NespressoReviews of nespresso.us

Horrible Customer service and ecommerce systems. I took a chance and ordered a refurbished machine to bring to work. Being able to give a machine a second chance and not have it go in the landfill seemed helpful. It was only$10 cheaper so the money didn't matter. Recieved the machine and no capsule would read. Spent 1.5 hours on a call with support trying to trouble shoot, when I knew the bar code reader was the issue, but sure I'll flush it multiple times. I lost patience once dark black liquid started seeping out the bottom. I hadn't been able to get it to brew so that was in there somewhere and apparently leaking along with not reading capsules. Finally got support to set up an exchange. Returned the machine and it was recieved 2-26. waiting patiently... Its now 3-27 and no machine so start a chat with support asking about it. They can't seem to help me with the axchange after 10 minutes of back and forth and all the info they could ever need including proof of delivery. I have to call... I call and I have to give them all the info again. They keep asking me questions about info I can see they have as I'm in my account on nespresso.com. Eventually I get frustrated after 25 minutes and numerous holds and request a refund rather than an exchange. They ask for proof of purchase and where I bought it (nespresso.com) and its the last straw. I can see the purchase in my account and I know they have that info. I was previously in ecommerce operations/development & customer service so I know they simply aren't doing their due diligence. Who ever cobbled together their back end systems and SOP's should be summarily fired. At this point I'm absoluteltly done with Nespresso and I make my self absolutely and politely clear to the rep that they at multiple points could have saved the relationship, but chose greed and idiocy instead. At this point I will never buy another product from Nespresso. They shipped me a defective product, that they clearly never refurbished, and wasted 2 hours of my time when all of this could have taken 5 minutes and a desire to treat their customers with empathy.

Dpd collected the wrong coffee machine on 27/4/25 which was live chat to Elana and until today I didnt get ant refund or delivery of coffee machine back. I wont leave this and need either refund or coffee machine back !!!

When ordering online, if your billing address is different than your shipping address, the system will change your shipping address when you complete your order. I then spent 10 minutes looking for their customer service number, after waiting on hold for an hour, I was told that yes, they could cancel the order. I was then billed for the order and it was shipped to the billing address, where I was not located. Love their coffee, customer service; awful.

I have given one star as I need 2 This place is is so tardy , I tried 9 Times to place an order kept coming back as password needs this that I done it 8 Times still no joy what a joke

I receive a Vertuo pop machine for Christmas 2025. It is now not heating properly and they will not go through warranty due to me not having proof of purchase because it was a GIFT. Would not recommend this company.

Nespresso has the worst customer service I’ve ever experienced. I ordered a bundle in December that included a frother, but it arrived without the base. Customer service admitted it was their mistake due to an incorrect code entered on the order. They sent a replacement, but the wrong item was delivered again. By then, the frother was out of stock. An agent attempted to upgrade the frother as a resolution, but management denied the request and told me to wait until it was back in stock at the end of January. It’s now February, and the frother is still unavailable. The only response I continue to receive is to “keep waiting.” Despite multiple errors on their end, Nespresso has been unwilling to offer any meaningful resolution for the inconvenience they caused.

Over the years, I bought three Nespresso machines, and all of them failed. Since 2020, I have repeatedly used the Vertuo Next by De’Longhi, and every unit broke. Good coffee, very poor machine quality. Extremely disappointing for a premium brand.

UPDATE: After many calls and many many emails, I finally got someone in Nespresso customer relations to call me and assure me that I would receive a refund and my account would be closed. Only took 4 days of searching for contact info, but glad that's over! Original experience: I requested that my account be closed. Agent confirmed this would be done. Kept charging my card for a year, I have a credit balance of $299. and they won't give me a refund - I have to take $299. in product. Can't find a customer service manager in Toronto or Montreal to speak with, no corporate telephone numbers available anywhere.