Business Profile

Coffee Brewing

Nespresso USA

Headquarters

Complaints

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

Customer Complaints Summary

152 total complaints in the last 3 years.
54 complaints closed in the last 12 months.

If you've experienced an issue

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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:05/28/2024
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.
I have been a customer with ********************** for many years. I have REPEATEDLY asked the representatives to have the driver to leave my orders in front of my garage. They do not leave the order there. Second, I have REPEATEDLY requested them to email me a copy of my itemized order. Again, they do not do it. I keep getting representatives that are in a foreign country and give me a hard time. They do not care about providing a good customer service and believe they can do and say whatever they want bc they are in a foreign country. The company is based in the **. I am tired of having to tell every time I place an order for coffee. Pls help me with this issue. Thank you.***********************
Business Response
Date: 05/28/2024
Good Day ******
Thank you for reaching out to Nespresso. We are sorry to learn about the ongoing issues you are experiencing with the delivery of your orders. We understand the carrier is not leaving the package at your requested area of choice, despite the notes we have placed on your account regarding your delivery preference for the garage. While we do make every effort to communicate your delivery preferences to the carrier, it is ultimately at their discretion whether or not they follow these instructions. However, we want to assure you that the carrier does have an obligation to deliver your order to a secure location, which is typically the front door. In cases where special instructions are provided, it is at the carrier's discretion. To provide you with an alternative solution, we recommend using a *** access point for the delivery of your orders. This option ensures that your package is delivered to a safe location until you are able to collect it at your convenience. We apologize for any inconvenience caused and appreciate your understanding.
As far as your request for an itemized order confirmation, we appreciate your understanding regarding the change in our invoice delivery method as we no longer email invoices to our customers. However, you can easily access and print your itemized order invoices by logging into your online account. This allows you to have copies of your invoices at your convenience.
If you have any further concerns or questions, please do not hesitate to let us know. We are here to assist you.
Thank you for your patience and cooperation.
Best regards,
Nespresso Customer Care
Customer Answer
Date: 06/17/2024
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:

[Your Answer Here]
That is not true. You cannot get an itemized receipt when you log on. I have to beg for a receipt and they ignore you by not sending one.
The company is outsourcing to an outside foreign company that make up their own rules. By our laws, companies have to provide you with an itemized receipt.

Also, the representatives are not well trained and not knowledgeable about the products. They dont communicate well and dont understand our American language. They are very unhelpful and I am forced to ask to speak to a supervisor. For the amount of money every month I spend, I expect better customer service than what Im getting.

Regarding not leaving packages in front of my garage, you are not **** nor *** where they have to leave packages by the door. The delivery person(s) dont look like they are experienced. Nespresso outsources a lot and so they dont care about what they do which makes Nespresso and the driver(s) irresponsible.

This company is extremely biased and hires only employees from *******,(foreign countries) and rejects hiring American representatives. Thats not fair to us, the consumer, and to our economy. The prices are very high for this coffee and I strongly believe they need to improve their
customer service to their customers.

Angry customer,

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

Sincerely,

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

Business Response
Date: 06/24/2024
Good Day ****,

Thank you for contacting Nespresso. We are sorry to learn that you are dissatisfied with the resolution previously provided.

Regarding your request for itemized invoices/receipts, we can assure you that there is an option to print your invoices once you log in to your Nespresso Club account. Once logged in, you would navigate to your order history, locate the specific order, and print the invoice. Should you need assistance finding this option online, we are here to help.

We regret to hear about the unsatisfactory customer service experience you have reported. We record all calls and chats, which allows us to review interactions and provide necessary training to our agents. Please be assured that this matter will be addressed. Regarding your comments on Nespresso's hiring practices, we assure you that your feedback will be relayed to our *************************** We greatly appreciate your input.

Thank you for your time, and please do not hesitate to contact us should you need help with accessing your invoices online.

Best regards,

Nespresso Customer Care
Customer Answer
Date: 06/26/2024
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 Nspressos refusal not to send me copies of my orders is unacceptable and poor customer service.
First of all I dont have a computer to print out the receipts. As I said in my previous complaint to BBB, Nespresso is placing packages next to my neighbors house which is causing problems with the neighbor. I have asked Nespresso to leave the package in front of the garage which will eliminate any problems with the neighbors, but Nespresso refuses to cooperate.
For the costly price Im paying for this coffee, I would appreciate much better customer service from **********************. Very disappointed in their I dont care attitude toward me, (the customer).
They are very rude and disrespectful.
I want to add one more thing. The representatives are not very helpful nor knowledgeable about the different types of coffee. I always have to speak to a Supervisor to help to explain and clarify.
This company is outsourcing and most of the representatives are not knowledgeable nor know the meaning of good customer service.
Im very disappointed in their bad attitude.
*********************;

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

Sincerely,

***********************
Initial Complaint
Date:05/17/2024
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.
Nespresso purchased from *********************** on July 13, 2023. Model information: Nespresso Vertuo Next Premium Espresso Machine by Breville with Aeroccino #******* QTY: 1 $239.95 After troubleshooting, it was determined that a new machine would be sent out since the warranty is two years. They sent a lesser model that was broken, used, and dirty. After calling on 5/15 and 5/16 and 5/17, there were multiple dropped calls (after explaining the situation). I spent hours trying to resolve this. I repacked and sent both machines (our original and theirs) with their tracking information. I have been unable to resolve the situation with them. A credit or brand new machine (black with chrome of equal or greater value) is due to us. Unfortunately, the customer service team just makes you wait and puts you on hold over and over and then intentionally drops calls. This is done to ensure that the customer gives up and they do not have to replace the machines. This is extremely concerning as a intentional practice to financially stymie customers. The troubleshooting was done under my husband's name *********************. The purchase was under my name ***************. Please help to resolve and prevent these practices from continuing.
Business Response
Date: 05/17/2024
Dear *******-

Thank you for taking our call this afternoon. Based on our conversation your machine concerns have been resolved to your satisfaction. We value the feedback shared and if you need anything further assistance do not hesitate to reach out to our team.

Best,
Nespresso *************
Initial Complaint
Date:05/02/2024
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.
I purchased my Nespresso Vertuo Next on 10/1/2022. It worked fine until March 2024 when it stopped brewing coffee and the red/orange light would blink twice. I called multiple times and the people were able to troubleshoot with me, it seemed like maybe it was working again, but two weeks later it stopped again. I called again and spent another hour on the phone, and they told me that the laser reader was no longer working. The customer service people were very nice, but it seemed like they were limited with the help they could provide. Since the machine was out of warranty, they could not help me, other than providing a 35% discount on a new machine. I would like Nespresso to address this issue since it seems like this is an ongoing concern for their machines that are not very old and that are well cared for.
Business Response
Date: 05/02/2024
Good Day *****,
Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction, and we apologize for any inconvenience.
One of our supervisors from our ************* Team will be reaching out to discuss shortly.
Best,
Nespresso *************
Initial Complaint
Date:04/25/2024
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.
Nespresso website states that coffee capsules ordered on line can be shipped for free and will be delivered in 2-5 business days. It is 6 business days and the item was never delivered. I had to call to get Nespresso to send it. Will take 2-5 business days for me to get the capsules since the company had to reorder for me and shipped it out using the same vendor for delivery. I have been a Nespresso member for 11 years.
Business Response
Date: 04/26/2024
Dear ******

Thank you for contacting the Nespresso Club. We are sorry to learn of the delay with your most recent order. I have left a detailed voicemail for you with a resolution as well as confirming your replacement is on its way.
If you have any other questions, please feel free to reach out to us. Thank you for being a valued club member.

Best,
Nespresso Customer Care

Customer Answer
Date: 04/30/2024
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:

The response given by Nespresso does not meet my satisifaction even though I received the capsules and a $20.00 credit. The issue is still there. This is the second time that Nespresso did not ship an order I placed. I do allow one mistake but another one is not acceptable. I only filed the complaint given the second error this has happened. I need to be guaranteed this problem will be resolved so I will not get a third non shipped order. I should NOT be the one that calls when my package is not sent by Nespresso. We are human, but shipments should be automated to prevent human error. I appreciate an explanation and resolution to this matter otherwise the company needs to remove the promise of 2-5 business days for shipment after an order is place on their website. This is 2024. Bad customer service should not be happening, especially with Nespresso. I expect more from this company.

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

Sincerely,

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

Business Response
Date: 05/09/2024
Good Day ******,
Thank you for contacting the Nespresso Club. We apologize for the delay with your most recent order.
Due to unusually high volumes, we may experience delivery delays. The current delivery time is between 2 to 5 calendar days from the date the order is placed. We are working with our warehouse to ensure orders are shipped in a timely manner and we will continue to keep customers informed. We were able to confirm both your orders were delivered. In addition to the $20 credit applied to your account, please feel free to keep the duplicate order as a token of apology for the inconvenience.
We appreciate your patience and understanding as we all work together during these extraordinary circumstances, ******. Please do not hesitate to contact us if you have any additional questions or concerns.
Best,
Nespresso Customer Care
Customer Answer
Date: 05/20/2024
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:04/16/2024
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.
My Nespresso Vertuo Next that I purchased on 11/24/22 suddenly stopped working. I spent an hour with customer service on video chat troubleshooting (customer service was good) and determined it is this elusive laser reader. My machine is 17 months old and out of warranty. They offered a 35% discount on a new one (more expensive than going to target to get one, so not really an offer) or a ***** repair. Upon researching my options, I realize that there are countless threads on various platforms complaining about this ************** flaw and that Nespresso has done nothing to resolve it. I am hoping that by adding my complaint to the probable large pile that you have will encourage Nespresso to NOT do this to other unsuspecting buyers.
Business Response
Date: 04/18/2024
Good Day ****,
Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction and you were not satisfied with the options provided. We apologize for any inconvenience.
One of our supervisors from our ************* Team will be reaching out to discuss shortly.
Best,
Nespresso *************
Customer Answer
Date: 04/19/2024
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:04/16/2024
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 received a Vertuo *********** coffee maker for Christmas as a gift. The machine has leaked from the water tank multiple times, once ruining a laminate counter top, which now has to be replaced. I chatted via their website but was unable to join a video call so it was recommended I call back when I could join a video call. I called back and spoke with a rather disinterested representative who sent me a link to join a video call, which is ridiculous and feels like the company thinks everyone is out to dupe them, I showed her the ruined counter top, which was "not her concern", I did not ask for compensation, the counter top is my issue. She then had me fill the water tank and show her via video where it was leaking, I could not replicate the leak while on the phone, she said she'd call me back in one hour and to place a paper towel under the machine so I could "prove" it leaks. She never returned the call. I once again went to their chat feature which said it was available but no one every responded once I entered my information. For the price and supposed reputation of Nespresso you would think they would have better customer service. I want my machine replaced with one that does not leak, and based on an internet search the model I was gifted has a known problem, I do not want anything other than a coffee maker that does not leak and ruin my counter tops and apparently that would be any model other than the Vertuo Next.
Business Response
Date: 04/16/2024
Good Day ****,

Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction, and we apologize for any inconvenience.
One of our supervisors from our ************* Team will be reaching out to discuss shortly.

Best,
Nespresso *************
Customer Answer
Date: 04/22/2024
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:04/02/2024
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.
I am filing a complaint about poor product quality and Nespresso's unwillingness to work with me on resolving my dissatisfaction around product quality and money spent. In 2021 I purchased my first Nespresso Vertuo Next Machine ($180). For a few months I was happy with my purchase so gifted 2 machines to family members ($360+). I have a nespresso account and purchased all pods through Nespresso site to date (>$400). All machines are used on an occasional basis (not daily) as a supplement to a drip coffee machine. Each machine only lasted ***** months with recommended care-descaling, cleaning, removing pods. All machines developed leaking from the bottom, blinking orange light, unable to brew. I contacted nespresso and was provided trouble shooting support. I followed instructions on my machine, improved for 1 week then problems resumed. After multiple attempts to do the same, the machine was un-usable. The same process was completed for all machines but failed to resolve the issue. I purchased another machine- Vertuo Pop ($130) which brewed 2 cups of coffee and immediately experienced the same issues so was promptly returned to the store for reimbursement. Today, I called Nespresso to ask for assistance with perhaps purchasing another machine that has better durability and functionality and request discount due to all money spent to date. The customer service agent told me to clean machines appropriately and donate all the leftover vertuo capsules (>$200 worth) if I do not want to buy another machine. They would not provide any assistance or discounts. I fine the quality of product is poor, customer service is abysmal and ********************** should stand by their products.
Business Response
Date: 04/02/2024
Good Day ********,
Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction, and we apologize for any inconvenience.
One of our supervisors from our ************* Team will be reaching out to discuss shortly.
Best,
Nespresso *************
Initial Complaint
Date:03/26/2024
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.
My Vertuo Next machine does not work properly. It blinks orange twice instead of brewing coffee. I have talked to several customer service representatives over the phone and live chat and followed all the troubleshooting steps (rinsing, cleaning the head, resetting, descaling) but the problem continues to happen. Every time I reach out (including today) all they want to do is do a video call to tell me to do the exact same things even though it doesnt solve the issue.
Business Response
Date: 03/26/2024
Good Day ***,
Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction, and we apologize for any inconvenience.
One of our supervisors from our ************* Team will be reaching out to discuss shortly.
Best,
Nespresso *************
Customer Answer
Date: 03/28/2024
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:

[Your Answer Here]
**** and ***** reached out to me yesterday. I did a video call with ***** yesterday at 6:30pm Central to troubleshoot the machine. He said to try again the next day. The next day (being today) I tried to use the machine but the error continues (orange light flashes twice). I tried contacting both ***** and **** this morning (left voice messages) but have not heard back on how to resolve.

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

Sincerely,

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

Customer Answer
Date: 06/01/2024
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:

[Your Answer Here]
No one reached out to me and the issue was never resolved.

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

Sincerely,

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

Business Response
Date: 06/11/2024
Good day ***,

Thank you for reaching out to Nespresso. We sorry to learn you remain dissatisfied with the resolution provided to you. We understand that a supervisor has attempted to contact you multiple times to discuss this matter further and has left their direct contact number for you to reach out to them but we remain unable to connect with you.

Additionally, we would like to remind you that there are replacement machines that need to be returned before we can proceed with a replacement for your current machine. Returning these machines is an important step in the process. To address your concerns and ensure a satisfactory resolution, a supervisor will be reaching out to you once again shortly. They will discuss the matter further and assist you in finding a suitable solution.

Thank you for your understanding and cooperation. We appreciate your patience as we work towards resolving this issue.

Best regards,
Nespresso Customer Care
Initial Complaint
Date:03/25/2024
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.
We purchased the machine in March 2021. As from the beginning, we already had issues with this machine as it kept blinking yellow lights and got stuck to start brewing. Nespresso had to exchange the machine in April. However, we had always felt the coffee brewed by the machine didnt tasted as good as the brand claimed to be. As we dont have another Nespresso vertuo machine, we had no comparison to tell the reason. Over the years, with this malfunctioning machine, we have spend over 400 dollars in purchasing the machine and pods in total. Until recently, we had a second vertuo machine in the office. Even by brewing the same pod, the new machine performs dramatically different than this machine. The new vertuo machine will spin from the beginning to near the end of the cycle and the coffee brewed had lots of crema. Now we discovered the reason is that the old machine halted spinning at the middle of the cycle. This caused the coffee to taste watery and lack of crema. I reached out to Nespresso customer service on 3/22 and did the video trouble shooting with the service representative. However, the company representative insisted that this machine functions normally based on 2 videos I shot and even though I had used another machine and could tell the difference and reason to its malfunction. The product and service quality are unacceptable. Nespresso needs to take necessary action to evaluate the quality of Vertuo Next line of products and provide remedies to the customers who have been impacted by its defective products over the years.
Business Response
Date: 03/25/2024
Good Day ********
Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction, and we apologize for any inconvenience.
One of our supervisors from our ************* Team will be reaching out to discuss shortly.
Best,
Nespresso *************
Initial Complaint
Date:03/20/2024
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.
I am writing to request a replacement for my Nespresso machine .Unfortunately, after troubleshooting, my coffee is not brewing properly.Given the malfunction and potential long-term issues, I kindly request a replacement machine instead of a repair at no additional cost.
Business Response
Date: 03/20/2024
Good Day ******,
Thank you for contacting the Nespresso club. We are sorry to learn of any trouble experienced with your Vertuo Next Machine. Upon review of your account, it appears your issue has since been addressed and resolved however, one of our supervisors will be reaching out to you directly to confirm. We look forward to speaking with you.
Best, Nespresso Customer Care

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