Nespresso Australia Reviews 146

I had bad customer service today over the phone with a couple of ladies. We tried to trouble shoot the machine but after many failed attempts, I asked if I can have a replacement or have it fixed. She refused and said “no, we have to keep trying more before we can even consider that option such as watching a tutorial video on trouble shooting or put all the milk frothing parts into boiling water. After explaining that I had problems with the machine in the past and had not had it for more than 12 months I would like a replacement as it’s still under warranty; she still refused. I’m so unhappy with the way they handle these types of issues with customers. After paying $400 for this machine this is the type of service I get. I would not recommend their products to anyone.

I went to the Chadstone stone store on Saturday 16th Jan to buy some capsules and had a lovely young man serve us. We ended up buying for couple of 100 dollars. As soon as we paid the server went to get a bigger bag for us and while we were waiting the lady manager was keen in getting rid of us and wanted us to leave before our product was packed and was rude and insistent we go and stand in the corner or outside. All they want is to get the money and kick us of, no customer service or common etiquette. Terrible service!

BUYER BEWARE!! I purchased a Nespresso Lattissima One to be able to make coffees at home but that is far from what this machine makes. This machine makes approximately 1/4 of a cup of coffee and 3/4 of a cup of froth. So if you are after a machine that makes coffee flavoured babyccinos then this is the machine for you, if you are after a coffee machine that actually makes a cup of coffee then DO NOT BUY.
I have contacted Nespresso already regarding this and the response I received was that this is a Cappuccino machine that's why there is a lot of froth, if the machine actually made a cappuccino I would be more than happy but to get literally 2 or three sips of coffee and 3/4 a cup of froth is totally unacceptable for a coffee machine. They also said to try a different type of milk which I have also gone and done (I have tried about 4 or 5 different milks with the same result)
To actually be able to make a coffee I need to make the coffee as normal then scoop out all the froth, then start that process again and scoop out the froth again, then in a separate cup repeat that process then combine the 2 cups of coffee together to actually be able to get nearly a decent cup of coffee, so unless you have the patience and a good 10 minutes up your sleeve to do this every time you want a coffee then I suggest you don't purchase this machine.
Every time I make a visitor a coffee at my house the comments I receive are "WOW, that's a lot of froth" or "That's way too much effort for a push button coffee machine" or "That looks like a pain" and I always make sure to tell them NEVER to buy a Nespresso machine because this is what you get and I don't want any of my family or friends making the same mistake I did with buying this machine.
This has turned me off ever buying another Nespresso product and I am very disappointed with the responses I have received regarding the performance of this machine.

Unfortunately I had to give a one star rating because there was nothing less.

I went to Nespresso's Chatswood Chase (Sydney) retail shop at 9.10am this morning (Saturday, 19 December 2020) to purchase 24 sleeves of coffee capsules. There were only 4 customers in the store, and I was the 4th customer. There were 7 staff, including the Supervisor. 3 of the staff were serving the 3 customers in front of me. I waited for almost 10 minutes to be served, while the remaining 4 staff, including the Store Supervisor were standing idly by. When I complained to the Supervisor about the slowness in service, she replied, "Well, it's Christmas." For goodness sake, there were only 4 customers in the store, and she could not get herself or another of her staff to go behind one of the unused cash registers to assist with the remaining customer. Fancy what the level of service would be like after COVID-19, with more customers or potential customers walking into her store!

I ordered 250 capsules on 13/12 and paid a delivery fee of $9 for 3hr delivery by a company called Zoom2u. I rang this morning 24 hrs after order was placed to complain that my coffee still had not been delivered. Very little satisfaction. We will send you 2 free coffee sleeves.Really? Is this how you treat your long term customers. Not good enough Nespresso. Don't mess with a woman who hasn't had coffee!!! Still waiting!

Nespresso since when is cash not accepted legal tender why do Nespresso continually discriminate against people who only have cash no cards at all

These guys are useless and take zero responsibility for anything. We purchased a new machine a year ago. At the time they had a special promo that included $70 coffee credit. This was ordered and never sent.
The Nespresso rep in store was very nice and at the time told us that he placed our order and set up our coffee club account. He said we would receive an email about the new account. He mentioned that the service team would be in touch for the $2 balance for the order. When we questioned that he said that It was because the $70 didn’t exactly match the cost of pods and delivery. Ok. We wondered why they wouldn’t just send an order slightly below the $70 but apparently they don’t do this.
So we just went with that.
And were keen to just pay the $2 then and there, which he said he couldn’t do. We were also told that as it was near Xmas that the order might take a while. That was it. So no real understanding of how the account or coffee club worked. Just wait for the delivery and an email.
So we waited and then come January this year when the order hadn’t arrived we called the store we bought the machine from asking what we needed to do to check on the order. They said we would have to talk to the rep in store but he was only in on weekends and not all weekends and they couldn’t give us his number.
We went to the store a few times - the same guy either wasn’t there or no rep was there.this took six months.
We tried again in late Aug this year and finally caught up with him in store. He appologised and gave the 1300 customer service number for Nespresso.
That day we called the number and the lady was friendly enough . She checked our order and could see that one of their reps had made a call to us in Dec last year but no one picked up or returned the call. That was it. So they let the order expire. No email, No message , no second call, nothing. She mentioned that she would need to check something with their back end to see if she could reinstate the order and call me back. At the time I asked her to change the the phone number on our account to mine , rather than my partner’s. She never called back either of us.
I called again today and a different guy answers and says the order expired and they won’t reinstate it as the system won’t let them . He offered a goodwill offer of 50 pods if I bought 50. We were supposed to receive 50 pods in the first place.
I complained as the expiry of the order was their fault not ours as they gave us no instruction , sent no email and didn’t try to reach us again and asked him to put me on to someone higher. He went to speak to his manager . Came back with same answer. I said ok then, send me the offer in an email then. He said I could only access if I rang to place an order and it would be a note on our account.
I then , once again tried to log in to our account and received the same notification as before - email address not recognised - even though the rep and service centre guy said we have an account using this email address,
Fuming. Will not be buy their pods or products ever again

a joke - machine broken and leaking like crazy after less than a month i bought. refused to refund. already lodged a complaint to ACCC

I ordered for 9 original and 3 vertuo sleeves, paid with cash + credit. But I only got 2 of the vertuo sleeves. I called and was told that they can't fulfill the order because that sleeve is out of stock. I asked for a refund but they refused and have added a credit to my account instead. I insisted for money back to my card but was refused. I don't need additional credit cause our monthly subscription is more than enough for us.

Pathetic customer service.
Bought an Essenza mini in september and chose it over another product as it had a $40 Pod promotion on it valid for a limited time (Fair enough)

Made 3 attempts to claim my promotion, and all three instances the lilnk timed out. Customer service frigidly told me to try again in 24 hours.

Rang cust service today and a lady bluntly told me she couldnt help as "There were no reports of the link being non functional" DIdnt even offer to try something else.

As much as I love Nespresso coffe will not be touching it again and have reported them to the Ombudsman and advised every coffee lover I know of this unnacceptable service !!

Disgusting service and poor machinery!
I bought a Vertuo machine in December last year and my February the damn thing broke completely. Never fear, Nespresso told me to send it to the repair centre and all would be well. DEFINITELY not the case. After waiting for 2 months without a coffee machine and several unanswered phone calls and an actual visit to the repair centre who said they never even got my machine, the careless team at Nespresso informed me that they must have lost my machine.
Good news though, they would replace it.
The replacement comes and we thought all was well but nope, the new machine now has an unfixable error that no one from the team can seem to fix. So guess what....I have to send it to the repair centre AGAIN! After considering this I decided I didn’t want to go without my expensive machine again and called the team once again and requested a replacement as the machine is clearly faulty
I called FIVE TIMES over the course of 9 days after being told it would be just 1-2 days before someone would call me back with no response.
Finally today I manage to get a manager who was so rude on the phone and told me a replacement wouldn’t be possible.
I am done with Nespresso. I get no new machine, no offer of any kind of compensation for my months of troubles and no offer for a refund. I’ve spent more money on coffee than ever before just waiting for the damn thing to get fixed.

DO NOT EVER SHOP WITH NESPRESSO.

I was happy with my Nespresso Vertuo Plus machine until it started leaking repeatedly all over the bench and when I contacted Nespresso Australia was told that "Repairs can take anywhere between 3-5 weeks to be delivered, seen to repaired and returned." Nespresso's view was that this was "not considered a lengthy time period" and that a lengthy time period would be "6 months". Nespresso refused my request for a replacement under the Australian Consumer Law.

Going without coffee for 3-5 weeks after purchasing a machine only a year ago is not reasonable, especially given the premium product expectations associated with Nespresso.

I would never have purchased a Nespresso machine if I had known it would fail so quickly and Nespresso would refuse to replace it.

This company sucks, still waiting for a refund after 7 weeks, avoid at all costs

So I have a Vertuo machine which I love. I recently moved house and all of a sudden my orders are extremely late or do not arrive at all. I sent an email to the "customer service experts" and got a very apologetic email saying they will give me two free sleeves which I accepted but advised that my pods still had not arrived. I checked tracking yesterday, nothing, checked this morning and it shows it has been returned to sender, incorrect address! I rang "customer service" and the "Karen" I spoke to told me not their fault, its the courier! When I explained it was the courier they use, not my choice so in the end it is totally their fault she became a bit combative. When I Karened the Karen and asked to speak with a supervisor I was told she could not do that and it could be escalated but it will take 2 to 3 days for them to get back to me (obviously lots of complaints).I then came up with a solution, I can pick up from a store, not allowed. I was given two options, order gets resent and that will "hopefully" be there in two to 3 days or I can cancel and get my money back which will take 10 dog years to be returned! No offer of popping it over express post for no extra cost due to this being Nespresso's fault! So I want my coffee obviously and thats my choice. Geez they are pus at customer service!

I have three machines. Each one packs up every twelve months or so, The Nespresso service center couldn't care less. The cost of repairs is more than the value of the machines - not to mention the time and effort in organizing couriers and so forth with uncaring disinterested Nespresso service people.

I'm of a mind now to throw all three machines in the skip and buy something that is reliable, works and is serviced and supported by people who actually care about their product.

Does anyone else simply dread calling customer service these days? Gone are the days of actual customer service or even attempting to be helpful. The ombudsman is a great reference point to start at when you’re ready to take on these big companies that try to blow you off.

Machine started leaking after about 6 months.
Call 1. - buy descaler run it through the machine
Call 2.- descaler doesn’t always work, do it with water a couple of times
Call3. - repeat instructions from call 1&3.
Call 4.- machine leaking all they offer is a repair which requires me to drive to the Post Office and mail wait 3-4 weeks for repair. For the same for when it’s easy to be picked up. Not good enough, I’d like to find another solution, perhaps send me a loan machine while mine is being repaired, told ‘we don’t have loan machines’ I get hung up on.
Call 5.- disconnected again.
Call 6.- called the place we bought it from (Costco)and asked about refund/ replace etc.
we can return it for a refund and purchase a new one ( store is 6 hour return drive)
Call 7.- called Nespresso again and repeated call 4 chit chat asked for a replacement machine. Lady was not particularly pleasant but she was less awful than Call 3. Supervisor said they don’t have any loan machines at the moment and will replace the machine.
I requested new descaler packs or refund for the ones we used in order to find resolution. Told no. Supervisor will call in a few days to discuss it as her supervisor couldn’t authorize it.

Will wait to see what call 8 looks like cause we all know that supervisor ain’t going to call me back right.

UPDATE-

New machine arrived in 2 days. Its a little odd, its factory taped and sealed however the box shows 12 sample pods that should have been with the new machine which were not and the instruction manual is different to the original one even though its the same machine.
Call 8-well that call never came so i called them. I was placed on hold for 21 minutes while the customer service representative spoke to his supervisor. unfortunately i need to wait the allocated 4-5 days for a call back with a resolution, i gently reminded the chap that it had been 5 days since my initial request for a resolution. Got the same lines that I got from the other calls & was also firmly told that it had only been 4 days..... I said it has been 5 business days. He was getting a little short tempered with me as i insisted it was 5 business days. He said" it was a long weekend" queens birthday. I responded " no it was not" he insisted it was a long weekend on the monday. I asked " what country do you think i am calling from?"

Needless to say it was a long weekend in New Zealand and I live in Australia. Again he insisted that he works in auckland and I should wait the allocated 4-5 days.

So folks remember to check your international public holiday calendar before calling nespresso.

So they posted a "personalised offer" linked to my wife's membership which expired on 29th March. Can't go to their boutique stores as they are closed due to COVID-19 so try online through my wife's membership (on the 29th March) & no offer anywhere to be seen. Ring customer service & told that the offer has been removed a few days ago because it was too popular...Really? I thought this was a "personalised offer". Why have an expiry date on an offer you cannot honour?? Deceitful advertising.....

Wow they send out an offer then when we call to redeem it they advise that they ran out of the extra sleeve ? How does that happen rude and dismissive

Customer service operators are rude.

Yelling at their customers

I'm disappointed that a company such as Nespresso should be taking advantage of the currrent situation with self-isolation and the Corona Virus. I received a special offer through the post and went online to order only to find that the company had withdrawn the offer due to high demand. Taking advantage of people's misfortune to increase profits is far from honourable... Shame on you Nespresso.