My previous espresso machine broke and I was ordered a replacement directly from Nespresso because they had attractive pricing and a well presented website. After a quick and simple payment journey, that is where my ability to give positive feedback ends because the "in life" experience is far more flawed then it had been up to that point. I used the chat feature on the website to better understand when my order would be dispatched and how I would receive details on how to track the delivery. The lead times quoted by advisers were inconsistent and when asking what was happening with the order was given a standard "our delivery timeline is X days" response rather than any information pertaining to my order specifically. After two days of chasing, I asked if I could cancel the order which they said they would attempt to assist on but any refunds would take up to 14 days despite them still having the product as it never left their care. From a customer journey perspective, I can get much better order tracking from a £20 pizza than I can when ordering one of their coffee machines and a number of pod sleeves. For a company present themselves as having a premium product, which they do, their customer experience is amongst the worst I have ever experienced. If I had to rely on their online retail alone and not use their in store services, I would cancel this order now and use an alternative provider in a second