Not worth a Star
Bought a new machine from retailer.
Cash back promotion process is frustrated. And can't get any timely support from customer service. No coffee to use at all.
Horrible Customer Service
I’ve been a loyal Nespresso customer since they were new to market in Australia. The machines and pods have always been great products, however sadly their customer service leaves a LOT to be desired. I have had two issues over the years and neither was satisfactorily resolved with their Customer Service. (currently waiting nearly 3 weeks for a subscription order, have been debited for the next months’ subscription as well, and still no coffee). When I rang customer service I got a very short response from a customer “care” assistant and when ...I asked for clarification on what she was saying, she was just shy of rude. There was no apology for a lack of service or failure to deliver the product and when she rang off it was with a very condescending “byeeeee”. When Nespresso pods arent sold anywhere else and the nearest store is 35 mins away and you physically don’t have the time to make specific trips to purchase coffee, this response is frustrating and disappointing. Coffee is a staple, nay, necessity in our house and after many years with Nespresso, I am over dealing with their “Customer Care”. (I should clarify that in-store assistants are always the complete opposite and go above and beyond to assist).
Fast delivery every time - to regional NSW
I've been ordering my Nespresso capsules online for some years, living in regional NSW, and I have been so impressed with their speed of delivery. Capsules ordered yesterday morning, delivered today, in less than 24 hours! For a regional centre that is amazing, and it has been consistently just 1-2 days delivery every time. Reading other reviews there are clearly some issues, but my experience has been flawless, correct orders delivered, very quickly.
After returned machine it still not working Promised replacement. Lied to. Faulty machine sent back to me.
Looking at reviews Seems I am not the only one. Had my machine 5 months. Stopped working. Tried air trap ritual a million times. Sent off for repair. New pump put in or do I was told. Immediately on plugging in same issue.
Rang Nespresso who again taljednexthroyghvthe million air trap rituals. He agreed duff machine. Send back for replacement.
6 weeks in get a message “ your repaired machine is being sent to you!!!! “
I was promised ithe machine was obviously faulty and would be replaced. Being lied to by such a huge company is extremely ba...d practice. As they record their conversations they cannot deny what was promised to me. Even customer error was mentioned despite me spending 1/2 hour on the phone with the customer service guy trying to fix it to no avail. My last machine I had for 5 years so I certainly know how to operate it! After a heated conversation with a person taught robot lines to say to customers I put the phone down. Disgusted beyond words. I for one will not tolerate this and will be taking it further. To have a machine 5 months old to break TWICE so soon is clearly a faulty machine.
Nesspreso machines are priceless!!
Couldn't live without it. Machines are just perfect, right amount, right temperature, right consistency
Very sad that Caramelito has been discontinued for good, is there a way to bring it back?? The new flavors are nothing like the real one
Exceptional service and support
James and Janelle from the Nespresso store on George St in Sydney have consistently provided us with the best customer service I’ve received anywhere in the last decade. They are kind, expert and terrific ambassadors for their company. I never expected to find this type of service at Nespresso but now will never shop elsewhere.
Terrible Terrible Website experience
For more than 8 months I cannot order online! It is really annoying to get an error and be asked to reset my password every single time. Are you ever going to fix this issue?? You have never followed up or seem to even care. It looks unprofessional in my opinion.
Rip Off maybe?
Looking at the price of a Nespresso machine at the Miele Shop, and found the same unit on e-bay (brand new) for 55% less. Phones Nespresso to ask why theirs is a cost premium. They said the e-bay item was probably 2nd hand. Bulldust.
Love my machine and coffee - service is the worst
The service model of this business is a joke. My machine subscription had timed out and I wanted to swap to a coffee only plan. BUT THEY CANT DO BOTH STEPS FOR YOU - service centre that can only do half the job.
You have to sign up to subscriptions online but have to call the helpline to cancel the subscription (even after it’s expiry).
So I’ve now spent time waiting on chat to cancel a machine subscription to be told I have to call their stupid call centre and WAIT to speak to someone to cancel (as they don’t just change) and then they expect...
Customer service goes silent on refund request
Long time loyaĺ customer - bought 250 capsules plus 20 free promo. Package arrives with only 10 free. Contacted customer service and was told due to the popularity of the promotion they ran out so are only giving 10 free. Given this wasn't what I purchased or agreed to when checking out online (e.g. I paid circa $200 with 270 capsules in the cart not 260)....I then asked how I can return the capsules for a refund. As It was in the middle of covid/lockdown going to a Nespresso store was not possible. After a number of attempts to seek a ref...und - I gave up after being ghosted / no replies. Thank you Nespresso customer service - you just lost me as a loyal customer and opened my eyes to, in my opinion much better and significantly cheaper capsules with St Ali and Starbucks. P.s please stop sending those 20 free capsule promotions
What happened to the GOOD version of Nespresso Customer service
I have had many Nespresso pod machines for many years. I understand things dont last forever so moving on you get another one. My most recent machine- A Vertuo makes a decent cup but died within 6 months of receiving and so it seems has the Previous EXCELLENT customer service division of Nespresso. Hard work I can imagine when customers are now finding the machines are falling to bits at a rate of knots and communication and information on returns is just no longer there. Not HAPPY JAN and had no coffee for weeks now.....
Warning ⛔️ DO NOT BUY THEIR PRODUCTS
I had bad customer service today over the phone with a couple of ladies. We tried to trouble shoot the machine but after many failed attempts, I asked if I can have a replacement or have it fixed. She refused and said “no, we have to keep trying more before we can even consider that option such as watching a tutorial video on trouble shooting or put all the milk frothing parts into boiling water. After explaining that I had problems with the machine in the past and had not had it for more than 12 months I would like a replacement as it’s still ...under warranty; she still refused. I’m so unhappy with the way they handle these types of issues with customers. After paying $400 for this machine this is the type of service I get. I would not recommend their products to anyone.
Long time customer but your service is getting worse every day
Bought a machine that broke down after 8 months. nespresso wants to repair it rather than provide a replacement. quoted me 7-10 days, been 14 days and they still cannot figure out what is wrong with it.
Will be cancelling my account with you if it is not rectified within 24hrs tomorrow
no wonder you have less than 2 star review hahaha
Really zero star. Flawed machines and customer service insists on replacing one flawed machine with another.
- Lattisima One milk frother broke down three times one year into usage.
- Customer service made me jumped through hoops with replacing the milk frother, send in for repair and then, replace with new machine.
- Spent days even over holidays to sort it out.
- Replacement machine Lattisima Touch (One was not available) was forgotten and not sent until over a week later and after I called in again twice. Sheepishly the manager quietly organised for it to be sent without explanation.
- Promised compensatory pods were forgotten
- Spent a day lear...
I purchased a coffee subscription as a gift on Sunday 3rd Jan 2021. When purchasing, the site advised 2-3 business day delivery. Fast-forward to the 6 Jan 2021, still no machine or correspondence about delivery.
I contacted Nespresso on live chat and was told they usually contact you to confirm delivery, this did not happen and so my order was held. She confirmed my details only to advise the machine was out of stock. She offered 3 alternatives: a different colour machine, pick-up machine from a store (I bought the machine with hopes it would ...be delivered by the following Saturday as advise on the site), or express delivery free of charge. All of which she came back to advise she couldn't honour. I messaged Nespresso on facebook - No response. I contacted their call centre with a large wait to get through. I was told the operator would arrange a machine of any colour for pick up at my nearest store. She then came back to me telling me she couldn't change the order and another team would have to do it. 30 minutes later I got a call saying noone at Nespresso could change the order and my only alternative was to pay full price for the machine without the additional items offered when signing up for the subscription. Absolutely fed up with the lack of service and inability for Nespresso to delivery what they sold.
Ordered online but machine not delivered!
Subscribed to the machine subscription on 26 December 2020. On 5 January 2021, I received a sleeve of 14 capsules but no machine. Called the customer service and was told that I would receive the machine either later that day or the next morning.
Did not receive the machine as promised. Called again and was told that they would dispatch another machine to reach me in 3 - 5 business days. It appeared that the first machine was lost in transit apparently, due to the busy holiday period.
Nespresso needs to do better in online order and provides re...
DO NOT BUY - Nespresso Lattissima One
BUYER BEWARE!! I purchased a Nespresso Lattissima One to be able to make coffees at home but that is far from what this machine makes. This machine makes approximately 1/4 of a cup of coffee and 3/4 of a cup of froth. So if you are after a machine that makes coffee flavoured babyccinos then this is the machine for you, if you are after a coffee machine that actually makes a cup of coffee then DO NOT BUY.
I have contacted Nespresso already regarding this and the response I received was that this is a Cappuccino machine that's why there is a lot...
Nespresso Vertuo Next Solo
I recently purchased a Nespresso Vertuo Next Solo and it was working great for 2 weeks. But for the last week, all I get is orange flashing light when it turns on and then after about 5 seconds it turns to a yellow steady light. Cannot use the machine it will not do anything else. This is not a very good experience and I feel like it was a waste of money.
I have been a member of the Nespresso club for about two years. I had need to call them a few days ago because I purchased a new blend in the Nespresso range which was not to my liking. No questions asked, Nespresso happily replaced the coffee sleeve for free with one of my favourites, and even expressed post it to me with next day delivery. That is the type of service that keeps customers coming back. Well done Nespresso.
Pretty average online shopping experience
Not impressed on the online shopping experience from the website. We live regional and the only way for us to purchase Vertuo capsules is through the Nespresso Website. Over a week ago I purchased my regular order of 100 capsules and the website kept reverting to an error as order was processing. Eventually it seemed to have worked as we received a confirmation. Fast forward a week later, we still haven't received our capsules. This was odd as it normally reaches us within 3 days via express delivery. We checked our account and it looked like t...here were two orders waiting to be processed (we only ordered once!) and as we called Nespresso, they didn't seem to know what was going on. They explained they have been having technical issues with their website and that they would look into this. 10 days later, still no capsules and we have no idea what is happening with the order. I don't think this is good enough as this is the only way we can purchase the Vertuo capsules and we would expect any website technical issues to be fixed by now. If I knew we would encounter such issues, I wouldn't have bothered purchasing a Nespresso coffee machine, which is now just sitting there unusable.
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