Stormio (very bold), and Melozio.

I placed an online order on 12/13/20 for Nespresso coffee pods, credit card was charged immediately, the order showed as "shipped" with a USPS tracking number, on 12/18/20 I started USPS investigation for the package (not received), USPS resolved investigation on 12/23/20, package never sent from Nespresso to USPS system. On 12/23/2020, I called Nespresso customer service, (6 min phone call) phone rep promised package would be delivered that day; on 12/29/20, I called Nespresso customer service, (7 min phone call) phone rep claimed package was mis-sorted and I would get a refund; On 12/31/20, I called Nespresso customer service, (22 min phone call) phone rep claimed no evidence of previous calls from me, lots of excuses about my package, promised refund in 30 days then put me on extended hold (never returned to call). While I was looking at my order history on Nespresso website my order in question disappeared! They deleted my order! I initiated a charge-back with my credit card.

I bought a machine and kindly received a "gift" of 90 CHF. The flyer promises that the gift can be obtained in three easy steps.
The actual experience has been fundamentally different: The web flow didn't work, I called about three times customer service and have been told three times something else. Bottom line is that one has to fill in a form that they say they will send (NB: online not possible), then they will notify you that your "promotion has been accepted" - and if you did not give up on it by then, I am sure they will stipulate some minimum purchase of sorts that makes you pay on top of it.

Bad, really bad customer experience!

I recommend investing in better and more honest marketing as well as stronger UX people.

A bunch of incompetent people that don't have the knowledge of the product that their company is selling and don't know how to process customers orders (all this regarding spare parts for a Nespresso machine). After three different sales people and four days of communication via email and telephonic... finally they get the Pro-Forma Invoice correct, and take my payment (EFT imadiate payment), so as to reflect on their account strait away. Then later on the same day they send me an email saying they don't have the some of the parts I ordered. The options were simple we can give your money back! Really? After four days of communication you get the proforma invoice correct. But now all of a sudden you don't have the parts!
The question here is simple... A company of this size and this reputation... How dose your invoicing system works? As a first time customer this is a nice way to welcome one.
So apperantly the parts are now on back order... 4 to 6 weeks waiting period for a DRIP TRAY!
Maybe it's only here in South Africa!

I was planning to write this review for a while, but keep delaying it hoping that something will change for the better. I was wrong. When I purchased my first machine ( 4 years ago) I was very happy with everything Nespresso was offering, but it quickly started to changed for the worse. Customer service, shipping process - everything! I reportedly didn't received my orders, and Nespresso were kept blaming on UPS, then on USPS, According ti nespresso it was never their fault. My last order was absolutely horrible and I decided finally to write my review. Now, Nespresso blaming their 10 days delivery time on Covid, although I had some orders during Covid ( winter and early spring) which arrived with no delays. Also, I have couple friends who received their orders within normal time frame - 2-3 days. So it has been a week sense I placed my order, the package is not here yet. Not to mentioned the fact that when I was checking shipping tracking, it was clearest says - that package arrived in Maryland, but next time I checked( same day, couple of hours later) the package ended up in DC. It worth to mention that the purchase was originated in New Jersey warehouse, Which is 2 hours drive from my home ( Maryland) when I called customer service and asked why it takes 10 days for order to arrived from NJ to Maryland, the supervisor named Eric couldn't answer my question and again tried to blame on anything from Covid to USPS. Clearly, Nespresso service went rapidly down the hill and I would advise anybody NOT TO COMMIT TO NESPRESSO AND FIND ALTERNATIVE COFEE COMPANY

We bought the Nespresso machine late last year and the motor stopped working a month ago. We rang them and they collected it and took it back for repair to the UK. We have heard nothing back since, despite a number of phone calls to them! If they were a decent outfit, they would replace the machine, without question - they are a wealthy company- worth billions - and, after all, they paid George Clooney $40 million to promote their products! - which are inferior...(SHAME ON YOU GEORGE!). We have never come across warranty issues like before and we would definitely never recommend these machines to anyone now. As George W. Bush once tried but didn't succeed to say: "Fool me once, shame on you, fool me twice, shame on me"