NespressoReviews of nespresso.us

it took 4 phone call to NOT resolve an order issue. I created an account to order coffee capsules. I received a confirmation email. No coffee received. I tried to use the automated online system - no help. I called C/S - 4 times. Each time my issue was supposedly escalated. I waited for call backs that never came. In the meantime my CC was charged and I'm running out of coffee. FINALLY i'm told the problem is that my email address has a nontraditional format as was rejected, therefore my account was not really active. It’s true about my email format, but its valid and confirmed such for Nespresso. I could use my email to sign onto the website and i ciuld see my pending order. And, I had a confirmation email. And, never did I get any kind of indication that the coffee wouldn't be sent. Again, 4 phone calls in I finally gave up. Thankfully my CC company was very helpful and the charge was reversed. In all of the back and forth I was never put on the phone with a supervisor though I was left on hold many many times while a representative was talking to a supervisor - supposedly. I guess I will need a new coffee machine because I won't be giving Nepresso another dime. Edit: a supervisor called. No new info, no resolution. Im still not a Nespresso client.

I made the mistake which you should avoid. I bought the machine at Noel Lemmings in Auckland. The pods are at least 40% more expensive than alternative and only available at certain shops. Noel lemmings Lynn Ave Auckland refused to allow me to exchange it after one week.

I have two Nespresso Vertuo machines. One stopped working. Based on the recommendation of the San Diego Nespresso Boutique location I go to, I called the Nespresso VertuoLine for assistance. They were not able to find me in their system, even though the boutique finds me quickly every time. The C/S agent offered no assistance and would not help since he couldn't find me in their system. So, I have a non-functioning Nespresso machine and zero customer service. Will not buy another machine from them do to non-responsive customer service.

I originally was bought an nespresso machine for my birthday in July 2025. That machine lasted till about Christmas then had issues and I took it back to the store and they exchanged it for a brand new machine that machine lasted till June and then quit again so I had it sent back to nespresso and they put a brand new motor in it and sent it back to me and they did send me a loaner in the meantime that machine came back to me and I had been using it up until a couple of weeks ago when it quit completely, so I sent that one back and it’s being repaired and they sent me a loaner again. I’ve had this loaner for four days and it’s quit working. I’m absolutely stunned at how bad these machines are. They make a great cup of coffee, but they constantly break down. Yes espresso are extremely helpful by sending a loaner, etc., etc. but I shouldn’t have to do this. They say the life of the machine is around five years and I’ve had five machines break in a year and a half. I’m following all the rules using filtered water cleaning it when they tell you to clean it so it is a machine issue.

I have been a Nespresso customer for years. I purchased my first machine which failed and was replaced under warranty. This replacement did not brew coffee hot. Customer support told me this was impossible as the temperature is pre set. Umm, I can stick my fingers in a fresh brewed cup without discomfort. NOT hot! I was done with Nespresso then, but my daughter bought me a new machine. So I continued to order coffee. This machine also died. I then tried to cancel my upcoming coffee order Sept ‘26. The website was down. I called. No, they cannot help me or cancel the order because their computers are down. I explained that my machine died and did not want any further orders. He said I had to keep calling ….. well, the order shipped and I refused delivery. I called a few days later to request a refund which they agreed to. 3 weeks I checked my statement and no refund. Called again and was told the “bank” takes up to 30 days to post the refund. When I objected to that as false, He then admitted that Nespresso does not transmit the refunds right away. So I will be doing a chargeback tomorrow so that I don’t have to pay interest on this. 100% do not recommend

My machine lasted 8.5 months before the sensor broke, spent hours watching every youtube video and reddit thread following all suggested fixes before calling support. Spent over an hour on the phone with support (When all i wanted was a cup of coffee, and had work to do), to have them make me repeat the steps I had already taken, put on long holds repeatedly, to have them tell me the machine is broken (I already knew that before the 1+ hour phone call). Then, their "solution" was to have me send the machine back, wait 2 weeks, then have them send the same machine back after they "fixed it". So I'm supposed to wait 2+ weeks with no coffee in my house over a $140 machine? I would spend more than that on coffee shops not to mention the hassle of not having coffee inside my house. That is the most backwards, nonsensical, and frustrating "Solution" i have experienced for something that is supposed to be a high level luxury machine. I had my Keurig for almost 10 years with no issues before receiving this as a gift, and it has turned out to be more of a curse. You should send the machine back, and they should immediately send back a new or refurbished unit upon the label being scanned for return shipment (Like EVERY OTHER COMPANY for this scenario) - you shouldn't have to wait 2+ weeks with added expenses and inconvenience for them to maybe fix the broken unit. I now understand why they have such low ratings everywhere online. To say I am frustrated would be a severe understatement. Shame on Nespresso, shame on their employees, shame on their support department, and shame on their business model.

I placed a huge order of Original pods 2 and a half months ago. About $300. We have been away and are now just getting through them. We weren’t a fan of 2 of the flavours - Lisbon and Rio de Janeiro. I had 4 sealed boxes of this type of flavour that I thought I could exchange for a flavour we preferred. I called customer service and they advised that I could make this switch by attending in person at a boutique. I drove a distance to the Landsdowne boutique in Ottawa, paid for parking and was told that there were no returns but I could call (again) and ask for an exception. I did this while at the boutique. After holding for a long time and waiting for a supervisor, and paying for more parking, my request was declined. No returns of sealed boxes and no exchanges either. What a waste of my time and what terrible customer service. I will donate my 4 machines and pivot our coffee habit to different coffee.

Wherever their customer service 800-phone calls are, they are extremely poor - one can not understand a word of English they speak, as a result the call takes a long time for a simple question, and the call I placed was highly stressful. Terrible design and the poor choice of location (country?) to provide customer service from. Human beings are important to serve others not by virutal assistance by other humans, and when it's impossible to understand their English with strong accent, it simply does not work and the call I made was highly stressful. Nespresso needs to make some serious changes to keep my business. Not happy at all.