Nespresso

Good Afternoon, A promotional credit of $was added to Member Account # [redacted] on and is currently available for the member to use for the next orderOrders may be placed online at [redacted] or by calling The Nespresso Club at ###-###-####Our Coffee Specialists are available 24/to assist Sincerely, [redacted] **

Good Morning, While [redacted] was not initially eligible for our Year End promotion as it has expired, we have made an exception and placed the $promotional credit to her Member account # [redacted] This credit will be available for her to use towards her next purchase at NespressoShe may place her order online at www.nespresso.com or by calling the Nespresso Club 24/at ###-###-#### An email was also sent to [redacted] confirming the above mentioned credit Sincerely, [redacted] **

We initially heard from [redacted] on November **, with a complaint that the water tank on his machine was rustyWe attempted to return his call on November **, to get further information and left a message on his voice mail to return our callAfter several attempts to contact *** [redacted] we spoke with him on December *, and advised him that the part on his year old machine that required replacement was no longer in stockWe therefore sent him a return mail label and asked him to return the machine in question and we would replace it free of charge with a new machineThe new replacement machine was delivered to this customer on December *, From our side this issue has been completely resolved and we have not heard any further comment from the customer

Good Afternoon, [redacted] provided a receipt for her purchase of a Nespresso VertuoLine machine from [redacted] The receipt, which is attached, shows a purchase date of in the amount of $At the time of her purchase, [redacted] received 25% off the machine price because of a promotion going on from - Rather than paying $plus tax, [redacted] saved almost $on the purchase of her machineThe Year End Promotion, which is active for purchases starting - offers a $club credit for eligible machine purchases [redacted] submitted her receipt for the Year End Promotion, which was denied on due to the following: -The terms and conditions of the 25% sale from - states that this promotion cannot be combined with any other promotion -The terms and conditions of the Year End Promotion from - states that this promotion cannot be combined with any other promotion -The purchase date did not meet the requirement of the Year End Promotion [redacted] is a valued member of the Nespresso Club and in an attempt to make up for the inconvenience, we sent her a special gift of a set of Glass Espresso Cups on Attached you will find the receipt of the machine purchase, the terms and conditions of 25% Machine Sale as well as the terms and conditions of the Year End PromotionIf there are any questions or concerns, we may be reached 24/at ###-###-####Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and I understand the matter is considered resolved (although not to my satisfaction)- I have no choice but to accept their response I have no alternative place to purchase the coffee for my machine Thank you for your time and consideration Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolvedWhile they are incorrect in implying that I was no longer eligible to receive the benefit as the item was purchased within the correct promotional time frame, I understand that this makes them look better for those seeing the complaint, and regardless they gave the resolution that I desired, so I will accept the response to the complaint.
Sincerely,
*** ***

Good Afternoon,A *** has reached out to *** *** to apologize for the delay in processing his order and explained that it was due to a system glitch, which prevented the order from going through initiallyThe order has since been shipped with rush delivery*** *** was also sent
a gift to hopefully make up for the inconvience he experienced due to this errorShould *** *** have any further questions, he may contact us at ###-###-####Our Coffee Specialists are available 24/to assist with any questions or concerns.Sincerely,*** ** ***

Good Afternoon,A manager has provided a resolution for this issue, to which *** *** has agreedOnce the loaner machine is sent back, we will send *** *** a replacement machine, which is an upgrade from the one he currently hasThe manager has provided him with direct contact information in case there are any questions or concerns.We hope that this issue is now resolved and look forward to providing excellent customer service to *** ***, who is a very valued Club Member.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Good Afternoon,A supervisor has made several attempts to reach [redacted] withonly a few contacts made with [redacted]. We have explained that while we cannotoffer a refund of a purchase made over a year ago, we have offered to send hima new Lattissima Pro machine, which is one of our newest machines!...

Uponspeaking with [redacted], the supervisor was told that they wish to see onlinereviews of our offered machine to ensure that they are making the bestdecision. We will attempt to contact [redacted] or [redacted] today as we await theirdecision.We are available 24/7 to assist [redacted] and [redacted] with anyquestions or concerns at ###-###-####. Sincerely,[redacted] Sincerely,[redacted]

Good Afternoon,  [redacted] provided a receipt for her purchase of a Nespresso VertuoLine machine from [redacted]. The receipt, which is attached, shows a purchase date of 11/**/14 in the amount of $238.46. At the time of her purchase, [redacted] received 25% off the machine price because...

of a promotion going on from 11/**/14 - 11/**/14. Rather than paying $299 plus tax, [redacted] saved almost $75 on the purchase of her machine. The Year End Promotion, which is active for purchases starting 11/**/14 - 01/**/15 offers a $100 club credit for eligible machine purchases. [redacted] submitted her receipt for the Year End Promotion, which was denied on 12/**/14 due to the following: -The terms and conditions of the 25% sale from 11/**/14 - 11/**/14 states that this promotion cannot be combined with any other promotion -The terms and conditions of the Year End Promotion from 11/**/14 - 01/**/15 states that this promotion cannot be combined with any other promotion -The purchase date did not meet the requirement of the Year End Promotion [redacted] is a valued member of the Nespresso Club and in an attempt to make up for the inconvenience, we sent her a special gift of a set of Glass Espresso Cups on 12/**/14. Attached you will find the receipt of the machine purchase, the terms and conditions of 25% Machine Sale as well as the terms and conditions of the Year End Promotion. If there are any questions or concerns, we may be reached 24/7 at ###-###-####. Sincerely,[redacted]
[redacted]

We initially heard from [redacted] on November **, 2014 with a complaint that the water tank on his machine was rusty. We attempted to return his call on November **, 2014 to get further information and left a message on his voice mail to return our call. After several attempts to contact [redacted]...

[redacted] we spoke with him on December *, 2014 and advised him that the part on his 2 year old machine that required replacement was no longer in stock. We therefore sent him a return mail label and asked him to return the machine in question and we would replace it free of charge with a new machine. The new replacement machine was delivered to this customer on December *, 2014. From our side this issue has been completely resolved and we have not heard any further comment from the customer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I understand the matter is considered resolved (although not to my satisfaction)- I have no choice but to accept their response.  I have no alternative place to purchase the coffee for my machine.  Thank you for your time and consideration. 
Sincerely,
[redacted]

Good Morning,
While [redacted] was not initially eligible for our Year End promotion as it has expired, we have made an exception and placed the $75 promotional credit to her Member account # [redacted] This credit will be available for her to use towards her next purchase at...

Nespresso. She may place her order online at www.nespresso.com or by calling the
Nespresso Club 24/7 at ###-###-####.
An email was also sent to [redacted] confirming the above mentioned credit.
Sincerely,
[redacted]

Good Afternoon,
A promotional credit of $75.00 was added to Member Account # [redacted] on 02/**/14 and is currently available for the member to use for the next order. Orders may be placed online at [redacted] or by calling The Nespresso Club at ###-###-####. Our Coffee Specialists are...

available 24/7 to assist.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
We have been unsuccessful in hearing back from Nespresso.  I spoke with a rep over the weekend to discuss a possible resolution.  The customer service rep promised to call back, but we haven't received a call.  We are still waiting, and would encourage Nespresso to reach out directly. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Review: I purchased a Nespresso Inissia direct (club member [redacted]) and the machine failed in approximately 3 weeks. I spoke with Nespresso about the issue and they told me they would be sending out a loaner machine for me to use while my machine was being repaired. That, to me (a business owner) makes no sense logically. It seems there is a lot of wasted time and freight with that warranty process. A few days have gone by and I called back to find out when the machine would arrive and that I am dissatisfied with having to wait so long (its been 4 days already, and it wont be here until Monday now which is a 7 day wait). To me that is totally unacceptable! I asked for some compensation yesterday and they sent a free gift, which arrived in 15 hours. How is it I receive a package in 15 hours, but I don't get the machine for 7 days?! So, okay, what is done, is done. Since these machines have proven to me to be unreliable, I wanted to purchase a discounted machine to serve as a back-up. I feel as though since I have to spend extra money due to the lack of reliability, I should receive some kind of a discount. I was informed that there is no way for me to receive a discount unless the machine is out of warranty, in which case a discount can be applied. Logically, it seems backwards. It also seems very ill-logical that Nespresso can rush deliver a set of espresso classes, but not a loaner machine due to a product failure. In my opinion, I feel Nespresso customer service is not accommodating to their customers. The gift set is of no use to me as I mentioned to them on the phone; and the machine, which IS obviously of use to me was not rush delivered. When working, I am very happy with the coffee it produces, I just feel the customer service and warranty process is well below satisfactory.Desired Settlement: I would like a discounted machine and Nespresso to better their warranty process and be more understanding and accommodating with their customers.

Business

Response:

Good Morning,A Customer Care Manager has worked with [redacted] and resolved the issue. Should [redacted] need more assistance, we may be reached at ###-###-####. Our Coffee Specialists are here 24/7 to assist with any questions or concerns.Sincerely,Nespresso Club

I am in love with my Nespresso machine. I love everything about it. However, I am even more impressed with the Nespresso company, which is why I'm writing this review (which I NEVER do). I have already had two interactions with customer service, and each time they went out of their way to make things right. The first time I got a shipping refund after my package was shipped a bit slower than expected. This is a big deal to me because I did not even ask for it; I merely emailed them to see if they could intercept the package and re-route it to a different address following the holidays. They were able to re-route my package, and they voluntarily refunded my shipping charges. Not only that, but they told me that if my package did not arrive at the new address, they would ship another order to that address at no charge. What?! That's awesome. The second time I contacted them, it was about a couple of things missing from my order, and they shipped them out by express shipping, again at no charge. It was a large order over the hectic holidays, so I don't fault them for missing items--especially after they had clearly demonstrated a commitment to the kind of customer service I experienced with my first interaction. If you value good old fashioned customer service, you'll find it here.

Review: To whom it may concern,

I am writing to express my disappointment with Nespresso.

My family and I have a small gelato store. Some of our products require coffee/espresso, and among all the options in the market, we decided to go with Nespresso. We opened a business account, and ordered a professional machine for $500 (instead of the home machine for $150), even though we know that we only sell about 5 coffees per day.

Our first machine was ordered in August of 2014. By October 2014 we where having so many problems that Nespresso eventually sent us a replacement machine. By January 2015 we where having problems with the replacement machine, and once again we were sent a replacement machine. Last week the machine started smoking (luckily while we were at the store) so we unplugged it immediately.

Considering that we were within 1 year of the last time we had received it, we called Nespresso again and explained the situation. However, Nespresso refuses to cover the 1 year warranty of the machine because they state that the original machine was purchased in August of 2014.

If the machine has a 1 year warranty, but every 3 months needs to be replaced, the warranty should be covered from the moment the machine is replaced.

The customer service representative (Dan) stated that he could offer 25% discount on a new machine ($375 instead of $500), or he would recommend that we called a technician to come inspect the machine at a cost of $200.

When I asked about the benefits the Nespresso Professional account, I was told the following:

1) access to professional machines (clearly not a benefit since they cannot handle 5 coffees per day).

2) cheaper capsules (60 cents instead of 70 cents per capsule) - insignificant discount, which can be basically added to the price of the coffee.

3) same shipping services as with a regular Nespresso Residential membership.

I want to quickly summarize facts here:

1) Professional machine cannot handle 5 coffees per day and smokes within 1 year of use.

2) Professional machine was replaced twice, for what I can only assume where refurbished units (so that my disappointment doesn't further grow).

3) No benefit whatsoever compared to a Residential membership.

4) No free/discounted servicing of the machine.

5) No extended warranty.

6) Not holding on to the 1 year warranty of the machine.

At this point, I am informing my customers of the issue we experienced and the poor customer service from Nespresso, and I will make sure to leave reviews wherever possible, since other business owners/consumers need to know the poor customer service that you get with Nespresso.

Interesting fact: I called the residential Nespresso Hotline, and explained my situation to the customer service representative (Jef), and he was completely in shock of the poor customer service I was receiving, and also confirmed that the profession machine should be able to handle at least 100 capsules on a daily basis.Desired Settlement: I would like:

To be either refunded for the machine that I have, or have the machine replaced free of charge. This would mean that I would get 1 year warranty from the moment that I receive the NEW machine, and not the REFURBISHED machine.

Nespresso to contact me and tell me how they plan to make this better.

Business

Response:

Good Afternoon,A representative has been in contact with the club member and has resolved the matter.Sincerely,Violette M. Manager

Review: I purchased a Nespresso machine on Nov. *.13 at the [redacted] location in [redacted] Oklahoma. The following day, I placed an online order of the Nespresso capsules over the Nespresso Club online page with a 2 business day delivery. The product has not made it yet to my address. I have at home a 300.00 dollar coffee machine with no coffee because this capsules can only be purchased online. I have talked to them in 6 different opportunities. The last two times I have demanded my money back to two different supervisors.

Up to today, I have no received my coffee, nor my money back. I paid $303.79 for the coffee machine and $40.45 for the online coffee order that never arrived including 6.95 for a 2 day delivery.

Not only my product was not delivered, but the "Customer Service" center failed to solve my situation in addition to ignore my requests for my money back. I ave established contact with 6 different people at their service center. The only names I have are [redacted] #[redacted] and [redacted] (these were not supervisors). Please help.Desired Settlement: A change in their Customer Service department. They failed to solve the situation. Additionally, an apology by email if my product arrives today as they last promised. My money back if the product is not delivered today. A formal notification by Revdex.com about this business online.

Business

Response:

Good

Afternoon,