Terrible customer service. Registered for warranty that they will not honour without the original receipt (it was a gift). Absolutely useless trying to talk to anyone about it. The vertuo next has many issues that the company is aware of (doesn’t read bar codes, leaks a LOT) but they still won’t honour the warranty.
No accountability.Not even a year old machine and refuse warranty without the "original" receipt. After years of loving this product, I can no longer support this kind of customer service. Once I informed them I, of course, did not have the original receipt as I registered it for warranty and misplaced it as the purchase has now been recorded. Customer service hung up on me when I asked them to look into the receipt.
This company has the WORST customer service I have ever dealt with. The machines break down and need resetting at times and to try to get help from them is impossible. You have to provide so much unnecessary information and then the serial number which is supposedly on the bottom of the machine. Well the number I provided, they can’t find. Therefore no help. They state their policy is for security reasons. ALERT it is a coffee machine that needs fixing. No one is hacking into a bank account. Come on. I am going to get rid of my machines and go with another company. I am sick of dealing with Nespresso.
Got a Nespresso Lattissima One on airmiles in December. Milk frother worked for 4 weeks, then stopped. Phoned customer service, they had it sent for repair. Came back didn't work. They were nice & sent me replacement machine which didn't work at all. I went to a boutique store where i was told that I could get a store credit and then buy a machine. Not true. Only because I didn't buy it from them. Then they sent me a new milk frother which didn't work either. So I called today. Yes, they'll send me a new model, but not the one I want because it was more expensive than mine. I understand that, but now that one is on sale and cheaper than the one I have so no couldn't have it. Getting one that's cheaper than mine. All because I didn't buy from them. Should make no difference where I got it. It's their product & they should make customers happy. Hope I never have to call again. BTW, the customer service is located in Morocco. Why can't we have Canadians doing this job????
Credit card payment issues Transporter under performing & lying in respect of timing order blocked in your system and no constructive alternative (paying twice and await 10 days for your refund is not constructive) silly people over the phone with no consideration for long term clients . at this level of quality, your price should equal the "produit blanc"get your stuff together nespresso
The absolute worst customer service ever. Ordered my FIRST order of nespresso pods off the site. Never received the package. Was told to wait another day for it to come because it may say the package was delivered but it might come the next day? Waited the extra day and it never came. Called to order another package which also never came. They did absolutely nothing about it and told me to wait another day for the package to come. Need this as a gift for tomorrow and now I’m frustrated and fuming. A terrible first experience with this company.
Never received my order after 4 attempts after a month went by with no coffee in the house. They charged me for order but never received. Had to get American Express involved. Thank goodness for them!Now that Amazon carries the vertuo pods, will never go back to nespresso's site.
Nespresso con customers with fake promotions that they do not respect at checkout. This always happens and should not be the case with an overpriced coffee product - I will move to Illy
This is the worst website I've ever used. I dread seeing coffee running low and knowing I'm going to have to go on and spend an hour trying to get my order through. Never remembers my password - sometimes I can even sign in to my account and then by the time I've made my choices and go to cart to pay, it makes me reconfirm my password, which is then not recognized anymore and I have to go through the whole process of changing my password again. I have had to change my password every single time I make an order (and since you can't use a previous one, I constantly have to invent new ones). Please Nespresso, fix your site! I'm ready to abandon my nespresso addition because of your awful website!
Order shipped minus one item. Called customer service to remedy. Agent mumbled, talked very low and microphone was so bad I could not understand much of what he said. He asked the same questions over again like he was not listening or what distracted by something. I am not sure if I am going to get the item. One of the worst customer service calls ever, especially when you are trying to remedy their error.
Worst coffee maker ever! It’s so temperamental! I hate it….that’s what I wrote after first getting our machine up and running….turns out, our machine was not working! They sent us a new one that has worked flawlessly! So happy!!
A completely over engineered and expensive way of making bad coffee, these machines will find there way to landfill so fast utterly ridiculous the product development team should go a learn about what makes good coffee and then start from there. Three machines purchased for the office within two weeks all gathering dust in a storage room.
Same poor fulfillment and delivery service as noted by most others. Coffee ordered 10 days ago and still has not been picked by the warehouse yet - unbelievable! The customer service agent actually said that the delay was attributed to the holidays - when I asked him what holiday, he said Chinese New Year! I called BS ! Sad to believe that what used to be a reputable company has declined to the point of not caring about its reputation…
Customer service isn’t knowledgeable and they were very hard to understand. After following the online directions I was unable to descale our Vertuo machine, so called Nespresso customer service, 45 minutes later and six rounds of exactly the same directions with the same results it was obvious they didn’t have a clue! We will not be replacing our machine…we’ll go with another brand that has an easy straight forward descale and knowledgeable customer service…not Nespresso!
E-Commerce is not complicated - a customer places and order, the vendor ships it, the shipper delivers it. Thousands of companies fulfill orders every day without any fuss. Why is thsi concept so hard for Nespresso to grasp? They promise 2-3 day delivery. I am once again at day 10 with no delivery estimate! They use a cheapo disreputable budget delivery service (Deliver-It) so you can’t even get tracking. Nespresso customer service is disinterested in providing any meaningful help in tracking orders. I've had delivery issues so many times with them. I give up. Will not use their crappy website again. Instead I have to drive to the mall in the next county to buy from a boutique.
I've been a member since 2008 - that's 14 years ago. If you don't have to deal with their customer service, you are in good hands, until your order is being delayed, like mine, for 9 days now, and they don't know when it will be shipped - maybe in a week, maybe in two, but less than a month for sure. What?!?
I love the coffee, the machines, and the ease of using the coffee. I have been a club member for years. However, in the last three years I have experienced lost delivery orders, incorrect orders, and terrible website issues (simple things that could be fixed but make it almost impossible to order). In addition, getting help on lost deliveries is near impossible - resulting (in the best of circumstances) talking to someone with an incomprehensible accent who does not seem to be able to communicate well on the subject.
I have been a Nespresso EZ customer since July 2021. At first, I loved it. Then in Oct 2021, they did a computer update and it has been a nightmare. I am supposed to receive an EZ order delivery every 2 weeks ($44 each time, free delivery). Since October orders are late, they don't show but they sure take my $. I've spoken with Cust. SERV, and EZ order dept, managers, etc. They all say sorry and blame it on this or that but NO ONE can figure out why it continues to happen.
They have no answers they lie on their site and blame it on covid but don’t tell you that when purchasing they say they are understaffed but should explain before you purchase! I would have gone to a store if I knew they would take 3 years to ship my product
I have ordered a Nespresso machine with cups at Nespresso, and after days I have still not received my machine nor any confirmation about my order. I keep calling and they keep telling me to call back again! Terrible service and no one is trying to help at the customer service. All they keep telling is call back again. Really???!
