Nespresso Netherlands Reviews 1,006

My machine has been working fine until right after past the warranty period. It stopped reading the pod and when I contacted service the only option I was offered is either buy a new machine or pay the same price as a new machine for repairs. I find it absolutely unacceptable to not offer normal price repair. I am left with a broken machine and a bunch of capsules which I can’t use. I really don’t recommend Nespresso, it seems they build their machine to pass the warranty and then you can throw them away. Very disappointed.

UPD: I reached out (as the Nespresso's response below suggests) and nothing new was said, it is either you pay a lot of money for the repair or buy a new machine. Again confirms that the business structure is to make you buy machines every 2 years.

The problem I have with Nespresso is that it isimpossible to buy coffee in the shop in Rotterdam I have been there this morning, waiting for 20 minutes in line and there was only one person servicing all these people with out any order. I was waiting for more than 20 minutes, and nobody pay attention,even when I asked for information I have been ignored after that experience I have cancelled my subscription

tried to call 3 times today. every time they pick up. they say hello... i say hello back.. they hang up.

before that. i tried to get a subscription with them, along with 50% off for an machine. something went wrong on their side.. and it seems that my order has been put on hold for awhile now.
i gotta say. my previous experience with nespresso was always quiet good.. but seeing as i never checked on trustpilot.. damn...

also... trying to get a koffie plan subscription wasnt posible for me... every time i click on ideal and want to pay it sends me a paypal link which i can't even click.

Worst service I ever had!!! We got our nespresso fixed, because it was broken. The pick-up was already terrible. It took them 3 times to pick it up. Then they charged us double the amount we should have paid.. so we didn’t pay that bill because it was incorrect. We have let nespresso know, but we already got a warning that we had to pay, so we got charged with administrative fee. Ofcourse we asked Nespresso what to do and they said we just had to pay and we would receive the money (incl. Administrative fee) back. We asked to get that in writing, but we never got it. So we decided to pay because of the warning. It took us 10 phone-calls with nespresso to get our money back. Nobody could really help us and the back office was never available. Finally they fixed the bill, but said we could not get the administrative fee back. They told us that by paying the extra fee we agreed to the terms of the added costs.. well this really pisses me off!!! We got misinformed and got the runaround. Thank you Nespresso. Will never buy something from you again.

I registered my new machine (Magimix Inissia) on 19.01.2024 and proceeded to make an order, taking advantage of the promo offer when you register a new machine.

I paid 10.20 EUR through iDeal at 23:25 pm on the same day:
- 5 EUR for 100 capsules (promo offer due to the new machine)
- 5.20 EUR for 10 capsules of Cioccolatino

I never got an order number or a confirmation email.
I also never received a tracking number.

I had to call, text them through WhatsApp and send them multiple emails.

They claim they have already sent the order but when I ask them for an order number or a tracking number, they never reply, avoiding the subject.

Customer Number: 2794308

Update 30-01-2024:
The package was finally sent along with an extra gift and I am about to receive it today.

I placed an order 14 days ago which has never been delivered nor handled to the courier. The customer service person I spoke to was absolutely unprofessional, first trying to add the money to be refunded as CREDIT to my account (which I never asked to do, as I don’t usually shop on Nespresso) and then stating she needed to open an investigation (which for the record has been open already for ages, with no updates). I asked questions about potential updates and complaining that it’s not possible to keep a customer pending for 2 weeks and the answer to all my questions was “yes”.

I will never shop another item on Nespresso in my life.

Unbelievably awful customer experience. My Nespresso machine was broken. I'm not even saying that if you bought your NESPRESSO machine not in the Netherlands, but in another country, you cannot fix your NESPRESSO machine here, even though this is ONE company. My machine was broken. My wife calls Nespresso at 11am. They need to consult about our case with some special 'afdeling', but it is not reachable. Ask us to call in an hour. We call them in an hour. The 'afdeling' is not reachable, call us tomorrow. Seems like simply getting my machine fixed takes hours and hours on the phone, takes several weeks, and it still will not be fixed! I used to promote Nespresso to my friends. Nice stores, great offline service. But this case - never ever am I recommending this company again, nor am I using it anymore.

I have ordered 5x10 nespresso capsules and advent calendar. I only received 3x10 capsules. And one sleeve was damaged. I contacted via WhatsApp the company. I was treated by three different person (have no idea why); every new person wanted all information again verified, second person was very unfriendly. I finally got a refund (after 4 ! hours chatting with them) for two sleeves and I never got a refund for the damaged sleeve.

Customer service via phone was extremely helpful. I forgot the name of the guy. I called yesterday and he helped me with my machine through the phone. Very good service! thanks for good experience :)

After placing an online order, I received a tracking update that it had been delivered, despite not receiving anything. I spoke to Nespresso on the phone and they assured me that they will send out a replacement order. I was then surprised to receive a reminder to pay the invoice for this replacement order, but I followed the instructions of nespresso customer service to ignore this invoice, since it is for a replacement order that does not need to be paid for. Well, after following these instructions my account was then blocked because of the unpaid invoice. After being ignored in their WhatsApp chat (what’s the point of offering a WhatsApp support option if no one responds to messages there?), I was able to speak to someone on the phone who assured me that they will cancel the invoice and get the account unblocked, but this would take up to 3 days. Which was a bit frustrating, as I was already waiting to place another order. It’s now been a week since that phone call and I just contacted them again and was told that they are sending a message to the relevant department and again saying that it will take up to 3 days for my account to be unblocked. This means I still can’t place my order and I will also miss the offers that are on now. When I expressed my frustration they simply say there’s nothing they can do and it has been passed on to the right department. So basically I just have to wait and wait and wait while nespresso figure out how to unblock my account, after they blocked it in the first place due to their own error.
The worst part about it is that this is already the second time that I’ve had this exact experience happen to me!
Clearly their customer service is just extremely poor and I think there are many other reviews here that reflect the same.

I returned a coffee machine on October 8, expecting a refund within 14 days. After 1.5 months, at least ten phone calls and countless messages later I received a refund on November 24. But guess what! I received the refund as a Nespresso credit on my Nespresso account, not on my credit card. I will no longer buy anything from Nesresso, I won’t step my foot into a Nespresso shop so what am I supposed to do with a Nespresso credit? I probably have to call and message again for months to get the money back on my credit card. I am so done with them. They are such a scam. I will do all in my power to stop this company from scamming customers. What an unacceptable service!

I had an absurdly terrible customer care experience with a very entitled person called Merrelyn.
Nespresso failed a simple job : write the correct address on my package. According to this lady, I had to wait forever, and if I received it at some point, send it back for a refund. However, after checking in with another customer care person with some brains, we realized even the second reshipment of package had the same unknown address issue. Clearly someone isnt pay enough to write the right address on the packages, but is certainly payed enough to act rude and entitled. Please avoid Merrelyn like the plague.

I have placed an online order via the Nespresso app and ten days later I have not received my order. I got a confirmation email twice that my order was successfully delivered in my address which was not true. When I contacted the customer service in order to track my order they found out that both times the order was not delivered despite the email. The whole process is unacceptable and I have already spent so much time and effort trying to find out where the package is. When I asked for a refund they told me to wait for another week and if I don't receive my money back to contact them again. A great customer service!!!So if you have time, energy and money to spend such order online Nespresso products :-)

The screwed up the payment process so my order did not go through. I placed the order again, but two hours later I received an email that both orders are placed now. After I immediately contacted the customer service, they said there was nothing they could do. I should just return the second order. So I am left to clean up there mess. For a company that is selling a definite luxury product, I would have expected more. Back to regular beans, this is not worth it.

I wouldn’t even give one star. The worst company ever. Don’t trust the name. I bought a machine with subscription of 65 euro every month. And one month my order was lost by DHL and they sent me a new order. One week after I received the lost order and informed Nespresso about it. Call center told me that if I don’t make any orders next month the remaining 43 euro difference will be taken from there. And I followed as told so. Next month they suspended my account. I called back and they told me it is a mistake and removed the block. This week I received an incasso mail. Called back call center and they said they will cancel the incasso. But now I received a new mail. My subscription is cancelled not incasso. Nobody knows what they are doing and no one speaks English. They rip off people in this way. Doesn’t matter you are a loyal customer or not. Doesn’t matter you are honest or not. Very poor. I will throw away this machine and never use Nespresso again. Not recommended. Don’t fall in the trap of machine subscription. They are not able to deliver their product and customers have to pay for it. Awful company

I have unsuccessfully tried to delete my account several times over as I have left the country and want to create a new profile in that countrys' systems. Despite following the correct protocol and asking for deletion multiple times they have failed to do so. Worthless customer service. Do not touch this firms services with a ten foot pole

They send a bill for coffee I never ordered. Administration is a mess.

I bought 2 new espresso machines and made use of the mothers day promotion to get an Aeroccino and a selection of capsules for an additional EUR 15. By mistake I was sent 3 payment links which I all paid. I received 3 notifications that packages were on the way but only 2 arrived (I wasted one full day of waiting at home for DHL to arrive). Subsequently I have been calling multiple times (8?) to get the missing package delivered (my preference) or my money refunded. I have been on the phone for hours and last night I spoke to the Dutch Chelsea (18.00 hours on Friday 2 May) and got the worst customer service ever. No apology or sorry for the many times I had to call and that I was put on hold listening to 'your call is important to us' (all in all a good couple of hours), no sorry for the multiple mistakes made by Nespresso, no offer of compensation, no attempt to sound sincere or try understand my frustration, etc. I can't believe I am still supporting this company as the service is worst ever. Six weeks later I am stil waiting for a refund or my preferred package delivery.....disgraceful!

Never thought of checking out such a company in Trustpilot but one never knows, you would think that with a guy like George Clooney they could also afford certain customer satisfaction...

Terrible experience with Nespresso. Ordered coffee worth 100 euros 3 months ago and the package was damaged in transit. Since then I've trying to get my money back and it has costed me a number of calls waiting time and endless chasing. To this date nothing received. I think it is absolutely appalling, I promise to never ever ever to buy coffee from this rotten company again.

It takes literally 20 to 30 minutes to get someone on the line. They don't have the chat anymore, so the only option is calling. The guy was friendly I tried to do his best to help. I sent my machine for repairs and ask for one in the meanwhile. He told me I would get one for €15. Reasonable. Well they came pick my muchine but no machine for the time being. I call again and the new person tells me there was no request made for a replacement machine and that she can't change that anymore so I have to wait without a machine. What kind of service is this!