Reviews
This profile includes reviews for Nespresso USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
1.1/5 stars
Average of 30 Customer Reviews
Want to share your experience?
Leave a ReviewReview Details
Review fromAbbie S
Date: 11/30/2023
1 starAbbie 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 starsMisty 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 starKym 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 starsSarina 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 ******** CareReview fromJacob D
Date: 01/04/2023
1 starNespresso 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 starMichelle 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 starI 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 starNesspresso 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 ****.Review fromEkaterina K
Date: 07/26/2022
1 starEkaterina K
Date: 07/26/2022
So. I own a Nespresso machine. And I need descaling kits. They closed the only ********** store so I had to go online only to find out that they do require to create an account with them in order to place an order. I do not buy coffee pods from them because I hate how they taste, there are retailers that sell pods for nespresso (hello, ******) that are much better (to my taste). Thus, I do not want to create an account to use it once every blue moon. Through chat, representative told me to call customer service to place an order without an account, which I did, only to find out that they still need to create an account for me so they would collect my personal information for their business marketing purposes and that once created, I would never be able to remove my information and delete my account. I could not agree to these terms and conditions, so they refused my right to purchase. I found the nearest store in ******** **, so I thought to call the store thinking may be they would be able to run a purchase over the phone and ship the items to my house (like any other retail store). Ha! No! the only phone numbers they provide for stores are their regular ***** customer service. I called again. The rep confirmed that they do not connect customers to store personnel. :/ Based on other people's reviews and my own experience with Nespreso ***, I will not, out of principal, create an account with them, so I keep my personal info up to me, and not for them. Meanwhile, I ordered the descaling kit through ******, paid twice what Nespresso charge, but yes, Nespresso, YOU lost the sale and the potential customer. Also, I reported this business practice to ************************ as I feel that my consumer rights to my own private information have been infringed and violated. As a consumer, I have rights to what information to share and weather or not I want business to keep it. Nespresso USA thinks that I have no rights. Oh well...Nespresso USA
Date: 08/11/2022
Good Day *********, Thank you for your feedback regarding your contact experience with Nespresso. We are sorry to learn of the misinformation provided in regards to the ability to place an order without an account creation via phone orders. As all orders ship from our warehouse, this does require both billing and delivery address information to be supplied to ensure proper order fulfillment as is standard business practice for all retailers who process consumer shipped orders (i.e ******). Rest assured, as you did not set up an account with Nespresso, we do not have any of your personal information on file.Best, Nespresso *************Review fromRyan A
Date: 06/06/2022
1 starRyan A
Date: 06/06/2022
Horrible customer service. Be prepared for supervisors to lie to you. Reps are rude and unexperienced and sound increasingly robotic. Terrible company that sadly tries to post a great customer service experience when in reality it is nothing of the sort. They have good machines but they can be faulty. We had two machines sent to us and each of them made loud grinding noises not similar to The machine of the same model that my sister had. Return them for refund and they have us jumping through hoops just to get our money back. I regret ever going with this company.Nespresso USA
Date: 06/09/2022
Good Day ****, Thank you for contacting the Nespresso Club and providing us your value feedback. We value our customers and exceptional service is always our top priority; we are sorry to learn your experience hasnt embodied this thus far.Upon review of the account associated with the original machine purchase, your replacement machine provided on May 2nd was just dropped off with *** for return today, June 9th.As previously advised, once your machine return is received, an account refund will be processed.In addition, per your most recent order on June 7th, it seems you are a fan of the ********************** we have gone ahead and added 2 gratis sleeves to your account that can be added to your next order. We thank you for your patience, ****.Best, Nespresso *************Ryan A
Date: 06/23/2022
Very kind gesture.....if you actually had done so. Neither My account nor my sisters account have any free Stormio sleaves. I would now appreciate three for you lying to me.
Nespresso USA is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.