Nespresso 

Our Nespresso machine stopped working after 2 months. Sent it in for repairs and it was returned unfixed (but claiming to be fixed). When I tried to get the machine replaced, they refused unless I could find my Costco receipt. Despite be a registered customer, and them having already tried to fix the machine there was nothing they could do to help us out. Terrible customer service.

Nespresso machine works great.
Coffee pods are available at few and far away places.
Nespresso machines are available everywhere though.
If you want coffee for your Nespresso machine then you will have to be part of their club and order from them online.
They offer you free glass cups and coffee pods when you join their exclusive club but you never receive them. If you call them about it, they eventually hang up the phone.
If you write an email to them, don't expect a reply.
It's a shame. They have a good product but lack integrity. A nightmare.
The simple solution is to go with another brand altogether.
I'll be going with Kurig. They have coffee pods everywhere.

It was a year long nightmare after getting one for Christmas. Ordered 200 CAD in coffee pods for free gift which I did not receive. When it broke they kept trying to get me to tilt machine to fix myself. This results in coffee grounds all through the kitchen and between stove and countertop. Hard to understand staff. They hung up on me many times. Big issues getting shipping labels to return for repair. Machine irreparable I find out 6 mos later. Was told I could buy a new one for 100CAD. Wouldve been 60 CAD to return my coffee pods and be done with it but bc it was so old by time I found out machine irreparable even doing that was no longer an option. No loaner machine due to pandemic. Serge fixed it in the end and wasnt the easiest to understand but we got there and he was actually lovely. Hes sending me a new machine. I will use up as many of my pods as possible if not expired until it breaks and then I'm throwing it in the TRASH where it belongs!

Great coffee - lousy machines & service
I love the coffee but the customer service is the most frustrating I have ever dealt with!
I bought 2 machines a year ago and within 3 weeks, both machines stopped working.
I work with seniors so I have an abundance of patience, but the conversations with the customer service teams were the most infuriating experiences I have ever had. They have all the information of when and where I bought my machines, yet I was supposed to save my receipts?
There is obviously a reason they go on sale every November for 55% off - because they are not good quality. I doubt any Vertuo Next machines have lasted more then a year!
Shame on Nespresso - I'll never recommend them again to anyone!

HORRIBLE CUSTOMER SERVICE AND PRODUCT! DO NOT BUY!

I bought their new machine and the one I got does not connect via wifi like it said it would do. I called customer service and they sent us a "new" one so at first I was like well that was easy. However, the "new" machine they sent me was used! I can't believe they sent me a used machine! Disgusting! We are I the middle of the pandemic and this is what I got. Then when I called them back the person I was talking to hung up on me so I had to wait for an hour again just to get a hold of someone!

Worst customer service ever. The Swiss pride themselves on their excellent on-time abilities with trains, planes etc. But the Swiss lackies at Nespresso fu*k up on their customer service and delivery service massively. Over the past year we've had two orders that were promised to be delivered within 1 week. On their site, I looked and both deliveries were listed as Delivered...only 2 days after the order and yet neither had showed up till after three weeks. When I complained they sent replacement orders out that arrived before the original deliveries. This third time I ordered on Nov 2nd and received an email 2 days later with a tracking number from their inept shipping company Direct Ship. When I went to shippers website for an update on Nov 6th, it said "expected delivery on Nov 4th"?? So I called on the 8th and complained again. The rep re-ordered for us at no cost and said would be expedited. It's now the 20th and no coffee for either shipment. So I called again and got a CS Supervisor who said though the replacement order was marked "Expedite" it was sent "Economy"!! Blessed are the people who live in a city that has a Nespresso store nearby. They can go in and buy their pods immediately. The rest of us are left to the whims and incompetence of the Nespresso heathens and their Swiss masters.

Worst customer service ever. Cant understand the people that answer you after waiting an eternity to be answered. Then when I finally understand what they are saying and explain what I want they get it all wrong. Don't order coffee from them to be delivered every month because there is a lot of problems with that also.

Please train your indian customer service representatives well as they seem to be rude and unfriendliest to deal with customers. I've had calls before who some representatives are kiwis or other asians and they are all lovely. I called recently, for three times with different customer service representatives, all of them are indians and they are all not nice to me. They seem to be impatient in dealing with customers and I tried to be as nice as possible.

These people are seriously incompetent! I had placed an order over 2 weeks ago and still had not received anything so I called to check on my order and they mentioned that the order was ooops missing. Asked if they could ship another order and this is where the customer service gets bad..they were basically too bad too sad..they could send another order out but it could take up to 10 days. Are you kidding me? I have already waited 2 weeks for this and now wait 2 more! You would think at this point they would offer expediting but they didn’t so I asked. They said they would be unable to expedite any order. I was so mad that I canceled the order. Fast forward I called to see where my refund was and Low and behold no refund was issued. Surprise!? I asked to speak to a supervisor and magically there was none there. The representative changed your story multiple times about how long a refund would take initially 5 to 7 days Than 30 days then unsure if the refund was ever initiated. Going to call my credit card in the morning and see if I can just cancel it that way. I am very surprised at the way this company is representing itself. I am definitely selling my machine and purchasing a different one from a company that maybe cares just a little bit for their customers.

I received a Nespresso Vertuo machine as a gift years ago. When it finally gave out, I ordered a Nespresso VertuoPlus Deluxe machine. It was defective. I called Nespresso and they sent a replacement machine. Also defective!!! I called Nespresso who ran me through troubleshooting exercises and declared the second machine defective!!!! Very unaccommodating with respect to arrangements for replacing the second machine. My mobility is restricted and I'm having knee replacement surgery in two days. I have been a longtime customer of Nespresso but given this recent experience, I will be looking into alternatives.

Bad experience. Bought new coffee machine in jan and given $50 credit , bought coffee in July but couldn't apply credit because bought via web site, so Nov phone in for coffee order and requested credit , but then told credit expired in august so no credit available now, was not told expired in august. But said would send 2 sleeves of coffee ie less than half the credit value. V mean spirited. Member since 2013 spent thousands over the yrs . i will no long have anything to do with nespresso.v poor customer service .

I wish I read all the reviews before I purchased my vertuo next. Help desk is definitely trained to keep telling you to do the same steps every time you call no matter what! I just want a replacement. It’s been a year and I’ve had issues since day 1! Each time I call I get the same responses. Please reset the machine. Ok well…. That’s what I do almost every day! Reset the machine! I’m just so frustrated because Nespresso does not seem to pride themselves in customer satisfaction when there are technical difficulties. It’s not like this is a cheap machine!

I'm sad to say that I'm just going to finish my last capsules and switch to a real coffee machine.

I wanted to update to a newer model.
I purchased a 500$ machine from Nespresso directly.

When I plugged the machine I could hear a very annoying buzzing sound.

That's where the headaches started.
I think I got on the phone with Nespresso customer service about 10 times in 2 weeks.

their return process is a pain...
Having to call back to tell them the tracking number and then you have to follow up with them when the machine arrives.

The second machine they sent was also making the same buzzing sound.

No one seems to even know there are tons of discussions about the problem online.

The customer service keeps having to check with higher rank for each and every step.

This is very discouraging.
No one seems to know what to do there.

Now for the refund, I have to follow up when the machine arrives to their warehouse and then hope for a refund within 30 days...

I've never had to do follow ups and wait 30 days for a refund from any online company I have ordered from.

I don't know how such a company can still be successful with so many bad reviews.

I'm just tired of having to call them and go through their hoops and steps.

I'm just going to get a real coffee machine this time...

Just following up from my last review as I did not receive any response from Nespresso - but looking at all the negative reviews I guess they have no time to follow up! My machine now wants to be descaled AGAIN and that is what got me in this mess in the first place. AfraId to descale as that got my machine missing for over 2 months at "repair" . Anyhow maybe one day they will follow-up but in the meantime all I can do is let people know the bad experience with both the product and customer service.

Brutal brutal customer service!! I have ordered several times online, every order has been lost. And all I get is an "oops sorry" when I suggest that maybe if they cared about their customers they could do more than a pathetic 'sorry'... they repeat (like 10 times) that the package I have been waiting for for over a month is "NOW on its way". Then when I say yes, I understand that but, this is a reoccurring issue and I feel I deserve more than an "oops sorry", they say, "oh you would like a credit" we will give you ten bucks... after making me grovel and complain about something they should freely offer for all the thousands of dollars I have spent and for all the 'lost' parcels. Not to mention they are incredibly condescending and rude.
I have never gotten an order in under a month... and it always gets "lost". I always have to chase them down and I am getting tired of it, my time is worth more than this. I am done with this company, have given them multiple chances, their customer service is revolting!! They act like a champagne 'store' with a beer customer service department!! There are lots of coffee companies out there that are much better... I am not sad to move on, and they are clearly not sad to lose customers so at least we can agree on that!!

The Vertuo was purchased in April 2021, here we are in November 2021 and my machine hasn't functioned for days now with the only thing being told to me by customer service is to pick at it with a paperclip. You're telling me this $200 machine can't brew coffee until I clean out every single crevice with a paperclip?

No one is listening at corporate. Great coffee if your order is ever delivered.

UPS drops shipment in Richmond, CA and then transfers responsibility to USPS to then ship to Hawaii. The order sits there until boat ships which is a 30-60 day wait and now with shipping issues could be 90 days slow boat and distribution.

Nespresso corporate use to air fright via USPS direct which was a 3 day max.

Go back to air freight. Other wise, if your a Nespresso owner get pods at Target or Amazon.

Got an Aerocino milk foaming machine as a gift. Stopped working after 4 months....made less and less foam until it stopped making any foam completely. Had it exchanged with another one that didn't work from the beginning. I'm at the 3rd one now that doesn't work. Nespresso refuses to give credit or money back and keeps sending these Aerocino machines that don't work from the start. Very disappointed!

Can't get a hold of anyone on the phone. Waited on the line for 40 mins before I got someone and 5 mins in, the call drops. This is my 3rd attempt in the last 4 weeks. I've been told I can't take it into a store and have to work out the problem with a technician over the phone but unable to get to that step. My 1 yr warranty will expire soon and I'm at dead end. I'm very frustrated and surprised by the poor quality in customer service for the money I pay for their products. Disappointed.

I like the machines and coffee used to be better! Monthly plans are a good and convenient option!