NespressoReviews of nespresso.us

Our experience with Nespresso has been absolutely unacceptable.We purchased a Vertuo Pop+ and within roughly two months have already gone through TWO machines because both were faulty.This was not an assumption on our part.We spent significant time speaking with numerous Nespresso coffee specialists, troubleshooting, and even participating in video calls so they could personally see what the machines were doing.Multiple specialists agreed the machines were defective.One specialist even acknowledged that this particular model receives a lot of complaints.After everything we had been through, several specialists expressed hope that Nespresso could upgrade us to a different machine to retain us as customers.Instead, when I finally spoke with a supervisor, the experience became even more disappointing.She repeatedly spoke over me and initially seemed more interested in offering store credit than actually listening to what had happened.I had to ask her to stop interrupting me and allow me to explain the situation because it was apparent our history and previous troubleshooting had not been fully considered.I made it clear that store credit was unacceptable.Why would I want credit toward another Nespresso product after TWO machines failed within two months?Although the supervisor ultimately agreed to issue a refund, there was no effort to restore our confidence, offer an upgrade, or meaningfully acknowledge the inconvenience we experienced.My wife is a nurse, and coffee is an important part of her daily routine.Repeatedly losing the use of the machine, troubleshooting with representatives, completing video calls, waiting for replacements, and ending up right back where we started has been incredibly frustrating.Nespresso had multiple opportunities to turn a terrible product experience into a positive customer-service experience.Instead, they lost us as customers.We will be returning our Nespresso products, and I have no intention of ever purchasing from Nespresso again.

My husband and I went last week in the evening, around 6pm, to the 5th avenue branch, when I was picking up the coffee cups one of the sellers came closer but I got the vibes that she was monitoring that I would not steal anything, then neither her or other sellers approached us to ask if we needed something, whereas they did it with the rest of the customers. That's discrimination! Shame on you!!!!!

I would give zero if I could. Although their coffee is good (I like it) they are very pricey. I only pay their high price because my wife bought their expensive machine and she wants it. But their customer service is so very bad, I cannot describe it. I don’t think their reps can be as stupid as they act. But they don’t read with any accuracy. It takes 19 or 20 minutes to get a simple yes or no to a question. I have no patience for companies who show such gross disrespect to their customers.

Don't know why all the negative reviews. I am new to Nespresso and my recent experience with the company and customer service was excellent. I did not like the new larger pods and was credited all the money I spent and kept the original order of 5 sleeves. I called on a Saturday and on Sunday my new order arrived with free coffee and gifts. I am very satisfied with the level of service.

Ordered wrong machine by accident, chatted then called but found it was not possible to cancel the order. Ordered the correct machine and both arrived the same day - local stock used independent delivery service. Called for a return auth (they would provide until the machine arrived. Reinforced the packaging and took to UPS - it arrived at their facility 7/6/2026. Toward the end of July I realized I had not seen the credit, called, had to provide shipping info (for label they supplied) plus order number, phone name, address and email. I have had an account for over 10 years and purchased about 10 machines (some as presents) and 1,000+ capsules a year during that time. Was finally told they only provide a credit 30 days after receipt of the return. Now, 30 days after the call still no credit. After 2 more long calls on 2 days, I am told they will process the credit. No way to email them, you have to wait on the phone while anything is resolved, no call backs allowed. No checking unless you are on the phone waiting. Worst customer service system I have ever seen!

Went to the Nespresso website. I noticed that the 50 Pack, (5 sleeve) does not list the cup size for those pods. I opened the chat line from the site and it was useless. There is no way some human could be that stupid. Has to be AI. It was a simple question which never got answered. Still don’t know the answer . As a result, they lost an order. Completely useless help/chat line.

Call me. It was disastrous. 5 people. 1st 2 experienced. Last 3 noticeable beginning levels of knowledge. Ridiculous to offer senior tech support in 3-5 days? And no tine range on a day? Situation was fixed, tho not by your people. They say the machine needs returning and they’re sending a box. Their customer care…DOESNT CARE. It’s a joke!

The product is really good--a little expensive, but quality. The issue is their delivery and pod pickup service. I live in an apartment, and the company they engage to deliver just dumps everything in the lobby (not in a mailbox or anything) and hopes I notice it's there before it gets stolen. I dont' actually go to the lobby, the parking is in the basement. Then, of course, becuase they don't bother to come to the apartment door, then end up neglecting to pick up the recyling. Each time I have to navigate a lengthy and frustrating menu of choices on their phone line, wait on hold , and eventually leave an escalation call for someone to get back to me. I have done this 7 times, and with zero result. The person I spoke to last even remembers my earlier complaints! Eventually, after I devote several hours on hold between Nespresso and the company they use, yet another truck comes (or mayabe doesn't) to pick up the now smelly bag of pods that has been outside my door for many days. I never thought I'd say this but don't recycle. Not until they develop a program that actually works. It is too frustrating. And be prepared to risk losing every other order. They can't be bothered to deliver it properly. And yes, they know about it. They acknowledge they know. They just. Don't. Care.