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Nespresso Reviews

1.8 Rating 345 Reviews
18 %
of reviewers recommend Nespresso
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
Nespresso 1 star review on 9th April 2024
Paul N
Nespresso 1 star review on 9th April 2024
Paul N
Nespresso 1 star review on 9th April 2024
Paul N
Nespresso 1 star review on 9th April 2024
Paul N
23
Anonymous
Anonymous  // 01/01/2019
Looking through the reviews I realize that my experience is unfortunately echoed many many times over; Horrible customer service!!! I realize that when you are an international company my little voice is pretty meaningless but it's all I have so... Have been a Nespresso customer for many many years. No real complaints with the machines and I do love the convenience. Bought a new "Virtuo Next" machine at Christmas along with a lot of various coffee sleeves to try out flavors. Included in my purchase was a one time welcome gift of 2 free sleeves for every 8 purchased. I didn't see any expiration date ,though they say there was, and have spent the past 2 months sampling the coffees we purchased to see which ones we wanted to reorder with our "gift". Well... now I go to place my 40 sleeve order and they say the" gift " is no. longer valid. (30 days only.). I explained that we have faithfully been keeping track (writing down comments evaluating our preferences) of the coffee we ordered with the machine in preparation for our order. Their response is: the gift has expired and they can't make an exception or do anything. Maybe on point one they ARE correct; I can't prove it one way or the other although I definitely didn't see an expiration date and knew we wanted to use that coupon. (Believe it or not I'm not trying to scam you!) However, they are absolutely INcorrect on point two. If a company wants to "make an exception" or extend a courtesy or provide great customer service.....that DEFINITELY is possible. Full stop. ( It's what made Nordstrom the company it is today.) That you don't want to listen to the customer's issue, evaluate it and make a thoughtful decision is a completely different issue. Incredibly disappointing. Not from a financial standpoint though I have spent plenty with them over the years. That is truly secondary. It's the human "let's-do-what's-right", "let's make this a win-win", rather than a faceless "who cares voice" on the other end that is the most disappointing. And discouraging. Other coffee options are available. For what it's worth, I will no longer encourage people to purchase and support Nespresso.
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Posted 2 years ago
I had the machine for less than 2 yrs, first the coffee wasn’t hot then it started leaking everywhere from the top & the base, after I called their customer service the guy told me the machine is quiet old so buying a new one is cheaper than fixing it since it’s not under the warranty anymore, seriously what kind of machine is this that only good for 2 yrs, I will never buy anything from Nespresso again, not worth it
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Posted 2 years ago
Happy with product but customer service is terrible. They sell themselves as being green and flying the flag for recycling. Don't you believe it. They have consistently let us down when it comes to collecting the capsules. When you ring up the assistants in our experience act as if they are confused or don't know what you are talking about when it comes to collecting bags for 'recycling'. We will certainly be looking at our future options because unlike Nespresso we really do care about our planet!!!!
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Posted 2 years ago
the coustomer service is horrendes. dont bother calling they cannot resolve anything. keep telling me my account wil l be delt with in a matter of hours days later i still have no credit that i have paid for and no coffee. leve the comapny it is not worth it!!! just quit and get yourself a different machine. never had any issues with Lavazza machines.
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Posted 2 years ago
The machine has broken down 2 in 3 days. Each time it stops working you lose a capsule. Sorry I don't have time to waste continually fixing produces that don't work.
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Posted 2 years ago
Customer service in both Edinburgh and Glasgow was poor.
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Posted 2 years ago
Can't sign in. Staff try to help but can't solve the problem. Going to cancel once I've used the pods up and I'll buy a new machine from a reliable company that have staff TRAINED to help.
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Posted 2 years ago
I own a Nespresso Latissima one machine have been through two sessions of troubleshooting wasted two hours of my time to find out that the machine just is going to end up in the garbage. Very disappointing.
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Posted 2 years ago
Despite frequent attempts to sign in and the help of one of your Customer Advisers it just doesn't work. We received a Nespresso Virtuo Next as a gift. It was as complicated to set-up to wifi as a Smart T.V. We then discovered the hard way, by going to Asda and buying 'original' pods that our machine had Virtuo Pods. We drove to Meadow Hall Sheffield where a very helpful lady gave us advise and a demonstrate how to use the machine and find our way about the various pods and how to order them. We were given a customer Number and thought this might be useful. Three weeks later when we tried to order pods on line, as I previous have written, we gave two hours of our time and ended up frustrated. The only way we will get pods is to go into Meadow Hall, Sheffield. Come on Nespresso. Get your act together. We succesfully use many other websites without a hitch and have run out of patience thinking 'we must be doing something wrong.'
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Posted 2 years ago
LOVE YOU NESPRESSO BUT PLEASE MAKE A SINGLE OR DOUBLE SERVING MATCHA POD!!!!! ALSO YOUR STAFF FROM CUSTOMER SERVICE SECTION ARE LAZY!!!!
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Posted 2 years ago
Read the small print. Bought a Nespresso for a gift. Shipped it out in November for a Xmas gift to be opened on Xmas morning by my son. Machine links immediately putting water in it. Tries again - same problem. He is in California- I am in Virginia- so disappointed that the machine had a defect…. But now the fun begins. Called Nespresso the next day. Explained — can’t get help - must know I D number on bottom of machine - must go thru a video chat with technical team to deem if worthy of exchange. It’s brand new - I am trying to talk to my son who now is at work to see if he can do a video chat with the Nespresso company so they can diagnose the leaking machine…. This has not happened to date. I have wasted 185.00 with pods. My son received a non working gift and this company is just terrible to work with. Read the small print! Very disappointing/- that is why you always buy from AMAZON from now on. Don’t buy - read the blogs
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Posted 2 years ago
Multiple issues with Nespresso. Although the quality of the coffee is good (albeit limited selection of decaf roast coffees), the shopping and customer service is lacking entirely! Packages arrive damaged, boxes torn and crushed due to little package material to withstand the long distance shipping and handling. The last order I received was someone else’s entirely. I then called for the third month in a row. Requested expedited shipping. Was declined and packages of my decaf was resent through ground service. I’ve been out of coffee for a week now, requiring me to inconveniently find other sources. Enough is enough. So long Nespresso.
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Posted 2 years ago
Nespresso customer service has really deteriorated since i became a member in 2015. Online ordering doesn’t give promotions even when code is entered. Canceling, changing or getting a credit is impossible through customer service. Promises made are not kept. Customer service does not follow through with what they tell you and most of the time they don’t know the information. Incompetent!
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Posted 2 years ago
The Nespresso recycling collection is useless! For a month time I repeated 3 times a recycling collection of same 3 bags. All the time I get an email saying that the bags will be collected in the next 3 days ... No any collection ...still. The first order was placed on 3.12.22 and today is 29.12.22...and the bags are still next to my front door... even they are already 4 because during the waiting time nearly a month I got one more recycling bag added to the first 3. I called Nespresso today asking to speak with some manager regarding the problem. There was no one available and I have to wait 48 hours someone to call me regarding that ha-ha very optimistic. Probably will get the same experience as the recycling collection - just waiting, space to store bags and feeling that you want to do something good but no one cares about it. My question is WHY NESPRESSO HAVE A RECYCLING COLLECTION IN THEIR WEBSITE WHICH THEY NEVER DO AND WHY THEY DON'T HAVE A REVIEW SECTION WHERE PEOPLE CAN SHARE THEIR EXPERIENCE??? My advice to everyone is : Enjoy your coffee and throw away the pods. Nespresso does not do a recycling collection!!! That is something far far away from their service ...
Nespresso 1 star review on 29th December 2022
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Posted 2 years ago
I am very disappointed with Nespresso's dishonesty in doing business. My advice, if you ever return anything, keep your return receipt, since they will not refund your money unless you call in to ask for it providing the tracking number. If you do not, they will make money on the customers' loss, which is very unethical. The tracking number is on the shipping label, which means when they scan returned items, they should be reflected in the system and refund should be generated automatically, yet unfortunately this is not how they set up their system. They are waiting for you to call in to get your money back, or to forget and they keep the money, sooooo dishonest business....very disappointed....
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Posted 2 years ago
The customer service has always been superior. I have never had a problem/question that they weren't able to solve or resolve for me.
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Posted 2 years ago
I ordered 3 sleeves of coffee, 30 capsules. I had a $10 off for first order. The coffee is not cheap. I received the capsules and they did not work. I capped nespresso customer support, I was told the coffee I bought (I am a new customer) is not for my unit but for the “Nest” unit. The customer service person told me to find a friend who had the Nest and give the coffee to them. I told the person I did not know anyone who has this unit. She then said they can offer me a refund. I said to send a coffee replacement instead and she said they could do that. After much verification over and over she finally said they will send me 1 sleeve in replacement for the 3 I bought. Wow, for a first timer for this coffee maker I am very disappointed. I used the search on the nespresso website to find this coffee which does not work. Very disappointed and will rarely use this unit now. I am sure other knockoffs will appear then I will dispose of this. Very mad at the company and customer service.
Nespresso 1 star review on 22nd December 2022
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Posted 2 years 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
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Posted 2 years 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
Helpful Report
Posted 2 years 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
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Posted 2 years ago
Nespresso is rated 1.8 based on 345 reviews