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!
I don't drink coffee, but I love this shop.
There is a lot of negativity around these days; so it was so very refreshing to go in to Nespresso in The Canberra Centre recently.
My wife loves coffee and I never touch the stuff; but whenever we are in Canberra I insist on going in to Nespresso. The professionalism and courtesy of the shopping experience just blows me away. As a Civil Celebrant, I'm in the 'people business' too, and I always take something away from these guys that I can use.
Keep up your high standards - it's encouraging in an otherwise declining retail market place!
Outstanding customer service
Would like to say a big thank you to Nicole at Karrinyup Nespresso. Always goes above and beyond and would like to give her recognition for this.
We love our coffee and make regular trips.
Everyone there always looks super smart and very friendly. Thanks
Extremely poor customer service!
The customer service ladies that I spoke to should not be in this job, extremely rude! I asked to speak to a manager but was told there was no manager in the building! I love my Nespresso pods and the delivery service is always next day but they wouldn’t go out of there way to help with my current problem at all, which I’m still looking into. I would appreciate a call sometime from a manager not a so called team leader that doesn’t care! Let’s wait and see!
Call centre was extremely helpful
Had to deal with the Nespresso call centre and cannot thank them enough for such awesome service. Broke the lid on my Aerochino milk frother and they were so helpful in getting one out to me on express delivery since it is not available in stores. They really could not have been more helpful. Looking forward to continuing to buy their products, they’ve earned my loyalty.
Poor Product and extremely poor service
Faulty machine and no service promised service several times nothing happened and no communication.
Machine had faulty milk frother and leaks. Placed on hold many times no service given unable to speak to a manage on the Phone for nearly an hour had to call 6 times to get them to pick up my machine only six week sold ..
Customer service at it's best
I always love the customer experience at Nespresso shops, they always give the feel they are truly there to make day. I normally go to the branch in Canberra Centre they always offer to taste the coffee's and don't expect a purchase in return,
the Miranda branch missed out on offering me a new member's gift when I signed up but due to the mistake the Canberra branch did there best to make it up by giving a free tasting sleeve of there new coffee's so all together I think there service is great and the at the top of retail.
I always tell my staff to go check out the service in Nespresso and learn from it.
Worst after service centre
Nespresso service centre does not deserve any stars and if I have an option to rate minus it will be minus 5 stars. I had to choose at least one star in order to post this review and that is the only reason for a star. I had my virtuo machine to be repaired it took me 4 weeks and 10 calls to service centre but still not resolved. I even spoke to the manager who profusely apologized yet I am getting random TNT delivery messages when they feel like delivering the good without checking with myself when there will be someone to receive the good. I had enough of this. This has to be the worst service I ever got in my entire 50 years of life. I will never ever buy Nespresso Machine ever again
Terrible customer service
Poor customer service!!
Never buy them.
I order 110capsules online and they sent me only 100capsules then I asked them why. They said run out of product... ok what so ever, I wanna get refund of 10 capsules though and they said they will do it. That was 3rd of January. Now its 16th of January...I still haven’t got my money back. I rang them 3more times includes today and they keep saying they will do it immediately.
I don’t know what the hell is their problem.
There is no any apology mail or anything.
I’m very curious how they got 4.3stars on google ratings Never buy this company’s products.
- ‹ Prev
- Next ›
Questions & Answers
Sorry, there are no questions yet.
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.