Ordered machine and coffee on Nov 30,2023. On December 1st I received an email stating my order was on its way. On Dec. 8th it had not left Nespresso. I called and explained that I had to have it no later than the 15th of Dec. As my family Christmas was early morning on the 16th. The lady I spoke to said she would resend the order since the original order had not left the facility and upgrade the shipping so I would have it in time. I explained that if I was not going to receive it by the 15th I needed to cancel my order. I did not receive it on the 15th so I had to spend another $150 at the closest Walmart I could find the evening of the 15th. My package from Nespresso arrived and was available at the post office at 9 a.m. on the 16th. Our Christmas was at 7 a.m. on the 16th so it was to late. As if this wasn't bad enough, they also sent out the replacement order on the 16th, not the 8th when I had called and they did not upgrade the shipping as I was promised. Today is the 21st and the replacement order that I no longer need has still not arrived. I called Nespresso on 8 different occasions until I was able to speak to a manager. I was told by the manager once both machines were returned I could have a refund. They sent me return labels for UPS so they received the machine from the original order in 3 days. They shipped it to me USPS which took 16 days. I still haven't received the 2nd machine so they still have my $152. I had to spend another $150 at Walmart since the machine didn't arrive in time and can't get my money back from Nespresso until they receive the 2nd machine back. Their website states 3 to 5 business days. It took 8 days from the time I placed the order before it ever shipped. The replacement order that was done on the 8th didn't ship until the 16th. But everyone I have spoken to replies they are sorry but because of the holidays they are busy. I will NEVER order from this company again. I am as sorry as they are that I had to call 8 different times, waste my time letting them know my order had not shipped, that they said they would upgrade shipping and they didn't and that they promised me I would have the order no later than the 15th and I didn't and that I had to travel an additional 35 miles to a Walmart that had them in stock. Today is December 21st and Nespresso is still holding on to my $152 because I haven't received the replacement machine that they sent out. I am being punished because Nespresso didn't do their job the first or the second time. Seems the ONLY thing Nespresso cares about it getting their money for orders and then dropping the ball over and over from that point on.

Are you a coffee lover?Or have you found Nespresso as your favorite coffee machine? Either way my experience will help you to choose your next coffee maker more wisely.
My daughter bought a Nespresso Vertuo Next less than a year ago for me as a gift.I bought some accessories and coffee capsules a day after that for around $300, and every two or three months I spent at least $200 on capsules.
Based on my knowledge, such a great brand will definitely have great after sales service too but I was wrong.
One month ago the machine stopped working. We tried to reach the service or warranty centre and you may not believe it but this is one of the weakest customer services I have ever experienced. It took a very long time for us to reach them to actually get a hold of someone and then it was this awful call quality, we tried multiple time with different phones and it was all the same. We were hardly able to understand the agent speaking because of the poor quality of the call.
We went through the instructions with the technician he asked about serial No and where we bought the machine and after spending over 40 minutes on the phone it was finally fixed.
You may not believe it but the same thing happened again last week! And again we had to jump through hoops to get to a technician who kept asking us all the questions about the serial number, where we got the machine from and etc. even though we had a file open with notes with them(as per their agent)
I don't know why they can't pull up information from the serial no and call history this is simplest way to follow up.
Every time we talked with the same person (Marvan).
After cleaning the new machine over 4 times and not having coffee for a few days each time, they decided to send us a box, and asked us to bring it to the post office and send it to them! Yes, send it to them, they do not have the decency of picking it up themselves.

Now when I am writing this, one week has passed and I have not received any package and no news from Nespresso.

If you are a coffee lover like me,and you have to start your day with coffee, you may suffer a lot when you get up each morning thinking of enjoying your coffee but instead you see a machine and very expensive coffee capsule and a big name but all useless.

Who knows, maybe Nespresso pay all their warranty budget to their ambassadors like George Clooney!
How far they can go with this bad service, we will see, but what I know I will never ever buy any product form Nespresso and strongly recommend you don't let any product make you feel bad specifically coffee machine.

Ordered £65 worth of coffee capsules on 28/2/23 for next day delivery. Then got an email about 90 minutes later stating it would be delivered in 2-5 days. Emailed to discuss and phoned them. Was told they were having warehouse problems and it would arrive by 3 days. Nothing arrived so on Saturday 4/3/23 I emailed again as nobody was answering the phones and received automated email saying someone would email me back within 24/48 hours. Today, Tuesday 7/3/23 I called at midday to be told they were having problems with their computer systems so couldn't access my account but to call back after 3pm and they should be up and running. They said to mention a goodwill credit being placed on my account for the problems caused. I called back at 4pm and was told the order would be with me by the 11th March (13 days after it was ordered for next day delivery). I asked about the goodwill credit and was told they couldn't apply it without a managers authorisation. I was then told a manager would call me within 48 hours. I mentioned that I had rung and emailed several times and still awaiting a response from them so had no confidence I would receive a call. The. They said they could add a £10 credit to my account but that would close the matter and no manager would be calling me! I mentioned that she had just told me she couldn't do it without a manager's authorisation so pointed out she was lying to me before. I said I still wanted to speak to a customer service manager regarding the appalling customer service and empty promises. I was told that if I wanted to speak to a manager then they wouldn't credit the £10 goodwill payment! I pointed out that the goodwill payment was not going to solve my complaint about the poor customer service but was told they were my two options. I said I would wait to speak to the manager who I don't believe will actually call as nobody has for the past week despite my emails, phone calls and online form completion. It's made me very frustrated. My local supermarkets do not have these pods in stock for this particular machine so I would have to drive to the nearest Nespresso store which is 30 minutes drive either way and then pay again as Nespresso are refusing to cancel the order and reimburse me. I have no coffee pods left, I had my dog put to sleep yesterday and a currently helping to look after my terminally ill parent. I could do with a decent cup of coffee! I have had to buy a jar of instant coffee as I have been getting caffeine withdrawal migraines for the past few days. I have been lied to by customer services on several occasions regarding this and feel they don't care

Only by Nespresso if you have access to a store that sells the special Nespresso pods. At first I was really happy to have the Nespresso machine in my home. It was like Starbucks when I wanted anytime. It was a big splurge and treat. The coffee however is not very hot. So all my drinks were room temp or cold. It does taste very good and give me energy. But, it's better for iced coffee. The worst part is they expect you to pre order your coffee pods a minimum of two weeks in advance. This has caused me to go without coffee and of course put me in a bad mood. It's hard to be cheerful with my energy dragging all day. I need my coffee in the am and after lunch. My first two orders came within 3-5 days. I guess they thought they had me hooked, it is a bit addictive because it is delicious. But my third order never arrived. Five days after I placed my order, I had to spend an hour figuring out my tracking number and contacting FedEx. The Nespresso app shows order history but no tracking/ order # information. It was not tracking because they hadn't bothered to do anything but print the label. I contacted customer service who made me wait 10 minutes without replying when I asked if they were still there. Finally she said that it was due to the holidays. I said no I don't think so y'all never even packaged it or sent it, y'all only printed the label. You can't blame the shipper if they never even got it. She said it would get packaged soon and would be another week. Then she made a point to say that is within the correct delivery time frame I selected of 10 days. Because, they don't count weekends. I ordered on the 2nd and it might get here by the 13th. These little pods cost 1.45$ each. I just got a notice they are going up in price too. So for me to spend on average 200$ + a month on coffee and it not be sent in a timely manner is upsetting. For the price and luxury of the whole thing I definitely expect a good experience. Nespresso simply doesn't live up to the price. This is a lot of money and feels like a luxury for me, it's more like a privilege. But, that's just it I don't have to have it. In fact I was feeling guilty for spending so darn much already. So they just pushed me into reconsidering using them at all. Right now I am out of coffee. So I have got out my dependable Mr Coffee machine, that makes piping hot coffee. Also bought the good ole affordable Folgers that I can buy at a regular grocery store. For pennies on the dollar compared to Nespresso. I am not sure why I got it in 3-5 days my first two orders. Unless new customers are a priority until the third order, when they are no longer new. It's too hard to get the coffee. Their pods are specially made with a barcode, for this machine and way too expensive for how long it takes to get them. If you are rich and can order a months worth of coffee at a time and order two weeks before you run out this may work for you.
Update, they sent the coffee two days after I cancelled my order. They said they do not accept returns of pods at all. But, that I should still get a refund. I got the pods today. But still have not got a refund.

Neverrrrrrrrrrrrrrrrrrr order directly from their website. I am STILL trying to receive coffee from July 10th after 3 tries. They've either had delays, sent it to the wrong area, and RUDE customer service people, saying I was not allowed to cancel my order. You are better off buying these products from Amazon. Worst experience of my life and I have yet to receive my coffee.

IMPORTANT ANNOUNCEMENT TO ALL VERTUO CUSTOMERS: How many of you customers are aware of Nespresso new secret policy change that they are quietly trying to implement behind everyone's back? Not One Person!. They are now shipping coffee, not in the sleeves that we ALL are USED TO and WANT, but simply dumping the pods bulk in a box for us consumers to deal with on our countertops. Who else is as pissed as I am with unwanted change which obviously was not researched and only done as some internal cost cutting measure! First they changed their shipping policy from FREE 2 Business Day Delivery to almost a week, now this!

I usually get my coffee my mail but when it arrived in bulk and spilled out all over the floor and became an unorganized mess in my kitchen, pantry and countertop I called Customer Service to tell them my product was defective. That person said it was the way these are being delivered and to save on "recycling cost" & the "environment". Are you kidding me, do they think we are STUPID the paper sleeves are already made from recycled paper and it is the metal pod that are a strain on the environment! Could any of you imagine buying a box of tissue and having Kleenex Company tell you sorry we discontinued the box the tissues are in', you now just get the tissues in bulk without the box dispenser, "to help save the planet!' And we decided not to tell you until you purchase our product.

So the Customer Service rep on the phone told me to go to the local Nespresso Boutique and exchange all the bulk packaging boxes with their stock of coffee boxes on the shelves that have sleeves So, I get in my car and drag my $#*! 45 minutes (ONE WAY) up to the store only to find out the store is in transition, so they are only able to change out a few flavors with pods that have sleeves... They told me that they have NO idea why the company made the changes, unannounced, but probably to save some money. They said the Nespresso store has been OVERWHELMED BY THE NEGATIVE RESPONSE to this change Really go figure How many of you reading this are as disappointed as we all are that have received these recent box shipments? Anyone recommend another Coffee Maker?!. NESPRESSO SHAME ON YOU.

Everyone That Thinks This New Packaging Is A BAD IDEA Make Your Voice Heard... TAKE THE FREE POSTAGE PREPAID RECYCLE ENVELOPE (Get the Maximum Number You Can!) AND PUT ROCKS AND STONES IN BAG AND DROP IT AT UPS STORE SO THEY CAN HEAR OUR VOICES AT CORPORATE WHEN THEY GO TO OPEN THE BAG OF ROCKS NESPRESSO PAID TO HAVE RETURNED TO THEM... MAKE YOUR VOICE HEARD!