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1.4 84 Reviews

How responsive is Nespresso's customer service?

8 Resolved
75 Unresolved
Poor 🫤
Nespresso is a rare visitor on ComplaintsBoard, so the pace of resolving complaints leaves much to be desired. We believe they should spend more time and effort on reviews to naturally grow customer loyalty. As for reviewers, we'd advise carefully reading existing reviews to understand what to expect. It's also helpful to go through the few complaints that Nespresso has already resolved to get a clear picture of their customer interaction and potential challenges in resolving your personal issue.
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12:48 pm EDT
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Nespresso - Capsule delivery and appalling customer service

[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...

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9:20 am EDT
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Nespresso - Machine service

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...

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6:02 pm EST
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Nespresso Vertuo Next Machin

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!

Desired outcome: I want a new machine. I have purchased a lemon.

Confidential Information Hidden: This section contains confidential information visible to verified Nespresso representatives only. If you are affiliated with Nespresso, please claim your business to access these details.

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Is Nespresso legit?

Our verdict: Complaints Board's thorough examination reveals Nespresso as a legitimate entity with notable strengths. Despite a 9% resolution rate on customer complaints, which invites a closer look, Nespresso stands out for its commitment to quality and security. Clients considering Nespresso should delve into its customer service record to gauge compatibility with their expectations.

Nespresso earns 91% level of Trustworthiness

Perfect Trust Endorsement: Nespresso achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Nespresso. The company provides a physical address, phone number, and email, as well as 2 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of Nespresso's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Nespresso.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

We looked up Nespresso and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While Nespresso has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 9% of 82 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • There was some difficulty in evaluating or examining the information or data present on the nespresso.com. This could be due to technical issues, limited access, or website may be temporarily down for maintenance or experiencing technical difficulties.
  • Nespresso protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Nespresso. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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11:58 am EST
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Nespresso Terrible customer service and melozio pods

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

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2:52 am EST
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Nespresso Gran Lattissima machine

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

Claimed loss: 500$

Desired outcome: Please refund

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9:58 am EST
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Nespresso Nespresso Order

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]

Desired outcome: VAT returned.

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3:22 pm EDT
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Nespresso - Momento 120 starter pack

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 i...

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5:18 am EDT
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Nespresso - Ordering process and delivery

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...

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1:17 pm EDT
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Nespresso Vertuo

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...

Desired outcome: Some customer friendly service, and proper promotions..... Not scams....

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4:39 pm EDT
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Nespresso Buying capsules in nespresso boutique madrid

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

Desired outcome: to use my membership wherever I am travelling. Especially SPAIN

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11:25 am EDT

Nespresso Ispirazio

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

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4:56 am EDT
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Nespresso Nespresso Egypt

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?

Desired outcome: Fast refund and sincere apology

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8:47 am EST
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Nespresso Nespresso delivery

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!

Desired outcome: I would like a month's free coffee to compensate for (a) the lack of coffee and (b) the company's stupidity in not being able to manage this situation and COMMUNICATE better

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11:50 am EST

Nespresso Order of coffee 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

Desired outcome: Response, refund and termination of agreement

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9:30 am EST

Nespresso Customer service and delivery of Nespresso Pods

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.

Desired outcome: Refund the price and bring me my coffee.

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2:46 pm EST
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Nespresso Nespresso vertuo registration process and zero customer support

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?

Desired outcome: 1. Register my machine.2. Respond to Jan 4, 2023 email.3. Process the order I submitted back in December with the $40 Costco.ca credit.

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4:24 am EST

Nespresso Faulty brand new Nespresso Vertuo Machine

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.

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11:54 am EST

Nespresso Customer service Edinburgh shop

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.

Desired outcome: This should be sorted for future customers Who do not have a card with them and the staff should not be so stuck up with there attitude.

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9:40 pm EST
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Nespresso Call center

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 !

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3:46 pm EST

Nespresso Nespresso UMilk

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.

Desired outcome: replace nozzle/spout. Happy to pay for the part

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Contact Nespresso customer service

Phone number

+1 (800) 566-0571

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www.nespresso.com

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