Nespresso Reviews

Name: Nespresso
Rating: 1.79

1.8 Rating 367 Reviews

17 %

of reviewers recommend Nespresso

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Metrics

1.8

Based on 367 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bought a Coffee Machine which stated it came with a free Aeroccino. Aeroccino didn't arrive, spoke to customer services who told me they just hadn't updated the promotion and it was no longer valid so I couldn't get part of the set up I have bought. So far no-one has tried to help, very poor customer service and aftersales care for what should be a premium company.”

Helpful Report

Posted 2 years ago

“Nespresso’s customer service has worsened over the last 3 years. Significantly. I was promised a same day delivery on the 15th of the month. By the 17th of the month I was still waiting for my confirmation email. I called Nespresso and the rep couldn’t understand the issue. She’s overseas and thought I was still in a 24 hour window. I said no, and I do not even have a confirmation email. That went nowhere with her too. I called a second time, and had a bad connection. I called a 3rd time and the guy new I had an issue and realized the Scottsdale store never sent. He helped. The Scottsdale store is inside a mall. Ni went there one day during business hours to get my coffee. They posted a notebook paper on the door and said sorry had to close early. That’s not allowed at malls. Must have them same hours as all stores, but they didn’t care. Saving money for a real espresso machine.”

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Posted 2 years ago

“I do like the tasted of Nespresso Vertuo. I had the NEXT machine. The downside is the cost. At $1+ per coffee I am back near Starbucks coffee shop prices at 2 cups per day. The problem is competition. Until the patent runs out there will be nothing but Nespresso and Starbucks-licensed capsules. It's a shame. I bought another machine for my RV, a Keurig with Multi-stream. It is so much better than the regular Keurig. That's my go to until Nespresso makes other decisions or the patent runs out.”

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Posted 2 years ago

“Placed an order on May 31, 2023 and that order was never received. Called Nespresso and they replaced the order in June 8, 2023. Today’s date is June 21 and and order still not delivered. Order was not invoiced whatever that means. Customer service was short and I placed the order again (3rd time). Love this coffee but will find an alternative.”

Helpful Report

Posted 2 years ago

“The changed their shipping to something called Lasership a while back. Terrible service. Love the Nespresso coffee and the machine, but the delivery "service" is wretched. I'm giving up on Nespresso because I'm tired of dealing with delivery issues. Damaged product, late deliveries, packages left in the driveway in the rain. In the latest delivery problem (not received), I've tried contacting Lasership by text, email, and live chat to no avail. Finally, I contacted Nespresso and cancelled my order--the Nespresso agent was very nice and helpful. Lasership, not so much.”

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Posted 2 years ago

“Absolutely appalling service. I have the Nespresso Subscription and pay £45 per month. The machine is included in the subscription. However the water tank is leaking rendering it unusable. Nespresso have sent two wrong parts out so far (the lid rather than the tank). I am therefore paying the subscription without the use of the machine. No offer of compensation. No offer of a loan machine. Extremely unhappy”

Helpful Report

Posted 2 years ago

“Worse customer service, worse website to order, worse NOT on time delivery. I have been trying to order online since yesterday, non stop error. Also my third time to order and it NEVER gives me an option to select my "free" sample. I have tried two different PCs and phone device and I call and they cant help me! I always select the 1-3 business days to deliver to my local UPS and I NEVER get it within that timeframe. Seriously ever since COVID they HAVE gone way downhill. I have been a customer for at least 5 yrs!”

Helpful Report

Posted 2 years ago

“Broken machine after 12 months. Promised courier would pick it up on 2 occasions never happened. Call centre useless. Can’t help and just want to reschedule. Now left with broken machine. Nespresso call centre can’t escalate complaints. Looks like need to find a reputable company to supply coffee going forward”

Helpful Report

Posted 2 years ago

“Got my order 3day in advance. Loved the free 3 gifts also. Great coffee great service.”

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Posted 2 years ago

“What has happened to Nespresso delivery service. We used to receive our order on next day delivery. Now it is very unreliable and we are often left without coffee pods. The recycling is hit and miss as well”

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Posted 2 years ago

“I love my Nespresso but don’t order your machine directly from Nespresso. I did and paid $199. A friend bought hers at a different store and paid $125 and it included the frother. I’m mildly irritated.”

Helpful Report

Posted 2 years ago

“You have replaced the vertuo chocolate fudge which was my absolute favourite with a new rich chocolate which isn't tasty at all as far as a nice smooth chocolate flavour/aroma. this new one taste like coconut, like many other of the flavours. I am not sure what ingredient you replaced or added, but it is nasty. PLEASE bring the old flavour/recipe back Mornings are just not the same. I do like the convenient ordering on line. Thanks.”

Helpful Report

Posted 2 years ago

“My previous espresso machine broke and I was ordered a replacement directly from Nespresso because they had attractive pricing and a well presented website. After a quick and simple payment journey, that is where my ability to give positive feedback ends because the "in life" experience is far more flawed then it had been up to that point. I used the chat feature on the website to better understand when my order would be dispatched and how I would receive details on how to track the delivery. The lead times quoted by advisers were inconsistent and when asking what was happening with the order was given a standard "our delivery timeline is X days" response rather than any information pertaining to my order specifically. After two days of chasing, I asked if I could cancel the order which they said they would attempt to assist on but any refunds would take up to 14 days despite them still having the product as it never left their care. From a customer journey perspective, I can get much better order tracking from a £20 pizza than I can when ordering one of their coffee machines and a number of pod sleeves. For a company present themselves as having a premium product, which they do, their customer experience is amongst the worst I have ever experienced. If I had to rely on their online retail alone and not use their in store services, I would cancel this order now and use an alternative provider in a second”

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Posted 2 years ago

“Totally useless website and account information. Consistently down or not able to change orders.. wtf has happened ?”

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Posted 2 years ago

“They used to be very reliable and I would receive my pods in a few days but been waiting 2 weeks now, sent 4 messages and still nothing, not even confirmation of delay in delivery. Very disappointing service.”

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Posted 2 years ago

“Horrible customer service! For some reason, my last order was returned to sender by the courier service, but Nespresso did not notify me of this, even though they had processed my payment. When I spoke to a representative, there was no apology or anything. Super disappointing when you’re paying such a high price for product/service of a big company like this!”

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Posted 2 years ago

“Have a vertuo plus which stopped working.After talking to someone at the Nespresso club they said they would send a box to return the machine. I have been calling for 3 weeks now and still no box. Customer service sucks”

Helpful Report

Posted 2 years ago

“I have been a very loyal Nespresso customer for over 16 years, they even consider my loyalty by rewarding me with the Ambassador member status. Unfortunately Nespresso no longer value their customer base, their recent poor performance (evident by the poor ratings on here and my own experience, plus the poor press release in the recent publication in the Independent) isn't actually new and should not be blamed on a recent warehouse move. Since the pandemic I have noticed their performance get worse but hoped it would improve as we begin returning to normal. I have had a poor customer experience, with items constatly getting lost in transit, no longer receiving order confirmations via email or the VIP gifts. When I called to place my order last week I was surprised to be told to expect 7 days for delivery due to the recent warehouse move. It is a poor excuse to blame third party logistics for Nespresso failure to achieve their customer delivery expectations, which once upon a time was next day, free of charge. My company recently transitioned it's 3PL (Warehouse) with no customer failures. Nespresso need to get their own house in order. I am asking myself why I continue to pay a premium price for an inferior customer experience, Nespresso need to remember that without a customer base, they have no business ! They need to consider investment in their people and their business processes, not glamorous, glitzy advertising campaigns. Looking at the Nespresso Website, I quote an extract from the Company Purpose Statement: "Consumers not only expect more from their cup, but they also expect more from brands, seeking out the ones whose values align with theirs – we are that brand and we constantly deliver ‘extraordinary’". Really Nespresso ? Your values are no longer aligned with mine..... and I would suggest many others given the reviews on here. So as I drank my last Nespresso pod last night, and I still wait for a delivery of the pods I ordered 5 days ago I decided to pay a trip to Tesco to re-stock my coffee pod container. May I suggest you do the same too. There are Alternate coffee capsules readily available at Tesco including their own brand compatible capsules, other brands also available to purchase off the shelf are Costa, Lavazza and Starbucks. I recommend Lavazza lungo – very smooth and tasty. For those reading this and considering whether to make a purchase of a coffee machine, I would suggest you check out the machines available from Illy. Great review and great prices. Amazon will have a good range of Illy and Lavazza pod machines. One final thought, posting this review on here is kind of a waste of my time, as others have alluded to, you get a copy and paste response. So this morning I took the time to a bit of research, and find here the email address of Nespresso UK Head of Customer Relations. danieldotcohenatnespressodotcom (have replaced the . with word dot as this is the only way it would let me post his address) You may find it useful and get more of a response writing to him directly, I will be doing the same. And for the record Nespresso, please do not post a response here to me about contacting you via social media. I'm an old fashioned girl, with old fashioned values.... I am not on social media.”

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Posted 2 years ago

“I have a Vertuo machine ... it is the worst digital experience .. cant pair it with my phone because it too stupid to connect to my wifi, cant understand the troubleshooting in the book with all fancy light bleeping to tell you something is wrong .. i want to know what kind of idiots works in technology department ... Please spend less on George and more on your technology resource for god sake .. i am done .. i am going back to traditional making coffee with my own machine ... Nespresso you can take your machine up your ?%^&...”

Nespresso 1 star review on 17th March 2023

Helpful Report

Posted 2 years ago

“Absolute disaster! Purchased a Nespresso machine 2 months ago. Received the first few orders of coffee ok. Third order hasn't appeared with no explanation as to why and based on the feedback from others it looks like they are no longer delivering them or the company has folded. Coffee machine going in the bin.”

Helpful Report

Posted 2 years ago

Nespresso is rated 1.8 based on 367 reviews