Nespresso Reviews

Name: Nespresso
Rating: 1.83

1.8 Rating 345 Reviews

18 %

of reviewers recommend Nespresso

Company Reviews

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Metrics

1.8

Based on 345 reviews

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

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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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Very poor customer service. They're not trained well about their own services, like they're boutique locations or order processing time. Coffee pods took over 2 weeks to arrive. When I called to check on the status of the shipment, I was told something went wrong and they're placing my order again (which would probably take another 2 weeks to arrive). So I asked to cancel the order and I ended up going to a boutique to pickup. A couple of days later, my original online order (which I cancelled) arrived at my door. When I notified Nespresso, they told me to retuned it at my cost or I'll be charged for it (a mistake they made). A lot of time wasted on call which I ended up not being compensated for. Considering returning my machine due to the bad experience I had with them.”

Helpful Report

Posted 3 years ago

“Had to send back our new Nespresso machine twice as it was leaking. Company sent it back unfixed. Eventually they sent us another one that needed descaling after only a few weeks and is now stuck on descaling mode. Coffee only luke warm. Very poor product.”

Helpful Report

Posted 3 years ago

“I placed an order and was told it would arrive in 1-2 days. It didn't arrive. I called customer service multiple times and was given multiple different dates of delivery. It is now 12 days later and I still have not received my order! The customer service call center is manned by the WORST representatives in the industry! I'm reporting fraud and disputing the charge!”

Helpful Report

Posted 3 years ago

“Worst worst CSR. Very rude!”

Helpful Report

Posted 3 years ago

“I usually do not write reviews but I bought my machine a year ago and I have to throw it out now. It stopped working after 5 months. The customer service is horrible. The first time I called I was told that I will receive a box to ship back and they will fix it. The lady told that it will take a while. I waited for 2 months and when I call back again. The person who answer the call told me that she cannot verify my information and hung up the phone on me. I called back again and her colleague said she can help me and resend another box for shipping. I waited another month and today I called back. The person told that he will send the box for me again. I cannot do anything but throw a machine. The interesting thing is that I had great service at the store all the time. I had an old machine that I had no issue with before it got old. I had no issue verifying my name or account at the store. I bought the machine at the store and had a great experience until I have to deal with some kind of defective machine. I just want people to be aware of the potential issue.”

Helpful Report

Posted 3 years ago

“In app you get offer what disappear after check out and when you try to asked customer service, make you feel like you liar and without screenshots they can’t help you. This was happen my friend too. Look like Nespresso just lie about offers.”

Helpful Report

Posted 3 years ago

“Hi, Just wanting to let people know if you have a return (machine or accessories) to make to Nespresso beware. It takes a REALLY long time to get a refund if you even get it at all! I will never order anything from them unless I'm absolutely SURE I want it. It's been 17 days and they keep telling me they refunded me my 200.00 back on my account and I have still not received it - and you get a different scenario from each person you talk to, I'm very disappointed at the Cust. Service for this and shocked it's so sketchy and misleading. It's a great product and they are very quick to get it to you but it you try to return something - be prepared to wait and wait wait. I'm so sorry I even attempted to purchase anything again as my nespresso vertuo deluxe plus completely stopped working only after 2.5 years and to fix it cost almost as much as a new machine. I would purchase another machine from another vendor for sure next time. Huge Mistake!”

Helpful Report

Posted 3 years ago

“The tracking system on their web is not updated for 5 days. It is not possible to communicate with them via email. Very frustrating. I won't buy capsule online from them EVER.”

Helpful Report

Posted 3 years ago

“useless, I had called customer service to help me set up the app on my phone and connect it to my machine, they asked for all the security questions as it was a bank! the machine was offered as a present to me! However even after that they were not able to help me and ended up the conversation saying a someone from the technical department will call me back and I have never received a phone call back! Also, I have bought reusable pods that are not even working, after the first time I have never been able to reuse them! I have contacted the customer service online and the person at the other end was not even respectful, they were talking to me as we were lads! Still nothing has been solved as apparently the reusable pods is not manufactured by Nespresso! Bad customer service, I do not recommend it!”

Helpful Report

Posted 3 years ago

“The worst experience ever! They took money over two weeks ago and still do not deliver anything. Also, they refused to refund money to me. Do not use this company. Better to buy at Canadian Tire and any other store: at least you will get what you have paid for.”

Helpful Report

Posted 3 years ago

“My machine is not two years old. I have constant issues with the aeroccino. I've bought multiple whisks(only available over phone and you pay shipping) I've bought new aeroccino, lasted one week. So frustrating. Had to buy my own box to return it. Would never recommend this product”

Helpful Report

Posted 3 years ago

“I have spoken to 3 CSRs 4 times since I bought my machine less than a month ago. I have been trying to get a $25 promo credit applied to my first purchase and I cant seem to get a straight answer. The first CSR promised two times she would call me back and never returned the call. The 2nd CSR I spoke to stayed on the line while I filled out all the proper on-line forms and I even received 2 emails from Nespresso. First email- Stated they received my registration and gave me a Registration ID !!!!!!. Second email said "The order number !!!!!!!!!!!! has been attributed to your purchase, even though I had not made a purchase. I was ready to place an order tonight and could not find where the gift credit was applied to my account so i called the toll free number to get it sorted out and the lady told me she could not find my account number. I gave her my registration# and phone# to locate and she said there is nothing in their system for me. I am ready to take this machine back to where I bought it and get my money back. I am giving the last CSR 48 hours to call me back otherwise the machine goes back. Never dealt with such a mixed up, confused, incompetent company. I don't blame the CSRs. The incompetence starts at the top”

Helpful Report

Posted 3 years ago

“Terrible service and useless and incompetent staff. I placed the order and then got the message that the order is placed successfully. When I visited the store to pick it up I found out that something is wrong with the order and they don't have it. I called customer service but they said: something went wrong with the order, we don't know what exactly and don't know when it will be sorted out. So basically if something went wrong you are on your own.”

Helpful Report

Posted 3 years ago

“In Denmark the customer service is absolutely appalling! It is the second time I have the deluxe version of my Nespresso machines break down. The second time they get shipped to Germany, telling me it can take up to 5 weeks. The second time I am passed the five weeks, called to remind them and ask what is going on?! No offer of a replacement yet, no alternative coffee machine in the meantime- so I have had to buy a second hand one in the meantime. I have asked for a name, and they will not give me their surname, nor their manager's name in Sweden. Just "Support" department. Transnational BS, placing the blame in other countries or colleagues on sick leave ( 2nd time I get this one) and therefore the messages have not been passed on!!! I am still waiting for their call back- it is now coming up on 6 weeks and I have to hunt THEM! An utter disgrace!!!”

Helpful Report

Posted 3 years ago

“Very bad service”

Helpful Report

Posted 3 years ago

“It's a shame website is poor - clearly not been through UAT at design and development. Its not intuitive and makes it very challenging for the user. Clearly doesn't meet Web Content Accessibility Guidelines which means 1 in 4 people would not be able to access it. Would not recommend”

Helpful Report

Posted 3 years ago

“neverrrrrrrrrrrrrrrrrrr order directly from their website. i am STILL trying to receive coffee from July 10th after 3 tries. They've either had delays, sent it to the wrong area, and RUDE customer service people, saying I was not allowed to cancel my order. You are better off buying these products from Amazon. Worst experience of my life and I have yet to receive my coffee.”

Helpful Report

Posted 3 years ago

“It’s a good thing the coffee is so good or I’d be returning my machine. I had the WORST customer service all 3 times I had any communication with Nespresso. My machine has never worked and we got it in may. After going through troubleshooting, they said they’d send me a new machine In 3 business days. Never came. I waited 2 weeks and finally called them. They said oh your delivery was cancelled because we don’t know that you actually purchased the machine from Nespresso. I said, ‘my order was cancelled and nobody emailed me to let me know?’ Apparently you have to email your receipt to them but the service rep on the troubleshooting call did not tell me this. So I email the receipt that day. Nothing. No email a week later. I email again asking if anyone has received my emails. Nothing. I finally started another chat today and she told me they received the receipt. I said ok great and she tells me they can start the shipment process for the new machine. Was anyone going to email me or call and say they got the receipt and will ship out a new machine. Nope! I had to contact THEM. So apparently it’s now on its way but I won’t hold my breath. Even the last chat I had today, they didn’t end it with ‘thank you for contacting us, have a nice day.’ I said it to her but there was nothing back. So I waited and realized she had just left the chat. I mean wow. When I go into the store to buy my coffee, they’re not even friendly. I am just glad the coffee is so good. It’s the only positive experience I’ve had with Nespresso. The taste.”

Nespresso 1 star review on 9th July 2021

Helpful Report

Posted 4 years ago

“Nespresso Coffee is good. I've just had a pretty terrible service experience and the Company doesn't seem to care much.”

Helpful Report

Posted 4 years ago

“Gran Lattissima Coffee Machine Mine is going back to Nespresso for the 3rd time in 3 months to get the light off on Monday 21 June 2021. I got it back from its last repair on the 12 May 2021 & the time before I got it back on the 29 March 2021. All because of the descale light being stuck on. I am so tired of them not admitting this is a fault with the machine. Their customer service just insist that I measure water to the millimetre because that’s the problem according to them. For 15 years I’ve had Nespresso machines & never had a problem with desacling a machine. This one has been a problem from the start & all over Amazon USA it’s the same. I insist now they collect it, not make me mess about with stupidly measuring to make it right - which doesn’t work. They refuse to admit it’s anything other than me being an imbecile who runs a dirty machine. It’s not a repair they tell me like a time waster every time, it’s basic maintenance they tell me, insinuating I don’t do it. Yet they descaled it in May & March & now in June I try to descale when the light comes on & it’s stuck, yet again. And when they return it, they’ll tell me it’s clogged & just needed to be descaled. You can’t speak to a manager without a call back, they only do those on the same day & don’t seem to fathom that I might work. I am going to attempt to get a acquiescence of fault on Monday when I call on my day off but I really expect to get the same useless customer service I get everywhere even then. Not our fault, it’s yours M’s Leslie. I’m ready to throw it in the bin tbh & go back to a lattisima touch. I’m sorry if you bought this. It’s seriously flawed. Proof available on every point made above. Best Wishes, Lucy Leslie”

Nespresso 1 star review on 18th June 2021

Helpful Report

Posted 4 years ago

Nespresso is rated 1.8 based on 345 reviews