Nespresso Reviews

Name: Nespresso
Rating: 1.95

2.0 Rating 288 Reviews

21 %

of reviewers recommend Nespresso

Company Reviews

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Metrics

2.0

Based on 288 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

Paul N

Nespresso 1 star review on 28th December 2023

Anonymous

Anonymous // 01/01/2019

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

“EasyOrder failed to arrive; no notification.”

Helpful Report

Posted 2 years ago

“Seems like I’m not the only one. Ordered on March 26, order never arrived. Called, got the runaround and so I cancelled. Never got a refund. Called on April 25, and was told it could take up to a month. Just spoke to a supervisor who said that that wasn’t true. Miraculously, the money appeared in my account. Horrible customer service! I’m done!”

Helpful Report

Posted 2 years ago

“BEWARE N’Espresso. I would have never bought this machine had I known how awful customer service was in trying to track down my order that is ‘in progress’ for shipping’. Lousy customer service. The Customer Service ‘Manager’ would not even give me the name of the N’Espresso Canada CEO, told me to Google it myself, she was too busy. Another business that is doomed t fail by its own Customer Service!”

Helpful Report

Posted 2 years ago

“Nespresso insists on shipping with FedEx. FedEx drops out deliveries anywhere they please and the elements take their toll. Nespresso takes no interest in our dilemma. There is no way to tell Nespresso that our delivery has not arrived and, contrary to their only solution, no way to complain to FedEx that would result in a solution.”

Helpful Report

Posted 2 years ago

“This is a review for their customer service and if I could, I would give them 0 stars. I ordered coffee for a business, and we have concierge 24 hours. You are not notified when your order arrives, or what the status of the order is, you need to track it. Which I did, only to find out that my order was returned. I called Nespresso and they said that it was refused by the concierge, which is not true. I asked by which concierge, they had no idea. The money gets refunded in more than half a month. I asked their customer service to place the order again and he refused to help me out, he said that I have to go to their website to order all over again. He was unsympathetic on the phone and had cookie cutter responses - I felt I was talking to a wall. Very bad customer service, I regret having a Nespresso machine.”

Helpful Report

Posted 2 years ago

“Absolute worst customer service. Don't use these machines - absolute garbage from top to bottom.”

Helpful Report

Posted 2 years ago

“There is nothing wrong with my machine. It works as advertised, very well. Further, I have found the company's customer service doing their best to be helpful and respectful. But based upon the fact that I was a part owner of a coffee shop in Oregon, I have some experience with espressos, single origin and blended coffees. My issues are these: 1.) There is very little distinction in flavor between Nespresso's espresso pods. The same is true with their coffee pods. 2.) Every single pod consistently spews out foam. For some drinks, foam is appropriate. For an Americano? No. For a basic cup of coffee? Blech!”

Helpful Report

Posted 2 years ago

“Got a Nespresso coffee machine as a gift for Christmas. Within 3 months the machine had broken down, I had used the machine approximately 10 times. After numerous attempts to get help through Nespresso and after having to spend extra money on 'extras' to 'fix' the problem they took the machine away to be repaired. When the machine was returned to me it wasn't my coffee machine, but someone else's damaged machine! Each time I phoned to complain I was told their system was 'down' and they couldn't help me. Interestingly enough, when I needed to purchase coffee pods or descaler their system worked perfectly! Do yourself a favour and avoid Nespresso, the only thing they excel at is systems abuse!”

Helpful Report

Posted 2 years ago

“I have a machine that has a fault, outside guaranty. I was initially willing to pay for repair. Here in Norway it is nearly impossible to get help. I just wanted to know were I could repair. Business help: they answer, but are not willing to help. They cannot answer where I should go and repair. They route me to a phone number. Private help. They send you an no reply email, offering no help, no information unless the same phone number as business did. Phone number: when calling nobody is answering. Nespresso, Con Gratulation, you offer a rock buttom bad service.”

Helpful Report

Posted 2 years ago

“Customer service is misleading and deceitful just to cause delays and not help. I had a similar experience to others. I ended up disputing the charge and my credit card issued me a refund. My order was taking a long time to ship. When I called to ask why I was told it was out of stock so I cancelled my order. I was told I would receive a refund in 7-10 business days. My order shipped anyways, despite multiple calls to customer service. Once it arrived I was told I would be sent a shipping label to send it back, and then once Nespresso received it, they would then issue me a refund. Nespresso never emailed me a label and every time I contacted customer service they kept extending the time it would take for UPS to send me the label from 24 to 48 to 72 hours. I called UPS to see how long it takes for them to email a label and was told that it is generated immediately and sent as soon as the address is confirmed and the bill is paid. After waiting 6 days I told Nespresso I was disputing the charge. I received a shipping label as soon as the charge was reversed.”

Helpful Report

Posted 2 years ago

“I have been a loyal customer with Nespresso since 2018, spending approximately $150+ a month on their coffee. Today, I called customer service and asked to speak to a manager. I received the following reply from a customer service agent "what is your problem". I put in an escalated request for a manager to call me the same day advising that I would close my account if no one calls me back, I never received a reply. When I called back asking for the monies remaining on my account to be put back on my credit card, as I was very disappointed in the treatment I received from their customer service, there was no interest in retaining me as a customer and a refund was issued back on the credit card without even "I'm sorry you had such bad experience with us today. Is there anything I may help you with?" Very disappointed in the way I was treated.”

Helpful Report

Posted 2 years ago

“Got a nespresso in December for Xmas. By February frother not working. After tedius hour on phone with nespresso, said certain part not under warranty and I would have to get a new part. It would be at my cost + shipping! After receiving new part found out it was not the problem and this time machine just got worse, and i ended up burning my finger as it overheated! Called back up and I was aphauled at reps attitude towards me! Proceeded to tell me that I would now have to send frother back to get refurbished but have to run more tests at home! Told him I want it replaced! I burnt my finger, it doesnt work! He had no response and said i would have to send frother back to them. Ridiculous you make a customer pay for a part when you don't even know what problem is!! Then when i call back again i still get no resolution. NESPRESSO would not deal with customer issues! So rude! Said had a problem with my postal code and would have to figure out first before i could send back. As with previous agent, he too tried to sell me pods while trying to figure out my problem with machine! What the hell! TERRIBLE TERRIBLE TERRIBLE customer service and they DONT STAND behind their products! CUSTOMERS are not their priority, SELLING is their #1 priority. Absolutely HORTIBLE experience on my first machine!”

Helpful Report

Posted 2 years ago

“I bought a machine a few years back and had to be replaced within the first three months a couple years latter the second machine stopped. They would not honor a warranty and gave an option to send in for a 125.00 repair or 35% off new. They should have replaced. My neighbor is on her third machine. They have quality issues and do not stand by their product.”

Helpful Report

Posted 2 years ago

“WORST CUSTOMER SERVICE EVER! I wanted to modify my order they said I had to cancel first and get a refund then re order I did that and I ended up getting the machine I didnt want. Also I called several times to follow up with my cancellation request and it seems like they are all over the place and each time a representative will say something differently. They kept telling me to ignore the emails and that I will get a refund and what they were actually doing is wasting time until they have the machine delivered. Very unsatisfied and I do not recommend anyone to purchase from them.”

Helpful Report

Posted 2 years ago

“We have used Nespresso Professional for a coffee shop that unfortunately closed due to the pandemic. We were in a contract so still continued to pay monthly instalments but could cancel the contract in December 2021. We have been trying since then to cancel and get the machine collected. To say they are incompetent is putting it mildly. It took 6 weeks to even get a response despite several emails and phone calls. When they finally got in touch, they wanted to send an engineer to uninstall the machine. We have told them 3 times that the machine is already uninstalled and at a different address due to the closure yet they sent an engineer to uninstall the machine at the original premises. Now no-one is replying to emails again! avoid at all costs. Definitely should be called Nespresso Unprofessional”

Helpful Report

Posted 2 years ago

“I will not and would never recommend Nespresso products to anyone just merely based on their customer service agents...absolutely terrible, non productive, frustating, unpleasant experience at any given time....”

Helpful Report

Posted 2 years ago

“Just the same as the other reviews in the last few days… Delays in shipment, poor customer service. Everything is changed a whole lot in the last two months it’s absolutely disappointing, too many order issues to put down in writing. I have stopped my easy order and will just take to Amazon to order. From top notch to horrible…what a disappointment!”

Helpful Report

Posted 2 years ago

“I have been a loyal Nespresso fan since 2018 and Have always loved my machine and the ordering convenience. I have also turned many family and friends onto Nespresso coffee and machines. I have even wrote in past how much I truly have appreciated the amazing customer service and speed of delivery, truly impressive and appreciated! Starting with my most recent order on January16, 2022 however, something has tremendously changed. I placed an order, got an email a couple days later stating it would arrive the next day, only to never receive my order. I looked up the tracking and only the label in from the warehouse had been created. A week later after seeing no tracking progress, I called the customer service number. I was told to give it a few more days as it is taking a little longer for orders due to supply chain issues. Waited a few more days, still no order. Called again and the customer service rep stated there was no indication it even left the warehouse so she put in a replacement order at no charge or course. Next day get another email stating my replacement order is scheduled to arrive the next day, yet no order!! I again wait a week, still no order. I call and this time the man now says, give it a few more days. Just like on my end he too can now see it hasn’t even been processed through the warehouse, only the label has been created. After I state I have now been without coffee pods for over two weeks, he recommends I go to a Nespresso Boutique. This is not feasible as it is at least a 45 minute drive from my home, so he comps me 2 sleeves of Intenso for my inconvenience. Today is February 3, 2022 and Yesterday (2.5 weeks later) my original order lands on my doorstep. I than receive an email stating my inconvenience orders are now delayed with no ETA. I love my Nespresso and get this is just coffee. The Customer Service at this point however has become very robotic. They state they no longer can expedite shipping and it appears the automated email stating your order in on it’s way is not in fact accurate. I asked to speak to a manager just to express my concerns and better understand what to expect so I could plan accordingly but their is no direct way to do so. Honesty is the best policy but the, “smoke and mirrors” makes me want to look elsewhere. In closing, I love how each time I call it always ends with, “We see that you have been a loyal member of our Nespresso Club since 2018 and want to say, Thank you!”

Nespresso 1 star review on 3rd February 2022

Helpful Report

Posted 2 years ago

“Placed my order on 1/17. Sat “waiting for courier” for 8 days before I called to ask when it would be shipped. The rep went into a script about supply chain problems (for coffee?) and said she’d put through a request for it to be shipped. Finally came up on website that it had been shipped 3 days later, has not left the state of Florida for 5 days. Now Feb 2nd and still no order. 17 damn days. What unbelievably bad customer service.”

Helpful Report

Posted 2 years ago

“The product is good, the coffee is good. The capsule collection and recycling of said items is a complete non event. Each collection takes 3 messages and a lot of hot air from Nespresso”

Helpful Report

Posted 2 years ago

Nespresso is rated 2.0 based on 288 reviews