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Nespresso Canada

Montreal, Quebec, Canada, H2X 4B3

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Reviews Coffee and Tea Nespresso Canada

Nespresso Canada Reviews (%countItem)

Customer service is awful. They do not follow up when say they will, they do not fix the machine like they said they will, they are not accountable to customers.
My machine broke, they said they send a box to fix it, its been 3.5 weeks no box, I have followed up with four people, including one being a manager and they dont appear to have any solutions to help me buy coffee and/or a new machine. I want to use their product and order/drink coffee but I do not have a machine, they are insistIng I should get the machine fixed but hard to do when I can send it in because their is no box to send it. A manager recently offered me a credit for a new machine (which was 99.99 off a new machine retailing for 200) I said sure I just want a machine that works. At that point I went online to see machine was on sale for 119 with a 25 credit, she insisted that wasnt the case but later agreed it was.
Then she couldnt order machine said their is a issue with website and cant order and told me she call me back right away. Never called back. 2 days later I called and spent 35 min on hold then hr rehashing this nightmare. I was told they cant help me because I am with a manager. I told them I just want a new machine I will pay for it. I never knew it was so difficult to buy coffee and a coffee machine

I purchased a Nespresso machine on January 23, 2020. In the past week (4.5 months after the purchase), the machine is now leaking and malfunctioning. On the Nespresso website, it states that they will repair defective machines and during the repair time they will provide the customer with a loaner machine.
I spoke with the customer service representative for nearly 40 minutes. She said they will take my defective machine to repair it, but not provide me with a loaner machine while it is being repaired. This is against their advertised policy on their website. From reading customer reviews, I have seen that repairs sometimes take multiple months. I think that is acceptable if a loaner machine is provided, but totally unacceptable if the loaner is not provided considering the advertised policy for repairs.
If they cannot provide a loaner, then they should replace my machine with a new one instead of taking it for repairs. It is only 4.5 months old and a very expensive piece of machine for a coffee maker...my Nespresso membership number

Nespresso Canada Response • Jun 22, 2020

Nespresso has made contact with Mr. and provided a complete and free machine replacement.

The product was sent on June 15th and delivered by *** on June 17th 2020. Nespresso considers this case closed now as it is resolved according to the client's demand.

Customer Response • Jun 22, 2020

Complaint: ***

I am rejecting this response because the response is partially true. I did receive a replacement machine, but I am questioning that fact that it is a new machine. I have already emailed the contact person (***) I was dealing with at the start, but I have not yet heard back from her. The issue is that the replacement machine is not functional. After 1 day, it is leaking water and from the base and only partially filling a cup. I assume that either there is a hole in the water feed tubing or it is not connected properly internally. I am not going take the machine apart to check because I assume that would void any warranty. How can a new machine that is supposed to be a replacement for the 1st defective machine come already defective? In any case, I do not consider this case resolved because my defective machine was replaced with another defective machine.

Sincerely

This company promised me a new machine if I sent my old one in. Sent my old machine in and waited 2 months and they sent the old broken machine back. I called customer service and the customer service rep (***) *** or however it is spelt told us that she did not need to help us. Customer service actually told us she didn’t have to help us. She then hung up on us. We now still have the broken machine with no one to contact because they hung up on us.

I cannot express enough how absolutely TERRIBLE their customer service is. I thought I new bad customer service in the past, but this is on a whole other level. My machine broke 2.5 months ago, and I originally called and spoke with a “coffee specialist”, whereby my machine was still broken after over an hour on the phone with them. I was told to send my machine in and that there were no replacement machines available at the moment so I was just to sit tight and wait... WELL I waited a good 2 months... still no machine, no word from them - I called countless times and wasted hours with there customer service reps to no avail. Finally I was told I would be receiving a new machine in the mail. Today I finally received the package and they sent me my OLD MACHINE, seemingly untouched as it is still broken! Such a joke.

We bought a VertuoPlus coffee machine on October 21, 2019 directly from Nespresso Canada and it performed well until April 2020 wherein it started to leak around the bottom. In early April 2020 after being on hold for over one hour I spoke to a customer service rep to explain our problem. After much arguing, she finally agreed to send us a shipping package to send back the machine and once received by Nespresso they would then send me a new machine under warranty. To date we haven't received anything and its impossible to reach anyone by telephone. All we want is a new machine so we can continue to use their coffee pods. Their customer service is terrible.

We purchased a VertuoPlus machine on October 21, 2019, with a 6 month warranty. It started to leak coffee around the bottom about 2 weeks ago. Waited on hold this morning for 1 hour before getting through to a rep. I explained the problem, she said I would have to send it back for repairs, I said unacceptable, please send me a "new" machine as its under warranty and the I will use the box to return the faulty machine. She said can't do this. I find the fact that they don't trust their customers to return a faulty machine unacceptable. Instead they want us to be without a machine while we wait and hope they send us a replacement, a 5 to 8 day wait at best. We have been members of their Nespresso Club since 2016, this is our second machine purchase and yet we are treated like we are a nuisance. I'm very disappointed in their corporate policy and will not continue with them going forward.

I did a big order from Nespresso about $1700 I call Nespresso before and ask them if their machine are compatible for out of Canada use they told me yes I did approach us after I did approach is the representative promised me for mugs as another gift This shipment came There is no mugs and the machine are not compatible to work outside of Canada now I need to buy 130 bags of converter for the electricity.
The managers was very rude Didn’t offer no solution didn’t offer to return the items because of the coronavirus now I am stuck with stuff that I don’t need maintenance $1700 I want the head office to contact with me for results!

Nespresso Canada Response • Apr 14, 2020

Nespresso Canada was able to reach out to the consumer and determine an appropriate resolution to his complaint. Thank you

I sent my machine for repairs nearly three months ago, Nespresso still has not returned the machine nor are able to tell me where the machine is. I call every week at least once or twice to try and track it so I can pick it up. Every week they tell me someone will send an email with a tracking number and this still hasn’t happened. I just want my machine back, but at this point I’m pretty positive they have lost it and won’t return it to me.

Nespresso Canada Response • Mar 09, 2020

To whom it may concern,

We have reached out to the client and agreed to provide her a new machine with our deepest apologies on the difficult process she has gone through.

The client was satisfied and we are considering this case closed.

We remain available for any questions

Customer Response • Mar 10, 2020

:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Sincerely

Order of events

Nov 29, 2019:
I received Black Friday promotional email from Nespresso Canada.

Dec 02, 2019:
I placed an online order for the total of $69.04 paid by using *** to be delivered within 2-8 business days.
Between Dec 2nd and Dec 11th, I followed status of my order online and it was showing 'pending' daily, until Dec 11th.

Dec 11, 2019:
Information of my order disappeared from my online account and the credit of $89.04 (my math: $69.04 of my order amount and $20 old credit) appeared. I called Customer Service right away to see what happened with my order, since I didn't want my Christmas presents to be late. Customer Service Representative told me that one of the items that I ordered is not available (Limited Edition Nordic Coffee Trio Pack) and the whole order get cancelled, which shouldn't be. So he said, that he will change the order to ship three individual packs (from the original trio pack) instead of the limited edition item and reorder all.
I checked my account after and I saw new order stating all regular prices (no discounts, free shipping and free gifts) which totaled $112.40. Basically almost 65% higher price for less of a value ($112.40-$69.04=$43.36).
I had to call again Customer Service to find out what is the logic behind this and try to fix it. This time I was told that I cannot have the same discounts and, what I can do is look at current deals and order what is available now. I asked if I can talk to her ***/supervisor who should able to help me and I was told that if I escalate the issue, the *** will call me back within next 5 (five) days? At this point, I was disappointed with the whole situation and I just asked for my money to be refunded. She told me that refund will be done to the original source of payment, which is ***. I checked my account online again and all I can see my Nespresso account credited back to $89.04, which is locked to buy only Nespresso products. Another disappointment. I have to call again to adjust another mistake on their part!

Overall, ordering online initially was really quick and convenient. But, up to this point, waiting for order full 8 (eight) business days, finding out that order is cancelled, checking online account status, calling repeatedly Customer Service and getting different outcomes and, on top of everything, starting all over to look for a Christmas gifts... really poorly handled by the company our family was really fond of for a long time.

Nespresso Canada Response • Dec 13, 2019

Nespresso Canada has reached out to the customer in order to resolve the problem.

Customer Response • Dec 21, 2019

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

I received a call from Nespresso *** and received great response. She resent the original order with additional free gift and $10 credit to my Nespresso account. The two shipments arrived on time to be given as gifts for Christmas. Thank you Nespresso.

Sincerely

Several contacts with Nespresso and no response back for repair of my 6 month old vertuo plus machine.
In July of 2018 I purchased a vertuo plus coffee machine from Nespresso $290.00. On December 27th 2018 I could not get the lid to open, I contacted Nespresso and we tried over the phone to fix it to no avail. The representative stated that the would send out a loaner machine and that mine would need to be returned to get it fixed. Most likely the chip he said. On the 7th of January 2019 I called to see where the machine was at, they had made a mistake and forgot to send it out. By then I had to purchase a coffee pot to ensure my Holiday company had coffee. I was ensure on the 7th that they would expedite a machine and a manager would call, on the 9th nothing had been received and no manager called. I contacted them again and spoke to a manager. He stated that it was impossible to send a machine in two days and that I would receive it by Friday for sure. That the employee who told me this was wrong. On Monday the 14th of January nothing received I called again and was given the same sad story that a manager would call and that they had put in an escalation ticket. Today's date the 17th of January, I have not received a machine or a call from a manager. I had now incurred expenses of a new coffee machine and ground coffee. I have over $200 dollars of Nespresso capsules in my cupboard I can not use and a broken machine.

Nespresso Canada Response • Feb 13, 2019

Initial Business Response /(1000, 5, 2019/02/01) */
Hello, We apologies for the delay in treatment of Mrs. situation as we care a lot about our customer service and our customer satisfaction. After reaching out to our customer service department, I can say that Mrs. machine was replaced by a new one and the the situation is closed on our side as the customer was satisfied with the resolution

The seller did not clarified key info about how Nespresso coffee is only available online and there is shipping fees.
When purchasing a coffee maker from a Nespresso booth in *** store in Oakville ONT, the seller did not share all the details of how the business model for Nespresso works. I was told to buy the coffee maker because of its convenience and easy of use but was not told that I will be forced to only use Nespresso branded coffee and also that the coffee is only and only is available online. Not only I have no choice to buy the coffee elsewhere, I am forced to pay shipping fees and charges, which again was not disclosed by seller.

Nespresso Canada Response • Feb 18, 2019

Initial Business Response /(1000, 11, 2019/02/04) */
We are sorry to hear that the explanation you received on the machine did not match your expectations, and that you are dissatisfied about it.
In no circumstances, a consumer/customer is married to a single website or company to provide services. Nespresso capsules are available on the website, but also over the phone and in boutiques. I see that Mr. lives in Burlington, and we are glad to let him know that there is a Nespresso boutique in the ***. Regarding delivery fees, yes there is a delivery fee for some orders, but if a certain amount of capsules is purchased, the delivery fee are offered.
For this case, Mr. was reimbursed the delivery fee he did not know about and seemed satisfied with the resolution.

Repair not up to high end espresso machine standards.
Name: ***
Customer #: ***

In Sep 2018, I received a Nespresso machine as a present. Shortly afterwards we left the country for approx 3 week. When we returned to our Nespresso machine did not operate correctly. I contacted Nespresso on the weekend of Oct 20th for troubleshooting, after going through the steps it was determined that there was an issue with the machine and it needed to be sent in for repair. They offered to send me a replacement machine while my machine was in for repair. After discussing we found out the machine they were sending was not at the same quality as the machine I had. The machine could not make milk based drinks. I had the call escalated to a supervisor *** on Oct 22nd. I requested either a replace machine be sent, a replacement milk jug (for my machine) or milk jug for temporary machine. I was declined on all there options. *** offered to rush the service for me and and I reluctantly agreed. I agreed as there was a chance I could get my machine back the same week. That evening I received 2 tracking #, the numbers, the next day I received an empty box which I loaded up my machine and sent in ASAP. On Oct 26th, I received the 2nd box. It was not the replacement machine but some cups. I called in an spoke to *** again on Oct 26th. *** looked into the issue and let me know that the box should have came with a replacement machine and that they had made a mistake. He could not send me a replacement machine at this point as my machine was received and it should have been fixed shortly. On Oct 31st I received the machine back, I noticed when they sent back that the machine was very secure. When they originally sent me the machine it was an empty box, I try to secure it as best as I could but it was not the same standard as they way they sent it to me as they missed sending me the foam and packing materials.
At the end of the day we did not have a machine for approx 2 weeks. My wife who is home with Kids was very impacted as she drank several cups of Nespresso on a daily basis. In addition we accrued a significant amount of cost buy drinks at our local cafes.
On Oct 31st, I called into 2nd level support and put in a complaint. I was expecting a call back from corporate but received no call.

In summary there are 4 main issues
1) Lack of high end support
2) Receiving an empty box and no replacement machine. I have come to learn this has happened to other
3) Long term impact on send my machine in less then secure packaging.
4) Lack of complaint support from corporate

Nespresso Canada Response • Dec 26, 2018

Initial Business Response /(1000, 8, 2018/11/30) */
Hello,

I am sorry to hear that Mr *** was not satisfied with the service received from our Nespresso representatives, so first of all, I would like to offer my apologies for the issues.

Regadring the issue at hand, I see that our customer relation center entered in contact with Mr *** on November 19th, and found a resolution as the machine was replaced by a new one and Mr *** received goodwill gesture as compensation for the troubles.

On our end, we can consider the case closed as Mr *** accepted our resolution and compensation.

Thank you.

Initial Consumer Rebuttal /(3000, 10, 2018/12/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nespresso responded to me regarding my initial complaint. They provided me a replacement machine which resolved the point '3' on long term issue. however, I am unhappy about the amount of time we spent without a coffee machine, as my wife relies heavily on the machine (multiple times a day) as she is home with young children and cannot easily get out of the house. Nespresso has promised a loaner machine while fixing our machine, which they did not provide and admitted it was their mistake. for the week that the machine was gone, she did not have access to coffee (as they forgot to send her a replacement). Their gesture of goodwill was to send brown sugar packs, descaling kit and a box of nespresso chocolates. I did not happily accept this, and am rather insulted by what they sent. This does not makeup for the time, money, inconvenience and physical caffeine withdrawal symptoms we faced. I do not believe this case is closed on my end.

Privacy Breach/Incorrect Order
Hi, I placed an order with Nespresso on Jan 26th and upon opening it I realized it was not my order. It included the full name, customer # and address of another individual including their coffee pods.

I called Nespresso and they rectified my order and sent me mine. However, I am deeply concerned as now someone has my full name, customer # and address.
I raised my concern to *** Nespresso in January. Initially, I had asked him I would like a follow up to know who has my information and since I did not get a call back from him I reached out to him again in March. He called me however, due to connection issues he advised me to call him back right away which I did and left my phone number. It has now been another full week of calling him with no reply back.

This privacy breach is causing me undue stress now to closely monitor all my finances and personal information to ensure nothing is compromised.

I have asked for a mutual resolution and since I haven't heard back; I would like to request a *** Graphite machine be sent to me ASAP as settlement to this matter.

Could you please take this matter seriously and have it resolved?

Thank you

Nespresso Canada Response • Apr 09, 2018

Initial Business Response /(1000, 5, 2018/03/29) */
Nespresso values club member privacy and we work to minimize these type of errors from occurring. Although these types of errors are quite rare, in this instance the error of shipping the incorrect order to a club member occurred. We have taken further steps to correct this at our warehouse and have come to a resolution with the club member concerning his complaint.

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