ComplaintsforNespresso USA

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Nespresso Vertuo Next that I purchased on 11/24/22 suddenly stopped working. I spent an hour with customer service on video chat troubleshooting (customer service was good) and determined it is this elusive laser reader. My machine is 17 months old and out of warranty. They offered a 35% discount on a new one (more expensive than going to target to get one, so not really an offer) or a ***** repair. Upon researching my options, I realize that there are countless threads on various platforms complaining about this ************** flaw and that Nespresso has done nothing to resolve it. I am hoping that by adding my complaint to the probable large pile that you have will encourage Nespresso to NOT do this to other unsuspecting buyers.

  Business response

  04/18/2024

  Good Day ****,
  

  Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction and you were not satisfied with the options provided. We apologize for any inconvenience.
  

  One of our supervisors from our ************* Team will be reaching out to discuss shortly.
  

  Best,
  

  Nespresso *************

  Customer response

  04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a Vertuo *********** coffee maker for Christmas as a gift. The machine has leaked from the water tank multiple times, once ruining a laminate counter top, which now has to be replaced. I chatted via their website but was unable to join a video call so it was recommended I call back when I could join a video call. I called back and spoke with a rather disinterested representative who sent me a link to join a video call, which is ridiculous and feels like the company thinks everyone is out to dupe them, I showed her the ruined counter top, which was "not her concern", I did not ask for compensation, the counter top is my issue. She then had me fill the water tank and show her via video where it was leaking, I could not replicate the leak while on the phone, she said she'd call me back in one hour and to place a paper towel under the machine so I could "prove" it leaks. She never returned the call. I once again went to their chat feature which said it was available but no one every responded once I entered my information. For the price and supposed reputation of Nespresso you would think they would have better customer service. I want my machine replaced with one that does not leak, and based on an internet search the model I was gifted has a known problem, I do not want anything other than a coffee maker that does not leak and ruin my counter tops and apparently that would be any model other than the Vertuo Next.

  Business response

  04/16/2024

  Good Day ****,

  
  Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction, and we apologize for any inconvenience.
  One of our supervisors from our ************* Team will be reaching out to discuss shortly.

  
  Best,
  Nespresso *************

  Customer response

  04/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing a complaint about poor product quality and Nespresso's unwillingness to work with me on resolving my dissatisfaction around product quality and money spent. In 2021 I purchased my first Nespresso Vertuo Next Machine ($180). For a few months I was happy with my purchase so gifted 2 machines to family members ($360+). I have a nespresso account and purchased all pods through Nespresso site to date (>$400). All machines are used on an occasional basis (not daily) as a supplement to a drip coffee machine. Each machine only lasted ***** months with recommended care-descaling, cleaning, removing pods. All machines developed leaking from the bottom, blinking orange light, unable to brew. I contacted nespresso and was provided trouble shooting support. I followed instructions on my machine, improved for 1 week then problems resumed. After multiple attempts to do the same, the machine was un-usable. The same process was completed for all machines but failed to resolve the issue. I purchased another machine- Vertuo Pop ($130) which brewed 2 cups of coffee and immediately experienced the same issues so was promptly returned to the store for reimbursement. Today, I called Nespresso to ask for assistance with perhaps purchasing another machine that has better durability and functionality and request discount due to all money spent to date. The customer service agent told me to clean machines appropriately and donate all the leftover vertuo capsules (>$200 worth) if I do not want to buy another machine. They would not provide any assistance or discounts. I fine the quality of product is poor, customer service is abysmal and ********************** should stand by their products.

  Business response

  04/02/2024

  Good Day ********,

  Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction, and we apologize for any inconvenience.
  

  One of our supervisors from our ************* Team will be reaching out to discuss shortly.
  

  Best,
  

  Nespresso *************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased the machine in March 2021. As from the beginning, we already had issues with this machine as it kept blinking yellow lights and got stuck to start brewing. Nespresso had to exchange the machine in April. However, we had always felt the coffee brewed by the machine didnt tasted as good as the brand claimed to be. As we dont have another Nespresso vertuo machine, we had no comparison to tell the reason. Over the years, with this malfunctioning machine, we have spend over 400 dollars in purchasing the machine and pods in total. Until recently, we had a second vertuo machine in the office. Even by brewing the same pod, the new machine performs dramatically different than this machine. The new vertuo machine will spin from the beginning to near the end of the cycle and the coffee brewed had lots of crema. Now we discovered the reason is that the old machine halted spinning at the middle of the cycle. This caused the coffee to taste watery and lack of crema. I reached out to Nespresso customer service on 3/22 and did the video trouble shooting with the service representative. However, the company representative insisted that this machine functions normally based on 2 videos I shot and even though I had used another machine and could tell the difference and reason to its malfunction. The product and service quality are unacceptable. Nespresso needs to take necessary action to evaluate the quality of Vertuo Next line of products and provide remedies to the customers who have been impacted by its defective products over the years.

  Business response

  03/25/2024

  Good Day ********
  

  Thank you for contacting Nespresso. We understand your machine is not working to your satisfaction, and we apologize for any inconvenience.
  

  One of our supervisors from our ************* Team will be reaching out to discuss shortly.
  

  Best,
  

  Nespresso *************

• Initial Complaint

  03/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to request a replacement for my Nespresso machine .Unfortunately, after troubleshooting, my coffee is not brewing properly.Given the malfunction and potential long-term issues, I kindly request a replacement machine instead of a repair at no additional cost.

  Business response

  03/20/2024

  Good Day ******,

  Thank you for contacting the Nespresso club. We are sorry to learn of any trouble experienced with your Vertuo Next Machine. Upon review of your account, it appears your issue has since been addressed and resolved however, one of our supervisors will be reaching out to you directly to confirm. We look forward to speaking with you.

  Best, Nespresso Customer Care
  

  
  

• Initial Complaint

  02/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Several times I have tried to place an online order with my account **********. The system tells me to click a box to accept conditions but there is no such box. Then via online chat I am given "several work-arounds" that makes things worse. When I try to add payment back it tells me that I have entered the security code incorrectly five times. However in the past when I chose paypal the payment went through and Nespresso avoids credit card fees which leads me to believe this is fraudulent since no action has been taken to fix their system.

  Business response

  02/22/2024

  Good Day ******-
  
  We are sorry to hear about your challenges that have been faced with placing an online order.  We do not have any website nor payments challenges. The device, the internet browser and any security restrictions placed on the personal device may all affect the outcome.  We do see that an order was placed yesterday online successfully.  If the challenge persists we recommend to clear cache/cookies, reinstall the app, possibly delete the PayPal information and resubmit, and finally try different web browsers.  We are here for support so please call if any additional assistance is needed.
  
  Best, 
  Nespresso *************

  Customer response

  02/26/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  If you ****** this problem, there are entire internet threads about this issue and the e-mail clearly states that Nespresso is ignorant to the issue.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Until you have researched the multiple online threads and actually admit there is a problem, this is here.

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business response

  03/01/2024

  Good Day ******-
  
  Thank you for your follow up.  We have attempted to reach you on 02/27 at 5:00 pm est. and also 03/01 at 1:48 pm est. but have been unsuccessful.  On both occasions we have left a detailed voicemail along with a direct line of communication.  If you still need assistance and/or would like to discuss further details, please reach out.  Our team is available Monday-Friday 9:30 AM est-4:30 PM est.  We look forward to speaking with you.
  
  Best, 
  Nespresso *************

• Initial Complaint

  02/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My Nespresso order never arrived, got half of my order (the pod) but the order half of it (the actual coffee machine) never arrived. They straight ********* to refund me.

  Business response

  02/16/2024

  Good Day ******,
  

  Thank you for contacting the Nespresso Club. We are sorry to learn of any trouble experienced receiving your order.
  

  Per the conversation you had with one of our ************* Supervisors, since *** was able to provide photo proof of delivery of your order on January 25th & 26th, 2024, we will only be able to provide a one-time exception for a replacement to a *** access point for pickup and a refund will not be applicable. 

  Thank you for your understanding and should you need require further assistance, please do not hesitate to contact us at our toll-free number ****************** hours a day, 7 days a week.
  
  Thank you for choosing Nespresso, ******.
  

  Best, 
  Nespresso ************* 

  Customer response

  02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  The process was very lengthy and having shipped that one order on two different shipments, I had received over $100 worth of pods the day prior for a machine I never received so we went and bought another one on marketplace. I believe for a customer of over 15 years (***** + LA) the least you could do is spare the hassle of getting a replacement and having to sell it on my own. Especially when you well know I'll be ordering pods for the next decade. I've never had issues with any of my orders so as a one time courtesy the right thing to do is to refund. Thank you

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Customer response

  02/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I will not have any use of a replacement as I had to buy another one to use the pods that I did receive the day before. I don't need two machines. What I did need was for your carrier to get a signature from me upon delivery which was never given. This is your liability not mine.  They easily could have taken a photo and left with the package and this is probably why it is not here. I should not be liable for mistakes your carrier makes and you should take way better care of your customers of over 15 years giving you business. This is not up to a proper company standards. Offering me a machine to keep our money for a product I never received when I expressively said I already got another one is shameful behavior for a company this size.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business response

  03/01/2024

  Club member ***********************, acct #*******, has since submitted a chargeback claim with his bank for the complete order including the coffee he confirmed receipt of. 
  

  This case can be deemed closed as Nespresso will not be issuing any refunds, credits or replacements associated with the disputed order. 

  Best, 
  

  Nespresso Customer Care 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a coupon by email from Nespresso stating Receive a set of glass mugs with your next order of 5+ sleeves. I printed the email and brought it to the Nespresso boutique at ********* Mall in ****** ************ purchased 5 sleeves and was told by the sales agent that Nespresso would ship the glass mugs to me. After a week, I went back to the Nespresso store to find out when the mugs would arrive at my house. I was told that Nespresso would not honor this coupon because there were other prerequisites (not disclosed on the coupon) including redeeming a different coupon for a lesser reward after purchasing 7 sleeves. I called **************** and they also refused to honor the coupon on the face of its terms, also claiming undisclosed prerequisites. A deceptive practice designed to induce the purchase of more sleeves of coffee pods.

  Customer response

  02/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Nespresso machine stopped working sometime between 01/08-12/2024. I've only used pods purchased directly from Nespresso, and I rinse and descale my machine at the recommended intervals. The machine initially sounds like it is functioning after pressing brew, but then times out after ~10sec, blinks orange twice, and returns to steady white. I wasted 6 pods trying to troubleshoot, and spent time wiping down, descaling, and re-setting my machine only to continue having the same outcome. After trying to troubleshoot on my own for a few weeks, I called customer support. They initiated a video chat and observed the machine as I troubleshooted per their guidance, which was very time consuming. After video chatting with customer support through several cleaning cycles, wipe downs, and sticking paper clips in the machine, the machine continued to timeout and blink orange twice. The support woman then confirmed the issue was legitimate, and said the laser that reads the pod barcode is defective. She then, after having been on the phone for 42 minutes, said my machine is out of warranty and asked whether I would like to receive a 35% discount to purchase a new machine OR pay $69 to send in my machine for repair of the laser. This came as a shock to me because I had previously read on the Nespresso website all model comes with 2 years warranty. I shared this with the support person, but she said that is not correct and the warranty is 1 year from date of purchase. This machine was purchased for $229.99 on 12/20/2022 as a gift for me. I first unboxed, turned on, and registered the machine with Nespresso on 01/14/2023. The call with customer support occurred on 02/07/2024. This is a costly purchase and I am disappointed in the lack of empathy and respect for customers. The issue is a defective internal part of the machine, yet the companys solution is to offer me a discount to purchase a new machine, not to mention my 9 unopened boxes of pods, which cost more than $150.

  Business response

  02/26/2024

  Good Day ******, 
  
  Thank you for contacting the Nespresso Club. We are sorry to learn of the trouble you have experienced with your Vertuo Next machine.
  
  After review of the attachments you provided, it appears the Nespresso website you visited was not a US market as the phone number listed is an international number. Please see pictures provided for your reference.   
  
  We do strive in customer satisfaction and therefore, I am pleased to see that on 2/20/24 the machine was replaced so you can continue to enjoy your favorite Nespresso Coffees.                                                                                 

  ******, should you require additional assistance, please do not hesitate to contact us at our toll-free number ****************** hours a day, 7 days a week.                                                                                                                                                                                                                                                            
  Best,
  
  Nespresso Customer Care

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Mine special machine broke on January 28, ****. I had to go through extensive technical, troubleshooting steps with Nespresso customer service, but after that, they declared my machine broken and offered me a discount to order a replacement. The replacement arrived 4 to 5 days later, and was broken, with a visible dent in the side of the box. When I tried to use the machine, it made terrible noises and wouldnt put out any coffee. Again, I had to go through several excruciatingly, painful, troubleshooting steps with customer service. When I finally asked if I could just send it back and get a working machine, I was told no. I was told I could not speak to a supervisor until I went through all the steps. Needless to Say , I refused to continue with that person and was transferred to a supervisor named ****. **** was ****** apologetic and sounded very sincere. As she told me she would get another machine sent out to me right away, priority. As of today I still dont have that machine. When I called up to ask about it, I was told to wait. When I demanded to speak to a supervisor yesterday, I spoke to **** again, and she told me she was personally going to make sure it got sent to me. When I asked her how she was going to make sure she got very defensive and changed her entire demeanor towards me, almost as though I had become an inconvenience for asking how she would check up on the shipping. She finally told me she had no way to actually check up on the shipping, but was going to send an email to them. When I asked what the email would say, again , she became unable to give me an answer. At this point, I realized what I was dealing with and decided it wasnt worth my time anymore. I am still waiting for a working Nespresso machine.

  Business response

  02/09/2024

  Good day ****,
   
  Thank you for contacting the Nespresso club. We are sorry to learn of the trouble with you've encountered regarding your Evoluo Machine.
  A supervisor from our Machine Troubleshooting team will be in touch shortly to assist.
  We look forward to speaking to you soon.
   
  Best, 
  Nespresso Customer Care
  
  

  Customer response

  02/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩