Nespresso
Reviews and Complaints
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Verified Reviewer | Calgary, AlbertaNever buy a Nespresso Coffee Machine!
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.
- Very bad coffee machine
Preferred solution: Full refund
User's recommendation: Never buy a Nespresso Coffee Machine!
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Malibu, CaliforniaVery poor customer service
- Good coffee
- Poor customer service
User's recommendation: more training for inter personnal skills for customer service personnel
CS or compete lack of
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
User's recommendation: Do not purchase
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Delhi, National Capital Territory Of DelhiIssue not resolved
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Princeton Junction, New JerseyTerrible customer service
User's recommendation: Don’t sign up for standing orders
Stay Away
User's recommendation: STAY AWAY
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Norwich, EnglandAppalling 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
- Terrible customer service
Preferred solution: Apology
User's recommendation: AVOID USING THIS COMPANY
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Campinas, Sao PauloI’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.
- Good coffee machine
- Coffee quality
Preferred solution: Apology
User's recommendation: Avoid Nespresso.
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified ReviewerI’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
- You cant use any other coffee in their machine
Preferred solution: Price reduction
User's recommendation: Figure out how to do your job properly
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Denver, ColoradoCoffee maker won't work
User's recommendation: Make sure you have a back up coffee making plan.
This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ
Verified Buyer |This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Tillatoba, MississippiNespresso repair issues
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!
- Coffee is great
- 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
This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ
Verified Reviewer | Chicago, IllinoisOrder capsules
User's recommendation: Hopefully they don’t get to talk to her
Machine broke after a year and a half of limited use.
User's recommendation: Don’t buy Nespresso
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.
User's recommendation: Don’t put up with pushy representatives.
Great service
User's recommendation: Great service
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