Nespresso Reviews

Name: Nespresso
Rating: 1.78

1.8 Rating 373 Reviews

17 %

of reviewers recommend Nespresso

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Metrics

1.8

Based on 373 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 14%
Accurate And Undamaged Orders	Greater than 77%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	1.4 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Nespresso 1 star review on 27th August 2024

Anonymous

Nespresso 1 star review on 21st August 2024

Nancy Morrow

Nespresso 1 star review on 9th April 2024

Paul N

Anonymous

Anonymous // 01/01/2019

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“Tried to order a machine and 20 pods as a gift. Website said I had to order 50 pods. Customer service said there's no way around it and then they try to upsell me more coffee. I cancelled my order. Nespresso stores near me are rare, and the closest one just closed. Ordering is far to stringent”

Helpful Report

Posted 3 days ago

“I just bought a sleeve of the Sweet almond and hibiscus coffee for my Vertuo machine. In my personal opinion, it was the absolute worst coffee I've ever had in my life. It was gawd awful terrible. I had two sips and threw the rest away. A complete waste of money and an insult to my taste buds. Sorry. Nespresso did a winter almond(?) a few years ago that was fabulous and no longer available and not likely to return. A shame. Now THAT was a perfect almond-flavoured coffee.”

Helpful Report

Posted 4 days ago

“Their front line service is great... after that... don't bother. I contstantly have issues with their shipping and even pick up orders go wrong. I recently orderd $250.00 of coffee and their web site gave me the address... of the boutique.. But the address is basically the addres of the Mall it is in. Didn't realize what location I was picking up in was the Post office in the same mall. I asked for it to be cancelled but they said it couldn't be because it was already processed. That was a week ago. NOW... im told I can call canada post myself and cancel it then I have to wait for it to be returned before I get my money back. I asked to open a complaint... and was told to call them and it can't be done online.”

Helpful Report

Posted 2 weeks ago

“My wife and I have been Nespresso fans for many years. The Nespresso Plus helped me win her heart and even made it into my wedding speech. However, after using the plus to within an inch of its life I decided to buy a new machine and was helpfully told by the Manchester Trafford centre store that the plus was no longer available and the Next was its natural successor (a lie apparently as Plus are still sold). We’d had our Next less than a month before having issues, inconsistent drink measurements, leaking, pod wastage. I called, went through the factory re set, remade a coffee on a virtual call and they were satisfied it was fixed. Not the case. Called again less than weeks later to eventually only be offered a replacement of the same model (which I didn’t want). Now the same model is having the same issues, surprisingly, and I’m being informed once again they can take it for repair or replace for the same model AGAIN. Offered a managers call back, unfortunately can only rescheduled for midweek daytime hours whilst I’m at work, because there aren’t any managers available at convenient times for the customer. For a brand built on customer service and quality this is very lacking and such a pity considering the quality of previous years”

Helpful Report

Posted 3 weeks ago

“The only thing good about Nespresso is the coffee. Everything else, the experience continues to worsen and disappoint. Pods can no longer be mailed back. Delivery is questionable (I received my neighbour’s order last week so his pods were not collected). Promotions are hit and miss - online only or boutique only or new customer only. I bought pods in boutique and was told the promotion was for new customers only. The next day I got an offer for online purchases only. It all feels very bait and switch and as a customer, I don’t feel valued. I have three Nespresso machines but got a drip maker for Christmas. Not playing their game anymore.”

Helpful Report

Posted 3 weeks ago

“The worst after sales service. After spending a hour on the phone trying to sort my machine out, the assistant said I needed a new machine (and was still in warranty). Now, I have to wait for a packing slip, then I have to take time out of my day to get a box, then send back to Nespresso, then wait for them to get the machine, then get a tracking number for a new machine. I think (from what I could understand) I’ll be able to go to the nearest boutique store to pick up my new machine. Considering the cost it’s better just to get a cheaper machine from a local electrical store rather than all this business of having to post machines back and then having to wait. I figure I would pay a premium price to avoid this hassle. Would not recommend.”

Helpful Report

Posted 4 weeks ago

“Same as all the others.. Terrible website, terrible customer service, terrible online chat. so called premium product means every aspect. This is not a premium product as a result. wish I had never bought it.. Grind your coffee, French press for a 5 times better coffee.”

Helpful Report

Posted 1 month ago

“Nespresso webiute has promotions on it that have apparently expired. Customer service says they just havent updated the website yet. Specifically, the offer to provide 3 free sleeves of original coffee when 10+ is bought is no longer valid but supposedly the website has not been updatd yet. This just wastes lots of time trying to make codes work then wait for discuss with customer service, Very very poor service”

Helpful Report

Posted 1 month ago

“Machine broke just after warranty expired. Nespresso wont replace. In a way its a godsend. The system is a gimmick to preserve their proprietary pods monopoly. The old machines make better coffee. The "crema" is BS. It more like pond scum. To make the system work, the coffee has to be burnt and over extracted with little to no acidity or nuttiness.”

Helpful Report

Posted 1 month ago

“1/5 Stars Aerrocino3 stopped cooling. Called 3 times: no callbacks, rep denied the problem on video, manager never called. Love the coffee, hate the support.”

Helpful Report

Posted 2 months ago

“The machine (had it about 10 months) is okay and the coffee wouldn't get any awards, but it's passable and easy to wake up to a convenient and quick cup of coffee. However their web site is terrible with frequent glitches and the customer service worse. I've had significant negative experiences logging on to my account, delays with online order fulfillment and issues with order cancellations and delays. The only reason I've kept my account active with an auto delivery each month is I have this expensive machine that only accepts genuine Nespresso cartridges. Once this machine dies and judging by the amount of negative feedback from other reviewers, that should be within the next year ... I'm definitely moving on to a different manufacturer.”

Helpful Report

Posted 2 months ago

“The first person that answered asked my name more than 6 times. I spelled it each time MARIA and she still kept on getting it wrong. The same with my email, phone number and the Model of the machine. This took about 10 minutes! then she introduced me to the person who would be handling my tech support. Again, I had to repeat my information 3 times to insure it was me! I was put on a video chat, while I explained what the problem was. I went through the descaling process 4 times with him watching. In conclusion, he told me to download the App and he was gone!!! No call back, no I can't help you. Thanks to Google, I was able to order the precise descaling liquid from AMAZON and problem fixed! HORRIBLE CUSTOMER SERVICE”

Helpful Report

Posted 2 months ago

“They delivered to my wrong address right across the street from me thank God I was looking at the tracking and went and got it. It clearly wasn't my address I would not recommend getting anything from Nespresso”

Helpful Report

Posted 2 months ago

“Awful service for a luxury brand. Their off-site, overseas call center sounds like a roomful of wild animals with their yelling and screaming across the room, laughing, and loud volume. I wasted 32 minutes on hold only to have been connected with some guy with a really bad attitude and on the defensive. NESPRESSO, do better!”

Helpful Report

Posted 2 months ago

“Only had the machine for a year, called customer service 4 times with long waits with all 4. Just to offer me 35% off a new machine or send mine in for $65 dollars to be fixed. I went to their website to look at new machines and the one I was looking at was 169.99 I went to Amazon and the same machine was $119. How does this make sense? Think I’ll just buy one from Amazon rather than deal with a company that has the worst customer service.”

Helpful Report

Posted 2 months ago

“Omg this company is absolutely the worst.. I got a premium rose gold and black as a present house warming. Used it 1 time and it broke. I have had others so I knew what I was doing. A simple exchange on a 2 week old machine used once turned into an hour on the phone having to take it out of the box to be trouble shooted and told I have to wait for shipping label send it back contact them to let Them know it is sent then another one will be sent.. absolutely shameful. 250 on a price of plastic and zero customer service.. no one should buy from these guys”

Helpful Report

Posted 3 months ago

“Negative five. Total garbage. The machine made two cups of coffee and died. Nespresso unwilling to replace the machine. Would never buy another product from them”

Helpful Report

Posted 3 months ago

“I bought a coffee machine and was supposed to have 100 free pods. My machine was pictured on the promotional leaflet and I was within the dates. However Nespresso refused to honour their promotion.”

Helpful Report

Posted 3 months ago

“Delicious coffee. I've spent $850 on it. Got a flavor I did not like and asked if I could return, refund, get a credit. "Gustavo" kept saying he understood and was sorry but could do nothing. I'll be buying much less of their coffee now.”

Helpful Report

Posted 3 months ago

“What happened to this company?? I used to love them. Always talked to local people in the US when reordering which was a piece of cake. Literally used to take two minutes to do. Now every phone call for an order is 25 minutes. Shipping your call center out of the country DOES NOT WORK! I've been on the phone today for a total of 45 minutes. After the first 25 minute phone call when I thought I was finally done the rep said she has having trouble and asked if I could call back. When I explained I didn't have time she said she would call back in an hour. I never received a call all day. When I called back again it took another 32 minutes. And then after he charged my card I could tell the amount seemed high and of course he had the order wrong which he had repeated back to me twice. It sounded like a Frat house in the background - so unprofessional and worthless! Why do you guys have to sell out? And please don't just tell me to order online. Stand up for your product. 1.8 star average. Do you know how bad you have to be to get an average rating that is that low? Have you no pride anymore? Obviously not! I can't possibly recommend this company to anyone at this point. It's time to move on to ECM.”

Helpful Report

Posted 4 months ago

Nespresso is rated 1.8 based on 373 reviews