Nespresso Australia Avis 144

Long time customers - not anymore
Online experience with recurring subscription is horrendous. Every time I want to amend something it won't work and I end up having to phone customer service. Made a change today, and order was updated, but a change that I had made last month was gone and updated to the original recurring order. Very frustrating and time consuming. The website and app are really useless. Cancelled order and will look at alternative pods for the machine.

Recently they have changed their recycling bags. I have had a number of them leak and they are not fit for purpose as compared to the previous black bags.

Machine break regularly ! Very poor built quality

Extremely disappointed with the service. After being a loyal customer for years, the level of support we received when our machine started failing was unacceptable.

We were told it would take 2–3 weeks just to return the machine—completely impractical and shows no consideration for long-term customers. The customer service experience was just as frustrating, with staff passing responsibility between each other rather than actually resolving the issue.

There was no urgency, no accountability, and no real effort to retain a loyal customer. Sadly, this experience has completely changed our view of the brand.

I contacted the CEO Stefan Vermeulen - he also made no effort to reach out

Would not recommend.

Opted for 2 stars just because I do find products to be superior to any alternative. However, the practice of marketing where I started receiving repetitive emails on a daily basis (especially regarding time of the day…. Between 6-7 am ….including Sunday) is very questionable. I would really like to see any market research suggesting that this is a good tactic…

Do not buy coffee online from Nespresso unless you are prepared for a long wait. Their delivery “suggestions “ are a fantasy…next day certainly does NOT mean next day. Lying to your customers does not promote satisfaction. If I could give zero stars I would.

10 days to deliver an online order these days from a center 25km away!! Used to take 2-3 days. Your logistics suck. Lost my loyalty.

When my 15 year old Nespresso coffee machine started leaking I did not hesitate to buy a similar model which included a promotion of 30 free capsules which required you to register with Nespresso to redeem the offer.When registering you have to provide the machine serial number as proof of purchase and details of your machine are then included in your account.However despite doing this four times the system included in my account details of a totally different machine the purchase of which did not include the capsule promotion.
My request for redemption was subsequently declined after I spent some 45 mins explaining the problem to a Customer consultant who appeared to have very limited authority.
Although a simple problem to correct Nespresso have not responded to my complaint and are almost impossible to contact by email.
I have lost all confidence in Nespresso and wish I hadn’t bought my Citiz machine.
I will certainly not buy any cartridges from Nespresso in the future and will buy a compatible alternative that I have occasionally used in the past.
I suggest that all Nespresso customers look at this option which is available from Aldi at a fraction of the cost of Nespresso Pods.Most Nespresso models except the Vertua range accept these alternative capsules.
Very disappointing Nespresso…your Customer Focus is non existant and gives me no confidence to have any future dealings with you..

My Latissma One has had many problems since buying it 5 months ago. The machine feels cheap and is hard to clean. The milk frother has had many problems and I called them 5-6 times with one part being replaced but they sent the wrong part and then the correct part has only worked a month. The call centre staff are really professional though and they seem very well trained but they are dealing with some very bad products. It's now going back for proper repair.

I like nespresso but they harass me every day with promo emails.
I have unsubscribed every day they send me a new one.
Surely illegal ?

My husband and I have been long time customers of Nespresso but I have yet to get good service from your sales people in-store. I’ve had good ones, but generally, they can be quite arrogant. They look down their noses like THEY are the customers and not the other way around. Your company should seriously train better people or ones with better customer skills. Just because you label your store as”boutique” doesn’t mean shit. 3 January 2026

Online support useless - been outsourced to overseas. Go to the boutique to get your coffe and machines - online support actually lied to me when I spoke to them just now. I used to work for Nespresso so I know the facts - clearly they don't.
Love their coffee and machines - but disappointed to see that a Swiss company does not live up to customer service expectations.
Will never shop online again!

Just another disappointing example of outsourced customer service. The only reason I decided to finally use my Nespresso machine — a gift I had received — was the perceived convenience associated with the brand. I already knew quality wasn’t its strongest point, but I didn’t expect it to fall short of even basic reliability.
After my order failed to arrive on time, I contacted customer service., The representatives were unable to locate my order or provide any meaningful updates. Furthermore, the call centre’s poor VOIP service added to an already frustrating experience. Their final solution was to cancel and reorder — so I cancelled.
It has now been 11 days, and I am still waiting for my refund. My two follow-up calls have produced nothing but generic responses and more promises. If you want both convenience and decent coffee, do yourself a favour and invest in a bean-to-cup machine instead.

Bought a Nespresso bundle online for my husband for our anniversary. We normally buy our coffee from Barristas at a cafe. I bought it from David Jones online as there was an offer of 30 days free capsules. I would have bought another brand but it seemed like a good deal. I thought it might take other capsules (no).
I now find (after 2 days of uploading, searching, trying to register) I can't register to redeem the capsules. The website to register an account is down. The machine is very noisy. It doesn't take other capsules. I now realise I would rather support local cafes for our coffees and meet up with people in our community. I was sold a pup.

Ordered a milk frother 2 weeks ago.

Order 1 - sent to the wrong address, an old address on file that I hadn’t been at for 8 years and different to the address on the order. Customer service blamed me despite the address on the order being correct. Created a new order to fix above.

Order 2 - sent to the correct address but the day before delivery was redirected by Nespresso back to their warehouse. They denied this despite the order being sent back to Sydney, and eventually agreed with me after I sent screenshots of the tracking. Submitted a new order with same day delivery promised by 5PM.

Order 3 - contacted customer service at 6:30PM and told will not be delivered until the next day despite website promising same day delivery if ordered by 1PM. They said it is their delivery partners fault, and they refused to lodge a complaint re: all the above.

I’ve been a long-time Nespresso customer, but my recent experience has been so frustrating that I feel compelled to leave a review. I purchased a box of scurro pods, and every single one has failed to work properly in our machine this batch so far. The issue is clearly with the capsules themselves, not the machine, as all our other pods continue to work perfectly.

When I contacted Nespresso customer service, I expected a simple replacement or refund — especially for something worth only about $10. Instead, I was met with dismissive service and unreasonable requests. They insisted on a video phone call so I could “prove” the pods weren’t working, as if my word as a customer wasn’t good enough. For such a small amount and such an obvious product fault, this felt completely unnecessary and honestly a bit insulting.

After years of loyalty, I’m shocked that Nespresso would refuse to refund or replace a faulty box of capsules. It’s disappointing, unprofessional, and not what I expect from a brand that prides itself on customer experience.

Sadly, this experience has left a sour taste, and I’ll be reconsidering my future purchases.

Very poor customer service. I ordered a machine, confirmed the shipping address multiple times as it was different from that they had on file, and they still shipped it to the wrong address. The order confirmation had the correct address and didn’t come through until the next day which is also bad customer service.

They arranged for the return of the machine and would not refund me until they received the machine. I still have not received confirmation of the return.

Given it’s their mistake they should’ve processed the refund right away.

Definitely not a company you want to deal with. I have been a loyal Nespresso customer for over 5 years. I recently returned my Vertuo next machine for repairs because every now and then, there was some signs of water leak at the base of the machine. Nespresso had assessed the machine as unrepairable as they noticed some infestation of insects in the machine and therefore deemed the machine unrepairable. Nothing about the leak and in fact, blaming the leak to insects eating rubber tubing which I am highly dubious about. The machine was out of warranty and they offered for me to buy a new machine or have the machine returned. I asked them to return the machine back to me as I knew technicians that were able to repair the machine and was seeking a second opinion. When they finally returned the machine, the water canister was completely shattered and the lid of the water canister was wedged between the top and bottom section of the machine that prevented the machine from being unlocked. When I rang them and showed evidence of the damage, they refused to do anything about it and said the machine was deemed unrepairable and they would not take any responsibility for someone else’s repairing the machine. I told them that it was not their decision to make whether I sought out an alternative repairer and was not asking them to accept any responsibility. I just wanted the machine back in the same useable condition as when I had sent it to them. Again they acceptable zero liability and said there was nothing they can do about it except provide a small token discount for a new machine. This was not acceptable as all I wanted was to have back my machine in the same useable condition before I sent it away for repairs. Despite my records showing that I spend over a thousand dollars per year on pods, they refused to compensate me for further sustained damage to my machine which is now definitely well beyond repair. Definitely not a trusted organisation who have very little respect for loyal customers.

If I could give it no stars, I would. I spent an hour and a half waiting to place an order, and I was still waiting for a registration form to fill out. I had a headache by the time it was over. Never again. Malaysian phone service is not recommended — big no no.