Nespresso 

The coffee and the Machine I've had for years and they've been good. Their customer service has gone from five stars to one star the only reason I gave it 2stars was because of the coffee itself. I have called twice, one because of a coupon that didn't make sense
The other reason was to find out which decaffeinated coffee had less caffeine. They didn't know

Hi , i would like to give her an excellent review ,Isabella took time with me on the phone and solve the problem very fast ( got my new machine 2 days later) thanks so much ,will buy again for a long time !

Have been a vertuo customer for a couple of years. A year in to my last machine, it stopped working... went through all the steps couldn't fix. Called support, same drill, didn't work. They had me send it in for repair. It took four weeks before they told me it would have to be replaced... which they did... but don't know why they waited all that time. On top of that found out that Alto is discontinued, which was a main coffee I had been buying, and no plan to replace. It must have dug into their revenue stream. Bottom line, not great service and not market sensitive to what customers are looking for. Highly diminished view of the brand.

I bought the machine for my son as a gift - after hunting one down locally. Its the Vertuo Next - that is for the "tech savvy" coffee lovers. He had an issue starting it up (one of the manuals was missing from the box) - and Tech Support walked him thru it. Although I bought it brand new from a big chain store, it was also missing several pods (which I blame the store for, not Nespresso) and the $10 off coupon. I spoke to a woman on the phone who gave me two great options to replace the pods - and noted my son's account in case he has further issues with the machine, just in case it was a return that the store put back on the shelf. The coffee is really good - and they've been so nice on the phone that I'll be buying a machine for myself directly from Nespresso (although probably not one of the "tech savvy ones."

I cannot comment on the taste or quality of the coffee because my Nespresso Vertuo was purchased 2nd hand with a broken water reservoir. Unfortunately we could not return it (we were told it was BNIB.). I reached out to Nespresso, set up a customer account, spent 2 hours on the phone, provided cc info to outlet chase a replacement reservoir for the machine A MONTH ago. No one is returning calls or emails. I have not received an update or a charge or a replacement part. I am already so frustrated with customer service (follow up weekly and don’t get ANY reply or response) that I no longer am interested in this company any more. For a company with such proprietary products this is an UNACCEPTABLE customer service. Avoid! (Note, I was looking at new vertuo machines in a store and was approached by a family who said the coffee is cold.) FAKE foam on your espresso from spinning rather than pressure. AVOID.

This website NEVER works when I want to order. Won't accept credit cards sometimes, or just certain ones but it will switch depending on the day. Half the time promo codes don't get added correctly. Never had such a hard time to check out and spend money. I hate this website and the people responsible for it. Super bad job.

I have read other reviews and I am having a similar problem. Ordered a replacement machine and some coffee samples. Waited 7 days for ground shipment- it was actually 9 days before I got the package. Opened the package and all that was in it was random coffee samples. Not even the ones I asked for and no machine!!!! Nespresso once was world-class and I would get ground shipped in 3 to 5 days. Now it takes forever and the order arrives wrong. Very unhappy Nespresso!!!

This company has done nothing except give me the run around on my order. I feel like I’m playing the lottery, they took my money but will I get anything in return?
I ordered a machine and coffee to pickup at my local UPS store. My package arrives and it is JUST the free coffee samples. Nothing I actually paid for was in the package. I called and they sent me a replacement order. It’s been a week and absolutely no update on my order or when it will ship. Every time I contact customer service they give me a canned response “we’re so sorry” blah blah. They don’t actually care. I just want my order. Terrible experience.

Awful system. Seems fishy you cannot change your shipping address right after you place an order. Very tricky to get a response from the customer service team & had to speak to many representatives. Was informed that the shipping address may be changed but there’s a chance it won’t. Overall not happy and not sure if I will ever order from them again.

I would prefer to leave no stars...but one is my only option. I have never experienced this level of such poor customer service EVER.
I ordered a Nespresso Frothing Machine as a Christmas gift on 12/15/21. The tracking of my order through CDL Delivery (of whom I've never heard), had an acceptance of the order on 12/19/21. However, the updates never changed. I called Nespresso's customer service to ask the status of my order as it was a Christmas gift...I was told there was a huge shipping back log. Which is ironic because my recipient had ordered me the whole Nespresso system the day prior to my order, unbeknownst to either of us. I received my Nespresso gift way before Christmas.
I continued to track the delivery with the same tracking number with CDL. There were no updates.
Embarrassed that my Christmas gift was so late and had no idea if or when it would arrive, I again called Customer Service on 12/28/21 at 12:27pm and had a hard connection with the associate to cancel the order. He told me it was cancelled and when I asked for a cancellation # he couldn't give me one; however, I would receive a cancel confirmation email with 10-15 minutes, which I never received.
On 1/6/22 @ 4:29pm, I spoke with Ashley in customer service, she was the only helpful Customer Service person. She replaced the order and told me the item would be sent in 3-5 business days and gave me a confirmation number.
Finally, my recipient received my gift. However, unbeknownst to me, she already had the item. When she tried to return it...she went through another painful process with Nespresso's customer service.
She was told she couldn't return it and get a credit, she would receive a return label which she never did, the credit would go to me, which, I've never received. etc.etc.etc. I am so super disappointed with this customer service.
No follow through, false promises, and making a gift giver and recipient work way too hard that is still not resolved. Until this issue is properly resolved between both parties, I will have no other choice than to file a credit card fraud complaint.
Again, I am so disappointed in this company's customer service.

Customer service is non-existent. I received a defective machine and made several calls to get it replaced. The reception on their phones is appalling - almost impossible to make out what the representative is saying. I was told that a packing slip would be emailed by a separate department the following day and I could then return the defective one and buy another if I wished. No packing slip was ever forthcoming, so I called again. Another garbled phone line, another wait on hold for 20 minutes, only to be told that the department responsible for issuing the packing slip had not answered! I can’t believe a company can be so sloppy and disrespectful of customers. I’m going to take the crap machine back to one of their stores and avoid ever dealing with Nespresso again

If i could give NO STAR i would.
They have the worse customer service EVER.
They use third world countries to service English Canada. Just like the Bay, Walmart...etc. GREED is their only concern.... They have ZERO respect for their clients. All over the internet their reviews are DISGUSTING. And then a Nespresso bot shows up to post 5 stars lo typical M.O.
Goodbye Nespresso and F-U!

Run, don’t walk, away from anything with Nespresso on it. Have been using the Nomad Travel Mug shipped directly from Nespresso. However, the spring loaded top stopped working after a few months. Contacted Nespresso for a replacement top, but they refuse to stand behind their product. They want to me to purchase an entire new mug to get a new top. Poor customer service - Have your customers buy another mug that may also stop working.

Had an issue with my Veutro machine that just broke: the guy in the phone instantly sent me a new one that arrived the next day - and said to dispose the old one. Great at clearing up general queries and they are fast!

When most companies would go through a slow exchange or repair process and 4 weeks later say it’s your fault.

Terrible customer service. Ordered stuff online and canceled my ordered just a few hours after it was placed. I was told it was canceled but saw the chargers were taken out of my account 3 days later. I called about the charges and they said they would be refunded about 2 days later. The refund never came so I called back and they told me because they already shipped it I had to wait until they received the package back until i got my refund. So because their customer service is incompetent I’m out the money on that order for two weeks. For a company that’s supposed to be “high end” I’m very dissatisfied with them and how they handle their returns. As much as I love their coffee I will not be buying there products anymore!

My coffee machine has been broken and I I called them to get a new one if it’s unfixable, they said it’s over one year and it’s out of warranty, you can buy 170$ capsules and get a free refurbished, not new, machine
I said ok fine, I was on the phone for 50 minutes every time I gave them a call, their super slow, their phone has problems you can hear them barely, I really got headache cause I was explaining everything to one person for like 5 time and that person kept asking the questions that I already have the answers, they’re dumb, the people that are working for Nespresso are dumb

My nespresso vertuo next machine is defective with a continuous rapid orange blinking light. I previously tried descaling and resetting the device without any success. I called customer service and I experienced two separate agents who were very disrespectful, unprofessional, dismissive, and unhelpful.

My second customer service agent made me dispose of a brand new descaling agent in my water tank stating that in order to reset the device I needed fresh water in the tank. After I did that and the method did not work, I asked whether I can receive a refund on my descaling kit that he made me dump and responded with a "no refund." Shortly afterwards, he just hung up on me. When I tried calling back, I was led directly to voicemail meaning that they recognized my number and hung up on me.

This was absolutely the worst customer service experience I've seen and its shocking that its coming from such a renowned company like nespresso.

I have now wasted 1 1/2 hours trying to purchase coffee pods from this company. I was not able to do it online as my e-mail address wasn't recognized. I tried calling the phone number for customer service. After repeating all information several times, the agent could not get my credit card to go through. I called the card company and there was no problem with the card. I am totally frustrated with so much wasted time and no help that accomplished anything. I give up.

Online nespresso is a scam. I would give zero star. Order something for my friend this Christmas. My order never shipped and shows awaiting for carrier to pick up. They didn’t deliver the order or give you any updates, This company is total scam. Customer service is horrible and very rude. Better off call credit card company to dispute the charge.

Placed an order for my coffee which I always get within 2 days. Six days later and nothing even though the tracking gave me a specific date. The delivery date just kept changing. I call Nespresso and spend 30 minutes on the phone voicing my concern and am told not to worry, i will be getting it the next day and still nothing. I call again and all the rep does is repeat back what i'm saying but cant find a solution to the problem. She just keeps saying that i will eventually get my order. I am so mad at the horrible customer service. Will be switching to Keurig to save myself the headache!