Nespresso

I placed an order on 6/12 and STILL do not have it. The package has now been lost 4 times I have spoke on live chat and on their customer helpline numerous time but to no avail and having finally spoke with a manager on the 19th, I was assured if I agreed to Collect+ I would be able to get it the next day...back to today and I still don't have my coffee. I have phoned Nespresso yet again ( I have literally spent hours on the phone with them this month) only to be told that the order was not sent until yesterday, so is still at Nespresso...how on earth can this happen? I asked to speak with a manager today and was refused...saying they would TRY and call me back within 12 hours...now I know that in a lot less than 12 hours Nespresso will be closed until next year and no one will be helping me. I am now beyond appalled at the customer service I am ( or am not) receiving. Am at a complete loss as to what to do now...just cannot believe that a company like Nespresso is giving such poor service Wouldn't even give one star unless I had to!

Offered an $80 credit in big sticker on box when purchasing a machine then when I redeemed it it was a $20 so I emailed and got told to read the Terms and Conditions which are in fine print - Who does that!

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 had 3 vertuo machines in 4 months.
They all broke. Their customer service is horrible. They won't refund you only replace the machines. Stay away from this brand.

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 spent 4 days with techs and reps doing everything humanly possible to get the machine fix with no success, I was put on hold for 30 minutes and basically had to flip out and again wait for a supervisor who after repeating and losing it! I was told I would have to wait had to return the damaged one and I would get a new one in 3-5 days!HAVE YOU EVER! I'M WARNING ANYONE OUT THERE CUSTOMER SERVICE IS A NIGHTMARE!

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 had the frother at my vacation home and so it was hardly used, but out of warranty.
It just stopped working. I called customer care and they said" just get a new one'.
Never again!

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.

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

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.

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.

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.

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.

Nespresso's shipping has gone downhill. You used to receive your product within 1-3 business days after ordering. It now takes 10 days or longer to receive your order. Not worth it.

I ordered 385 of cofee on Nespresso website 10 days ago and till now they can't say when or if I will receive my order... they just regret! Me too! I regret making that order and trust them!

This company deserves minus 1 star - but unfortunately sitejabber's ratings don't go that low. Anyway….
Emailed the UK Chief Exec (Guillaume Cherneau) directly to ask him to listen to the 27 minute call I had to get a refund…
Needless to say he passed my email on to the Customer Relations Team - after I had specifically asked him to listen to my recorded call.
It's quite evident to me that he views customer service as someone else's responsibility and not his…
Every time I have phoned Nespresso it has been a nightmare - never mind that they seem to think they are a bank - evidenced by the completely over the top security checks. And when you have, eventually, remembered the necessary details the front line staff can't help you!
As for the website and app - it's style over substance every time - 'use-ability' is dreadful.
Sorry Nespresso - you've had several chances to get things right for me and you have failed, miserably, every time.
The Vertuo is going straight on to eBay today - I'll get some money back and won't have to pay £400 a year for coffee (!)
Amazing that they can afford to hire Mr Clooney for their tv ads but can't equip their staff or 'managers' with email. No, seriously, they can't email a customer…. In 2022!
Avoid.

Placed an order on April 24th, 2023, I have placed many orders before that date, didn't receive so I thought I would check on order, it was still in the processing stage. I contacted Nespresso they took an hour out of my life that I won't ever get back, I'm at work and I can't take calls because they are trying to figure out why. They never shipped because of two promotional cups they were sending were not available, honestly I couldn't care a less, at 45 min in I said I can't wait on hold any longer I have a job to do. They said 3 more minutes that turned into 15 min over payment, they kept asking what card I had on file, I said I don't remember but here use this one. They argued with me over what card I have on file, I said just tell me the card and I will give you details. I don't understand why it should take an hour to order coffee, I could have had surgery for that length of time. Also they said I would get in two days, just check they sent it regular mail, will receive this Friday or Monday. Note I spend about $400.00 for every two months.

I have been a customer since 2019. I have now had two replace my nespresso machine two times. The first replacement was fine. They gave me a refurbished machine as long as I purchased 170 capsules. This machine too broke down after a year and a half. After an hour on the phone with the tech, including a descaling, they concluded that the machine was broken, and offered a small rebate on the purchase of a new machine. The rebate offered was for a machine purchased directly from nespresso. The price with the rebate was the same as the price I would pay not buying from Nespresso, so they really went giving me any benefit. I proceeded to order from Nespresso. I asked if they could they could add the descaling solution since I had to use my last packet for the service call. The website offered free capsules with the purchase of a nespresso machine, but was told I could not receive this promo. Unfortunately I have just puchased 300 capsules, so am stuck with buying another machine, but it is unlikely that I will replace this when this machine gives out.

I usually do not write reviews but I bought my machine a year ago and I have to throw it out now. It stopped working after 5 months. The customer service is horrible. The first time I called I was told that I will receive a box to ship back and they will fix it. The lady told that it will take a while. I waited for 2 months and when I call back again. The person who answer the call told me that she cannot verify my information and hung up the phone on me. I called back again and her colleague said she can help me and resend another box for shipping. I waited another month and today I called back. The person told that he will send the box for me again. I cannot do anything but throw a machine. The interesting thing is that I had great service at the store all the time. I had an old machine that I had no issue with before it got old. I had no issue verifying my name or account at the store. I bought the machine at the store and had a great experience until I have to deal with some kind of defective machine. I just want people to be aware of the potential issue.

I bought my wife a Nespresso for mother's day 2018. She loves specialty coffees, so I thought I would do something really nice and get her the Nespresso along with the milk frother. 8 months after we received the Nespresso, the machine started to leak we contacted the company and they sent us a box so that we could ship it out and get it repaired. This took approximately 3 weeks. They sent us a replacement Nespresso machine because they said the other machine could not be fixed. The machine they sent us back was, aesthetically not as nice as the one that I had purchased. But, if it works then that's okay. Three months after we got the replacement machine it started to leak. We contacted the company and the company basically said they couldn't do anything for us. They had already fixed the original machine and that was all they were going to do. Think about it, the coffees themselves are expensive. I will never use Nespresso again and I will recommend everyone that I know not to purchase a Nespresso