Nespresso Reviews

Name: Nespresso
Rating: 1.83

1.8 Rating 345 Reviews

18 %

of reviewers recommend Nespresso

Company Reviews

Questions

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

“The security questions to order coffee are ridiculous and frustrating. I had my customer number, could confirm name and address and credit cards on file but they would not process my order. I could not exactly recall what day I ordered coffee, what the value was and how much... who really remembers... what is the point of having a profile and customer number..... my bank asks less security questions. And the colour of my pixie is black but they not it on file as alimnignon.... French for grey / aluminium. The machine is black so because I got that wrong... the first rude csr would not process my order. My second attempt found a person who was more helpful and sympathized with the stupidity of a gauntlet of security questions to order coffee!!! The customer service sucks.”

Helpful Report

Posted 3 years ago

“From a lost machine and damaged and missing coffee orders to a refusal to honour their three year warranty on machines as new as three months old I have lost confidence in this company. The machines are very unreliable. I have five broken (leaks or error lights on) and despite running around carrying out all tests and proving that a machine was still leaking most coffee into the pod collector I was told that this was alright (so why didn't it do it from new?) I have since been told that, even though the machines are broken, I have to call their tech (lack of) support for each one. If something is broken a telephone call is not going to magically repair it! When I received an order from Yodel, the box was damaged but it was only on opening it that I found lots of missing sleeves and many of the rest were squashed flat (trodden on?) so unuseable. Nespresso initially only wanted to credit me for the missing ones - have they ever tried fitting a squashed dusty pod in the pod holder? As you can tell, four different breakdowns in two years and shocking customer service says something is wrong.”

Helpful Report

Posted 3 years ago

“we spend tons of money ordering coffee from NESPRESSO and if never comes on time or never comes and they have to re-ship the coffee. We pay 6.95 for shipping each time and never get it until weeks later.”

Helpful Report

Posted 3 years ago

“Nespresso does NOT care at all about their customers. I have been a Nespresso customer for years and 6 days ago placed an order online, including a new machine. A few hours later, while the order was still listed as “pending” I called Nespresso to add an aeroccino at the reduced price when also purchasing a coffee machine. The company representative told me that she could not add this to my order so I told her to cancel my entire order immediately. Today, six days later, I notice an email from UPS stating I have an order to pick up; it is the Nespresso order that was supposed to be cancelled the same day it was placed. The company totally ignored by instructions to cancel the order immediately. I called Nespresso today and informed the company representative about all of this. She also told me the aeroccino could not be added to the original order and that I now had to pick up my order from the UPS store, print off a return label and then return the order. Are you kidding me! I told her that I shouldn’t have to even pick up the order at the UPS store when it had been cancelled three days before the shipping label was even created. I told her that good customer service would have told me that the aeroccino could not be added to the original order but that Nespresso would be happy to send me an aeroccino separately at the reduced price. Nespresso is definitely only interested in the money and not at all interested in customer satisfaction! I no longer like Nespresso at all:(”

Helpful Report

Posted 3 years ago

“I have a Nespresso Subscription and ordered pods with next day delivery, 15 days later Yodel has lost two deliveries and attempted to deliver the third replacement to the wrong address. Despite using the same address for the last 3 years.”

Helpful Report

Posted 3 years ago

“❌️Uma marca que se apresenta como lider e de bons valores mas faz promoções limitadas no tempo e sem um aviso próprio e claro. No final não serve os clientes...❌️”

Helpful Report

Posted 3 years ago

“I called today to order Vertuo capsules. I spoke with Ricardo, whom was a horrible representative. I told him from the beginning that I was calling because I wanted to order 20 capsules but I already had the promotional gifts that were offered. I explained all of this in detail to Ricardo and asked to scope out the offered item for another. He put m on hold and came back and said the manager denied the claim and said it could not not be done. I asked him to try again and say that I would be happy with a lesser valued item. He came back again and said that it could not be done because the pro motion item is the promotion item. I then explained to him that I have done this in the past when I have already received bed the promotional item and that it would be a duplicate for me. For me, just tell the truth, put please don’t lie. POOR customer service. If I find a comparable espresso machine, my business of 3 years will go elsewhere!”

Helpful Report

Posted 3 years ago

“Bad CS experience ever! Wrote on chat and got reply from csr " I hope you are doing great " and disconnected me. Wrote a second time to ask to cancel my order same csr decided to give me advice instead of taking care of my request. I have been advised to buy at boutique. Very nice we don't have boutique in the city. Told him that and guess what! He disconnected me again! With reply thank you for contacting us if you any any other questions call us! What??? It's a joke and not CS. Called y to o the CS centre. Have to admit the lady was very nice and even apologized for the chat, said she will try to help me but guess what! She was supposed to call me and it's never happened. Today I got notification that my order has been shipped. Ridiculous.”

Helpful Report

Posted 3 years ago

“Emailed the Chief Exec directly to ask him to listen to the 27 minute call I had to get a refund… Needless to say he passed my email on to the Customer Relations Team - after I had specifically asked him to listen to my recorded call. It’s quite evident to me that he views customer service as someone else’s responsibility and not his… Every time I have phoned Nespresso it has been a nightmare - never mind that they seem to think they are a bank - evidenced by the completely over the top security checks. And when you have, eventually, remembered the necessary details the front line staff can’t help you! As for the website and app - it’s style over substance every time - ‘use-ability’ is dreadful. Sorry Nespresso - you’ve had several chances to get things right for me and you have failed, miserably, every time. The Vertuo is going straight on to eBay today - I’ll get some money back and won’t have to pay £400 a year for coffee (!!!!) Amazing that they can afford to hire Mr Clooney for their tv ads but can’t equip their staff or ‘managers’ with email. No, seriously, they can’t email a customer….in 2022! Avoid.”

Helpful Report

Posted 3 years ago

“Service livraison nul de chez nul à fuir”

Helpful Report

Posted 3 years ago

“You sent out an email with a $40 promotion. So I replied and ordered about $200 of coffee .. 250 capsules. I did not complete the order. A few hours laterI I received an email reminding me to complete the order. So I clicked ORDER NOW and the system took me somewhere with Vertu coffees. I tried a number of times with the same result. So I went to your on line attendant. As I am typing in my problem the attendant flipped into a customer survey asking about my experience. Then I called the telephone number on your web site and ended up in your business call centre with someone who barely spoke English and had no interest in listening. She finally managed to transfer me to the individual call centre ... but not before asking me a series of questions about how satisfied I was with the service. So I ended up with a different person who could take the order. Clearly there is a serious management issue. No one had done systems testing. The staff training was severe lacking. Based on my experience I would not deal with Nespresso except for the fact that your coffee is quite good. By the way .. I usually order coffee a couple of times a year spending about $500. I have one of your Miele branded coffee machines with the carousel.”

Helpful Report

Posted 3 years ago

“EasyOrder failed to arrive; no notification.”

Helpful Report

Posted 3 years ago

“Seems like I’m not the only one. Ordered on March 26, order never arrived. Called, got the runaround and so I cancelled. Never got a refund. Called on April 25, and was told it could take up to a month. Just spoke to a supervisor who said that that wasn’t true. Miraculously, the money appeared in my account. Horrible customer service! I’m done!”

Helpful Report

Posted 3 years ago

“BEWARE N’Espresso. I would have never bought this machine had I known how awful customer service was in trying to track down my order that is ‘in progress’ for shipping’. Lousy customer service. The Customer Service ‘Manager’ would not even give me the name of the N’Espresso Canada CEO, told me to Google it myself, she was too busy. Another business that is doomed t fail by its own Customer Service!”

Helpful Report

Posted 3 years ago

“Nespresso insists on shipping with FedEx. FedEx drops out deliveries anywhere they please and the elements take their toll. Nespresso takes no interest in our dilemma. There is no way to tell Nespresso that our delivery has not arrived and, contrary to their only solution, no way to complain to FedEx that would result in a solution.”

Helpful Report

Posted 3 years ago

“This is a review for their customer service and if I could, I would give them 0 stars. I ordered coffee for a business, and we have concierge 24 hours. You are not notified when your order arrives, or what the status of the order is, you need to track it. Which I did, only to find out that my order was returned. I called Nespresso and they said that it was refused by the concierge, which is not true. I asked by which concierge, they had no idea. The money gets refunded in more than half a month. I asked their customer service to place the order again and he refused to help me out, he said that I have to go to their website to order all over again. He was unsympathetic on the phone and had cookie cutter responses - I felt I was talking to a wall. Very bad customer service, I regret having a Nespresso machine.”

Helpful Report

Posted 3 years ago

“Absolute worst customer service. Don't use these machines - absolute garbage from top to bottom.”

Helpful Report

Posted 3 years ago

“There is nothing wrong with my machine. It works as advertised, very well. Further, I have found the company's customer service doing their best to be helpful and respectful. But based upon the fact that I was a part owner of a coffee shop in Oregon, I have some experience with espressos, single origin and blended coffees. My issues are these: 1.) There is very little distinction in flavor between Nespresso's espresso pods. The same is true with their coffee pods. 2.) Every single pod consistently spews out foam. For some drinks, foam is appropriate. For an Americano? No. For a basic cup of coffee? Blech!”

Helpful Report

Posted 3 years ago

“Got a Nespresso coffee machine as a gift for Christmas. Within 3 months the machine had broken down, I had used the machine approximately 10 times. After numerous attempts to get help through Nespresso and after having to spend extra money on 'extras' to 'fix' the problem they took the machine away to be repaired. When the machine was returned to me it wasn't my coffee machine, but someone else's damaged machine! Each time I phoned to complain I was told their system was 'down' and they couldn't help me. Interestingly enough, when I needed to purchase coffee pods or descaler their system worked perfectly! Do yourself a favour and avoid Nespresso, the only thing they excel at is systems abuse!”

Helpful Report

Posted 3 years ago

“I have a machine that has a fault, outside guaranty. I was initially willing to pay for repair. Here in Norway it is nearly impossible to get help. I just wanted to know were I could repair. Business help: they answer, but are not willing to help. They cannot answer where I should go and repair. They route me to a phone number. Private help. They send you an no reply email, offering no help, no information unless the same phone number as business did. Phone number: when calling nobody is answering. Nespresso, Con Gratulation, you offer a rock buttom bad service.”

Helpful Report

Posted 3 years ago

Nespresso is rated 1.8 based on 345 reviews