Nespresso

Manufacturer's Websites should provide everything you need to accomplish the purchase of and tracking of their shipped products. When the Website loses it's ability to function, Management should fix it pronto! I placed an order via phone on December 1st, since the website was not functioning. I am still waiting for my order which my cc was charged. I am rerouted to another link to track the shipped order. Everyday the delivery date is pushed out another day. What is going on? I called on Dec 10th, after waiting for 30 minutes, my call was finally answered. Wow! 30 minutes. I was told I would receive my order the next day Dec 11 by 11AM. It did not arrive. Again the tracking says one more day. I am extremely frustrated. Coffee can be purchased from one of their boutiques, but I thought online would be quicker. I have ordered online several times before w/o any issues. However, things have changed and not for the better. The coffee is good, but not worth the anxiety and frustration.

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.

Would not buy again, I like my coffee and saw the machines had problems at times but I got one anyway because I saw on YouTube they sent out replacements if a problem (NOT TRUE) Well mine is leaking and they want me to mail them the machine. Waite 3-5 days to receive a shipping box and another 2 weeks to get it back after repair. No loaner machine and I even offered to pay for a new machine if I could get a little discount with the leaky machine sent back. All answers were no. So this Machine is going in the trash and I am moving to a different brand of coffee machine. PS - I do not do reviews but this company is a major let down.

My nespresso vertuo next machine is defective with a continuous rapid orange blinking light. I previously tried descaling and resetting the device without any success. I called customer service and I experienced two separate agents who were very disrespectful, unprofessional, dismissive, and unhelpful.

My second customer service agent made me dispose of a brand new descaling agent in my water tank stating that in order to reset the device I needed fresh water in the tank. After I did that and the method did not work, I asked whether I can receive a refund on my descaling kit that he made me dump and responded with a "no refund." Shortly afterwards, he just hung up on me. When I tried calling back, I was led directly to voicemail meaning that they recognized my number and hung up on me.

This was absolutely the worst customer service experience I've seen and its shocking that its coming from such a renowned company like 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.

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.

Just a post to all those people dismayed with Nespresso repair policy. My Maestra machine is 9 years and 6 months old. They refuse to repair it as according to them is too old. I got in touch with Caffe Lux and they repaired my machine. Guess where I am going to buy my next machine!

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.

THE STAFF ARE COMPLETELY INCOMPETENT. THEY DON'T LISTEN TO YOU AND DO NOTHING TO HELP THE CUSTOMER. IVE BEEN IN CUSTOMER SERVICE FOR OVER 40 YEARS. DON'T BUY ON LINE.GO TO THEIR STORES. CUSTOMER SERVICE IS EXCELLENT

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!

This company sends an email with an offer at 9am and by 10am customer service is hiding behind terms and conditions and indicating it is no longer available. Totally ridiculous. Coffee is crazy expensive, deals are not available and horrible customer service.

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!

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!

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.

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.

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

I'm guessing if George had read the Reviews he wouldn't want a bar of the brand Nespresso! The Machine looks absolutely Gorgeous just like George but that's about all. After 3 months my Vertuo Creatista $1099 went back for repair. From day one It was a challenge to get it to Make a Coffee. Yes you not only need a Uni Degree to deal with all the constant flashing yellow and red lights and getting the machine to work. You also need Nerves Of Steel as this machine will totally Drive You Insane not to mention dealing with Nespresso customer service. Just Appalling. After 4 weeks with my machine in for repair I called to find out what was happening. They couldn't find my repair order number. I asked for a refund which was a challenge. It took 4 weeks for them to refund my machine and I'm still waiting to receive the $61 for the pods I last ordered. They said 7 business days however it's around 14 Business days by now. I need to mention I sent back $175.00 worth of pods but they only acknowledged my last pod order. Who cares as I certainly won't entertain Nespresso again. Buyers Beware. I wish I had read the reviews before I put my trust in the brand.

Complete sham. They promise 1-day coffee delivery, but don't even process the order until at least 1 day. Then they take several days to ship it. Buy a different coffee system.

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