Reviews

This profile includes reviews 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 has 9 locations, listed below.

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  Nespresso USA

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

  
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  Nespresso USA

  151 West 34th Street New York, NY 10001-2101

  
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  Nespresso USA

  92 Prince Street New York, NY 10012-3209

  
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  Nespresso USA

  761 Madison Avenue New York, NY 10065-6509

  
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  Nespresso USA

  1000 3rd Avenue New York, NY 10022-1230

  

Review Details

• Review fromElmedina S

  Date: 12/08/2023

  1 star
  Falsified call notes! I had a one hour call with customer service about an exchange. During that call I asked to speak to a supervisor. The customer service agent put me on hold to speak to a supervisor (wouldn't let me speak to them directly), then came back on to tell me that as a courtesy the supervisor agreed to send me a shipping label for my return so that I could order new espresso cups. I was told by the customer service agent to expect the label via email in ***** hours.One week later, I didn't receive the label, so I called customer service back. I asked them to review the notes of my previous call and they recorded FALSE notes. They said they told me that they would not accept returns and that the supervisor advised I would have to pay my own shipping. This is the exact opposite of what occurred on the call. I was appalled that such a large company could straight out lie to its clients and record completely false notes. Under no circumstances is this excusable. If the call was recorded, it should be played back and compared to the notes and I would hope that Nespresso would take appropriate action with the agent and/or supervisor.

• Review fromExequiel S

  Date: 11/30/2023

  1 star

  Exequiel S

  Date: 11/30/2023

  I am submitting a review against Nespresso SA regarding the purchase of two coffee machines, capsules, and one milk froster. I ordered the machines on November 23, 2021, but have yet to receive payment for their return despite multiple attempts to contact Nespresso. I have called them a total of seven times, spending approximately 30 minutes on each call. Each time, they assured me that payment would be made promptly, but to no avail. On December 23, 2021, I returned all machines and coffee capsules via **** using the two *** labels provided by Nespresso. Despite Nespresso's assurances that payment was processed, I confirmed with my bank that they had not received any payment. This has been a frustrating and time-consuming ordeal, causing me emotional distress and disappointment. This is the first time I have experienced such a situation since I immigrated to the U.S. back in 2010. I know I will never buy a Nespresso product ever again.The claim amount is $495.74, which includes the cost of two coffee machines and coffee capsules ($495.74). I should also claim compensation for all the time invested in calling Nespresso. I appreciate the BBB for allowing me to submit this review. Thank you for your attention to this matter.

  Nespresso USA

  Date: 12/01/2023

  Good Day ********, Thank you for contacting the Nespresso Club. We are sorry to learn of the trouble you have experienced with refunding your machine orders. Upon review of the account, both transactions were processed for a refund on February 4th, 2022 totaling $495.74. After you contacted us stating you did not see any refunds posted, we advised you check with your bank, and it appears they proceeded to dispute both charges. Our finance department accepted both chargebacks and alerted your bank that refunds should have already processed to your account. We will have one of our **************** Supervisors reach out to you shortly.Best, Nespresso *************

• Review fromAbbie S

  Date: 11/30/2023

  1 star

  Abbie S

  Date: 11/30/2023

  nespresso has the absolute worst customer service i have ever experienced. i have spent countless hours on the phone with them doing many video calls showing the problem with my machine (small leak under one of the feet). I sent it in for repair or replacement under warranty. The day it came back i took the machine out of the box and it's covered in coffee. I checked my email to see if they had emailed me a summary of the repair and the email said that they couldnt replicate the issue but that they cleaned the machine for me. Im sorry what? The machine was covered in coffee when i got it back. The most frustrating part is that they didnt repair ANYTHING! I tested the machine that day and it leaked more than before. So frustrating. Since then *** spent more hours on the phone with them telling them its still leaking and jumping through all of the hoops they made me go through and dealing with really rude customer service representatives despite me remaining very kind and calm on all of the calls. I called again today because its still leaking and got another very rude customer service rep. I begged to speak to a manager who was so nice and helpful once i finally got to speak to her! They are FINALLY replacing my machine. Im so grateful that the manager was able to help me get a machine that wont leak, but the hoops i've had to jump through and the 6 hours ive spent on the phone total with customer service trying to resolve this issue is ridiculous. I had to show them it was leaking via video call probably 4-5 times for them to actually address the issue. MORAL OF THE ***** 1. they will honor the warranty but you might lose your mind in the process 2. Always ask to speak to a manager and skip dealing with the incompetent and rude customer service agents. 3. Take your money elsewhere if you can. I will likely not buy from them again because of this experience. Customer experience is an important part of a brand and nespresso is absolutely failing in that department.

  Nespresso USA

  Date: 12/01/2023

  Good Day ****** ***** you for contacting the Nespresso Club. We are sorry to learn of any trouble with your Creatista Plus Machine and your experience with our customer service representatives. While we strive to always provide the best-in-class service, we are saddened to learn this was not met in your interactions with us thus far.Upon review of your account, we are glad to see that one of our Machine Troubleshooting Supervisors was able to make an exception for a brand-new replacement outside of your expired warranty.We kindly remind you that your Creatista Plus Machine is designed to work exclusively with Nespresso capsules to ensure the best performance.Should you require any additional assistance, please do not hesitate to contact us at our toll-free number, ****************** hours a Day, 7 Days a week.Best, Nespresso *************

• Review fromMisty B

  Date: 10/09/2023

  2 stars

  Misty B

  Date: 10/09/2023

  Creatista Plus. Have been using Nespresso machines/pods since 2017. In just a little over a year, I have spent $3050 on their products. If they look beyond the order history that I can view online, they'll see a similar buying pattern since I became a customer. I'm on my 6th or 7th machine (two of them were purchased for others as gifts). The current one was purchased on 11/23/22, I follow the maintenance schedule for cleaning, you have to or it locks the machine. Spent an hour on a video call today troubleshooting and cleaning for *******. It didn't work. Machine still only provides a couple of drips from each pod and isn't frothing the way it should. Highly disappointed that they want to repair the machine instead of replacing it. They repaired another machine awhile back and within a month, it no longer worked. If the same thing happens this time, I'll take my few thousand dollars per year elsewhere. Do the right thing Nespresso - replace versus repair is what I want.

  Nespresso USA

  Date: 10/10/2023

  Good Day *****, Thank you for contacting the Nespresso Club. We are sorry to learn of the trouble you are experiencing with your Creatista Plus Machine. We have escalated your case to a Supervisor within our Machine **************************** who will be reaching out to assist you shortly.We appreciate your continued loyalty since December 2017, ***** and look forward to connecting with you soon. Best, Nespresso *************

• Review fromKym D

  Date: 09/05/2023

  1 star

  Kym D

  Date: 09/05/2023

  Don't send delivery drivers ringer our bell nonstop after 9pm waking up our children.

  Nespresso USA

  Date: 10/10/2023

  Good Day Kym, Thank you for contacting the Nespresso Club. We are sorry to learn of your order delivery experience.One of our **************** Supervisors, **** has reached out to discuss further with you; rest assured, we will ensure the carrier feedback is cared for. Thank you for choosing Nespresso since Feb 2023.Best, Nespresso *************

• Review fromSarina E.

  Date: 01/23/2023

  2 stars

  Sarina E.

  Date: 01/23/2023

  1/24/2023 We all expect Nespresso to be a well-known company with some basic organization, right? But not. I never had one machine before and when I placed the order with ***** on the phone I was told that I had one year to return the machine if I am not satisfied. It was a Virtuo line brand one. Other staff members also said the same. The machine arrived with some capsule samples. I like the yellow ones and wanted to order additional ones. Well, the capsule has no name on the back, yes not all Nespresso capsules have printed on the back the name. The company staff recommended me to go online and check them. Well, also online it was not easy to identify the yellow ones I tried. Nespresso has more than 10 yellow capsules with different tones to order from. Some are mixed with white and some are light yellow and some are dark yellow. I tossed mine after usage and could not identify. Instead of buying the wrong ones and return them, therefore I decided to return the machine to the company. Well after 3 phone calls I succeed to get a free return label with *** because I was told that passed 3 months, I could not return it. But that was different from what I heard when I ordered it. I was told to call *** and schedule a pick-up service. I called the toll free # and they refused to pick it up free from my home. I kept calling Nespresso and *** and at last I got from the same Nespresso staff a special *** phone line which was free. It took 2 days to accomplish that task. A real nightmare.How come Nespresso does not have printed on the back of their capsules the name of that brand for consumers to re order? Yes, NOT ALL THE CAPSULES ARE NAMED. How come I did not get from the supervisor on the 3rd call the right *** phone line to call? Yes, great questions!I am so relieved that the machine also huge is back where it belongs.Very disappointed with *********! Won't recommend it.

  Nespresso USA

  Date: 08/01/2023

  Good Day ******, Thank you for contacting Nespresso. We are sorry to learn of your disappointing experience with returning your machine purchase.Machines purchased directly from Nespresso can be returned up to 30 days after receipt of purchase or delivery for a refund; the Vertuo line machine you purchased also came with a 1 year warranty which covers Technical Support.Based off review of your return details, our ******** Service Supervisor made the exception for you to return outside the 30 day policy; it also appears that you submitted a chargeback with your bank and Nespresso accepted it on Jan 27, 2023 and your funds were posted back to your account; we received your machine return on March 1, 2023; per your request, your account was closed on March 9th, 2023.Best, Nespresso ******** Care

• Review fromJacob D

  Date: 01/04/2023

  1 star
  Nespresso was advertising both on their website and on ****** that they were selling a "Original 100 Capsule Discovery Pack" for Nespresso Originals for half price at $41. This showed for several days prior to me attempting to purchase it and partially influenced me into buying a Nespresso machine from bestbuy. When I went to purchase it off their website the price shows $41 on the search on their website AND ******, but if you add it to cart it doubles the price back to $82. I contacted their support and they claim it is a "technical issue" they are fixing and offered no resolution. This is blatant false advertisement and they are tricking people into browsing their website and buying their product.

• Review fromMichelle W.

  Date: 11/07/2022

  1 star

  Michelle W.

  Date: 11/07/2022

  I ordered a $640 machine last year, July 2021 (Creatista Plus), which is supposed to be covered under warranty for 2 years- it was last used in July 2022. The machine's water tank has started leaking, I have called their support line and they do not cover this under warranty and do not even have the water tanks available for purchase, rendering the machine completely unusable. I would like a resolution to this issue as I did not spend $640 to have faulty equipment lying around in my kitchen that I can't get any use out of.

  Nespresso USA

  Date: 11/22/2022

  Good Day ********, Thank you for contacting the Nespresso Club. We are sorry to learn of the trouble you have experienced with your Creatista Plus Machine and apologize for any inconvenience it has caused you. One of our machine experts attempted to reach you earlier today in order to resolve and left a detailed message with options for resolution. We look forward to speaking to you soon, ********. Have a great day, Nespresso *************

• Review fromLaura W.

  Date: 10/05/2022

  1 star
  I ordered a nespresso machine as a gift. I needed to give the gift on Sept 25th so I placed my order on September 9th. Shipping was delayed but I finally received my package on Sept 18th. I wrapped it and gifted it on Sept 25th. When opened, I discovered they had shipped the wrong color machine. I called customer service immediately only to start a several week long process of jumping through hoops and being lied to. It took 4 days just to get the return label to spend back the incorrect machine. I am now on my fourth call to customer service over a three week span and I still do not have my correct machine despite the fact they have had the original wrong machine for a week. I am so tired of being told by their customer service reps how frustrating my experience must be, yes very frustrating. Why in the world have I had to go through so much effort on my end to fix a mistake Nespresso made. Absolute worst customer service I have ever dealt with in my life.

• Review fromCynthia S.

  Date: 09/28/2022

  1 star
  Nesspresso website *** has no ability to search any product. The chat is usually unavailable even during business hours. Called the 800 number the rep took a tone with me because I wanted to speak to a supervisor. Put me on hold and told me "this will be a lengthy process" as she continued to interrupt hold every 30 sec to ask if I still wanted to hold; after 15 min or so she requested to take my e mail. The first thing I requested from her was an email contact for customer service. That is not something ********************** does. No email contact available. I will add that one should NEVER participate in a Nespresso survey. It is NOT a survey it is a *************** time ****.