Nespresso 

Ordered Nespresso Original pods and they arrived almost after 10-12 days - unlike before when they used UPS they now use some random company that does not even offer tracking....we are now buying from other places and delivery is in two days. Horrible service...

Rude Instagram/Social Media Manager. Nespresso should do better than this. Is not friendly or welcoming at all, and has a rude undertone in any generic response. For such a large brand, not sure why they wouldn't hire someone more friendly and approachable. Customer service speaks volumes to a brand.

Im a long time Nespresso customer and promoter. However recent changes to reordering coffee pods have me rethinking Nespresso entirely. I have an "easy order" that is showing on the web site as shipped since Jan 2nd. I called customer service, which has been taken over by a third party. I was not told when I will receive my coffee pods. This is the second order with an unexpected unexplained delay. If your considering buying a new machine, suggest you consider Nespresso distribution challenges.

Great customer service, terrible delivery system. They use Deliver-it and it’s absolute trash. I’ve been waiting over 4 weeks for my coffee order. Absolutely ridiculous.

Gifted a Nespresso from Italy friend, but of course it doesn't work here with its European plug. Bought the adapter which works on our other euro chargers but still the machine doesn't even turn on once.
"Customer service" on US side was sneering and scornful, unable to help since the machine leaving Italy voided the warranty. "Send it back," she laughed, after we told her it costs $200+ to ship, way more than the machine is worth.
I understand if the US side can't refund, but find something helpful to suggest, instead of making fun of us when we (and the gifter) are royally screwed.

Terrible phone order experience for pods through the Nespresso Club. Website is a horror show. Put on long holds repeatedly. Last hold was when the order taker went to find out why the order was $6.50 more than the product cost. I hung up. She calls back five mins later to say it was a mistake. I asked what it was for. She said shipping, but she deleted it. I told her to cancel my order and go for retraining. Nespresso phone ordering has gotten much worse over the past couple of years. I can order at the same price from Amazon Prime in ten seconds. Amazon doesn't offer recycling bags.

Been trying to place an "easy order" for 3 days - it's impossible - website errors repeatedly. Now the coffee I wanted to order is sold out anyway. Worthless website and unreliable product availability. Oh, and my VertuoPlus died within 4 months of purchase, with 1-2 cups usage per day. They did repair the machine but it took a few weeks back in March 2020.

This company is a joke,

I had an order for $100 worth of coffee through Nespresso it was already on the way when my machine decided not to work anymore after 6 months of use.

I called Nespresso about my issue and I was pleasantly surprised to hear that they would send me a box and a shipping label to my home and all I had to do was called the company to pick it up.

I just got off the phone again for the third time since December 17th telling me they will contact whoever sends the boxes to send the machine back in 3 times now and no action, I’m like why has it taken 3 weeks and still nothing.

Then I learn that they would email me a label and I’d have to print it out on January 6th first I’d heard of this.
January 6th the person I spoke to was supposed to send me a label through the mail, when I called this evening I was told they don’t do that so whoever told me that on January 6th was just trying to get me off the phone I think.

Overall I would give this company a negative out of 5 rating, once I get my machine fixed and if it breaks down again I will go back to my burr grinder and CHEMEX pour over.

Just wish I could wash my hands of Nespresso for good.

Given that we have a newborn, and he is up all night and doesn’t nap well, we were thrilled to have the Nespresso machine. However, only 3 weeks in and it simply stopped working. Customer service wasn’t at all helpful. Do not purchase this product.

Always have quick delivery of coffee capsules and love the recycling option!

Purchased as a gift. Expected delays in delivery. Selected option of text updates. Shock: Vendor indicated Undelivered, no text updates, found out via f/up on website. CS reissued order.
Pros: Good quality of coffee, CS is professional, friendly
Cons: website is horrible, tracking is horrible, text tracking status is horrible and unreliable.
Recommendations: locate a store, order pickup, save time, and headaches. The telephone CS is very professional.

My Nespresso took some getting use to. The coffee, even the more mild options, are strong. My real issue is that these are not cheap machines and my only 1 year old Nespresso Vertuo Plus machine is stuck in the descaling mode. I descaled several times and did mock descaling several times and it will not reset. I called customer service and the agent was polite and professional but her script will only allow her to make me conduct a mock descaling while she walked me through it. I explained that I already did this step several times and the issue was not the descaling cycle itself. It went on perfectly. The issue is getting the machine to understand it was descaled! She said it is the only thing she could do for me or I can send the machine in for a repair at a cost of $125. This machine is not worth the price tag if only after 1 year you need to pay for pricy repairs. I learned that other reviewers have had the same issue so it is a common ailment with this machine. DONT SPEND THE $$$ AND THINK YOU'RE GETTING SOMETHING EXTRA.

Coffee tastes amazing and the machine is so easy to use. We have already had three of our friends buy one after having a cup. Customer service is also #1. I Have called a couple times and they have been so helpful, Leiah was awesome, very knowledgeable about every coffee and explained how and where it was made. Would 100% recommend going with One of these machines.

Terrible customer service!! Wow - one of the worst customer service experiences I have ever had....

To preface, I do most of my shopping online and have done so for quite a while. I am used to dealing with glitches etc so I was quite surprised at how antiquated and dysfunctional the service was from Nespresso.

Where to begin... I placed an order online for a machine and pods through the Nespresso Canada site. The next day, I realized they had a better promotion on, which included an Aerrocino frother so I called and after waiting on hold for 5 minutes was told they would put me through to the right dept. I then sat on hold for 5 min, only to get disconnected. I called back and had the same experience but was put through to someone who then could not hear me. She said it was my phone (it wasn't since I had just talked to her colleague with no problems) and hung up on me. Called back, same thing, she hangs up on me. Then I call back a fourth time and ask not to be forwarded to someone else. The person I speak to is polite and says she cannot add the frother to my order but she can "try" to cancel my order so I can place a new order. She says this may take from 24hrs to 8 days. What?!? I then say that I won't know if the promotion I'm wanting to purchase will be in stock and also I need the machine in a week! I ask if I can just purchase both and return the first one. She says "oh yes! no problem". When I confirm that they will cover the return shipping costs, she then says "oh no you will have to pay!". Wow. She reassures me she will call me and let me know the status of the cancellation and has put a "rush" on the request. In the meantime, I find the machine I want (I've decided to change brands all together because of this horrendous service) at Best Buy and go there to buy it. The next day I get an email from Nespresso saying my original order has been shipped. No call, no email from the polite customer service girl who promised a call.... so now I'm on hold with them again. Let me check .... oh only for 28 minutes! And I have to say on top of that, they have the WORST hold music ever. I know they will tell me they are sorry and that I will have to ship the machine back at my own expense etc... but I'm still going to tell her how frustrated I am.

Just got off the phone with them. As suspected, there is nothing I can do except pay for the Aeroccino up front, wait 3 weeks for a credit adjustment, or get a store credit (no thanks!). The will not pay for the return shipping label for the machine. I will not take this option as I'm very reluctant to have to deal with this company again. Guess I'll try to sell the machine on my own.

NEVER will I ever buy a Nespresso product after this terrible experience and waste of my time.

Ordered coffee on December 10th, 2020. To date (Jan 2, 2021) still no delivery. We called customer service two times and they said they would send us new coffee to replace what they expressed was 'holiday delay' coffee. Really? When we searched our online account with Nespresso it states 'package shipped' but it hasn't. When tracking our package with the 'Deliver-it' service the number shows nothing meaning no coffee.

I placed an online order on 12/13/20 for Nespresso coffee pods, credit card was charged immediately, the order showed as "shipped" with a USPS tracking number, on 12/18/20 I started USPS investigation for the package (not received), USPS resolved investigation on 12/23/20, package never sent from Nespresso to USPS system. On 12/23/2020, I called Nespresso customer service, (6 min phone call) phone rep promised package would be delivered that day; on 12/29/20, I called Nespresso customer service, (7 min phone call) phone rep claimed package was mis-sorted and I would get a refund; On 12/31/20, I called Nespresso customer service, (22 min phone call) phone rep claimed no evidence of previous calls from me, lots of excuses about my package, verbally promised a refund in 30 days, then put me on extend hold (never returned), while my online history for this never-received order disappeared while I was viewing my online Nespresso account! They erased my order! They have fulfilled orders very quickly prior to December 2020. It seems something has failed with their online business.

I had a problem with an order and after looking online at reviews, I was pretty nervous that the customer service would be no help but I have to say it was amazing. Long story short a package was either lost or stolen and Purolator wasn’t much help so my last resort was to reach out to Nespresso. Without any questions and a brief explanation of what happened, she asked if I wanted my order re-shipped to me or pick up at a boutique closest to me. Since my previous order was lost I did the pick up and had the coffee a few days later, free of any charge. I’m sure there’s people who abuse the system and say their packages are lost and stolen in hopes of free product, and this made me nervous thinking I wouldn’t be getting anything at all and take the loss but it was an amazing, quick and pleasant phone call.

Update to post my order for December did arrive in my rating may have been a little low just because I was angry at the time. Customer service did try to help and they did offer free coffee for the delay and their coffee is outstanding. I am increasing my rating.

Their coffee is great and their shipping USED to be good but my last 2 orders (November and December) have never made it to me. My November order just completely disappeared from their system and I had to email my confirmation email of the order to customer service just to get them to believe that I placed an order and that my card was charged. Waited almost 3 weeks for The money to be released. My December order is stuck in limbo somewhere in the wonderful United States Postal Service. Previously on every other order my coffee usually arrived within three days I believe most always coming by UPS. I’m not sure why they’ve switched to the more mistake prone USPS but I wish they would go back, because unless they do, I probably will not order from them again. I was offered two free slaves of coffee for the trouble but what’s the point of that if I can’t even get it to be delivered to me?

I love Nespresso coffee, but customer service is painfully bad. I ordered coffee on November 30th, my card was charged a few days later and my order never shipped. I called customer service after about 15 days (orders are guaranteed to arrive within 7-10 days) and was issued a replacement order, which never shipped. Coincidentally, tracked the original order and was showing as delivered, though it wasn't (we have a ring doorbell, locked mailbox and were home all day). Called customer service again, another replacement was issued. Requested to talk to supervisor who was supposed to call me this morning. No call. Customer service is full of empty promises and shipping system seems to have completely derailed.

This machine doesn't even deserve one star. I purchased my machine a year ago I use it maybe once or twice a week and there are times that I don't even use it every week. Two weeks ago I went to use my machine and it is not working nothing brrws. I called customer service and the person I spoke to put me through 20 minutes of troubleshooting and everything he asked me to do I had already done before I called which I had told him and when he heard how my machine sounded he himself commented on the noise it was making and how it didn't sound good. The end result was that I should send them the machine and pay starting $145 and up to have it repaired and sent back to me. I said I was not paying $145 to have that machine repaired I hadn't even used it enough for there to be a problem that I should pay for. The customer service rep gave me an option of buying another machine for $149.I laughed and said you're going to charge me almost as much to repair my machine as you would to sell me a brand new one no thank you I am not interested in having another one of these machines if this is how long they last with so little use. He told me those were the only options that I had and that was all that he could do. I guess they really don't care at Nespresso about their customers. I'd be very leery to buy one of these machines I'm not so sure that they are worth the money if they don't last. Now I may have gotten a bad machine and it could be an exception but then they need to stand behind their machines a little bit better and to charge a customer $145 for repairs.like I said I'd be leery to buy one of these machines I don't think they're worth it.