Nespresso

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.

Working for nespresso yes it's a quality brand but for an employee it's far from quality. Never expect the bonus as most months it's late and usually half the money you're entitled to. HR appalling, and no such thing as praise, everything is focused on the negative and complaints. Quite embarrassing for a company that prides itself on quality.

My machine was brand new and i had issues from them playing around with it over the phone caused this to stop working they tried to accuse me of it being a different voltage but unlike them i have travelled the world and had a voltage box and was perfectly fine for months before this. They are extremely rude and uneducated

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.

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!

Bought a Nespresso Zenius Professional machine.

A machine that costs over £300.00

This so called professional machine developed a leek with hot water coming out from the base of the machine. I assume it must be near to all the electrics inside.

On contacting Nespresso they said in a long story cut short " because I am a private purchaser and not a business they are not going to help me "

Beware all private purchasers their after sales service is shocking and this was on a £300.00 + machine that I had bought.

Coffee is unbeatable. One of the best coffee you can get in the world. Great customer service, fast free shipping. Reasonable prices. Once you try it you wont like to drink anything else in your life.

I placed an order on 09/26 and was charged for it. $966.94, received an email a few days later saying it was delayed. Heard nothing more. Reached out on 10/12 asking where my order was. They said the free sample pack was out of stock and they would re-enter the order and ship it expedited. Reached back out today 10/17 and they said the same thing, the free sample pack was out of stock. I said I did not care about the free sample pack that I didn't even order. I had to verify everything for the third time and they said a supervisor would call me. I waited 7 hours and still no call from a supervisor. So I called again and they re-placed the order for the third time. Here is the best part, the sample pack is still on the order, you know the one that held up the first two orders. I like the coffee, but I cannot support a company that does not care about the customer. So disappointing.

I love my machine. But I haven't even owned it a year yet and it's about to go back for fixing for the FOURTH time. Three weeks each time, I can't have coffee.
And when it's returned, it's my fault for not maintaining it. I treat that thing better than my children.
I'd never buy another Nespresso. Even if it's amazing coffee.

I am always impressed when contacting Nespresso in Australia, on how helpful and genuine their staff always are.

I purchased one of their coffee machines, and needed to contact them for about a problem with my machine and then thereafter to order some coffee pods, they are always so courteous and so helpful and they really do offer great genuine customer support and service.

I switched from Starbucks to Peet's coffee and then to Nespresso in 2014 when American coffee became an option. Just got an email about becoming a partner with Starbucks? You will loose customers like myself who do not like the Starbucks coffee taste and acidity

I tried to place an order online and it gave me the error message 766. I tried again and it still gave me an error message. I called customer service and they were rude and inefficient. They finally managed to place my order (>200 capsules, for a total of $161.2) and at that point I could redeem the welcome gift (it was my 3rd order). They told me I needed 200 sleeves, not capsules. After I hang up I noticed I only needed 100 capsules to redeem the gift (see picture)! Horrible experience.

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.

We have been customers of Nespresso Pro for the last 12 years. We have had issues with pods not puncturing over the years, but I have noticed an increase in the issue with the new Starbucks Breakfast Blend. They told me I needed to clean my machine. Except I just cleaned it. This is not an issue with the machine, it's an issue with the pods. All I wanted was for them to say..."we understand, can we send you out a complimentary box of the pods?", but that is not what they did. They basically told me to sod off.

Attempted to buy pods online and paid for next day delivery. Waited and waited 5 days later still no coffee pods. Customer service claims they tried to contact myself, received NO call, then they said they would need to charge $79 for delivery. This is so not ok. Contemplating selling machine now due to unhelpful customer service.

Bought the nespresso virtue, loved the coffee and all the options. 6 months goes by and the light turns blue? Call in, they try trouble shooting to no avail. "Mail it to us and we will see what we can do" great! 7 weeks goes by, no call or update. Today I am told they can't fix it. They provide me with 2 options. 1. $40 off a new machine or 2. Buy 35 sleeves of coffee and they will give me the machine for $40. Unbelievable! Nesspresso is joke. Maybe I can send back my last order of coffee that I can't drink now and exchange for a new lemon. Worst customer experience I have had in a long time. Avoid this company.

Your service is appalling.
Firstly you locked me out of my nespresso account for no reason without telling me. I have chased this up countless times but no one can help me, give me a reason why or even unlock my account.
Secondly last year I did an order, Nespresso took my money but somehow lost my order as it wasn't in the system, so no product actually arrived. Again I had to chase this up countless times but because there was no order in the system it was virtually impossible to get a refund. Doesn't help there is no email address to send my proof that I did an order.
You have lost me as a customer now.

5 phone calls, 5 completely different answers on the $150 free coffee process. Either the agent did not have access to the information or the website was down. After 5 days of owning the machine I still have not used it. C/S is terrible, but polite and have no incentive to turning this into a positive purchase.

I was told to go to a "Boutique Store" which I DID, but was told to read the fine print, which was so small I could not even read it.

I still like the idea of the machine, but I have to admit the has been the worst buying experience ever.

Rob M

You have a very poor customer service, rude and unprofessional. I can't understand a word due to his heavy accent and I politely ask him to repeat, he got upset. Thus,I withhold my coffee order. It is a shame because you have a good coffee, unfortunately the customer service you have chosen to represent you is not reflective of your product.

Online customer service very awkward and inefficient, they eventually confirmed they would swap with interim machine while mine was to be repaired, but were late, took my broken one without bringing the interim machine; I had to call twice, 3 weeks later they came with a machine but could not give it to me as they needed to swap (and they had already taken mine so I could not swap!) and now I am left with no machine and no idea how to sort out that situation!

I have had a Nespresso coffee machine for 12 years. I love it! All of my communications & interactions with Nespresso customer service has been outstanding. They are helpful & have always gone beyond my expectations when I have a questions or am am trouble-shooting.

We bought the Nespresso machine late last year and the motor stopped working a month ago. We rang them and they collected it and took it back for repair to the UK. We have heard nothing back since, despite a number of phone calls to them! If they were a decent outfit, they would replace the machine, without question - they are a wealthy company- worth billions - and, after all, they paid George Clooney $40 million to promote their products! - which are inferior...(SHAME ON YOU GEORGE!). We have never come across warranty issues like before and we would definitely never recommend these machines to anyone now. As George W. Bush once tried but didn't succeed to say: "Fool me once, shame on you, fool me twice, shame on me"

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