Nespresso Australia Reviews 146

I had a fantastic experience at the Nespresso Miranda store. The staff expertly assisted me with my coffee machine issue and helped me choose the perfect coffee blend. Their service was outstanding, and I left completely satisfied. Highly recommended! Also all staff helpfully, great customer experience, Claire was exceptional 👏

Love the coffee ... but even better, bought the capsule holder that their machine sits on top of. Great build quality! best purchase. Thanks.

This is now the second time I have had to send my Citiz machine in for repairs in the 7 months since I purchased it. This time, the machine just doesn't turn on. Although it is going in for repairs (again), I don't really want the same maching back as it is obviosly faulty. I would have preferred a completely new machine by being able to exchange it directry from where I purchaed it. Pretty disapointed with the whole experience and I doubt I would purchase the machine again

If only they spent as much money on their administrative services as they do on their marketing. Every single time I’ve needed to chase up a delivery, or change an order there’s more red tape and obfuscation than there is to get a passport.
Trying to cancel the service, but two months later we are still on the phone with yet another dull, ill-informed employee who swears it’s all fixed, and yet

rang to enquire about the machine plus plans. Spoke to an overseas consultant who provided limited information and spoke much like she was following scripts rather than providing a personal experience. I asked to speak to a manager and was left on hold for 15 minutes without any success. The standard, my manager is in a meeting response is such a con. When the customer service was locally based in Australia, the member experience was personal, helpful and knowledgable. I do not recommend Nespresso customer service.

I ordered an Vertuo machine 2 weeks and a half ago for mothers day and I suppose to get it with in 3 business days , I received the 100 capsules ordered with it but not he machine , so I called Nespresso today they told me they doing know what happen and they assistance manger said she wants to check what happen with the machine because it suppose to be delivered with the capsules , any way I told her its not my problem what she will be doing with the delivery staff all I care about is I either get the machine before end of day Saturday or I need my money back . she agreed to give me refund but I shocking thing is it will take 15 business day to receive the money .
6:23 pm
this is not acceptable because I need money to buy another gift

he wants me to go to miranda store and collect the machine from that store , which I reject , because if I wanted to go there would've done it from the start I don't have to order online . so I told her if I go to miranda than I will get the better machine with the same price or I will get refund there .
but she refuse to give the money instore.

Nespresso is a horrific company to deal with. There is not a person in your own country you can speak to, most of the call centre barely speak English. This has been on going since the start of March, I have phoned 4 times been on the chat 4 times and been in-store and no one can sort a simple issue, despite this they are happy to continuously charge my credit card for a product I don’t have. If I wasn’t locked into an account I would never deal with this company again. I am in NZ not AUS but was not able to review NZ.

Nespresso Customer Service reps are not properly trained to be able to correctly advise and provide support to customers on the products they sell.
I rang Nespresso to enquire about purchasing a new milk frother and I was looking between the aeroccino 3 and aeroccino 4. I was interested with the A4 as it had more features, more durable than the A3 and good independent reviews. However, I was advised by one of their customer service reps, that the A4 is not compatible with my Citiz & Milk. Apparently there are 2 versions of the A4, the 1st released version which had/has the buttons on the base, which is quite clear this won't suit and is not compatible with my machine as this requires to use the separate power base with the buttons built in, that comes with the jug. However, the new 2nd version has the buttons on the bottom of the jug itself. On their website Nespresso display the 2nd version with the buttons on the jug, but over the phone the customer service person was trying to convince me that the A4 has the buttons on the base, they even checked with others in their team and tech support and they were adamant that the buttons were on the base not the jug. I didn't want the aeroccino 4 V1 due to having to use the extra base and extra power cord thus making the kitchen bench look messy. I found another post on Redit where a guy had pictures of a Citiz Platinum & Milk, a similar machine and built in milk frother combination as the Citiz & Milk, saying that the A4 is compatible as long as its the V2 and not the V1.
I tried telling the customer service rep this but they wouldn't accept nor agree with what I was telling them.
I told them that i will still go ahead with purchasing the A4 and if it proves it doesn't suit I will return it in exchange for the A3. Well today the aeroccino 4 arrived and it's the new version 2, with the controls on the bottom of the jug and yes, I can confirm its compatible and it works with my Citiz & Milk and uses the fixed power base on the coffee machine. I rang Nespresso and have informed them of this, about their own product and to pass on my feedback to management so that their customer service reps are properly trained and well equipped to advise about their own products, so that they don't misinform potential or existing customers.

Purchased Nespresso Vertuo Next in May 2023. Product stopped working in April 2024, with very little use. (it has 2 years warranty)
Called Nespresso, who asked me to video chat to prove it was faulty, including plugging into other power points and plugging other appliances in to prove power point worked.
They will not accept that I return it to the store of purchase.
They will not accept that I return it to a Nespresso store
The only way they will support, is if I supply packaging (purchase packaging as I don't have any) and take it to a post office to send it back for replacement.
They will not even send the replacement, so that I can use that packaging to return the faulty item.
So, Nespresso expect me to deal with a faulty item of theirs, spend more money to send it back by post and also Wait Wait Wait for a call and a replacement.
Keep in mind, I didn't buy online, I purchased from a store and am happy to return to a store......but this is not acceptable to Nespresso.
Avoid Nespresso if you can, because when you need service and warranty, you'll just get the run-around.

My experience with the repair process for my Nespresso VERTUO NEXT PREMIUM SOLO CLASSIC BLACK has been exasperating. Despite spending over three hours across five support calls and numerous chat sessions, I still haven't received a replacement. To add insult to injury, they sent the wrong item initially.

Dealing with Nespresso's support was a test of patience, involving redundant conversations with various representatives and no resolution in sight. The entire ordeal has been time-consuming and frustrating.

Be warned: if your Nespresso machine needs servicing, be prepared for a lengthy and cumbersome process. My machine has yet to be replaced, and the inefficiency of their support system is alarming. Consider this before purchasing if you expect reliable and prompt after-sales service.

Rang to see about getting w machines repaired was told as they were 4 years old they were out of warranty, which I knew. $240.00 per machine to geg a quote on each machine, and was told there is a very limited number of parts avaiable. 2 machines with a total cost of $1500.00 just 4 years old to be thrown out. I am no longer a Nespresso customer. Was one for 10 years.

Lovely coffee for the people of Chatswood. Bad luck everyone else.
I bought this machine because I could buy capsules online or at a boutique near me. A final selling point was that I could surrender the used capsules for recycling.
Unfortunately the Nespresso website was “out of date” and the local store “permanently closed” so mail order only and the pods are not accepted for recycling anywhere but in store ( not allowed in my council recycling) so realistically just expensive landfill.No same day delivery for NSWs second largest city- express post is also a useless option because usually take 4 to 10 days before my order is even acknowledged by their system, another random period before it’s dispatched, and the express bit is how long it takes once actually dispatched.
Machine works ok but not perfectly and you cannot rely on being able to get more pods before you run out. Gave up on special offers as invariably unavailable when actually ordered but you don’t get to find that out until after it fails to arrive.
I would tell you what I really think but I am worried children or nuns might be shocked.

Terrible service
I have been ordering Nespresso coffee machines and pods for almost 3 years Albeit sometimes the delivery time is more than the "Guaranteed" 1-3 business days usually 5-7
I ordered a machine for my work office $240 and again i was guaranteed 1-3 business days for the machine to arrive
One week later i called the service number only to be told it was on "back order" and it would be another 1-2 weeks before delivery? I was really disappointed and so i asked to cancel the order completely only to be told that i would then need to wait "15 business days" so 3 weeks for a refund -This is such Bad and totally unacceptable customer service to a long term loyal and "valued customer" (My usual spend would be around $300 a time or $2500 per year
I will never buy from Nespresso ever again and i will share my terrible experience with so many people
as i am in the customer service business myself
I may be a tiny fish in a very big pond but I'm out for good!

I wanted to order a $10 whisk for the milk frother. If ordered online I have to pay $9 delivery (almost as much as the part). The Nespresso website states that I could order online and have it delivered to my local Nespresso boutique. Great, I thought. Wrong! This is only for the machines themselves, not for spare parts. Why wouldn't they have the same service for parts? I rang and got someone from overseas who was clueless and not helpful. Really bad customer service.

We purchased a Vertuo machine in July (ish) 2021 from a retailer. When it failed to work after a few months we called the retailer who advised to go to Nespresso. No issue. Unfortunately the machine was faulty and was returned and replaced directly with Nespresso. That's when the "fun" started....

Four machines later, all faulty, and I had to quote the Australian Consumer Law stating I was entitled to a refund. They refused due to the initial one being purchased through the retailer. All I wanted was a statement showing all of the replacements we had been given, and the retailer was happy to refund.

Nope, not so easy. Nespresso refused to provide this to me and so I requested the transcripts so I could go to the office of fair trading. Now THAT process was a minefield to navigate, with resistance every where I went. Eventually I got the transcripts and then a phone call. They offered me a refund.

Why was this so difficult?

We will never recommend Nespresso and will happily provide our experience to anyone who asks. The final chap we spoke to was fabulous and was incredibly embarrassed. Come on Nespresso, up your game!

Tried to register Citiz machine online. It was a difficult process and the advertised promotion was BS. Sent another offer from NA but it wasn’t what was promised. The capsules are ridiculously priced and without said offer it’s not worth the drama. Just hope I don’t have any issues with the machine, reading the reviews. This is my second Breville purchase after the first (Breville Barista Pro) didn’t work out of the box. Had a terrible experience with The Good Guys AND Breville, both also have dodgey customer service. Wanted a replacement but would only refund my money. Big disappointment but so far like the machine.

Rang to report machine not working. Speng 45 mins going through diagnostics for the agent to advise the pump was no longer working and machine was to be replaced.

Rang support again to provide serial number and was told machine had to be shipped to their workshop for inspection and it would be 10-14 days before anything would be completes. So in the meantime i am without a coffee machine.

Extremely disappointed they would not offer a replacement machine especially given the one i have is only 5 months old. Will NEVER buy from Nespresso again.

Do not purchase a nespresso machine unless you can purchase compatible non-brand pods from Coles or Woolies. I ordered pods on NOVEMBER 10th! from Nespresso and have still not received them despite numerous emails, phone calls, etc. I even submitted a formal complaint and their response was to tell me to call the courier. I know stuff happens BUT this order was made almost six weeks ago, and my office has been out of pods for 4 weeks now. The machine works fine but it's just sitting there unused since there aren't any pods to put it. And the pods are not available in off-brand products at coles/woolworths. This is certainly one of the worst customer service experiences I have ever dealt with. Nespresso's attitude in practice seems to be "we couldn't care less".

Placed an order for 150 regular pods to take advantage of special promotion. I then tried to change the payment option after the order was processed. Unfortunately, for me I redid another order as per the original order. I rang the Nespresso customer service within 10 minutes of placing the first order to cancel it.
I spoke with an Asian speaking woman who advised me she could not cancel the order as it had been processed and could only be cancelled once I had received the despatch notification. Received the despatch notification the next morning and quickly rang
the customer service and after 10 minutes of explaining why I wanted to cancel the order (another Asian woman) I was told she would cancel the order and a refund would be forthcoming (only time will tell). I can’t believe that within 10 minutes of placing an order you can’t cancel?
Not impressed as I have used their pods for 15 years.
Price is now very expensive and there are pods in the supermarkets that are cheaper and nearly as good as Nespresso.

WORST CUSTOMER SERVICE EVER- THEY ARE ABSOLUTELY USELESS- 27 min on the phone to india & still couldnt correct an address change