Nespresso Australia Avis 

Worst, worst, worst - untrained customer service. I never got my refund for incorrectly placing an order for a machine, this after several emails and follow up via calls. They call themselves specialist but none have addressed my concern. Weak customer service. Even considering getting a Nespresso machine is the worst decision. Imagine after sales. Shift to more premium brands.

Call centre located in Malaysia. Help is bloody terrible.
All staff cannot speak English.

I was looking forward to enjoying the festive flavour of Peppermint Pinwheel, both hot and cold, only to be completely underwhelmed by the lack of mint flavour, and weekness of the coffee, which was completely opposite to its strong smell. Would not recommend if you want a bit more flavour.

They are selling machines with a free coffee promotion. Get $15 off $50 or more for the next 12 purchases. No one can get the promotion to work - orders are charged at full price. 3 hours on chat and calls later and still no one is able to figure it out. Their systems are a joke. The UX is beyond ridiculous, honestly, I would rather return the machine if this is what I can look forward to.

Had a terrible experience online with Nespresso.
No wonder they are rated so badly here! I had the most ridiculous power-play with a Nespresso online agent experience I have ever had, just to find out where my order was!
The tracking tool wasn’t working. In fact nothing work properly on the App.
I was forced to communicate with “Chat option” & despite providing sufficient information (full name, email, phone #) tracking number, the agent REFUSED to tell me where my order was (2 coffee machines totaling $618), as I hadn’t “also” provided whether I purchase items online or in a store (I do both), but the customer should not have to spend 25 mins going through that rubbish!!
What’s more, the agent kept getting me to AGAIN type my name (already provided it) & when the transcript of the INSANE communication was emailed to me, it had my FULL NAME from the beginning, she she ALREADY had it.
25 mins just to give me an idea of where my order was.
I said she could text or email the info if it was that difficult - but she refused.
This experience would have to rate as the WORST & the most utterly RIDICULOUS I have ever experienced.
It was it was a skit from Fawlty Towers!! Congratulations Nespresso - how to burn a customer so completely they’ll never come back!!

Hi, I have had the most disappointing experience with my Nespresso citiz Delongi coffee machine. First it stopped piercing the pods and no water was coming through. I took it back the retailer who told me Nespresso had the right to repair the machine three times then it would be replaced, great I thought! Was I wrong. The third time it came back I was assured it was repaired they’d tested it 10 times and replaced the pump and infuser. It worked three times then stopped.
Nespresso call centre told me it’s the pods I’m using, then they sent some original pods to me, it still didn’t work, they now tell it was working when returned to me so the machine is not faulty. Even a video call showing it doesn’t work wasn’t enough for them.

What I believe is happening they do this to wear the customer down, giving every excuse to not validate their warranty. Nespresso is the worst company I have ever dealt with, I have lodged a complaint with the ACCC.
The retailer can’t do anything to help as the machine is now out of warranty.
Judy McConnell a most dissatisfied customer.

My Nespresso machine that is under warranty and under a subscription has water leaking out of the bottom. After working with a consultant at Nespresso, I now have to package it up at my expense, send it to Nespresso in Melbourne (I'm interstate) and will be without a machine for 2+ weeks. No offer of a loan machine for the inconvenience, and no offer of a replacement given it is still under warranty and a current subscription. Terrible service. I am now looking to replace it with another machine going forward.

Bought a Vertuo Latissima in May through Havey Norman.
In August, started having issues. machine would error before coffee made. Would take 3 - 4 goes before it worked.
Machine went back to Nespresso for repair. On return, first pod did exactly the same. Called Nespresso & sent back again for "repair". A week later returned & the water tank then emptied through the base.
Called Nespresso & requested a manager, who 4 weeks later is still calling me back.
Took machine back to Harvey Norman, They have returned it to Nespresso, & now waiting for an update. Will take 2 - 3 weeks, which is ridiculous. I should be able to just get a refund due to the machine not being fit for purpose & unusable.

Nespresso, your customer service is non-existent & you have lost me as a customer after more than 10 years of using your product,

We have been loyal Nespresso customers since 2009 buying pods online on a subscription plan.
However in the last months the whole system seems to have imploded
The pods have not been sent citing payment problems but no notice was sent to me
On phoning , of course the credit card is Ok , pods will be sent I. 2-4 business days
Used to be overnight
I used to hold up Nespresso as the gold star in customer service
Alas no more

Do not purchase anything from Nespresso, especially on a Subscription plan. Had nothing but issues with my Vertuo machine. Within 3 months of purchase, machine was faulty. I agreed to a replacement machine which also developed the same faults after just a few months. This time I did not accept a replacement - I requested a refund due to a major fault. Due to being on a subscription, I was told the refund is $50 even though the machine price was $229 and I have spent $650 on the subscription. I have been going back and forwards with their customer service team. I have been promised call backs which never happen. We also had a call where the agent told me I was getting the full $229 back, but then received a call the next day and they were pretending it was never said. The call centre has no idea about Australian consumer rights and they all sound like they are in Malaysia. Worst customer service I have ever dealt with. I have requested to take this to court as the voice recording of that call will prove what was said. I have voice recordings of every single call and I know they do to. I have also requested for Nespresso to put their decline for my case in writing which they have refused to do.
Absolute dodgy company who sell junk items that can't even last a few months and refuse to refund while still under warranty. Do yourself a favour and go buy a better quality machine!

Bought a vertuo creatista machine less than a year ago and problems started immediately.call their support line who sound robotic for trouble shooting.fast forward six months and problem is worse overheating,water leaking,steamer works sometimes and general needs to be descaled weekly to work properly for two days .I called their customer service line with a robotic person and results pack it up and post it our service centre to be checked.No offers of a sorry you have had issues from day one and let’s replace immediately no nothing even close to that .I don’t recommend purchasing any of their machines as if you do have problems well it’s going to be a issue to solve it .11/08/24 Yvette

My 10-year old Kitchenaid Nespresso coffee machine started to direct water into the drip tray during making a cup of coffee. I rang Nespresso Australia repair help line. This customer service is provided in Malaysia. I was told that repair was available for my machine. The customer service worker recorded the wrong model and colour of my machine. I rang twice to correct this and it was never corrected. After paying $240 for repair and postage, the Nespresso-approved service centre returned my coffee machine immediately and unrepaired. I received a call a week later from Nespresso in Malaysia saying that repair is not available for my machine as it is no longer being manufactured, my money would be refunded (it was) and the the call takers had mistakenly told me that it could be repaired.

Have been a Nespresso customer for many years until now. Last online order selected express post when ordered on Monday, came Friday I hadn’t received normal tracking advice so rang them, got the runaround with oh we have been very busy your order is being processed now, surprise, surprise I got message that afternoon your order is being dispatched, I wonder if I didn’t ring would it have been despatched then? Next week finally got a receipt for my order and coffee finally turned up that Wednesday. Sent 2 emails regarding this and did not get any response whatsoever. So after about 15 years of being a loyal customer that is it for me , I don’t think their Coffee pods are that much better then some of the others on the market . Good bye Nespresso

There should be negative star rating option available. Big fat NEGATIVE 5 stars from me.
I have been buying pods both from online and in the boutique on Rundle Mall Adelaide for some years. Until my most recent online purchase over a month ago.
Split my pods order into 2 smaller almost identical orders to get their discount offers at the time. There was no disclosure from nespresso that only 1 discount would apply.
They charged my credit card for both orders. Then proceeded to cancel one - only 1 shows in my purchase history. A few days later the order was delivered. I waited for a few more days assuming the second order would be delivered soon. It of course never came.
Rang their customer line up and only then was I told they had cancelled the 2nd order. They never refunded the transaction. Guy on the phone took notes and promised it would be refunded within 24 hours.
3 days later still nothing. Called them again spent half an hour explaining again, this time the girl said give her 3 days and she will make sure it gets processed and she would personally follow up.
Another week and a half. NOTHING. By this time I was very fed up. Huge amount of time wasted. Shonky promises. I phoned again, demanded to speak to a manager. After an hour on the phone, told to give them another 3 days.
Another week passed!! And nothing.
I phoned and warned them I'm going to report them and leave bad reviews. Demanded to speak to another manager. This guy called Jay went on the line, put me on hold while he read their notes. Came back telling me he will follow up with the finance team and call me back within the day. I foolishly agreed. I called at 10 in the morning in the middle of my work day. That was 3 DAYS AGO.
Going to file complaints with relevant bodies and drop reviews wherever nespresso has a presence.
Extremely fed up with this whole debacle. Shonky company.

Customer service is non-existent for these people! Absolute disgrace of a manager at Chermside!! Her name is Sarah and she is an awful representative for any kind of brand that interacts with their customers! Absolute cold and unprofessional engagement!!went to the shop in Chermside and I will certainly never go back!!

I had a fantastic experience at the Nespresso Miranda store. The staff expertly assisted me with my coffee machine issue and helped me choose the perfect coffee blend. Their service was outstanding, and I left completely satisfied. Highly recommended! Also all staff helpfully, great customer experience, Claire was exceptional 👏

Love the coffee ... but even better, bought the capsule holder that their machine sits on top of. Great build quality! best purchase. Thanks.

This is now the second time I have had to send my Citiz machine in for repairs in the 7 months since I purchased it. This time, the machine just doesn't turn on. Although it is going in for repairs (again), I don't really want the same maching back as it is obviosly faulty. I would have preferred a completely new machine by being able to exchange it directry from where I purchaed it. Pretty disapointed with the whole experience and I doubt I would purchase the machine again

If only they spent as much money on their administrative services as they do on their marketing. Every single time I’ve needed to chase up a delivery, or change an order there’s more red tape and obfuscation than there is to get a passport.
Trying to cancel the service, but two months later we are still on the phone with yet another dull, ill-informed employee who swears it’s all fixed, and yet

rang to enquire about the machine plus plans. Spoke to an overseas consultant who provided limited information and spoke much like she was following scripts rather than providing a personal experience. I asked to speak to a manager and was left on hold for 15 minutes without any success. The standard, my manager is in a meeting response is such a con. When the customer service was locally based in Australia, the member experience was personal, helpful and knowledgable. I do not recommend Nespresso customer service.