Nespresso review: Failure to honor promised credit and deceptive promotion practices

I am writing to dispute Nespresso’s refusal to honor a credit explicitly formally promised to me by your customer service team, and to raise concerns about deceptive advertising and the inconsistent application of promotional terms.

On December 26, 2025, during a live chat with your representative, Alejandro, I was informed that due to missing promotional items (the tasting box, $10 coupon, and promotional sleeves) and misleading eligibility requirements, I would be issued a $20 goodwill credit to my Nespresso account. This credit was clearly offered, accepted, and confirmed by your representative, with the assurance that it would be applied within 24–48 hours. I relied on that representation in good faith.

Two days later, on December 28th, 2025, I was told by your representative, Maria, that the credit would not be honored because I had not placed a “first order,” even though:

The credit was not conditioned on a first order at the time it was offered.

I was never informed that the credit could be rescinded.

The denial directly contradicts the documented notes from the prior conversation.

Additionally, the advertising surrounding this machine and its promotions is misleading. The machine was purchased through Nespresso’s official Amazon storefront, packaged in Nespresso-branded materials, and marketed in a way that reasonably leads consumers to believe it qualifies as an official Nespresso sales channel. Promotional language stating that eligibility requires only serial number registration further reinforces this expectation. Denying promotional benefits after purchase based on fine print that was not clearly disclosed constitutes deceptive advertising under common consumer protection standards.

At a minimum, the tasting box, which is ordinarily included in new machine packaging and is not contingent on purchase channel, was missing entirely. That is enough to warrant remediation.

To summarize:

A credit was explicitly promised and confirmed, then rescinded without proper notification or justification.

Promotional terms were misrepresented or insufficiently disclosed.

I received an incomplete product package.

I relied on Nespresso’s representations to my detriment.

I want Nespresso to honor the originally promised $20 account credit or provide an equivalent remedy.