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

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“Worst customer service ever. They send me a damaged/already returned vertuo, can't bring it in a shop for exchange or refund. Have to send it back by Purolator. What a waste of time.”

Helpful Report

Posted 5 months ago

“Love being a longstanding NESPRESSO client. Usually order on line. Fast delivery. Love when they have special promotions. Great tasting coffees. Love my VERTUO machine that has been so reliable and easy to use. Best experience visiting the. Espresso boutique on Cumberland Avenue in Toronto. So beautiful . Amazing customer service from Angel and the NESPRESSO team. With gratitude, 🦋🇨🇦Rosemarie Taylor”

Helpful Report

Posted 5 months ago

“Wow! I am amazed that I spent over $200 purchasing a machine and then about 50-75 dollars per month on coffee for this experience. These pods are not interchangeable and you must commit to buying their coffee. You would think that after purchasing so many pods, you earn points toward a new machine. Well no you do not. My machine broke right after my warrantee ended and of course, all they offered me was to spend more money on a new machine. So I did and now a year later, it is broken again!!! It is leaking all over the place and making a mess on my counter. I am no longer purchasing this machine to be obligated to funnel cash to their company with pods. I have had a Walmart coffee pot that I purchased over 20 years ago for less than $20 and it still works. Shame on you Nespresso for over charging on an unreliable product.”

Helpful Report

Posted 5 months ago

“Amazing customer service by Aundrea. She was very patient and explained things very cleaning regarding a leak with my Pixie Espresso machine. Sent a link by text so she could watch and visualize my issue. Very helpful and recommended de scaling of machine before replacement. Solution was sent within 24 hours of call and I am now descaling. What a wonderful example of how customer service should be! Kudos to Aundrea! Thank you so very much.”

Helpful Report

Posted 5 months ago

“Incredibly difficult to get warranty on a defective product. They’ll make you go through multiple hour long video troubleshooting sessions to absolutely confirm it’s not you being a dum dum and definitely them. May also involve going to the grocery store to get their specific brand of milk in between said long sessions.”

Helpful Report

Posted 6 months ago

“A fantastic product with LOUSY customer service. What an unfortunate duo. To have to wait 2.5 weeks and still no coffee that was ordered…no email or contact regarding the delay. Two phone calls to customer service to find out why we can’t enjoy the product we love and paid for. No explanation from the dismissive and interruptive customer service agent. “We’d like to offer you a $10 credit” (considering we’ve ordered thousands of dollars in products over the years). Loyalty? Nope. Please keep the $10. It’s insulting. You guys can do better than this, seriously.”

Helpful Report

Posted 6 months ago

“FYI! Nespresso commitment is zero about orders delivery, they do not follow their delivery options, Also, they have set expedited same day delivery for orders above$125.00 which never showed up at their check out screen. please be on lookout for this!”

Helpful Report

Posted 6 months ago

“If I could give Nespresso less than one star, I would. This has been the most frustrating experience I've ever had with both a product and customer service. I purchased a Nespresso Vertuo machine in August 2022, hoping for an upgrade from my old Original Nespresso machine, which had worked flawlessly. What a mistake. Within six months, the Vertuo broke down, and that’s when the nightmare began. First, I had to send the machine for repair, during which I was given a replacement. When my original machine was returned, it worked briefly but soon stopped brewing again. After spending an hour on the phone with customer service (and having to record videos to prove the issue), they agreed to send me a "pre-loved" replacement. This replacement arrived faulty, reeking of a horrible smell. Back on the phone for another hour, I requested a proper solution. Another "pre-loved" machine was sent, which inevitably failed again. This cycle of broken machines and frustratingly long customer service calls repeated multiple times. The most infuriating part? Nespresso refused to replace the Vertuo with a more reliable Original machine or offer a refund because I didn’t purchase the machine directly from their store, even though they acknowledged the warranty was valid. I have 8 months or so warranty left. To add insult to injury, they wouldn’t refund my unused Vertuo capsules and refused to escalate my complaint or connect me with a manager. I’m still waiting for the complaint email they promised to send. Now, I’m stuck with a broken machine and several packs of useless Vertuo capsules. Nespresso's solution? Another "pre-loved" machine that will likely break in a few months based on my experience. This is not the level of service you expect from a supposedly premium brand. Their machines are unreliable, and their customer service is abysmal. I will never buy another Nespresso product or recommend them to anyone. Save yourself the headache and avoid Nespresso altogether. DO NOT BUY”

Helpful Report

Posted 7 months ago

“Dealing with Nespresso’s customer service for a refund has been an absolute nightmare. I’ve been waiting for weeks with no clear answers, and every time I contact them, I get stuck in a cycle of vague responses and unfulfilled promises. They’ve made it impossible to get a straightforward solution, and I’m constantly having to chase them for updates. It feels like they just don’t care, and I’m left frustrated and out of pocket. It’s honestly one of the worst customer service experiences I’ve ever had.”

Helpful Report

Posted 7 months ago

“I am extremely disappointed with my recent experience with Nespresso. I ordered a Vertuo Next Premium Black Rose Gold & Aeroccino Bundle from their website, and it has been nothing short of frustrating since the moment the order arrived. he machine arrived in a damaged box, which looked like it had been previously returned. The milk frother was missing from the initial shipment, and when it was finally delivered the next day, it arrived with a broken lid. I immediately called customer service to report the missing frother and damaged packaging, only to be placed on hold for a long time. After 30 minutes, the representative told me they couldn’t help and suggested I call back. When I called again about the broken frother, I was given no clear solution and had to deal with even more delays and unhelpful responses. Most recently, when I called to report the machine wasn't working and the frother lid was still broken, I spoke to a representative named Wassil. She was extremely laid-back, and I had to repeat myself multiple times. I had to ask if she was still on the line every couple of minutes because she was so unengaged. When I requested to return the items, she first told me that I’d have to pay for return shipping. After some arguing, she finally agreed that Nespresso should cover the return shipping costs, but after being put on hold twice, I was told an email with the return label would be sent. It’s been over a day now, and I have yet to receive it. This has been one of the worst customer service experiences I’ve had. The products were damaged upon arrival, the customer service was unresponsive, and I’m still waiting for a return label that was promised to me. I am extremely dissatisfied with both the products and the service and would not recommend purchasing from Nespresso based on my experience.”

Helpful Report

Posted 7 months ago

“This is the very first time I have ever taken the time to write a bad review for any company but I couldn't resist warning potential buyers who are considering Nespresso brand. My Nespresso Virtuo lasted about 50 cups of coffee then suddenly stopped powering up. I figured I must have got unlucky and the company would simply replace it....wrong!! They wanted me to ship it in for repair which meant I would have to go wirhout a coffee maker for 2 to 3 weeks while they worked repaired it. When I expressed my concerns and asked to speak to a supervisor I was put on hold for 20 min before the same rep came back on the line telling me the supervisor would make a ONE TIME exception by sending me a refurbished loner machine to use while mine was being fixed. Giving the impression that they were doing me a big favour. Bottom line, I only paid $140 for the machine..lesson learned you get what you pay for. I should have read all the poor reliability and customer service issues previously reported by other customers! I'm definiey switching brands, my old kuerig at the cabin has been running solid for over 10 years!!”

Helpful Report

Posted 7 months ago

“Their checkout process has to be the worst on the entire Internet. I've complained to them about it, and instead of improving it, they have made it even worse. It takes several pages and clicks to get checked out. If you select PayPal, you get to a dead-end page where you cannot proceed to make a payment. The credit cards they save for you still require you to enter the CVV every time. What is the purpose of saving the credit card information if I have to get the card every time I check out. It is just an awful experience. Nespresso, get you Nes together! You can learn from other successful online retailers. It is not that hard.”

Helpful Report

Posted 7 months ago

“Had a terrible experience online with Nespresso. No wonder they are rated so badly here! I had the most ridiculous power-play with a Nespresso online agent experience I have ever had, just to find out where my order was! The tracking tool wasn’t working. In fact nothing work properly on the App. I was forced to communicate with “Chat option” & despite providing sufficient information (full name, email, phone #) tracking number, the agent REFUSED to tell me where my order was (2 coffee machines totaling $618), as I hadn’t “also” provided whether I purchase items online or in a store (I do both), but the customer should not have to spend 25 mins going through that rubbish!! What’s more, the agent kept getting me to AGAIN type my name (already provided it) & when the transcript of the INSANE communication was emailed to me, it had my FULL NAME from the beginning, she she ALREADY had it. 25 mins just to give me an idea of where my order was. I said she could text or email the info if it was that difficult - but she refused. This experience would have to rate as the WORST & the most utterly RIDICULOUS I have ever experienced. It was it was a skit from Fawlty Towers!! I was supposed to have far delivery & still waiting - it was due earlier on the day & the driver *thinks* he’ll be able to deliver at 8.30 PM Congratulations Nespresso - how to burn a customer so completely they’ll never come back!!”

Helpful Report

Posted 7 months ago

“DO NOT UNDER ANY CIRCUMSTANCES PURCHASE A VerturoPlus. 2 year warranty, sounds good right? NESPRESSO is a joke, if you are unlucky enough to have a Droid they cannot live film what your machine is doing through a screen share because their software isn't compatible with a Droid. Without viewing a live screen they refuse to honor the warranty. And the machine is junk, runs perfectly for the first 200 or so cups, then the software malfunctions. Purchase at your own risk, if I could leave a zero star review I would. I invested a good 3 hours over multiple calls getting the run around from their "customer service".”

Helpful Report

Posted 8 months ago

“Its funny how you cant leave an actual review of nepresso machine on their website or on google. DO NOT BUY THEIR MACHINES. The pods are overpriced and the machine has SOO many issues. Its been error after error on my machine and now that it's out of warranty they said I could pay $60 to try to repair it or they can give me a 15 discount on a new machine. Theres other options out there that are better value than this machine.”

Helpful Report

Posted 8 months ago

“Tried to return a defective machine still under warranty. this is my response. totally understand, Steve. Please, allow me a moment. Ayoub H. Please, bear with me Steve. Kindly note that the boutique won't accept the return. Please know that the return option isn't available. Therefore, I'm contacting the right department to see what are the options that they can provide, or if they can give you an exception to return it. Thank you for your patience.”

Helpful Report

Posted 8 months ago

“The customer service reps talk over the customer...take lots of information and then send you to another customer service rep that makes you explain everything again. Calls drop and once they called back....the other two times..."crickets." Had to solve problem but searching the internet and finally found similar issue on Reddit. Not sure if problem is solve or not yet. The printing on all their manuals etc...is WAY too small. Instructions are poorly written as well. If I didn't like the ease of making a cup of coffee, I'd throw the machine out and go with another company. Company definitely needs to work on their PR and customer satisfaction for the price of the pods and machines.”

Helpful Report

Posted 9 months ago

“I've been ordering coffee from Nespresso for five years. I can't do it on line for some reason. I DREAD calling them. Half the time I can't understand their accents. Every time I order I have to go through all my details. There always seems to be a problem. AT least twice my order hasn't gone through and I've had to call back to confirm. Once, I received the wrong coffee via courier when I always ask for it to be delivered via Canada Post. UNBELIEVABLE!”

Helpful Report

Posted 9 months ago

“happy for 5/6 years , then tried to get a repair [ machine leak ] ,,, round and round the website , just useless , will buy a different brand ,, cheaper.”

Helpful Report

Posted 9 months ago

“Absolutely astounded that a supposed “High End” machine would last only 2 years. Between the machine (Vertuo Next Deluxe), the frother and the capsules, I spent over $500.00 on my original purchase (2 years ago). I was just told today that my machine is broken and it would be more to send it back to fix it than to just buy another machine. WHY would I by another machine when it’s just going to die in 2 years, or, from what I’ve been seeing in reviews, less than a year. I honestly feel like going to the Nespresso Boutique and telling everyone in there that’s thinking of buying one of these machines to stay away and spend their hard earned money elsewhere. That’s what I’ll be doing. I’m now stuck with a pile of pods and a frother that are of no use to me which I also spent my hard earned money on. I will be telling as many people as I can to stay away from this product.”

Helpful Report

Posted 10 months ago

Nespresso is rated 1.8 based on 345 reviews