Customer ReviewsforNespresso USA
32 Customer Reviews
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Review from Steve G
1 star10/21/2024
***** *.Kindly note that even if I provide you the return address, the refund won't be issued. Please, allow me a moment to try to reach the right department, and see what are the available options.***** *.Please, bear with me *****. Kindly note that the boutique won't accept the return.***** *.Please know that the return option isn't available. Therefore, I'm contacting the right department to see what are the options that they can provide, or if they can give you an exception to return it.Thank you for your patience.Review from JoAnn M
1 star10/02/2024
False advertising. Nespresso advertised buy 8 sleeves get 2 free. When I read the fine print, it was two select flavors. I selected those flavors in addition to the 8 sleeves in my cart. At check out the cost of the Stormio and Melozio still had not come off my bill. I called the help line, and the representative said that that promotion had expired (yet it was still live on the website). It's frustrating that Nespresso is misleading with free products and then doesn't deliver on what's advertised. Disappointed in Nespresso.Nespresso USA Response
11/05/2024
Good Day *****, Thank you for contacting the Nespresso Club. We are sorry to learn of the difficulty you experienced, while attempting to redeem one of our offers. With our "Buy 1, get 2" promotional offers, it is only necessary to add to your basket, the 8 sleeves needed to qualify for the offer; as you continue the check-out process, there will be the option to enter the appropriate promotional offer code which will then add the two free sleeves automatically to your basket. Our sincerest apologies if this was not made clear by the agent you spoke with.We have arranged for one of our ************* Supervisors to reach out to you live to resolve your *************, Nespresso *************Review from Matthew W
1 star09/27/2024
While the coffee is good, the shipping and fulfillment is the worst. They use, or used to use, Lasership and now use Veho. Those shipping companies have a tendency to lose my packages. The shipping options are vague and the customer gets some type of random shipping assignment.I contacted Nespresso customer service and asked for a different shipping company. Nespresso agreed, and then still sent my package through ****. Needless to say, many dollars of coffee ordered, and nothing in hand. I asked for a credit on my order after they messed up the shipping, and they said no. Truly terrible.Nespresso USA Response
11/05/2024
Good Day *******, Thank you contacting the Nespresso Club. We are sorry to learn that your order's delivery experience did not meet our high standards. Like you, we are disappointed when this is not the case. We assure you this is an uncommon occurrence and not to be expected in the future.Your comments have been shared with our delivery partner, where they will be most helpful for correction and ********** of our ************* Supervisors will be reaching out to you shortly to address your concerns and make this up to ********,Nespresso *************Review from Kim T
1 star09/18/2024
I have a Tumblr from Nespresso and its an older Tumblr and you cant clean it. The lid does not come apart and food and debris gets stuck in it and its unsanitary and I called about it and found out that they make a New Tumblr that has a removable part in the lid to clean it. I said so you are admitting that the old Tumblr is defective and I wanted a replacement. But because I was not a club member and they said even if you were a club member they dont return any accessories, and they told me to email a picture of it and then they said they never received it. I kept getting the runaround constantly through my 3 to 4 phone calls I have made To them, and I believe the fact that this Tumblr was defective they really should have done something about it even a recall on it.Nespresso USA Response
11/05/2024
Good Day ***, Thank you for contacting the Nespresso Club. We are sorry to learn of any trouble you have experienced with your Nespresso Tumbler and any inconvenience it may have caused. One of our ************* Supervisors will be reaching out to you today to resolve your concern and will extend an offer of a complimentary replacement for our current Iced Tumbler or Travel Mugs.We greatly appreciate your feedback and look forward to speaking with you soon. Best, Nespresso *************Review from Lili B
1 star08/26/2024
UNBELIVABLE!!!!! Their website states they will repair your machine and bring it back to you. I bought a 400$ Latissima One called them numerous times they "troubleshooted" it with me (basically I was working as a Nespresso tech for them for hours for free) and after I was willing to give them last shoot they said they need to troublshoot it with me one more time, I asked to talk to supervisor (I just coudn't believe the audacity and poor customer service) and he was like "the way you talk is not gonna fly" and he lost it when I told them I will contact BBB. The worst company I have EVER encountered (mind you I spent thousands of dollars on their overprices coffee pods with my older simple machine that did work). *Mind you that Latissima One wasn't broken by me- it didn't work day 1.Nespresso USA Response
09/05/2024
Good Day ****,Thank you for contacting the Nespresso Club. We are sorry to learn of the trouble you have experienced with your Lattissima One Machine, we know how frustrating it can be to not have your favorite cup of coffee with ease.We do appreciate your loyalty to the Nespresso Club since 2017.Upon review of your account, it appears your currently registered machine is out of warranty however, rest assured, we will have one of our Machine Troubleshooting Supervisors reach out to resolve your concerns.We look forward to speaking with you.Best, Nespresso *************Review from Eddy G
1 star08/14/2024
I have purchased Nespresso virtuo machine about 6 or more years ago the machine give me a long run and I was very pleased, but then it stopped working, ok its many years no problem.So I have bought another machine virtuo pop in ************** store it worked fine for about five months or so but now I have to fight the machine to open sometimes its ok but mostly not I have called and I simply could not understand what they saying I told them Im hard of hearing please speak clearly and then I got bumped to another assistant than I waited and the phone got cut off finally I got some assistance to which he tried to help, and machine opened ok, but it was not ok I still have to fight the machine to open, the other day I was at the store trying to open the machine on display and same it did not open nespresso this pop machine ***** You should replace it, if not I simply will bring to your store and drop it off and you can keep my money since you have bad customer service, Im simply fad up using your machine, and I guess I will have to move to some other company and simply stop baying your coffee, as I said this machine *****, and I strongly advise friends and people not to purchase your machine because you dont stand behind your clients, this will be my second attempt to redeem yourself give me back my money so I can buy a machine as i had before its more expensive but Im willing to do so or if not Ill simply post my grievances with all the social network that are available, stand behind your product! Me and my friends are buying thousands of dollars of your coffee dont be foolish and stingy, once again stand behind your product and customers i need my coffee without aggravation,Review from Sydney B
2 stars06/29/2024
I received my first Nespresso Vertuo Next machine in November 2020. It worked until January of 2023. One day, it stopped brewing. After video calling with a helpful customer service rep, a new replacement machine was sent and I mailed mine back. The replacement machine stopped working in June of 2024. It would not turn on at all, so no troubleshooting could occur. Another video call with customer service and the technician deemed the machine defective. The only offered solutions were to pay $65 to mail the machine back for potential repairs or to get a 35% discount on a new machine. Neither of these are acceptable options. My machine was well maintained, rinsed and cleaned regularly. The Next line seems to have a plethora of issues, and a company like Nespresso should make an effort to stand behind their products. A machine like that should last more than 1 year, and if it doesnt, it shouldnt be on the customers dime to fix it. Offer an exchange, ?m sure most customers would be happy to send their defective machines back and pay the difference for an alternate Vertuo line coffee maker. Super unfortunate from a loyal customer of 4 years. Will miss the coffee, but cant continue to buy from a company whose quality I cant trust.Nespresso USA Response
07/11/2024
Good Day ******* Thank you for contacting the Nespresso club and your feedback as it is essential to our improvement process.We are sorry to learn of the trouble with your Vertuo Next machine and truly appreciate you bringing this to our attention. I have provided your information to one of our Machine Technical Support Supervisors to follow up with you immediately for resolution.Thank you again, ****** and we look forward to speaking with you soon. Best, Nespresso *************Review from Giancarlo T
1 star05/15/2024
I already purchased 2 Nespresso vertuo, and both of them broke after a year. (I only use nespresso pods) After 14 months of brewing, I started to have some issues on it, 2 orange blinking light. After watching videos on ******* and I still couldnt fix it I called nespresso and told me that I am out of warranty. But because we really like the machine we purchase the exact same one, and again, after over a year it stopped working again with the same exact issue. I called Nespresso and they tried to troubleshoot via videochat and finally they said it might be the laser that is broken and once again, I am out of warranty. I ask the service representative if this is a known issue and he said yes, so my question is, if this is a known issue, how come they are not willing to fix the issue even though the product is out of warranty? Its just frustrating that after the warranty expires, for some reason the machine starts to break down. In my case, 2 machines broke down just after over a year. They should stop selling this machines if they keep breaking or at least help us fix the issue.Nespresso USA Response
07/11/2024
Good Day *********,Thank you for contacting the Nespresso club and providing feedback regarding your machine and service experience.We are sorry to learn of the trouble with your Vertuo Next machine and rest assured, I have provided your information to one of our Machine Technical Support Supervisors to follow up with you immediately for resolution.We are grateful for your feedback and the opportunity to get this issue resolved for you. Thank you again, ********* and we look forward to speaking with you soon.Best, Nespresso *************Review from Alex H
1 star01/20/2024
I am writing to express my dissatisfaction with a recent incident involving an order I placed and subsequently canceled. On Monday, I placed an order with your company, but after reconsideration, I called to cancel it within *********************************************************** with a cancellation number and assured me that my refund would be processed within 5-6 days.However, I received an email two days later indicating that my package had been shipped. I immediately contacted your customer service team again, and was reassured that I would not receive the package, and that it was just a procedural error. Contrary to this assurance, I received the package yesterday, which is bewildering since I had canceled the order promptly and had a cancellation number to validate this.Upon contacting your customer service once more, I was informed that I needed to return the package. I requested a return label for the same, but as of now, I have not received any such label. This situation has not only caused inconvenience but also disappointment, as I am now required to take additional time out of my schedule to drive to a ********** for the return.Initially, I was enthusiastic about trying Nespresso's coffee machine and coffee blends, and my initial cancellation was only to change the size of the machine. However, this entire experience has significantly dampened my enthusiasm and trust in your company's customer service.I am requesting a prompt resolution to this matter. This includes:1. An immediate dispatch of a return label to facilitate the return of the unordered package.2. Confirmation of the cancellation of my original order and assurance of a timely refund.3. An explanation as to why the initial cancellation was not processed correctly, leading to this inconvenience.I hope that Nespresso will address this matter urgently and take steps to prevent such errors in the future. I look forward to your prompt response and a resolution to this issue.Review from Christy N
1 star01/17/2024
I called customer service previously in regards to leakage of my machine from time to time. ******* was extremely helpful and help me troubleshoot. He further told me and confirmed my address where he was sending me a descaling kit. However, the kit never arrived. It was over the holidays so I left it. A few weeks later, I called back as the machine was leaking more often now. ******* this time also helped me trouble shoot it. When I asked about the descaling kit, she had said there was no notes on it; thus, she couldn't send me a complimentary one. I asked for her to make it right regardless of there's notes or not, and she couldn't.I asked to speak with her manager, her manager said the same thing about not being able to make to right by sending me a descaling kit. I asked the manager if she's willing to listen to the recording of my original conversation with ******* that told me he was going to send me a kit. She ignored it and kept saying there's no notes on it. I asked her if she was willing to let go of a long time Nespresso customer for a $10.99 kit and she said yes. So I said okay, I'm disappointed to hear that and told her I would not be a customer from this point forward out of principal. I was very surprised of how they handle this as I've always known Nespresso for their customer service.Nespresso USA Response
02/09/2024
Good Day *******,Thank you for contacting the Nespresso Club and providing your invaluable feedback.We are sorry to learn that your service experience did not meet our high standard but thank you for your understanding that this is not a common occurrence. We were able to confirm that our social media customer care team were able to process a complimentary order including a descaling kit and Ispirazione Firenze Arpeggio Sleeve for you. If we may be of any further assistance, we can be reached at our toll-free number, **************.Thank you for choosing Nespresso, *******. Best, Nespresso Customer Cares
Customer Review Rating
Average of 32 Customer Reviews
Contact Information
111 W 33rd Street
5th Floor
New York, NY 10016
Business hours
Today,12:00 AM - 11:30 PM
MMonday | 12:00 AM - 11:30 PM |
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TTuesday | 12:00 AM - 11:30 PM |
WWednesday | 12:00 AM - 11:30 PM |
ThThursday | 12:00 AM - 11:30 PM |
FFriday | 12:00 AM - 11:30 PM |
SaSaturday | 12:00 AM - 11:30 PM |
SuSunday | 12:00 AM - 11:30 PM |
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