Nespresso

We bought the machine (second one) on 06-13-2023 --Since September we have been having issues -it makes the coffee after multiple steps of plugging and unplugging as well as turning the head and other steps online. I finally called customer service since I had some time today and after a 20 minute video call and after tilitng the machine where a lot of water mixed wiht coffee came out it worked. We then went through a process of cleaning the machine. At the end I was told that I must clean the machine through the process we went through once a week and not plug the machine in the gfi or the large surge protector I have. I was very unhappy ---the other nespresso machine my daughter has for years in college never had a problem. I expressed how unhappy I was and that I wanted another machine and she hung up the phone on me.
I would also like to point out that we have lost alot of pods due to the malfunctioning of the machine - I would research more before I buy another nespresso machine for reviews.

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 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 have never seen such a poorly managed & maintained website! Literally every time I've ordered pods since I purchased the machine in July 2022, I have had issues with the website screwing things up. I started out with Easy Orders, which turned out to be anything but easy, as it was screwed up every single month. I'd have to call in to get it fixed. They would fix it, but just the fact that I had to take the time to do this every month was ridiculous. I finally decided to just cancel the easy orders and order the pods manually each time, but even that is so screwed up! Just went on again today to order more pods, and once I go to 'check out', I get a message that there's a problem. If I didn't like the coffee so much, I'd chuck this thing out the window and go back to brewing my coffee. I've not been able to find a site where I can buy them except through the Nespresso website, so I'm stuck with the really poor service. This is the first time I've actually read the reviews and I can see that there are numerous reviews about the website and poor customer service. I'm shocked that with so many bad reviews, Nespresso hasn't done anything to fix the issues that clearly everyone has!

I went on Nespresso website and made my first order of coffee. Found the coffee I wanted using their search feature. The coffee arrived and I tried it in the machine. The machine rejected the coffee. I called Nespresso technical service. I was told that the coffee pods are not the right one for the new coffee maker I bought. The tech told me to find someone that has a different unit and give the 30 pods ($$$$) to someone else. I said I do not know anyone who has the other unit (I think the other unit is a Next). She said that I can just throw them away. What kind of technical service is that? She finally said they could offer me a refund. I thought that this is fine so I agreed. I told her they can just give me coffee instead. She said they can do that. After much verification (I gave her the serial number before and my name and address) had to do that again. After all this on the phone with much waiting she said they will only send me 1 sleeve for the 3 sleeves I bought. At that point I was sick of this so I agreed telling myself I will stop using this new machine and wait for clone machines to come out then dispose of the unit. I do not want anything to do with this company and suggest to others to be aware as they do not care about new customers obviously.

After purchasing the Nespresso machine i placed an order for the Coffee PODs.
To my surprise no coffee pods never came for 10 days.
Upon contacting customer support chat service (see first image) i was told they do not know when the coffee PODS will be shipped, but acknowledge an issue with the shipping carrier.
They offered to cancel my order and create a new one, which i declined as I did not want to repeat the same experiment and expect a different result.
I asked the customer rep how can I return the machine as its pointless to have a coffee machine without a supply of coffee PODs, to which customer support agreed
and generated a label (See image3).
When i posted my complaint on Twitter with Nespresso handle i was told i cannot return my machine as its more than 30 days. The Nespresso organization clearly does not a good order shipment platform, nor is it proactively monitoring orders that are delayed and it does not care whether
Customers are left holding a machine that cannot produce coffee.

The new app didn't allow me to access my account, so I placed my order online and the full payment was deducted from my card, then the order got rejected for some reason, I tried contacting the help line which took me to a screen to write the issue, after writing the issue the screen wouldn't allow me to submit the issue saying only letters and numbers were allowed in the comment field while only the same were used in addition to some commas and full stops.
I typed in the number by hand as direct calling was not enabled on the website, after reaching the customer service they confirmed receiving the money yet cannot process the order until the refund is received in my account then I can place a new order unless I'm happy to place a new order and pay for it again and trust that my previous payment will be refunded for which I should be able to follow up with my bank! Really?!
Do I need to hire a full time PA to place their orders and get a PHD in network acceptance glitches to use their service?
Get a more reliable service provider from the start, I'm happy to throw or gift their virtue machine if I'll be stuck to dealing with them

I called to get some troubleshooting help with my Virtuo Next. It starts to spin and then shows two short red blinks of light and then just stops…I got hung up on twice.

I bought the most expensive machine they make and have the worst possible coffee/espresso of my life. I really wish I could return it or even try the bigger pods

This machine makes reasonable flat whites. Not cafe level but workable- that's when the machine works Our machine is approx 6 years old and has just stopped dead for the 3rd time. It lasted just over 2 years from new and stopped. After semi aggro haggling with Nespresso customer service they agreed to fix it free of charge. It takes 3 goes at them before they rate you a big enough worry to take responsibility for their faulty product. Second time around it was just over a year and it started leaking water from underneath and the electronic messaging was incorrect. This last occasion the indicator told us to descale. When this happens the machine will not make coffee. You have to descale. The descaling seemed to overheat the. Machine and it refused to restart. There was a connection between the 2 events. After 3 calls they sent a no reply email saying that they had exhausted their warranty and goodwill responsibilities despite the machine failing 3 times. Nespresso is a lemon. Nice upmarket stores are a cover up for poorly made expensive products which are not fit for purpose. Never ever buy a Nespresso.

Be forewarned - A few months ago I ordered 10 sleeves of pods from Nespresso to get their best deal. This was more coffee than I could drink in 30 days. Today, several weeks later, I opened a new sleeve and discovered the first pod was bent at the rim. I tried to use it but my machine apparently couldn't read the bar code so it did not make the coffee. I immediately called Nespresso to advise them, thinking they would like to know for their records and expecting they would at least comp me one coffee pod. After 12 minutes on the phone with their rep who selfishly gathered all the info, I was told since 30 days had passed, there was nothing, NOTHING, they could do. Not a coupon. Not even one freakin' pod! And I've ordered hundreds of dollars of coffee from them! This is just the push I needed to stop using their product. Their coffee is good, but because of their horrible support, I will forever more be enjoying their coffee with a side of "pissed off". And I don't need that negativity in my life.

My first Nespresso machine was classy and sturdy. So much so that when my sister came to visit last year in Arizona she ended up buying one! Then it broke. I replaced it with a new machine thinking nothing of it. It's the cherry red one. Since purchasing it, I have had nothing but problems with the pods getting stuck inside the machine, to it blinking red for no reason, oftentimes delaying my ability to get to work on time. They also used to provide free shipping over $36.95 order for pods. Well, that went away along with the good service. I recently bought the Alto Ambrato pod, which did not fit into my machine. There was no message saying "this doesn't fit into the Cherry Red machine." how was I to know. I called Nespresso to tell them what happened and GOT COFFEE SHAMED! That's right, I won't call again- all the dude said was "that's the wrong size pod for that machine" and "we can troubleshoot your issues." Look, I already know how to troubleshoot but why should I have to? I never, ever had this problem with the other machine. If it works don't fix it. That's exactly what they did. They "fixed" something that was working perfectly well. The new machine is downright defective, ok that's all Folks!

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!

2 year old machine began leaking. Terrible customer service, poor quality product. Do not buy a Nespresso machine - a waste of money. They have lost a customer for good.

Placed an online order on 1 Dec. Never received it. Sent an email in Dec, no response. Called on 28 Dec to find out where the order is. Customer service said it never left the warehouse and the reason I didn't get it is because I didn't call Nespresso 3-5 days after I didn't receive it. According to the rep, it's my fault I didn't receive my order when it didn't leave their warehouse. After explaining how ridiculous that was and letting her know the call was being recorded on my end as well, she offered me a $20 credit to my account. I closed our conversation with the fact that $20 doesn't do much if the items in my order were Christmas gifts, especially since one item was an Advent calendar and Christmas is over. The rep had very little actual emotional intelligence and did not respond appropriately throughout the conversation. At one point after I was clearly frustrated and asked for a refund, she asked if I wanted to register any Nespresso machines because she could see that my account doesn't have any registered machines. WTF