Nespresso Australia Anmeldelser 145

Your service is appalling.
Firstly you locked me out of my nespresso account for no reason without telling me. i have chased this up countless times but no one can help me, give me a reason why or even unlock my account.
Secondly last year I did an order, Nespresso took my money but somehow lost my order as it wasn't in the system, so no product actually arrived. again I had to chase this up countless times but because there was no order in the system it was virtually impossible to get a refund. Doesn't help there is no email address to send my proof that I did an order.
you have lost me as a customer now.

The 'service' (sic) provided by this company is a joke. Our one year old machine started screaming at us two weeks ago. 6 'chats' and a wasted hour later. "Send us a video". So I did - no response. Each 'agent/coffee specialist" LOL made me start from scratch and told me to descale (again). Must be a script.
Now they want me to send the machine to them before they replace it. 3-6 business days from receipt. Maybe.
They are "an inbound call service (sic) only". No-one can or will call you back. You have to contact them again through chat to get a complaint form.
Time for a new company and supermarket coffee. They won't give a s*** about me either, but at least they're upfront about it.

They charge people for fast delivery then do not bother to send the order, it is always a guess if the expensive same day service will actually be sent on the same day, I have been left without pods over and over again. This time, a friend ordered a WEEK ago for express to be here for my birthday....surprise surprise, it still has not left the warehouse and my bday is tomorrow......I am so sick of the crappy service, after two years of this I am going to dump my Nespresso machine and go with a company that is reliable and true to their word.

After many years as a customer of Nespresso ( either at one of their boutiques or via subscription) it’s time to say goodbye.
Weeks of trying to get a credit returned to me have,so far, come to nothing, and I have no confidence I’ll ever get that credit.
Misinformation has been the recurring theme.
I feel Nespresso no longer values their customer and given their product is the most expensive in the market that is disappointing.

If I could give a zero star review I would. The "Coffee Specialists" have zero Customer Service skills & Kiki even hang up on me. The managers are obviously too important to talk to a mere customers even long term ones. While I like the coffee pods I will never purchase Nestle/Nespresso products again. I am absolutely disgusted with the treatment I received for something simple that could have been resolved so easily.

The service is poor and there is clearly a fault with the descaling mode. The staff are like robots reading of a script. The machine won't exit sailing mode and to fix it, it has to be sent away for 2 to 3 weeks. However I have seen someone go through this same process for the machine just to be replaced. This service is not good enough if it is to do with programming surely there is a way where someone with actual knowledge can fix this over the phone. Clearly there is a glitch in the descale mode which needs to be fixed. I do not want to go through a 2 to 3 months process which is the truth on how long it takes. To end up being in the same position down the track.

All I can say is I agree with. others that the instore service is terrible. Warringah Mall used to be staff by well mannered obliging staff. Yesterday served by someone with a North American accent who could not have cared whether coffee was bought or not. Nespresso there are other 'players' in the market now perhaps you should look at lifting your game to compete with the supermarket varieties (including your 'sub' label Starbucks. Why go into a shop where staff are unpleasant when you can just buy Nespresso Starbucks from the supermarket???

After many attempt to get my nespresso Machine fixed I get it return without a descaler the panel is held in. Nespresso equal zero service zero understanding and zero purchases from now on. Such a disappointing customer service experience. NESPRESSO USED TO EQUAL GREAT MACHINES GREAT COFFEE AND GREAT SERVICE THAT WAS OVERPRICED. NOW JUST OVERPRICED.AVOID AT ALL COST

"....All coffee specialists are serving other customers" and have been for the 15 minutes before writing this review. My in store pickup has "been lost". The store were quite pleasant, and offered a coffee, but a wasted trip.

I have been a Nespresso member for about 5 years total. The coffee has always been great, but customer service has been sliding, slowly. Culminating in an absolute lack of effort at all.

The purpose of this review, if anyone reads it, is to ensure you know that the once elite standing, that came with owning and using Nespresso has gone, and you are no longer a member of the illustrious Nespresso club, but simply another customer number or dollar amount.
For the sake of this, there are equally good programs, coffees and machines available that are far less expensive. Do yourself the favour and check them out.

Tried to claim $40 coffee redemption from Nespresso after buying machine online from Harvey Norman, talked to 3 different people at Nespresso and just got stuffed around last one kept me on hold ended up giving up after 20 mins

Some of the worst customer service ever experienced. I finally caved and joined their subscription offer after purchasing a new machine - $50 off the first and sixth months on a $50 plan. Advertising stated that I would not be charged the $50 for the first month on sign up, but of course I was. I contacted customer service straight away and they guaranteed a refund.
Then silence.
I chased again via chat and they confirmed it had gone to the 'finance' team for processing. They would follow up and confirm via email.
Silence again.
I called and spoke to someone. She was lovely on the phone, confirmed the finance story and promised to investigate personally. She would call me in a few days to double check that the funds had hit my account.
Silence.
Chat again and this time they offered me a credit on my account. I confirmed that I didn't want credit, I clearly wanted a refund as funds were taken from my account incorrectly. They said they would have to speak to their manager and would email me later that day.
Email came through... weird messaging that they'd done me a great service by adding the credit to my account and how happy I should be that they'd sorted it all out for me.
My response:
Thank you for honouring your word and coming back to me in the agreed timeframe.
As outlined earlier today, I did not want a credit on my account, I wanted a refund after you incorrectly took funds from my credit card. I think, especially in current times when people are out of work in NSW and require money in their accounts rather than 'credit' at companies, withholding funds like this is unacceptable behaviour.
I have used the credit and cancelled my subscription as I do not trust that the agreed terms will be upheld on your end moving forward. I also no longer feel that Nespresso is a company true to their principles of integrity, honesty and respect and will be taking my business elsewhere. This is unfortunate, given that I have been a member with you since 2014.
Thank you Taylor for your assistance and I hope that your experience working at this company is a better one that I have had as a customer.

Never did I expect 'scam' like behaviour from a global, high profile company such as this.

I owned a Nespresso machine for a year and tried a range of pods. The coffee is just...ok. I think you get better from instant coffee.
For me the fact George Clooney is the face of Nespresso was enough for me to get rid of it.

There have been so many disgusting issues with this company. I was given a Nespreeo coffee machine for my birthday. I tried to purchase the Welcome offer of 150 capsules and gifts but it was out of stock online for days. I eventually contacted Nespresso via chat, who said it was in stock and I asked for this to be updated. I placed my order on or around 29 June 2021 and this included purchasing extra capsules. From here it was an absolute nightmare.

Despite a guaranteed shipping of 1-2 business days, it took about 2 weeks for me to receive my order. Toll were absolutely shocking and Nespresso were horrific to deal with. I had to continually chase them up about my order. I was promised by TWO Nespresso staff members that they would personally ensure my package was delivered 'tomorrow' but it never was. Toll kept putting it on board for delivery and then taking it back to the depo and Nespresso were not compassionate in the slightest. Then Toll delivered one of my packages along with a box containing a couple of complimentary sleeves but completely forgot my other package that contained the Welcome pack and free gift.

There is no number to contact Nespresso and when they email me they have the nerve to tell me to contact them back on their live chat, which sometimes includes a long delay waiting to get through to anyone!

Eventually Nespresso re-sent the packages, even though I had already told them I had received one out of the two that were expected. I was transparent about what I had received and never expected to keep more than what I had paid for. Nespresso told me they had told Toll to return the outstanding package to them as they had sent it again with Australia Post. Toll didn't listen to Nespresso and instead delivered my package, and Australia Post delivered it too, so I had two of everything. I actually thought this was positive as I thought Nespresso had realised they had missed the 1-2 business day guarantee, had a long history of shocking customer service interactions with zero help from anyone, and were sending it again as compensation to keep me as a happy consumer.

Nespresso is now demanding I send the packages back and have arranged TNT to come and collect from my house. They wanted me to post it back and I was outraged - they wanted me to spend more of my time posting back a package that TOLL WAS SUPPOSED TO SEND BACK TO THEM. Nespresso, you actually have to collect the cost from Toll as damages given they have not followed your instruction to return the package. Nespresso have said if I don't send the package back they will charge me! Charge me for something I never asked for and after 2 weeks of dealing with nothing but headaches and false promises to deliver?

I also received an email this morning stating that they want me to print shipping labels to put on the packages. I am honestly so disgusted in this service and what they expect of consumers after their shipping service stuffed up.

Imagine this - I buy a 'Welcome' pack as part of my new coffee machine gift, Toll stuffs up delivery and doesn't listen when Nespresso asked for the package to be returned, then delivers it to me and Nespresso expects me to have to return it or take time out of my day to print their labels and organise collection. A normal company with consumers in mind would have credited my account or allowed me to keep the packages particularly as it is the fault of Toll for delivering them after Nespresso asked for their return.

**As I was writing this review there was a knock at the door and it was TNT collecting the packages, even though Nespresso's email says 28/7 and today is 26/7. Absolutely hopeless. TNT couldn't take the package because it didn't have a shipping label, which I received via email about 20 minutes ago and haven't printed yet. There is another person/company Nespresso has wasted the time of, as the guy now has to come back another day. I will never purchase from this company again. Thank goodness they make fantastic tasting coffee capsules from other brands that are compatible with my machine.

After persevering for 2 years we have given up.
I don't think they managed a single order smoothly.
Last order took 4 weeks to eventually arrive.
Unless you live next to a Nespresso store it's not worth the aggravation.

Bought a Nespresso Vertuo in May . Read all the manuals and troubleshooting options . On day 1 the machine revved up and died after 10 seconds . Finally after 10 goes coffee came through barely warm. Day 2 I tried to register for the $100 cashback offer. The site said the offer was not available with the number entered .The call centre in Auckland promised to arrange the cashback through their promotions section . Nothing happened . Day 3 same results with the machine . Kept stalling and finally lukewarm coffee. The pods can ONLY be purchased from their shop or online . Woolworths has the pods on their web site but they instantly transfer you to the Nespresso site . CAPTIVE RIP OFF MONOPLY. Day 4
in frustration I packed up the dud and returned it to the retailer for a full refund. Never use them .

Your Website - why is it still broken - every-time I am offered to reset my password and I do - then try to log-in and it takes me to the error page. Are you ever going to fix it?

Nespresso customer service is terrible....to the extent that I ended up sending them a Youtube video of my experience.
I bought a new machine and you can't properly control the levels of water in your coffee. When I queried this with customer support they indicated that the machine would be damaged if more water was let through....how odd!

I have a brand new Nespresso Vertu machine which is 6 weeks old.
Ever since I have started to use it, once the capsule is released, coffee drips from mechanism and onto framework inside the machine. I went to the store where I bought it; showed them a photo of the ongoing coffee drip problem, and they said it looks like a faulty machine. They said I have to call Nespresso directly.
I called Nespresso and explained my issue. I asked for a replacement machine as mine is brand new. They said no, it has to go to Melbourne repair shop for assessment and repair. I live in South Australia.
They offered to suspend my subscription for this month, but that the period of subscription would be extended by a month; in effect giving me absolutely nothing.
This is a shocking way to treat a brand new customer who has been sold a faulty machine. They are happy to take my money but offer nothing in return.
A bad and shameful company.

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.