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Nespresso Reviews

2.0 Rating 286 Reviews

21 %

of reviewers recommend Nespresso

Company Reviews

2.0

Based on 286 reviews


Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 16%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Under An Hour
Customer Service	1.5 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

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Nespresso 1 star review on 9th April 2024

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Nespresso 1 star review on 28th December 2023

21

Anonymous

Anonymous // 01/01/2019

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

“I have been a customer for now 11 months ; each order has been $100.00 if not more! This last time I had to write due to the fact that I’m placed an order for$ 126.00 it usually takes 2 days to arrive well after 6 days of not receiving it I called I was told it is in its way 3 more Days passed and still no coffee… i now Called a third time because I haven’t Received it still ! No email no notification nothing! They said they will Expedite it … I told them I would Like it sent next day … they cannot Do that … they took my money gave NO information that tells this customer my order is lost! I said how About the boutique in garden city can They deliver it… I was told I can go pick it up! Expedite is an action , nit The press on a button! And this is terrible Business! And they are raising their prices! I know I am Very very lucky to be able To afford such great coffee but the company should Also be Lucky 🍀 to have great customers and Keep them! Janine LB,NY”

Posted 1 year ago

“I have been a customer for now 11 months ; each order has been $100.00 if not more! This last time I had to write due to the fact that I’m placed an order for$ 126.00 it usually takes 2 days to arrive well after 6 days of not receiving it I called I was told it is in its way 3 more Days passed and still no coffee… i now Called a third time because I haven’t Received it still ! No email no notification nothing! They said they will Expedite it … I told them I would Like it sent next day … they cannot Do that … they took my money gave NO information that tells this customer my order is lost! I said how About the boutique in garden city can They deliver it… I was told I can go pick it up! Expedite is an action , nit The press on a button! And this is terrible Business! And they are raising their prices! I know I am Very very lucky to be able To afford such great coffee but the company should Also be Lucky 🍀 to have great customers and Keep them! Janine LB,NY”

Posted 1 year ago

“I dont know what has happened to Nespresso but the service is a total disaster. 1.They are happy to promote their brand as green, and environmentally aware – advertising that they collect your used capsules for recycling. However they only do this by phone. Even as a platinum customer this cannot be done when placing an order online. 2. I ordered a collection of 3 bags of used capsules 3 weeks ago, they quote an SLA of 2 days. They didn’t collect them. A week later I phone and ordered collection again, by now there were 4 bags. AGAIN they were not collected. Last week I called and complained and asked that the matter be escalated – the SLA changed to 5 days for collection and the bag amount was increased to 5 bags. I came home at the weekend to find they had been to my home, but took only 4 bags, and left one at my front door. 3. Unbelievable !!! I checked the complaints policy – chat and phone only. Tried chat – wait time of 40 mins, 39 customers in the queue!!!!!! I cant wait on the phone any longer. What a shame – such a good idea, GONE COMPLETELY DOWNHILL – AVOID LIKE A BARGEPOLE Date of experience: 17 December 2022”

Posted 1 year ago

“The WORST customer service experience I’ve ever had. I ordered a Vertuo next machine for my mom as a Christmas present (since we won’t be spending it together) but upon receiving it, we realized she got the wrong machine! She went to the nearest boutique to get it sorted, where they VERY rudely told her that “it’s an online order, they had nothing to do with that and so it’s not their problem”, then told her to contact online customer service. But since I ordered it, I was the one with all the info, so from abroad I contacted nespresso online. They asked me why the boutique wouldn’t accept my return, and when I told them, their answer was that their shops can refuse it if the item is not in stock. So A) why did they ask me what they said in the store and B) why did the employee at the store not say that? What was supposed to be a nice surprise turned out to be a whole ordeal that is still not resolved, and my mom will have to deal with it. What a great way to start this years Christmas! Thanks for nothing Nespresso.”

Posted 1 year ago

“Would rate this organization in negative numbers if possible. We were one of Nespresso's original customers. We have 9 machines (not counting the two defective units awaiting replacement). I just cannot believe that Nestle would allow Nespresso customer service to degrade into what is currently is. It is impossible to contact a customer service/retention representative in the United States. You cannot even attempt to talk with the employees at a "Boutique" as the phone numbers are the toll free numbers whic connect the customer with one of the numerous "offshore" CS call centers. The CSRs are poorly trained and unable to resolve issues. The chronic fulfillment issues and late delivery performance of the past has not improved and most recently...replacement of two defective Vertuoline machines has been "bungled" in classic Nespresso form. This company most effectively conveys the message that it does not care (at all) about the people who spend obscene $ on over priced coffee and unreliable machines. In my professional opinion...this organization demonstrates "best practices" in customer alienation. 22years as a customer and that means nothing to Nespresso/Nestle. There are much better entities with which to do business. I've had it with Nespresso.”

Posted 1 year ago

“The worst customer service experience in many a year. A load of lies and false promises. Make sure you get copies of their promises etc. seriously considering binning my machine as a result.”

Posted 1 year ago

“Ordered a machine online on a Friday evening from the Nespresso website. Although the ad referred to being able to pick up the machine from a store, while completing the purchase they system offered only either delivery to home or pick up from a Canada Post location. Website indicated that orders completed after 16:00 will be processed the next business day only. I called Nespresso and the agent confirmed that I can pick up the machine at any store no problem. When I arrived to the store I was told I cannot pick up the order there and their ordering system does not allow them to transfer the order to the store. I called customer service and requested a cancellation of the order, and they confirmed the cancellation. I was told that a refund will be issued in 10 days to 2 weeks. So I purchased the same deal in the store. On Sunday night I received an email confirming that delivery will be done next week. So I called customer service again and asked why is a delivery still being attempted since I already cancelled the order 2 hours after placing it on a Friday night and they indicated that orders completed after 16:00 and during the weekend and will only be processed on a Monday? All they could tell me was to reject delivery and as soon as the machine comes back to them they will issue a refund. Which I did. The next day I called customer service again to enquire about the refund and I was told that there was a "second package" sent out and I still need to reject delivery of the second package before a refund is issued. One week passed and there was no attempt to deliver a second package. So I called customer service again to enquire about the refund and I was told that Nespresso policy is to issue refunds 30 days after cancellation only. Throughout the process, all the customer service represenatives I talked to were very agressive, rude and not friendly. They offered conflicting information, which only confuses the customer and were not helpful. None of the refund and cancellation information was spelled out in writing on the website before the purchase was made, so I guess the customer service representatives were free to make up whatever answer came to their mind. Let's see if Nespresso will ever refund my money. 3 weeks passed since the cancellation of the order at the time of writting this review and I still have not received a refund. Moral of the story: Their customer service is non-existant as they do not aim to serve the client. Once you buy their product prepare to be on your own. After my experience, I am left wondering if they will ever honor a warranty on their product, or if they will ever listen to the client, instead of dicating orders of their position. If they ever do, how long will it take to get it fulfilled. If you still insist on buying a Nespresso product, buy it from Amazon as they are much easier, friendlier and more professional to deal with than Nespresso.”

Posted 1 year ago

“Order from Amazon instead! I ordered a machine and pods for black Friday (11/25) and it has been nothing but problems. I was excited to receive my package 11/29 only to find it was my free gift of a pod jar and nothing else. Called 11/30 where a rep then told me it would take 7 to 10 business days for them to reship the items I was missing. When asking to escalate the shipping since this wasn't my fault, I was told they were very busy and there was no expedited shipping available. After being on the phone for a long time waiting to speak to a supervisor, I was then offered the option to pick up from a boutique but upon checking it was over 2 hours away for that option. I finally spoke to a supervisor who then advised she would ship out for next day shipping but it might take a couple days even though it's next day shipping. This was an hour phone call! Looking at the new order slip, it was now missing my quick start guide for the machine and the free pods that were supposed to come with my purchase. After all this hassle I was going to get fewer things than I actually should have received! I didn't have time to call again so I chatted with a rep who is sending me a separate order for those items. I just today, 12/3, received my order confirmation that my items are ready to ship. Looking at the tracking for that, it's showing I may not receive it until Thursday 12/8 even though I was told next business day and that showed on the order itself! I ordered 11/25 and may receive some items 12/8 and that's not even all of my items, still having to wait for an additional shipment. I'm extremely dissatisfied, I feel like they did nothing to try to make the situation better and I wish I would have ordered from Amazon instead of straight through the company which I thought would be the better idea. Boy was I wrong!”

Posted 1 year ago

“Surprised at terrible customer service. In the past, when I’ve ordered coffee, it’s arrived next day. So on Monday I ordered a new machine + capsules on ‘1-2 working day delivery’. Didn’t arrive next day (Tues), ok. no probs. Then Wed 11:30 I got an email saying: (a) 24 hour delay; (b) 24 ‘working hours’ delay [i.e. 3 days]; (c) tracking link - which didn’t work. Hmmmm, not good. The next morning, Thursday, having not received any tracking email overnight, I called Nespresso at 9:45 to give them lots of time to sort it (as I was going away on Sat). Got agent, who kept having to put me on hold while she asked other people what to do, eventually said it was ‘Not batched yet’ (she too didn’t know what this meant), it was impossible to change the order to a different delivery address, maybe Evri could once it was en-route, but would “send form to warehouse” asking them to get a move on. An hour after this call I got another standard 24hr delay email. This morning, Friday, still no tracking email, I called them at 9:15 to give them lots of time to sort it (as I’m going away tmw Sat). Got agent, who said “Not yet despatched. Impossible to change destination or to cancel.” I said “But there won’t be anyone here tomorrow, or for a fortnight. Can’t you re-direct it to my main address? Just tell the warehouse staff to pop down to the despatch area and change it’s destination address”. Answer: “It’s absolutely impossible to change destination. It should get there Saturday or Monday [when I’m away]. YOU [i.e. me] could get Evri to change the destination.” But, of course, Evri do not accept destination changes from customers…. I pleaded that the order would lie out in the rain for a fortnight, be written-off, and then refunds etc. But there was absolutely no option - except cancel the whole order… but, oh, that’s not possible either.”

Posted 1 year ago

“After waiting almost 2 weeks for my pods to arrive - apparently from the other side of the country - the outside packaging is damaged as are half of the packages inside. There are damaged pods also… as for the online help….. where is it???”

Nespresso 1 star review on 30th November 2022

Nespresso 1 star review on 30th November 2022

Nespresso 1 star review on 30th November 2022

Nespresso 1 star review on 30th November 2022

Posted 1 year 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”

Posted 1 year 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”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year 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.”

Posted 1 year ago

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Nespresso is rated 2.0 based on 286 reviews