Complaints

This profile includes complaints for Nespresso USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nespresso USA

  111 W 33rd St Fl 5 New York, NY 10001-2904

  
• 

  Nespresso USA

  92 Prince Street New York, NY 10012-3209

  
• 

  Nespresso USA

  761 Madison Avenue New York, NY 10065-6509

  
• 

  Nespresso USA

  1000 3rd Avenue New York, NY 10022-1230

  
• 

  Nespresso USA

  630 Old Country Road Garden City, NY 11530-3467

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Vertuo Next Light ***************** Milk Frother on 05/27/2024 which comes with one year warranty. The Aeroccino3 Milk Frother is burning any milk or ******* I put since day one on one side and the coating is burned. I contacted customer service and they made me do a live test to show the issue. After the *** solution was try to explain to me that ***lacing the machine will not fix the issue because it is burning protein and sugar. I asked them to ***lace the machine because its under warranty and if that is the case, the whole bottom will burn evenly, not just one side. The coating has burn marks and the milk taste burn. I was told I was going to get a call back because there are no supervisors available. Horrible service. What is the point of offering one year warranty if they are not going to honor it.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* *****
  
  
  
   
  
  

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/14/25 I placed an online order for a coffee machine. I was given instruction that I would receive an email with a tracking number. When I return to their webpage, my order reads as pending with no other explanation. After not receiving said email nor the machine, I called the customer support line on 4/20/25. Im told then that my order was cancelled, the money I paid is now a credit, and someone will call me in the next 48hrs to discuss. This is absolutely unacceptable business practice, if they cannot meet the order, why not simply refund my money instead of attempting a bait and switch.

  Business Response

  Date: 04/22/2025

  Good Day ******,  
  

  Thank you for contacting Nespresso. We are sorry to learn of the inconvenience and frustration you have experienced with your recent order.
  
  I understand that this was not the outcome you were expecting, and I assure you that we do not engage in any "bait and switch" practices. After reviewing the details of your order, it appears that there was a system glitch that led to the cancellation of your order. An email should have been sent to inform you of this cancellation. We extend our sincere apologies if that did not occur.
  
  A club credit was placed on your account to facilitate the replacement of your order using the credit, and we were prepared to expedite the replacement order at no additional cost. However, on 4/21/25, it was noted on your account that you spoke to a supervisor who offered this option, but you declined and requested a refund instead. We have since submitted a Finance request for your refund. Please allow approximately 3 to 5 business days for your refund to process.
  

  Once again, we apologize for the inconvenience caused and appreciate your understanding.  
  
  Best regards,
  
  Nespresso Customer Care

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have the Nespresso Vertuo Next machine. A few months ago, I contacted Nespresso support because I was unable to connect the machine to the Nespresso app after upgrading my phone. The representative informed me that because the app was previously installed on my old device, I would no longer be able to access or update my machine with the new phone. This design flaw in the app was never communicated, and I was not advised that a manual transfer was needed during a phone upgrade. This feels like extremely poor programming and user ************* make matters worse, the customer service agent I spoke with was not only unhelpful but dismissive and rude questioning how I clean the machine and making it seem as though I was lying. I regularly maintain the machine, including descaling and rinsing it as directed in the manual. Despite this, I am now experiencing persistent technical issues: the machine shows a no water error when the tank is full, fails to brew when a pod is inserted, and leaks from the bottom even after descaling and following all the troubleshooting information available.I suspect some of these issues may be tied to the machine not receiving software updates due to the app access problem and not being able to properly keep track of it on the app. Also because of this app issue, I have not been able to enjoy several features I expected with this machine. I feel frustrated, disappointed, and now left with a product that is barely functional.Unless this is resolved appropriately, I will have no choice but to move away from Nespresso products entirely.

  Business Response

  Date: 04/14/2025

  Good Day ******,
  
  Thank you for contacting the Nespresso USA Club. We are sorry to learn about the challenges with your machine. You will be contacted shortly from one of our supervisors for further assistance. We look forward to speaking with you shortly.

  
  Best, 
  
  Nespresso Customer Care 

  Customer Answer

  Date: 04/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I still havent heard from the company. Looks like they called from a personal number and when I called back no answer.
  
  

  ****** *******

  ** ************

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 04/24/2025

  Good Day ******, 

  A Supervisor from our Technical Support Team has attempted to reach you; we will have them attempt again today but need to speak with you live in order to resolve this issue. 

  Our supervisors are available to assist you 9am-6pm EST Monday-Friday- please confirm when would be the most appropriate time to reach you during this time. 

  Best, 

  Nespresso Customer Care

  Customer Answer

  Date: 05/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/09/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Nespresso ************* machine (NEW) when we ran the startup then put coffee pods in every one of them smelled and tasted like burnt plastic or electrical. We called espresso service ran through cleaning cycles (MULTIPLE) still had taste, so we sent it back got new machine and are having the same issues, went through multiple cycles of cleaning, then called service again and they said it must be me cause we tried 2 machines and had the same problem BTW.. there are several people online having the same issue

  Business Response

  Date: 04/23/2025

  Good Day ********,

  Thank you for contacting Nespresso. After reviewing your account, we have confirmed that we contacted you on 4/9/25 and successfully replaced your machine at that time. Therefore, we consider this case closed.

  If you are currently experiencing any issues with your new machine, we encourage you to contact us for further assistance. Our team is here to help resolve any concerns or provide additional support.
  

  Thank you for your understanding, and please don't hesitate to reach out if you need any further assistance.
  

  Best regards, 

  Nespresso Customer Care 

• Initial Complaint

  Date:03/10/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid US$63.59 on 12/22/2024 for vertuo pop machine. The order number is *********. I've returned the item on 1/28/2025 and it was received on 1/29/2025. I've contacted the representatives for multiple times and they always said the back office will contact me regarding this issue, but I haven't heard anything from them till today. I attached all the proofs.

  Business Response

  Date: 03/11/2025

  Good Day ***** 

  Thank you for contacting Nespresso. We are sorry for the delay in processing your refund.

  We would like to clarify that the delay in processing your refund was caused by the ****** dispute you submitted on 1/6/25 when you reported that you did not receive your machine. However, on 1/27/25, you contacted us to inform us that you did receive the machine and wanted to return it for a refund.

  Please note that once a chargeback dispute is filed, we are unable to proceed with a refund until the dispute is resolved or cancelled on your end. We appreciate your understanding in this matter.

  Once you returned the machine, we had to allow our warehouse to confirm the contents of the return before proceeding with the refund. Your refund has now been processed in the amount of $63.59. Please allow 3 to 5 business days for the refund to reflect on your end.

  If you have any further questions or concerns, please do not hesitate to reach out to us.

  We appreciate your patience in resolving this issue.

  Best, 

  Nespresso Customer Care 

  Customer Answer

  Date: 03/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  **** **
  
  
  
   
  
  

• Initial Complaint

  Date:03/06/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordering Nespresso Coffee Pods and not receiving them.Customer Service Number robot person only tries to "sell" you a "free $100 gift". Catch must give them your CC#.

  Business Response

  Date: 03/06/2025

  Good Day *******, 

  Thank you for contacting Nespresso. We are sorry to learn of the delay in the delivery of your recent order, *********. We understand how frustrating it can be to be without your Nespresso capsules, and we sincerely apologize for the inconvenience.
  

  Upon reviewing the situation, it appears that there are no tracking updates available from the carrier, and we suspect that the order may have been mis-sorted, leading to the delay. To address this, your order has been replaced, and we have requested expedited delivery for the new order, *********. Once the order ships, you will receive an estimated arrival date.
  

  As a token of our apology for the delay, we have also placed a credit on your account. We appreciate your understanding and patience in this matter, *******. If you have any further questions or concerns, please don't hesitate to reach out to us.

  We are here to assist you.
  

  Best regards,

  Nespresso Customer Care 

   

• Initial Complaint

  Date:02/20/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  placed an order on June 3, 2024, but the item was delivered to the wrong address. I was informed that I would receive a full refund on June 9, 2024. However, as of February 20, 2025, I am still awaiting my refund. I would appreciate prompt resolution of this matter.

  Business Response

  Date: 02/21/2025

  Good Day ******-
   
  Thank you for contacting the Nespresso Club.  We have reviewed your account, and our records do indicate order was delivered successfully to the shipping and billing address listed on your account. We have attempted communication in regard to your order but have been unsuccessful.  Please reach out to us at ************** for additional support. We look forward to assisting you shortly.
   
  Best,
  Nespresso Customer Care
  
  

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I was already told I was refunded, I havent been refunded  

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 02/28/2025

  Good Day ******* 
  

  Thank you for contacting Nespresso. We have thoroughly reviewed your account and the previous interactions regarding your order placed on 6/3/24. A cancellation request was indeed submitted, but it is important to note that cancellation requests are not guaranteed. In this case, the order was confirmed to have been delivered successfully to the shipping and billing address listed on your account. 
  

  A refund request was submitted as per your request. However, upon confirmation of the delivery, we left you a detailed message on 6/18/24 explaining that in order to proceed with a refund, the machine would need to be returned. We offered to send you an ERL to facilitate the return process. Unfortunately, we did not receive any response from you until we received your initial BBB complaint on 2/21/25, to which we provided the same information. We kindly requested that you contact us at your convenience, but we did not receive a response from you.
  

  If you would like to discuss this matter further or have any additional questions, please do not hesitate to reach out to us.
  

  We are here to assist you.
  
  Best regards, 

  Nespresso Customer Care

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Following an issue with my Nespresso Veryuo Next, I bought the Nespresso Vertuo Creatista from Nespresso USA on 21Dec23 and it was successfully delivered to my FPO address in the Armed Forces Pacific. In Dec24 I began an having issues with the machine - it wouldnt make coffee. I called Nespresso support Jan25 and we went through some steps, but ultimately the machine started leaking from the bottom (a similar issue to what I had with the Nespresso Next), and was told I can get it serviced. I have since been battling with them to send me a box or label to return the machine for service, culminating with them saying they cannot service it as it is not in the ** despite the fact that it was delivered to the same address when purchased.

  Business Response

  Date: 02/11/2025

  Good Day *****, 

  Thank you for contacting Nespresso. We are sorry to learn of your machine not working properly and understand that you wish to have it repaired. 
  

  Unfortunately, we regret to inform you that we are unable to ship to FPO addresses located outside the **. We apologize for any inconvenience this may cause. However, once your machine is back in the **, we will be more than happy to help you schedule a repair.
  

  Please be advised that one of our supervisors has attempted to contact you but was unable to reach you. Consequently, we have submitted an additional callback request for a supervisor. They will be reaching out to you shortly to address any remaining questions or concerns you may have.
  

  At Nespresso, we are committed to ensuring your satisfaction and resolving the issue with your machine. Our dedicated team is here to support you throughout the process, and we will do our utmost to assist you.  

  Thank you for your continued cooperation. 
  

  Best regards,
  

  Nespresso Customer Care 

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [firstly, their comment about not being able to ship to a *** address outside of ****** is a very weak argument considering when I bought the machine, they shipped it to the *** address for me to receive it. *** never owned the machine inside of the *** from the date of receipt open until today the machine has always been outside of the ***. I think a better practice would be to not allow a purchase to be delivered to a location that voids the warranty upon receipt... especially without informing the customer first and obtaining consent.

  Secondly, while they did try to reach me via phone in the middle of the night (local time) I I contacted the supervisor back twice (and left messages) in the number that she provided and never got a follow up.]

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *****
  
  
  
  
   
  

  Business Response

  Date: 02/12/2025

  Good Day ********, 

  Thank you for contacting Nespresso. We understand and acknowledge your frustration and concern regarding the issue with replacing your Nespresso machine.

  After a review of your account, we confirmed that your machine will indeed be replaced. Additional information regarding the replacement process has already been provided to you via email.
  

  We are committed to resolving this issue promptly, so you can continue to enjoy your machine and the exceptional coffee it brews. Should you have any further questions or require any assistance, please do not hesitate to contact us. We are here to help.
  

  We consider this case closed at this time, as your request for a replacement has been honored.

  Thank you for choosing Nespresso. We value your continued support and loyalty.
  

  Best, 

  Nespresso Customer Care 

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted customer service in regards to replacement unit. Individual stated that the unit would be a different color than what was purchased. Asked to speak with manager and the individual hung up the phone.

  Business Response

  Date: 02/10/2025

  Good Day *******, 

  Thank you for contacting Nespresso. We are sorry to learn that you experienced difficulties when contacting our customer support center.

  Customer service is our top priority, and we sincerely apologize for any inconvenience this may have caused.
  

  Upon reviewing your account, we did not locate any notes pertaining to your call. One of our supervisors will be in touch with you shortly to provide additional assistance.
  

  Thank you for your understanding and patience in this matter.
  

  Best regards,

  Nespresso Customer Care 

• Initial Complaint

  Date:01/31/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nespresso often orders promotional discounts on their website. Consistently these promo codes do not work. Today I tried to order on the app, and it told me mistakenly the conditions were not met (this was confirmed with the service *** I called.) I tried as well on the website, using 2 different browsers to try to place the order.This is the 5th time this issue has happened. I am suspicious that they are doing this in order to pull people in to order and not fulfill their promotions. Each time, I need to call and go through the order process again with a *** to get the advertised promotion. I have complained increasingly to the ***s about this, but they are not set up to address this, they just are there to take orders.

  Business Response

  Date: 02/01/2025

  Good Day *****-
  
  Thank you for contacting Nespresso. We are sorry to learn of any frustration experienced attempting to redeem one of our promotional offers. We did attempt to reach you to speak further but were unsuccessful. Upon further review we are pleased that one of our agents were able to assist in this instance. Our team also did see that all your most recent orders were successfully placed using promotions online. Going forward if you encounter any promotional challenges, feel free to chat or call in to discuss further in real time so we may resolve and provide clarity. Please consider this case closed as promotion was honored. If we can further assist, please reach out.  Thank you for choosing Nespresso.
  
  Best,
  Nespresso *************