Nespresso Australia Opiniões 

a joke - machine broken and leaking like crazy after less than a month i bought. refused to refund. already lodged a complaint to ACCC

I ordered for 9 original and 3 vertuo sleeves, paid with cash + credit. But I only got 2 of the vertuo sleeves. I called and was told that they can't fulfill the order because that sleeve is out of stock. I asked for a refund but they refused and have added a credit to my account instead. I insisted for money back to my card but was refused. I don't need additional credit cause our monthly subscription is more than enough for us.

Pathetic customer service.
Bought an Essenza mini in september and chose it over another product as it had a $40 Pod promotion on it valid for a limited time (Fair enough)

Made 3 attempts to claim my promotion, and all three instances the lilnk timed out. Customer service frigidly told me to try again in 24 hours.

Rang cust service today and a lady bluntly told me she couldnt help as "There were no reports of the link being non functional" DIdnt even offer to try something else.

As much as I love Nespresso coffe will not be touching it again and have reported them to the Ombudsman and advised every coffee lover I know of this unnacceptable service !!

Disgusting service and poor machinery!
I bought a Vertuo machine in December last year and my February the damn thing broke completely. Never fear, Nespresso told me to send it to the repair centre and all would be well. DEFINITELY not the case. After waiting for 2 months without a coffee machine and several unanswered phone calls and an actual visit to the repair centre who said they never even got my machine, the careless team at Nespresso informed me that they must have lost my machine.
Good news though, they would replace it.
The replacement comes and we thought all was well but nope, the new machine now has an unfixable error that no one from the team can seem to fix. So guess what....I have to send it to the repair centre AGAIN! After considering this I decided I didn’t want to go without my expensive machine again and called the team once again and requested a replacement as the machine is clearly faulty
I called FIVE TIMES over the course of 9 days after being told it would be just 1-2 days before someone would call me back with no response.
Finally today I manage to get a manager who was so rude on the phone and told me a replacement wouldn’t be possible.
I am done with Nespresso. I get no new machine, no offer of any kind of compensation for my months of troubles and no offer for a refund. I’ve spent more money on coffee than ever before just waiting for the damn thing to get fixed.

DO NOT EVER SHOP WITH NESPRESSO.

I was happy with my Nespresso Vertuo Plus machine until it started leaking repeatedly all over the bench and when I contacted Nespresso Australia was told that "Repairs can take anywhere between 3-5 weeks to be delivered, seen to repaired and returned." Nespresso's view was that this was "not considered a lengthy time period" and that a lengthy time period would be "6 months". Nespresso refused my request for a replacement under the Australian Consumer Law.

Going without coffee for 3-5 weeks after purchasing a machine only a year ago is not reasonable, especially given the premium product expectations associated with Nespresso.

I would never have purchased a Nespresso machine if I had known it would fail so quickly and Nespresso would refuse to replace it.

This company sucks, still waiting for a refund after 7 weeks, avoid at all costs

So I have a Vertuo machine which I love. I recently moved house and all of a sudden my orders are extremely late or do not arrive at all. I sent an email to the "customer service experts" and got a very apologetic email saying they will give me two free sleeves which I accepted but advised that my pods still had not arrived. I checked tracking yesterday, nothing, checked this morning and it shows it has been returned to sender, incorrect address! I rang "customer service" and the "Karen" I spoke to told me not their fault, its the courier! When I explained it was the courier they use, not my choice so in the end it is totally their fault she became a bit combative. When I Karened the Karen and asked to speak with a supervisor I was told she could not do that and it could be escalated but it will take 2 to 3 days for them to get back to me (obviously lots of complaints).I then came up with a solution, I can pick up from a store, not allowed. I was given two options, order gets resent and that will "hopefully" be there in two to 3 days or I can cancel and get my money back which will take 10 dog years to be returned! No offer of popping it over express post for no extra cost due to this being Nespresso's fault! So I want my coffee obviously and thats my choice. Geez they are pus at customer service!

I have three machines. Each one packs up every twelve months or so, The Nespresso service center couldn't care less. The cost of repairs is more than the value of the machines - not to mention the time and effort in organizing couriers and so forth with uncaring disinterested Nespresso service people.

I'm of a mind now to throw all three machines in the skip and buy something that is reliable, works and is serviced and supported by people who actually care about their product.

Does anyone else simply dread calling customer service these days? Gone are the days of actual customer service or even attempting to be helpful. The ombudsman is a great reference point to start at when you’re ready to take on these big companies that try to blow you off.

Machine started leaking after about 6 months.
Call 1. - buy descaler run it through the machine
Call 2.- descaler doesn’t always work, do it with water a couple of times
Call3. - repeat instructions from call 1&3.
Call 4.- machine leaking all they offer is a repair which requires me to drive to the Post Office and mail wait 3-4 weeks for repair. For the same for when it’s easy to be picked up. Not good enough, I’d like to find another solution, perhaps send me a loan machine while mine is being repaired, told ‘we don’t have loan machines’ I get hung up on.
Call 5.- disconnected again.
Call 6.- called the place we bought it from (Costco)and asked about refund/ replace etc.
we can return it for a refund and purchase a new one ( store is 6 hour return drive)
Call 7.- called Nespresso again and repeated call 4 chit chat asked for a replacement machine. Lady was not particularly pleasant but she was less awful than Call 3. Supervisor said they don’t have any loan machines at the moment and will replace the machine.
I requested new descaler packs or refund for the ones we used in order to find resolution. Told no. Supervisor will call in a few days to discuss it as her supervisor couldn’t authorize it.

Will wait to see what call 8 looks like cause we all know that supervisor ain’t going to call me back right.

UPDATE-

New machine arrived in 2 days. Its a little odd, its factory taped and sealed however the box shows 12 sample pods that should have been with the new machine which were not and the instruction manual is different to the original one even though its the same machine.
Call 8-well that call never came so i called them. I was placed on hold for 21 minutes while the customer service representative spoke to his supervisor. unfortunately i need to wait the allocated 4-5 days for a call back with a resolution, i gently reminded the chap that it had been 5 days since my initial request for a resolution. Got the same lines that I got from the other calls & was also firmly told that it had only been 4 days..... I said it has been 5 business days. He was getting a little short tempered with me as i insisted it was 5 business days. He said" it was a long weekend" queens birthday. I responded " no it was not" he insisted it was a long weekend on the monday. I asked " what country do you think i am calling from?"

Needless to say it was a long weekend in New Zealand and I live in Australia. Again he insisted that he works in auckland and I should wait the allocated 4-5 days.

So folks remember to check your international public holiday calendar before calling nespresso.

So they posted a "personalised offer" linked to my wife's membership which expired on 29th March. Can't go to their boutique stores as they are closed due to COVID-19 so try online through my wife's membership (on the 29th March) & no offer anywhere to be seen. Ring customer service & told that the offer has been removed a few days ago because it was too popular...Really? I thought this was a "personalised offer". Why have an expiry date on an offer you cannot honour?? Deceitful advertising.....

Wow they send out an offer then when we call to redeem it they advise that they ran out of the extra sleeve ? How does that happen rude and dismissive

Customer service operators are rude.

Yelling at their customers

I'm disappointed that a company such as Nespresso should be taking advantage of the currrent situation with self-isolation and the Corona Virus. I received a special offer through the post and went online to order only to find that the company had withdrawn the offer due to high demand. Taking advantage of people's misfortune to increase profits is far from honourable... Shame on you Nespresso.

Purchased a Nespresso Virtuo Plus 3 months ago and it has started leaking coffee at the base. Nespresso refuse to replace it, even though it is under warranty. They are seeking to repair it, which will leave me without a coffee machine for at least 10 days with no offer of replacement unit. We are also on a subscription, so while we continue to pay the $50 per month, there is no coffee machine. The machine is substandard, the customer service is substandard - I’ll be following up with Consumer Affairs and Choice

I have to say Nespresso Australia coffee is ok if overpriced, but their delivery service is appalling... Their delivery promise rarely achieved... amateurish management at best. They need to hire pros in there... People with the can do attitude not the minimum 9-5 business hours mentality... Clients are an afterthought for those poncy glorified capsules packagers... Its the easiest job in the world so we are expecting faultless process. I am investigating an alternative and will switch for good.

Like so many others here, our $300 Nespresso machine broke after less than 3 mths. First they said we had to descale it, which was an obvious stalling tactic. We'd made ~100 coffees in the 10wks since buying it, and even the manual says 300 capsule before a descale. Then we had to wait for a full day 9am-5pm for a pick-up. (No other company I know of is that disorganised.) So my partner took the day off work. Then the courier never showed. We called the next day, and they had no record of the courier being booked. Now - already $300, plus a box of wasted pods, a descale kit, and a day of work down the hole - they've told us we have to pack and ship the machine back to them. Pathetic.

Placed a recent order online, site pushed a promotion which offered 3 free sleeves when you order 20 sleeves. When the order arrived there were no free sleeves. Contacted Nespresso to be informed the offer had ended the day before I placed the order. Apparently they think it is OK to have a deceptive and miss leading website!

Utterly dreadful customer care phone service and dreadful professionalism.
Australian calls are transferred through to New Zealand.
The disgusting operator called “Emily” needs to be sacked. I hope the HR & training for Nespresso NZ call centre / Tech Support do a major overhaul of their staff.
People need to know they are replaceable. Be kind, always!