Nespresso Arvostelua 48

A classic case of building a brand and then failing the customers. 20 minute hold on customer services. Chat does work order in 2-3 days still not sent why both so order will be returned. Noticeable that Nespresso do y even claim the trust pilot reviews all in all customers just don’t matter to them.

I purchased a Vertuo machine back in 2024. Despite my regular cleaning and descaling, the machine stopped working. I called customer service. They ran me through the steps I had already followed per the "Troubleshooting" section of the manual. After completing these steps for the 5th time, it finally brewed a cup of coffee. The customer service agent assured me that it would continue working properly. Well, I got one more cup of coffee before it stopped working again. So I called Customer Service again. They told me to go through all the steps I had already done several times. I was sooooo frustrated with Customer Service, that I just bought another machine. The new machine worked for about two months, then it started having the same problems as the first machine. I called Customer Service "again". After verbally expressing my frustration, they said they would send me a "New" machine. A couple days later I received a Vertuo Relove, a refurbished machine. I could not get it to pair with my phone in order to help diagnose the problem. It is working for now, but as soon as I am done with my stock of "pods" I will be sending this machine back to Nespresso in pieces!

We have always had great service from Nespresso. Orders easy to place on-line, great quality of products. Our machiine of ten years now has been perfect. When there has been a problem, we have found it easy to call through and speak to someone with very little wait time. Problems such as replacement of occassional damaged capsules has been sorted instantly with replacements. Overall, an excellent set of products and an excellent Company to deal with

I’ve been a customer for the past 5 years and had an issue with a new subscription coffee order and reached out to customer service for help. I have never experienced such horrible service! Buying coffee elsewhere from now on.

Placed an order for 3 sleeves and received them today, but 1 of the sleeves was the capsules ( which I didn’t order ) I reviewed my order and nespresso sent the wrong one out. Got in touch with them just asking for the correct sleeve and size, they said because it’s an online order ( which is the only way for me to get sleeves, we have no stores where I live) they would have to issue a credit and I can reorder and pay shipping again. Simply wanted my correct sleeve but they won’t budge our send it out to me as this was their mistake….horrible, horrible customer service for such a large company! BTW I still don’t have my credit!

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.

I had three Nespresso Vertuo machines.
They are all defective. One had a water leakage, the other top did not close, and the coffee brewed was not even hot. Customer service is mixed, as they often fail to verify the correct address of a customer.
I found no real resolve, and my experience at this point says it is not worth it. I spent close to $ 500.00 CAD on machines that were all defective, and returning them to a box store that licenses Nespresso products, which has given me such a difficult time understanding customer needs or even getting a refund. I am disgusted and angry.
Up here in Canada, I have no words as to what to say about this company. I gave back my machine; there is no refund. My statement, with three defective machines, says a lot about the quality of their products. I can't make this up as I go along. It had been terrible.

Nach 6 Jahren verliert meine Nespresso Pixi das Wasser und bereitet keinen Kaffee mehr zu. Ein Anruf beim Kundendienst ergab, dass eine Reparatur, Sage und Schreibe, 95 € kosten würde! Nachhaltigkeit und Umgang mit Ressourcen wird scheinbar bei Nespresso nicht großgeschrieben, denn, für 95 € bekomme ich eine neue Espressomaschine, sollte ich denn jemals nochmal ein von Nespresso kaufen! Qualität der Maschine, reparaturfreundlichkeit und vor allem Nachhaltigkeit hat hier scheinbar keinen Platz! Ich bin sehr enttäuscht und werde es mir sehr gut überlegen, ob ich dieser Marke nochmal mein Vertrauen und mein Geld geben werde!

Nespresso takes money from card easily and quickly but delivery time for Dubai is 5 days. at the time of order they promised 1 day delivery but really want 5 days. Service man doesn't want to deliver quickly or return my money.
After complain with Trustpilot delivered in 3 hours.

Leave you waiting for 8 minutes for a customer representative on their chat, and when they appear, you have 15 seconds to write an explanation of your problem and hit send, or they hang up. Can't wait for their patents on Virtuo coffees to expire.

The Nespresso machine that we bought from Costco is great! Fortunately, we are able to purchase the preferred capsules from Costco as well.

However, the online Nespresso ordering experience and customer service is complete trash.

I am unable to place any order online via Nespresso's website due to a chronic error message, which is a Nespresso tech glitch. It doesn't matter which browser or device that is utilized.

I also was unable to place an order via the Nespresso online chat or over the phone.

Fortunately, I discovered the reusable pod option where I can supply my own coffee, even instant decaf and I get great results.

However, I'm contemplating returning the machine back to Costco because of the high volume of issues with the Nespresso company.

In my opinion and based on my experiences, Nespresso isn't a good company.

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.