Nespresso Canada Siège Social

Hands down the worst customer service I have ever had. They don't invest in their people or even in the phone lines they use (so lines are choppy, difficult to hear, and usually get disconnected). I got an Aeroccino 3 Milk Frother for my birthday. 2 weeks later it wasn't frothing milk. Went through a frustrating (because of the poor phone lines) trouble-shooting exercise. They sent me a new whisk and I had to go through the trouble-shooting again. Then they said to send in the unit and they will see if they can repair it. I sent it to them over 7 weeks ago and called back about updates numerous times and they have no update. They don't know when they will send it back and I can't even ask for a refund because I don't have the machine to return.A disgrace for a big premium" brand to treat customers like this."

I recently had an incredibly disappointing experience with Nespresso's return process, and I feel compelled to share it. I ordered a coffee machine from their website, but unfortunately, it didn't meet my expectations. I decided to return it, expecting a seamless and hassle-free process as advertised.To my dismay, the return process turned into a nightmare. It took an unreasonably long time for Nespresso's customer service to respond to my initial request for a return, causing unnecessary delays and frustration. I was given conflicting information and had to repeatedly follow up to get any updates on my return.But the worst part was yet to come. Despite Nespresso's promise of covering return shipping costs, they flat-out refused to reimburse me for the return shipment. This was extremely disappointing, as it was their product's quality and my dissatisfaction that prompted the return in the first place. It's unacceptable for a company of Nespresso's caliber to neglect their responsibility and burden the customer with return expenses.The lack of transparency and poor customer service throughout the entire ordeal has left a sour taste in my mouth. As a loyal customer, I expected better treatment, especially when it came to returns. It's safe to say that this experience has tarnished my opinion of Nespresso, and I will think twice before making any future purchases from them.I hope Nespresso takes this feedback seriously and improves their return process to provide a more customer-centric experience. Until then, I cannot recommend them to others.

Trying to compose this review with as much tact as possible. Never in my life have I received such horrendous customer service. My husband and I have been loyal Nespresso customers since 2018 spending several thousands on machines, coffee, and accessories. That all ends today. Getting rid of everything single Nespresso item I own.After our Vertuoline machine purchase in 2018, I decided to try the original line, I purchased a machine fall of 2022 for my return to university life. I ended up loving the coffee so much that I purchased a second original machine a couple of months later for both homes. When I purchased the second machine I realized my first original was not brewing the correct cup size with the lungo button (it was brewing less espresso than the espresso button, see attached picture). It was always that way but I didn't think anything of it at the time because I rarely if ever drink a Lungo coffee. Once I made this realization I reached out to Nespresso via virtual assistance. I never heard back. As a full-time student, I didn't have time to chase someone down at Nespresso to make this right so time went by in between contacts. A few months after this contact I was in Ottawa and popped into a boutique and explained the issue. They had no clue what to do and told me I would have to contact someone online. Here I'm today trying to get in touch with someone via virtual assistance and over the phone. No one has tried to help me. Every time I try to explain what's going on with the machine they rudely interrupt me and don't let me say more than a couple words. The first person I spoke with told me I had the wrong dept and couldn't transfer me because that dept's lines were busy so I would need to keep trying. Gave it some time and called again this time the machine issue dept. I calmly started to explain the issue and the woman on the phone kept interrupting me, not letting me get two words in. She was extremely rude. At this point, I asked to speak to a manager and she refused and hung up on me. Called AGAIN and calmly told the man on the phone I just wanted to speak to a manager, explained that I tried to have this resolved several times. He was polite and agreed, not sure if he actually tried to put me in touch with a manager but he put me on hold for 17 minutes and hung up. I'm French Canadian but prefer to speak English. I can sense from the Canadian Nespresso employees who are all Quebecois that if you're not French you will get treated like garbage much like I was today. Good luck to all of you out there, hope you have better luck than I did.

I wish I could give 0 stars. I will never order online again. The delivery company Nespresso hired didn't even bother touching the door as I can see on my camera building and never significated their presence. I had to call Nespresso to know and all they tell me is too wait for the company do try their 3 attempts.Honestly I lost all trust in shopping online with you. It was my first time and it clearly taught me a lesson to never order online by your website ever again since i cannot trust the drivers Nespresso hires.Im here calling the company 2 times a day for coffee.

We need a new water tank for our coffee maker. When I call, they check to see if there are any in stock, and there are not. They then tell me to call back next week, which I have now done three weeks in a row. When I ask them to just order the part and notify me (like nearly every other business would do) they says they can not do that. Poor policy on the part of the management, in my opinion.In addition, the quality of the phone line is very poor, the agents are very difficult to hear. I think they need more soundproofing in their workspaces as I can hear other conversations in the background.However, the agents do seem to helpful within the limitations of their organization.

They try to be helpful but i have now wasted many hours since June 7th trying to get a refund - everyone I talk to say that I am owed the refund - but somehow they cannot get thru to the department that an issue it. I am about to go to an entirely different system

Customer service is awful, no service at all. They hang on the phone without even listen your request or concerns. My aeroccino broke ( no even 1 year old, just 7 months since I bought it), they ask me to send it back to fix it, I just got it yesterday, they did not even open the box. really bad experience with the amount of money that you pay for this machines.

Brutal customer service. The machines, previously manufactured in Switzerland are now made in China. The quality is not as good. The customer phone support previously local has been outsourced to places where they can't even maintain a connection or they have a hard to understand accent. Cutting corners to make more money and delivering an inferior product is not going keep my trust.

Garbage service ! Sent my machine out to have it fixed in February and never heard back from them.Called them after almost 6 months and they claim it was shipped and delivered to me but they can’t provide a tracking number or who signed for the package since I never received it.For a $450 machine that according to them might of been stolen they can give me a $100 rebate on a new one since it’s not their fault if the previous one was stolen.I asked for details about the shipment when was it sent,tracking,who signed etc. they couldn’t answer any of these questions and said it’s my responsibility to be home to receive it.They never sent any email with shipping information or anything else just blamed it all on me.

Customer service was horrible. Seven calls and my issue of trying to use their website has still not been resolved. During every call different information was given-all incorrect. No resolution with calls so sent an email. I am a first time customer and I was so shocked by this companies treatment of customers.