Nespresso

I wish there was a 0 rating for Nespresso's customer service as it is the absolute worst. First my order did not arrive. I tracked it and noticed that it was never shipped to me and returned to sender. No one contacted me and no refund was provided. I advised Nespresso of this and my order was shipped however the gifts that were to be added by ordering 120 capsules were never enclosed in the new order. See attached order details indicating the gifts that were to be included. So sad. Really bad service. I think I'm going to get a machine from another vendor...

I have 2 Nespresso machines (we travel). Love the different coffee flavours. The milk frother of my newest one started burning the milk after only 4 months. Older one still works fine. When I contacted them they put me through to "service". After 48 minutes trying to understand someone who could hardly speak English he told me I had to put ice cubes in the frother after each use to cool it down? The older frother works fine! WTF! 2 machines ($500.00) and over $1000 a year on pods and this is their answer. Not "I'm sorry, it must be defective so we will ship you a new one". Definitely changing to a new coffee maker. This company sucks!

I got turned on to the world of Nespresso by a friend. Nespresso machines are a gift from some higher power; the coffee is literally what gets me up in the morning. The little capsule getting punched in the machine is a sound like music to my ears. The capsules range from $0.50 to $0.62 for the premium blends (which aren't necessary really). I calculated that to be about $31 for the month if I have 2 cups a day - compared to the $5 a day I might spend at Starbucks, it's well worth it. You can only get Nespresso capsules through the website, but it's super easy. You can get as many capsules as you want delivered for $6, and if you split the cost of shipping with a friend or two, that's nothing. They arrive, without delay, within 2 days of ordering. Seriously amazing stuff.

http://www.nespresso.com/#/us/en

I ordered a refill a week before Christmas. My order never delivered. I figured because the holidays are crazy. I called and they sent me a new order right away. I wish I knew who I talked to this morning. It's was at 9:35AM if that helps! I coughed on the phone and she was genuinely concerned for me. She literally made my day.

Not to mention, I worked at Starbucks for 8 years. Nespresso is better. I've saved so much money. Making coffee isn't something I get paid to do anymore, but it's become part of my morning routine and I love it. So happy with with Nespresso coffee and their service.

I've had my machine a little over a year (yes out of the year warranty) however they do nothing to try and guarantee a happy customer experience. Basically I can pay $125 to have the machine repaired Vertuo line. Or I get 35% off a new one, which isn't a bargain seeing as I can go to Bed Bath and Beyond right now and get the same one for $100 because it's on sale. I've spoken to the reps 3 times today on the phone and have gotten no where. They truly do not care about the customer just about how much money they can get. A company like Keurig stands behind their product *******% and delivers exceptional customer service. Yet this "high end" brand doesn't stand behind anything. With that said I have been on hold for 20 mins not waiting to speak to a supervisor.

I subscribed for $99 a month with the right to cancel it at any time (BTW the subscription works like this - first the money, then the goods - that is, the company does not lose anything). Decided to cancel subscription a few months ago. It did not work on their website, and calls were not answered within 40 minutes. Then I just canceled PayPal payments (keep in mind that I haven't had any unpaid items or other debts). Now they have blocked my account and require me to pay for 2 months of a subscription, for which I did not receive anything from them. Where is the logic here? They just lost a client.

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)

Serial #:‍*******a*******e09s is a $180 paperweight. Tried chat/call. No solution. They wanted a video chat but have no resources on the website to resolve what should be a logical solution to a common problem. I'm donating it to goodwill and will never buy one again. It's ridiculous. I did read, in detail, the collateral "instructions" sent with the machine.

THere are a number of issues with profiles and being able to update reoccuring orders - ive had to reach out to them everytime i have to update the date. They dont make it easy. The only way to contact a rep is by calling (who has time for that anymore!?) or online chat. And the online chat is painstakingly slow. And also mostly has the ability to not resolve issues. So there is no email support. Its disappointing that Nespresso create barriers for their clients to get help. Overall the customer satisfaction level is incredibly low!

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.

I Had an issue with the machine within the first year. They would not replace it, so I had to call in and troubleshoot all too frequently. Not fun when you haven't had your cup of coffee. Then the same issue resurfaced within 2 years. They only have a 1 year warranty. So they offer a $65 repair fee or buying a new unit. I've heard this same story from others. I regret spending as much initial money, taking time in my busy morning to troubleshoot, and then not being able to use it within 2 years.

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).

This is not the first time, but it is getting old... This time I received a message that the delivery person could not deliver because he does not have the gate code. But there is no gate. And this is not the first time I am receiving delivery from Nespresso - I order about every 4 weeks for the last year or so and have been receiving my orders at the same address. The solution proposed by Nespresso: update my delivery address - but it is the same one where you have been delivering so many times! And now a new order was made and I have to wait another 2-5 days to receive it. Why? Why not ship overnight to make up for their error? Nespresso should contract a better delivery company or lose business. They just lost mine.
I was a Nespresso customer in Italy for 4 years and NEVER had a problem with anything. Here, it is all up in the air every time I put in an order. Shame!