Nespresso Reviews

Name: Nespresso
Rating: 1.80

1.8 Rating 358 Reviews

18 %

of reviewers recommend Nespresso

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Metrics

1.8

Based on 358 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 15%
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

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“Darn…. Nespresso makes a wonderful product but Customer Service is horrid… WE have been Nespresso customers for at least 10 years… it makes no difference. IF you buy a machine…be prepared to buy your pods elsewhere…”

Helpful Report

Posted 2 years ago

“Nespresso customer service is very bad. I would never recommend anyone to buy it. After spending 2 hours with the agent, they didn't know what they will speaking about. So many contradictory information from the agents. Poorly trained and bad experience”

Helpful Report

Posted 2 years ago

“I can’t believe how bad this business is. My coffee delivery doesn’t turn up, even after spending 28 minutes speaking with an agent- who was clueless and badly trained. I have had multiple issues over the last yr - They don’t deserve their position in the marketplace at all. Avoid”

Helpful Report

Posted 2 years ago

“It has been 18 days since I ordered and paid for that order, and still no product. There has been no correspondence or communication as to the delay. I've followed up twice, have been given two different delivery dates, both of which have come and gone.”

Helpful Report

Posted 2 years ago

“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.”

Helpful Report

Posted 2 years ago

“Shipping has gone down hill since they started using Veho. Go back to UPS. 2 weeks and still waiting for my order. It used to take a few days.”

Helpful Report

Posted 2 years ago

“From the time I ordered and paid for that order it has been 16 days and still no product. The customer service rep argued with me and said if it came by the 21st it would still be on time. Terrible service.”

Helpful Report

Posted 2 years ago

“I have had my Nespresso for 2 days. I have had to call 3 times so far to try to resolve 2 issues and the second issue is still not resolved. Then I was hung up on. The actual nespresso machine works well but the customer service is making me think about returning it, especially as it’s been a hassle to even order the coffee.”

Helpful Report

Posted 2 years ago

“They sent the wrong coffee. When I spoke to their Rep it was agreed that they would send the right order at no cost. Several hours later they sent me an invoice with payment instructions. I am a new customer and this was my first order. Give up Nespresso and get the pods out into the retail market, because, honestly you suck at customer service.”

Helpful Report

Posted 2 years ago

“The absolute worst cup of coffee I have ever had anywhere. I bought a Nespresso Vertuo Next. I tried every single flavor pod. They were all bitter. I called customer service and she looks at my purchases and says all their coffees from mid-intensity up are bitter. What?? I have never heard anyone say they sell "bitter" coffee. They certainly never advertised it. "Hi, we sell bitter coffee. You'll love it". Honestly, she told me herself they were all bitter. I like dark coffee, and no matter where I get it, it's great. This simply stinks. I will have to toss the machine and get a Keurig again which made a better cup of coffee. It's xmas....DON'T BUY ANYONE A NESPRESSO VERTUO NEXT, and if you get one, return it. I have spent a fortune on pods--they can be close to $2 a cup. They certainly got something wrong. Oh, and I did a cleanse and descaling which they said would help. Nope. Bitter coffee, horrible bitter taste in my mouth. Stay away and save your money.”

Helpful Report

Posted 2 years ago

“Worst aftersales ever. Appliance was broken within the month. collection day confirmed and rescheduled by Nespresso itself due to internal error. As we had a dinner party, I had asked to get a replacement device. This was not possible or I had to buy 400 capsules. Ridiculous while the fault lies with the company. On this, I asked to be contacted by an after-sales service manager. I was never contacted and a week after picking up my defective appliance I still have no news.”

Helpful Report

Posted 2 years ago

“Nespresso's policy is so ridiculous. I am trying to exchange the machine I purchased but every time they run out of stock for the one I want. They said because I paid I lost my advantage. It would be unfair if they reserve it for me. The priority is for the new customers, not the ones who already paid the money. To the person who wrote Nespresso's policy, your logic is so hilarious. And the customer service department exists to make your life hard. I hate my experience with Nespresso by all means. I called to make sure the boutique have the machine in stock. By the time I got there which took 20 minutes, they didn't have it. Not only that, there was no way I could reserve it since I wasn't going to pay and I just wanted the exchange.”

Helpful Report

Posted 2 years ago

“I have try hard in the last month to get a collection of my used coffee capsules. I have been in contact with support and received the same assurance they will be collected in 3 days. I am still waiting to be contacted by the support team but like the collection I won't be holding by breath. Not much of a service”

Helpful Report

Posted 2 years ago

“Very unhappy with the customer service I have received. I was given a gift of a Nespresso view cups and saucers. I have ended up being sent to two different stores to replace same, and no member of the Nespresso team could help. When I phoned customer service, 3 different members of the Nespresso team couldn't understand me and couldn't help. I asked for a manager to phone me back and I was told they would, they didn't. The Nespresso customer service used to be excellent, both in person and on the phone. Sadly this is no longer the case. The customer service is now beyond appalling.”

Helpful Report

Posted 2 years ago

“Bought a Nespresso Pixie in 2013 and still operates perfectly. I make 4 capsules per day. In 2019 bouu is got an Essenza Mini and love it. I sold my Pixie to a friend who loves the Pixie and coffee. I convinced my brother to order a Nespresso Essenza he loves it so much and says Nespresso is the best coffee he has ever had. We both have Italian pump machines and no longer use them. Nespresso delivery is fast next day or two days after calling in order. My brother and I have now something in common. We both love a Nespresso!”

Helpful Report

Posted 2 years ago

“I won a Nespresso Vertuo Next in a raffle at a fundraiser. After about 2 weeks, it stopped working. I had already purchased $60 worth of capsules, so I called Nespresso to get help. They were incredibly helpful! They did a video call with me and walked me through troubleshooting of the machine. We were able to get it working again but it leaked water everywhere, so they told me they would send a new machine for free to replace it. I had wasted a sleeve of capsules trying to get the machine to work, so I asked if they could send me replacements of those for free. They did! 4 days later, I have a new machine that works great and plenty of capsules. I am so impressed with Nespresso's customer service.”

Helpful Report

Posted 2 years ago

“I have called customer service three times and emailed as well. I have a warranty on the Zenuis machine. Customer service made an excuse for not have a tech come to service because they couldn't find the invoice on my account the machine was bought. No one has followed up.”

Helpful Report

Posted 3 years ago

“What has happened to this company? They used to be second to none for customer service and delivery- now they are shocking. I recently ordered over 450 capsules- this was 3 weeks ago - first order they can’t tell me what happened but after 8 days it still wasn’t despatched apparently and so they put it though again - was apparently delivered yesterday but not to my address so parcel is lost! This will be the third time I have to make the same order and I am furious. Have also asked what they intend to do to compensate me - they want to put a credit on my account - no thanks- I have ordered enough capsules to last for ages - I want a refund compensation on my card - but apparently they don’t want to do that. I asked to speak to a manager- they will call me back …..in approximately 4HOURS???? What kind of customer service is this?”

Helpful Report

Posted 3 years ago

“I’ve had a Machine for over 5 years ever time I’ve ordered coffee it’s been messed up so I get my coffee locally!!!!! My Machine finally broke I ordered another one! It took two weeks for it to get here. I’ve called probably 4 times in that 2weeks! There customer service sucks they put you on hold several times trying to get you to calm down are hang up! The last time I called a young man informed me I could get a refund & keep the machine, I informed him that I didn’t trust them because they lied to me serval times! So he sent me an email about my refund, that it should be back on my card in 3-5 days, which that didn’t happen! So I called about my refund, they said I would get my refund and I needed to send the machine Back, I told him he was a idiot! I will call the Better Business Bureaus on the knuckle heads! Would like to get them all in a room & tell them what I think, amongst other things!! I’m so done with them, I will thrown this machine out in the trash & go buy a different kind on coffee machine, besides They are no good A—Holes! So if you reading this, look at all other reviews they are all right on the worst of the worst!!”

Helpful Report

Posted 3 years ago

“Nespresso has listed a department of defence number as their warranty and nesresso club number. They have been asked to remove it constantly over several months”

Helpful Report

Posted 3 years ago

Nespresso is rated 1.8 based on 358 reviews