Nespresso 

Similar to many other reviews, experienced terrible customer service trying to place my first order. I was trying to figure out the $25 credit and talked to two agents neither of who were helpful - the first put me on hold and hung up, the second was also not helpful then the call was cut off midway through. Gave up on the $25 credit so tried calling back just to place my welcome offer order and again the call was dropped.

The coffee is great, but the $25 reward has been a confusing disaster! It’s very difficult to speak to anyone. They tell me it’s on my account but when I purchase it’s not there!

If there is 0 star I would give 0.
Endless wait on repairing my milk Forster. Mailed back to them on Mar.18, and still no updates. Called in 5 times and also required manager to call me, never received calls on anyone. They told you they created case for you and PROMISED will call you back, they just scam you, they don't care. If you bought the machine from Costco, and unluckily your machine broken, save your time, just return it. DON'T SEND TO THEM FOR REPAIR !!!!!

We bought our Nespresso machine in 2012. Anytime we have ever had the slightest issue with it, all I've had to do is call and explain. They immediately send out another one while ours is being repaired. Today I had to call for a repair and the super friendly support lady told me, they no longer repair mine. She is now sending me a brand new machine free of charge. BEST customer service I have ever had in my 48 years! I don't know why everyone I know doesn't own one. Bravo, Nespresso!

Extremely poor customer service. Received an email indicating a promotion for 3 free sleeves of coffee "A few days left" (no expiry date provided). I tried to place the order online but the code wasn't accepted. I called customer service and they apologized that it didn't contain an expiry and made an 'exception' but advised they would call me back the following day to accept payment. NO call back. This prompted me to call and go through the process again; specifying on numerous occasions that I wished to PICK up the order from my nearest boutique (mail delivery is slower than usual these days). No problem... we will send you an email with confirmation and pick up... crickets.. Prompted ANOTHER call back... "Oh sorry, our apologies...we sent it for delivery"... Not wanting to wait a week for coffee, I requested that they make this order for pick up... Sorry..can't do that..you'll have to order it again and pay all over again... call taker wasn't 'certain' that the order could be cancelled and couldn't be switched to pick up. No problem...seeing as this isn't my 'issue' please let me have some complimentary coffee that I can pick up at the boutique to tide me over until this order arrives....sorry, can't do that either.. I requested to speak with a customer service supervisor as it shouldn't require 4 phone calls to place a coffee order.. No problem..in 2 or 3 days someone should be calling you back and in the meantime we're going to 'try' and cancel your order. So at present, I have $258 worth of coffee in 'limbo' and the promise of a call back in a few days...much like their original offer.... AVOID!

Disgraceful customer service. Very disorganized, I don't think anyone working at this company has any idea what has to be done. The owners must suck. Don't spend your money on their site, you may not get your order but your money will be long gone. I was supposed to get a $25 credit as a promotion. Good luck with trying to redeem it, I think the promotion is from an alternate reality I must have been in when I ordered.

Nespresso claims to recycle capsules. Great. It provides bags for the used capsules, and pretends drivers will pick them up when delivering new coffee. However, the drivers never pick up the bags we place outside. Never. The previous time I called upon a driver when he was leaving, he simply ignored me. The last time the driver had to step over the bags to deliver the coffee, they were still there when I returned. I do not blame the drivers - they are probably put under inhuman time pressure. To save money, Nespresso has organized the logistics to save money, sacrificing recycling. So be it, but then do not pretend to recycle.

Great coffee. Appalling customer service. Pray your machine doesn’t need repair. We have been without our machine for 6 weeks and still don’t have it back. Have wasted hours on the phone trying to resolve. There is no call back option, just sit on hold for endless periods listening to bad music. They don’t care!!!

Ordered $100 worth of Nespresso Pods including an additional $7 for faster delivery (1-3 days). I have been a long time customer of Nespresso in the past (now coming back after about 2 years using Jura). Nespresso has a fantastic product of extremely high quality. I was very excited to receive my order, however now I'm very disappointed by how long it is taking to get this order to me. I ordered 4 days ago and hope it will come some point this week. Nespresso is worth it, but just make sure you don't pay for express shipping cause it means nothing.

Worst customer service EVER! More than 30 days without receiving my machine, but keep withdraw the subscription money from the credit card!! Several phone calls all assuring the next week everything will be resolved but nothing, no machine, no explanation, and worst no money returned. I ask a refund, and ask explicitly to be contacted about all this mess, but no one in Nespresso cares.
Better buy your pods and machine from AMAZON.

Worst customer service EVER! Every time you call to get an answer for a lost package or delivery you get a different answer and no one can or is willing to help. When you ask for a refund, it takes 5-15 days to get approved and up to 30 days to get credited back. Absolutely useless customer service. It's really sad because the coffee is amazing. Better buy your pods and machine from AMAZON.

0 or negative star if possible

Extremely frustrating customer service. My machine had an issue and I sent it for repair to nespresso service center, they sent it back after a month saying the issue is fixed, the same issue still existed after I got it back! I resent it and its already more than a month they haven't sent me the machine back, I already called the customer service more than thrice in a week, the last time of which, they put me on hold for an hour and then disconnected. I cannot specify my entire experience in detail otherwise it would just be a 2 pager. Never buy it if you want peace.

Nespresso website is a disgrace.
It goes out of its way not to process your order, I have waisted 30 mins trying to place a coffee order and consistently refuses to accept address details, phone numbers and then reverts back to repeat your payment process again and again. Highly frustrating and I would be reluctant to continue using their product...

I am really frustrated. I got my Nespresso vertuo as a gift on December 2020 and it broke down on January 2021. I have been trying since then to find a solution (we are in April now). I sent it for repair and they sent it back still not working. I sent it again and they said it is defective and needs to be replaced but they need a receipt. I got it as a gift!!!
Im calling everyday but they put me back to where we started after long long holds. Everytime they promise a replacement within a week which never happened.

Had issues with both my machines sent one in for repair but when I received it ,it still wasn’t working called them back and spoke to a representative they decided to send me a new one well when I got the new one it wasn’t even the same machine so once agin I call them back they send out the correct machine finally so I call them back and asked them for instructions on how to send back the other machine they tell me that they would send ups and that the driver would have a preprinted label since I had no printer!! Sounded awesome at first so ups comes picks up my machines the one that was incorrect and the one that was broken that they asked me if I wanted to donate witch I said yes !! Put both machines in the same box and that was it ..so I thought! So I kept calling because my other machine was still having issues so I decided to get it repaired call the and they tell me that they don’t repair the original line so they sent me a new one ... I called them today because I was having issues placing a online order then I find out that they never received the other machines I sent back !!!! Months later!!!!! Are you kidding me ??????then their asking me for proof of pickup from the ups driver witch he didn’t give me anything!!!!!! It’s so unprofessional to wait so long to tell you that they never received the dam returns what do I do now ??? I have no proof that I sent it because I was never provided anything to confirm pick up !!!! Lesson learned take it your self to the ups store and ask for a receipt and hold on to it for several months because you never know with this company...and even the ups driver told me not to worry because the have a contract with Nespresso so I I didn’t even think twice about it my mistake I’ll never buy nesspresso agin !!!😤😭

The machine was great at first until it broke after only 3 months of use. Now it’s trapped at the “repair centre” in Montreal and I cannot get any updates on my machine.

Whenever I call nespresso customer service for a status update on my machine I am told everytime to call after a different date. Clearly they’re just passing the problem onto the next person to deal with. I asked if I would be sent a notification when my machine would be sent back to me and was told no so me as the customer is supposed to just keep calling the customer service line everyday until my machine magically shows up on my doorstep one day.

The most frustrating part is I had just put in a $200 order of coffee before my Vertuo Next machine broke. Now I have had to buy a new coffee machine, coffee and filters while I await for mine to be repaired. It’s been one month already.

Stay away from the Vertuo Next line. Terrible machine. If you read on their social media pages or on Reddit everyone’s Vertuo Next is breaking down after a couple months use.

I’ve been trying to enjoy my Vertuo machine that my husband gave to me as a  Christmas gift and it seems impossible to have things right with Nespresso.

My machine came to me defected and did not warm my coffee. I called the Customer Service line and they told me I have to microwave my coffee or run the an used capsule before to get hot coffee because the machine its european and people from there do not drink hot coffee which does not make any sense at all.

After almost 45 minutes in line trying to get a proper solution for my issue the agent offered me to send the Vertuo Chrome instead and wait for 6 weeks or get the same machine. I told her I dont want the same machine but it seems a troublemaker and I asked to send me the Vertuo Chrome and Id use my old regular coffee machine instead.

While I was waiting I recieve a confirmations that my order was processed and when I see they sent me THE SAME VERTUO MACHINE without my permission.

I clearly told them I didt want the same machine and keep having  the same issue but they did it anyways.

I called back and the ladie said that I requested that because the Vertuo  Chrome was out stock and over again I have to explain that I DONT WANT THAT MACHINE.

Now the agent  says that the other machine only comes in 6 weeks and I have to wait but she would follow up with me since they made a second mistake with me.

I’ve been waiting now for 9 weeks  using my other regular coffee machine instead and I today I tried make coffee today and the machine simply DOES NOT WORK AT ALL.  The blue its frozen and does not run the capsule . I turned on the machine from the outlet and nothing changed.

I called the Customer Care again and asked to check on the status on the Vertuo Chrome machine and and its still not available. I saw on the app that the bundle machine its in stock which is the same machine Ive been waiting for 9 weeks and they dint want to send me because it has the milk frother which is ridiculous because my Vertuo did come with a milk frother so I could have enjoyes my machine since Christmas since I have the issue but they did want to do it .

Nobody could help me after almost one hour on the phone because the department in charge has to give me a call to explain that they cannot sent the machine I want because has the frother. Its so disrespectful what Nespresso is doing with me. My husband spent so much money buying this machine all this expensive capsules and I cannot enjoy it. I just keep wasting my time and patience trying to get what its mine as a right. I dont recommend Nespresso at all and Im so disappointed by the way they are dealing my case.

Terrible customer service, untrustworthy company.

Absolutely terrible experience with Nespresso. My friend told me she had the same experience when dealing with a refund but I did not listen. It took almost 4 months to finalize my return. I found they were constantly giving me excuses for why I did not receive my return slip (could be in junk mail - checked and it wasn't there, their IT was down - but in my previous call with the same customer service rep they said I would receive it immediately). Then they went back and forth saying I won't have to pay for my return then I would as if they were trying to not make me do a refund. Finally got my slip, returned it and they received the product back in January and it's now March and I have only received the credit. Called the toll line to have it transferred into my account and the customer service representative submitted the form right away and when I asked for her to read back my credit card number to make sure there wouldn't be any issues with receiving the money, she said she wasn't able to because it was already submitted.

Advice for anyone wanting to process a return: Have your lawyers ready and make sure you ask to speak with management. They do not escalate anything unless you are taking serious action against them.

No matter how good quality or enjoyable their products are, I will NEVER purchase from Nespresso ever again. I do not trust the company and I don't think my family or my colleagues will ever purchase with them either after hearing about my experience.

I purchased a Nespresso machine because I like the coffee product, in particular the Iced Forte. It's designed to be poured over ice to make a great iced coffee. I have a standing order and every time the order is about to ship I I'm informed that the Iced Forte is not available.
How can a coffee company with so many coffee products that has ONLY ONE to be used as Iced Coffee never have it available? I can't be the only customer that likes to have their coffee over ice.
I feel like a fool buying the nespresso Vertuo machine if Nespresso can not keep its only coffee meant to be used with Ice in stock. Looks like I should have stuck with my cold brew coffee maker with the choice of so many better coffees at lower prices.
If you enjoy iced coffee DO NOT by a nespresso machine.

Certainly not enjoying the dinner break I’m taking after full work day and no lunch in financial statements season. Spending my “break” time (before I work until midnight) on hold with Nespresso Customer Service...who likely have left for the night even though I entered the call queue BEFORE the end of operating hours (in Canada). I have screen shots to prove it.

Nespresso slapped my shipping label on someone else’s box. Trying to fix their mistake at the expense of my time and sanity. Second time my order has been wrong in recent months. Although this time was not just a few sleeves...it’s the whole frickin’ box!

I’m paying a for a premium price...for what? My Baratza Virtuoso conical burr grinder, Bodum French press, and my Bialetti moka pot are all looking better and better with each passing second I have to listen to the worst hold music on the planet. I see a bag of premium beans in my future...not another nightmare Nespresso order.

I have an 1 hour and 46 minutes vested in this “holding pattern”...clearly I’m an absolute idiot to believe their vacant promise “Thank you for holding. You will be connected to our next available coffee specialist.” Actually, truth be told, I’m using my time wisely in voicing my experience on various sites.

Be forewarned.