Nespresso
Reviews and Complaints

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.

On September 2017 I bought my Iniccio machine and took if home.
It was horrible! My cup did not fit under the spout even after pulling the base of. I has to prop my cup wth a spoon so it would get closer to where the coffee was dripping.
So I had to not only be paying attention to where mi coffee was dropping into, but also make sue there was nothing around the machine that would get wet cause some water dripped out from the mini drip tray.
I was very poorly impressed by the machine and all I had to do for it to work for me.
Very next day I went to return it and to find another nexpresso machine the would work for me.
They just told me that they were very sorry for my problems but the machines were not returnable nor echagable.
I found this insulting.
But don't you guys care about how people see your dispensers?
Do you like bee I seen as crooks?
Do you want to have a bunch of unhappy customers?
Why can't this European company behave as if they are similar to any USA company?

I wont ever buy Nespresso coffee capsules again...
Bought a machine and entered the coffee credit and missed the date as I lot the card. Went to shop got another (ironically new promo that was exactly the same) and they wont redeem it.
To tight to care. I still bought the machine, still entitled but they don't care...
For that I will never buy their capsules again.
And for the record other capsules will work just fine. They say it 'may' upset warranty but that's # its just there to try to make you buy off them, same as promo which they don't care...
If they had been will to help I might be happy but an dissatisfied customer of Nespresso. Ironically our work just bought a machine, and we will go through heaps of capsules. I will ensure they never buy this online # from Nespresso as they don't care about their customers...

I purchased a Nespresso Virtuoline Machine last week on Thursday. I took it out of the box, set it up, immediately ordered another month or two worth of coffee pods etc. I then tried the coffee... Coffee had an absolutely wonderfully amazing taste and flavor, however... it doesn't come out of the machine HOT! Just warm. Once it sits on the desk for about 3-5 mins while doing work at the computer the coffee is then stone cold. This to me is unacceptable.
I looked in the manual, tried rinse, descaling yada yada... and still the coffee is only warm coming from the machine.
I then called Customer Service to see if there was a way to turn up the block heater temperature in the machine and he said there was not. He explained that a perfect cup of coffee is brewed at a certain temperature and that was that.
When the capsule is brewing and I can put my finger under it and not burn my finger then, to me, the coffee is too cold!
The Customer service rep said in Europe the clients are used to the lower temperature/proper brew temperature of the coffee, but the North Americans don't like it at that Luke Warm temp. I then stated well if you are selling your machine in the North American Marketplace then you need to adjust the machine to meet North American Standards and Tastes!
He then stated that the older Nespresso machines brew much hotter coffee.
I googled online reviews about your Virtuoline product and there are COUNTLESS bad reviews about how the coffee doesnt come out of your Virtuoline HOT enough... I am talking COUNTLESS reviews! Perhaps its about time to start listening to your customers and start making some tweaks to your product otherwise you will loose your customer base...
So when your Cust Service rep stated that the other older machines brew hotter coffee I then took the Virtuoline back to the BAY Store where I purchased it, and picked up the Nespresso CITIZ? Even while returning the Virtuoline Machine at the BAY store and telling the cashier the reason for the return, I had another couple come up to me and say, "omg your Virtuoline doesnt come out HOT? Neither does ours, we got it as a wedding gift and we feel the same way but thought was it just our machine?"
Anyhow, I brought home the CITIZ, and hooked this machine up. For about 1.5 hours I was having problems priming the pump. No water will come out of the machine at all.
I googled on line about many people also having issues with priming the pumps on many models of various Nespresso machines. I tried all the apparent fixes to prime the pump and could not get any water flowing to the Brew Head at all. I work with Pumps in my job so I am very familiar how to prime pumps. However, I am not able to access the pump inside the machine and could only try and prime it by, lifting the Pod handle and trying to get air lock out of the hoses, by tilting the machine, by putting the water tray in and out many times to get water into the pump area, etc etc etc I even tried turning the machine upside down while pressing the Lungo button to get the pump higher than the brew head (Gravity) and that didnt even work!
I immediately repackaged it and will be returning it back to the BAY store again for a full refund and will now be switching my coffee choice to a Breville hand tamped old school espresso maker.
You fool me once, shame on you, you fool me twice shame on me!
I was very very disappointed in Nespresso products and am sorry to say you have lost me as a customer.
I am making sure I never purchase another Nestle product as long as I live.

I encourage people NOT to join the Nespresso Club. Ordered coffee December the 18th and was advised that I would receive a delivery by Monday December 21. The coffee as usual was to be delivered to my office which closes at 5 pm. Nespresso hired an economy delivery service called On Trac. After many discussions with both Nespresso and On Trac, we were given nothing but the run around. Guest for the Christmas Holiday with no where to buy their capsules and now Christmas Eve and still no coffee. Oh by the way they said they tried delivering 8:18 pm the first day; 9:26 pm the second day; and finally 7:54 pm last night to a work place. Oh gee a closed 5 pm office. Nespresso and On Trac could care less and their customer service could care less! Home delivery for us living in the country is impossible when your employed! If you're thinking of purchasing coffee or a coffee machine remember the hurdles of having to purchase on line for their service. Its really shame for I had no problems with the actual taste of the coffee. We HAD two pixies now for sale.

I have been a Nespresso Club member for several years, and have always had a very high regard for the brand. They present the brand beautifully through great adverts, wonderful stores, beautifully designed capsules, a great club magazine etc. However, that has just been blown away by dealing with their UK customer assistance people. I bought a new coffee machine two months ago, which has stopped working despite very low usage. I telephoned their customer assistance people. The first woman hung up on me whilst I looked for a customer i.d. number. The second was rude, bossy, offhand and completely unhelpful. It only takes a couple of complete numpties to destroy a brand.

I called Customer Service to inquire about the events person, her name was Michelle but I didn't get a last name. I attended a fairly prestigious event which was lovely but the woman who was in charge of the Nespresso station was horrific, "Michelle."
At first I observed her being rude to her staff which for me is unacceptable always. But, then she was rude to customers including myself.
It seemed like the only ones she wanted to impress were the executive men. I didn't realize we were still having to do this in the twenty-first century.
She was asking the gentlemen who clearly were executives what they wanted and what could she get them, flirting... it was a bit nauseating but when it came to the customers this was not important. She was quick, rude, hasteful in her comments.

Shame on Nespresso.

On 25/07/2015 I've made a purchase at the Nespresso Boutique, avenue Louise 1, Brussels. The first payment was rejected by the cashier (even if it was accepted by the terminal). The cashier forced me to pay again. As the result, the money was debited twice from my account. To ask for reimbursement I had to make several phone calls and send several e-mails to Nespresso, because he clerks were telling lies about the reimbursement dates. Finally, the reimbursement took more than five(!) weeks without any additional compensation or indemnity.

I recently placed a Nespresso capsule order using the app, which was shipped to the wrong address (my order confirmation shows that I correctly entered my delivery address). I was then advised by a customer service representative that, although this appeared to be due to an issue with the app, Nespresso would not be reshipping my order because someone at the incorrect address had signed for the delivery! I was told that my options were to either:
1. hope that the delivery is returned to sender by the person who signed for it; or
2. attempt to retrieve the delivery myself from the incorrect delivery address.
Absolutely shocking customer service!

We wanted to buy a large order of Nespresso coffee but they could not process our new credit card so we cancelled our $329 order because the deal they were offering had expired. Nespresso promised us they would not charge our credit card. They did. When I saw the charge on my credit card bill I called them many times trying to get my money back. Their customer service has been terrible and I have yet to hear back from them. My credit card company have tried to reach them but they refuse to respond to them. I am going to the police today to file a thief report. We used to buy over $800 worth of coffee from them a year but will never deal with them again. As it turns out, we found a coffee at Costco that works in the Nespresso machine. It is 60% less in price and very good.

I Purchased a Nespresso machine (U model) on Nov 27 2014 at The Bay online at discount. Nespresso offers a $75 Club discount on coffee pod purchases for new machines purchased until Jan 11 2015. However, Nespresso Club would not honour the $75 Club Promotion the machine I purchased. The reason they give is that the machine was discounted by the 3'rd party seller. I can understand if this was explained at the time of sale (on the Hudson Bay web site). I would not have purchased the machine otherwise. The fact that the 3'rd party seller provided a discount should not invalidate a Nespresso Club discount.

As a result, I will now purchase the compatible pods from other vendors (I purchasd the U model with plenty of other pods on the market from competitors). Nespresso will not get any more of my business.

So what happened to "the club"? Join us, they said, like an airport lounge, like a Mercedes. We charge a lot, that's true, but we give you a better quality of service and some quiet refinement for your money. Not any more in Cape Town. The " qualified baristas will produce the finest" has disappeared behind the new-policy ropes that block access to the ' designer coffee bar'. " it's not a coffee bar, sir, its a tasting bar" said young Timothy, the store manager. You are only allowed " to taste a coffee - once - that you have not tasted before, otherwise no access. " Never mind the $100- or more you put down on the table to buy your new round of pods. Penny-pinching Nespresso South Africa will no longer offer you a coffee that costs them less than one rand as you return that favour a thousand fold. And there is no discernment between loyal customers - "club members" - and someone looking for a free load. No style, no class. Donovan, the boutique manger of the whole country offers no apology or embarrassment and does not even bother to take my number and "get back to me" after reflection. " It's worse in Germany" he tells me. "They offer nothing to customers there." So that makes it ok then?. The ghost of George Clooney would be turning in his grave. Sies!

It's always ak bad sign when any company won't give you the name or contact details of those in charge. I have had numerous problems with Nespresso over the years, and each time, I have hit a brick wall. This company does not care about its customers.
The app rarely works, the website is often closed for maintenance, and when you are forced to make a phone order, the call centre operative (?) tries aggressively to sell chocolates, cut price coffee machines and descaling products.
Offers sent by email are quite frequently not applied in store, the list goes on.
Whoever runs the uk operation clearly has little or no regard for customers. Disgraceful.
In fairness, the Nespresso product is excellent. Perhaps so good the company thrives, not because of but despite the careless attitude towards the customer.

As an employee of Nespresso my honest recommendation is to not touch them with a barge pole. I'm sure that there are plenty of very happy Nespresso customers out there but I spend eight hours a day listening to how poor the new courier
service is as they now use Yodel rather than Fed Ex, that's if your order even gets processed to the warehouse. Don't expect your delivery remarks to make any difference either, half the time they aren't printed onto the parcels.
And I can almost 100% guarantee you will have more luck trying to recycle these capsules through your local authority. Don't bother trying to use your Ipad or phone to order as you can't use your Gift Card to pay for the order and you
can't request recycling (if you still think it's worth taking part in their half-ar*ed scheme). If you ring one of us for help you might get lucky and get through to someone with half a brain or who have been there a little while but
most phone operators are expected to retain huge amounts of information and probably can't answer your question without putting you on hold for a considerable time or requesting a callback, which means, if you're lucky enough
to get one of these, that some poor soul has to go through a long list of unhappy customers and resolve their issues. This can take 24-48hrs to get a response but you might well get a free sleeve (lucky you!). Don't order express delivery
online at the moment because over the phone we aren't guaranteeing next day delivery (but over the internet you can continue to fill the CEO's pockets, paying £5 more for the same delivery window) Your parcel might get chucked
over your 8ft fence, you might find it halfway down the street or your U machine might catch fire (honestly, this was a major issue when they were first released) or at least smoke and melt a little bit. Your aeroccino has a life
span of approximately 3 months before the milk burns and it becomes useless and it will take you a week and a couple of emails to exchange it...your new one will probably have exactly the same problem.
If you really do want to buy into this over-priced rubbish then I recommend the pixie and the Essenza, I rarely get technical calls about these. And froth your own milk in a cafetiere...a quarter of the price and it's not going
to break as quickly!

How funny, I red the reive before this one, customer refers to customer service representative Danyella. I wonder if it is the same person I just had the pleasure to speak to, so to say.
We've been nespresso customers for years in Europe, never had a problem there. We recently relocated to the States, bought a new nespresso machine and started ordering our coffee online as usual. Well, first time we ordered they missed to add our house number and the coffee never arrived at our place. My husband called and got a rude conversation - more or less we got blamed because they missed the house number and delivered the coffee god knows where but not to us. Well, like many good willing folks, ok, it can happen once and it can happen sometimes that the customer representative you get has a bad day and will project that into the customer. My husband was very surprised with the conversation and not in a good way. We got our coffee two weeks after ordering as it went wrong with the delivery as I mentioned. We had to use other coffee in the meantime, needless to say that it is already a disappointment when you expect the coffee to arrive within 2 business days as they advertise. Not good at all.
We placed another order on the 29th of November. Since it was a Friday, we thought we would receive it by Tuesday the 3rd of December. It didn't show up yet so I called this morning - it's Friday today, the 6th of December. Prior to that I checked the tracking number and it said the package is 'in transit'.
I got to speak to customer service representative Danyella or Danyelle. I explained the situation, very politely inquiring about our package. She sounded short and distant and put me on hold for 6 minutes while checking the package situation. When she came back she said: The package was delivered to you on the 6th of December.
I replied that it wasn't delivered - that was the reason I called, right? She repeated again that yes it was delivered and I should check my mail box. Ok, I repeated again, third time now that I did not receive the package, that is the reason why I call. I added to that that it happened before with our first order from a month ago. She replied to that quite irritated : Yes, I can see that, but that was because YOU didn't provide us with the right information, you didn't give us the house number!
By this time it is clear to me that the customer service representative was not interested to have a normal adult conversation, it was heading towards an unpleasant game if yes/no's.
I said that I was disappointed with this service. She said hastily and annoyed again 'well, I apologize. I will resent the package and you will have it by Tuesday the 10th of December'.
I guess I was supposed to say Thank you very much and hang up, she definitely was not interested in being friendly.
But I didn't and I said I was disappointed that it is the second time in a row I have to wait nearly two weeks to get the coffee and I would like to complain about that and that I don't appreciate the tone of voice I was being spoken to.
Surprisingly she replied more annoyed than before 'so, for what is this complaint, for me replacing your package?'.
Needless to say - I was almost on the edge of getting angry so I said I will file a complaint and said goodbye.
Excuse me, Nespresso customer service representative - do you realize that I am paying money for the coffee and chose this company with the intent of having a good experience overall? You are not giving the coffee to me for free. Secondly, dear customer service representative - you need to check your attitude and please quit your job if you
are doing it only to bark off at innocent customers that have real questions and issues with your service!
Absolutely not ok customer service - I hope that they apologize properly - I am for sure looking around to switch to other coffee!

Our Nespresso machine died after 3 years on our boat. We have the Nespresso machines in our other houses and given what you pay for the machines and the coffee you would think that they can afford a customer service department...wrong! I called customer service to tell them that my machine died and I wanted to get a replacement. I told them I was in a marina in Campbell River, B.C. And paid for next day delivery. Two days later the tracking system showed no movement of the order ( let alone shipment details) so I called again to find out the status. Customer service tells me there was a "glitch" that day and the order was not processed. I told them to cancel the order and give me a credit, which they agreed to do. Then I asked where the closest place was to buy a machine ( after all I have a couple hundred dollars worth of the famous pellets to use up) and they tell me Vancouver ( a hundred miles away). So we go in line and find a Nespresso retailer about 500 yards away from the marina we are at. Sure enough she has a machine and when I tell her that Nespresso seems to have no record of her location, she gets as mad at their service as I have been for the last 48 hours or so.
Then I look at my credit card statement and find that I have been billed for the machine that was not processed in the first place; I call "customer service" and they state that my credit has just been processed today...hmmmm! When I ask why they didn't tell me that a retailer was a few hundred yards away from me she says that they are only supposed to tell customers about Nespresso boutiques, not the other retailers that carry their products...great retailer support Nespreso!
For an organization that relies on on line ordering you would think they could get it right and when the inevitable " glitches" happen there would be a procedure to compensate customers for their inconvenience...wrong again!
If we weren't invested heavily in these damn machines and the coffee pods I would gladly dump this company, who knows, one more screw up and I may have an addition to my anchor chain with Nespresso written on it.

I purchased the Nespresso U today at William Sonoma. It was promoted with a $50.00 rebate. You need to go online and register to get the rebate. So, I did. I am the VP of Marketing for a technology company. I have been in digital media for the last 15 years. I barely made it through the gauntlet of submissions to get the rebate which takes 4-6 weeks. There is NO WAY most of my friends and or family would have ever survived getting through the requirements to receive this rebate. It is clearly designed to exasperate people before the just give up and order the coffee. I have NEVER in my life written a complaint online but this one was so beyond comprehension that I am taking the time to make sure that nobody else suffers this corruption. I am beyond disappointed!

Have bought Nespresso machines, thank god in Canada, to give as gifts in Mexico but I cannot get the capsules delivered! I have openned an account thru Nespresso Mexico, payment went thru but as we speak 10 days later no capsules! Every day in contact with Nespresoo Mexico with all the promises that I will receive but no luck. Although the replies are prompt but they don't stand for anything! I tried tracking the package myself with their courrier service "ESTAFETA" but even worse. A complete waste of time an unnecessary aggravation. There is NO CUSTOMER SERVICE AT ALL, just empty promises.
I have sent an e-mail to courrier service "Estafeta" hoping that I can go pick up the package myself. I have never seen such poor customer service and hope my package will be there at the courrier depot or else when back home need to sort it out with who knows? I will contact my credit card to see what the refund policies are if they dont find my package.
In Canada i have never been dissapointed but Nespresso Mexico has a long way to satisfy customers.

Having ordered for the first time a nespresso machine and various capsules via internet last weekend the machine was delivered on Tuesday - without the capsules.
I rang to ensure a mistake hadn't been made to be told they'd be delivered on Wednesday I rang onThursday to be told they'd be delivered on Friday between 8.30 and 11.30. I rang on friday at 11.30 to be chastised for ringing so much and told they were delayed in traffic but would arrive sometime in the next hour. I rang at 14.30 on Friday to be told they were boxed at 10.53 that day and would be delivered on Monday sometime between 9.00 and 18.00. I was annoyed. Eventually after 35 minutes on the phone where the woman could not pass me to her supervisor, could not report the incident internally and could not offer the service where the delivery time would be narrowed to a 2 hour window on Monday she eventually agreed to a delivery on Saturday. In the post on Saturday there was a letter from Nespresso requesting an attestation on my honour that I had not received the coffee when the first delivery was made. I called to discover that no delivery was programmed or would be programmed until thay had received the attestation as there was no evidence that I had not received the coffee.
No apologises. Just lies.
No communication with anyone more responsible then their call centre staff.
An unapologetic abuse of client time and the worst internal communication I've ever seen.
I am so shocked I don't quite know how to proceed.

I am very unhappy at the slow service or delivery time after placing an order; I have ordered a coffee machine back on 6 Feb 2012 I also ordered a steam mop on 7 Feb 2012 neither of which i have recieved .My order Numbers are [protected] for the coffee machine and [protected] if there is a problem with stock i would like a refund on both products and until such time i will not be ordering any more product until i have some satisfaction regards Derek Coombes 21 Lesay Drive ST Helena Vic 3088