Nespresso 

I would prefer to leave no stars...but one is my only option. I have never experienced this level of such poor customer service EVER.
I ordered a Nespresso Frothing Machine as a Christmas gift on 12/15/21. The tracking of my order through CDL Delivery (of whom I've never heard), had an acceptance of the order on 12/19/21. However, the updates never changed. I called Nespresso's customer service to ask the status of my order as it was a Christmas gift...I was told there was a huge shipping back log. Which is ironic because my recipient had ordered me the whole Nespresso system the day prior to my order, unbeknownst to either of us. I received my Nespresso gift way before Christmas.
I continued to track the delivery with the same tracking number with CDL. There were no updates.
Embarrassed that my Christmas gift was so late and had no idea if or when it would arrive, I again called Customer Service on 12/28/21 at 12:27pm and had a hard connection with the associate to cancel the order. He told me it was cancelled and when I asked for a cancellation # he couldn't give me one; however, I would receive a cancel confirmation email with 10-15 minutes, which I never received.
On 1/6/22 @ 4:29pm, I spoke with Ashley in customer service, she was the only helpful Customer Service person. She replaced the order and told me the item would be sent in 3-5 business days and gave me a confirmation number.
Finally, my recipient received my gift. However, unbeknownst to me, she already had the item. When she tried to return it...she went through another painful process with Nespresso's customer service.
She was told she couldn't return it and get a credit, she would receive a return label which she never did, the credit would go to me, which, I've never received. etc.etc.etc. I am so super disappointed with this customer service.
No follow through, false promises, and making a gift giver and recipient work way too hard that is still not resolved. Until this issue is properly resolved between both parties, I will have no other choice than to file a credit card fraud complaint.
Again, I am so disappointed in this company's customer service.

Terrible customer service. Rude, unprofessional , and poor educated representatives. Terrible cancelation and refund process. Representatives are providing misleading information. Free delivery is terrible.
Nespresso refused to cancel my order. I was told to reject delivery. I REFUSED the package, but unprofessional driver dropped it, nobody knows where. The package is lost......

Atrocious customer service at this company. They take your money the instant you place an order and then string you along with promises that your coffee has shipped when, in fact, it’s still sitting in their facility for days and days and days. When you call to inquire why they haven’t actually shipped the coffee that you now own, you get attitude from the customer service “professional.” These people clearly aren’t trained to offer any kind of service to customers and only exacerbate the situation with their ineptitude and nasty attitudes. When you cancel an order because they simply won’t ship it in a reasonable amount of time, they make you wait FOREVER for a refund on a product that they never sent! They’re nothing more than thieves at this company and after 10 years of doing business with them, I am now done. They’re horrible people who have no regard for their customers. I only wish I could give them negative stars. They deserve nothing more.

These people are seriously incompetent! I had placed an order over 2 weeks ago and still had not received anything so I called to check on my order and they mentioned that the order was ooops missing. Asked if they could ship another order and this is where the customer service gets bad..they were basically too bad too sad..they could send another order out but it could take up to 10 days. Are you kidding me? I have already waited 2 weeks for this and now wait 2 more! You would think at this point they would offer expediting but they didn’t so I asked. They said they would be unable to expedite any order. I was so mad that I canceled the order. Fast forward I called to see where my refund was and Low and behold no refund was issued. Surprise!? I asked to speak to a supervisor and magically there was none there. The representative changed your story multiple times about how long a refund would take initially 5 to 7 days Than 30 days then unsure if the refund was ever initiated. Going to call my credit card in the morning and see if I can just cancel it that way. I am very surprised at the way this company is representing itself. I am definitely selling my machine and purchasing a different one from a company that maybe cares just a little bit for their customers.

Nespresso customer service has gone from great (2016) to the worse (2021).

I try to be understanding during the pandemic. But recent experiences are inexcusable.

I have 3 Innisas (2016) and Evoluo (2019). Firstly, every contact with Nespresso, how many when they were purchased, has to be reviewed. Their records are never correct.

The Evoluo leaked water, badly after 13 months. Per Customer Service, the machine is only guaranteed for 12 months. Only 1 year for such an expensive machine? Additionally, I was told I would have to buy a new machine. This turned out to be incorrect and the machine was easily fixed with the help of YouTube.

Lastest issue: they are discontinuing capsules but do not allow you to edit/add a replacement to an existing "Easy Order" which is due to be shipped 6 weeks later. Contacting CS for help, I've been disconnected 4 times.

Best bet, cancel everything. Replace machines as they die. I think Nespresso skates by on their past CS. Maybe new ownership?

Don't buy a machine, it will only bring you grief.

Use to love online ordering at Nespresso since my order would typically be delivered in 1-2 days. Ordered August 24, and it’s now Sept. 9th, and I still do not have my order. Contacted customer service a couple days ago and was told the order would be resent and expedited 1-2 days and I would get a confirmation email. 2 days later, still no delivery or email confirmation. Contacted again, and was told it’s set to deliver September 16. Luckily, I saved the chat and forwarded the “promise” to expedite the order. Solution was to cancel the order and resend with a 1-3 day delivery time frame. I’ve never had such a poor experience with a company and the the fact that this company use to be so great is what makes it worse. No longer will be purchasing anything from Nespresso.com. Please train your employees on how to properly handle mishaps.

Update: The 2nd resend order promised with expedited shipment was not processed properly (again). Not only did the first employee lie, the second employee and lead she requested help from lied about resending the order as well. Crystal G. and her lead working on 9/9/21 (you know who you are) should be held accountable for wasting company time and money (took over an hour to get resolved without a true resolution) as well as losing future business from a customer. Terrible customer service and solutions.

neverrrrrrrrrrrrrrrrrrr order directly from their website. i am STILL trying to receive coffee from July 10th after 3 tries. They've either had delays, sent it to the wrong area, and RUDE customer service people, saying I was not allowed to cancel my order. You are better off buying these products from Amazon. Worst experience of my life and I have yet to receive my coffee.

Extremely poor customer service. Received an email indicating a promotion for 3 free sleeves of coffee "A few days left" (no expiry date provided). I tried to place the order online but the code wasn't accepted. I called customer service and they apologized that it didn't contain an expiry and made an 'exception' but advised they would call me back the following day to accept payment. NO call back. This prompted me to call and go through the process again; specifying on numerous occasions that I wished to PICK up the order from my nearest boutique (mail delivery is slower than usual these days). No problem... we will send you an email with confirmation and pick up... crickets.. Prompted ANOTHER call back... "Oh sorry, our apologies...we sent it for delivery"... Not wanting to wait a week for coffee, I requested that they make this order for pick up... Sorry..can't do that..you'll have to order it again and pay all over again... call taker wasn't 'certain' that the order could be cancelled and couldn't be switched to pick up. No problem...seeing as this isn't my 'issue' please let me have some complimentary coffee that I can pick up at the boutique to tide me over until this order arrives....sorry, can't do that either.. I requested to speak with a customer service supervisor as it shouldn't require 4 phone calls to place a coffee order.. No problem..in 2 or 3 days someone should be calling you back and in the meantime we're going to 'try' and cancel your order. So at present, I have $258 worth of coffee in 'limbo' and the promise of a call back in a few days...much like their original offer.... AVOID!

Ordered on line..was looking for store pick up option..told to go to payment..and when I did it was too late...no such option...stuck with home delivery...I called 5 minutes after my order..my order had not shown up on their computer..told to call back in 20 minutes. Asked to cancel order (by phone and by chat) all within. 20 minutes of order. Can’t do it. Ask for manager call back...its been 30 hours..still no sign...They stink (while their coffee is good)

I've been eyeing up Espresso machines for a few months and decided on a Nespresso machine for my birthday. Due to the current global circumstances, I expected there to be a delay in getting my product; Only about 2 weeks had passed since placing my order.

I started to call customer service, who gave me varying answers each time I called. I came to the conclusion that "Pending" could also mean backordered, which is something I learned after I called the second time, after about 3 (business) weeks.

I just recently called again to check where my machine was (at the 4 week mark) as the tracking said it was delivered, but I only received the Aeroccino and not the actual machine. They told me that they would need to place another order since the machine I ordered was on backorder; I was very confused at this point and politely decided to just cancel and get a refund. The refund will also take another 30 business days to be returned to me...

I hope to have better luck maybe finding a machine in a retail store, or, settle on something else.

Bought a Nespresso machine on Jan 12th - my wife asked if we had received and we had not - so I went to the Nespresso website and it showed pending - so I called them and they said the machine I ordered was out of stock and they did not have an estimated time when it would be in stock again - then I was put on hold - the customer service rep offered to cancel the order and I said please - then on hold again so she could talk to the refund department - finally she said she could issue a refund (for a machine they did not know when it would be in stock) - she said the refund could take 30 days - I was done and requested she process it....whole process took over an hour...

Terrible phone order experience for pods through the Nespresso Club. Website is a horror show. Put on long holds repeatedly. Last hold was when the order taker went to find out why the order was $6.50 more than the product cost. I hung up. She calls back five mins later to say it was a mistake. I asked what it was for. She said shipping, but she deleted it. I told her to cancel my order and go for retraining. Nespresso phone ordering has gotten much worse over the past couple of years. I can order at the same price from Amazon Prime in ten seconds. Amazon doesn't offer recycling bags.

Terrible customer service!! Wow - one of the worst customer service experiences I have ever had....

To preface, I do most of my shopping online and have done so for quite a while. I am used to dealing with glitches etc so I was quite surprised at how antiquated and dysfunctional the service was from Nespresso.

Where to begin... I placed an order online for a machine and pods through the Nespresso Canada site. The next day, I realized they had a better promotion on, which included an Aerrocino frother so I called and after waiting on hold for 5 minutes was told they would put me through to the right dept. I then sat on hold for 5 min, only to get disconnected. I called back and had the same experience but was put through to someone who then could not hear me. She said it was my phone (it wasn't since I had just talked to her colleague with no problems) and hung up on me. Called back, same thing, she hangs up on me. Then I call back a fourth time and ask not to be forwarded to someone else. The person I speak to is polite and says she cannot add the frother to my order but she can "try" to cancel my order so I can place a new order. She says this may take from 24hrs to 8 days. What?!? I then say that I won't know if the promotion I'm wanting to purchase will be in stock and also I need the machine in a week! I ask if I can just purchase both and return the first one. She says "oh yes! no problem". When I confirm that they will cover the return shipping costs, she then says "oh no you will have to pay!". Wow. She reassures me she will call me and let me know the status of the cancellation and has put a "rush" on the request. In the meantime, I find the machine I want (I've decided to change brands all together because of this horrendous service) at Best Buy and go there to buy it. The next day I get an email from Nespresso saying my original order has been shipped. No call, no email from the polite customer service girl who promised a call.... so now I'm on hold with them again. Let me check .... oh only for 28 minutes! And I have to say on top of that, they have the WORST hold music ever. I know they will tell me they are sorry and that I will have to ship the machine back at my own expense etc... but I'm still going to tell her how frustrated I am.

Just got off the phone with them. As suspected, there is nothing I can do except pay for the Aeroccino up front, wait 3 weeks for a credit adjustment, or get a store credit (no thanks!). The will not pay for the return shipping label for the machine. I will not take this option as I'm very reluctant to have to deal with this company again. Guess I'll try to sell the machine on my own.

NEVER will I ever buy a Nespresso product after this terrible experience and waste of my time.

I had an awful customer service experience, within 8-10 hours of placing an order. I was trying to change/ edit an order that was not even processed for shipping and was told there is nothing that can be done (not cancel, not change) until I officially receive the shipment. I then have to send it back - only ship, not to a store, and then wait 30 days for it to be refunded. I ordered directly with Nespresso to not have to deal with 3rd party customer service for just this reason.
It is unfortunate there is nothing that can be done to help a potential customer, other than this long drawn out process, especially as the order had not yet been processed.
Pissed poor customer service.

Not happy.

Fed up with this company and their poor customer service. I've been a customer buying coffee products and machines from them since 2005. Until recently they should have been a roll model for how to treat a customer and the support offered by them made it easy to justify their rather pricey coffee products. Something changed is the past six months. You get robots that seem like their reading off a sheet when you have a issue and call to resolve it. In my opinion they are so poorly trained compared to the competent employees of the past it's just amazing . I feel like I'm talking to a different company.
Ordered $125.00 worth of coffee products this morning and made a mistake in the shipping address. Realized the mistake immediately and called to either correct the mistake or cancel the order. First was told "I called too soon order was not in the system yet." Waited an hour called and was told "I'm canceling the order because there was no way to change shipping address, Wait about fifteen minuets and you will see a credit to your account and just reorder." Didn't get a chance to look until about 5:00 PM. Got an e mail my order has shipped. Called again and ask to speak to a supervisor because the answers shes giving me are nothing like I was told that morning and I've got $125.00 worth of coffee going to the wrong address and not getting a warm feeling she is capable fixings my issue. Oh did I say there is no credit to my account eight hours later and no e mail with a reference number for my money if it doesn't appear back in my account.She refuses to let me be connected to a supervisor and after demanding she places me on hold and never returns. She showed me who the boss was and taught me a lesson!!!
I'm so done with them but recently purchased a new machine on a promotion and I'm stuck with them for about six more months.I cant recommend anyone buying one of their expensive coffee machines and paying for their coffee pogs. The caliber of customer service made it delightful whenever you had need of assistance with a machine malfunction or had contact with their staff for any reason. This is no longer the case. I don't know if the company has anew CEO who is taking them in another direction or what is the reason but sadly I can no longer recommend them.

I feel for the other people who have written about Nespresso's lousy customer service, as well as their very lousy website. After many many webpage problems with a subscription order, I decided to cancel the subscription. Nothing appeared to work when I canceled. This occurred repeatedly. Two weeks later, a $140 order arrived (the one I tried to cancel). In the meantime, we discovered that Peet's
Coffee sells nespresso capsules, so no longer wanted Nespresso's $140 order (the one I tried and tried to cancel). Thus, a huge and never-ending customer service nightmare. Just to return an unopened box. After about six or seven phone calls to the company, I apparently spoke to a "manager" who actually gave us a refund. It was about two months later. We like using the Nespresso machine itself, but will never buy Nespresso brand capsules again. There is now plenty of competition out there.

I got an email confirmation for an order I never placed in July of 2019. I called right away because it said it was placed that minute. They said that it shipping to an address i had no knowledge of. I told them I did not place the order and to stop it. They said that it had already been paid and was in shipping. They said they could not see what card was used to pay of it (but it was not any of mine). I reemphasized that this was not me and to cancel the order. They just said that they nor I can do anything about it. Fast forward a month, I get an email that my account is closed. I called and asked why and they said because I owed them $400 dollars for a machine I never ordered to an address I did not know on a card that they cannot tell me about. I told them I called about this and that it was not me...they said "Oh yes I remember, I was the person you talked to" and they closed my account and opened a brand new one for me to continue to be able to order pods. NOW I tried to order pods on my new account and the representative told me I owed them the same amount from my old account. I explained to her how it was not me but she dismissed the whole thing. She said she would get me to a manager because she didn't know what to do, put me on hold for 10 seconds, then came back and said the manager said they are busy and that they cant do anything until I pay. I kindly hung up. I have a giant paperweight and I cannot buy pods anymore, awesome. This is seriously the worst customer service I've ever had to deal with.

If I can give no stars I would! Nespresso sent an email with a percentage off code for one of their collections. Called customer service cb it wouldn’t work. The guy says it’s for first time customers. It did not state that in the email. Then he says it’s expired; it doesn’t expire until the 31st of Dec. He says he’ll honor it but charges me the full price?! Told him to cancel my order, so he wipes everything out. No sign of me ordering it or cancelled the order. Now I have a pending charge on my card. Tells me it will take up to 30 days for the charges to disappear!?? For now on I will pick up my pods in the store. Need customer service to be in the U.S.A!!!!

ABSOLUTELY PATHETIC SERVICE. I ORDERED WITH A SMALL PROBLEM IN THE ADDRESS. THEN I CALLED IN THE MORNING AT 8 AM ON 10/17 AND WAS ASSURED BY THE AGENT THAT THE ADDRESS HAS BEEN CHANGED TO INDIANAPOLIS. BECAUSE I DIDNT RECEIVE AN EMAIL CONFIRMATION, I CALLED AGAIN AT 9 PM ON 10/17 AND WAS TOLD THAT THE ADDRESS IS THE SAME. THEN I ASKED FOR THE ADDRESS TO BE CHANGED AND WAS TOLD TO CANCEL THE ORDER AND PLACE ANOTHER ONE. I ASKED FOR AN EMAIL CONFIRMATION AND WAS TOLD THAT I COULD NOT RECEIVE ONE. AFTER THAT, I CALLED BACK IN 5 MINS AND WAS TOLD THAT THE ORDER IS RE ROUTED TO SEATTLE (MY ADDRESS), INSTEAD OF INDIANAPOLIS (MY BROTHER'S ADDRESS AND MACHINE WAS INTENDED FOR HIS BIRTHDAY). I TRIED EXPLAINING THAT THIS NEEDS TO GO TO INDIANAPOLIS AND AGENT SUGGESTED REORDER, LIKE THE PREVIOUS AGENT. FRUSTRATED I ASKED FOR CANCELLING SO THAT I CAN GET MONEY BACK. ABOLUTELY PATHETIC SERVICE. NESPRESSO HAS BEEN MOST DISAPPOINTING. HATE THIS SERVICE. I WANT MY MONEY BACK AND I WANT CREDITS FOR THIS FRUSTRATION TO SEND THE GIFT I INTENDED FOR MY BROTHER! wish i could give ZERO