When my 15 year old Delonghi Nespresso coffee machine started to leak I did not hesitate to buy a similar model.(My first mistake.) I chose a DeLonghi Citiz which both Nespresso and their retailers advertised as including a promotion for 30 free capsules by redemption.This required you to register with Nespresso(IN MY OPINION a thinly veiled… Read more
marketing strategy to enable them to bombard customers with unsolicited advertising) Registration requires provision of contact details and the serial number of the machine purchased which is then included in your account details. Despite trying to do this 4 times, (my second mistake)including submission of a photograph of the serial number label on the machine,the Nespresso system would not accept my details.I spent 45 minutes explaining the problem to a Chat Person(my third mistake) who eventually assured me my registration was complete..HOWEVER the system failed to recognise my machine serial number and attributed to my account details of a totally different machine which just happened to NOT include the capsule promotion. My request for redemption of the promotion to which I was entitled was subsequently rejected. Although the promotion is of nominal value it is the principle of the issue and it has been impossible to have Nespresso even look at this problem with their system.It is practically impossible to contact them by email and you can only contact a Chat Person who appears to have very, limited capacity to do anything. IN MY OPINION Nespresso provide little or no opportunity to raise concerns with them and stubbornly refuse to respond to genuine issues of concern allbeit in this instance relatively minor but nevertheless frustrating. I do not like being ignored and have lost all confidence in Nespresso. I wish I had not purchased my Citiz machine and should have gone to the wider market instead. I will not buy any cartridges from Nepresso in the future and will buy a compatable alternative that I have occasionally used in the past. I suggest that any Nespresso customers having problems with Nespresso and their products look at the alternative capsules that are easily available from Aldi at a fraction of the cost of Nespresso Pods. The foregoing details are of course IN MY OPINION ONLY however I consider that Nespresso Customer Focus is non existant and I have no confidence in having any future dealings with them.
I am very satisfied their customer service regarding warranty claim. Their opening hours is very extended even on weekends and the customer service representive was very helpful and friendly. They sent a replacment right away once they got all the details and asked me to send a fautly item later so I can drink coffee continuosly. This is one of… Read more
the best customer services I've received.
I am very satisfied with their customer service regarding my warranty claim. Their opening hours are extensive, even on weekends, and the customer service representative was friendly and very helpful.
Once they received all the required details, they sent a replacement immediately and asked me to return the faulty item later, so I could continue enjoying my coffee without interruption. This is one of the best customer service experiences I’ve had.
I have a Vertuo Next Solo and had it for less than 2years and under warranty . I have contacted them on 3 occasions within a week and they read from a script of how to fix my machine and it has been the same every time. This fixes the problem for that day and you have to phone them again the next time you use the machine. The last call they… Read more
informed me that I had to rinse the machine every time I use it. This is a 10 minute process. I use have been using 5 pobs to get 1 espresso. $1 a pod + a 1800 call for 1/2 an hour. It would be cheaper for me to get in my car and drive to a coffee shop and buy 2 coffees. I stated that a machine that is in warranty should be replaced I was informed I would have to post it back and once they received it they would be in contact to send out a new machine. Don’t know what I’m supposed to do in the meantime to have my morning coffee. I would not recommend their products. Their help centre is useless and read from a script. If I could give them 0 out of 5 I would. 27/12. Another day has started without coffee as the machine has done exactly the same thing again. We are still awaiting a call back from Nespresso to see if we are lucky enough for them to send us another machine or weather we will have to still monitor it. If you are looking for a coffee machine DON’T buy a Nespresso as they don’t fulfill their warranty commitments
Reviews with attachments
Unreliable product – Purchased a nespresso vertuo next in June. Worked for 3 weeks and them started leaving puddles of water. Now in for repairs - job # 305799 and back to instant coffee for me..waste of money product. Show details
My Essenza machine started pouring out diluted coffee after a year of purchase. I reported it to Nespresso Australia and it was replaced. Again, after a year of use (of the replacement machine) it has stopped working after a routine clean. Do these machines really just last for 1 year? It's not worth it.
Never again!!! We upgraded from an Aldi pod machine which was flawless, they stopped making the pods we liked so we thought we would upgrade. What a mistake!!!! This machine of ours has leaked non stop, the solution offered? Send it back for repair, mind you the turn around was 15 business days which is about 4 weeks!!!! They did however quite… Read more
happily offer a discount to order a new machine but no compensation otherwise. Now we are left with a stained bench from their faulty machine.
If I could give this company a big fat 0 I would. Not only has the machine that I bought had nothing but issues, they continue to tell me that I have not maintained the machine correctly. I used their products, followed the steps of their team and i also watched videos that they sent me to fix the issue. I have asked for a replacement after the… Read more
machine was taken back 3 times due to the same fault and they just keep replacing the same part every few months. My warranty is almost over and once that happens its no longer their problem. My last phone conversation I was told that i would get a replacement as they don't keep sending the same machine back after 3 times faulty. WHAT A LIE THAT WAS!!!!! They sent it back to me with food in the water tank, tank still wet and the machine wasn't even wiped down after they worked on it. If you want to buy a machine like this buy it through a company that will actually fight for you. not a company that doesn't care about their product or the way that it affects their clients. I am beyond frustrated.
Staff that belittle you! – Yesterday (9 Feb 25) was my first online order (I selected "Click & Collect" at the Chadstone Shopping Centre). The order acknowledgment was received at 8.08am (indicating click & collect in 30mins). Subsequently, I received (2) order receipt email at 8:15am and 9.36am, each email has an order ID on it. Initial greetings upon arrival were nice… Read more
at the boutique, unfortunately it turned to a nightmare. Both my husband and I were intimated by a young India girl (I was not able to get her name as I was told it is confidential). She asked for our order ID and whether we had received the 3rd email for collection. As this is our 1st online order, we were not sure of the procedures. So, we told the staff we had the order receipts. At that point we were intimated because she was abrupt, unfriendly and her body language was not nice. The staff replied, "no, it does not show the order ID" it is on the 3rd email, and you have to wait for the 3rd email that said your goods are ready to be collected, otherwise you will have to wait.
OMG! we were very disappointed with a reputable Nespresso having a staff who interacts with people (customer) so rude and abrupt. She was unhelpful, unfriendly and non-apologetic, albeit with a stuck-up face demeanour.
When I got home, I checked the order receipts, it does have the Order ID indicated on it Unfortunately, the staff was not helpful to pick-up order details from the order receipt we received, all she repeated was, "3rd email, it is all indicated on the email". She keeps empathizing or insinuating we should have read the email. Eventually, we had to write our names to her to check on our orders (2 different orders)
We were very upset NOT because we have to wait for the staff to pick-up our orders. We were very upset and annoyed by the staff attitude. I believed Nespresso can do better in placing better trained personnel in front-line.
Positive reviews
Nespresso Adelaide shop. Went to buy some pods and was not very impressed as the salespersons were extremely pushy for you to buy. I wanted to have a look at everything that was there and they kept asking what I wanted. I kept telling them that I wanted to browse before but no they kept coming back. At the end I was so annoyed that I bought my pods and left. I will not go back there again. Better buying online.
Westfield Chatswood- Hayley was amazing in helping me make up my mind re: what machine I should buy. Was very helpful. She demonstrated and made me a coffee as well… which was lovely! Grateful for such customer service.
Great customer experience – I had a fantastic experience at the Nespresso Miranda store. The staff expertly assisted me with my coffee machine issue and helped me choose the perfect coffee blend. Their service was outstanding, and I left completely satisfied. Highly recommended! Also all staff helpfully, great customer experience, Claire was exceptional Show details
Negative reviews
Ordered a milk frother 2 weeks ago. Order 1 - sent to the wrong address, an old address on file that I hadn’t been at for 8 years and different to the address on the order. Customer service blamed me despite the address on the order being correct. Created a new order to fix above. Order 2 - sent to the correct address but the day before delivery… Read more
was redirected by Nespresso back to their warehouse. They denied this despite the order being sent back to Sydney, and eventually agreed with me after I sent screenshots of the tracking. Submitted a new order with same day delivery promised by 5PM.
Order 3 - contacted customer service at 6:30PM and told will not be delivered until the next day despite website promising same day delivery if ordered by 1PM. They said it is their delivery partners fault, and they refused to lodge a complaint re: all the above.
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Their online customer service is appalling - last 2 orders had issues & have had multiple issues over the years. No-show delivery - they had no idea until I called them. Were offering a service called Zoom 2 U that didn't even exist apparently yet they offered it upon checkout. Now the latest... I've been charged twice for one order & they do… Read more
not care. They are like robots to speak to over their crackly phone lines, don't listen, don't answer your questions & are taking no responsibility for charging me twice. Continued telling me they can only see the one order & payment even though I'd already told them the original order did not go through but yet they've still managed to take the extra payment. How convenient! They've passed the buck to my bank.
They also send emails advertising limited edition coffee flavours that don't even exist (such as vanilla pistachio) & then can't even give you a straight answer when you enquire about it & why can't you order it.
If I treated customers the way they do, I'd be sacked! I am leaving Nespresso after being a loyal customer for many many years & intend to go back to a real coffee machine with beans. George Clooney should be ashamed of himself promoting a brand like this!
Order on line 25 Sept 25, funds taken that day. No goods delivered as of 3 October 2025 and no tracking provided. Had to call to follow up, told order might be with us by 6 October. Call taker not concerned or curious (red flag) I wonder whether order had been processed up to that point? Not acceptable won’t be ordering from you again (glad I… Read more
only paid $20 for the machine) expensive product and tedious order process. Coffee just okay but taste is not as consistent as it should be.
Recent reviews
Machine only 1 year old and not working. Only got used every second week when I’m home. Won’t go through a cleaning cycle. Store don’t want to know about it. Very disappointing. Show details
Nespresso coffee cups are useless smaller then what they state they are .. so basically coffee from machine doesn’t fit in cup .. when I rang to complain was told oh well we can’t do anything about that ..
Dont waste your time with this dodgy company. Got a new machine tried to register and get the 30 day free pods and it never worked. they are scammers. Worst customer serice also they keep telling me its fixed and never gets fixed
No Customer Service – If I could give 0 i would On call 3rd time today to pay invoice They refuse to take payment They started stuff up. Call centre moved overseas where they just do not understand
Where is my coffee? – My reoccurring coffee order hasn’t arrived. Just getting repeatedly fobbed off by customer services, telling me that’s it’s ’being processed’. Looks like they have serious issues in the warehouse. Definitely cancelling - terrible service! Took my money and can’t provide the service.
Not good enough – Very poor customer service. I have been a regular customer since 2012. Purchased the Touch Travel Mug at a cost of $36. Not long after a few uses, the clip broke off the lid, rendering it useless. Contacted Nespresso to arrange a replacement/or refund. Even though they sell the product, I was told they don't cover warranty. I stated if they don't… Read more
guarantee or provide warranty on their products, they shouldn't be selling them. Not good enough Nespresso. Very annoyed.
Great coffee but Delivery is abysmal – Firstly i will say this is not about the Nespresso pods which I love and buy all the time , it’s the delivery system that’s a big fail . When my recurring order failed to turn up twice I made a twilight delivery order at 10.30am . When it also didn’t turn up I used tracking only to see it was waiting for pick up from driver in Sydney , I’m in… Read more
Perth . Contacted them next morning and was told I couldn’t get twilight delivery because I ordered too late as 1pm is cut off , having receipt proof of time I was then told oh but that’s 10.30 Perth time !! Yes because I live in Perth and ordered in Perth so I live on Perth time not Sydney . Another day and no coffee and it’s weekend so I will maybe receive it Monday if I’m lucky , why is it so hard .
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Incompetent – Terrible service. Non delivery took 5 phone calls to find out that they didn’t place my order with the courier till too late. Why offer a service that you can’t provide. The most incompetent service I have ever dealt with
Crap welcome – They have a offer atm where if you buy a nespresso machine and register with them, they give you a "special welcome gift"...but only once you spend $75 or more on coffee first lol. Some welcome that is.
Unacceptable Customer Services – I have a machine under warranty and under subscription that has started to leak underneath. Nespresso tells me I have to send it back via AustPost with packaging at my expense, be without my machine for 2+ weeks, no offer of a loan or a replacement. Unacceptable customer service. I will be looking to change over to a more reliable product. Show details
Terribly delivery service – I like the coffee but their delivery service is the worst. They ask for delivery instructions but Australia Post never attempt to deliver the coffee and just take it to the post office. Rang them up to lodge a complaint. Wasn't rude but they hung up on me. Show details
Orders charged, never processed. Waiting for refund two weeks that Nespresso claim never existed! – Do not purchase from Nespresso! I have had issues with every single online order made in the past three months. All five orders I have made have never been fulfilled from the website, regardless of my card being charged, unless I rang twice to just have them processed over the phone (in which the online order was never processed they just created… Read more
a new order through the phone).
I have spent the last two weeks ringing every second day for a $210 refund for an order that was not fulfilled but has been charged. I have been promised the issue has been escalated each and every time to the finance team and that I’d get a call back, yet they have not rung me back. Each time I call I have to explain yet again over the phone of the issue and that I am still waiting for this refund because the order was never processed. I can’t get them to send me an email with the issue so that I can get my bank to process a charge back and they won’t help me at all and keep dodging the problem.
I will never use Nespresso again I am selling my machine and never going back. Aldi coffee tastes great and I’m so happy with their price and very accessible. Do not use Nespresso!
Nespresso Chermside is the worst! – Absolute disgrace of a shop manager in Chermside! Rude and I professional staff!! None of these people should be allowed in any typ of business! StEer clear from these clowns.
Poor customer experience: premium pricing with lousy response – I had a recurring order with Nespresso and tried to change it multiple times online, by email and by phone. The website was confusing and failed to process the change. Emails weren't answered. Phoning was just as unsuccessful: operators who couldn't understand what I was asking and failing to make the changes I wanted made to my order. For such a… Read more
simple request, the ineptitude of Nespresso's customer service avenues was unbelievable. My recurring order is now cancelled.
False and misleading conduct – Nespresso actively engages in false/misleading conduct and fails to actively resolve the issue and fails to provide a resolution letter. Actively breached consumer law by providing false information regarding repairs on machines to obtain further sales in capsules. My machine is a glorified paper weight and they refuse to repair or replace the machine at Nespressos cost despite the previous misleading information.
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