Vali J

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Verified Reviewer
| map-marker Calgary, Alberta

Never buy a Nespresso Coffee Machine!

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Are you a coffee lover?Or have you found Nespresso as your favorite coffee machine? Either way my experience will help you to choose your next coffee maker more wisely.

My daughter bought a Nespresso Vertuo Next less than a year ago for me as a gift .I bought some accessories and coffee capsules a day after that for around $300, and every two or three months I spent at least $200 on capsules.

Based on my knowledge, such a great brand will definitely have great after sales service too but I was wrong.

One month ago the machine stopped working.

We tried to reach the service or warranty centre and you may not believe it but this is one of the weakest customer services I have ever experienced. It took a very long time for us to reach them to actually get a hold of someone and then it was this awful call quality, we tried multiple time with different phones and it was all the same. We were hardly able to understand the agent speaking because of the poor quality of the call.

We went through the instructions with the technician he asked about serial No and where we bought the machine and after spending over 40 minutes on the phone it was finally fixed.

You may not believe it but the same thing happened again last week! And again we had to jump through hoops to get to a technician who kept asking us all the questions about the serial number, where we got the machine from and etc.

even though we had a file open with notes with them(as per their agent)

I dont know why they cant pull up information from the serial no and call history this is simplest way to follow up.

Every time we talked with the same person (Marvan).

After cleaning the new machine over 4 times and not having coffee for a few days each time, they decided to send us a box, and asked us to bring it to the post office and send it to them! Yes, send it to them, they do not have the decency of picking it up themselves.

Now when I am writing this, one week has passed and I have not received any package and no news from Nespresso.

If you are a coffee lover like me ,and you have to start your day with coffee, you may suffer a lot when you get up each morning thinking of enjoying your coffee but instead you see a machine and very expensive coffee capsule and a big name but all useless.

Who knows, maybe Nespresso pay all their warranty budget to their ambassadors like George Clooney!

How far they can go with this bad service, we will see, but what I know I will never ever buy any product form Nespresso and strongly recommend you dont let any product make you feel bad specifically coffee machine.

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Loss:
$500
Cons:
  • Very bad coffee machine

Preferred solution: Full refund

User's recommendation: Never buy a Nespresso Coffee Machine!

jun d Oey

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Verified Reviewer
| map-marker Malibu, California

Very poor customer service

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I called to place an order over the phone, but I cannot understand a single word due to heavy accent. I politely asked to repeat, he got upset and rudely spilled out the canned disclaimer policy. Thus, I withhold my order and will look for other source to buy. Unfortunately, you have a good coffee but your customer service is so bad, that is not reflective of your product you have. Too bad, you lost one customer.
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Pros:
  • Good coffee
Cons:
  • Poor customer service

User's recommendation: more training for inter personnal skills for customer service personnel

Anonymous
map-marker Calgary, Alberta

CS or compete lack of

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I have been a Nespresso Customer for 8+ years, however in the last 3 years it has become unbearable. This last instance of horrible CS is for the Aeroccino.

They are not well made any longer. the milk burns to the bottom and cannot be properly cleaned. Nespresso is aware and tells you to use a wire brush (on the non-stick coating). I used my new Aeroccino for 4 days and it died.

Would not turn on nothing at all. Tries online chat told to call. Their CS hangs up after 20 min wait time resluting in having to make multiple calls.I finally got a hold of someone who had me recitres all the numbers off the bottom of the maching multiple times even though they have all this info on my account. It was 8 calls and about 3 hours to get to send it back and we will look at it.

That was June. I called last week 7 attempts and was told it was not in warranty but that was a mistake and a new one would be sent out. It was not. Today 5 calls and over an hour later to be told it is not in warranty (again purchased in March 2023) because their system "does not recognize" units bought as a package with a machine!!

So now I have been once again told it IS under warranty but they need to get authorization to ship a replacement. At no time over these last 3 months has anyone from Nespresso actually contacted me.

It is anew story and lie from every single person. Their supposed CS is abysmal

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User's recommendation: Do not purchase

Kaila Yjx

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Verified Buyer
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Verified Reviewer
| map-marker Delhi, National Capital Territory Of Delhi

Issue not resolved

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Nespresso - Issue not resolved
Nespresso - Issue not resolved - Image 2
I purchased vertuo next from india last month and my machine is not working properly. The indian customer care numbers are not correct. How will my issue get resolved
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Emarion Rkm

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Verified Reviewer
| map-marker Princeton Junction, New Jersey

Terrible customer service

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Im trying to cancel my orders and is impossible. They dont know what they doing . Put on hold for longtime and didnt resolve .
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User's recommendation: Don’t sign up for standing orders

Anonymous
map-marker Warren, Pennsylvania

Stay Away

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After approximately 15 months my Vertuo machine died...repeated calls to C.S. led nowhere but down the avenue of frustration...it has now been dumped...STAY AWAY...unless you enjoy aggravation.
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User's recommendation: STAY AWAY

Donna-Louise L

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Verified Reviewer
| map-marker Norwich, England

Appalling customer service

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Nespresso - Appalling customer service

Ordered £65 worth of coffee capsules on 28/2/23 for next day delivery. Then got an email about 90 minutes later stating it would be delivered in 2-5 days.

Emailed to discuss and phoned them. Was told they were having warehouse problems and it would arrive by 3 days. Nothing arrived so on Saturday 4/3/23 I emailed again as nobody was answering the phones and received automated email saying someone would email me back within 24/48 hours. Today, Tuesday 7/3/23 I called at midday to be told they were having problems with their computer systems so couldnt access my account but to call back after 3pm and they should be up and running.

They said to mention a goodwill credit being placed on my account for the problems caused. I called back at 4pm and was told the order would be with me by the 11th March (13 days after it was ordered for next day delivery). I asked about the goodwill credit and was told they couldnt apply it without a managers authorisation. I was then told a manager would call me within 48 hours.

I mentioned that I had rung and emailed several times and still awaiting a response from them so had no confidence I would receive a call. The. They said they could add a £10 credit to my account but that would close the matter and no manager would be calling me! I mentioned that she had just told me she couldnt do it without a managers authorisation so pointed out she was lying to me before.

I said I still wanted to speak to a customer service manager regarding the appalling customer service and empty promises. I was told that if I wanted to speak to a manager then they wouldnt credit the £10 goodwill payment! I pointed out that the goodwill payment was not going to solve my complaint about the poor customer service but was told they were my two options. I said I would wait to speak to the manager who I dont believe will actually call as nobody has for the past week despite my emails, phone calls and online form completion.

Its made me very frustrated. My local supermarkets do not have these pods in stock for this particular machine so I would have to drive to the nearest Nespresso store which is 30 minutes drive either way and then pay again as Nespresso are refusing to cancel the order and reimburse me. I have no coffee pods left, I had my dog put to sleep yesterday and a currently helping to look after my terminally ill parent. I could do with a decent cup of coffee!

I have had to buy a jar of instant coffee as I have been getting caffeine withdrawal migraines for the past few days. I have been lied to by customer services on several occasions regarding this and feel they dont care

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Loss:
$65
Cons:
  • Terrible customer service

Preferred solution: Apology

User's recommendation: AVOID USING THIS COMPANY

walter p Cas

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Verified Reviewer
| map-marker Campinas, Sao Paulo

I’m a long term customer, recently placed coffee order ($86.00) that was never delivered. I called after a while to inquire about status of order and informed order was lost in system.

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The customer service Rep could not confirm a delivery time frame for a replacement order. The Rep became hostile and hung up. I had my bank decline payment. I am finished with Nespresso.
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Pros:
  • Good coffee machine
Cons:
  • Coffee quality

Preferred solution: Apology

User's recommendation: Avoid Nespresso.

Ellard Zwk

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Verified Reviewer

I’ve been waiting for a month for my order. Nobody reached out to me to tell me my credit card did not go through. There was no reason for it before that it was three months

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Customer service is terrible. I have an order supposed to come out monthly and nobody called me that my credit card didnt go through so I called back put it on file did it over the phone and I just called again a month later and it still was never processed so I had to do it again and I asked her if it processing went through and she said it did not see if she had to do it again I mean seriously get it together people
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Cons:
  • You cant use any other coffee in their machine

Preferred solution: Price reduction

User's recommendation: Figure out how to do your job properly

Christopher B Ztg

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Verified Reviewer
| map-marker Denver, Colorado

Coffee maker won't work

It's just a sensitive little unit that often will NOT cooperate. It makes great coffee but its kind of like having a baboon for a house pet. More often than not I have to reboot by unplugging the thing waiting then plugging it back in with fingers crossed ! I recommend a pour over coffee filter with funnel for a back up on the mornings this unit will not yield a cup of coffee after trying all the button pushing combinations raising and lowering the top , plugging ,unplugging and making the sign of the cross over the unit with my Pope hat replica. It just shouldn't be this HARD!!!
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User's recommendation: Make sure you have a back up coffee making plan.

Wayne S Kqj

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Verified Reviewer
| map-marker Tillatoba, Mississippi

Nespresso repair issues

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Nespresso repair issues
Nespresso repair issues - Image 2

I bought a new Nespresso machine on 08/04/2022. It worked a week, the lid would get stuck half way up and flash the red light, I would unplug it for 2 minutes, same thing.

If I would leave it for a day or 2 it would work for 1 pod, then jam on the next one. I call CS and they have me video conference with them so they can see the issue, she verifies Im not lying and sends me a box and I ship it off. I get it back 2 weeks later, same thing happens, I call back and do the video conference so she can see my machine really isnt working and Im just working on a grand Nespresso scam.

She tells me shell send another box and I return it again, Jason signs for it in Charlotte NC on 10/04/22. I finally called today,11/02/22 and Nadia tells me that someone needs to call be back, she is having trouble with the back office and getting information from them, who knows what is going on in the back office and why they dont want to tell Nadia where my red Nespresso Plus is.

To summarize, I bought this machine on 8/4/22 and have made maybe 10 cups of coffee with itits now 11/02/22 and someone in the back office wont tell me where my coffee maker is.

If the get the promised call back in 24 to 48 hours with the status Ill be surprised!

View full review
Loss:
$198
Pros:
  • Coffee is great
Cons:
  • Bad customer service

Preferred solution: My original machine back of a similar coffee maker if my is beyond repair.

User's recommendation: Stay away from Nespresso

Alice Rnb

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Verified Reviewer
| map-marker Chicago, Illinois

Order capsules

I have been ordering from your place for the past 4 years,this time I checked and there was a deal where if you buy 7 sleeves you get one free,so I tried to tell that to the young lady,but she didnt want to acknowledge that,to where i decided not to deal with her,and start with new kind of coffee elsewhere,but this morning I decided that she was not worth wasting my time on her,and that I still like your coffee,so I called and talk to a gentleman,and I ordered 22 sleeves,not a bad paying customer,but she almost managed to get me away from your coffee
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User's recommendation: Hopefully they don’t get to talk to her

Anonymous
map-marker Freehold Township, New Jersey

Machine broke after a year and a half of limited use.

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Sent the machine in for repair and a month later I still dont have it back. No one contacts you to let you know whats going on and when I called in on 2 occasions, they still give you the runaround. Zero customer service or response as to when Ill be receiving my machine back. Turnaround on repairs is stated as 2 weeks.
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User's recommendation: Don’t buy Nespresso

Anonymous
map-marker Bluffton, South Carolina

The female representative was rude and inconsiderate. She was not interested in my dilemma but in telling me how I should do things. I called back and got a young man who was excellent. He underst.

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I was having trouble with my Nespresso machine and needed to descale it. She obviously had a script and was more interested in telling me what she wanted to say and missed the whole point.
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User's recommendation: Don’t put up with pushy representatives.

Anonymous
map-marker Lutherville Timonium, Maryland

Great service

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Unable to get descaling to go back to ready. Called and had issue resolved in 10 minutes Great service
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User's recommendation: Great service