Customer service is misleading and deceitful just to cause delays and not help. I had a similar experience to others. I ended up disputing the charge and my credit card issued me a refund. My order was taking a long time to ship. When I called to ask why I was told it was out of stock so I cancelled my order. I was told I would receive a refund in 7-10 business days. My order shipped anyways, despite multiple calls to customer service. Once it arrived I was told I would be sent a shipping label to send it back, and then once Nespresso received it, they would then issue me a refund. Nespresso never emailed me a label and every time I contacted customer service they kept extending the time it would take for UPS to send me the label from 24 to 48 to 72 hours. I called UPS to see how long it takes for them to email a label and was told that it is generated immediately and sent as soon as the address is confirmed and the bill is paid. After waiting 6 days I told Nespresso I was disputing the charge. I received a shipping label as soon as the charge was reversed.