Nespresso
Reviews and Complaints

We called Nespresso and spoke with a rude representative named Raheem.

We asked if the melozio product had been changed as it tastes different and has no foam as it used to. We have purchased numerous products from Nespresso and hundreds of dollars yearly.

Once Raheem realized we had purchased the pods from Amazon he told us that Nespresso has no relationship with Amazon and that their product is counterfeit. He did not assist us in any way.

We then called Amazon and they said they absolutely have a relationship with Nespresso and that this matter has been referred to their investigative staff.

Such terrible service from Nespresso. Very disappointing. This matter needs to be resolved by your company and we want feedback.

Our next step if this isn’t resolved is to make formal complaints with various entities and utilize social media. This was truly disappointing from Nespresso which we have enjoyed for years.

Please respond to :

[protected]@gmail.com

Subject: Complaint Regarding Incorrect Charge and Unsatisfactory Customer Service

I am writing to express my dissatisfaction with the recent service I received from the company. On July 6th 2024, I placed an order that was advertised as free of charge. Concerned about potential charges, I called your customer service department on the same day to confirm that I would not be charged. I was assured by the representative that there would be no charges. However, 22 days later, I noticed a charge of $67.65 on my account. Upon discovering this discrepancy, I contacted customer service department again. I was informed that the charge was correct and that it was for shipping. When I requested to speak with a supervisor, the representative, who introduced himself as Altman, seemed to be the same person I spoke with initially. This individual altered his voice and exhibited the same attitude. During this interaction, Altman was defensive, rude, and repeatedly interrupted me. He did not seem interested in working towards a resolution. This experience was extremely frustrating and disappointing, as I have always held your company in high regard.

[10/04/2024 16:51] Paul Kelly: My membership number is 2106804. I phoned early this morning to find out where my order from 27th March is and was told I would have a return call today but I have not been called. Can someone please reply...this is not customer service 🙄

[10/04/2024 16:51] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[10/04/2024 16:57] Paul Kelly: I don't need to learn more...I would like to communicate with a human...

[10/04/2024 17:03] Nespresso Nespresso: Good afternoon.

[10/04/2024 17:04] Nespresso Nespresso: I'm sorry about the problem you're having with your order.

[10/04/2024 17:04] Nespresso Nespresso: Can you please tell me your full name and registration email?

[10/04/2024 17:06] Paul Kelly: Paul Kelly...the registered email address paul.[protected]@realrelax.com.es is no longer live

[10/04/2024 17:10] Nespresso Nespresso: I see we called you a few times with no response, days 2, 8 and this morning, since the carrier keeps indicating absence.

[10/04/2024 17:10] Nespresso Nespresso: When are you able to request it again, Paul?

[10/04/2024 17:11] Paul Kelly: My phone has been beside me on my desk all day and no call was received from you

[10/04/2024 17:11] Paul Kelly: A d I have been at my delivery address every day all day for the last 2 weeks

[10/04/2024 17:12] Nespresso Nespresso: It's [protected]? Colleagues indicate that a company answering machine goes off. when calling.

[10/04/2024 17:12] Nespresso Nespresso: Can you confirm the address, please?

[10/04/2024 17:12] Nespresso Nespresso: REAL RELAX SLUAt. PAUL KELLYEL TIMPLE, [protected] TEGUISE

[10/04/2024 17:12] Nespresso Nespresso: Is there any missing data?

[10/04/2024 17:13] Paul Kelly: As this is a personal mobile number with no answering machine that is total BS

[10/04/2024 17:14] Paul Kelly: The address has been the exact same for the 11 years I have been a customer

[10/04/2024 17:15] Paul Kelly: Please do not patronise me with lies and untruths

[10/04/2024 17:16] Nespresso Nespresso: I'm sorry Paul, this is the information I can check at your account, I'll let the department know regarding this.

[10/04/2024 17:16] Nespresso Nespresso: Also, I'm claiming the carrier the delivery as soon as possible.

[10/04/2024 17:16] Nespresso Nespresso: I trust this is a one-off incident.

[10/04/2024 17:16] Nespresso Nespresso: Meanwhile, is there anything else I can help you with?

[10/04/2024 17:17] Paul Kelly: Are you seriously telling me that is your answer? ?

[10/04/2024 17:17] Nespresso Nespresso: Is it okay for tomorrow morning or are you able better in the afternoon?

[10/04/2024 17:19] Paul Kelly: Please answer the allegations about non existent phone calls to my mobile...I do not like lies and have a record of all my incoming calls today...as it happens zero

[10/04/2024 17:20] Nespresso Nespresso: We have from the phone department calls the days I already told you before, it's all the information we can see since this is a digital department, not the phone one Paul.

[10/04/2024 17:20] Paul Kelly: Please send me a screenshot

[10/04/2024 17:20] Nespresso Nespresso: If you wish, you can reclaim through this email: atencionalcliente@nespresso-sp.es

[10/04/2024 17:20] Nespresso Nespresso: Is there anything else I can help you with?

[10/04/2024 17:21] Paul Kelly: Reclaim what?

[10/04/2024 17:21] Nespresso Nespresso: We can't send internal images, you can contact and claim at the email I just attached if you need to request more information regarding the calls.

[10/04/2024 17:21] Nespresso Nespresso: I already asked the carrier managers to make the delivery as soon as possible.

[10/04/2024 17:22] Nespresso Nespresso: Have a lovely day.

[10/04/2024 17:22] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/2mcrmg

[10/04/2024 17:24] Paul Kelly: I really don't think I have been treated with such indifference and disrespect by a company customer service department before..and as the day is over I won't be having a lovely one.

[10/04/2024 17:24] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[10/04/2024 17:40] Nespresso Nespresso: Hello, Paul.

[10/04/2024 17:40] Nespresso Nespresso: We are sorry for what happened. We will forward your comments to the responsible department to improve the service. On the other hand, we are awaiting the delivery of the order.

[10/04/2024 17:40] Nespresso Nespresso: Regards.

[10/04/2024 17:40] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/yakbsc

[11/04/2024 14:27] : I have waited until now, 14.20, in expectation that the delivery promised yesterday would arrive this morning, but again NOTHING.

Are there any humans with a brain who care about customers working for Nespresso? Or am I talking to an ineffective chatbot?

Paul Kelly

[11/04/2024 14:27] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[11/04/2024 14:59] Nespresso Nespresso: Hi Paul

[11/04/2024 14:59] Nespresso Nespresso: I will check it. One moment, please

[11/04/2024 15:22] Nespresso Nespresso: We have reviewed your case, we see that it was claimed just yesterday and we are still awaiting a response from the courier. We are still waiting for your case and as soon as we have news we will send them to you via email

[11/04/2024 15:23] : So I can now go to the supermarket?

[11/04/2024 15:24] : Even though yesterday you told me it would be delivered today...….

[11/04/2024 15:28] Nespresso Nespresso: We are sorry for the inconvenience caused, we hope to have an answer soon and that you will receive your order as soon as possible

[11/04/2024 15:29] : Are you communicating with your carrier by phone or by carrier pigeon?

[11/04/2024 15:32] Nespresso Nespresso: By phone and email :(

[11/04/2024 17:14] Paul Kelly: As it is now 17.00 your promise of delivery today was just an opinion, with no basis in fact. Tomorrow, for the first time since I placed this order, I will not be available until 15.30 but I will try to be here every day from then to Christmas by which time you might have effected a delivery.

[11/04/2024 17:28] Nespresso Nespresso: We will follow up with you to ensure that the delivery of your order is handled as soon as possible without further delays

[11/04/2024 17:34] : What does "as soon as possible" mean after 16 days?

[11/04/2024 17:41] Nespresso Nespresso: We do our best, but we can't promise anything as we can't control all the factors involved in a delivery.

[11/04/2024 17:42] Nespresso Nespresso: Can we help you with anything else?

[11/04/2024 17:46] : Ask the humans, if there are any, at the email address you gave me yesterday atencionalcliente@nespresso-sp.es to have some common manners and at least acknowledge and reply to my 4 emails,

[11/04/2024 18:02] Nespresso Nespresso: We are all humans here, Paul :)

[11/04/2024 18:02] Nespresso Nespresso: Will do that.

[11/04/2024 18:03] Nespresso Nespresso: Don't hesitate to contact us again if you need anything.

[11/04/2024 18:03] Nespresso Nespresso: Have a good afternoon ahead.

[11/04/2024 18:03] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/vfna27

[11/04/2024 22:07] Paul Kelly: If it is going to take another 16 days to deliver my order can I please have my money returned until you manage to employ a courier to deliver it

[12/04/2024 07:25] Nespresso Nespresso: Good morning, Paul.

[12/04/2024 07:26] Nespresso Nespresso: I'm sorry for the inconvenience caused with the delivery of your order, please give me a moment while I locate the information and see what happens.

[12/04/2024 07:28] Nespresso Nespresso: Paul, thank you for the wait, according to the readings I have on the screen, you have tried several times to deliver, do we have the correct data or maybe there is a schedule for its reception? REAL RELAX SLUAt. PAUL KELLYTHE TIMPLE, [protected] TEGUISE

[12/04/2024 09:25] Paul Kelly: That is total BS..I have been at home every day since I ordered the coffee and I have not has a single phone call and my details are the same as the last 11 years...are you seriously asking these stupid questions again? Read the thread

[12/04/2024 09:28] Paul Kelly: And as I already notified you I will not be available today until 15.30

[12/04/2024 09:31] Nespresso Nespresso: I apologize since the information I have indicated is the one offered from the website, we call the managers to gather more information, please do not leave.

[12/04/2024 09:33] Paul Kelly: I am in the hospital seeing consultant so I am no longer available until 15.30

[12/04/2024 09:35] Nespresso Nespresso: I'm still waiting with the managers, we can claim this time slot Paul and I'll send you information by e-mail.

[12/04/2024 09:38] Nespresso Nespresso: Thank you for the wait, you have informed the destination delegation for a new distribution this afternoon, from 3.30 p.m., pending follow-up, Paul. Do you want me to inform you of updates by e-mail?

[12/04/2024 13:50] Nespresso Nespresso: When we don't get a response, we're going to end this conversation. Anyway, if you have any other questions, you can send us a new message. Best regards.

[12/04/2024 13:50] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/gk0j7m

[12/04/2024 16:03] Paul Kelly: It is now 16.00...I have been available as advised since 15.30. I have received NO emails as you said I would. After 11 years as a regular customer and 17 days since I placed my order I would have thought some additional effort might have been made by Nespresso to sort this mess but obviously you really don't care about your customers.

[12/04/2024 16:03] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[12/04/2024 16:10] Nespresso Nespresso: Good afternoon, Paul.

[12/04/2024 16:13] Nespresso Nespresso: We are pending of your order, so that you can receive it as soon as possible.

[12/04/2024 16:14] Nespresso Nespresso: We hope you will be able to receive it as soon as possibly.

[12/04/2024 16:14] Nespresso Nespresso: Is there anything else we can help you with?

[12/04/2024 16:15] Nespresso Nespresso: If you have any questions, please do not hesitate to contact us again.

[12/04/2024 16:15] Nespresso Nespresso: Have a nice weekend.

[12/04/2024 16:15] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/p4zta7

[12/04/2024 16:17] Paul Kelly: What the hell does "soon as possible" mean? Another 17 days? Or maybe in time for Christmas? Stop sending me these meaningless and patronising messages and just tell me when my order will be delivered. If you can't do that please refund me my money today.

[12/04/2024 16:17] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[12/04/2024 16:21] Nespresso Nespresso: Good afternoon, Paul.

[12/04/2024 16:21] Nespresso Nespresso: Wait a moment, I will review it.

[12/04/2024 16:23] Paul Kelly: I've been waiting for 17 days...and now another moment to review what? All I want is my order delivered or my money you received 17 days ago returned

[12/04/2024 16:25] Nespresso Nespresso: Sorry for the wait, Paul. We have asked the courier company to confirm if the delivery is going to take place this afternoon. We are waiting for a response to inform you.

[12/04/2024 16:26] Nespresso Nespresso: I'll keep you posted through this channel as soon as we get a response.

[12/04/2024 16:27] Paul Kelly: Would it not have been a good idea to contact the courier company this morning...or yesterday...or one of the other 17 days?

[12/04/2024 17:54] Paul Kelly: So it is now 18.00 on Friday...I assume your courier company don't work weekends? Not that they work very much week days. Maybe you should employ a new courier company and maybe get them to deliver my order next week? What about returning my money as requested or do you just keep customer's money and not care?

[12/04/2024 18:02] Nespresso Nespresso: Paul we're working with your case, to resolve it as soon as possible.

[12/04/2024 19:40] Nespresso Nespresso: For now, can I help you with any other questions or queries?

[12/04/2024 19:45] Nespresso Nespresso: We have no answer, so this chat will end. If you have any other doubt, contact us again. Regards.

[12/04/2024 19:45] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/wsmrlq

[12/04/2024 20:11] Paul Kelly: Why do you talk such utter nonsense? Why does it take 17 days to arrange a delivery? That is not " working with your case" ...that is appalling and incredibly ignorant customer service compounded with inane and utterly unacceptable and inadequate answers. Every specific question I ask is ignored. Answer me just one. When am I getting my money back?

[12/04/2024 20:11] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[12/04/2024 20:14] Nespresso Nespresso: Good afternoon, Paul.

[12/04/2024 20:15] Nespresso Nespresso: Please be informed that we will close the conversation, as it contains offensive, threatening or insulting messages and comments.

[12/04/2024 20:15] Nespresso Nespresso: If you require personalized attention from our customer service, please show respect for the people who attend to you.

[12/04/2024 20:19] Paul Kelly: When are you refunding my money?

[12/04/2024 20:29] Nespresso Nespresso: We will now request the return of the order and when the courier confirms that it is returned, we will refund the amount. As soon as it is refunded, we will notify you by email.

[12/04/2024 20:30] Nespresso Nespresso: Please note, from that moment it may take between 2 and 4 working days for it to be seen in your bank account.

[12/04/2024 20:32] Paul Kelly: But the courier doesn't answer your emails as they have ignored them now for 48 hours... that is not an acceptable response.

[12/04/2024 20:34] Paul Kelly: And as I don't have the order what has the courier got to do with my refund?

[12/04/2024 20:36] Paul Kelly: If the courier has had my order for delivery for 17 days why should I believe that they will return it?

[12/04/2024 20:40] Nespresso Nespresso: In this case, we let the courier know of all these inconveniences so that they can return it as soon as possible.

[12/04/2024 20:43] Paul Kelly: Return what?

[12/04/2024 20:50] Nespresso Nespresso: Return the package to us or declare it as lost so we can refund the money.

[12/04/2024 21:00] Paul Kelly: I don't have the package... do you really not realise this conversation is about the non delivery of my order after 17 days... you are apparently now trying to transfer the blame for this Nespresso mess on your courier company...I really don't believe this is happening..am I dealing with humans with a brain?

[12/04/2024 21:00] Nespresso Nespresso: Sorry, the chat is currently closed. Please write us in our next opening hour Monday at 08:00.

[12/04/2024 21:05] Nespresso Nespresso: It is the procedure, we will manage it so that you can have the amount back as soon as possible.

[12/04/2024 21:05] Nespresso Nespresso: Also, please be informed that we will close the conversation, as it contains offensive, threatening or insulting messages and comments.

[12/04/2024 21:05] Paul Kelly: Have a nice weekend...I will obviously enjoy drinking non flavoured hot water courtesy of Nespresso

[12/04/2024 21:10] Nespresso Nespresso: Okay, I will report your disagreement with the procedure, we request the return and we will confirm it by email. Greetings and good weekend.

[12/04/2024 21:10] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/nmudyi

[15/04/2024 10:01] Paul Kelly: Do you think you can truthfully make this claim on your website considering how you have treated me as a customer of 11 years standing when you have still not delivered my order after 20 days?

[15/04/2024 10:02] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[15/04/2024 11:20] Nespresso Nespresso: Good morning, Paul. We are sorry for the inconvenience with the delivery of your last order. Do to that issue, the order has been canceled and refunded.

[15/04/2024 12:05] Paul Kelly: You can be as sorry as you like for the inconvenience, but admitting you failed on basic customer service and apologising to your customer is obviously something Nespresso and Nescafe just don't do.

My machine had a malfunction over one month ago. Contacted the care team and they arranged for it to be collected. Over three weeks later it was returned.

When I opened it from the box the first thing I noticed was how dirty the machine was, not only had no attempt been made to clean it, the machine was dirtier than it had been when it was first sent in to be repaired.

I then plugged it in and the machine would not switch on.

Now I have have to wait for it to be collected again and probably wait for another two or three weeks for it to be returned.

When I called customer service, he was apologetic but could not offer me a reasonable solution. I now have no confidence in this machine or the company's ability to repair it.

He did not offer any compensation for the mistakes and inconvenience. When I suggested he should he went to his supervisor and came back to tell me they would credit my account with €15, which is an insult. It will cost much more than that to buy coffee from he local shop while I am waiting for the machine to be collected.

When I asked to speak to his supervisor he said that I would be getting a call back.

No such call has come. Terrible service and terrible customer care.

I purchased a Vertuo Next machine on December 2021. It worked perfectly for the first 6 months or so. After that, it is intermittent. I have wasted so many of those expensive coffee pods. I have called service twice, they spent so long both times getting it to work. Again, worked for a little while, and then back to the intermittent working and the orange light flashing. I have scaled it so many time, maybe more than I should have as I didn't know what else to do. I clean it out regularly. I only use filtered water. I have been to the Nespresso store at Square One (where I buy my coffee) many times and asked them for suggestions as to how I can get this darn machine to work properly. They just suggest to call service. Done that! I know it has been two years now, but I started calling service about 6 months into my purchase. My husband has called customer service. Their suggestion was to buy a new machine. I might have to buy a new machine, but it's not going to be a Nespresso!

The milk foamed is defected and the customer service keep saying it working properly and sent back the machine I checked it is not fixed at all they couldn’t do anything when I raised the complaint again they asked to collect the machine again.. they are so slow, pushing back and refusing to admit that this machine is a defect item and refuse to replace it. I have been using Nespresso machines since 2015 and this is the worst coffee and experience I ever had. I would like to raise the complaint to whom more interested and concerned about the reputation of Nespresso as the people I am dealing with now seem to be careless and do nothing other than pushing back

Over three days I tried many times to order Nespresso original coffee pods on line which I had done several times before. At the end of each entry it said that there was a fault and I would have to try again. I then spoke to a gentleman but after approximately 20 minutes he was unable to help and I was out of time. the next day I spoke to a lady and in the end she was able to take my order which I paid for. I received an invoice for my order but it included VAT which is not applicable in Jersey, Channel Islands. I pressed reply and asked for the VAT to be refunded. I pressed send and it failed with the message "the recipient's mailbox is full". I then phoned [protected] three times but whenever I put the order number in [protected] It was not recognized. I have wasted unnecessary time with this order and I do think that Nespresso service is unacceptable in this instance.

Susan Beslievre

Member number 2740346

Invoice number [protected]

Me and wife recently went on a business trip out of country and we purchased a nespresso momento starter kit that allegedly had a machine( chrome in Color) and 1800 capsules the gentleman had told us. With tax we spent over 1800 dollars for it. We paid cash . The gentleman set up our order for us and said it would be sent.

(The name of the merchant is presto cafe services ) we were quite excited to come back home and have a new machine waiting for us and our business office. When we arrived home we seen that nothing had arrived yet. Waited an additional week still nothing. Contacted the merchant and no record of the sale. As we paid cash the gentleman working the counter decided to not log the sale and pocket the money . Now me and my wife are out 1800 dollars and we are far from rich, we just wanted a nice machine for our office for employees and customers and we planned on getting a nice nespresso machine for quite some time and as soon as we could afford it it was stolen from us before we even had it. This action is completely dispicable in every manner. And of course who is going to believe us as we have no proof and we are not even from the country we purchased it in . This is just terrible indeed. I explained to my wife that making any further inquiries was fruitless as we have contacted many different branches in many countries and all have said the same thing to us and that is too bad it’s not our problem but I feel like I owe it to her to defend her at least as much to make our situation known as publicly as possible. I just don’t understand why a corporation or affiliated corporations would do such a thing and have come to the conclusion that the employee seen an opportunity to steal from people who were out of country and did just that but still guilt can go by association and actions of affiliates damage reputations as well. Truest disgusting situation I have ever faced indeed. Dispicable

I had a terrible experience with this Nespresso recently and they have made no effort to rectify it.

I asked to make a formal complaint and was told I could not do it over the phone with customer service and that someone from complaints would call me within 5 days. It’s now been two weeks and I’ve heard nothing.

I placed an online order with Nespresso at 12:15 PM on a Thursday and paid extra for same day delivery. I do this regularly with all my orders and have never had a problem before. I received a confirmation that my order would be delivered by close of business.

At 5pm I had still heard nothing about the delivery and noticed I had not been charged, so I phoned the store. The store seemed confused and put me on hold several times until finally trying to blame me, saying my order had been placed after the 1pm cut off and that they could not process it for same day delivery.

I confirmed that I had placed my order before the cut-off, so the store changed the story and said they were really busy and just didn’t get to it, they but will try to process it tomorrow.

I said this was not good enough, as nobody had contacted me to say they couldn’t process my same day delivery order and I had specifically paid extra for the same day delivery. I said I wanted to cancel the order.

I was first told that I could not cancel it as it had already been processed, then while I was talking to them on the phone, I received a notification to say my credit card had just been charged. I was then told that my order could not be refunded and that I could only be given a credit on my account. I had to ask several times to cancel my order unless they could provide the same day delivery which I had paid for.

After I insisted to please cancel my order, finally I was told it was cancelled and I would receive my refund within a few business days.

The next day I received a phone call from the store again confirming that my order was going to be processed. I said I was told that it had been cancelled, to which the store said no it was still being processed. I again requested for my order to be cancelled and that I wanted to make a complaint. I was told that I could not make a formal complaint and they were now going to cancel my order.

Frankly this experience with Nespresso has been nothing but difficult and unprofessional. I was lied to several times, the customer service staff tried to blame me for not processing my order and no compensation has been offered to me for the horrible experience, even though I have been a customer for about 8 years and own a Nespresso machine.

I bought a Vertuo machine.

I bought a supply of coffee pods.

I set up a subscription.

AFTER the purchases, you made contact to offer a "benefit promotion".

The benefit was a selector pack of various coffees, and a chance to get a discount on a "new" subscription.

WHY would I want to set up a new subscritption when I already have one in place?

WHY is your website so complex that it will not allow contact or enquiries

via that means?

WHAT "benefit" are you offering aside of the oppotuinty to SPEND MORE MONEY WITH YOU?

Bloody thieves...

membership number 574046

I went to a boutique to buy Nespresso capsules in Madrid, I told the girl I was a member, but in Australia. I was advised that I was not able to use my membership and would need a new membership with an NIE. I just arrived and needed coffee.

Well, I was astounded, membership is membership. You are a international company, what is going on? I ended up paying an exorbitant amount for my capsules, when I should have just walked away and not bought any. Or, I could have used my father in laws membership, but I just didn’t think about it at the time.

I’ve been a member since 2012. What sort treatment is this. I’m very unimpressed with the service I received by that young girl who could have been a little more helpful.

Nespresso you need to get your act together and help travelers from anywhere who are members.

So, what are you going to do ?

Unimpressed

Good morning, Nespresso Team,
I am reaching out to you in regard to a machine purchased on March 19th, 2023
Originally, I had to return the unit I bought as it was not working. The staff exchanged it for me. Now, a short time later, the machine is again not working. My membership number is 2172100.
Can you please help me rectify this matter?
Kind Regards,
Helen Manis

I ordered online from nespresso website and paid on 14 May 2023 then I received a call on 15 May informing me that the capsules will expire by 30 May!

I told him it’s fine I already paid and I am waiting for my delivery which he promised to be second day.

On 16 May I received a call informing me that some of my items are out of stock!

I told them that I should have known about the expiry and the missing items before payment and regardless of the delay the refund will take about 2 weeks

I called the complaints and they have nothing to offer except we are sorry and may be after you paid the stock were out

No one contacted me again and I didn’t receive refund email what should I do?

I'm surprised to be the first person on here to complain about the current delivery problem. My regular monthly order as due for despatch on Feb 28th and normally the coffee arrives in one or two days.

On Mar 3rd, I received an email saying that "we anticipate a potential delay with your order, which is due to our warehouse moving sites and as a result is affecting the processing time of some orders. Our sincere apologies for any inconvenience this may cause. Please be assured that we are working hard to fulfil your order as soon as possible and aim for this to be delivered by Tuesday 7th March."

There has been no email to update that so I called on March 7th and was eventually told that it MIGHT be delivered by March 11th - by that time we will have run out of all capsules of all flavours.

This is frankly a dreadful management cock-up and appalling customer service. When my machine breaks I shall NOT be buying a replacement for Nespresso capsules!

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 couldn’t 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 couldn’t 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 couldn’t do it without a manager’s 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 wouldn’t 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 don’t believe will actually call as nobody has for the past week despite my emails, phone calls and online form completion. It’s 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 don’t care

I have nothing but trouble with Nespresso deliveries and customer service. I am waiting on a 3rd replacement order because the delivery company keeps screwing up. The first time, they delivered the package to the wrong house. The second time, our road was flooded at one end and they didn't bother to enter it from the other, un-flooded side. Nor did they try to contact me. They also didn't attempt another delivery. When I asked customer service to expedite this order since it's been several weeks and they said they cannot do that. This is not the first time I've had problems with delivery. In fact, the exception is when I get my delivery on time! What I have experienced is customer service workers are not empowered to make any decisions. You would think they could offer a credit for all the time and trouble they cause. I am going to try reusable pods and, if they don't work, abandon our $250 machine and return to drip coffee.

It would be best if you just replied to the email I was requested to send in on January 4, 2023. But as that seems beyond Nespresso customer service I am trying here.

Registration ID: CA/COSTCOWEB40/0036976/22. Register it. Your online registration process did not accept the many different screenshots I provided of proof of purchase. So I emailed everything to you as requested. Still not registered and still no response from you. The email was sent on Jan 4, 2023.

Because you won't register my machine and provide no help in doing so my initial order that included a $40 Costco. ca credit has not been processed.

I have tried the chat method but received zero assistance. I have tried phoning and other than getting an email address that does not garner a response I have received zero assistance. I have tried the online registration process and it is not compatible with a Costco online purchase. Zero assistance provided.

Do you see the running theme?

I was gifted a new Nespresso Vertuo Machine for Christmas in Ireland. I had the same machine when living in Toronto Canada 3 months ago for a year. No major issues and if I did have any in any way, they were very accommodating in CA.

I followed instructions whilst setting up my machine with factory reset etc When putting a pod in, the coffee would not come through. Machine was faulty. Done the step by step with support on the phone also. Customer Service Representative told me that they would send the new machine for repair and can take up to 3weeks, otherwise go back and find out where this was purchase and return it to them. The machine is under 2year warranty and is clearly a faulty machine from Nespresso. Management refused to speak with me, They continued to go through the representative to advise me that they will not speak with me that it is that law & their processes. To make matters worse, They recommended me to make an online purchase and this will help my repair service happen faster basically. As you can imagine this infuriated me more.

I will be returning this machine with full refund and never purchasing off the company again. Extremely unfortunate service since I always had a positive experience. The management's name was 'Donna from the UK' is the only information they could give.

Strongly advise to NEVER buy from this company. Appalling Machine Support & Unprofessional on every level.

I was in the Edinburgh shop today to buy some coffee pods and the staff were very not helpful.

My sister has just arrived in Edinburgh from another country and is waiting on new bank cards and only had cash a the shop staff refused to accept cash which is legal tender and should be accepted everywhere !

When my sister called me regarding this I spoke with the staff member and asked if I could pay over the phone with my card and she refused and I then asked if I could order a pay online and then collect in the shop and she said this was also not available.But when I went online I could see there was an option to buy online and collect at the store But

My sister was left embarrassed in the busy shop for not having a card with her she was too embarrassed to go back to the store.

I had very bad experience when I made a phone call to create a account then order the product. The customer representative speaks very bad English and barely understand what said. I eventually decided to cancel the order then order from store. But she had sent my order without my permission. I asked her to cancel the order out and I need confirm the cancellation with her manager, she refused to transfer the phone, and told me she has cancelled it. Then the phone call disconnected.

I still received the order today, I am so speechless !

Coffee does not come out of the spout/nozzle but instead pours out into the space where the empty capsule drops. This happened before and I had to pay Nespresso more than 40 dollars to replace a 5 dollar plastic nozzle/spout. This has happened again and I have been told that Nespresso no longer repairs Umilk range and that i must buy a new machine. It is insane to suggest that I must throw away a perfectly good machine because they can not source a 5 dollar plastic part. The "deal" offered is for me to buy a new machine at a discount but i have to buy 15 sleeves of coffee pods.

How does a reputable company like Nespresso get away with this? I have been drinking Nespresso for many years but I have had my last cup.