Nespresso

I called customer service previously in regards to leakage of my machine from time to time. The rep was extremely helpful and help me troubleshoot. He further told me and confirmed my address where he was sending me a descaling kit. However, the kit never arrived. It was over the holidays so I left it.

A few weeks later, I called back as the machine was leaking more often now. The rep this time also helped me trouble shoot it. When I asked about the descaling kit, she had said there was no notes on it; thus, she couldn't send me a complimentary one. I asked for her to make it right regardless of there's notes or not, and she couldn't.

I asked to speak with her manager, her manager said the same thing about not being able to make to right by sending me a descaling kit. I asked the manager if she's willing to listen to the recording of my original conversation with the rep that told me he was going to send me a kit. She ignored it and kept saying there's no notes on it. I asked her if she was willing to let go of a long time Nespresso customer for a $10.99 kit and she said yes. So I said okay, I'm disappointed to hear that and told her I would not be a customer from this point forward out of principal.

I was very surprised of how they handle this as I've always known Nespresso for their customer service.

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.

Got a Nespresso Vertuo as a gift. The machine wouldn't produce a full cup of coffee. The pamphlet enthusiastically invites you to contact customer service. They make you create an account. It takes 10 minutes. You have to lift a heavy coffee maker into the air to get a number from the bottom to register the machine. Then they have you hold. Then they hang up on you and you are stuck with a machine which does not work. Typical customer service these days.

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!

I purchased the Nespresso Virtuoline Plus coffeemaker. I had sampled Nespresso at some upscale hotels and thought it was truly special. I loved the concept of a quick cup of good coffee without having to brew a pot. It wasn't long however before the honeymoon wore off.
The coffee was not hot enough. There was a think film of froth in every cup. The coffee had an un-natural taste, was harsh (and I tried many different versions), and began to stain my teeth. It became intolerable. This is the reason I replaced it with a Keurig, which makes a real cup of coffee. That being said, my interactions with customer service were helpful and knowledgable. When I ordered more pods they came the next day. Sadly, I was a few weeks beyond the return policy, so it sits in my basement.

I bought 2 sleeves of Blend No. 1 ($20 each) and the pods made very watered down and water like coffee. I tried chat. They made me wait 30 minutes without a resolution. I called. They made me wait for 30 minutes before Samoi, the rep, told me she needed to VIDEO me in to make sure the pods were not working appropriately. I explained that I am at work and that my nespresso machine is at home. She told me I had to call back. How is she going to tell that the coffee is dilute via a video? Why couldn't they tell me at the start before they transferred me to their "SPECIALIST" that they needed a video proof that the pods were not working? So, she tells me to call back. So that I can wait another 30 minutes to MAYBE get my $40 back. They are a horrible company with the WORST customer service.

Nespresso has 30-day return policy. Sounds good until you actually try to return a coffee machine to them. Delay, Delay, Delay.
It took me three attempts (6 days) to get them to email me a return label.
12 days for them to acknowledge receiving the shipment. I had to call them two times to find out when they received it. No email notification on their part.
They said it would then take 8-10 days to credit my account.
I asked to speak to a manager and now they are telling me there was not a manager on duty, but my account would be noted and one would call me back within 24 hours. After 5 calls throughout the whole transaction, I am wondering if they will ever get around to crediting my account. THIS IS A DESPICABLE EXAMPLE OF CUSTOMER SERVICE!

This company is consistently inconsistent! They charge $25 for overnight delivery and then nothing arrives! If this was just the first time I might be ok with it - but this is the 3rd time for my last 5 orders. When you call to ask questions - you get NOWHERE!

The coffee is decent - but definitely NOT worth the aggrevation of trying to get your coffee online. There are very few boutique stores to buy it in person - you are forced to order it online - and then you pay a premium for delivery - only to find out that they don't honour it - NOR DO THEY CARE!

Stay away - buy a machine where you purchase the pods locally. Im getting rid of my nespresso machine - it is NOT with the constant frustration.

Starting with how long it takes to get a phone call answered, along with the horrible music while waiting, then deal with service reps whose telephone line is corrupted so that 40 to 50% of what I said is inaudible…. Then add to the fact that when organizing a return, the shipping instructions are sent in FRENCH ONLY to a customer in Ontario whose sole language is English
Ordinarily I would use google translates except that my equally unsatisfactory Quebec based internet/cable provider has been down for over a day
Save yourself the aggravation and get coffee and machine elsewhere

Worst customer service. Have been calling them for 3 days about a missing order and apparently "all their systems are down" and they can help locate or refund my order.

I come from a family who drinks a lot of coffee and espresso. I currently have the ninja coffee maker and the nespresso. I bought the $250 combo pack of the nespresso machine and milk frother. After just a few uses the machine started to brew inside and would not have the espresso come out of the spout. I called customer service and they walked me though cleaning the machine. I stated to them the machine was only used a few times but went through with the tedious cleaning process. After that did not work the woman stated it is a problem internally. She then said we no longer fix that machine so you'll have to buy a new one. So, after wasting $250 I know have a machine that doesn't work and can't even be fixed! What a ripoff! She then asked me if I wanted to purchase a new machine. Why in the world wouldI ever buy a nespresso again? I would not recommend there machines to anyone and will never purchase one again!

Honestly if I could give zero stars I would. My machine has been broken for two months, I have contacted nespresso countless times within these two months, constantly being told I'll receive a call back to no avail, everytime I call I say I'll wait for a manager to take my call, to which the 'internal team' says this is being looked into by our managers and you'll receive a call back in 24 hours. This was what I was told today, the reason I called was because I was waiting for a call back already from calling in yesterday, but again no one called. Their managers don't want to take your call. They deem our issue less important than others which is why we have not had ours fixed. I'm absolutely fed up of this company and their service that is non existent. There is no due diligence with Nespresso, in fact it's absolute incompetence at its finest. Have gone through all avenues to get some form of a response and always get 'contact us' to which I do and again end up in the same position I'm in now. A broken machine, waste of money spent and no one taking any responsibility in this entire company. Not honouring a warranty is fraud! And it's very clear to see that many others are having the same experience with Nespresso so I suggest you start fixing these issues sooner rather than later.

I am very disappointed with the customer service. I bought multiple machines since I enjoy their coffee. The milk container started to malfunction so I called customer service and they told me that the part wasn't available to call in a few weeks. That went on for over a year. When I called last month their response was that the machine was out of warranty and they didn't have the part. So after complaining they gave me a %35 percent of on a new machine. I called yesterday to buy a new machine (they have a promotion going offering 25 percent off) and they response was we are giving you only 10 percent off instead of honoring the 35 percent on my account. I declined on buying the machine and wouldn't by another machine from them ever again

MACHINE LEVER DOES NOT CLOSE

Can you fix it with no cost to me...?
I spend $1++ everyday for a cup of coffee and spent over $150+++ to buy this machine and this machine stopped working within 18 months of buying. Really disappointed with it
Also, if you look thru my previous communication, your website said you will deliver Coffee pods within 24 hours after ordering... never ever have you delivered once
REALLY BAD SERVICE AND POOR QUALITY MACHINE AND DISAPPOINTED

Our $300 Nespresso machine broke after less than 3 mths. First they said we had to descale it, which was an obvious stalling tactic. We'd made ~100 coffees in the 10wks since buying it, and even the manual says 300 capsule before a descale. Then we had to wait for a full day 9am-5pm for a pick-up. (No other company I know of is that disorganised.) So my partner took the day off work. The courier never showed. We called the next day, and they had no record of the courier being booked. Now - already $300, a box of wasted pods, a descale kit, and a day of work down the hole - they've told us we have to pack and ship the machine back to them. More time. More expense. So when I went to write a review, I found the same story happening with Nespresso around the world. What the actual hell?

Item purchased: Nespresso vertuo next
Date item purchased: nov 4 2022

I was told on my first initial call that if my machine could not be troubleshooted and fixed I would receive a new one or could have mine fixed. After a second call and troubleshooting I was told I could only recieve a 35% discount or pay to have it sent in and fixed. Which would take about 2 weeks possibly more depending on holiday times. My machine is only a month and a half over expiration. That being said I am very upset and dissapointed with the customer service I received having paid over 200$ for my machine just one year ago and now I'm expected to spend my time and money and buy another machine in hopes that it does not break again in one year. I dont believe I should have been told my machine would be fixed or replaced by one agent and then told it would not be by another. In short I would not recommend buying any nespresso products unless you want to be rebuying them again one year later. Also I'd like to point out my kuerig that's 3 years old is still going strong with no issues. And it was a fraction of the price.

Absolutely disgusted!
Put order in but their system wouldn't except date. Rang them up and James the clown CHANGED my order and put it through. He apologised and said he'd fix it before it was sent. He DIDN'T! Then after I received WRONG ORDER, he expected ME TO FIX HIS MISTAKE BEFORE I RECEIVED MY CORRECT ORDER. That was last Friday and STILL NO COFFEE! $312 THEY HAVE OF MINE FOR STUFFED UP ORDER! MONGRELS!