Nespresso 

I have 2 machines. A citizi and a vertuo plus. Both work flawlessly and the citzi is about 6 years old. The coffee beats Starbucks by far and the shipping is ridiculously quick and free. I have stopped at their boutiques and never had anything less than perfect experience

Worst customer service I’ve ever experienced. Had to call 5 times today, was disconnected 3 times while talking with agent. Once I was finally connected and the agent says: thanks for your call.bye and hangs up on me. I’ve been waiting 5 weeks already for a repair and nobody has any clue. It actually feels I’m getting service like you’d expect in a third world country. Unbelievable.

To start the coffee is just ok. God help you if you need any support my machine worked for two weeks then quit. Spent an hour on the phone with someone who barley could speak English at the end it was determined that the machine was broken and needed to be repaired. They were shipping a box waited two weeks no box another 30 min on the phone trying to sort that out...................I can ramble for a while here but long story short I have spend over four hours on the phone and no resolve. They just don't care save yourself some aggravation and look at another coffee maker not worth it. I sent back their machine and will never support this company again.

Let me start by saying - I NEVER do reviews because I just don't feel like but this bugged me enough to do one. I ordered an Nespresso coffee machine during Black Friday in November 2020 for a Christmas gift for my mother. She ended up not liking it and talked to customer service about what she truly wanted. Customer Service ended up explaining what she truly wanted and which machine she should get. She ended up ordering a different machine and we sent the old one back to Nespresso to get a return. They had no problem with that and sent the USPS return label for us to return the machine, sent it off - everything was fine...until it wasn't. A month goes by and I didn't receive a refund. We didn't want to make a big case about it because of COVID and understanding time are a little stressful right now. I called customer service wanted to get an update on when I would get my refund. Customer service asks for the Order ID, my name, email, etc. He asks me did we return the machine, I stated yes we sent it back on X date (basically a month ago) and he asks me did the warehouse receive the machine. I told him - shouldn't yall know that? Don't y'all receive the information in your systems when you receive returns, exchanges from the warehouse so you can process refunds? So we are going back and forth about whether or not the warehouse received my package - I had to find the label myself because they don't have it in their system of the USPS return label THEY sent ME and give him the tracking number. He looks up the tracking number and the warehouse received the return machine 2 days after we sent it back. So then he gladly processes my return and then has to ask me what we did return because it has been a month so the machine is probably God knows where by now. Basically I had to give him all of this information rather than the warehouse having this information and it is sent into the systems for customer service so they can keep track of returns, exchanges, etc. There is absolutely no reason I have to call customer service to process my return when they had my machine for over a month. You all need to have your warehouse and customer service work together so they have correct information in their respective systems. You gladly took my money with no hesitation - process my refund just as fast then.

I have been a customer of Nespresso since 2013.
Never have I experienced such terrible customer service the last few months. I was told to try their new app where you can place orders with 3-5 days shipping in October. I placed the first app order in October that apparently displayed in their system as a boutique pick up. Which I never was told I had waiting for me after vising the boutique store weeks later with no delivery. I even received a YOUR ORDER SHIPPED notification the next day from the app order. After speaking with Nespresso several times, I kept getting the run around that I never placed an order, that it was picked up at the store. ETC. THREE different times being on the phone for nearly an hour, I had someone look further and further into it. THREE different times they told me, oh we see now, we will refund your money in 30 days. They even went as far as to tell me that they left detailed notes on my account so that I would not have to explain myself or waste my time again 45 days later, NO REFUND. I call again, they say the same run around. AGAIN. After expressing my frustration and threatening to leave Nespresso, even after screenshotting and emailing my app order, they still told me that I had placed and picked up the order from the store. I have spent THOUSANDS on Nespresso, and would not request or complain about ONE cheap order. It is not about the money, it's about principal, service, loyalty, and how you make a customer FEEL at the end of the day. I work in customer service, believe me when I say I was MORE than patient. I will no longer refer this brand, and am still contemplating on leaving. They told me that I must be the first person in Nespresso history to mistake an order pick up through the app, and she would do me the courtesy of a store credit only because I was so upset (I was shaking), but to believe her when she says that I bought and picked up this order........ I buy Nespresso to relax, to have something good to look forward to in the day. And now I think of going in to buy more, and I feel frustration and dis-ease. TECHNOLOGY HAS ERRORS. And a customer that spends a lot of money and has several machines for several years should be given the benefit of the doubt. Really disappointed in the service.

Ordered on line..was looking for store pick up option..told to go to payment..and when I did it was too late...no such option...stuck with home delivery...I called 5 minutes after my order..my order had not shown up on their computer..told to call back in 20 minutes. Asked to cancel order (by phone and by chat) all within. 20 minutes of order. Can’t do it. Ask for manager call back...its been 30 hours..still no sign...They stink (while their coffee is good)

Horrible! While the coffee is amazing and I love the machine, the company is awful! They mislead their customers and have absolutely no real customer service. Almost everyone I've talked to has been completely indifferent and obviously did not care about their work at all. Only one friendly girl and nice only goes so far when you're not given any autonomy to fix a problem. She escalated the issue to a manager and guess what, it's been about a week and I still haven't heard back or had my issue resolved: they randomly disabled my account (maybe because I complained and filed a dispute with my bank for a refund they failed to provide as promised) and I had to create a new one. Based on their response to my BBB complaint, they didn't like that either.

Horrible customer service. They use couriers who routinely lose pkgs. When you call them, they don’t even bother to call the courier service. They make you wait 10 days. Every time they either send the wrong items or it doesn’t come and they don’t want to replace it. They use Covid as an excuse. Covid has been around a year — they should’ve adapted by now. This is my last nespresso machine. This is my 3rd in a year because they sent me a faulty one — I had it repaired twice. Then the replacement they sent me was faulty.

The worst company when it comes to customer service. I just finished a phone conversation regarding a machine and capsules I bought only two weeks ago. I paid a total of $240 and Costco is offering the exact package for $159. I asked for a price match and they refused. She told me I can return it but I will be responsible for shipping which is $72 using UPS ground. I told her I would return it to their stores and she said stores do not accept return. I would trash my machine so I don't have to order ANYTHING from this conpany...

I placed a subscription order on Jan 18th 2021, they took the money from my account in a flash but could not see a balance in my Nespresso subscriptions for a long while - meanwhile I placed an order on line and couldn't use the money they had already siphoned out of my bank, so paid for the full order from my credit card. Eventually the subscription balance showed up but was soon cancelled without me knowing. Called them Feb 3rd and I was told "I don't know why it was cancelled, I will credit the amount back to you bank." That was 2 weeks ago...to date, Feb 12th no credit seen in my bank. The coffee tastes great! The client service girl was pleasant but something's not right with Nespresso accounts system and using online service sucks!

Update Feb 27th: called Nespresso to find out when I will get my refund. I am now told 30 days from request and still no explanation on why they cancelled my subscription. Very disappointing. Emptor caveat!

Honesty, I would not expect this from such a big company like Nespresso. After being a customer for 7 years. Last year I decided to upgrade my coffee machine. In two months, the machine stopped making good quality coffee (color and taste were off). I called Nespresso to fix or replace the machine. After a long waiting time representative told me to turn the machine off and on LOL (reset factory settings). I had to call back again; they ask me to run numerous tests in which I spent a whole sleeve of capsules and finally they agree to send me a box so I can send my machine to fix. After two weeks I did not get anything and I called them again. They said they are going to place that order and sent me a box. I have got the box after another two weeks, sent out my machine almost three weeks ago. ZERO communications (never received a call or email from them back), and no result. After spending thousands of dollars on Nespresso products I feel that deceived and disappointed. Needless to say, it's being months already and I still didn’t get my machine or replacement.

LOVE it! one of my favorite coffees and coffee machines

I find the coffee very tasty and the machine easy to use. It is just a pity that there are so few decaffeinato flavours. I would like to see more of them. But I guess the demand is not that high

Horrible experience. I bought a Vertuo Next coffee machine that lasted 2 weeks and stopped working. I was able to arrange an exchange and the machine that was exchanged with me was USED and refurbished. Absolutely disgusting.

I am so upset for the way Nespresso customer service representatives handle customer concerns regarding returns!
I love my Vertuo machine! I had it for many years and no problems to date. I purchased a newer Vertuo just because I liked the model and I got it with in days...love the delivery time too. But.. I got the new machine prior to Christmas and it was not a functional or practical machine on my counter due to the water dispenser on the back of the machine. So I requested a return/refund a few days after delivery. I am still waiting for my refund! I went through 3 representatives 3 Refund Approvals no shipping labels and finally decided to send it back my self via Canada Post. I called them to give them the tracking number so they can begin the refund and again the run around. They finally confirmed receipt of the machine but still no refund! How is it they can take the money the same day of purchase but it takes 30 days for refunds? Someone please explain this...it don’t make sense. I love my Nespresso coffee but definitely not happy with the service at all.

Ordered my Nespresso on 11-29-2020, sent it back and still have not been credited back my monies. Buyer beware if you are not satisfied.

Ongoing delivery problems. Due to Covid and the shops being closed, I have unfortunately beenf orced to order from Nespresso online this year. I have placed probably 10 orders, and only 1 of them has been problem-free. Every other order has had problems: missing items; recycling bags not collected; but their nuggest problem is theri complete inability to deliver on time. As an example, I ordered last Sunday; I got one of their infinitely misleading "Shipping message confirmation" emails on Monday - the title of the email is a total lie, as the order is not ready for shipping at that stage - it hasn't even been procssed; on Wednesday I got a UPS email to say the order has been labelled!!!! and now it's Friday and it hasn't moved into a UPS van yet. So incredibly annoying.

I've been eyeing up Espresso machines for a few months and decided on a Nespresso machine for my birthday. Due to the current global circumstances, I expected there to be a delay in getting my product; Only about 2 weeks had passed since placing my order.

I started to call customer service, who gave me varying answers each time I called. I came to the conclusion that "Pending" could also mean backordered, which is something I learned after I called the second time, after about 3 (business) weeks.

I just recently called again to check where my machine was (at the 4 week mark) as the tracking said it was delivered, but I only received the Aeroccino and not the actual machine. They told me that they would need to place another order since the machine I ordered was on backorder; I was very confused at this point and politely decided to just cancel and get a refund. The refund will also take another 30 business days to be returned to me...

I hope to have better luck maybe finding a machine in a retail store, or, settle on something else.

Ordered Nespresso pods; service is extremely slow. That say 7 days, used to be much faster, but now they donlt eben meet their 7 days. I called the customer service line twice, both times they said it would be delivered "tomorrow", and the next day nothing showed up; twice in a row now.

Bought a Nespresso machine on Jan 12th - my wife asked if we had received and we had not - so I went to the Nespresso website and it showed pending - so I called them and they said the machine I ordered was out of stock and they did not have an estimated time when it would be in stock again - then I was put on hold - the customer service rep offered to cancel the order and I said please - then on hold again so she could talk to the refund department - finally she said she could issue a refund (for a machine they did not know when it would be in stock) - she said the refund could take 30 days - I was done and requested she process it....whole process took over an hour...