Complaints

This profile includes complaints for Nespresso USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Nespresso USA

  111 W 33rd St Fl 5 New York, NY 10001-2904

  
• 

  Nespresso USA

  92 Prince Street New York, NY 10012-3209

  
• 

  Nespresso USA

  761 Madison Avenue New York, NY 10065-6509

  
• 

  Nespresso USA

  1000 3rd Avenue New York, NY 10022-1230

  
• 

  Nespresso USA

  630 Old Country Road Garden City, NY 11530-3467

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for the Nespresso Lattissima on 7/1/25 to replace my old machine because it stopped working. Apparently that is a known issue just after the warranty expires. Anyway, I ended up returning it because it was too large for my counter and I did not like it in person. I received confirmation from *** that the return had been received. It has now been almost a week and my refund has not even been initiated. On 7/10/25 I reached out to customer service via chat and ******** B assured me that the refund would be approved in 24-48hrs yet, still no refund has been initiated.

  Business Response

  Date: 07/14/2025

  Good day ********,

  We apologize for the wait regarding your refund and we appreciate your patience during this time. We are pleased to inform you that your refund has been issued for the amount of $378.86, and an email confirmation has been sent to you.

  If you have any further questions or need assistance, feel free to reach out.

  Thank you for your understanding.

  Best Regards,

  Nespresso Customer Care

• Initial Complaint

  Date:07/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** has not worked properly (it has required a lot of troubleshooting about weekly since purchase) First call to **************** ended up being a video call that lasted 15 minutes and then I ended it as I realized I could do everything they were having me do based on internet troubleshooting and have been able to keep going for 10 months. It has now stopped making coffee completely and after 45 MINUTES with their customer service *** (who was very difficult to understand and who I also advised that I had already performed all the steps he was having me perform again) his solution was to send me a box to return broken machine so they could fix it. Didn't care that I would now be without a coffee maker for over 2 weeks! Didn't offer to send a ***lacement and really obviously didn't care. The issues I am having are KNOWN issues with this particular machine. A newer model is available that supposedly the issue (it leaks old coffee from the base of the machine all over the kitchen counter) has been resolved. Very unhappy with their wasting my time and money.

  Business Response

  Date: 07/14/2025

  Good day *****,  

  Thank you for contacting Nespresso. We are sorry to learn about the trouble you are experiencing with your Vertuo Next machine.

  We will have a supervisor from our technical support team reach out to you shortly.

  Best Regards,

  Nespresso Customer Care

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:
  
  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,
  
  ***** *****
  
  
  
   
  
  

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Nespresso Momento 100 machine (approx. $2,500) for our office less than two years ago. On May 8, 2025, we reported that the machine had stopped working and could not power on.Since then, four separate technician visits have taken place over a period of more than six weeks, yet the machine remains non-functional. On June 23, we were told the issue had been escalated to our account manager and that we would receive a solution within 2448 hours. As of July 1st, no one has followed up.Our team cannot use the machine, and we have received no updates, no temporary replacement, and no final repair timeline. The lack of communication and resolution is unacceptable, especially for a premium-priced machine.

  Business Response

  Date: 07/01/2025

  Good Day *********

  
  Thank you for contacting Nespresso. We are sorry to learn about the trouble you are experiencing with your Momento Machine.

  We will arrange for a supervisor from our Nespresso Professional Team to reach out to you to resolve.

  We look forward to speaking with you soon.

  Best Regards,

  Nespresso Customer Care 

• Initial Complaint

  Date:07/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a VertuoPlus Deluxe Matte Black machine on 11/14/2023. On last week I began having problems with the coffee tasting burnt and the machine smoking. I have reached out to Nespresso a couple times and all they are doing is troubleshooting with the exact same steps that had been previously tried and failed. I tried explaining to the **** that these steps had been tried, but they were uninterested. I clean my machine exactly as the manufacturer suggests and follow all of the proper steps in brewing. I have wasted a couple boxes of pods at this point post troubleshooting and still cannot get a cup that is not burned. I truly love my Nespresso, I gave up a Breville to use the Nespresso exclusively and I expected better customer service when an issue arose. I spend quite a bit of money with Nespresso and am quite honestly surprised by the lack of care and concern regarding my issue.

  Business Response

  Date: 07/01/2025

  Good Day ********, 

  Thank you for contacting Nespresso. We are sorry to learn of the issues youve experienced with your machine.
  

  We understand the frustration this situation may have caused, and we are here to assist you further. Regarding your machine, it is currently out of warranty as the machine was covered by a one-year warranty which expired on 11/13/2024. However, since it cannot be replaced under warranty, we have noted your recent order for a new machine at a 30% discount.
  

  While we cannot combine two promotional discounts, we are pleased to offer a credit on your account to reflect the 35% out-of-warranty discount you could have taken advantage of if the machine had been purchased at retail value. For more information regarding the credit, please feel free to call us or log into your account to view the details.
  

  We appreciate your loyalty to Nespresso and are committed to providing you with the best possible service.
  

  Thank you for your understanding, and we hope to resolve this matter to your satisfaction.
  
  Best regards
  

  Nespresso Customer Care 

  Customer Answer

  Date: 07/07/2025

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

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Misleading (or ********************** emails. On June 13th and June 16th Nespresso sent me emails with this content "A special gift for you: $15 Off Inside" and "You still have $15 off your next order!". Upon proceeding with the order, I found at the checkout the the provided coupon code **************** did not work. I contacted customer service which apologized and told that those emails were sent in error and I should ignore them as this code I already redeemed on June 8th. I was left in limbo and frustrated that company took no responsibility for their error and did not providing me with a valid code that I could use to complete the order but instead just said "sorry". Very unprofessional.

  Business Response

  Date: 06/18/2025

  Good Day ******, 
  
  Thank you for contacting Nespresso. We are sorry to hear of your disappointment regarding the recent promotion. We truly value your continued support and appreciate the opportunity to clarify the situation.
  
  Per the Terms and Conditions of our promotional offers, each promotion may be redeemed only once per customer during the designated promotional period. Additionally, offers cannot be combined with any other promotion. Upon review, we confirmed that the promotional code in question was successfully redeemed on 6/8/25 with order #*********.
  
  Our promotional reminder emails are sent as a courtesy in case a customer has not yet redeemed their offer. If the offer has already been used, the reminder may still be received, but the promotion is no longer valid.
  
  We understand how this may have caused confusion and apologize for any inconvenience. As a one-time exception, we have applied a $15 credit to your account. Please note that moving forward, all promotions will need to be redeemed in accordance with the stated Terms and Conditions.
  
  If you have any additional questions or need further assistance, please don't hesitate to contact us.  
  
  Thank you for your understanding.
  
  Best regards, 
  
  Nespresso Customer Care
  
  

  Customer Answer

  Date: 06/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  there was no $15 credit applied to my account upon checking

   

   

   

   

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

  
  Sincerely,
  
  ****** ********
  
  
  
  
   
  

  Business Response

  Date: 06/30/2025

  Good Day ******, 
  
  Thank you for contacting Nespresso.  As mentioned in previous communication per the Terms and Conditions of our promotional offers, each promotion may be redeemed only once per customer during the designated promotional period. Additionally, offers cannot be combined with any other promotion. After we confirmed the promotional code was redeemed successfully on 6/8/25 with order #*********. We understood the confusion and also provided a one-time credit of $15 to your account on 6/18/2025.  This was redeemed on 6/24/2025 with Order ********* valued at $76.90 with a credit card charge of only $61.90.  Please consider this case closed. If you have any additional questions or need further assistance, please don't hesitate to contact us. 

  
  Best regards, 
  Nespresso Customer Care

• Initial Complaint

  Date:05/17/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an online order on Friday. Afterwards, I realized they have new flavors, so I placed another order by phone. The phone order was delivered today by ****The order for $157 is being delivered by Deliver-it. The date for delivery was May 12. On May 14th, it showed it is in the hub ***** miles away from my address. I chatted with Deliver-it, but the response is generic. I spoke to Nespresso twice, but they insist it's not 4 business days. deliver it shows activity over the weekend, so it's more than 4 business days. I placed the order on Friday. Now it's Wednesday afternoon and there is no update for tracking information from Nespresso or Deliver-it. The tracking does not give any useful information. It only shows the start time and the hub time. There are no text messages or online updates. No one knows where the order is. Yesterday I had to purchase coffee from the grocery store. I spent $200 at Nespresso for coffee and $157 of coffee was not received, If I didn't place the second order by phone, I would not have received coffee today from ***.

  Business Response

  Date: 05/17/2025

  Good Day **** 

  Thank you for contacting Nespresso. We are sorry to learn of the inconvenience you experienced regarding your order #*********, which was placed on Friday, 5/9/25.
  

  Upon reviewing your order, we found that it was placed close to our cutoff time of 4 PM EST, which resulted in the order shipping on the following business day, Monday, 5/12/25. Our records indicate that your order was successfully delivered to your front door on 5/16/25. We can only hope that you are finally enjoying your coffee!  
  

  As a token of our apology for the inconvenience caused, we have applied a credit to your account.
  

  Thank you for your understanding, and please feel free to reach out if you have any further questions or concerns.
  

  Best regards,

  Nespresso Customer Care  

   

• Initial Complaint

  Date:05/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nespresso offered the machine bundle with the 25% off the machine itself, as shown in the attachment. The web site and representative refused to honor the offer as shown in the order receipt.

  Business Response

  Date: 05/13/2025

  Godo Day ******, 

  Thank you for contacting Nespresso. We are sorry to hear of the inconvenience caused by the 25% discount not being applied to your recent machine order. We understand your frustration, and we would like to assist you further.
  

  Upon reviewing the situation, we see that you had communicated with us via chat, but the chat ended prematurely before we could provide further assistance. We apologize for any inconvenience this may have caused. In the future, please feel free to contact us directly, and we will be happy to assist you further.
  

  As the order is already in the processing stage, we are unable to issue a refund. However, we have placed a club credit of $45 on your account. This credit does not expire and will remain on your account until your next order.
  

  We appreciate your understanding, and if you have any further questions or concerns, please don't hesitate to contact us.

  Best regards, 

  Nespresso Customer Care 

  Customer Answer

  Date: 05/21/2025

  Better Business Bureau:
  
  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,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Delivery driver smashed into my gate and we reported to both Nespresso and *****, who was the courier. This was caught on Ring camera and files a claim over 2 months ago.They have not responded to my requests for an update and keep telling us a supervisor vill call us back but never do.Originally I was seeking only for damages to my gate. I will be filing a lawsuit and file for additional damages if this doesn't get resolved immediately.

  Business Response

  Date: 05/14/2025

  Good Day *****,

  Thank you for reaching out to the Nespresso Club. We appreciate your communication and want to ensure that your concerns are addressed promptly.

  I would like to inform you that there is currently an open carrier damage claim associated with your address, which we have already discussed with another resident of your household, ****** *******. 

  She has been in contact with one our **************** Supervisors, including today, where we assured her, we have requested an immediate update and resolution from the carrier involved, *****.

  While we must clarify that Nespresso is not liable for damages caused by the delivery driver, we fully understand the importance of your concerns and are committed to assisting you throughout this process.

  We truly appreciate your patience and understanding as we work diligently towards a resolution for your claim.

  Should you have any further questions or need additional assistance, please do not hesitate to reach out.

  Warm regards,
  Nespresso Customer Care

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought there Nespresso vertuo machine. In 2021 the machine lasted about 8 months and stopped working properly then not at all. They sent me a new one. That machine worked for about a year then started to have the same problems. Not brewing coffee then not working every once in awhile it would make the coffee. Ive been dealing with this since. Ive spoke to them multiple times and all they want to do is troubleshoot. Ive done that multiple times as well. All I wanted was a new coffee maker I spent a lot of money on this machine and they wont send me a new machine. They keep saying they dont have it in their notes that we troubleshot the machine. And want to do the same thing over and over again.

  Business Response

  Date: 05/27/2025

  Good Day ***** 
   
  Thank you for contacting the Nespresso Club.  We are sorry to learn again of your machine issues. Upon review of your account, we have made several attempts to reach you, and have ensured to provide you appropriate email and phone contact information for further assistance. Please utilize the provided contact information at your earliest convenience for further assistance. We look forward to servicing you. 
   
  Best, 
   
  Nespresso Customer Care
   
  **** ********************* ** ******** **** **** *******
  
  

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Vertuo Next Light ***************** Milk Frother on 05/27/2024 which comes with one year warranty. The Aeroccino3 Milk Frother is burning any milk or ******* I put since day one on one side and the coating is burned. I contacted customer service and they made me do a live test to show the issue. After the *** solution was try to explain to me that ***lacing the machine will not fix the issue because it is burning protein and sugar. I asked them to ***lace the machine because its under warranty and if that is the case, the whole bottom will burn evenly, not just one side. The coating has burn marks and the milk taste burn. I was told I was going to get a call back because there are no supervisors available. Horrible service. What is the point of offering one year warranty if they are not going to honor it.

  Customer Answer

  Date: 05/02/2025

  Better Business Bureau:
  
  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,
  
  ******* *****