Name: Nespresso
Rating: 1.83

“Customer care is zero. We had machine that broken twice in 6 months want to give it back and and get out of my subscription but that looks impossible. Never ever again nespresso i felt treated so bad ( nespresso user for over 10nyear) and if you want to buy ventuo next machine or take a subscription think twice. If there are problems they are not willing to do anything about it.”

Helpful Report

Posted 4 years ago

“Customer service is unbelievable bad! I love the coffee...but be aware of the problems that will follow once you need a repair. Didn’t think this kind of service is possible in Canada. Have been on phone for hours, they hardly talk English, on 1 day I’ve been disconnected or hung up by agents who I was talking to....already 5 weeks for repair of my aeroccino...They seem very incompetent. Scary!”

Helpful Report

Posted 4 years ago

“Im a long time Nespresso customer and promoter. However recent changes to reordering coffee pods have me rethinking Nespresso entirely. I have an "easy order" that is showing on the web site as shipped since Jan 2nd. I called customer service, which has been taken over by a third party. I was not told when I will receive my coffee pods. This is the second order with an unexpected unexplained delay. If your considering buying a new machine, suggest you consider Nespresso distribution challenges.”

Helpful Report

Posted 4 years ago

“BUYER BEWARE!! I purchased a Nespresso Lattissima One to be able to make coffees at home but that is far from what this machine makes. This machine makes approximately 1/4 of a cup of coffee and 3/4 of a cup of froth. So if you are after a machine that makes coffee flavoured babyccinos then this is the machine for you, if you are after a coffee machine that actually makes a cup of coffee then DO NOT BUY. I have contacted Nespresso already regarding this and the response I received was that this is a Cappuccino machine that's why there is a lot of froth, if the machine actually made a cappuccino I would be more than happy but to get literally 2 or three sips of coffee and 3/4 a cup of froth is totally unacceptable for a coffee machine. They also said to try a different type of milk which I have also gone and done (I have tried about 4 or 5 different milks with the same result) To actually be able to make a coffee I need to make the coffee as normal then scoop out all the froth, then start that process again and scoop out the froth again, then in a separate cup repeat that process then combine the 2 cups of coffee together to actually be able to get nearly a decent cup of coffee, so unless you have the patience and a good 10 minutes up your sleeve to do this every time you want a coffee then I suggest you don't purchase this machine. Every time I make a visitor a coffee at my house the comments I receive are "WOW, that's a lot of froth" or "That's way too much effort for a push button coffee machine" or "That looks like a pain" and I always make sure to tell them NEVER to buy a Nespresso machine because this is what you get and I don't want any of my family or friends making the same mistake I did with buying this machine. This has turned me off ever buying another Nespresso product and I am very disappointed with the responses I have received regarding the performance of this machine. Unfortunately I had to give a one star rating because there was nothing less.”

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Posted 4 years ago

“Now that I own the machine, I wish I could get orders for the capsules! After a week, my order status is still “will ship in 24-48 hours”. It’s one thing to fall behind, but totally unacceptable to provide inaccurate information. I also called the help desk, and after 30 mins on hold, was only told “it should ship within a week”! Unbelievable!”

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Posted 4 years ago

“I returned a brand new machine and 400 coffee pods back in April/May and now they won't return my money. I have been kicked back and forth between their departments. The first time I called, they said they received my packages and I should get rid of my receipt (bad idea) and I will see my money in 15 business days. Nothing. I called back several times and finally, I got a refund/confirmation number from the rep on my last call (still no money), but they still said: "we will have someone call you back." It has been like this for the past 3 months and now I couldn't dispute the charges with my credit card company because it passed the 90-day mark. Only disappointment, frustration, and anger with this company.”

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Posted 4 years ago

“Passive-aggressive customer service. Machine broke after 6 months.”

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Posted 4 years ago

“The costumer service is the worst among all companies. I have never dealt with such a horrible service in my life. Ordered Coffee before pandemic to ensure I have some. 3 months later I still haven’t received the coffee, no one ever follows up, finally someone did two weeks ago and said the coffee is on its way. But again it never arrived. Any other company with this amount of mistake would try to at least follow up and offer things. It’s obvious that costumers don’t matter for Nespresso. Getting this machine was the worst decision I ever made. I hope no one else deals with this company.”

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Posted 5 years ago

“Do not trust them, they talk a good game but they do not deliver. Terrible customer service: after the money, that is it. AVOID!”

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Posted 5 years ago

“Capsules for recycling have not been collected after 4 weeks, 6 phone calls and 5 emails. Courier Yodel even told Nespresso that the capsules had been collected when they had not. Plain liars.”

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Posted 5 years ago

“After 6 phone calls and several emails my bags of capsules for recycling has not been collected after 4 weeks on my doorstep. Why use Yodel courier service when they don’t provide a service? Yodel have even told Nespresso that the bags have been collected when they have not. Plain liars.”

Helpful Report

Posted 5 years ago

“Great product but ordering on line painful website needs reviewing. But much much worse is waiting for Yodel to deliver if you pay up front you expect accurate updates not deliveries that don't turn up .or Nespresso customer services telling you Yodel courier will contact you direct.Trust me they don't appalling service again.Nespresso sort out your delivery service.Or sell your products in more shops.!!.”

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Posted 5 years ago

“15/8/19 Their delivery and recycling pickup is dreadful. So-called next day delivery seldom happens now. If the delivery is held to a Saturday they use ParcelForce whose non-staff drivers don't bother to complete their rounds. If Parcel Force deliver during the week they refuse to collect recycling packs. Nespresso think it's OK to send a second van round to collect the recycling - this is their idea of helping climate change! My current order was delivered on Friday by PF and although safe place - back door was specified and we were actually at home it was slung on the front doorstep with a note through the letterbox Recycling was refused so we left the bag on the doorstep from Monday to Thursday. Have just rang a stroppy woman at customer services who said that unless we ring to complain they can do anything!!! And having informed me that it can take 3 days had a go at me for not reporting it sooner! Decided that just putting it in the bin will not harm the planet more than their system. There is no such thing as customer service at Nespresso This is the 3rd time recently that delivery has been delayed and that recycling has not been collected. If it wasn't nice coffee I would leave!”

Helpful Report

Posted 5 years ago

“Nespresso customer service is about as non-existent as it's possible to be. They know absolutely nothing. Latest for me: have just spent 30 mins with the "Technical" Dept to ask how to interpret their water-hardness strip. This was too much for them. They had to keep messaging the manager but still couldn't give me an answer. Eventually offered an alternative person to speak to but it was never answered, although I held on for another 10 mins. What a shower!”

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Posted 6 years ago

“Be aware of the Hype, not all as expected !!!!!! Having been a Very loyal customer for over 16 years, I went into my Local Nespresso store to purchase some more capsules, ( must say Oxford store customer service excellent) we tried to then purchase a new machine, as I was such a Valued client so to speak ( I was told) being on the top tier of coffee purchases, now the story unfolds its turns out you only have to purchase 1 sleeve of coffee over a 1 year period. Now to my amazement i have been dropped by the wonderful Nespresso Customer service, and I am now back to being a standard member because I failed to not put my purchase on my account, I tried to explain I have been living in Spain, and the Spainish Nespresso system doesn't speak too the UK system, Tried to Explain all this to Them and guess what Not Interested, all that was given was a £20 goodwill gesture, no offer to reinstate my earned level of coffee purchasing, I have question it once again with them ? and again its been given as a geniune answer, because I cannot prove i purchased coffee whilst in Spain, its not their problem. Because I have several machines is the only reason I will purchase their Coffee, but if your reading this please be aware Being treated as a respected customer forget it, your just a number !!!!!!”

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Posted 6 years ago

“For the 4th time in a year we have had to chase up an order.Customer service advisor has a poor grasp of English and unable to verify us as a customer. We were put through to them from another dept. who had no problem. Oh & accounts ha recognised us as money had already left our account. Forced to email & now have to wait 1-2 days for a reply! Hopeless!”

Helpful Report

Posted 6 years ago

“OUTRAGEOUS POOR QUALITY UNCARING CUSTOMER SERVICE I purchased a Vertuo Nespresso coffee machine on 15/12/18 and was served by a Nespresso ambassador who also registered my machine to get my free 150 Vertuo coffee capsules part of their Winter 2018 promotion. The ambassador told me it would be delivered by 18/12/18, so when it didn’t arrive I called the Nespresso customer service help line who informed me that it was taking between 5 and 7 days. So I waited, then I got an email from Nespresso stating that they did not have the make or model of my machine even thou their ambassador registered the machine, I replied to the email with what they had requested. Due to my coffee capsules not arriving until after Christmas I did a 50 mile round trip to their store in Meadowhall Sheffield to purchase some capsules to use over Christmas. Today 27/12/18 I recieved my promotion offer of coffee capsules only to be dissapointed to see that they were the wrong capsules for my machine. I then called Nespresso’s Customer Service and was on the phone 32 minutes. They stated that my machine was still not on their system but agreed I did have a customer Number. The only thing they could do was to arrange for the wrong capsules to be picked up by currier on 28/12/18 and I would have to stay in all day because they could not give any time slots, and once the coffee capsules were received in their warehouse they would then send out the correct capsules. 😡🤯. For compensation of travelling over 50 miles spending over an hour on two phone calls and numerous emails, then having to stay in all day to wait for a currier to pick up the wrong coffee capsules that they sent, they offered me a £7.50p box of Nespresso chocolates, I turned this down and asked for two travel mugs, they refused this and offered me one travel mug. I Turned this down because I felt it did not compensate me in anyway. I really wish I had not bought this machine. Nespresso Customer Service is a waste of time because they do not provide any customer service.”

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Posted 6 years ago

“The worst customer service ever. I am a customer since 5 years. For the first time I received last week an order of 150 capsules totally damaged. I contacted the customer service that has done nothing so far. Thay have asked a list od the damaged capsules (that are 150 of different types). Now, you can imagine if I can spent hours counting the capsules. The company should take responsibility for this and send another package not damaged, That's it. But they don't even bother to reply to e-mail in a fair time, they chat online service is not working. They don't have a customer service basically. So if the customer pay in advance for the delivery and there is a problem , basically it's a customer problem and the company does nothing after taking the money for capsules totally broken. I will discourage all the people I know from bying a nespresso.”

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Posted 6 years ago

“It's been 4 years that I am ordering Nespresso online. My last order and the previous one arrived crushed and lots of the capsules were not useable. Today I opened another pack and 2 capsules out of 10 were crushed and coffee was everywhere. I contacted their customer services and apart from not being helpful the rude lady on the phone was extremely unhelpful. They asked me to email a list of how many capsules were crushed with the name of each and photograph of every single one!!! Who in the world has time for this?!! I can say this was the WORST customer service experience that I have ever had. THIS IS NOT ACCEPTABLE. I will try my best to make clear to everyone I know that Nespresso don't value their customers and treat them awfully despite years of loyalty and having spent a small fortune on their coffee!”

Helpful Report

Posted 6 years ago

“It's been 4 years that I am ordering Nespresso online. My last order and the previous one arrived crushed and lots of the capsules were not useable. Today I opened another pack and 2 capsules out of 10 were crushed and coffee was everywhere. I contacted their customer services and apart from not being helpful the rude lady on the phone was extremely unhelpful. They asked me to email a list of how many capsules were crushed with the name of each and photograph of every single one!!! Who in the world has time for this?!! I can say this was the WORST customer service experience that I have ever had. THIS IS NOT ACCEPTABLE. I will try my best to make clear to everyone I know that Nespresso don't value their customers and treat them awfully despite years of loyalty and having spent a small fortune on their coffee!”

Helpful Report

Posted 6 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 17%
Accurate And Undamaged Orders	Greater than 76%
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

Nespresso Reviews