Nespresso

J'ai acheté ma machine le 12 août 2021, elle a fonctionné une seule fois... J'ai contacté le service à la clientèle et le cauchemar a commencé.

Lors du premier appel, la dame nous a fait essayé la machine sur d'autre prises de courants, j'ai fais tous les tests qu'elle a demandé et elle m'a dit qu'elle avait réservé une machine de la bonne couleur et que j'allais la recevoir d'ici 3 à 5 jours ouvrables. Je me suis dis génial!...

Deux semaines plus tard je n'ai pas reçu ma machine et aucune nouvelle... Je rappel le service à la clientèle et ils me disent que je n'avais pas mis le numéro de membre (que je n'ai jamais eu) et que je n'avais pas écrit machine remplaçante... Donc, je retourne les photos de la facture, le numéro de série et le numéro de membre qu'ils m'ont donné. Suite à cet appel, ils m'ont dit que j'allais la recevoir dans 3 à 5 jours ouvrables...

Une dizaine de jours plus tard, je n'ai pas de machine ni de nouvelles de leur part, donc je contacte aujourd'hui le 15 septembre 2021, pour la troisième fois le service à la clientèle. Cette fois-ci, ils me disent que les photos n'étaient pas assez lisibles, mais ils ne m'ont jamais appelé pour me le dire... Ils m'ont demandé de renvoyer les photos par le chat et la dame nous dit qu'elle entame la procédure d'envoi de la machine, elle me dit qu'elle va me recontacter pour me dire que tout est ok. Dans l'après-midi, la dame me rappel pour me dire qu'elle n'a jamais reçu la facture par le chat alors que j'ai reçu la confirmation du clavardage (merci pour les informations fournies...), la dame me demande d'envoyer un courriel avec la photo de la facture (Non mais quel niaisage!)... Au finale elle me dit qu'elle a reçu mon courriel et que d'ici vendredi le 17 septembre 2021 je vais avoir ma machine... Cela reste à voir, je n'ai plus confiance du tout en leurs promesses.

Entre temps, je contacte Linen Chest (ou j'ai acheté ma machine) après avoir expliquer le niaisage avec Nespresso, ils me disent de la rapporter et que si la machine ne fonctionne vraiment pas, ils vont me l'échanger tout de suite. C'est ce que j'aurais dû faire depuis le début, mais Nespresso m'avait dit que les magasins ne pouvaient pas échanger...

Cependant, je tiens à dire que le personnel est toujours très poli, mais que malheureusement ils travaillent pour une compagnie qui ne le supportent pas, cela fait qu'ils sont impuissants face aux situations de ce genre.

J'en suis venu à ne plus vouloir de cette satané machine et je ne recommanderai jamais à qui que ce soit d'acheter les produits Nespresso.

Veel te lang gewacht om Nespresso te verlaten… Ondertussen overgestapt naar L’or en een L’or Baristo machine gekocht. En wat een luxe. Helft van het lawaai van de Nespresso machines die bovendien enkel werken met Nespresso capsules. Met Baristo is dat niet zo en worden ook merken van de concurentie aanvaard. En dat is voor de klant een welkome alternatief. Ben je eens zonder capsules, een noodoplossing met een ander merk werkt evengoed. Machine werkt op 19bar en de koffies zijn veel beter dan met de Nespresso machines.
Bovendien was het de laatste tijd altijd wel iets bij Nespresso. Bestelling niet geleverd en wel betaald. Zeer moeilijk contact en weigering van bestelling te laten doorgaan zonder niet opnieuw te bestellen en opnieuw te betalen. Een zeer slechte klantendienst dus. Dit was voor mij de druppel en ben blij de stap naar L’or gezet te hebben. Betere koffies en nog goedkoper op de koop toe. Ondertussen na 2 weken het geld van mijn niet aangekomen bestelling van Nespresso nog steeds niet weergezien. Geen Nespresso meer voor mij. Het meesterschap van Nespresso voor koffie met capsules blijkt ook meer en meer voorbij. Gelukkig maar zou ik zeggen want ze proberen je langs alle kanten can hen afhankelijk te maken. Enkel hun eigen capsules met hun eigen machines. Het kan dus verkeren…

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.

Bedrijf om links te laten liggen. Zodra er iets verkeerd met een bestelling gaat, niet levering bv, zijn de oplossingen zo amateuristisch in mekaar gestoken om U dan 3 keer dezelfde bestelling nogmaals in te brengen, het geld van uw rekening af te halen, de laatste bestelling zelfs niet te leveren, beloven om terug te betalen en U het bewijs te leveren hiervan met als resultaat dat er niks gebeurt. Je kan alleen maar bellen of chatten met standaardantwoorden en dooddoeners "het spijt mij maar dat is niet onze manier van werken, kunnen we voor U nog iets betekenen ?". Ze zijn slim om op die manier bewijsmateriaal van hun gelogen beloftes te verdoezelen. Ik wacht nog altijd op een terugbetaling van 82€ voor een niet-geleverde bestelling na 3 weken. En dan maar dure reclame gratis rondsturen. Zielig bedrijf en TE MIJDEN !!!!

Wish I could give a negative star rating. The website is so spastic it keeps on reverting to my original cart it seems impossible to amend the cart! Super annoying

Great coffee, great selection. But online ordering and delivery hopeless, incompetent, and management (or what passes for it) does not care! Since 2018 have called to have orders corrected. Today canceled the "Easy Order" and will buy capsules at Bloomingdale.

Terrible customer service. It took days for someone to reach out to me, to sort out an issue with trying to place an order. They keep saying “thanks for your patience…” HA!
A company with a great product, should invest in customer service. Contacting them is impossible.
Awful experience.

I like the coffee but then again I don't know much about coffee. Their delivery is great — almost always I get my order the day after I order, as they promise. But their website is unbelievably bad. We order monthly and I can only get the digital invoice if I call customer support and ask for it, every single time I order. Moreover, the ordering process is so clunky that I've misordered more than once. Customer support is nice in my area (Portugal), but most of the time they're unable to fix any issue regarding the website. Everything requires special support from above or is just impossible. Unbelievable in 2021

I ordered my vertuo coffee pods august 12th. Week later I still not get m coffee. I chatted the customer service representative and se said she is gonna fix it and send me another one. A week later I still do not get it. I called and talk to them again and they told me I willget my coffee august 27th. Nespresso do not sell vertuo pods anywhere accept their stores or online. Closest nespresso store 100 miles away. I have to wait 2 weeks to arrive my coffee pods.

Tris company has a great product but the worst customer service and false advertísement hábits in the market. They are scam artist of the worse kínd. We the consumer should stop buying their products. Our government should support the consumer and take their rights to sell in the USA away.

It's endlessly frustrating that a company as popular as Nespresso is such a fraud. We encountered no problems with our machine until 6 months after we got it when wouldn't respond at all (except numerous flashing lights) and we discovered it was leaking underneath the machine (table forever damaged...) We had some frustrations with trying to contact customer service starting with a few numbers listed not even connecting. Luckily, the third number did. We were able to get connected to customer service without too much issue and tried a few things on the line with them before they confirmed the machine would need to be sent for repair.

We did get our machine back within 2 weeks, however, it is still not working... Ever since, we have tried calling 6 or so times. The call has either: been dropped completely out of the blue (can confirm it is not our reception); is completely unintelligible with their connection; or they tell us no one is available to talk to us and will call us back in 20 minutes time. We never have gotten a call back.

The customer service people we have talked to have always been polite and well-meaning but it's grossly apparent this company is too cheap to make good coffee machines or provide the right technology and number of customer service representatives to serve their customers well.

Nespresso products are good, their customer service is a bitter drink on the other hand…..

The orders I placed online keep disappearing from my account after I receive an order confirmation email from Nespresso and also the detailed order history appears in my acct.
This has been going on for a month and I have reported it to Nespresso numerous times. Nespresso simply couldn’t handle this technical error on their website.. Just Unbelievable!!!!

Extremely poor customer service. My machine fell apart just after 1 year of use and because it was 1 year and 28 days since I purchased it they refused to help me with a new machine. Only offered that I get it fixed and pay $125!! I said it if you can't help with a new machine I will no longer purchase any Nespresso products again, and I was told... ok! They don't care one bit. Ciao Nespresso.

bought this on sale ,ha makes good coffee but, didnt know you cant buy the pods at grocery store . i want my money back. i dont buy stuff online. if i did id expect a good deal. you would find larger market if the pods were sold in stores

I wish there was an option for less than one star. I would use it.
Nespresso Canada customer service is the worst I have ever experienced. Once this new machine ( Citz) dies that’s it. We are out. They don’t deserve to represent such a good brand.
Horrible to deal with.

You dont take good care of your loyal customers, some of you guys are not smart enough to fix the problem to make your customers happy and satisfied.

Net zoals de Customer service bij Nespresso is dit toestel ver ondermaats. Door software probleem blijft toestel in ontkalkingsmodus vastzitten en dit zonder enige trigger, juist na het verlopen van de garantieperiode.

Nespresso beweerd enkel zelf het probleem te kunnen oplossen en daar mag je nog eens 115€ - 150€ voor ophoesten. Toestel heeft enkel een volledige factory reset nodig, maar men weigert je pertinent verder te helpen.

Noodgedwongen zal ik mijn machine moeten weggooien en zullen we een Philips L'OR moeten aankopen daar het absurd is zulke herstellingskosten te betalen voor een machine dat nooit goed gewerkt heeft. We zullen natuurlijk iedereen afraden om een Nespresso machine te overwegen in de toekomst.

Do not purchase from nespresso.com
I have no words to explain how bad the delivery is! As well as customer service! No help! Get it from any other places, but not from here.

We own 2 machines (cottage and home) and drink an average of 2-4 coffees per day total. We have been purchasing Nespresso since 2017. We have noticed the quality of products declining, especially the last year or so. The last purchase of 12 boxes of Giorgio were stale/bitter to the point of undrinkable. Long story short…this is one of the WORST companies we’ve EVER dealt with to get compensated. They wanted ME to contact UPS for a return first. Ended up driving 2 hours to the nearest boutique in Vaughn/Concord who’s manage wouldn’t accept them because their system wasn’t working properly. Wouldn’t even take them to hold till the system was up. I told her I drove 2 hours and she said “Imagine what I”m going thru running a business.” Was put on hold so many times in this last go around on the phone because the rep didn’t have authority to make any decisions..who was in India. Over an hour later I ask for his manager and I’m told it will be 8 to 10 business days and I have to be approved first before it can be escalated. Disgusting customer service. Feel sorry for those on the front line doing the companies dirty work. GREAT NEWS THOUGH….READ THIS!! I found CAPMESSO aluminum foil lids on AMAZON.CA made for Vertuoline machines and they work like a charm. Buy your own coffee and reuse the pods. Thanks for the terrible service Nespresso or I wouldn’t have found these. Also, lots of other hacks on YouTube to reuse other pods.