Nespresso

Review: Hello,

Nespresso completely controls the distribution of their product which is supposed to result in a better customer experience. I purchased a machine for $397.94 and have been ordering from Nespresso only. My last 2 shipments, they have shipped to me and not delivered.

First, an order on September *, 2010 was delivered the same week. Their shipper (Lasership) left my capsules in an open area on my front patio in a cardboard box. The package was delivered on September **, 2010 where we received approximately 1.2 inches of rain in the area that day. My capsules were wet and smelled like they were contaminated. I offered to ship them back at their expense, instead Nespresso wanted to send me 30 capsules (I ordered 200) and said mine were fine to use even though they smelled similar to an "earthworm". I used the new 30 and threw the rest away as I did not trust them. This resulted in me losing approximately $140 dollars.

Now, on December *, I ordered another shipment as I thought I would give it a try again. Unfortunatley, they shipped and were promised to be delivered within 2 business days. They were not, in fact they have been sitting at their distribution company (Lasership) approximately 50 miles from my home since December *, 2015 and no attempts to deliver have been made. Today is December [redacted].

I called Nespresso 3x on December [redacted] and was told a supervisor would call me back to resolve this. It never happened.

At this point, Nespresso has been unreliable and is the only reseller of their product, so I am unable to use their machines.Desired Settlement: I would like to receive a refund for the machine (I have the receipt), my last 2 orders (one which was not delivered and one which was ruined and they replaced 15% of instead of the full amount).

The total of the orders are as follows:

Machine cost $397.94

September *, 2015 145.00

December *, 2015 - $144.50

Total $687.44

I will return the machine to them at my expense for this and we can stop our business relationship.

Business

Response:

Good Afternoon,A Customer Service Manager has spoken with [redacted] and ensured him that he will personally handle this matter as soon as possible. Sincerely,[redacted]

Review: I placed an order on 5/**/15 through nespresso.com. after I placed my items in the cart I proceeded to check out when I did a $50 credit that was applied to my account automatically deducted that from my total and when I finished with shipping my total was $36 and some change. The next morning I looked at my bank account and I saw 2 charges from nespresso, one for $29.00 and another for $85.95. I called and spoke with someone and they said they would take care of it and call me bavk, no call back so I called the next day and was told I would get a call after the holiday weekend, no call back, I called again and still am not able to get this handled, but this guy assured me he would be able to fix this without needing to call me back and he would fix it before my vacation, I am sitting in the airport halfway to [redacted] and still have no progress with this situation.Desired Settlement: I want to speak with someone about this. I just made a several hundred dollar purchase for one of your machines, immediately spent $150 on coffee and then the very next week placed another $80 order, I drink a lot of coffee, and this machine only works with YOUR pods, that you ONLY sell online, this is not a good sign for things to come.

Business

Response:

Good Afternoon,We have attempted to contact [redacted] and a Customer Service Manager has left a detailed message for him to call her directly for assistance. Once [redacted] contacts us, we will resolve this matter by phone. For further assistance, please call ###-###-####.Sincerely,[redacted]