Nespresso
reviews and complaints

I bought the milk frother last August direct with Nespresso outlet in John Lewis, Oxford Street. It was never satisfactory, and so I went back last summer, but was turned away as I had lost the receipt. I tried and tried to find the receipt through my John Lewis account, without success, but as I didn't scan my "My JL card", as I was buying direct with Nespresso, I can't find proof of purchase. To be honest I was really disappointed with the product, and noticed it wasn't on display the last time I was able to get into John Lewis.
I love my Nespresso coffee machine, but feel very disappointed to waste £60 on a product which only worked for a few days, then stopped working.
Judy Ellwood (Lady). [protected]@dialstart.net

Absolute trash customer "service"! I placed an order a month ago and it never arrived. I called and was answered by a rude woman who insisted on having my customer number. AKA too LAZY to do her job and find my order. I called back and the person I spoke to was polite enough and re-placed my order because miraculously it was never processed. No apology, no compensation. NOTHNING. Perhaps I should charge THEM interest on the money they took from me a month ago without providing product! I will NEVER again purchase from Nespresso direct. What a WASTE of time!

The order [protected] was placed before Thanksgiving. The shipping confirmation and email (your order is on its way) were received on 11-30-2021.

I do not get any delivery nor any messages from them. I sent frequent emails that asked about where is my order, and NO RESPONE but only advertisement to buy more stuffs.

I love Coffee and I like to the product ASAP.

Thanks

Today, 01/12/2021 I have received my order and I was shocked they way it was delivered to my door. My security camera recorded the video when the delivery guy dropped my coffee package straight on the ground and kicked it like a soccer ball to my door. I was shocked and I couldn't believe that Nespresso would be so negligent about its delivery service.
Boris Budagyan
Customer number [protected]

why bother registering a complaint? i purchased my vertuo machine last week and have sent 3 letters to Nespresso and have not received a single reply. I have been a senior vice president of a major retail chain for the last 17 years and if my customers were ignored the way Nespresso ignores theirs i would be Be cleaning house and get some people training going.

Edward F. Garrepy
Senior Vice President Merchandising
Retired
Mammoth Mart Stores Inc.

On Wednesday, December 2, I phoned Nespresso to ask for help with my Lattisimo Pro machine. I purchased it in September so it is under warranty. The message told me to descale the machine. I followed the instructions on the machine. I followed them several times. When it became obvious it was not going to allow the descaling to occur, I phone the company. The coffee specialist, and I use that title loosely, told me to go through the same steps. I did. Then she told me to unplug the machine and wait an hour before plugging it back in. And she said she would call back to see if anything had changed. She did not call back.

So I called Thursday, December 3 and went through the situation with a new person. She told me she could not send a new machine as you don't have any in stock. And that UPS would stop and pick up my machine to ship for repair. She said they would pick the machine up within 24 hours. They didn't.

So I called tonight, December 5. The third coffee specialist told me a different story. She said UPS would not pick up my machine but would leave a box for me to pack the machine in and send back. And that I can expect to receive the box by next Thursday, December 10. And that I can expect it to be returned by December 21. Do I believe this person?

I am quite upset with the lack of consistency and honesty from your coffee specialists. Three different people told me three different things. I am a professional and when I give my word, I keep it. That does not seem to be the way customers are treated. I have been a member of your club since 2005. And if there were another coffee club to join and leave yours, I would do it in a second.

I would like to have a new machine delivered to my house immediately. I believe this is the least you can do. And I suggest that you train your employees better perhaps giving them a master sheet so that all responses to customers are the same. I am very disappointed with your company at this point.

Starbucks is 20 miles away but I will be driving that almost every day since I do not have my machine.

Sondra Wisdom
[protected]

Machine went in for repair. When returned there was cosmetic damage to machine that had be caused whilst in for repair. Nespresso did not acknowledge they had received machine back. 04.12.20 -
I telephoned to enquire what was happening, was advised it was in repair dept, no info but would take 3 weeks at least. 05.12.20 - Machine returned today! and there are still areas of damage that don't appear to have been addressed. Nothing to advise what had been done, no apology, it appears to have been treated as a regular repair job. Telephoned Nespresso to complain - spoke to Ola, very polite but didn't really listen and didn't really seem to really know what he was doing. His system said it was still with repair
I am very unhappy with the customer service and totally disgusted that my machine, damaged by Nespresso, has been returned still damaged.
This is totally unacceptable.

On my very first attempt at ordering product online at nesspresso, I am not allowed to order due to my email address, so I changed my email address and received the same error. When I called customer service to get it straightened out, I was treated like a criminal for not having my customer number or club number and this was my very first order. I was put on hold by the representative only to have him attempt to sell me other coffee capsules than the 7 sleeves. I was put on hold so he could figure out how to sell me something that I didn't want. Now keep in mind, I told him this was my first order, that the machine that was supposed to order for me automatically didn't work and now online wasn't allowing me to order as well and his first action was to try to sell me more sleeves of coffee.

My first action was to hang up on him and the very next thing I did was to contact the vendor and cancel my order for the nespresso machine I had ordered this morning. Now just need a way to sell the machine I purchased last week from the store that is gone out of business. Good coffee but way too much hassle for a cuppa

This is not customer care and not customer service, this is highway robbery and not a company that I wish to do business with any longer - messed the hell up!

I am a customer in your columbus store and was shopping this past friday and was really disappointed with the level of service I received. The sales team was really distracted and the woman that was working there was very short with me and not very helpful with my questions on the machines and product. Was very disappointed and went to surlatable instead to get the answers and service I was looking for. Maybe show some interest in your customer and don't be so short and demeaning to them is a better approach.

Once again my recycling bag has not been collected. It's been standing on my doorstep now for the third day. I've phoned their customer service number, which is just a call centre, to complain. I was told more than once that they will put in another collection request. This is not good enough. A company which prides itself of being so good when it comes to recycling this is a let down. The small things really show how the company values with their customers. Nespresso is not doing very well here. Very disappointed and now going to look for a different expresso machine.

Klare Asker

Our machine is less than a year old. In the past week, on the day after Christmas and today on New Years Day, it made a cup of coffee fine for my husband. Then, when I went to make mine, it would not work. Last week, a customer service person on the phone had us descale it, which we had been doing. They did several other things and it began to work. Right now, my husband is on the phone again with Nespresso, and they are walking him through many steps to clean it again. This is unacceptable and NO ONE has offered a replacement! How can this be?

I bought nespresso classic machine in Bangkok in April 2018.
The pods in the machine fall off
I contacted several countries including Macys nyc for the help
I wasted many sleeves of pods as the pods fall off the machine
I sent pictures of the machine, pods falling off to the original place Bangkok where I bought
But no help is forth coming
As For now I am staying in Mumba india
It's a useless machine lying
The defective machine if you sell then nespresso is responsible
Kindly refund / exchange/ repair/ upgrade by paying more
Nespresso being an international company needs to be more flexible and cater to the customer demands else its just a bad record

We bought a Nespresso machine from Fust and they gave us a gift card of 25 CHF. The card had no expiry dates and it was stated that we were allowed to use the card anywhere (internet web, Nesspresso shops in Switzerland, and even on the phone). I was planning to spend it in person and went to the Nespresso shop in Manor. However, one of the workers in the shop told me that it was unfortunate but the card had already been spent by someone else or that the card was expired and told me that the gift card was not valid. I was astonished because that was the first time I was using it and plus the card mentioned no expiry dates. They kept asking where I had found the gift card and asked me for my phone number. I came home frustrated because I had spent 30 minutes arguing with the staff. When I got home, I tried going online and ordering it and the card was valid after all.

I have had my machine about two years. It broke. Frankly we did not use it very much and I have no idea why it broke. For what ever reason the machine quite working. I called the Nespresso company and the only repair offered was to unplug and re plug the machine. This provided no remedy. with no remedy, no repair option I was invited to simply buy a new machine at a sale price that is already being offered online. With such poor product experience, and no real offer to fix my problem, why would I risk buying a machine again. In addition, I am stuck with about $102 worth of coffee pods. Buyer beware. Merry Christmas.
RW Traverse City MI

It's been 4 years that I am ordering Nespresso online. My last order and the previous one arrived crushed and lots of the capsules were not useable. Today I opened another pack and 2 capsules out of 10 were crushed and coffee was everywhere. I contacted their customer services and apart from not being helpful the rude lady on the phone was extremely unhelpful. They asked me to email a list of how many capsules were crushed with the name of each and photograph of every single one! Who in the world has time for this?! I can say this was the WORST customer service experience that I have ever had. THIS IS NOT ACCEPTABLE. I will try my best to make clear to everyone I know that Nespresso don't value their customers and treat them awfully despite years of loyalty and having spent a small fortune on their coffee!

Im a nespresso cunter at macys 34th st im also a macys employee . I own 3 nespresso machines and i love the coffe, i buy coffe every month from nespresso but when i got the first machine they told me i can get a free coffe at any nesspreso if i was a menber and in the last month they refuse to give me a coffe . I understand if i wasn't a member and i never buy coffe but i do have 3 machines and i buy coffe every month and i suggested to meny people because i really like it but i think is disappointment to pass by the nespreso when they know your a custumer and they teld you they can't give you coffe and they only way to get a coffe is if i bay som at the moment.

Hi, As we all know, Nespresso coffee pods are quite expensive. You could think that for that price the product should be perfect. However for it seems Nespresso has adopted a policy of ripping off the customers, in having a programmed policy of random under-filled pods. In basically every sleeve there is one sometimes two pods half filled, specially in the basic range. I find that habit insulting in assuming we won't notice or protest, and appalling considering the amount of money they make on us. I would like all customers to react against it and consider a boycott until this practice stops. Nespresso makes *a lot* of profit with us customers, the minimum would be to make sure they keep us in delivering a perfect product.

I received my order into 2 separate boxes. When I opened second box there was someone else's order with all the shipment information. I called customer service and the woman was telling me that they don't keep a history for 3 months of the orders and she was not able to help after keeping me on the phone 48 minutes and said supervisor is not available

Not sure the strategy behind very limited retail availability of the pods. I don't buy things online, and I don't feel like going to Sur La Table to get pods. So my machine does not get used. It is sad the executives at your company don't want to make your coffee available to the masses. It's a limited strategy and not very bright. This machine was not cheap but Why have a product that is frustrating to use?

Hello, I need to bring to your attention a matter I am most upset about.
On Thursday 28th December around 4pm I walked into the Nespresso store in Doncaster Shoppingtown to make a purchase.
I was patiently waiting in a que for at least 15 minutes.
The girl serving me was Belinda and I understand she is the manager.
She began to ask me information regarding my membership.
I expressed to her how I find the Nespresso membership a waist of time and how I feel it's not worth it. I feel it's rather false rewarding as the customer always has to spend before he or she receives anything.
She began to give me the most boring lecture about the benefits.
I said to her "look, I don't agree so lets just get on with the purchase..."
She then quite rudely and arrogantly said "next time someone here is explaining something to you I suggest you listen and don't interrupt".
It is not her place to dictate ANYTHING to me.
I told her I was not interested in the membership lecture and that she was full of 'attitude'.
Then another staff member (Chinese girl) started saying to me "you should listen when someone is explaining".
I asked "who are you?".
She shouted "I am a human!"
Belinda then began threatening to call security and told me "if i didn't like it I didn't have to come back!"
I repeated "you're full of attitude".
And stated I would be leaving on my own free will.
I am disgusted, appalled and shocked at this 'power tripping' behavior from your manager.
I have made countless purchases and have always been treated with dignity and respect.
Your staff members have no right to dictate anything to me.
Your manager attempted to abuse her 'power' over the most trivial matter.
I would like a senior manager to investigate and get back to me.
Thank you.
Mark Tonelli.