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1.4 83 Reviews

Nespresso Complaints Summary

8 Resolved
74 Unresolved
Our verdict: With Nespresso's very poor resolution rate, careful consideration is needed. Research their service comprehensively, and read up on how they handle customer disputes. If you face issues, be prepared for potential challenges in obtaining resolutions and explore other service providers as backups.
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Nespresso reviews & complaints 83

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R
12:59 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

Nespresso dishonest representation

Web site very poor, they act dishonestly re delivery charges rhey are totally incompetent with senior management blissfully arrogant about the situation

Do not buy a machine do not deal with them

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Shane Seaman
, BW
Feb 03, 2012 8:47 am EST
Verified customer This comment was posted by a verified customer. Learn more

Every @home I went to while in South Africa did not have a sample and were uninterested in the product. Also the most frustrating is that one cannot buy the coffee at the same place. I feel that this is a unique product which Nespresso insist on solely being the distributors, yet they have not made themselves easily available for ordering or buying or complaining or to even speak to anyone. I have been trying to buy one and wanted to go to the offices in Randburg but they are closed on Saturdays? I have tried to contact them online and the webpage does not work. I am very concerned about buying a machine and not being able to buy the coffee. One friend went to South Africa (we are from Botswana) last week to the Nespresso place in Randburg and they only had expresso! Can you imagine travelling all that way and they don't have any coffee. This is not the way to go guys!

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8:35 pm EST
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Nespresso no guarantee

Do not buy products from nespresso de longui appliances, they do not guarantee the products! This letter was sended 3 months ago with no answer yet, its a joke!
Gentlemans,
I am brazilian and I really appreciate a good coffee. My dream for several years was buy a express machine to enjoy my own coffee with family and friends. I am a airline pilot and in november of 2009, in a trip to portugal, then I bought the express coffee machine and 20 boxes of capsules in a nespresso boutique in lisboa. During 5 months I could experiment different types of coffees with wonderful smells and flavors. However, in a moment, I felt a burned smell and verified that the machine was not working anymore. I called the nespresso technical service in brazil and was informed that nothing could be done because my machine was 220 volts and was acquired abroad and they only guarantee 110 volts machines. After that I brought the machine to another technical assistance and was informed that the electronic plate was burned. The question is: before I buy a express machine, I made a market research with friends and businesses to choose wich brand could offer me a good quality and reliability and most of the people recommended nespresso. Now I am very disappointed and I would like to know what nespresso, a brand that I always belived to be a serious company, always looking for clients satisfaction, could do to bring me back the good image and pleasure to join a good coffee.

Regards,
Leonardo de lima duarte
Adress: rua torta, 22 ogiva – cabo frio – rj – brazil - zip code [protected]
Phone [protected]-[protected]

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Phrog
Phrog
New York, US
Aug 14, 2013 2:03 am EDT

You're an airline pilot, yet unaware of the voltage difference in a European machine? It was clearly your fault, yet you blame Nespresso for your mistake. You are lucky you didn't burn your home down as well. In no country or company in the world would you be covered under any warranty for such blatant misuse.

ComplaintsBoard
V
10:34 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Nespresso awful company

I would have once rated The Nespresso Club highly but this year is a different story. Nespresso has left a bitter taste in my mouth, and not because of their coffee. I used to love Nespresso Club but that's all changed. Things do go wrong and when companies put them right it leaves you feeling more loyal. Nespresso Club had ample chance to redeem themselves but failed at every hurdle I feel. You know when you just can't get any rhyme or reason out of a company? I feel Nespresso Club are plainly at fault in this matter and still I don't have my coffee machine 6 months later! I have wasted hours on the phone. I am a busy professional woman who a) does not need this hassle b) needs her coffee fix! SUMMARY of ISSUES: 1. Machine broke, returned my machine in Jan/Feb. 2. Took months to fix - I had to chase Nespresso Club when they didn't deliver. 3. Temporary machine provided (lower spec). 4. They returned the wrong one. 5. Nespresso Club still think it's my machine when I know it's not (because it's clearly an older machine with dirty coffee stained and scratched). 6. FInally agree pick up, waited in twice for delivery/collection - no one came (even though it was booked-in!). 7. Customer Service agent at Nespresso Club promised me a new machine. 8. Then a manager tells me they will not stand by this promise and that the customer service lady I spoke to should not have promised me that. 9. The same Manager at Nespresso Club reassures me my machine will be returned within 10 days. 10. Silence since then from Nespresso Club. I phoned 5th July and nobody called me back so far. Nespresso Club still hasn't returned my machine as of 11th July. Nespresso club did not follow up to check my machine was delivered back and repaired as promised. Yet again, I called Nespresso Club today and they say it is awaiting parts, but Nespresso Club have no ETA for my parts. They refuse to give me an email address for the UK director of Nespresso Club and say I have to wait until the manager I spoke to earlier is back from holiday. I asked Nespresso Club for compensation and received two coffee cups and capsules two weeks ago. But guess what - I've got no coffee machine to use them with!

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abdulwahab 009
riyadh, SA
Feb 19, 2023 3:50 am EST

Good Morning,

After she knwo that i will purchase the coffee machine as an office, she did do the follow up and sell the remainng machine to other custmer

this is my mobile for further information

[protected]

U may lose one customer forever because a behavior of one employee

i will tell my story to everyone that I know

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Kristen Alfaro
, US
Aug 15, 2022 12:30 pm EDT

As of 08/08/22 my Nespresso machine no longer turns on. Previously to this incident the machine would leak water all over my counter when brewing a cup of coffee. I need a replacement machine and not of the same model as this model is not good to sell on the shelf.

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AniaB
, GB
Oct 19, 2017 2:09 pm EDT

The worst experience with Nespresso customer service!
I am in the UK and it seems the company is terrible all around the world! We bought the coffee machine which broke down after only two months - they had to replace the heater and the pump. They took it back, fixed it and sent it back. When we opened the box it turned out that the plug was completely bent so we were unable to plug it in. We called them again, lots of time on the phone again, had to send them photos and after days of chasing them for the solution, they finally agreed to replace the machine. Again waiting for one delivery to pick up the broken machine, and another delivery to drop off the new one! When we go the new one, it turned out that we could not get the water tank out, we had to use a lot of force to pull it out. Again lots of time on the phone, waiting for another deliveries to pick it up - which never happened so wasted two days at home waiting for nothing! they won't return the money as we bought it through Currys PC world. As we don't want to be stuck between two companies, we are awaiting for a third coffee machine! Customer Service never knows what to say and they promise to call back, which never happens, and you have to chase them again and again! Wasted lots of time for all this, and this coffee machine is not worth it! I think I need to start writing down the serial numbers of the coffee machines, just to make sure they are actually replacing them for a different one, and not fixing it and sending it back to us.
Hopefully I will be able to sell it to someone so I won't have to deal with this company and its customer service ever again!

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coffeeenthusiast
Fort McMurray, CA
Feb 08, 2013 3:48 pm EST
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Nespresso - worst product and consumer experience of my life...

I had received a Nespresso Pixie machine as a housewarming gift and for the past 4 months have experienced nothing but hassles in trying to get the machine repaired so it will function properly. Right out of the box from day one it was malfunctioning.

Although the machine has already been sent to the repair centre TWICE it continues to malfunction. Due to their strict timeframes, they will not provide me with a brand new replacement. Dealing with Nespresso customer service is an absolute nightmare - you will often be on hold for ridiculous amount of time or you will be told they will get back to you and you will receive call backs with no information other than to call them back at the call centre. Even if you escalate your case it is virtually impossible to call and speak with anyone directly.

If you have the misfortune of owning one of their products I wish you good luck because once something goes wrong (this is a safe bet that this will happen) you will experience nothing short of agony in trying to get it fixed or in trying to get any resolution from Nespresso.

I regret the day I ever heard of Nespresso and would strongly encourage you to think twice about purchasing one. My experience with Nespresso can only be described as the worst consumer and product experience of my entire adult life.

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Andrew Driver
, US
Oct 14, 2016 12:28 am EDT

Worst experience i have ever had with a company. I bought the machine as a present and was offered 60euros worth of free coffee. I was told all i had to do was send my details to nespresso club and they would send the the capsules.

The capsules were sent a day later. Great. Wife was delighted. Only for a week later to get a bill for 30euros in the post. I went through all my emails and there was no evidence i had to pay anymore money. To put a long story short after weeks of back and forth with the company i am now being hounded by a collection agency for over double what i owed. I feel cheated.

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benjamyn999
Crowland, GB
May 04, 2015 2:40 am EDT
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I have been a happy customer for many years. Ordered a new machine and have heard absolutely nothing. I don't mind the delay - I very much mind the silence.

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Blsk
, CA
Mar 02, 2016 3:18 pm EST

I had a terrible experience with their customer services. I recently bought a Nespresso machine and entitled for a credit I called them but no one told me that there is deadline for the credit. I found it out when I was planning to purchase online, and it is just one day late. The lady I spoke to told me that I can still try to send an email to their customer service dept. So I sent an email right away, and got a response 13 days later and they said NO to me. They are not offering me that credit because I passed their deadline even thought it is due to their staff. I spoke to their customer supervisor and got nothing better. I guess this is their culture, no care to their consumers. Once you bought a machine from them, you are on the hook as they know you need to buy capsules from them and therefore they do not care about your rights and they do not care about their your satisfactions at all. However one thing they missed is their reputation. And guess what you will screw up yourself by playing an unfair game with your consumers! This is the worst customer service experience in my whole life.

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Robin Handelman
, US
Jan 11, 2016 4:13 pm EST

First off, I have many espresso and coffee machines and feel fairly qualified to assist in answering some of the negative comments with some positive results.

I have used many Nespresso machines in hotels and finer establishments. I find the coffee good (not great) but overpriced. I do not buy pods from Nespresso, (though I have had the opportunity to drink over 100 pods).

I purchased my machine for about $100 (U.S. -- Red Inissia), and use 3rd party pods and seal pods with FANTASTIC results. I have had the machine since December of last year (2015) and run 6 pods through it per day making 5gm of coffee with 40ml ristrettos, (over 200 so far). I have no issues with the machine as I run clean cycles before my first ristretto and after making my 6 pods per day. I have also set the machine to 40ml ristrettos and 110ml loungos as recommended by Nespresso. I prefer to use my own espresso blends as well as Cafe Bustello/Illy/Pilon.

The technology is good but is a little finicky and I understand jamming and failure of the aluminum pods from Nespresso. The simpler the machine the better in my estimation. Cleaning is not a suggestion but is MANDATORY. It should be cleaned after EACH session (daily).

My 2 cents.

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JO 74
Clifton, US
Dec 23, 2015 2:50 pm EST

I purchased a nespresso latissimo espresso machine and have regretted the purchase ever since. We have had numerous issues with the device and I have spent countless hours on the phone with the service department trying to figure out the issues. We have also had to send the machine back twice with no resolve. The machine itself was also one of the higher priced machine and one would expect it to worked more efficiently. I am utterly disgusted by the product performance and the lack of the company to stand by their machine. It's a shame. I advise looking further into other products before purchasing from Nespresso.

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Coffeelover2015
, GB
Dec 19, 2015 7:52 am EST

I have just had a terrible experience with this company. I would not recommend buying anything from nespresso at all. I have sat in for 2 days after being promised the coffee would be delivered and it still hasn't.
Gob smacked.

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