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Nespresso Reviews

2.0 Rating 288 Reviews

21 %

of reviewers recommend Nespresso

Company Reviews

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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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 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”

Posted 1 year 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:(”

Posted 2 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.”

Posted 2 years ago

“I like the ease of using the capsules and the coffee does taste better than brewed coffee; however their use of certain companies for delivery means that often your delivery takes more than a week, and this disappoints me!”

Posted 2 years ago

“❌️Uma marca que se apresenta como lider e de bons valores mas faz promoções limitadas no tempo e sem um aviso próprio e claro. No final não serve os clientes...❌️”

Posted 2 years ago

“I had a chat with an advisor on Live Chat and was satisfied that my query had been dealt with how I had asked. A couple of hours later, I received a call from another adviser (I believe a Team Leader) advising that my query hadn’t quite been dealt with properly and they talked me through what I needed to do. I was pleasantly surprised by their vigilance in making sure they provided the best customer service they could. I would have needed to contact them again in future and I would have probably been annoyed at this. They pre-empted and avoided this with one simple call”

Posted 2 years ago

“I called today to order Vertuo capsules. I spoke with Ricardo, whom was a horrible representative. I told him from the beginning that I was calling because I wanted to order 20 capsules but I already had the promotional gifts that were offered. I explained all of this in detail to Ricardo and asked to scope out the offered item for another. He put m on hold and came back and said the manager denied the claim and said it could not not be done. I asked him to try again and say that I would be happy with a lesser valued item. He came back again and said that it could not be done because the pro motion item is the promotion item. I then explained to him that I have done this in the past when I have already received bed the promotional item and that it would be a duplicate for me. For me, just tell the truth, put please don’t lie. POOR customer service. If I find a comparable espresso machine, my business of 3 years will go elsewhere!”

Posted 2 years ago

“Bad CS experience ever! Wrote on chat and got reply from csr " I hope you are doing great " and disconnected me. Wrote a second time to ask to cancel my order same csr decided to give me advice instead of taking care of my request. I have been advised to buy at boutique. Very nice we don't have boutique in the city. Told him that and guess what! He disconnected me again! With reply thank you for contacting us if you any any other questions call us! What??? It's a joke and not CS. Called y to o the CS centre. Have to admit the lady was very nice and even apologized for the chat, said she will try to help me but guess what! She was supposed to call me and it's never happened. Today I got notification that my order has been shipped. Ridiculous.”

Posted 2 years ago

“Emailed the Chief Exec directly to ask him to listen to the 27 minute call I had to get a refund… Needless to say he passed my email on to the Customer Relations Team - after I had specifically asked him to listen to my recorded call. It’s quite evident to me that he views customer service as someone else’s responsibility and not his… Every time I have phoned Nespresso it has been a nightmare - never mind that they seem to think they are a bank - evidenced by the completely over the top security checks. And when you have, eventually, remembered the necessary details the front line staff can’t help you! As for the website and app - it’s style over substance every time - ‘use-ability’ is dreadful. Sorry Nespresso - you’ve had several chances to get things right for me and you have failed, miserably, every time. The Vertuo is going straight on to eBay today - I’ll get some money back and won’t have to pay £400 a year for coffee (!!!!) Amazing that they can afford to hire Mr Clooney for their tv ads but can’t equip their staff or ‘managers’ with email. No, seriously, they can’t email a customer….in 2022! Avoid.”

Posted 2 years ago

“Service livraison nul de chez nul à fuir”

Posted 2 years ago

“Multiple problems with milk steamer...machine sent in several times...last few times no longer under warranty...did not come back, so did chat and was told it would be replaced as non repairable and please call the machine specialist to pick colour and confirm address. So....called as instructed and was told this would not happen and I would have $100 off a new $1000 machine ....yup....and there is no recourse, no one to email... Not sure why someone authorized it first and then offer was rescinded, and not impressed with the lack of follow up. Will explore other brands and give away my remaining pods.”

Posted 2 years ago

“You sent out an email with a $40 promotion. So I replied and ordered about $200 of coffee .. 250 capsules. I did not complete the order. A few hours laterI I received an email reminding me to complete the order. So I clicked ORDER NOW and the system took me somewhere with Vertu coffees. I tried a number of times with the same result. So I went to your on line attendant. As I am typing in my problem the attendant flipped into a customer survey asking about my experience. Then I called the telephone number on your web site and ended up in your business call centre with someone who barely spoke English and had no interest in listening. She finally managed to transfer me to the individual call centre ... but not before asking me a series of questions about how satisfied I was with the service. So I ended up with a different person who could take the order. Clearly there is a serious management issue. No one had done systems testing. The staff training was severe lacking. Based on my experience I would not deal with Nespresso except for the fact that your coffee is quite good. By the way .. I usually order coffee a couple of times a year spending about $500. I have one of your Miele branded coffee machines with the carousel.”

Posted 2 years ago

“I have been dealing with Nespresso for around ten years. They always provide excellent coffee, reasonable cost with amazing service, ten out of ten! Ken Spear, Norfolk UK.”

Posted 2 years ago

“EasyOrder failed to arrive; no notification.”

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!”

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!”

Posted 2 years ago

“Have to say they are amazing reported problem with 8 month old machine replaced with new machine within days Staff are curtious and understanding Highly recommend them”

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.”

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.”

Posted 2 years ago

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

Posted 2 years ago

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Nespresso is rated 2.0 based on 288 reviews