Super speedy delivery
My latest order of coffee pods arrived today.......and I only ordered them yesterday morning!!
So quick! I just could not believe it when the postie arrived.....and we are rural too!
Big thanks to Nespresso.
Worst customer Service.
The worst in customer service. I purchased a citiz Nespresso machine by phone to replace a broken one. That was almost three weeks ago. I have called Nespresso four times and they promise to follow up and call me back but they have NOT CALLED ME BACK. No machine, no call back.
Put an order in and realised they had a promotion. Ordered the required pods which I wouldn’t have ordered. Order comes without the ice coffee bottle, contacted them and they said they had none left. Even though the website was still advertising them the day I emailed them. Tried to talk to them since and they keep ignoring me. There customer service is useless!!!
It has now been over one month since I have had any contact from Nespresso regarding my #missingmachine and two months without it.
I understand the delay in the machine being delivered to the repair centre due to the bushfires and received tracking confirmation that it was delivered on 14 January 2020. It's last known sighting.
I attended the Perth store on 24 Jan to buy some pods in anticipation of its impending return home and asked the sales, no assistance whatsoever, if there was any word on it's status. I...was met with a blank stare, "no, I wouldn't be able to help you with that, I can check your account though" which she did, only to tell me that I'd get an update soon, (reminder to self to request a definition of soon at the time). I then waited until Saturday 1 Feb to contact Nespresso and was told my beloved machine was delivered back to me on 20 Jan, 4 days before I attended the Perth store. I remained polite and let him know, no, it was not delivered. All the time wondering why Ms Blank Stare couldn't give me this info 4 days after alleged delivery date? However, he was going to follow up for me and I would hear back on Monday. Monday came and went.
Terrible Call Centre Customer Service
We had a nespresso machine that lasted 10 years and never had an issue. They clearly don't make them like they used to.
New machine is less than 3 months old and pods are wasted as coffee trickles out.
Good Guys were absolutely useless (no product knowledge) and Nespresso phone service was just as bad.
They demanded I troubleshoot with a toothbrush first before booking it in to be repaired.
Never had I need to use a toothbrush on a $200 machine.
10 days without a machine. Sorry not sorry they just stick to the customer service script in front of them.
Poor backup service-
I set up a $50 a month deal for machine and $50 credit monthly to buy capsules with. 3 months in they stopped billing me and froze my account for no reason (I havent changed the billing credit card)
I have called 6 times over a week and they keep saying Accounts will call me back as my account is frozen.
Poor service- possibly a breach of contract and everytime someone asks me would I recommend, my answer is simply NO
Theuy spend all this money advertising and all Nespresso have to do is offer some customer service
Don't bother calling them if you have an issue
I had an easy order setup that was due to come every 4 weeks. We were running out of capsules a week early so I called them to arrange an earlier delivery. They said this would be arranged for delivery the next day. 6 days later I still haven't received my order. Turns out that my order was not changed and they have no record of my call! On top of that they sent me an email saying the price of my capsules is going up by an average of 2 cents the next day! This day just happened to be the same day as my order was processed. If I could go somewhere else I would but once you've bought their machine they've got you. I should have read the reviews before I bought the machine.
Appalling customer Service
Nespresso Lattissima defective machine was returned for repair on 02 Jan. the customer service agent said repair should be 5 to 7 working days. To date no machine. After three call and three different stories about delivery I took it upon my self to call the repairer who said a replacement machine was on the way. That was yesterday 15 Jan. This morning a new machine arrived. Wrong colour. On to customer services who promised a swap over for the right colour tomorrow 17Jan.I then got two phone calls for me to confirm the colour again. Would you ...believe I called again and got a different agent who said cannot send a replacement until the wrong one has been collected even though the first agent said there would be a swap. He said procedure. I said change the procedure or put my on to your manager. Manager to busy to talk to an unhappy customer.may have my machine next week. No more Nespresso for me. This situation appallingly handled. Customer service staff in need of urgent training.
Used to be so good! Unfortunately has gone down hill, fast :(
To clarify I have been a Nespresso member since 2008 and would on average spend approximately $400 - $500 per year with them on coffee not including new machine purchases.
I have absolutely LOVED Nespresso convincing other family and friends to come on board. Their instore customer service and product were second to none. I didn't mind paying a little more to get what I felt was a better product and service.
Recently I attended their renovated Chadstone store. Low and behold they have decided "self serve" check outs were both necessary and a...cceptable? Nespresso pride themselves on customer service however asking your customer to check out their own product while paying a premium is unacceptable. It's not Coles. I had to walk out in the end as I was not able to get the amount of coffee pods I needed and ended up having to order them online. Which leads me to my second gripe, after deciding to cancel my subscription I had to call the customer service team, which normally wouldn't be a problem, they used to be polite and efficient. The gentleman was rude abrupt and didn't even cancel the subscription as he said he did. I had to call back to cancel it again and that woman couldn't even be bothered. What has happened Nespresso????
Poor online service
Bought the machine during promotion and entitled to $50 credit. After 3 weeks waiting credit still had not arrived, chatted with customer service online, saying that because I registered as member online after submitting claim form, somehow I have two account numbers, the credit is sitting in the other account. The customer service Aleshia was not helping, cant transfer the credit to my account, so I can only claim the credit in store or on phone, but not online.
I used the same email for the claim form and online registration, but nespresso...just can't link the information, and made it so difficult. To make it worse, customer service implied I did not read the claim form through. Everything is clear on their form so it is not their fault. Very disappointing service.
Gran latissima dont buy
Constant issues with this machine. I sent it back to Nespresso and still dont know whats going on. Been in repairs for 1.5 weeks. No coffee machine replacement. Very disappointed after being a Nespresso customer for many many years
Our $300 Nespresso machine broke after less than 3 mths. First they said we had to descale it, which was an obvious stalling tactic. We'd made ~100 coffees in the 10wks since buying it, and even the manual says 300 capsule before a descale. Then we had to wait for a full day 9am-5pm for a pick-up. (No other company I know of is that disorganised.) So my partner took the day off work. Then the courier never showed. We called the next day, and they had no record of the courier being booked. Now - already $300, plus a box of wasted pods, a descale...kit, and a day of work down the hole - they've told us we have to pack and ship the machine back to them. Infuriating. More time. More expense. Now, when I went to write a review, I found the same story happening with Nespresso around the world. What the actual hell?
Ordered 100 pods for delivery and ticked for them to be left if nobody was home. They failed to leave them and took them to a store a long way from the house. Finally dropped into the store to find it was closed despite saying it would be open online. Rung up Nespresso Club who stated we have to write a note if we want it left at the house (no indication of this when ordering) we did this and once again the delivery company didn't leave it and took it back to the shop. We were told we had 7 days to pick up the items and when we made it to the s...tore 2 days later they informed us they had already sent the parcel back. Rung Nespresso again who had all sorts of excuses and finally said they could provide a refund but it would take up to 30 days. Nil customer service and will now move to another pod provider.
Keep taking direct debits even after 12 months is over & multiple phone calls!
Big regret here, Nespresso sent us a faulty machine. We called over and over and kept getting told we would get sent a courier bag to return it. Never happened we kept calling and kept getting fobbed off (told they would send it and they never did). We had to use our old machine instead. Then when my 12 months were up I called to ensure the subscription was cancelled. I was told it was. Then they took another two direct debits from my credit card. I called again to be told 'sorry, we will ensure it is cancelled now'. We will see if it happens again next month arghhh!!!
Coffee cold on large pod Nespresso machines
Bought one of the new large pod espresso machines - the coffee is cold when using normal milk. I phoned Nespresso and they said the demos in the shop use hot milk - which we dont want to do. So I want to give it back after the first week and they convinced me to keep it a little longer to try it out - it is now just over a month later and both Harvey Norman and Nespresso say now its to late to give it back. So I have a $300 machine we dont use. I think Nespresso was unethical to not tell me I have only 2 weeks to give it back when I phoned them in the first week.
Good machine; shocking after-sales service
Beware of buying from Nespresso! The shops are full of very helpful and friendly staff but once you've bought the machine, you get handed over to "Nespresso Club" which is just a fancy name for a NZ call centre that really doesn't give a crap if they serve you well or not. You are assigned a number and you become that number forever more in your dealings with them. No personalised service whatsoever.
Heaven forbid your machine should need a repair under warranty. It will be picked up free of charge by TNT and Nespresso will tell you 10-14 worki...
- Verified customer
Nespresso Is Impresso
Top notch website.
The perfect boutiques.
5-Star quality products and services.
Environmentally friendly program's & business model.
Value for money.
No better way to wake up in the morning, satisfaction guaranteed!
And did I mention Mr. George Clooney is a fan?
Not as good
The new Store in the city is not as good as the previous one. I get they want to modernise and make it easier for clients to purchase but they did not get it right. The machine where you place the sticks to pay it looks fancy but you constantly need assistance. Why can't you just walk to the till and pay? Also if you would like people to try your coffee have extra staff or an extra station!
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