Business Profile

Coffee Brewing

Nespresso USA

Complaints

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

Customer Complaints Summary

150 total complaints in the last 3 years.
49 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:11/21/2022
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.
Nespresso machine has stopped working. Get orange light almost every time, machine has leaked and destroyed my butcherblock countertop and sometimes it just doesn't brew. The first time i called nespresso they HAD to have the machine registered to do anything else. I didn't have the serial so i said i would ring back. They gave me instructions to descale, clean etc and that should fix the problem. It didn't. I rang again and firstly the rep said i refused service last time not true. Then she wants to make me set up yet another call with a technician to see if the repair is justified. I repeated myself for 10minutes asking what are they going to look at if the machine isn't actively leaking whilst on the call. She couldn't answer. She didn't have any information, couldn't help and only gave me the answer that I would only be helped if i set up yet another call. I don't have time to get on yet another call with this company because they refuse service. The machine is just shy of 2 months past its warranty and is now completely useless. The only way this company can resolve this without me getting compensation for the countertop their machine ruined is for them to send me a new machine OF MY CHOICE. Not the same crappy thing i have now. Photos of the machine and the destroyed countertop.
Business Response
Date: 11/30/2022
Nespresso has attempted to reach the customer by phone twice and also we have provided customer with a direct contact via email with no response. Should the customer reach out to the provided contact we will assist.
Customer Answer
Date: 12/08/2022
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:

I do not have any record of them trying to contact me. Please have them correspond through email

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

Sincerely,

*************************

Business Response
Date: 01/11/2023
Good Day,
A supervisor from our Incident/Insurance Claims department, ******** has attempted o reach this member in an effort to resolve their claim.
Please return the call at your earliest convenience to discuss next steps in addressing your claim.
Best,
Nespresso Customer Care
Customer Answer
Date: 01/17/2023
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:

I really don't understand why it's so hard to adhere to the request that i had which was the keep the documentation through the BBB. I have now rung ******** back who has stated i need three quote and for an adjuster to come out to view the work. Why do i need three quotes if an adjuster is coming out. I spend 3 weeks out of the month traveling for work and this has become the most difficult issue to solution as Nespresso just don't care about their customers. Just to add salt in the wound ******** now offered to replace the machine with one of my choosing as it's the cheaper way out. she also in not so many words accused me of getting illegitimate quotes to bolster the payout. I'm very tired of dealing with this but need a solution as i shouldn't as a customer be expected to pay to replace my countertops.

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

Sincerely,

****** ******
Initial Complaint
Date:11/21/2022
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.
Hi, I ordered an nespresso Creatista Pro off Amazon and it started smoking and there was a burnt smell, the machine would not turn on after that, I want a replacement, I will not accept a refund because that thing is not safe. Membership number: ********
Business Response
Date: 11/22/2022
Nespresso has requested a proof of purchase via email as the customer is unreachable by phone.
Initial Complaint
Date:11/15/2022
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 Purchased my Vurtuo Next July 13th as a gift to myself and 2 weeks ago it began pouring water out of the machine while brewing. Then last week it stopped working completely (that's 4 months, probably made 2-3 cups of coffee a week). After troubleshooting the machine last week at the insistence of customer service, I was indeed told it was defective and they sent me a replacement. Replacment was opened this morning and lo and behold, it is also broken! Brand new they said. When I called customer service I was told I still had to troubleshoot the machine. I have a 2 month old baby who is sick and trying to maneuver a video call, while holding a baby, and troubleshoot their machines has been ridiculous. And now, on top of it all, I am not permitted another replacement until I ship the defective machine back. However, I have yet to be sent a return label and upon calling customer service for the third time, was told the label may take ***** hours. The frustration has been unreal. I ended the call with myself crying because I can't honestly believe the hoops they make you jump through while listening to my screaming child in the background. I am truly appalled.
Business Response
Date: 11/15/2022
Nespresso has replaced the machine.
Customer Answer
Date: 11/18/2022
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:

[Your Answer Here]
I received my new machine yesterday and set it up this morning. I followed the instructions in the manual, rinsed the water container, turned the machine on

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

Sincerely,

***********************

Business Response
Date: 11/23/2022
Nespresso has assisted member with first use of new machine.
Initial Complaint
Date:11/14/2022
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.
Ordered coffee capsules from Nespresso. Have been a member of their "club" for years. Coffee is usually delivered nearly overnight. It has now been over a week. Tracking number for order indicates package is "on its way" which it has claimed for the past 5 days. No movement or progress on an actual delivery. Have called the company several times. Always told the system is down, the offices are closed, the "supervisor" is unavailable, etc. No delivery of the package. No accountability or progress from the shipping company. No answers from Nespresso themselves. I would like to cancel the order or at least get credit for a product that seems lost in space. No one available from their end to allow any type of actual transaction tracking. The company is Nespresso. My tracking number for this order is *********** There is no way to locate the package or actually track where it's located. How does one resolve a non-delivery when the company does not address questions or provide any type of follow-up or their products when they are lost? Need some resolution to a transaction that has never been fulfilled.
Customer Answer
Date: 11/14/2022
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,

*********************
Thank you for the follow-up. The company has satisfactorily resolved my complaint. No further action required.
Initial Complaint
Date:11/14/2022
Type:Order 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.
Membership number: ******* PDF Invoice Number: ********* Cost: $649.00 + tax I have been a faithful customer for a decade. I purchased the Creatista Plus Metal Stainless Steel machine on June 6, 2022. Unfortunately, the coffee machine had a factory defect that only became evident when the prompt was to descale after 600 cups of coffee in August. After two hours on the phone with tech, they advised me to ship it back, and they mailed another machine. When it came time to descale this machine on November 4, 2022, the same factory defect issue became evident. Again, after over an hour of FaceTime with a tech agent, they advised me to ship it back for a full refund. I waited a week to receive the *** label, and on November 11, 2022, I called to speak with the agent and was informed that management had canceled the return and did not send a notification because they prefer to issue a store credit. On November 11, 2022, I was on hold and bounced around from one manager to another for three hours, advising me that the refund would not process due to the purchase passing 30 days. They informed me their system could only process a refund within 30 days, regardless of the warranty defect. I called back on November 12, 2022, and advised management that their factory warranty clearly states ("if unrepairable - refund of purchase price"). Management acknowledged the warranty and said their hands were tied. They would only issue a credit to my Nespresso account. They stated this is a system issue that has not been resolved for over a year. This issue is beyond the point of resolving with Nespresso. I will need assistance keeping Nespresso company honest and fulfilling its promise to the customer in good faith.
Customer Answer
Date: 11/16/2022
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:11/07/2022
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.
Their machine is faulty (leaking water all over my counter. Called the customer service and they have me do a video call and vey see its not an active leak they say theres nothing they can do and call when its leaking - the thing is I did call when it was. I am now having a specialist come out to assess any water damage done to my counter top or beneath.
Business Response
Date: 11/08/2022
Nespresso has replaced the customers machine with a new model.
Initial Complaint
Date:10/26/2022
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 my first Nespresso coffee machine, the Vertuo Next from Bed, Bath and Beyond on 7/14/2020. The machine was a disaster and it malfunctioned a lot. Even though I have following the maintenance instructions it still would not work every 2 or 3 weeks. I also did some research on ****** and saw tons of complaints regarding the same model (Vertuo Next), and the issues were similar to what I saw on my machine. After almost 2 years I finally had enough of it. In July 2022, I called Nespresso and explained the issue, they were kind enough to replace my current unit with a different unit. So I shipped my Vertuo Next back and got a VertuoPlus. Now it has been 3 months since I received my new coffee machine, and it started to leak on the bottom. Every time I make a coffee, the machine will leak some water and coffee on my countertop. Then today (10/25/2022) I called Nespresso customer service, explained again what happened, and asked to replace it with a different unit because I just had it for 3 month and it still has warranty, but this time the representative said they could not send me a new machine or a loaner, instead, they asked me to ship it back and they will repair it, and it will take them 14 days to fix it and ship it back.My requests:1. Nespresso should replace the unit with a brand new unit. Or:2. Nespresso should take my unit back and refund me the money.3. Nespresso should improve the product quality.4. Nespresso should improve the customer service so customers will not be let down.
Business Response
Date: 10/28/2022
Good Day *****,
Thank you for contacting the Nespresso Club. We are sorry to learn of the machine trouble you have experienced.
One of our Technical Support Team Supervisors will be reaching out to you within ***** Business Hours to resolve your concern.
Best,
Nespresso Customer Care
Customer Answer
Date: 11/14/2022
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:

Nespresso sent me a replacement but the new machine is making grinding noise out of the box.

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

Sincerely,

***************

Business Response
Date: 02/15/2023
Good Day,
Confirmed with our Tech Support Supervisor, ******* that this member has confirmed his machine that his new machine replacement (processed in November 2022) is in working order to his satisfaction.
We consider this case to be closed.

Best,
Nespresso Customer Care
Customer Answer
Date: 02/16/2023
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:09/26/2022
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.
On May 19, 2022, I requested a return of my Nespresso Citiz with Milk Machine. They agreed to return the item and issued me a *** label. Tracking number is ******************. I shipped it out and it was received on May 25, 25, 2022 by Nespresso. This is evident when you search this tracking number with ***. On June 1, I called Nespresso because I had not received confirmation of a refund to my credit card. They confirmed over the phone that they received the item and would be issuing a refund. I waited more than the suggested 3-5 business days for my refund. When it was not received, I called Nespresso on June 24, 2022. They confirmed that they did issue a refund and to my *********** Mastercard ending in ****. I informed them that this credit card was closed and that I could not receive the refund. They instructed me to contact *********** because Nespresso had no proof that the refund was returned to them. Immediately after, I called *********** and confirmed with an agent that the refund did hit to my debit card ending in ****, but because the card was closed, this refund went back to Nespresso. I was informed by the *********** associate that I could either try to communicate this problem with Nespresso or dispute the transaction. Since Nespresso was not easy to deal with, I chose to file this dispute. Since the original charge was for the machine I returned and coffee pods, I asked for a partial return amount since I used the pods and only returned the machine. The amount in dispute is the amount that was originally credited by Nespresso to the card ending in **** but had since been closed. The orders are under my husband's name and account (***********************, phone # ************).
Business Response
Date: 09/28/2022
The customer has advised ********************** that her bank has resolved the issue on their end.
Initial Complaint
Date:09/21/2022
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.
I was sent an online survey about ******** The survey said after completion and paying $1.95 for shipping I would receive a Nepresso. They said 5 to 7 days. I still have not received it! I think this might be a scam and I dont want anyone else to get taken for their money
Business Response
Date: 09/21/2022
The email the customer attached appears to be a spam offer, Nespresso has no affiliation with ******* customer experience.
Customer Answer
Date: 09/21/2022
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:

[Your Answer Here]
I think it is unfair that I spent money and I get nothing from your company! I use to have faith in your product but not anymore! I will never do business with your company and I will tell all my friends and family to do the same!

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

Sincerely,

*********************************
Initial Complaint
Date:08/29/2022
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.
The Nespresso website clearly states that returns are allowed on unopened boxes of coffee capsules within 30 days of purchase. Knowing this, I ordered a bulk order of coffee for my office before confirming the exact amount wed need, assuming I could return extras. When I called to initiate a return, as the website instructs me to do, I was told that no coffee capsules, including those in unopened boxes, are allowed. The agent even acknowledged that the website is incorrect in stating that returns on unopened boxes of capsules are allowed. I dont appreciate that a company blantantly lies about offering returns. Either stand by what your website states or take this information down immediately. I will not be doing business with this company any further.
Business Response
Date: 08/29/2022
Good Day *******,
Thank you for contacting the Nespresso Club.
We are sorry to learn of any misinformation provided in regards to our return policy.
We do accept unopened/unused coffee returns within 30 Business Days as noted on our website.
One of our supervisors will reach out to you shortly to review your request and set up your return.
Best,
Nespresso Customer Care

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Nespresso USA is BBB Accredited.