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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“Very happy with my coffee machine. Just one question I recycle my pods all the time , I think you should think about some rewards for doing that .”

Helpful Report

Posted 2 years ago

“Absolute junk. My wife bought me a Vertuo machine at xmas 2021. Since the beginning it has been unreliable both with regular capsules and decaf. It's a hit or a miss every time we have coffee, usually one of us goes without! The machine is expensive and so are the pods, I'm so disappointed. I just want coffee, I don't need it to be connected to the internet ffs! Just give me coffee without the pain.”

Helpful Report

Posted 2 years ago

“I purchased a Nespresso Atelier just a few months ago (end of February) and had an issue (when the pump started working, it would leak water from the bottom). Kinda disappointed that we purchased one of their "luxury" models and it was already having such issues with minimal use, but I figure hey... just bad luck... First, we sent in a request by email for them to deal with things. No response. Called them and they said they would come pick it up, give us a replacement machine, and then return our machine within 3-5 business days. They gave us a base model, it gets the job done but no bells and whistles... fine. We'll have ours back in no time. 5 business days go by, and we call them up. They can't get ahold of the parts and need an extra day or two. Couple days go by. Nothing. Call them up AGAIN! Nothing they can do at the moment. We're nearing 3 weeks now, called again, was told they will look into it and hopefully by next week things will be sorted. Time and time again, they don't provide us with any updates. For something we paid more than $300 for, we've gotten barely any use out of it and now we're being given the run around cause they can't find a piece to fix it. We have to keep calling to get ANY information and what little information we do get is "please wait just a bit longer." All I know, is never again will I purchase from this company again lest I have to deal with this abysmal customer service...”

Helpful Report

Posted 2 years ago

“Steer clear from this shambles of an organisation. The subscription service is a con, the website advises you what you should pay a month, but what they don't tell you until you sign up that there is a minimum order!! The website Recomended a subscription plan of £20 per month, the cost for the minimum order was nearly twice that amount. Phoned up straight away to discuss this with Nespresso, order was cancelled at no cost due to being within the 14 day cooling off period. They have taken a termination fee from me two days later!! Agents on the phone have no authority to deal with the issue and the management refuse to speak to you. Have had to give these baboons a one star only because unless you give them a minimum one star you can't leave a review.. Spend your hard earned elsewhere!”

Helpful Report

Posted 2 years ago

“Absolutely appalling customer service on a refund issue. Staff and even escalation to manager are rude and not the slightest bit interested in being accountable for an almighty mess up. These people need a major reality check. Disgusted”

Helpful Report

Posted 2 years ago

“Absolutely appalling service and lack of response to a long outstanding complaint on a refund that has not been actioned. These people need a major shake up.”

Helpful Report

Posted 2 years ago

“We have the Nespresso Next machine and the machines stops working once every week. Every single week we have to run through the descaling process in order for it to work and it should not be like that. After multiple setbacks I decided to call customer service and we were on video chat for over an hour so she could watch me run through the descaling process that I've been doing without her for weeks. I get that it's apart of her checklist but an hour is a long time. After a a week we ran into the same problem. I called them back and the gentlewomen on the phone was extremely rude. I called with frustration and she made it worse. The machine makes great coffee but too many problems for the amount of money.”

Helpful Report

Posted 2 years ago

“Digusting customer service. Plain rude”

Helpful Report

Posted 2 years ago

“It makes a great cup of coffee when it works. Our machine has "frozen" twice. We returned it for a second repair 3 months ago. I called this morning. Yes, they have the machine. No, there is no information regarding the status but they will find out and report back in 24 hours.”

Helpful Report

Posted 2 years ago

“I signed up for a subscription in December 2021. It’s now July 2022 and I have yet to have a month where my delivery of coffee goes as planned. The delivery was originally with Yodle but this was changed to UPS because of the problems with orders not turning up. Today I have waited in all morning and the parcel has not turned up. Called UPS and they said they haven’t got the parcel yet. Called Nespresso and they said it’s not been sent out yet. I made the order over the phone with an advisor yesterday before 3pm and was told it was on next day delivery. I even received an email from UPS to say it was arriving this morning. So yet again I’ve wasted my time. Ok the coffee is nice. But I’m now at a point at 6 months into a subscription I’m looking to cancel and go back to using a normal coffee machine as I can’t be bothered anymore each month having to chase up an order and getting stressed out having to reexplain everything to someone at nespresso. If you like coffee and like it simple and stress free DO NOT GET A NESPRESSO MACHINE.”

Helpful Report

Posted 2 years ago

“I signed up for a subscription with Nespresso UK and after a couple of months or so I realised that they’ve been charging me twice. I reached out to them and they’ve been quite unhelpful, and is taking a long time to get my money back. I never agreed to 2 subscriptions, which is actually impossible to have with them, and they couldn’t justify why they took money twice. In these days, where every penny counts, it is extremely frustrating to have money taken off my bank account and then force me to wait over 2 weeks for a refund. Very very poor experience starting with Nespresso.”

Helpful Report

Posted 3 years ago

“Only had Nespresso Vertuo since February 2022. Sent back for repair in April as it was leaking water, over heating and stopped working. Same thing has happened again July 2022. Went through all the same tests over the phone which was a pain as it was exactly the same problem. Being sent ba k again foe repair. As I hardly use this machine as it is in a second property which I visit infrequently I'm very unhappy about all the hassle. Surely as it's still under guarantee it should be replaced.”

Helpful Report

Posted 3 years ago

“I contacted the company several times in the last couple of months regarding my broken Nespresso machine that was purchased less than 2 years ago and had stopped working (water leaked out the bottom during use). Using it only in my RV I had used it maybe 40 times, so each use effectively cost me more than $5. I probably wasted about 2 hours on the phone with customer service, going through all the troubleshooting efforts. At the end of all of that, I learned what I already knew before contacting them: my machine required repair/replacement. After a brief hold, I then learned that the company does not repair my model. And more importantly, then I learned that their 2-year warranty doesn’t apply to my model. Despite their website clearly indicating that it does (https://www.contact.nespresso.com/faq-3/th/en#2678): "We offer a 2 year warranty on all machines and Aeroccino. You will need to provide the proof of purchase.” I reach out to Nespresso to ask why their "2 year warranty on all machines" does not apply to my machine. I also asked why it not explained that my machine was not under warranty before I went through all of the troubleshooting and multiple phone calls. I asked why it was not explained that my machine was not repairable before I went through all of the troubleshooting and multiple phone calls. Finally, I asked what they were going to do to fix my problem. In response I received a form email, in which Nespresso was sorry my machine is not working to my satisfaction and inviting me to call their toll-free number to troubleshoot my machine. This is a terrible company. The coffee is delicious, but once my other working machine breaks, I’m done with them. And I encourage you to not start with them.”

Helpful Report

Posted 3 years ago

“I won't order through Nespresso again. My order arrived only partially filled. When I called the customer service number I was routed through several forced attempts to get me to buy a medical device, then Direct TV, then I hung up and googled a different number to call. That customer service rep informed me that that number deals only with business customers and tried to re-route me to the number I'd just tried. When I explained that I would not call the first number again and be hassled to buy something I was put on hold for awhile and then a customer service rep finally asked what was missing in my order. Now it will take 7-10 days for Nespresso to send the rest of my order. Never again. When I order my capsules through Amazon I get them within 3-4 days and there's never been an error in the order.”

Helpful Report

Posted 3 years ago

“The security questions to order coffee are ridiculous and frustrating. I had my customer number, could confirm name and address and credit cards on file but they would not process my order. I could not exactly recall what day I ordered coffee, what the value was and how much... who really remembers... what is the point of having a profile and customer number..... my bank asks less security questions. And the colour of my pixie is black but they not it on file as alimnignon.... French for grey / aluminium. The machine is black so because I got that wrong... the first rude csr would not process my order. My second attempt found a person who was more helpful and sympathized with the stupidity of a gauntlet of security questions to order coffee!!! The customer service sucks.”

Helpful Report

Posted 3 years ago

“From a lost machine and damaged and missing coffee orders to a refusal to honour their three year warranty on machines as new as three months old I have lost confidence in this company. The machines are very unreliable. I have five broken (leaks or error lights on) and despite running around carrying out all tests and proving that a machine was still leaking most coffee into the pod collector I was told that this was alright (so why didn't it do it from new?) I have since been told that, even though the machines are broken, I have to call their tech (lack of) support for each one. If something is broken a telephone call is not going to magically repair it! When I received an order from Yodel, the box was damaged but it was only on opening it that I found lots of missing sleeves and many of the rest were squashed flat (trodden on?) so unuseable. Nespresso initially only wanted to credit me for the missing ones - have they ever tried fitting a squashed dusty pod in the pod holder? As you can tell, four different breakdowns in two years and shocking customer service says something is wrong.”

Helpful Report

Posted 3 years ago

“we spend tons of money ordering coffee from NESPRESSO and if never comes on time or never comes and they have to re-ship the coffee. We pay 6.95 for shipping each time and never get it until weeks later.”

Helpful Report

Posted 3 years ago

“Bought 30 sleeve of capsules from Takashimaya, after 2 weeks open and found the packaging with 25 sleeve only have 20 sleeves of capsules inside Called and spoken to staff at both Takashimaya and HQ but got no one able to give an explanation on the missing capsules CS team at hotline claim will check b call back but when MIA Disappointed although i shld have open and check upon collection even though packaging was sealed”

Helpful Report

Posted 3 years ago

“Nespresso does NOT care at all about their customers. I have been a Nespresso customer for years and 6 days ago placed an order online, including a new machine. A few hours later, while the order was still listed as “pending” I called Nespresso to add an aeroccino at the reduced price when also purchasing a coffee machine. The company representative told me that she could not add this to my order so I told her to cancel my entire order immediately. Today, six days later, I notice an email from UPS stating I have an order to pick up; it is the Nespresso order that was supposed to be cancelled the same day it was placed. The company totally ignored by instructions to cancel the order immediately. I called Nespresso today and informed the company representative about all of this. She also told me the aeroccino could not be added to the original order and that I now had to pick up my order from the UPS store, print off a return label and then return the order. Are you kidding me! I told her that I shouldn’t have to even pick up the order at the UPS store when it had been cancelled three days before the shipping label was even created. I told her that good customer service would have told me that the aeroccino could not be added to the original order but that Nespresso would be happy to send me an aeroccino separately at the reduced price. Nespresso is definitely only interested in the money and not at all interested in customer satisfaction! I no longer like Nespresso at all:(”

Helpful Report

Posted 3 years ago

“I have a Nespresso Subscription and ordered pods with next day delivery, 15 days later Yodel has lost two deliveries and attempted to deliver the third replacement to the wrong address. Despite using the same address for the last 3 years.”

Helpful Report

Posted 3 years ago

Nespresso is rated 1.8 based on 345 reviews