Nespresso
reviews and complaints

Hi,

I am the owner of a coffee shop in Qatar, I have been dealing with Nespresso Qatar for the past five years. We got a recommendation to use a specific machine and we received a great service and support from Nespresso team in Qatar. suddenly our main contact gentleman (called Mohamad Suroor) left the company and was replaced with another guy called Mohamad Kilani who did not respect us and mentioned that he is not welling to cooperate because our machine is old. I requested him to send a quote for a new machine but he refused and stopped receiving our calls because our consumption of capsules is not much! This kind of attitude is disappointing and not unexpected from a company like Nespresso.

I just wanted to send this message to you before I take the decision to stop cooperating with Nespresso anymore.

Thank you

I bought the new Latissima One machine in NZ via Nespresso subscription (nr 3456450) and received the wrong machine colour (white) instead of the black ordered colour. I spoke with 4 or 5 different Nespresso customer service agents for 2 weeks, trying to return the incorrect machine to be able to put a request for the new one.

I received my first order of capsule sleeves from the subscription and we are not even able to use them, as I am still waiting for a resolution on getting the correct machine...

Everytime we talk to an agent we get a different response, I had no idea that a big brand as Nespresso had such a horrible after sales/return process...

I made an order on the website ([protected]), on the 23rd of August that was never delivered.

More than ten days later, Nespresso did not attempt to sort out the delivery problem. When I contacted customer service, I learned I was supposed to contact the delivery company, a solution that is far beneath the expectation.

Now I have requested a refund and supposedly I would receive an email confirming that refund, but again nothing has happened.

I already regret making the purchase and I am planning on not using it anymore, but I am also looking into what are the options for filing formal complaints. Nespresso has my money for days now, with what seems no intention of delivering the product or rectifying the problem, and even if they do now solve it, it will not make up for the time I have wasted. No attempt on offering a faster delivery, no attempt on offering a discount or anything to compensate for the inconvenience.

I ordered a machine from Nespresso that never shipped! I had them cancel it on June 4th while being assured I’d get a confirmation email within 24-48 hours. Never got the email. Still have not gotten a refund. I just want my 232$ back as I never even received the product. Every time I call they give me a run around. It can not be this hard to issue a refund! I expect better but at this point I think they are keeping my money and I have proof the item is still “pending” at their shop! It’s been awaiting carrier pick up so it’s obviously never left their warehouse as seen attached. I’ll never order from this company again which is very sad.

Emailed the Chief Exec directly to ask him to listen to the 27 minute call I had to get a refund…

Needless to say he passed my email on to the Customer Relations Team - after I had specifically asked him to listen to my recorded call.

It’s quite evident to me that he views customer service as someone else’s responsibility and not his…

Every time I have phoned Nespresso it has been a nightmare - never mind that they seem to think they are a bank - evidenced by the completely over the top security checks. And when you have, eventually, remembered the necessary details the front line staff can’t help you!

As for the website and app - it’s style over substance every time - ‘use-ability’ is dreadful.

Sorry Nespresso - you’ve had several chances to get things right for me and you have failed, miserably, every time.

The Vertuo is going straight on to eBay today - I’ll get some money back and won’t have to pay £400 a year for coffee (!)

Amazing that they can afford to hire Mr Clooney for their tv ads but can’t equip their staff or ‘managers’ with email. No, seriously, they can’t email a customer….in 2022!

Avoid.

I made an order on 3 May 2022 for five sleeves of the Vienna capsules. On Monday 7 May 2022, i received a call at 8pm from a courier service informing me that they will deliver my order that day. I refused of course due the lateness and asked that he deliver the following day from 9 am to 5pm. The following day i called that same number for the courier and he said that he had given the order to another courier as he wasn't working that day. I then called the call center, 16686 and spoke to someone who informed me that the coffee would be delivered today, i said it needs to be before 5pm, she said someone would call me to tell me when it would be delivered. This was as 1pm, at 3pm i called the call center again and the same story... this time she said that she called the courier and as a favor they would deliver by 6pm, i said this is not okay and she said she i will let them know... during the conversation she had the audacity to lie and say that today was the first day that they started delivering after we just spoke about the fact that the courier tried to deliver the day before... at around 6pm no one had come, so i called the call center and asked to speak to a supervisor, Ahmed Nabil... who basically told me that the capsules would be delivered by 8pm today... Of course this remains to be seen but i see this action as completely disrespectful! It seems the hotline never communicated anything as usual with the courier and as usual everyone doesn't care what the customer wants... its sad because i have been to your boutiques all over Europe and the US... in fact i was just in the one in Vienna... i try to always buy my coffee anywhere but Egypt because in Egypt you employ staff that do not understand what customer service is... from the boutiques staff not knowing offers and causing a problem to continuous issues with buying online like the delivery arriving as he wishes... its very sad... and this manager that you have at the call center does not have the faintest understanding of how to deal with a customer and as such all those that he supervisors don't care either...

I came to Dadeland to pick up a curbside order 20 minutes before not knowing that they didn’t open till 11am. Which doesn’t make sense as the mall opens at 10am. The representatives made me wait to 11 even though two of the four were not doing anything.

Also, you lost 2 customers wanting to buy coffee since this location opens later than the malls opening.

It is extremely disappointing having employees who at the end were standing against the way.

I ordered coffee on 1/16/2022 for deliver within 5 days. I received a deliver for another customer, so I called Customer Service to report the incident, and my belief the driver switched packages. I was hung up by the first representative, so I immediately called back to speak to another who advised me my coffee had not been shipped and would be delivered by Saturday. Called back on Monday to advise coffee was not delivered. Based on issues was advised coffee would be re-ordered and delivered within two days with approval by supervisor. Called back again and was advised there was no rush deliver put on the order so coffee would take 5-7 business days. Called back after 7 business days and was advised coffee was never reordered, and it would take another 5-7 business days. Demanded to speak to a supervisor and then sat on hold for an excessive amount of time (45) minutes) listening to horrible music.

I purchased coffee sleeves from Nespresso at the outset of the pandemic. They sent me the incorrect format capsules. Nespresso doggedly refuses to offer a return, exchange, credit or any accommodation even to loyal, long-standing customers. "COVID not-return policy," and "too much time elapsed," are the best I can receive from Customer Service after repeated attempts over months.

I have to complain about the very poor customer service that we have experienced with Nespresso. Our machine is less than a year old, and began malfuntioning. We contacted Nespresso, and one of their customer service agents walked us through the various procedures to help correct the issue. As that proved unsuccessful, they advised us that the unit would have to be returned to them for factory analysis, and that we would receive a shipping box and return label within 3 to 5 working days. That was several weeks ago, and we did not get the box as promised.

We followed up last weekend, and were again advised to expect a return box within 3 to 5 days. A week later, no box as promised.

We are very disappointed by this lack of customer service. After paying good money for the machine and enjoying the great coffee at a premium price, we have now been without a working unit for too long. We had to go and purchase a Keurig to hold us over, and although the coffee is okay, it is not the quality that we have come to expect from Nespresso. Unfortunately, the customer service has fallen short of what we would expect from Nespresso.

Client number 9416167. The best way to resolve this long outstanding matter is to get a new machine as soon as possible to replace the defective one.

Hello,

Please seeking support as UAE Nespresso Technical Team are not doing good job.

I have bought a Latissmi machine on Jan 2020 and it's not heavy used at all... Like 3 times per week only... So I faced an issue with milk container which is milk is not coming out except for 2 ml then stops so I called UAE Nespresso support to take and fix so it stayed at their side 3 weeks and then returned with same fault (I was really shocked) then they took it again and trying to convince me there is nothing wrong and the milk tube was just misplaced despite the first time it returned the cleaning light was on so nothing was fixed... Then I asked them to send me a video before returning it back to ensure it works... Nothing till now

The site will not allow me to use the only email that i have...i keep trying to reset and it will kick me out...i cannot reorder coffee ...i called customer no service and they were rude and clueless

for months our machine which is only just over a year old and costs over £250 so its still under guarantee keeps showing it needs descaling, we keep buying the kit and nothing. In august I had a very long conversation with a lady and the conclusion was to replace the milk part, I was told it would be received by 5th and she would keep an eye on it (she didnt), I called I think around 10th Sept, the lady I spoke to kept interrupting me then hung up on me, I then had to call back (nice guy I spoke to), he said the milk part would be with me by 20th, 24th still no sign. I call up and wow I am just lost for words how you speak to customers. You guys other than the man I spoke to just really do not know how to listen, apply empathy, any form of customer service. I would strongly suggest you listen to the calls. I even asked for a subject access request and nothing. I actually dont have the energy to go into all the finer detail, so kindly suggest listening to the calls to get a real feel. I would be truly embarrassed if they were my team but then again its the training they have had

Some things Nespresso does exceptionally well e.g. great product, wide range, speedy product delivery BUT it falls down on that most fundimental aspect of commercial activity i.e. providing ease of communication with its clients and speedy responses to their concerns!

In the last week, after a lot of on-line effort, I sent messages to Nespresso (i) updating my personal details, (ii) discontinuing any recurring orders, and (iii) querying how to order capsules from a foreign country - I'm still awaiting even the courtesy of a reply!

4964228

So I signed up to the subscription plan.

First month free which I got charged for and the credit never applied. Apparently a system fault when applying the scheme. Ok first time I can buy that

3 months later an order with nothing in it for £30 appears on my account. No one can explain and is still being investigated to my loss.

Month 6 - place an order which was cancelled by Nespresso due to a fault with 2 discount codes stacking. Ok fair does, refund appears, 2 weeks later all my credit balance disappears > £100

Raise and advised a system error.

Hmmmm…. Still waiting the last 2 money losses to be resolved.

My wife purchased a Vertuo Plus as a gift for myself from Harvey Norman Ireland on a promotion, she wanted to surprise me with the fact that I would get a frother through the order purchase/ registering process, she was advised by the representative in store this was the correct purchase for the Frother Promotion, this would offer a free "Milk Frother" once one registers and orders pods through Nespresso over a 6 month period. She registered, we got our first coffee order, when we enquired about the frother, we were told that the promotion was the incorrect promotion, so basically we were sold a machine by Nespresso/ Harvey Norman on ill advice, only now to be told sorry Nespresso cant help us as this was a promotion for 1st 100 capsules free then purchase 5 months and then the last month free capsules.

I contacted yourselves on Sunday 18th July 2021 to report my machine broken which is still under warranty. The staff member was efficient and stated that she would have my machine collected on Tuesday 20th July and asked if I would like a loan machine, to which I stated I would. This machine would be dropped of at the collection of my machine. I was told my machine would take 2-3 weeks. This was fine as I would have a replacement loan machine. As a subscriber member I have a lot of coffee to use.

I was sent a text confirming my collection and drop off of the machines. I waited in all day Tuesday but no collection. On Wednesday at 15.41 I receive a text informing me of a delay and stating my machine would now be dropped /collected Thursday again waiting in all day, no collection, no text. On Friday morning at 06.17am I receive a text informing me again collection is delayed and will be moved to Friday. The day was Friday, then at 10.58 I receive a text stating Lonel will collect it today, no time given. Though this means I have now waited in 4 days. However Lonel arrives at 15.23 pm Friday 23rd, takes my broken machine and gives me the loan replacement. I have to go out but excited to have a coffee.

I arrive home about 18.00 hrs set up the loan coffee machine when coffee starts to cover my work top from the machine. I can't believe I have been sent a broken loan machine. I video this and contact customer service to be told.! I ask how long will it be and told up to 2 weeks this is the same time as I was already given.

I am shocked that you send out broken loan machines, are these not checked before they are sent out?

Poor service for collection and pick up. The best part of a week sat in waiting. As a coffee subscriber you are quick to take my money every month, and all she did was hold my account for a month.

This whole thing isn't good enough. I have never had Nespresso before and certainly would not buy one again nor recommend them to friends.

On Sunday, 5/16, I attempted to visit the Nespresso store in Northpark Mall Dallas, Texas. The store hours stated opening at noon. However at noon the doors were still locked, several employees inside the store but not looking at the line of customers waiting. At 12:10PM, I left. I returned at around 1:00PM and complained. The response I got was: Yea we opened a little late today.
Also only three staff to handle customers. Lastly still requiring I wear a mask even if vaccinated.

I called on 4/24/2021 because my Nespresso machine that has been leaking for about 2 months just got a lot worse, tech tried to trouble shoot it 2X, and then proceeded to tell me it cannot be fixed because they no longer fix Nespresso escenza mini machines, they explain to me that my only option was to purchase another machine, my machine is literally two weeks past the one year warranty that is provided by Nespresso, this is poor product quality for a coffee machine and because Nespresso no longer fixes this line, I have to literally go purchase and spend more money on The exact same machine I already have all because you no longer fix them and the worst part is it's literally two weeks over the one-year warranty it does not make any sense I have spoken with several customer service reps from Nespresso and I was waiting for a supervisor to call me back but no one ever called me back why would I purchase another machine when Nespresso doesn't even stand by this one, I really feel this machine should have had a much longer longevity, and the fact they you no longer will repair them tells me that they are poorly made.

I've purchased your machine on 25/8/2018 and since day one I've been having really awful issues with it. They have replaced it once and the same issue has been happening again. This is terrible as I paid $523.17 for this machine. I can be reached at [protected] to have this issue resolved asap.

For some reason your milk frothers do not function properly and this is very frustrating. The first time I've purchased I had the same issue as the milk frother not functioning properly. They've replaced it with a second machine and again the same issue happened as the milk frother not functioning properly. As this is a very expensive machine I do not understand as to why it is not functioning properly. I've done everything that I've been told to do, but the machine is still not functioning properly. I've been speaking with Nespress and unfortunately nothing is happening. I'm not a happy customer.

Client number is: 4620520