Nespresso Reviews 

Terrible customer service, terrible website, not a premium experience to go with an average cup of coffee

Nespresso customer service does NOTHING to protect their brand loyalty. I purchased a VertuoPlus with Aeroccino3 a few weeks ago. The Aeroccino will warm but won't froth the milk. The CS rep tried every way to make me think it wasn't their issue. He said you can only use cold dairy milk (even though the listing says it froths all kinds of milk), he didn't know what oat milk was, he said your milk must be too cold, etc. I was using Barista oat milk that had frothed just fine at my friend's house every day in October. He finally admitted that he wouldn't believe me until I bought whole dairy milk and used video to prove that it was the frother, not the milk. Oh, and my return period was about to end, so I should do it asap.

Might I suggest that before purchasing this machine, you make sure to either have an engineering degree or that somebody in your family has an engineering degree. There are some 15 steps to this procedure and yes, you may fail, and in the event that you do, you will have to start over again from step 3.

Please be aware if your machine breaks after five months it won’t be replaced but sent way to be repaired . This can take up to three weeks , so be prepared to go back to instant coffee . Zero out of ten for customer service !

I recently purchased a new Nespresso machine from Currys, specifically attracted by the advertised offer of 100 free pods with your first order. However, after submitting all the required information and a valid receipt multiple times, your system refuses to validate it.

The file size is within the stated limits, yet it still doesn’t work.

On top of that, I can’t cancel the original pod order—convenient.

This feels like a bait-and-switch: lure customers in with a promise you don’t intend to honour.

I’m returning the machine on principle. If a company can’t stand behind a simple promotional offer, why would I trust anything else?

Very disappointed.

Where is customer service had company and had to order out after waiting almost an hour on the phone. Unacceptable. Just saying get yourself an old style percolator because if you are like me & unable to figure out why the machine isn't brewing or descaling you will not be having your coffee that day. If you do not descale coffee will taste bitter. On a good note whdn it wirks and is cleaned well coffee is good never piping hot so I have to heat up my milk. Cafe au lait style.

Delicious coffee. I've spent $850 on it.

Got a flavor I did not like and asked if I could return, refund, get a credit.

"Gustavo" kept saying he understood and was sorry but could do nothing.

I'll be buying much less of their coffee now.

Terrible customer service and false advertising. Their team speaks to customers in a condescending manner and provides no productive troubleshooting to problems such as delays with orders, missing orders, etc. They never call you back or send email follow ups. They also advertise 24/7 customer support yet they are never available unless its between the hours of 9:00am-6:00pm EST. They are lucky their coffee manufacturing is a leg up on competition, otherwise they'd go bankrupt for such operating practices.

Nespresso has some really good coffee. However, they should for the commitment and money you'll spend. Particularly as a discerning coffee drinker my European wife is over several years! As an example, I had asked for a simple favor. To discount a Nespresso branded smaller travel mug as a token for being a several years, great customer. Do you think that they'd do that? NO WAY! Waiting in a live chat for several minutes to be passed along to their toll free number? Just to be told NO, again. For being a very loyal customer, their returns are minimal to their best customers. Maybe time to go elsewhere? Wow, just wow.

I had purchased a gift certificate in the US for my friend in Kuala Lumpur. I specifically chose Nespresso because I knew he was a member and I saw many stores in KL where he could redeem. After I purchased my friend told me he couldn't use - it could only be used in the US. The disclaimer was extremely small and hidden and I contacted Nespresso within hours for a refund Of course I was told that no refunds are allowed on gift cards (a waste of $100), but they would transfer the card to my name and also offer an additional amount for the inconvenience. I'm then sent to "Buy a Tab" that apparently manages the gift card fulfillment. Talking to them was extremely frustrating with a lot of back and forths, being told one thing and then something different. Long story short the the card was transferred to my name with no additional compensation. The entire experience was hardly inline with Nespresso's "luxury" brand reputation and now I'm stuck with $100 gift card that I have no desire to use.

I bought a Essenza Mini Black that, for some defect, it stopped working after a few months. It was still on warranty, but Nespresso used every excuse to refuse repairing it or covering for it. Their customer service agent wasted my time for over an hour, he had very little knowledge of the company policies and finally declined warranty service out of incompetence. I am extremely disappointed in their customer service. Never Nespresso again!

If I could give them zero stars I would. Worst customer service I have experienced from what is supposed to be a premium coffee company. They repeatedly did not ship my machine, I followed up multiple times without any solution.

The website is very slow and ineffective.
The registered machine date in my account has disappeared along with a credit.
The on line agent interaction was unacceptable. Agent was demeaning repeating requests for the same info and not aware of their promotions.

Worst website on the planet and poor customer service. Identically named machines but no description as to why one has a flat top and the other a domed top. Unable to make a purchase..

I've had three different Virtuo coffee machines break. The good news is that Nespresso replaced every single one and I finally got one that's hasn't broken down. We really like the coffee although the Virtuo coffee pods are super expensive compared to the originals that allow for reusable pods, etc. I'm hopeful this line will allow for more variety in brands and reusable pods soon. Shipping them all back for recycling feels really bad for the planet compared to just composting my grounds at home.

They make it so nearly impossible to unsubscribe from their signups. They overcharged me the last month with no explanation as to why the next month was £40 instead of £25. After cancelling the direct debit I then got daily emails to resign up. It’s TOO MUCH and basically harassment. Normal websites allow you to unsubscribe by email or online rather than just by calling a random number or having to go to the full effort of deleting your account. Customer service so not reply to emails. Not using Nespresso products again. Thankfully the original pods can be purchased by other brands so my machine is machine useful.

Tried to track order that had not been received by UPS 12 days ago.

Called Customer Service Number on Website. Tried over and over again to have me give them my CC# for a "free" gift card....

What a sleazy bunch.

The $849.99 NESPRESSO CREATISTA PRO is a HIGH MAINTENANCE LOW QUALITY WASTE OF MONEY

This is not the NESPRESSO experience I had come to enjoy over the years. This late model machine frequently issues Descale alarms without the option to bypass them (as it should for up to 30 cups). Imagine looking forward to your first cup of coffee in the morning to find that the machine, again, is prompting you to descale it? Do you have 15 minutes to run through the process? Are you happy to go on your way without that first cup of coffee?

I determined that the machine is a “lemon”. What else could explain the need for frequent descaling? NESPRESSO recommends using their brand of descaling solution, of course — yet another income stream. And I did, to best maintain it. I called Customer Service to request a machine exchange and was put through a barrage of questions AND A VIDEO recording the 15 minute descaling process to reset the descaling cycle and document it for C/S reference. I was asked if I use only NESPRESSO pods and whether I use filtered water, implying that failure to do so contributes to wear and tear. NOWHERE IN THE MANUAL does it mention either of these. What is recommended is using potable water. — in other words, drinking water. I happen to have whole house filtered water, so it’s a moot point. C/S issued a service ticket, shipping label and box for me to ship back to for repairs — which took about an hour to package and ship due to the maze of cardboard inserts.

It took two weeks to receive the repaired machine. No explanation was provided. In less than two weeks the Descale alarm came on — again with no option to bypass it, as it should. At this point I have serious buyer’s remorse and wish I’d never purchased this NESPRESSO.

Again I call C/S and again they offer to repair it. I refuse the offer and insist that my machine is a lemon and must be replaced. Incidentally, the machine is used to make a maximum of two cups a day/4 on weekends and holidays. I wait on hold as the representative obtains approval.

Again, I had to pack up the lemon Nespresso Creatista Pro and waited over a week for the replacement to arrive. But the replacement machine is just as lousy. It doesn’t matter which Hard Water setting is selected. The Descale alarm comes on far too often. And it only offered to bypass the process the first time.

All of this for a pod machine. No thanks. I won’t even donate this one — it would be a cruel joke!

Disappointing Experience After 10 Years as a Customer
After ten years as a customer of this company and owning two coffee machines with a total value of 800 euros, I had an extremely disappointing experience with their service and customer support.

One of my machines developed a water leakage issue at its base. After contacting customer service, they advised me to purchase a new water tank and perform descaling again. I paid 15 euros for this, and the items were sent to my home. However, even after testing the machine with the new tank, the issue persisted.

I reached out to customer service again, and they told me I needed to send the machine in for inspection. I sent it and paid 60 euros for the repair. However, when I received it back, the problem remained unresolved. I informed them, and they requested that I send it again. This time, I personally delivered the machine to their store in Glyfada, where an employee received it without noting any visible damage. As "compensation" for my inconvenience up to that point, they gave me four coffee capsules.

Damage During Service & Attempt to Shift Blame
About two weeks later, I received a phone call asking if I had ever dropped the machine, implying that the damage was my fault. Naturally, I told them that this had never happened and that when I handed it over at the store, their employee had inspected it and did not report any damage.

Shortly after, they called again to admit that the damage had actually occurred at their service center—the machine had fallen due to their mistake. They told me they would replace it at no cost, but the fact that they initially tried to shift the blame onto me was infuriating.

Limited Replacement Options & Refusal to Refund My Money
After admitting the damage, they offered to replace the machine, stating that there were no available spare parts. Initially, they said I could choose a model worth up to 370 euros, but shortly after, they changed this to 330 euros.

I found a model worth 399 euros that I liked and that matched my kitchen aesthetically, offering to pay the 30-euro difference myself. However, they refused and only allowed me to choose from cheaper models worth 299 euros. Adding insult to injury, at one point, their representative mentioned, "You already received free coffee capsules," as if four capsules made up for the hassle and financial loss I had incurred.

Additionally, when I requested a refund of the 60 euros I had paid for a repair that was never actually performed, they refused. In summary, I paid 60 euros for a repair that never happened, 15 euros for a water tank and descaling that didn't solve the issue, and in the end, instead of receiving a replacement machine of equal value, I was forced to accept a cheaper one.

Total Loss
I originally paid 330 euros for my machine. In the end, I was given a machine worth 299 euros while also losing an additional 75 euros (60 euros for the service + 15 euros for the tank and descaling). Essentially, the actual value I received back was only 224 euros.

To "make up for it," they offered me six extra coffee capsules, as if that somehow compensated for the money I lost.

Conclusion
This experience was unacceptable and insulting as a long-time customer. Instead of receiving proper service and a solution to my problem, I had to fight to prove that I wasn’t responsible for the damage they caused. On top of that, I lost money and was forced to accept a lower-value machine.

After this experience, I cannot recommend this company to anyone. If this is how they treat a loyal customer, I can’t imagine how they handle newer customers or those with lower-value machines.

I recently purchased a Nespresso machine for my daughter and son-in-law for Christmas. After I purchased I went on nespresso.com to order Pods, Syrup, Descaling Kit and 2 Cups.
The shipment was missing the descaling kit $10, and when my daughter got home and tried the machine I had ordered the wrong pods. I had no order number, just a confirmation email and online there was no where to do returns, so I called the number in the email. The women was so condescending; she couldn't understand how I could order the wrong pods, told me I should register the machine and then the site will let me know if the pods are wrong (the machine was a gift for someone else, why would I register?). She refunded the 3 sleeves of pods $24(no tax included) and told me to just keep the Pods because they don't take coffee back. Additionally no refunds on accessories (I wanted to return the 2 tumblers) no refund on the descaling kit I didn't receive (I guess she thought I was lying). The interesting point is that I wanted to exchange for correct Pods and would have spent more than I was returning however I never got to mention this with her attitude. I was thinking of getting one of these machines however Keurig is for me, I guess I am just not hip enough. This company is so cool (only for the moment) they don't need business.