Nespresso

I spoke with a Nespresso representative today regarding my Nespresso C122-US-SI-BR-2 model.
In June of 2021 my daughter gave me this unit as a gift. About 1 yr later it developed an internal leak and Nespresso gladly replaced the unit. Now the new unit has developed an internal leak. The representative said the unit was out of warranty but they would offer me a 35% discount for a replacement unit. The original cost was $207 and now the replacement cost would be $329 less 35%=
$213.85. Since the same problem occurred I f do o not have confidence that another leak will not happen and I do not want to spend $200+ dollars each time to remedy the problem. I feel a larger reduction in replacement cost would be fair. I use nespresso pods which continues to bring revenue.

Customer service is becoming the downfall of this company. Had to call for an order placed over a week of purchase only to be hung-up twice. Left a message for management (club Nespresso) who say they will reach out and nothing. Finally had to cancel my order. To date, (over 3 weeks) I still haven't heard from anyone. Don't waste your money on poor service!

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)

It is May of 2023 and the Nespresso Web site remains horrible (I first complained to them two years ago), the worst I have ever experienced. It never accepts my password, the shopping cart alternatively doesn't empty after orders or states my shopping cart is empty after placing items in it. Two weeks ago I ordered a coffee machine, two phone calls and two reorders of the same machine still no machine (my card has been charged).
If you are considering Nespresso, I would recommend you stay away, it is a constant headache trying to do business with them.

The coffee is great! I drink it a couple of times a day and its convenient and easy. Best coffee around.

To contrast, anyone who is considering buying this, the customer services is almost non-existent. If they make a mistake or you want to return coffee that is less than good (this coffee is expensive, it better be good) they make it extremely hard. If they make a mistake they rarely admit it or credit you for it. They make you go to the store to return stuff instead of taking responsibility for mistakes made by their CSR's. Just a nightmare of policy. You can order 30 boxes of coffee and not like a few. But they only give you 14 days to return. The boxes cost 10-20 dollars each for 10 coffees. I hope this helps someone trying to make a decision that values customer service, this is not the company for you, especially at the prices they charge. Wait until they open up the pods to companies who care or move on from this choice.

Nespresso desperately needs to drop their shipping partner 'laser ship' and go with a company that can deliver an order OR perhaps they need to update their warehouse software so the orders actually go through. 2 WEEKS to get coffee because, once again, the order just disappeared into the thin air of incompetence.
I'm buying some starbuck/nespresso at target for a change...atleast I know when I give them money, I actually get the product I purchased. Shipping mistakes in this day & age are inexcusable and just poor management. Someone needs to take ownership of it, you know, since it's 90% of your business!

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!

Nespresso is running a business but treating customers as disposable items. They are not giving customers alternatives on how to buy coffee pods. They claim they can fill orders and ship to customers in 3 to 5 day but takes them forever. I am very frustrated and looking of other machines which use coffee pods widely available on the market. A very bad business plan by limiting customers to one option.

Service is disgusting, the waitress was constantly looking at our table and the guests... served plates in the open without napkins and put on a dirty table... took the pot from the window sill that would put the phone for the child, the waitress came running and said that we would not touch it their owner will scold for it

Very slow, hopefully, you won't need them ever. They seem to be high, drunk, or both! Something happened to my online account it took 1 hr to get it fixed. I could have saved time by buying on Amazon or just going to the dam store, even better getting another freaking machine from another brand.

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 is the second time my order was not delivered and was well past the delivery time. The only resolution was for them to replace the order and you wait even longer. They should use a new courier service and get new representatives who actually want to make it right.

I contacted the company several times in the last couple of months regarding my broken Nespresso machine that was purchased less than 2 years ago and had stopped working (water leaked out the bottom during use). Using it only in my RV I had used it maybe 40 times, so each use effectively cost me more than $5. I probably wasted about 2 hours on the phone with customer service, going through all the troubleshooting efforts. At the end of all of that, I learned what I already knew before contacting them: my machine required repair/replacement. After a brief hold, I then learned that the company does not repair my model. And more importantly, then I learned that their 2-year warranty doesn't apply to my model. Despite their website clearly indicating that it does (https://www.contact.nespresso.com/faq-3/th/en#2678): "We offer a 2 year warranty on all machines and Aeroccino. You will need to provide the proof of purchase." I reach out to Nespresso to ask why their "2 year warranty on all machines" does not apply to my machine. I also asked why it not explained that my machine was not under warranty before I went through all of the troubleshooting and multiple phone calls. I asked why it was not explained that my machine was not repairable before I went through all of the troubleshooting and multiple phone calls. Finally, I asked what they were going to do to fix my problem. In response I received a form email, in which Nespresso was sorry my machine is not working to my satisfaction and inviting me to call their toll-free number to troubleshoot my machine. This is a terrible company. The coffee is delicious, but once my other working machine breaks, I'm done with them. And I encourage you to not start with them.

This brand has a strong coffee with different flavors I really love. The only thing that annoys me is the slow delivery. It took ages to arrive! My order was delivered after 21 days of waiting.

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)

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.

They do not process your order for a few days, which they don't tell you at the time of ordering. They say: 1-2 day shipping. However, if you aren't actually going to ship the product right away you should just write 5 day shipping? I do not care how long it takes once it is on the truck I care how long it takes for you to process the order.
Tracking your package is impossible on their website and they do not provide a tracking number.
They use UPS so I know that they are capable of providing a tracking number.
I would expect premium customer service from this company, which would reflect their prices.

I have been a Nespresso user and lover of the coffees for some years. However, I recently discovered that if a Nespresso.com customer receives capsule sleeves containing inferior coffee and the customer returns the sleeve(s), as I did (7 sleeves of Arpeggio which contained burned roast and were unpalatable - and I have been an avid Arpeggio lover for several years!). Returns take up to 4 weeks for refunds... this is totally unacceptable. Any refunds I have received from all other merchants have been timely and received within a few days. A month is totally ludicrous! Nespresso.com has lost my business. I will purchase sleeves from Amazon in the future. Sharon in The Woodlands, TX.

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).