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

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

“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!”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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

Helpful Report

Posted 2 years 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”

Helpful Report

Posted 2 years 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”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years 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.”

Helpful Report

Posted 2 years ago

“I have try hard in the last month to get a collection of my used coffee capsules. I have been in contact with support and received the same assurance they will be collected in 3 days. I am still waiting to be contacted by the support team but like the collection I won't be holding by breath. Not much of a service”

Helpful Report

Posted 2 years ago

“Very unhappy with the customer service I have received. I was given a gift of a Nespresso view cups and saucers. I have ended up being sent to two different stores to replace same, and no member of the Nespresso team could help. When I phoned customer service, 3 different members of the Nespresso team couldn't understand me and couldn't help. I asked for a manager to phone me back and I was told they would, they didn't. The Nespresso customer service used to be excellent, both in person and on the phone. Sadly this is no longer the case. The customer service is now beyond appalling.”

Helpful Report

Posted 2 years ago

“I have called customer service three times and emailed as well. I have a warranty on the Zenuis machine. Customer service made an excuse for not have a tech come to service because they couldn't find the invoice on my account the machine was bought. No one has followed up.”

Helpful Report

Posted 2 years ago

“What has happened to this company? They used to be second to none for customer service and delivery- now they are shocking. I recently ordered over 450 capsules- this was 3 weeks ago - first order they can’t tell me what happened but after 8 days it still wasn’t despatched apparently and so they put it though again - was apparently delivered yesterday but not to my address so parcel is lost! This will be the third time I have to make the same order and I am furious. Have also asked what they intend to do to compensate me - they want to put a credit on my account - no thanks- I have ordered enough capsules to last for ages - I want a refund compensation on my card - but apparently they don’t want to do that. I asked to speak to a manager- they will call me back …..in approximately 4HOURS???? What kind of customer service is this?”

Helpful Report

Posted 2 years ago

“I’ve had a Machine for over 5 years ever time I’ve ordered coffee it’s been messed up so I get my coffee locally!!!!! My Machine finally broke I ordered another one! It took two weeks for it to get here. I’ve called probably 4 times in that 2weeks! There customer service sucks they put you on hold several times trying to get you to calm down are hang up! The last time I called a young man informed me I could get a refund & keep the machine, I informed him that I didn’t trust them because they lied to me serval times! So he sent me an email about my refund, that it should be back on my card in 3-5 days, which that didn’t happen! So I called about my refund, they said I would get my refund and I needed to send the machine Back, I told him he was a idiot! I will call the Better Business Bureaus on the knuckle heads! Would like to get them all in a room & tell them what I think, amongst other things!! I’m so done with them, I will thrown this machine out in the trash & go buy a different kind on coffee machine, besides They are no good A—Holes! So if you reading this, look at all other reviews they are all right on the worst of the worst!!”

Helpful Report

Posted 2 years ago

“Nespresso has listed a department of defence number as their warranty and nesresso club number. They have been asked to remove it constantly over several months”

Helpful Report

Posted 2 years ago

“You should not wast your money on the machines as we have one and now have to send it back for the 2nd time with in 12 months for the the same issue and when asked for money back they said no. So now I have to send it back and wait for them to fix it again. What a joke this company is. We also did a monthly subscription and they couldn't even get that right so I cancelled that and just buy in bulk now. Don't waste your money on nespresso machines.”

Nespresso 1 star review on 26th September 2022

Helpful Report

Posted 2 years ago

Nespresso is rated 1.8 based on 345 reviews