Nespresso

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.

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

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.

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

MACHINE LEVER DOES NOT CLOSE

Can you fix it with no cost to me...?
I spend $1++ everyday for a cup of coffee and spent over $150+++ to buy this machine and this machine stopped working within 18 months of buying. Really disappointed with it
Also, if you look thru my previous communication, your website said you will deliver Coffee pods within 24 hours after ordering... never ever have you delivered once
REALLY BAD SERVICE AND POOR QUALITY MACHINE AND DISAPPOINTED

Our $300 Nespresso machine broke after less than 3 mths. First they said we had to descale it, which was an obvious stalling tactic. We'd made ~100 coffees in the 10wks since buying it, and even the manual says 300 capsule before a descale. Then we had to wait for a full day 9am-5pm for a pick-up. (No other company I know of is that disorganised.) So my partner took the day off work. The courier never showed. We called the next day, and they had no record of the courier being booked. Now - already $300, a box of wasted pods, a descale kit, and a day of work down the hole - they've told us we have to pack and ship the machine back to them. More time. More expense. So when I went to write a review, I found the same story happening with Nespresso around the world. What the actual hell?

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!

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.

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.