Placed a recent order online, site pushed a promotion which offered 3 free sleeves when you order 20 sleeves. When the order arrived there were no free sleeves. Contacted Nespresso to be informed the offer had ended the day before I placed the order. Apparently they think it is OK to have a deceptive and miss leading website!
Review by Juljan Chetphongphan1 month ago
We purchase from Nespresso on a regular basis and find the service and delivery great! Any issues we have had have been resolved quickly by the team.
Review by Kusokis2 months ago
I have been a GOOD customer for 3 years ($100+/mo). I had a hold put on my account. I had to call:
The first representative talked over me. (Really? That's why they didn't understand what I was saying...they weren't listening.)
The second one: passive aggressive, condescending and SO rude.
Nespresso: this is completely unacceptable. You may have great coffee, but you have the WORST customer service.
Hope to find a better provider soon so I don't have to ever talk to anyone on your customer service team ever again.
Review by Kwaala2 months ago
We purchase from Nespresso on a regular basis and find the service and delivery great! Any issues we have had have been resolved quickly by the team.
Review by Spookyspine3 months ago
I have been a customer for 2 1/2 years now the first year coffee was perfect and delivery was next day each time. The last year the coffee has risen in price and gone down in quality. What’s bothering me the most is delivery and customer service. They promise coffee will arrive next Day but I usually won’t see it for at least a week. Many times it never arrives and I must start the entire order over again which takes another week. Once I called to complain and customer service lied to me and said the next day delivery was supposed to be taken off web site. I have decided to get coffe from amazon which actually tastes better with reliable delivery.
Review by DeanU3 months ago
I am writing about their customer service not the product. I have confirmation that payment had been made to Nespresso along with and email confirmation of my order. After not receiving my order, I callled Nespresso to follow up on my order. According the their records, I never placed an order. They are not even interested in my confirmations but they did offer to place another order for me at an additional charge. Lucky for me, my Nespresso machine was a gift so no longer using it is not that big of a loss. Before you spend hundreds on this product make sure you have an ootion other than dealing with them online.
Review by PompeyNAS4 months ago
Honestly some of the worst customer service i've received from any online retailer. Ordered my first package says free next day shipping. Week later no package, call and wait on hold for 15 minutes. Comes back and says we are shipping today and should be there in the next day or so???? No customer care or service just that and hangs up. I should just return my nespresso machine altogether and stick with Keurig.
Review by Kurtis4 months ago
I had an issue with my coffee order and customer service was excellent how they dealt with it!! I became a customer accidentally since I got my machine as a gift. There's no turning back. Love the coffee, no comparison to competitors!
Review by Ninj4 months ago
So, where do I begin?? Subscribed to the offer of getting a machine for £1 and based on our usage we were paying £45.00. The first machine didn't work, the milk device didn't always work. The second machine, same issues, the third yet again the same. It turned out that you could not use skimmed milk, only semi-skimmed even though it was recommended to use skimmed. The compromise was Nespresso gave us a 'Touch'. All well and good, a better machine so after many months of calling Nespresso we believed the issue had been resolved. Couple of months down the road this machine started to play up and there was an issue with the milk function. After 30 minutes on the phone they finally agreed to collect the machine. Machine returned and their response was that it needed descaling. WE descale our machine as soon as it's required using the de-scaler only purchased from Nespresso. Machine returned and just under a week it's still playing up. On the phone today for at least an hour trying to get things sorted. Customer service is a joke! We have been a Nespresso user for over 11 years now without even a single call to their customer services but now we have a direct line to them. Totally disgusting to say the least
Review by CatherineEmma4 months ago
Had my machine for 6 months.
Perfect coffee everytime!
Review by FaisalRahman Wormuth4 months ago
Super easy and delicious. I like the commitment so recycling.
Review by Poppadot4 months ago
IMPORTANT ANNOUNCEMENT TO ALL VERTUO CUSTOMERS: How many of you customers are aware of Nespresso new secret policy change that they are quietly trying to implement behind everyone's back ??? Not One Person!. They are now shipping coffee, not in the sleeves that we ALL are USED TO and WANT, but simply dumping the pods bulk in a box for us consumers to deal with on our countertops. Who else is as pissed as I am with unwanted change which obviously was not researched and only done as some internal cost cutting measure! First they changed their shipping policy from FREE 2 Business Day Delivery to almost a week, now this!
I usually get my coffee my mail but when it arrived in bulk and spilled out all over the floor and became an unorganized mess in my kitchen, pantry and countertop I called Customer Service to tell them my product was defective. That person said it was the way these are being delivered and to save on "recycling cost" & the "environment". Are you kidding me, do they think we are STUPID the paper sleeves are already made from recycled paper and it is the metal pod that are a strain on the environment! Could any of you imagine buying a box of tissue and having Kleenex Company tell you sorry we discontinued the box the tissues are in', you now just get the tissues in bulk without the box dispenser, "to help save the planet!' And we decided not to tell you until you purchase our product.
So the Customer Service rep on the phone told me to go to the local Nespresso Boutique and exchange all the bulk packaging boxes with their stock of coffee boxes on the shelves that have sleeves So, I get in my car and drag my ass 45 minutes (ONE WAY) up to the store only to find out the store is in transition, so they are only able to change out a few flavors with pods that have sleeves... They told me that they have NO idea why the company made the changes, unannounced, but probably to save some money. They said the Nespresso store has been OVERWHELMED BY THE NEGATIVE RESPONSE to this change Really go figure How many of you reading this are as disappointed as we all are that have received these recent box shipments? Anyone recommend another Coffee Maker?! . NESPRESSO SHAME ON YOU.
Everyone That Thinks This New Packaging Is A BAD IDEA Make Your Voice Heard ... TAKE THE FREE POSTAGE PREPAID RECYCLE ENVELOPE (Get the Maximum Number You Can!) AND PUT ROCKS AND STONES IN BAG AND DROP IT AT UPS STORE SO THEY CAN HEAR OUR VOICES AT CORPORATE WHEN THEY GO TO OPEN THE BAG OF ROCKS NESPRESSO PAID TO HAVE RETURNED TO THEM ... MAKE YOUR VOICE HEARD !!!
Review by Funovation Ravenzwaaij4 months ago
I couldn't love a machine more! It has changed my life 100%. 💖💖💖
Review by Lungs4 months ago
Bought Lattissima touch from John Lewis. Coffee cool to warm from 1st use. Tried putting steam through milk, hot water through coffee part, double walled cups and heating cups. Results very variable. Called John Lewis in March, machine 3 months old, who advised to speak to Nespresso. Well, hours later, they agreed to send out a new milk unit. No improvement.
Called John Lewis in April, again, speak to Nespresso. After a further hour plus, they arranged to pick up machine for repair. Part replaced and returned. No difference. Called Nespresso again, and they wanted me to go through troubleshooting AGAIN. They treat you like a fool They expect you to spend about 4 minutes priming the machine before you make a lukewarm coffee.
Machine sent back again. No difference. John Lewis have now dealt with the issue, but NEVER buy a Nespresso machine. Dreadful customer service. Will never get back the hours I spent on the phone to them
Review by Osito Callito4 months ago
Brilliant customer service. I can order coffee before 9pm and its here the next day. That's not the reason I wanted to leave this review. A few weeks ago I had an accident with my water compartment on my coffee machine. I emailed to say it was my fault and could I purchase a spare part. I received a phone call about 3 hours later and the gentleman asked what had happened and checked the part required and then said it was ordered. I asked how much but it was free of charge because I had only had the machine a few months. He apologised that spares took 2 to 5 days to come rather than next day delivery so I told him I appreciated his help. The next day the part arrived (I am now very careful about filling the water up).
Stand up and take a bow Nespresso customer service at it's very best. Thank you. Stephen
Review by Ksweetz4 months ago
Love their product but their one day shipping is a FARCE. i. This day and age they could and should—especially for the price—DO
Review by Euniece Litwinska4 months ago
Awfull delivery from Nespresso in Poland - Warsaw.
The courier did not delivered at my flat, and when i pickup the delivery all coffees were damaged
Review by DougMiller5 months ago
To whom it may concern,
I have been dealing with you guys for a period of seven long months. My husband purchased one of the NesPresso machines as a gift me for Christmas. The machine was defective so I had to send it back. I requested for an “exchange” or something different as I wasn’t totally crazy about the flavor of the coffee and they told me I would have receive an in store credit. I had to do plenty of follow up calls, many times holding for long periods of time to follow up on my “in store credit”- seven months later, here I am wondering what has been going on for a representative to tell me that she was sorry that I was provided with the wrong information FOR SEVEN MONTHS, that I will not be receiving any credits since that is not how they handle business. My husband paid over $200.00 for this machine- ultimately, I was transferred to speak to a supervisor that told me that all they could give me was a credit for $99.00 because I didn’t purchase any coffee from them and because I waited too long?!! I waited too long because you guys dragged the process- how am I being penalized for something you guys messed up on?! I would encourage you to listen to all the calls I have made and provide a better resolution. One of your “managers” stated that she was going to get in touch with the corporate office to see if there is anything else that can be done- and this can take another month or two! Please tell me if this acceptable customer service?! What is funny is that I wasn’t even asking for the money back, I was just asking for them to send me another machine, an ex change for something in similar value- and they did me wrong on telling me about this “in store credit” that will never take place. I hope someone can correct this as soon as possible as I feel like seven months is an outrageous amount of time to get resolution on this.
Review by Shambrika Justeater5 months ago
Do not waste your money on a Nespresso Latissamo Pro. Since I bought it I have had trouble with it. John Lewis repaired within the first 6months of purchase after that they don’t care it’s now Nespresso a problem. Actually it’s been my problem because they are totally ineffective they can’t help and my machine has been returned at least 4 times. I have no confidence in Nespresso as a company or a brand. They do not offer any support or professional after care.
Review by Anthoo5 months ago
Well apparently the consumer goods Act does not apply to Nespresso! even within the 14 days as per their T's and C's. What an awful experience. Having had 3 years perfect service from our old Delonghi machine, we decided to upgrade to a new, more commercial machine as we have more and more coffee drinkers these days. Ordered the Machine on the 20th July 2019, it arrived on the 21st July 2019 as promised. We now have 750 Coffee disks that fit the new machine. (I knew it was a risk buying a so called £358.00 machine for £50 (The Nespresso Zenius) The new machine makes the same coffee and apparently it tastes the same, so no issues there. The issue is after 4 days we called to explain that the drip tray fills up very fast and needs constantly emptying. The answer was, this is normal and the machine may drip 2 or 3 times after each coffee. When we questioned the fact that it was dripping around 7 - 10 times after each coffee and not instantly, ie over several minutes, we were told to keep an eye on it. (this is the start of the deceit) A few days later the problem was getting worse, but as requested we were keeping an eye on it. It gets to the 4th July and we call back. Now the thing is dripping in excess of 15 times per coffee, we have tried leaving the disk arm down after a coffee and tried removing the disk after a coffee and it still drips. The excuses continue, this time the person on the call tried to get us to make a coffee, so she could hear the drips afterwards, you could not make this up if you tried... I lost it with the women on the phone and explained we no longer wanted the machine and requested a refund. She explained that this was not possible as we had the machine over 14 days (she said we had had the machine 15 days and as such was not returnable). I asked to be put through to he supervisor. Now I was put through to Callum who re-affirmed I was not entitled to a refund as we have had the machine 15 days... As I was trying to explain to Callum that he and Nespresso were abusing the situation as we had already made them aware of the problem within 4 days of having the machine, to which he made several more excuses, it bacame apparent to me that we had only had the machine 14 days... Callum instantly changed his tune, he became almost empathetic and agreed. I said that on that basis, we just want a refund as per your terms and conditions. Callum promised to call me back within the hour to organise this. Have a guess what happened... The hour did not even pass and he called back, to my absolute amazement I might ask. I was getting my pen and paper ready with the details of where to ship this awful machine too when the bomb shell was delivered. We cannot refund you because you have opened the box and used the machine. He also mentioned that all calls were recorded. How would it be possible for us to become unsatisfied with a machine without opening it and using it? My head hurts. Legal action here we go... Such a shame as we have been quite happy up until this issue, but from the conversations, they obviously have a product issue and with so many options at customer service, it also suggests a less than George Clooney experience. Looks like we will have to go Lavazza now! Plonkers
Review by Aashrith5 months ago
I would advise anyone thinking of joining the subscription to avoid it at all costs - Worst service i have ever come across
Review by Tobythedog Sarachild6 months ago
Horrible horrible horrible. They are nothing but rude people and liars. They have been messing me about now since March first. It started with my two month old barista recipe machine breaking. They sent me what they swore was new machine that was scratched and filthy. Then they sent me another which was even worse for it had a part missing and had dried milk inside. They still swore it was new. The boxes were damaged and the inner packaging was missing yes it was new. I ended up returning to get my money back after a month and a half. But I still loved that machine when it was working so I reordered. My mistake here. They new one arrived defective. I returned it and they recieved it may 22 still no refund. They want me to wait for 30 days and to top it upexcept one person they have all been horribly rude, like I am a servant at their feet or something. What a shame. I am determined now to find another source of coffee. I am taking my business somewhere else.
Review by NickOettinger Sandul6 months ago
Terrible attitude and customer service. Had an order shows delivered but haven't received items, was simply curious want to know what's going on. The customer service shows impatience, takes forever for them to reply, and literally end my conversation without answering my question!
Review by Ctaylormade6 months ago
We have had the machine over a year now and Nespresso have a fantastic operation.
I order a months' worth of supplies on a Sunday morning and the courier delivers before midday on the Monday. The track order system is brilliant and the coffee is always excellent quality.
We were even sent a free De-scaler for our machine!
Review by Wilfrida6 months ago
Their costumer support is a joke.
There's no online support for orders placed online. Calling in is the only option. But first one has to listen to a bunch of ads before getting any options. Not that it matters as they're not able to affect any change to an order placed a few hours ago. I called more than once, it's not a fluke. It's useless.