Terrible customer service
I bought a Nespresso vertuo plus and only had it for about a year , and then it started leaking coffee. Rang customer service and was told to descale the machine.
Went into the Nespresso store in Booragoon to buy the descaling kit and was told by the person in the shop that the machine probably needs servicing. I bought the descaling kit anyway.
Rang customer service again this morning (waited for a long time before someone picked up the phone!) and told them that I descaled the machine but it’s still leaking. Person on the phone was NOT ...helpful at all, said that I can return it for repair. Decided to go into the Myer where I purchased the machine to see if they could help me further. The lady at Myer was very helpful and tried to ring customer service but no one picked up, so she just gave me a replacement machine. Very disappointed with Nespresso customer service as I thought Nespresso is supposed to be a premium brand !!! I expected customer service to be a lot better as I’ve heard good reviews about Nespresso customer service! Seems I’m not the only one having issues with Nespresso customer service. Will not repurchase machine from Nespresso next time due to terrible customer service !
Hopeless Customer Service
Bought a Nespresso Vertuo plus last Nov/December.
Enjoy the coffee and very happy up till now.
Machine is leaking coffee. I descaled it and.hoped for the best.- but no, after making 2 coffees today there was coffee leak all over the bench - seems to come from below the used pod holder.
Called Customer Service twice as first call was disconnected - 10 days plus for repair. Not happy about wait time. I think the machine should be replaced.
They sent.me a delivery docket for TNT. .I had asked for a Tuesday pick up but docket says Monday. I ...
Nespresso Vertuos Plus
Got a new coffee machine in Sept 2019, in Apr 2020 I had to complete a descaling before the machine automatically stop working. After several trials I called customer support. I learnt there is issue with those machines, they often do not reset. Finally got the descaling reset. Then a month later the machine started to leak from the back. This my third machine. they all leaked after few months... Any good company would provide a replacement and have enough stock to cover the defect known.
Known leak issues with machine
I was happy with my Nespresso Vertuo Plus until it started leaking coffee underneath repeatedly all over the bench and when I contacted Nespresso Australia was told that "Repairs can take anywhere between 3-5 weeks to be delivered, seen to, repaired and returned." Nespresso's view was that this was "not considered a lengthy time period" and that a lengthy time period would be "6 months". Nespresso refused my request for a replacement under the Australian Consumer Law. Going without coffee for 3-5 weeks after purchasing a machine only a year ag...o is not reasonable, especially given the premium product expectations associated with Nespresso. I would not have purchased a Nespresso if I had known it would fail so quickly, repairs would take so long and Nespresso would not replace the machine. Update: the retail store (not Nespresso) has provided a refund and acknowledged that there is an issue with this model (another machine had recently been returned to the store due to leaks when I returned mine). Looking at reviews on websites overseas (including Nespresso's US site) it appears leaks are a very common and known issue with this model. See complaints of leaking on https://www.nespresso.com/us/en/order/machines/vertuo/vertuo-plus-deluxe-black-d
Their Promotion Site Doesn't work
Tried many times to claim their promotion on line: Their own provided serial number we were told is invalid. Then it says our address is invalid. Just seems they create these problems to unable you to claim the promotion. Their provided phone number is always busy.
Poor customer service
My Nespresso machine was sent in for repair on the 5th May - 2nd time since I’ve had it..(it’s still under warranty) it’s 6 weeks later and I still haven’t heard from them as to when it will be repaired. I get the same story from their customer service representatives each time I call...they will look into and get back to me!! - which no one has! Not good enough.
Beware False Promises
I purchased a Nespress DeLonghi Inissia Capsule coffee machine on 15/05/1918. Machine started playing up after about 18 months. I phoned Nespresso, according to the warranty and Website advice and was told how to reset the machine. The temporary fix lasted for three months and I had to reset the machine at least once a fortnight. Finally the machine failed to respond to the resets and broke. Unfortunately the machine broke down FOUR days after the warranty expired. I phoned Nespresso Customer service and was told that the warranty had expired a...nd there was nothing they could do, even though the machine started playing up SIX months ago. I sent another email and was told that the warranty would be honoured to fix the machine. Since then I have sent three more emails and have been met with total silence. Beware of Nespresso warranties and get your machine fixed at the first opportunity and don't follow their advice to temporarily fix the machine. Like me, you will be ignored when you need help.
Disgusting customer service in Perth
I wanted to let you know of my awful experience today. I have just walked out of your new store in Murray Street, Perth. Not only did we not purchase the coffee we wanted, but we were met with the rudest and most abrupt person. The way they conducted themselves advising us of all the new rules, was in the most inappropriate manner. I am all for the new social distancing rules and happy to be told, but that person at the front of the store is not helping us or your product.
I have been a loyal user of your coffee for many years. However, I feel that your brand and employees have now achieved a height of arrogance. You will lose out with alternative products in the market.
Customer Service win
Have an old Latissima+ that has been going for years, and started having my first issue with the milk frother recently. Ran into trouble descaling while trying to address the problem and called the customer service line for the first time. The lady from New Zealand I spoke to was lovely, super helpful and kind and sent out some replacement parts to me so quickly I got them 2 days later. Her advice has worked and my machine is back to chugging along again. Big thank you, and mad props for the best customer service I've had in a while!
Poor service at a premium price
I have been disappointed when purchasing from Chadstone .It takes so long to buy something as simple as coffee.I put up with the poor service .
Now I order on line .After 8 days awaiting a delivery I call and was told it would be delivered soon .Now after 16 days nothing !
The service is a disgrace .
Now buying coffee pods from the Supermarket ( yes they are open ) coffee is just as good and is about 20% cheaper .
Time for customers to vote by moving away from Nespresso and for Nespresso executives to review how they distribute a simple product like coffee.
A blatant misuse and abuse of the English language!!! "Customer Service"!!! You have got to be joking!!
I called today for advice and I felt that I might have done better talking to the wall!! The staff member showed no interest in my issue and pretty much answered with single words. Very frustrating and so unprofessional!! They really need a lesson in just what customer service really means....
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
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