Nespresso Australia レビュー 

Wow what can I say - worst experience ever with Nespresso customer service. Their website said an order was not able to be processed - so I redid the order straight away. Ended up I was billed for both orders. I called them straight away and over the next five days to just cancel one of the duplicated orders - most frustrating experience ever - with various promises that the order would be cancelled - and today of course the order I wanted cancelled was still delivered and no refund has arrived. Contemplating selling my nespresso machine just so I never have to deal with them again - really go elsewhere for your machine and coffee

I am having a terrible experience with Nespresso, and I want to share it with you so you can avoid the same frustration. I paid $180 for a coffee machine subscription, but I never received the machine. They kept my payment and order pending for a week.

When I asked Nespresso about my order, they couldn't find my payment and told me to pay again. I was shocked because I had already paid $180. I contacted Nespresso four times to get help from their customer service, but they didn't fix the problem.

So, I had to ask my credit card company, American Express, for help. But instead of resolving the issue, Nespresso froze my account, which had $150 in credit from a previous coffee subscription.

I have now contacted to Nespresso SEVEN times (phone and live chat) and spent almost ten hours trying to get them to correct their mistake. As an apology, they sent me two coffee sleeves, which is useless without a coffee machine.

Please learn from my experience and stay away from Nespresso. Dealing with them has been a frustrating and time-consuming nightmare. Their customer service is terrible, and they don't seem to care about their customers.

This rating is about customer / technical support. I had to make 4 calls to arrange for my machine (still on warrantee) to be repaired. They kept telling me they were sending an email, but it never arrived (3 times). The telephone customer service operators (seemed outsourced but not sure which country) didn't have the right information about how to manage my case. I would not recommend this company in terms of after purchase support. Terrible

Gosh shocking service, I rang to ask any specials on re 50 or 100 free delivery, got Asian sounding voice, didn’t know anything asked price of Karaar caps waited waited waited.?? $10.50 sleeve what gone up $2 a sleeve yes, I said shocking please check, yes $10.50.?. He was trainee. Looked on website $8.60 rang back got Asian / Indian speaking man, didn’t know Kazaar I said a capsule not dolc ….. I said am I ringing australia, are you in australia yes ,!M couldn’t understand him, then said he was in Malaysia,!! There lies the problem. I used to love speaking to some of your staff re ordering friendly knew what they were talking about happy to help ,!! Disaster now. Yes I received email about ordering on line, this might have to be Sue

I have the original Nespresso Coffee pod machine that came out about 10 years ago, and bought 2 more mini Nespresso machines, BEC220BLK. I constantly w/o fail purchase about 200 pods every 2 months for the last 3 years. One of my earlier machine EN 120.M is leaking and I know it is a worn out rubber 0 ring. This o ring is located the top where the coffee pod contacts the perforated disc. I tried after market spare parts suppliers but with no success. I then spoke to Nespresso call centre and
the staff directed me to the Nespresso Australia website, to the 'Chat Now'. There is no one at the Chat Now, as every question is responded automatically within a split second. It is extremely frustrating to deal with Nespresso call centre staff, located overseas .

If I could rate the experience zero I would.
I tried to order some coffee for our office through my workplace's business account. I got an error message on the website even though my card was charged. I called the business hotline & the person couldn't tell me if an order went through or not...I had to call back the next day. The guy on the phone was so unsure of himself. I called back the next day & spoke to a new lady who also seemed really unsure. I had to wait ANOTHER day before I had to call back. Finally a woman said my order didn't go through & I ordered over the phone instead. I was promised an order confirmation & that my name and mobile number would be listed on the delivery so I would be ready to pick it up on arrival. I receive no order confirmation. No order number. I just went searching for my order & it was stuck at the reception area. There was no name listed on the delivery note & there was a random mobile number I'd never heard of!!! There was also no receipt included. Honestly I am surprised the order arrived at all. Never in my life have I experienced such woeful customer service. Beyond appalling in every way. I have worked in customer service throughout my life and I was shocked. The people answering the phones need immediate customer service training. Basic phone conversation training. It was like none of them could string a sentence together - so many 'ums' and 'ahs' that left you with zero confidence. Nespresso ought to spend more money on training their telephone staff because it is absolutely dire. Or hire a new contractor to employ professional customer service staff. Such a drama to order some coffee!

I recently signed up for a Vertuo Pop machine subscription with Nespresso. Big mistake, on two counts.

The first is that the machine is not that good, or easy to work with. It's quite clunky, and unlike on their promotional videos, you really need both hands to lock in a capsule (one to hold machine, the other to then turn the incredibly stiff capsule lock).

The second problem then came with the fact that the machine is faulty, and leaking water underneath (this seems to be a fairly common issue). Nespresso are happy to organise a replacement but bizarrely they expect the consumer to take complete responsibility for their faulty product and source all relative packaging (right sized box, tape, bubblewrap etc) before taking it to the post office.

They will not then send you a replacement until they receive this carefully packaged parcel. If you are working from home, be prepared to then wait for Nespresso to receive the faulty, clunky machine, before they send you another clunky, hopefully less faulty machine.

Zoom to you delivery does not occur within the time frame and turns up three days later. Not worth nine dollars to be delivered within three hours and they deliver days later. Australia Post express Post is faster than this! False advertising, they should remove it from their options for delivery in their app.

Nespresso machines are worthless, mine started to leak underneath when in warranty they fixed it.
Six months latter it does it again but now not under warranty so won't cover it. Shouldn't that part be covered it is the same thing happening....never get my money again.

in view of all the very negative reviews I have read, I have to say my experience has been a good one. My daughter bought me a new Creatista machine from Harvey Norman, which was on a special deal that included $60.00 of free capsules. I registered my machine online and waited for the $60.00 credit to show in my account- after a week I called and was told they had fixed it and to give it a few days. Nothing . . so I went into the coffee shop yesterday and was treated extremely kindly- made me coffee while I waited for the glitch to be resolved. They were busy too being a Saturday!
They then said it was all good to go and I could order my $60.00 worth + I received 2 lovely glass cups with spoons and a free sleeve of coffee. The assistant was very knowledgeable and spent at least 20 minutes with me helping me choose.
I left feeling spoilt and totally satisfied with my experience.
Now to the machine. . . I love love love it!!
It’s only 5 weeks old but it’s amazing and I bought additional warranty so I’m not too concerned!

Customer Service is so very poor.
Called their customer support as my machine no longer works and still under warranty until Jul 2023...Went through the motions of troubleshooting and finally after more than 30mins was advised they will replace and will email the return label etc... after 2 weeks I called back as I haven't received the return label... and not to my surprise the person on the other wanted to go through the same thing with me again even though i provided the job number from 2 weeks go. Asked for a supervisor and apparently a customer cannot do that.
This is one of the worst service ever from a company as big as this!

Purchased a nespresso coffee machine from good guys in Midland in December 2022 .the nespresso sales rep gave us a demo of the new model .she was very nice and explained how we would get $100 cash back after completing the application.we waited a month and called customer service who assured us the money would be in our account soon ,waited another month still no money called them again an got an appology and they assured that the payment would go in within 2 days . Waited 2 months got another appology but still no money . I can't understand how this company are allowed to rip people off and get away with it .

Absolute rubbish. Machine lasted 6 months, but cant return to the shop. Had to spend ages on the phone troubleshooting, only to then have to post the damn thing off for replacement or repair. Whatever happens I will be selling the replaced or fixed machine and will never deal with Nespresso again. Rubbish machine and rubbish customer service.

Arrogant and unprofessional at best.
Had a Virtuo Next machine for less than 12 months that literally stopped working. Customer service agreed to replace, however the onus to do so is all on the customer. Machine has to be returned via Aus Post via a list of packing instructions (as if you’re packing a brand new product). Unfortunately we don’t all have spare boxes and bubble wrap readily available so had to purchase packaging to return the machine, only once you have lodged the return with Aus Post and have called Nespresso back with the tracking number will they process the replacement. All up, a couple of hours you’ll never get back. Whilst purchasing the appropriate packaging may not be an expensive cost, it’s the principal of having to go through a laborious process to make the return to receive the replacement. An extremely clunky process, a waste of significant time and cost replacing a faulty product that should be the responsibility of Nespresso. Can’t advocate for a product or business with such an arrogant approach to the way it treats its customers.

Nespresso will not abide by their own Terms and Conditions. Coffee Subscription is still available on their own Website, though they refuse to honour their own T&C's. Their response, "The Terms and Conditions were incorrect, and we do appreciate you taking the time to let us know. This was passed onto Management and Ecommerce, and is in the process of being updated.
They know they are in the wrong, and simply palm a consumer off.

Absolutely disgusting. I’ve been a customer for around a year paying averaging around $200 per month for the capsules. Then the machine played up and keeps overflowing, it just won’t stop when it’s supposed to, making the 80ml capsules to over 400ml unless manually stopped. So I contacted their online chat and waited 30 minutes, disconnected 3 times, I went through all trouble shooting steps but the useless service person called Noris said to me that they won’t replace the machine. So I asked to cancel my account as I don’t want to pay anymore. Then he cut me off saying he doesn’t want to talk to me anymore as they just won’t send me a replacement. I asked for my account to be cancelled again as I already finished my subscription, he refused and then cut me off. What an international joke of a company !

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.