Nespresso

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!

To all good coffee drinkers Do not buy the Special WELCOME OFFER - 120 VERTUOLINE CAPSULES You will not get what is shown on there website. They will send you capsules that do not all go whit the Tray. And wont do nothing about it. I'm disappointed for false advertisement;-( No hazelnut no vanilla no intenso They actually will send you 2 pqs of same kind to avoid sending you Hazelnuts and vanilla So wrong... for the intenso, they just send a different kind not related to the tray. Now i am forced to buy extra. Service say: To Bad We send only the popular ones BS Her Name (Elena)

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.

Placed an order on April 24th, 2023, I have placed many orders before that date, didn't receive so I thought I would check on order, it was still in the processing stage. I contacted Nespresso they took an hour out of my life that I won't ever get back, I'm at work and I can't take calls because they are trying to figure out why. They never shipped because of two promotional cups they were sending were not available, honestly I couldn't care a less, at 45 min in I said I can't wait on hold any longer I have a job to do. They said 3 more minutes that turned into 15 min over payment, they kept asking what card I had on file, I said I don't remember but here use this one. They argued with me over what card I have on file, I said just tell me the card and I will give you details. I don't understand why it should take an hour to order coffee, I could have had surgery for that length of time. Also they said I would get in two days, just check they sent it regular mail, will receive this Friday or Monday. Note I spend about $400.00 for every two months.

I have been a customer since 2019. I have now had two replace my nespresso machine two times. The first replacement was fine. They gave me a refurbished machine as long as I purchased 170 capsules. This machine too broke down after a year and a half. After an hour on the phone with the tech, including a descaling, they concluded that the machine was broken, and offered a small rebate on the purchase of a new machine. The rebate offered was for a machine purchased directly from nespresso. The price with the rebate was the same as the price I would pay not buying from Nespresso, so they really went giving me any benefit. I proceeded to order from Nespresso. I asked if they could they could add the descaling solution since I had to use my last packet for the service call. The website offered free capsules with the purchase of a nespresso machine, but was told I could not receive this promo. Unfortunately I have just puchased 300 capsules, so am stuck with buying another machine, but it is unlikely that I will replace this when this machine gives out.

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.

I bought my wife a Nespresso for mother's day 2018. She loves specialty coffees, so I thought I would do something really nice and get her the Nespresso along with the milk frother. 8 months after we received the Nespresso, the machine started to leak we contacted the company and they sent us a box so that we could ship it out and get it repaired. This took approximately 3 weeks. They sent us a replacement Nespresso machine because they said the other machine could not be fixed. The machine they sent us back was, aesthetically not as nice as the one that I had purchased. But, if it works then that's okay. Three months after we got the replacement machine it started to leak. We contacted the company and the company basically said they couldn't do anything for us. They had already fixed the original machine and that was all they were going to do. Think about it, the coffees themselves are expensive. I will never use Nespresso again and I will recommend everyone that I know not to purchase a Nespresso

I received a broken machine. It took a 45 min video chat doing stupid test to finally prove to them it was broken and leaking. I received a box to send it back in with NO SHIPPING LABEL. I call and they say it takes 48 HOURS to email a label. They finally receive my machine and it is unfixable and say a new one will be sent. A week later I call because I have received no shipping notice of new machine. Apparently I "missed the call" and the machine has not been sent, in fact now ITS OUT OF STOCK. Now I have to call back in 2 WEEKS AND HOPE ITS BACK IN STOCK.

Where do I begin? Returning capsules reminds me of returning contraband to the privately owned Putin's warehouse. No return information online, you dial customer service number and get an advice to donate capsules to someone whose machine hasn't broken. Customer service Ghandi spelled it out to me thinking it is a language barrier - do-na-te. Since obviously $100 worth of extravaganza coffee will energize the needy with the appropriate $250 coffeemaker. Then you pay for your return and wait a month (!) for it because it takes forever to reach warehouse in New Jersey.
The return address is also something kept in secret because God forbid coffee drinkers will have it freely available on their website. Coffee missionaries will flood New Jersey coffee Mecca aka Nespresso warehouse. Customer service representative hastily dictates to you from what it sounds like a bulletproof chamber and almost have a stroke when you try to repeat it back " Yes, like I said, just like I said, Randolph's Avenue in Avenel" as if that address doesn't sound like one demographic lie.
Also if your sorry coffee-deprived hands opened "the sleeve", tried one capsule, found it tasting like poison, well, donate, like she said, to the enemy (my suggestion) since it is disqualified for return.
Never in my life did I wish I could just stomach Folger's drip coffee and called it a day. But last time I drank Folger's Britney was drinking Pepsi and hugging pythons. Alas.

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.

Bought a Nespresso coffee machine for my son's birthday. Costco had a promo on one of their models (Vertuo). The promo included a $40 Nespresso store credit. I spend an entire morning trying to redeem the $40 on the Nespresso website. I had to call several customer support several times. Depending on who I was speaking with, some would say the promo was for a different model (even though on the Nespresso website advertised the promo for the exact model we purchased). The agent wasn't even aware of their own promos and therefore could not get any support from them. Another agent would tell me to upload a copy of my receipt. The problem with that is the purchase was made online on the Costo site. My receipt is an email. It is impossible to capture the entire email in one single image.
Each time I would upload the image it was refused because of details missing. Finally I gave up and called Costco. They were aware of this situation and mentioned many customers where having issues to redeem the $40 by Nespresso. I was finally able to workout something with Costco. Patience has its limit. At the price customers pay for their machines, you would think you would get a better support... NOT!. Staff needs big time training. If you don't have patience then stay away from this product. Its simply not worth the headache. The coffee is great but customer service is a big fat zero! Wish I could enter a 0 star for their rating.

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

Faulty machines with the worst customer service as well as their failed warranty. I don't recommend anyone buying such a poor product.

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

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'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 am writing because I am so surprised by the customer service situaton I just experienced. I was online at nepresso.com 3 weeks ago getting ready to order the delicious coffee and noticed that several people complained about singed spots inside of the foamer. Mine has been doing that for quite some time. The company had responded to these remarks telling people to call customer service because they could help. I did so today and was rudely told that they would give me a discount on a new one. When I explained that the price they were telling me I needed to pay, was the same price I paid for my current foamer that singes because it was a package price when I bought the coffee maker the customer service person told me it was off of warranty. I needed to purchase a new one. When I told him that I had no idea there was anything that could be done until I saw something posted on their website that actually tells people to phone he was actually rude and mocking. I am very insulted and angry and feel the company just posted that on their website so people would think they were doing something nice for a defective product when they actually aren't doing anything at all but telling people to buy a new one but for most people who buy the foamer with the coffee maker you are actually paying full price again for the foamer (even with their discount).