Nespresso

Review: Ordered vertuoline coffee machine end of November after talking to sales rep at nespresso who told me about $100 credit. I already knew about this end of year promotion because that is how I bought my first machine 2 years ago (pixie). I wanted to wait until the end of year for this special. I called several times before deciding on brushed chrome which was only available at [redacted] at time so that is where I purchased. It wasn't available until December *. Talked first around end of not to male of foreign descent ( forget his name) but he told me lots of good info on this special as well as welcome kit which I also planned on purchasing. Spoke with [redacted] also at end of November (** maybe?) who again told me about $100 club credit. Talked with [redacted] sometime after that with more specifics about welcome kit and the decision to wait on this purchase until I had the credit processed. She assured me I had plenty of time before the end of January. Order date 11-21 paid $224.96. Member #[redacted]. Went thru arduous process of sending all required documentation to process the credit. Did this twice actually because first time upload was not clear/illegible. Resubmitted and then on dec ** received rejection email. I called CS and explained this promo was offered to me verbally by nespresso CS so why were they not going to honor it? I have been a loyal customer for 2years and wish to continue because I enjoy the coffee products and have never had any problem with their service before. This is a big investment and like I said, this is why I waited till end of year to purchase. I wouldn't have gone to all the trouble and time to submit the documentation, if I knew they wouldn't honor what I was told. The supervisor was notified and said they could not offer me 2 promos at one time ( I got sale price). So they instead sent me 2 espresso cups to make up the difference.Desired Settlement: Nespresso to honor the $100 nespresso club credit as described to me verbally by sales rep

Business

Response:

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]

Consumer

Response:

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,

Review: I ordered a Nespresso Machine, Coffee Pod Holder, Milk Frother, and Coffee Pods.Desired Settlement: I want my coffee machine, milk frother, and storage column.

Business

Response:

Good Morning,

A replacement has been sent for [redacted]' order and is due to arrive today. There are 2 tracking numbers for this replacement:

UPS: [redacted]

UPS: [redacted]

A complimentary gift was also sent to [redacted] to make up for any inconvenience he encountered, which is also due to arrive today. Tracking number for gift:

UPS: [redacted]

If [redacted] has any questions or concerns, we are available 24/7 to assist him on out toll free number: ###-###-####

Sincerely,

The Nespresso Club

Consumer

Response:

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:

The package never arrived. I was on a wild good chase, contacting UPS and trying to find this package! I found it showed delivered on the UPS website, but not to me. Someone is messing up, either Nespresso or their shipping partner because I have nothing and am exhausted by this process. I simply want a refund and to be done with them!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I was told someone from executive management would contact me. This has not happened. I have received no labels, and further do not trust this entity as their word is meaningless. I have demanded a refund, which you alleged you granted. So.... how bad faith, you are withholding a refund for the coffee machine until the coffee is returned? I offered a compromise, I said refund me the monies for the coffee machine, $349 plus tax, then upon receipt of that refund I will in good faith ship back coffee and then you refund coffee. Why would you withhold a refund of one never received item on condition of another item being returned? Suspicious and bad faith? I will hold you to your written statement and I demand a refund of the coffee machine which I never received. I cannot send back what was not received.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This is in addition to the previous response received from The Nespresso Club:

Here is a more detailed response to Complaint # [redacted].

A refund of $375.18 was issued to the credit card on 05/**/14. The total cost for the initial order placed on 04/**/14 was $488.13, which included a machine and a Welcome Offer assortment of coffee. [redacted] originally confirmed that he is in possession of the assortment of coffee, the cost of which is $106.00. An electronic return label has been sent to [redacted] and once we receive the coffee, we will refund the remaining amount.

Sincerely,

The Nespresso Club

Review: On 12/**/2013 I ordered 200 coffee capsules with 2-day delivery, on 12/**/2013 I ordered another 200 coffee capsules with 2-day delivery as the first order never showed up. On 12/**/2013 I ordered another 100 coffee capsules with 2-day delivery. I have NOT received any of these orders! The Nespresso Machine is of no value without the coffee, and the coffee capsules can only be ordered on-line, they are not available in retail stores.Desired Settlement: 1) Receive the 300 Coffee capsules I have ordered and paid for by 9:00 AM on 12/**/2013. 2) Receive $500 Credit on Future Purchases from Nespresso 3) Nespresso alters shipping method to actually delivery products as advertised (2-day) 4) Nespresso improves their customer service from "lip-service" to actual customer service

Business

Response:

Good Afternoon,

On behalf of The Nespresso Club, we would like to apologize to [redacted] for not meeting his expectations and acknowledge that his initial order placed on December **, 2013 was in fact delayed due to severe weather conditions. We have sent out a replacement on December **, 2013 for the delayed order as well as placed a credit on his account for the shipping costs he incurred. [redacted] placed another order on December **, 2013 and we have just confirmed with UPS & USPS that 3 orders, including the replacement, are due to be delivered today. Also, [redacted] may keep both his original order and the replacement as our compensation due to the delayed arrival of his order.

Review: I signed up an account on their website and placed an order on January [redacted] for a coffee sample pack at $128.95. This was to be sent to my parents address in Ottawa as it is a gift for their new machine. I sent an email from Nestle regarding potential fraud and reached out to the Nespresso customer care line. The lady was unsure on if the claim was legitimate and called me back to confirm it had come from their fraud department. The request by the fraud department was a copy of my driver's license or health card in conjunction with a utility bill.

I responded that any fraud allegations should be handled by my credit card company as I had been instructed by [redacted] in the past. Nestle restated that they required it from me and I confirmed with [redacted] that Nestle had put a pending charge on my account. When I made Nestle aware of the pending charge they immediately removed it and the fraud department of [redacted] confirmed that Nestle had not reached out to them in this issue.

I corresponded with Nestle expressing my unhappiness with providing what I and my credit card company considered excess information. I settled on sending over a censored version of my driver's license that clearly displayed my name and address. Throughout this I was routinely told I had a callback scheduled that never came or was put on hold for lengthy times only for my call to be dropped.

One supervisor, who I have recorded their name and employee ID, told me to either send the license or have my parents drive to the store well aware they are senior citizens and it's an hour and a half to downtown Ottawa in the winter. On Monday, February [redacted], I received a call from one of Nespresso's help line managers. They arranged compensation for this issue in the form of a care package to be shipping to my parents address in Ontario. At the same time I was promised a call from the fraud department as well as a callback from this manager to confirm that I was satisfied. I instead received an email stating that my censored driver's license was not good enough to confirm the account. I reached out asking for what additional information was required and was told:

"[redacted]"

While a previous email stated:

"[redacted]"

Nestle was unable to reach a resolution with me as I was happy to provide multiple forms of censored documentation to prove my name and address as well as left a contact number to be reached. I have not been contacted and I have not had it clarified what additional information is required or why. I listed what information had been blacked out and what in the censored picture was required and was given that doublespeak by Nestle.

Multiple employees have agreed that I am who I say I am. My credit card company is more than willing to help Nestle should they reach out. The person I have been corresponding with has not given me an employee ID or name. I have even received compensation from Nestle for this issue but this issue remains and I can not order any coffee.

Nestle has since closed out my issue and left me no option to report my unhappiness with their customer service.Desired Settlement: Nestle unlocks my account and ensures the compensation arrives at my parents residence. I am given a venue to complain about my treatment during this process.

Business

Response:

This information has been passed to our Canada team and they will contact the Club Member and resolve this matter. Sincerely,Violette M.

Review: Good afternoon,

We bought a Nespresso CS20 frother, and the nozzles and straws are used up, and we need to order more of those parts. The Nespresso support team, unfortunately, can't support us in our quest for Nespresso parts because WE DO NOT OWN ANY COFFEE MACHINE, FROTHER ONLY. Now, after having the support team member clarify that Nespresso only sells parts to customers that own coffee machines, not milk frothers only, I asked what my option then would be ? He recommended [redacted] or someone else online. My question to is, What if I do not find any other vendor that sells Nespresso parts ? What can I then do with this Nespresso CS20 ? It is not working and I can't get it to work because the company making this product won't sell me the parts, UNLESS I OWN A COFFEE MACHINE. So, I hereby ask you...does this seem like a scam or do you find this absolutely acceptable to deny a customer a part of THEIR OWN BRAND just because they don't own a corresponding coffee machine ? I have never, ever heard a company denying a customer support on their own product.

All I want to say that, if a company sells someone a product, and then tells the customer if they need service for that product, they actually need to own another product, that is a dam scam !Desired Settlement: Change your companies sales policy and sell customers parts of YOUR OWN PRODUCT LINE !

All we need is a nozzle for the milk frother, yes, a nozzle....all this about a stupid milk frother nozzle.

Business

Response:

Good Afternoon,I contacted [redacted] and was informed that one of our Coffee Specialists was able to complete his request and created an account for him to use for future purchases of the disposable straws and nozzles for his milk frother. I provided him with my direct contact information for future inquiries.Sincerely,Violette M. Customer Service Manager

Consumer

Response:

It is right that Violet from Nespresso contacted me and help me set up an account so I could order the disposable nozzles and straws needed to work the milk frother (CS20). But this still doesn't resolve the actual issue here, even if I have been helped now.Nespresso will not sell you the disposable straws and nozzles for this CS20 Cappuccinatore if it is not accompanied by an espresso machine, period. If you should buy the CS20 somewhere used, or a friend gives it to you and you use up the disposable straws/nozzles THAN YOU ARE OUT OF LUCK ! Because, Nespresso will ask for your account info to place the order. If you don't have an account than they will try to set one up with your product info. If you tell them that you only own this machine, nothing else, than Nespresso won't be able to help you, and will direct you to [redacted] or the internet as it was in my case. Now, all I am asking is WHY doesn't Nespresso sell these items ? I get that this is not the managers or supervisors fault, but they HAVE to bring this question up to their superiors. In my case, this machine is designed by Nespresso to ONLY use disposable straws and nozzles, and ONLY Nespresso can sell them to me, nobody else.Anyway, thank you Violet for setting up our account and I hope that in the future Nespresso will sell their parts to their customers regardless of what Nespresso products they own. [redacted]

Review: My mother purchased a Nespresso as a birthday gift for me in January that included a credit of $75 to spend on Nespresso products. When I was given the Nespresso in March, I noted that the sealed box did not contain any information on the rebate. I registered my product and called customer service to ask how I would go about receiving the credit. They told me I could not do anything until I received a member number and told me to email their rebate email address once my member number was assigned. The next day I followed through with these instructions and received an automatic reply that my rebate would be handled within the next few weeks. After waiting a month, I emailed back again and then one more time. I never once received a response despite telling them that I was registered, had my valid receipt from January, and that I had received no rebate instructions or information.Desired Settlement: All I want is to receive the $75 credit that was promised. I have all purchase information and can prove that I bought the item within the promotional period as well as all the emails I have sent over the last four months attempting to receive this credit. If they refuse to issue the credit, I would like a full refund and to return the machine.

Business

Response:

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,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. While 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,

Review: I purchased a Nespresso machine with an advertisement that I would receive a $75 credit towards purchasing coffee capsules. I followed all the directions from the manufacturer, sent in a copy of my receipt, my machine #, and more. I waited the appropriate time for the manufacturer to process the $75 credit. To date, I have yet to receive the credit (almost a year later), and I cannot get anyone at the manufacturer to address this issue.Desired Settlement: Either take back the Nespresso machine and provide a full refund, or provide the $75.00 in cash or credit towards Nespresso capsules

Business

Response:

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,

Review: I purchased a Nespresso espresso maker and it continually malfunctions. I wanted to return it to Nespresso for a refund and they have refused to let me do so. The machine has a 1 year guarentee and I am within that time period, however, Nespresso insists that they do not have to give me a refund if the machine malfunction occurs after the 14 day return window from date of purchase. Nespresso's statement in is direct conflict with their warranty contract with consumers, and by refusing to let a consumer return defective goods within the warranty contract period, Nespresso is in breach of warranty.Desired Settlement: That a full refund be issued for the machine to the purchaser ([redacted] - Washington, D.C.)

Business

Response:

Good Afternoon,

A [redacted] has contacted [redacted] and has agreed to make an exception for her to return the machine for a refund. The refund will be applied to the account that was used to purchase the machine.

[redacted] may contact the Nespresso Club at ###-###-#### if she has any questions. We are available 24/7 to assist her.

Sincerely,

The Nespresso Club

Review: I purchased a Nespresso Virtuoline machine and aeroccino from the Nespresso web site on December **, 2014. At the time it was advertised on the web site that you would get a $100 credit toward the purchase of coffee and other accessories when purchasing this product. I called and spoke to a Nespresso Club representative when placing the order because I wanted to use the $100 credit to pay for my first shipment of coffee. The Nespresso Club representative told me that I could not use the $100 credit on my first order, but that once the first order had been paid and shipped the $100 credit would automatically show up in my account. Since I wanted to have coffee when my machine arrived I also purchased a "Virtuoline Discovery Offer" that included 120 capsules of coffee. Total purchase price for the machine and coffee was $491.94.

Now, a year later, my 120 capsules of coffee are finally running out, and I went to the Nespresso web site to use my $100 credit to purchase more coffee. When I could not figure out how to use my credit, I called the Nespresso Club customer service phone number. I was told that my promotion was never registered, so I never received any $100 credit. This is contrary to what I was told when I purchased the machine which was that the $100 credit would automatically show up in my account.

When the Nespresso Club representative told me today that there was nothing she could do, I asked to speak to a supervisor and was referred to Joseph L**. Joseph L** gave the same response which was that there was nothing he could do.Desired Settlement: I want to receive the $100 credit toward the purchase of coffee and/or accessories that was advertised when I made the original purchase.

Business

Response:

Good Afternoon, A Customer Care Manager contacted Club Member and resolved the matter over the phone. Sincerely,Violette M.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I received the $100 credit that had been promised and this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I just recently purchased a Lattissima Plus Espresso machine. I joined Nespresso's website (Member #: [redacted]) to order some espresso capsules, and placed an order on January **, 2015. Today, February *, 2015 which is one week after I ordered, I realized that I still have not received my order. I went and checked my email (including my spam folder) and no update on my order. I logged into the Nespresso website to track my order, and nothing was coming up. I just called the Nespresso customer service number to see about my order, and the representative said that my order was on hold. I asked her why there was a hold, and she said she didn't know, and there were no notes on the account or order. She was finally able to put it through, but I am quite disappointed as I am now out of capsules and my very first ordering experience through Nespresso was not good at all.Desired Settlement: I would like to know if there is something that can be done for my inconvenience and the fact that I am now having to wait a week later to receive my very first order.

Business

Response:

Good Afternoon,A [redacted] has reached out to [redacted] 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 initially. The order has since been shipped with rush delivery. [redacted] was also sent a gift to hopefully make up for the inconvience he experienced due to this error. Should [redacted] have any further questions, he may contact us at ###-###-####. Our Coffee Specialists are available 24/7 to assist with any questions or concerns.Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Nespresso declined to complete a transaction that was already validated & authorized by my credit card company. At least 3 Nespresso employees refused to sell me. Nespresso unreasonably mandated that I provide a copy of an identification card. This demand was unreasonable for several reasons.

First. Demanding an ID violates the rules & restrictions of the [redacted] card corporation upon which they already authenticated the transaction. A [redacted] card operator actually telephoned Nespresso to personally certify the transaction.

Second. Nespresso refused to explain why they were demanding copies of my identification.

Third. Nespresso refused to assure that they would destroy any such ID record rendered.

Fourth. Nespresso refused to verify that they would keep my information private.

Fifth. This demand is unprecedented & inappropriate by my personal experience & of a unanimous survey of 3 other retailers, 2 credit companies, and my bank. My banks both advised me to NOT provide the copy of my ID.Desired Settlement: Please just honor my original order for coffee refills: [redacted] & [redacted] Decaffeinato...

And do not refuse me in the future. Or else mail me a shipping paid box to return my machine for a refund.

Business

Response:

Good Afternoon,I have contacted [redacted] and resolved the matter over the phone. I have provided [redacted] with my direct phone number as well as the Nespresso Club toll-free number to contact us if he has any further questions.Sincerely,

Review: Well, never dealt with this Nespresso Club, but we bought a Nespresso machine just before Christmas.

We received a $100 credit from Nespresso Club with is expiring March **, 2016.

Decided to order a welcome offer coffee capsules for $142,95 I believe, (order [redacted])

on February **, 2016.

I received a shipment confirmation on February **, 2016, so far so good

Shipment ref JP[redacted]

But after checking shipment progress with a carrier, found out the it never received an actual shipment from

Nespresso Club

SHIPMENT PROGRESS

Location Date Time Event

[redacted] 02/**/2016 3:30 pm Parcel not received from sender

US 02/**/2016 7:39 pm Shipment information received by LaserShip

Where is my order nobody knows,

Contacted Nespresso Club, they had no idea eitherDesired Settlement: I want Nespresso Club actually deliver my order I paid for

Business

Response:

Good AfternoonOrder [redacted] was not due to deliver until today. Our Standard Delivery method takes 2 Business Days to deliver. Order was placed on Thursday and was not due until Monday, as Saturday and Sunday are not considered Business Days. [redacted] will receive her original order today along with a replacement order sent yesterday, which was sent to her after she contacted us via email. Sincerely, [redacted]. Customer Service Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Purchased the Lattissima Plus coffee machine, a higher end model with the ability to make cappuccinos/lattes with one button push. The milk-frothing capability of the machine, which is the key feature, ceases to operate after a period of ~60 days.

Spent a significant amount of time with Nespresso support team, which attempted to resolve the problem with a machine repair, new frother, etc. We were not able to fix the original machine, so instead Nespresso sent a replacement machine. Within 60 days, the 2nd machine ceased to operate, exactly as it did with the first machine.

I started looking on the internet at other reviews, and it turns out that this is a very common issue with this product line. Multiple 1-star reviews on [redacted] described the exact same problem.

The return window for the machine is 14 days, so Nespresso is refusing to issue a refund for the product since we are outside the return window. The problem with the machine only appears after ~60 days of use. After these 60 days, the machine is inoperable. Afterwards, Nespresso simply tries to move you to a different product line, or just hope you stop calling back.

We had multiple interactions with the customer support team and went through the typical hoops of being bounced around to multiple people, not receiving calls back, etc.

What is really happening here is that Nespresso is selling a defective product and not telling people about it. They have a well-trained support team that stonewalls any support request.

If you want to see folks with the exact same story, check out the 1-star reviews on [redacted] - we are clearly not the only people with this issue.

[redacted]Desired Settlement: Refund, apology for the time wasted, and protect other consumers by NOT continuing to sell this product.

Business

Response:

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]

Consumer

Response:

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,

Business

Response:

Good Afternoon,A manager has provided a resolution for this issue, to which [redacted] has agreed. Once the loaner machine is sent back, we will send [redacted] a replacement machine, which is an upgrade from the one he currently has. The 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 [redacted], who is a very valued Club Member.Sincerely,[redacted]

Review: Rust has built up on my almost new Nespresso machine that Nespresso has declined to replace with a new machine. Made false statements

I have made numerous phone calls and emails to address the RUST and HAZARDOUS issue about my Nespresso machine that was declined to be replaced by the store near my home in [redacted] .Desired Settlement: Replace the machine and time lost due to unacceptable corresponsdence and service

Business

Response:

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] 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.

Review: The coffee machine came out of the box broken. It leaked water underneath the coffee machine all over my counter. I called and told them I was returning it for my money back. They agreed and said they would refund my $164.00 plus the cost for return shipping which is $ 15.45. Total $179.45. I called with the tracking # and they told me they received it on Jan. **, 2014, and I should have my refund credited back to me the next day. I called a few days later and asked for a supervisor, her name was Doria. She told me she would make sure I received my refund the next day. A week later I called back and they told me they have no supervisor Doria and they don't know what to tell me except I will receive the refund when I receive the refund. It is now Jan. **and I still do not have my refund of $179.45. I am at a loss because no one there can give me any information.Desired Settlement: I would like Nespresso to refund my money of $179.45. They sent me a broken coffee machine and they need to refund my money back to me.

Consumer

Response:

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]

I am rejecting the offer from Nespresso of $164.00. Since they sent me a broken coffee machine I should not have to pay the RETURN shipping charges which were $15.45. The total Nespresso owes me is $179.45.

Thank You

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Diane Recenello

Business

Response:

Good Afternoon,

A full refund has been issued today for [redacted]'s coffee purchase in the amount of $164.00. Shipping fees were waived for this purchase. The refund should appear on her account within the next 3-5 business days.

If there are any questions or concerns, [redacted] can contact the Nespresso Club at ###-###-####. We are here 24 hours a day, 7 days a week to assist our members.

Sincerely,

The Nespresso Club

Business

Response:

Good Afternoon,

The

total amount paid for the member’s coffee was $164.00, which was refunded. We

do not have any record of a machine purchase through Nespresso.

A

supervisor will contact [redacted] shortly to discuss this issue further.

Sincerely,

The Nespresso Club

Review: The following letter was submitted to Nespresso regarding a loss to myself and my fiance due to misrepresentation of the [redacted] product. I have not received a response. Furthermonre, I was informed all recredits are to be made within 30 days of receipt of returned products. I received confirmation from UPS that the shipment of returned goods was received at the Jagged Peak location on 12/**/2013. My account was not recredited until 01/**/2014.

To whom it may concern:

The Nespresso product of [redacted] capsules is advertised in a deceiving and misleading fashion which leaves customers at a loss of both finances and satisfaction. The capsules are deceptively advertised on the company’s website as [redacted]. [redacted] is defined by Merriam-Webster dictionary as “a beverage that is a blend of black tea, honey, spices, and milk.” (See enclosure) The use of the term [redacted] without the specification of coffee or espresso (as presented on the main screen of the Nespresso home page, see enclosure) is extremely misleading.

Last Christmas (2012), my [redacted], [redacted], purchased a Essenza model Nespresso machine and Aerocinno for me after reading positive reviews in regards to the [redacted] capsules. Quickly after purchasing the machine and before [redacted] was able to order the limited time [redacted] capsules, they became discontinued. [redacted] requested that the chai capsules be reinstated as an available product. After waiting almost a year, the limited edition [redacted] capsules once again became available. Ecstatic, I, [redacted], quickly purchased 100 [redacted] capsules on Thursday, November 21, 2013 for $70.00 plus $6.95 shipping totaling $76.95. The capsules arrived Friday, November **, 2013. Come Saturday morning (November 23, 2013), to my disappointment after removing my Essenza from the closet and making a cup of [redacted], I came to the realization that the capsules were actually coffee, NOT TEA! I was devastated, not only had I been expecting a delicious cup of tea, I was expecting to finally be using the thoughtful gift purchased for me almost a full year prior. Frustrated, I contacted the customer service department of Nespresso at ###-###-####. I asked what could be done about the confusion. I was informed that I could return any unopened packages of capsules via tracked shipping. I have mailed 90 of the 100 capsules to Jagged Peak, [redacted], as instructed on November [redacted], 2013. The shipping of the package cost another $14.00.

I am left with an approximately $200.00 machine that will continue to live in the closet, nine “[redacted]” capsules and a great sense of disappointment. If I am appropriately credited for the returned capsules, I will incur a loss of $7.00 for the capsules I could not return, $6.95 for the original shipping of the capsules and $14.00 for the return shipping of the capsules totaling a loss of $27.95 specifically based on the purchase of the 100 [redacted] capsules.

I feel that Nespresso is doing a gross injustice to consumers by falsely advertising the capsules as [redacted] when they are in fact a flavored espresso. This negligence is in need of address.

I look forward to your reply and a resolution to the problem and will wait until December **, 2013 before seeking help from a consumer protection agency or the Revdex.com if deemed necessary. Please contact me via e-mail at [redacted] or at my home address, [redacted]Desired Settlement: I would like the company to correct their advertising to be clear and not misleading concerning their [redacted] product. I would also like to be refunded so that I can be made economically whole.

Business

Response:

Good Afternoon,

Nespresso advertised a special $100 rebate off their products if you purchased a machine between Dec 1-** 2015. I did so. They stated you can fill out the form on line however it does not work. I input the serial number and it comes up as "not a valid serial number." I purchased the machine on December ** in Kohls in Oceanside. The box was new and unopened. This is clearly some sort of scam on the part of Nexpresso to get you to purchase this product. I have the dated register receipt from Kolhs. Beware.

Review: In December 2013, I purchased a qualifying machine from Nespresso. I only purchased it directly to receive the promotion for $75 club credit. I have submitted my receipt and other documents for my club credit rebate multiple times and the credit is not being issued. Upon researching this company with the Revdex.com, I see that this happens all too often. If it was still within the 14 day window, I would return the machine because I can't even use it without feeling scammed.

I submitted my documents through their website on 12/**/2013. Upon attempting to track my submission with the submission ID [redacted] that was emailed to me, the website stated that they had not received proof of purchase. I have faxed, mailed and emailed these documents numerous times. This is not a way to conduct business. If you promise a rebate, hold up your end of the deal. I spent $550 in one transaction and I shouldn't have to report my issue to the Revdex.com to get my credit. My member ID is [redacted] and my next letter to Nespresso will include a copy of this Revdex.com complaint.Desired Settlement: I want Nespresso to refund my initial purchase of $563.92 and take their machine back, so that I can buy a real espresso maker from an honest company.

If that is not possible, I want Nespresso to fulfill the order ASAP. The original amount promised via point of sale marketing was $75.

Business

Response:

Good Morning,

[redacted]'s account currently has a $75 club credit, which was added 4 days after she submitted her documentation on 12/**/14.

She may place her order online or by calling the club ###-###-####. We are available 24 hours a day 7 days a week to assist with any questions.

Sincerely,

Review: Purchased Delonghi Nespresso EN720M a few months back and requested service. I called the nespresso hotline and they informed me that a loaner machine would be shipped to me within in 5 to 7 business days and that upon reciept I would put my defective machine in the box the loaner came in and ship mine back. after waiting a week I recieved nothing and almost 2 weeks still nothng. I called nespresso back to find out where the loaner was and they informed me it had been delivered and "left by the front door" ,well it wasnt delivered to me because my UPS driver never leaves packages at my door unless he calls me first or has me sign for them all the time..not to mention I live in an apartment building and the elevator is right across from me so anyone couldve picked it up. anyways they told me that they would "file a claim with UPS and "start an investigation" and they shipped me another loaner.this time my driver knocked and I signed for it..and used the prepaid label to send my defective machine back to them for replacement. it was going to get there in 2 days from the date it was sent out. ..I checked it a few days later to find out that they refused the package and that according to the ups tracking that the contents were missing and the empty packing was discarded.. I then called nespresso on friday the [redacted] and a male supervisor informed me that corporate was going to get me a new machine or a refund. I called today monday 7/**/13 and was told by a female supervisor that I would get a call back after they called UPS. never happened. a call back came to me 3 hours later by someone else stating that they woulld send me the required parts while I wait for the claim or investigation to be over. then at around 4:30pm EST. I get an email from [redacted] asking me to verify myself with a copy of state ID and a utility bill. I called and told them that I was not going to provide personal information like that because it is against the privacy act and they have no right to ask for that level of person information. they said if I didnt send it they wouldnt complete the process..what kind of company does that and whos to say this isnt some kind of trick to falsely make accusations. its not like I can follow ups wherever it goes to make sure my package gets there in one peice..thats why they have insurance..instead they are harassing me for something thats beyond my control.Desired Settlement: since they put a bad taste in my mouth I would prefer a refund of the 699.99 plus tax that I paid for the unit since the first one was leaking and stopped powering on and this process is taking way too long. I probably wont do business with this company anymore.

Business

Response:

To Whom It May Concern:

[redacted] is requesting his machine sent back or a refund. He has refused to provide us with any documentation that we have requested. Here are the details on [redacted]’s account:

06/**/2013 - @ 5:25pm, [redacted], a first time Nespresso Member with no order history, contacted the Nespresso Club because his Lattissima Premium machine was not turning on. Coffee Specialist attempted to troubleshoot over the phone and was unsuccessful.

Resolution: Sent Loaner Machine via UPS along with a Return Label for [redacted] to send his machine back for repair.

Loaner Machine Tracking # [redacted] – Per UPS Tracking, machine was delivered on 06/**/13

Return Label Tracking # [redacted] – Per UPS Tracking, box was sent with nothing inside.

07/**/2013 - @ 2:26pm, [redacted] called stating that he did not receive the loaner machine. We informed him that it may take a few days for this to process and agreed to look into the matter for him.

07/**/2013 - @ 12:52pm, [redacted] called again claiming to not have received the loaner machine

Resolution: We agreed to send him another Loaner Machine via UPS along with a Return Label

Loaner Machine Tracking #[redacted] – Per UPS Tracking, machine was delivered on 07/**/13

Return Label Tracking # [redacted] – Per UPS Tracking, label was never used.

07/**/2013 - @ 9:42pm, [redacted] called again demanding his initial machine, which he claims he sent back. Upon investigation, we found that we have now sent him 2 Loaner Machines and have not received anything back from this customer. Call was escalated to a supervisor, who agreed to investigate this further.

07/**/2013 - @ 5:13pm, supervisor spoke with customer and requested documentation. In light of the difficulties with this customer, we requested that he send us verification of his address. The customer agreed, but sent us an email refusing to provide us with our requested documentation, citing the “privacy act” .

In conclusion, this customer has no history with Nespresso. His machine was NOT purchased through us, but we extended a loaner to him anyway. At this point, we have confirmed that we have not received any machine from the customer and have sent out TWO loaner machines to this customer with no verification of address OR proof of purchase from his original machine. Due to this ongoing issue, we do not feel that we owe this customer anything as he refuses to comply with our requests.

Thank you.

Business

Response:

Mr. [redacted]’s case began on 06/**/13, when he called in because he was having trouble with his machine. After an unsuccessful attempt at troubleshooting, we agreed to send him a loaner machine and a shipping label to send his machine back. As an exception to our internal policy since Mr. [redacted] did NOT purchase his machine through Nespresso and due to his inconvenience, we extended the courtesy of sending him a loaner machine while we repaired the one he had. Here are the events that took place after this initial call:

INITIAL ISSUE:

CUSTOMER REPORTS NEW MACHINE PURCHASED AT AN UNDISCLOSED LOCATION FAULTY AND WANTS A REFUND. PER NESPRESSO POLICY WE DO NOT ISSUE A REFUND FOR A MACHINE NOT PURCHASED FROM US, SENT OUT LOANER MACHINE FOR CUSTOMER’S CONVENIENCE AND SENT BOX TO RECEIVE FAULTY MACHINE AT OUR SERVICE CENTER.

JULY

· 07/**/13 – CUSTOMER CLAIMS LOANER MACHINE NEVER ARRIVED.

§ NESPRESSO CONFIRMS TRACKING INFORMATION AS DELIVERED TO CUSTOMER AND ISSUES ANOTHER MACHINE TO THE CUSTOMER.

· 07/**/13 – CUSTOMER SENDS HIS FAULTY MACHINE FOR REPAIR, BUT BOX IS RECEIVED EMPTY AT SERVICE CENTER.

· 07/**/13 – NESPRESSO INVESTIGATING MISSING 2 MACHINES.

AUGUST

· 08/**/13 – CUSTOMER CONTACTS NESPRESSO FOR A REIMBURSEMENT FOR THE EMPTY BOX RECEIVED BY SERVICE CENTER.

§ NESPRESSO INITIATES THE FOLLOWING ARRANGEMENT PER [redacted], BUT NO REFUND WILL BE ISSUED SINCE MACHINE WAS NEVER PURCHASED THROUGH NESPRESSO:

· Cst will keep the loaner machine and case is closed.

· 08/**/13 – CUSTOMER CONTACTS NESPRESSO REGARDING MONEY WE RECEIVE FOR OUR MACHINE LOSSES AND REQUESTS A REFUND.

· 08/**/13 – CUSTOMER CONTACTS NESPRESSO VIA EMAIL REGARDING REFUND:

§ “i dont know who you people think you are but im still waiting on a resolution here for my lost machine and all I get is the run around and rude and nasty attitudes by all the women staff at the 800 number. UPS has paid your company for MY LOST NESPRESSO machine and your lost loaner as well and im stuck here with used equipment I can’t even use..being lied to about receiving a replacement and getting”

SEPTEMBER

· 09/**/13 –CUSTOMER SENDS LOANER MACHINE (THAT WAS PREVIOUSLY AGREED THAT HE WOULD KEEP) BACK TO SERVICE CENTER WITH WRONG ADDRESS AND MACHINE IS LOST. CUSTOMER REQUESTING REFUND, BUT REFUND FOR A MACHINE NOT PURCHASED DIRECTLY THROUGH NESPRESSO IS REFUSED.

· 09/**/13 – NESPRESSO INITIATES ANOTHER EXCEPTION AND SENDS THE CUSTOMER A BRAND NEW MACHINE AND COFFEE FOR INCONVENIENCE.

OCTOBER

· 10/**/13 – CUSTOMER CONTACTS NESPRESSO FOR A FAULTY MACHINE ISSUE ON HIS NEW MACHINE AND IS DEMANDING A REFUND.

· 10/**/13 – CUSTOMER CONTACTS NESPRESSO FOR A REFUND AND IS ADVISED PER OUR POLICY WE WILL NOT BE REFUNDING HIS MACHINE, BUT WOULD BE MORE THAN HAPPY TO INITIATE A REPAIR. CUSTOMER DISCONNECTS WITH CORPORATE MANAGER [redacted] AND CONTACTS OTHER AGENTS USING PROFANITY AND AGGRESSIVE BEHAVIORS DEMANDING A REFUND THAT HE WAS ADVISED WAS NOT POSSIBLE.

· The final solution offered by Nespresso for this situation is setting up a repair for his new machine. Should the customer agree, Nespresso will coordinate all shipping logistics for the customer since per the customer he has had multiple UPS issues with items missing.

Consumer

Response:

NO I DO NOT ACCEPT... WHY WOULD I ACCEPT ANOTHER REPAIR ON A BRAND NEW OUT OF THE BOX MACHINE AFTER 4 MONTHS OF BEING HARASSED AND FALSLY ACCUSED OF MISSING PACKAGES WHEN ITS BETWEEN NESPRESSO AND UPS THAT ARE AT FAULT..AND ALSO I WAS ALREADY PROMISED A FULL REFUND BY A SUPERVISOR BEFORE [redacted] TOOK OVER THE CASE AND SHE IS A MSERABLE HUMAN BEING AND DOESNT LIKE HER JOB , ALL CALLS ARE RECORDED AT NESPRESSO SO THERES DEFINATELY PROOF OF WHAT WAS STATED TO ME OVER THE PHONE. THEY TOLD ME THEY WOULD GET IN TOUCH WITH ACCOUNTING AND ONCE THEY PHYSICALLY RECEIVED MY MACHINE AFTER CHECKING IT PERSONALLY TO MAKE SURE THEY GOT IT THEY WOULD THEN ISSUE A REFUND FOR THE FULL PRICE OF THE MACHINE PLUS THE 5 BOXES OF CAPSULES..THEN I CALLED BACK AND WAS TRANSFERED TO [redacted] AND NO ONE ELSE AT THE COMPANY WOULD GIVE ME INFORMATION I REQUESTED WHICH IS ILLEGAL AND THEY ARE NOT ALLOWED TO WITH HOLD INFORMATION LIKE THAT..SO SOMETHING FISHY IS DEFINATELY GOING ON. I WANT A REFUND OR I WILL CONTINUE TO POST BAD COMMENTS ON TWITTER FACEBOOK YOUTUBE, COMPLAINT WEBSITES AND IF NEEDED HIRE A LAWYER AND SUE NESPRESSO FOR MY MONEY PLUS DAMAGES PHYSICALLY AND EMOTIONALLY. I FAILED TO MENTION THAT THE LOANER BEFORE GETTING THE NEW ONE CAUGHT ON FIRE AND WAS SMOKING FROM THE BACK OF THE UNIT BECAUSE I DIDNT WANT TO PROLONG THE ALREADY 4 MONTH ORDEAL BUT NOW IM GOING TO LET IT BE KNOWN AND IF THEY CONTINUE TO KEEP MAKING FALSE PROMISES THEN THEY WILL PAY.

Review: I was given a Nespresso Pixie C60 machine for Christmas this year and an advertisement on the box states, "Receive a $75 Nespresso Club Credit when you purchase any Nespresso machine $179 or above now through January **, 2014." The disclaimer on the advertisement states, "Offer restrictions apply. See nespresso-US.com/rewards for full details." When attempting to register on the Nespresso site, a receipt image showing the dollar amount of the purchase is required. Since this was a gift, I do not have a receipt showing the dollar amount of the purchase. I called Nespresso to discuss this matter and was advised that I could not have the $75 credit without the receipt. It is deceptive to advertise in this manner without stating that a receipt will be required. The company obviously is aware that their products will be given as gifts during the holidays and should be required to at least state that a receipt showing the dollar amount of the purchase will be required in order to receive the credit. Without stating this, the purchaser would have no idea that he or she will need to provide the gift recipient with anything other than a gift receipt which does not show the dollar amount of the purchase. There is no doubt that this machine was purchased for well above the $179 threshold as a quick google search can show no retailers sell this item for less than $225.Desired Settlement: I request the full $75 Nespresso Club Credit.

Business

Response:

Good Afternoon,

We have contacted [redacted] and agreed to make an exception to process his promotional credit to use towards his first Nespresso purchase. [redacted] is to email a copy of the promotional advertising located on the box, which we will use as proof of purchase.

During our conversation, we confirmed that he will be receiving confirmation of both the promotion credit as well as information on accessing his member account with Nespresso.