Horrible customer service. We purchased a machine directly from Nespresso online. When it arrived broken (lid was half broken off and machine would not power on) we called customer service. I told them of the issues. After 15 minutes, they wanted to do a video call to see the issue. After the video call, it was deemed broken (duh). After waiting over a week (without coffee), they would have to send another machine. I asked if they would express a machine to us as this one was broken and we didnt want to wait another 9 days for coffee! I was told they could... as long as we paid for it! I asked to speak with a supervisor at this point. After almost an hour waiting on a supervisor,. they asked to do another video call to ensure our machine was plugged in "correctly" (seriously?). After some more back and forth, the supervisor said he could "put in a request" to have it expressed to us. He kept saying he could put in a request but it may take 3-5 business days, the same amount of time they claim normal shipping is. I immediately thought he was lying about putting in a request and was just trying to appease me. After another 5 days (we decided to just go buy a machine locally as it didnt arrive within the "express" timeframe, it finally showed up, with a UPS ground tag on it. Just as I suspected, it was NOT expressed. I have worked in customer service for many years and this is the worst service I have seen in a very long time. I would be embarrassed if any of my customers were treated this way and lied to.