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Nespresso

United Kingdom

Consumer complaints and reviews about Nespresso

Greedyman Send email
 
Apr 5, 2018

Delivery Service

The next day delivery service for their Pods is very unreliable. So far I've waited 3 days for their next day service, and that's not during any specific busy season. It kind of makes a mockery of the use of "next day". When the delivery eventually arrives, regardless whether you ask for the delivery to be put in a safe place or not (in the event you can't be bothered to wait in for 3 days for the next day service), the couriers simply dump the package on your doorstep for everyone to see. The packaging shouts out to any would be passerby (thief or not) that you have Nespresso pods on your doorstep. Lets be honest Nespresso... when it comes down to it, there's nothing that beats traditional Italian coffee made the proper Italian way. So we use you for convenience. If your service lets you down then your whole ethos is pretty much empty. I'll go to the shops and buy some real coffee.
Sydney 2061 Send email
 
Apr 3, 2018

Nespresso Cashback 2018 - dishonest promotion

COMPLAINT SUBMITTED TO FAIR TRADING FOR DELIBERATELY MAKING IT DIFFICULT / IMPOSSIBLE TO CLAIM CASHBACK AND COFFEE CREDIT.
Nespresso is currently offering Cashback and Coffee credit to purchasers of various compatible coffee machines. They are running a deliberately deceptive promotion as they have made it very difficult for customers to make claims. After a lengthy process, I was finally able to get my $20 Cashback (most customers would have given up in the time it took). I have been trying to access the membership signup required to claim the Coffee Credit, but the online forms have the "Submit details" button BLOCKED. That is, the new member is able to enter all their details- but are not able to submit them. I have made several phone calls to technical support and customer support. They are very polite and promise to send emails and fix the problem. They send links that lead to the same page (that doesn't work (submit). And my recent contact has resulted in no email reply, (which was promised). It is abundantly clear that they are deliberately making this promotion not only difficult, but even impossible, for the customer to claim.
Sydney 2061 Send email
 
Apr 3, 2018

Nespresso Cashback (2018) - dishonest promotion

COMPLAINT SUBMITTED TO FAIR TRADING FOR DELIBERATELY MAKING IT DIFFICULT / IMPOSSIBLE TO CLAIM CASHBACK AND COFFEE CREDIT.
Nespresso is currently offering Cashback and Coffee credit to purchasers of various compatible coffee machines. They are running a deliberately deceptive promotion as they have made it very difficult for customers to make claims. After a lengthy process, I was finally able to get my $20 Cashback (most customers would have given up in the time it took). I have been trying to access the membership signup required to claim the Coffee Credit, but the online forms have the "Submit details" button BLOCKED. That is, the new member is able to enter all their details- but are not able to submit them. I have made several phone calls to technical support and customer support. They are very polite and promise to send emails and fix the problem. They send links that lead to the same page (that doesn't work (submit). And my recent contact has resulted in no email reply, (which was promised). It is abundantly clear that they are deliberately making this promotion not only difficult, but even impossible, for the customer to claim.
MargaretS123 Send email
 
May 16, 2017

Nespresso not working after 2 months

My son bought me a Nespresso machine at boardmans, brooklyn branch during dec 2016 as a present. It only worked for 2 months. He was in Uganda until end of apr. He took the machine back to boardmans and they refered him back to Nespresso co. I am a pensioner and went there as well and asked for help. The manager sent me back to contact you. He also said that Nespresso will deliver a new machine at my house. I feel the lack of communication between Nespresso and your suppliers is appalling and i want this situation rectified as I would like to enjoy the present that my son so thoughtfully bought for me!
Markylad Send email
 
Apr 25, 2017

Membership cancelled

I applied for the £60 credit promotion after registering my Nespresso Pro having paid £349 for it. Shortly after applying for the promotion i realised that i had submitted the wrong proof of postage. I had previously bought the Pro but it arrived damaged so had to be returned to the retailer. I was issued with a refund so that i could purchase one else where if i wanted to as they were unsure when they would receive new stock, but the company stated that they would keep my original order on hold until new stock arrived, this would alert them to let me know, if i then decided to buy another one from them they would re-submit my order after i had paid. I had an Amazon gift card so wanted to use that, so i waited.

A month later i received an email saying it was back in stock and if i wanted to go ahead with my order to contact them. I bought the new Pro and had it delivered. So when applying for the promotion i had uploaded my original receipt, realising my mistake i contacted customer service explained the mistake and was asked to re-submit my new receipt. After doing so, i heard nothing from Nespresso and eventually phoned them. I was informed that my membership had been closed due to a breach in their terms and conditions. I was informed that i had submitted two different receipts with different dates on them, but the order number was the same and as one receipt was outside of the promotion period and the second one was within the promotion period i must have doctered the receipt. I am absolutely disgusted that Nespresso came to this conclusion without even having the decency to contact me to query this. As my original order had been put on hold, waiting for the stock alert the second sale was automatically done on the original, hence why both receipts had the same order numbers on, this was hardly my fault!
rubyshoes Send email
 
Jun 30, 2016

Cashback claim stalled 7 weeks

Applied for cashback claim of $70 after buying a Nespresso Gran Maestria. Received an email stating my claim had been approved and claim would be transfered within 4 weeks.
4 weeks later; no cashback claim but I received a 2nd email with a 2nd reference claim ID# stating my claim had been approved and claim would be transfered within 4 weeks. I made many phone calls and was told the claim would be in my account in 7-10days.
2 weeks later no cashback claim. I made many phone calls and was told there is an IT issue and everyone is affected not just me and that it will be transfered.... no timeframe given. Then I received a 3rd email with a 3rd referene claim ID# stating my claim had been approved and claim would be transfered within 7-10days.....and so the cycle continues with me making many long phone calls leaving messages and being constantly placated and told its not fair this is happening but it will be fixed. 7 weeks later....no cashback received and to add insult to this the actual coffee machine had a faulty milk frother; after many calls I had to return the machine for replacement and had to chase, chase which took over 2 weeks to be told I was entitled to a replacement machine.
tuscana Send email
 
Mar 23, 2016

Cash Back Offer $100

Purchased a Nespresso Machine on 8 January 2016. Still waiting on my $100 Cash Back. Have contacted Nespresso on 4 x occasions to find out as to what has happened with my $100 Cash Back. Was told today 23 March 2016 that the cheque was posted on 18 March 2016 and would take 28 days to arrive from Sydney Australia. I find that very hard to believe that a letter would take 28 days to arrive from Sydney. I have grave concerns that this Company has any intention of honouring their cash-back offer.
Maryellen Send email
 
Jan 15, 2016

customer service

I thought my machine needed to be serviced after 3, 15 -20 minute phone calls and waiting days for a call back they finally told me the "Essenza" is not repairable! The worst customer service and inferior coffee makers. I will never do business with them again and recommend you think twice before sinking the money in to one of their machines. My machine was only 2 years old and used 5 times weekly and descaled on a regular basis. Shame on you Nespresso!!!!
jeyrn Send email
 
Dec 23, 2015

Horrible product

I purchased a nespresso latissimo espresso machine and have regretted the purchase ever since. We have had numerous issues with the device and I have spent countless hours on the phone with the service department trying to figure out the issues. We have also had to send the machine back twice with no resolve. The machine itself was also one of the higher priced machine and one would expect it to worked more efficiently. I am utterly disgusted by the product performance and the lack of the company to stand by their machine. It's a shame. I advise looking further into other products before purchasing from Nespresso.
tommmmmmmmmmm Send email
 
Apr 14, 2015

U Machine

My U machine has stopped making foam and i de-escalate as per intructions. The customer service people have no idea what im talking about . All i get is these cut and paste answers which have nothing to do with the problem. I will now throw out my U machine after only 9 months, what a shame. The customer service with Nespresso is by far the worst of all companies i have dealt with.
BEWARE - if u buy a machine from them and something goes wrong u are on your own....so sad.
Kate Roach Send email
 
Mar 5, 2015

Delivery of pods

I have spent far too much time trying to get satisfaction for a delviery gone awry/ After a lengthy wait on the phone trying to determine why I had not received it, I got someone who explained that I should have known they sometimes use UPS and sometimes Canada Post for delivery. No ryme nor reason to the decision from what I can gather. So they send my order to my post office box but via UPS who cannot deliver to a PO Box. So now I give them a physical address to re-send. It was suppose to arrive today but I contacted UPS with a tracking number and they tell me they have not recieved the package for shipping. So I called Nespresso. Talked to someone who says that she called UPS who say it was delviered today to my PO Box which cannot be because they do not delvier post office boxes. Her effors seemed to be getting nowhere so I asked to peak to a supervisor. There is no supervisor available I am told. The girl says they will open an investigation on my delivery. Meanwhile I have no coffee. She says they can arrange for me to pick up at a boutique (only 30 miles from here) which is not going to work for me.

I decided to go online and do a chat to se eif that would get me anywhere else. To no avail. When I asked for my delviery costs to be returned they say they are credited to my accouunt (meanign that I have to buy from Nespresso again to reclaim that money). I dont understand how it is acceptable for Nespresso to keep my moeny and not fulfill their obligations in the agreemment. Isnt that theft?? I am still onlkine (about 1.5 hours now rom the beginning of my phone call til now)nd am still told only tha thtey are refreshing my order and I will recove it Monday. How long must this go on?
rhysssss Send email
 
Feb 5, 2015

Poor Quality

Hi everyone,

I've come across this great new company based in Notting Hill, London. They sell delicious coffee that will fit in your Nespresso machines.

No more of that rubbish Nespresso coffee.

Check out their website https://www.crukafe.co.uk/products

Use BIKECRU for 20% off
Checkout Send email
 
Mar 6, 2014

Nespresso will not honour cashback deal

I bought a coffee machine with a $60 cashback offer if you send in the registration paperwork. I did so, and have been trying to get them to honour it for a year. Each time it's a different excuse (I will look into it/ it's not my department/we can't find your details, etc.). Today, they had the gall to refuse to issue a cheque because it was a 2013 offer!
Bill Patton Send email
 
Apr 12, 2013

Aeroccino milk frother

I love Nespresso coffee, but I've had four Aeroccino milk frothers "die", three just after the warranty expired. Great idea and it works well for a while, then stops. I have a few engineer friends so we took one apart hoping to repair it. But parts are sealed and it really isn't worth the time. It is planned obsolesce at its worst and a disappointment for this long time Nespresso customer. I've called Nespresso twice in the last week about my latest fatality. I'm told someone ill get back me, they haven't.
Lian-Tat Tan Send email
 
Apr 11, 2012

Nespresso

Does anyone know the address of Nespresso Headquarter? I am tired of dealing with the customer service in Australia. Their website is rubbish. Every country seems to have their own sites which are not linked. And don't get me started if you try to access their website with your phones or iPads. Good coffee but shame about the after-sale service.

Aeroccino broke down, had to post it to their service centre (boutiques won't take it in and send it for you). Two months on, no news. Contact via their stupid website, got a reply saying the replacement got sent back as address was wrong, they obviously did not read my instructions when I posted my aeroccino. I even changed my address to the correct one in the nespresso club profile (took me ages to find out how to do on their website). Nevermind, I gave them the correct address. Two days later, the replacement was sent but guess what? They sent it to the bloody first address again. Do they not read or learn from their mistake? I rang them up and the person on the other end was not much use either. He has no record of previous correspondence and all they have again is me with the same bloody wrong address!

I give up. Just have to live with hot coffee with cold milk. If someone has a contact to their headquarter, I would be most grateful. Not that it will be of much use judging from the comments on here.

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