Nespresso UK Reviews 

It used to be a great company to deal with.
But staff cuts mean you're often left on hold for hours.
Often during operating hours the lines are closed.
Bought a new machine and in 2months it had broken.
Endless calls to have it taken for repair.
After 3 weeks I asked for a replacement,was told thats not their policy and given a €15 voucher !!
Doubtful I'll ever see the macine again.
Years of customer loyalty ignored
Don't purchase a new machine from them!

Gone downhill! Been a customer for many years, thinking of leaving. Just lately my experience has been shambolic. I made a large order of capsules. No confirmation email for days then only one saying order being processed. On the app states still being processed days later. On the website saying order has been delivered! It hasn’t been!…and there is no option to connect via live chat and no answer to customer service to sort it out. The 3 stars are for the coffee which so far is still good but so is the coffee I can buy locally without any hassle.

I’ve had outstanding customer service from Nespresso UK recently and wanted to share positive feedback. Their team handled both a delivery issue and a machine problem with real care, flexibility, and generosity. Each time, they resolved things in a way that made the experience stress‑free and genuinely supportive.

Their email communication was clear, considerate, and very accessible, and I felt well looked after throughout. I really appreciate the standard of service they provided.

Love Nespresso, both stores and online service is good. Speedy deliveries and amazing coffee. Fantastic of Vertuo.

I purchased a Creatista Plus machine in 2022 and all I've done since is to send it for repairs, with the same issue. it's going for a 4th time now. I had to pay £100 for the second repair after warranty expired. Then last repair and the one happening now are covered by the 6 months repair warrantly. Nespresso would not replace the machine even though I bought a faulty machine. This was escalated to complaints manager but all they offer is to repair it again. Avoid Nespresso.

Where do I start! Lost my coffee order, website says delivered, chat bot says waiting collection. Chat facility doesn't work on desktop only mobile. Chat's on mobile drop (while on 5G with good signal) and despite them seeing the issue and having my email address (which you have to provide when starting a chat) they don't email you a resolution or chat continuation so you have to start the process again.

They've closed basically all of their physical stores so other than driving 50 miles, you have to purchase their pods online, you think they'd put the saved store money into bulletproof ecommerce infrastructure. I purchase pods personally and for my business offices and I will just be moving away.

I have been a member for years and and have always had great service till recently . I am now looking at other options . Deliveries are now taking several days when they used to be one or two . customer service is taking over 20mins to get through . I am still waiting......

If you are thinking of buying a Vertuo machine new and falling down the trap...Don't!
I don't know about the rest of you coffee lovers out there but I am sick of the inflated pricing and business model of Nespresso by not allowing supermarkets to sell vertuo pods.
I am spending £50 plus on these pods a month and it is ridiculous. its only me drinking them and I only drink 2 cups a day...sometimes none.

No wonder they can afford to bung George Clooney a wad of cash to promote the product.
Well no more.
The Vertuo machines are worthless second hand.
So I am throwing mine in the bin and going down another route that doesn't rip me off.

Disgusting service as they use Amazon for delivery. Ordered pods but Nespresso sent my order to my old address even though I informed them of change of address. Took a 30 minute phone call to try and sort it out, eventually saying my order should be arriving today or tomorrow 5 or 6 days after placing an order.
LEFT HAND HAS NO IDEA WHAT THE RIGHT HAND IS DOING

New delivery via Amazon is appalling. Varying messages from Nespresso, “it’s being prepared, it’s been delivered, no trace of order”. Meanwhile Amazon are sending it backwards and forwards around the country and tell me it’s arrived at their Swindon depot 3 times. Try complaining to Nespresso and they don’t want to know

Normally Nespresso service is good - delivering coffee. However, ordering a machine has been an unresolved nightmare. I ordered a machine and found out the next day that I was due to a 35% discount, which I didn't get. So I rang to see what they could do about it and they couldn't do anything other than cancel the order and for me to order another machine with the discount, which I did. The problem is trying to get the first machine collected and refunded. 3 phone calls later and I am no nearer having the first machine collected. All because they couldn't refund the discount I should have had. I was logged into my account when I ordered the machine so I would have expected the discount to be automatically applied. No other options to ringing them - no customer service email. I you want to make a complaint you have to ring the same number to speak to the people you are complaining about!

Orders and charges are all working smoothly, but customer service is almost non existent and their chat bot is useless.

WARNING…NESPRESSO SUBSCRIPTION CREDIT expires!! I was never told this and now I’ve lost over £400 in credit with no warning from Nespresso

Totally Useless. Call them after one hour on the phone, they book a repair. Suggest it will be collected by DPD give my old home address to DPD and then email me saying whether we want the machine fixed. Customer services only use a poorly crewed customer helpline.

In the meantime the machine has completely broken.

Really rubbish service.

Nespresso is one of the worst companies to deal with. I have gone through 4 vertu next plus machines in 3 years. I spoke customer services and was eventually offered a 48hour call back from the manager . I spoke to a manager and was offered the same machine with 6 months warranty eventually they said they would send me a new vertu next up machine after I asked for a refund as they have had 4 chances to put it right and they haven't. I had to call them again as 5 days later no new machine. I am disabled so can't get to the shop in leeds. I had to call technical Nespresso and they told me it would be on next day delivery. I thought great until I realised they were sending me the same model that keeps breaking. So I called technical Nespresso again and I finally spoke to Lucas who called me a liar and I didn't follow procedure and that's why they didn't send me a machine out. He said I havnt to sent the old one back first then a new one would come. The email states return faulty machine in the box of the new one. I do not like to be called a liar but Lucas was very smarmy and was trying to say I was going to steal the vertu plus next. He refused to let me speak to a manager.They constantly break. I have ADHD and they make it impossible that deal with. I hope there is some one who works there that can help me resolve this. The customer service is appalling

Awful website interface design, very confused touse and the member system constantly detected my account is under threat and blocked me. So every other months when I want to amend my subscription order,I had to reset my password. Today, it is even worse, I did not receive next order despatched notification email like I used to be. So the order has been placed without warning, and no customer service to help with it. The whole user experience is just so upsetting. Not gonna buy through Nespresso online anymore.

After a decade of terrible customer service I've finally given up on this broken "all style no substance" company. Their customer service exists only to keep telling you you are a valued customer while endlessly proving the opposite. Today I chucked their Vertuo machine in the bin, cancelled my coffee subscriptions and look forward to drinking real coffee made with real beans instead of overpriced watered down capsule crap.

One of my issues is how bad the website is. You order coffee and pay extra for 24 hour delivery only to find it then takes them 3 days to actually take the money and think about sending the order out. It's been a bugbear for years. You complain. They thank you for your feedback and do absolutely nothing. I bought a lachine on a special offer from Amazon. The machine was broken. Amazon told me I'd have to contact Nespresso customer service. Nespresso demanded videos and spent half an hour on the phone before admitting the obvious: "Yes it's broken. You'll have to send it back for a replacement. But not to us. You have to go back to Amazon". The trouble is the only way to get it replaced was to return it and order a new one - which had dramatically risen in price because the offer was over. Not Nespresso's problem for having such a low quality control bar, but mine!

But here's what proved to be the straw that broke the camel's back:

This last fortnight they've kept sending me their "August promo offer" - a code to give me £15 off if I buy 50 pods from their website. If you try and use the code you just keep being told that you are "ineligible" to use the code.

This happens with pretty much every offer they keep bombarding me with. So this time instead of resigning myself to yet another example of their website being as much use as a chocolate teapot I called customer support and spent 15 minutes trying to get to the bottom of it.

"Yes you are ineligible. I don't know why you keep being sent the offer, but that offer is not open to you". I kept pushing "Why am I ineligible?" and "How do I stop all these emails that waste my time with ineligible offers?"

"It's another department. I'll have to raise it internally".

Put on hold. Then...

"I can't raise it internally. But I can send you an email and another email address to forward it to".

Pause.

"I'm afraid I can't send you an email. But I can dictate the address to you over the phone. Since it's our mistake they will probably let you honour the offer they keep sending you" (spoiler alert: no they won't)

What sort of customer service department can't even send emails out to its customers?

So I took down the email address and emailed the new department. They replied almost immediately - a very rare thing in my experience. You normally have to wait 2-3 days. No apology. No explanation of why I was ineligible. No explanation of why I keep getting these emails. Just told that the offer was not open to me.

I went online to cancel my regular subscription in protest. A nice simple link to click. Except it isn't. Because it then tells you you have to talk to its chatbot before you can cancel. Round and round and round in circles. "Why are you cancelling?" I told it. It ignored that and kept asking for all the account details that were there visible on the very web page I was talking to and logged in to. "What's your name?", "What's your membership number?" (who the hell remembers that?), "What's your post code". On and on and on. "Why are you cancelling?" I just told you ffs.

Two days later I get ANOTHER email warning me that the offer I am ineligible for was about to run out so I needed to be quick! The same offer they told me I was ineligible for and should never have been sent from a list they'd told me they'd remove me from.

So I clicked on the "unsubscribe from Nespresso emails" button as it's seemingly the only way to stop their endless inappropriate spam. That page took me to a web page asking me to confirm I wanted to stop receiving promotsions and email from Nespresso. I confirmed, to be told "An error happened. Please retry later."

Nothing - absolutely nothing! - about this company works! Avoid!!!!!!

My machine has just stopped working and I’ve been calling all week. I’ve waited up to an hour and no one answers. I’ve gone through to business and customer services but they’re told there’s nothing they can do and I have to wait.

I’ve bought another machine and I’m appalled at the lack of support from your company. I’d like to know how you plan to manage this situation and the additional expense.

Zero customer service !!
I am completely bewildered by my recent experience with Nespresso . I have left a negative review here before but it seems to have disappeared ?? ( was it removed accidentally on purpose? )
I have been a loyal customer of Nespresso for 10 years and always had a positive experience .
However recently all I have encountered is terrible service . I have had issues with a machine that wasn’t even 1 year old , and after a very long wait on a telephone call I was offered a repair or preloved replacement. I opted for a preloved replacement to avoid the 2 week wait time for a repair of my machine .
Unfortunately the preloved replacement seems to be faulty and the water is now too hot resulting in the coffee tasting bitter !
I again had a lengthy wait time for my call to be answer 1 hour ! But this time asked for a complaint to be raised . I was assured that a complaint had been lodged on my behalf and that I would receive a response from someone within 48 yrs ? ……. Guess what ? Im still waiting ……