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Business Profile

Coffee Brewing

Nespresso USA
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Nespresso USA has 9 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/22/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      It has been awhile since I placed an order on ************* as I have been ordering my pods from a different company. I recently ordered a special pack of original pods on the ************* website. So far I have received two different orders and both have been incorrect. I call and speak with customer service, who seem to understand the problem and give me a whole bunch of scripted comments, only to be sent an order with missing items...again. Several of my sleeves of pods were already opened (and I haven't even complained about that issue to the company) and it just seems like sloppy customer service all the way around. I am very disappointed and will not order from their website again. I wish I had read some of these reviews before spending over $100 on products that I have yet to receive. I would really like a refund and to not have to speak with customer service ever again. ********************** used to be advertised as a premier company and that is obviously not the case anymore.

      Business Response

      Date: 09/06/2022

      Nespresso has refunded the items that were shipped incorrectly.

      Customer Answer

      Date: 09/07/2022

      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:08/18/2022

      Type:Delivery Issues
      Status:
      Answered
      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 ordered 20 sleeves of coffee from Nespresso and was to receive a free beach towel for ordering 20 or more sleeves. Nespresso sent me 13 sleeves with one set to expire in the next couple of weeks and no beach towel. I called customer service to see if there was another package coming with the missing items and they said no that they had sent everything in one package. The packing slip in the box says it's all supposed to be in there but it is not and it's not even close. The customer service agent called me a liar *** refused to provide me any help or resolution to the issue they created. I ordered and paid for 20 sleeves plus the beach towel and did not receive my order.

      Business Response

      Date: 08/19/2022

      Nespresso has replaced the missing items from customers order.

    • Initial Complaint

      Date:08/17/2022

      Type:Product Issues
      Status:
      Resolved
      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 signed up for ordering Nespresso products a few months ago. After doing so I have been receiving promotional emails from Nespresso. I have repeatedly over the past months unsubscribed, but they keep sending. I thought this was illegal. I am attaching the latest I received today. I have looked at their online to get assistance and none is offered.

      Business Response

      Date: 09/01/2022

      Nespresso has ensured customer's email has been opted out. A voicemail was left for the customer with a direct contact if needed going forward

      Customer Answer

      Date: 09/06/2022

      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 did receive a voice message, but no explanation as to why I was still receiving their promotional emails after opting out 10 - 20 times over the past months.  It should NOT take having to reach out to BBB in order for them to comply with customer's request of opting out, in my opinion.

       

       

       

       

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


      Sincerely,

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




       

      Business Response

      Date: 10/13/2022

      Nespresso has confirmed email address has been removed from all marketing emails; if emails are still being received, please supply proof of email.

      One of our supervisors have also attempted to reach member via phone to confirm and haven't been able to successfully reach via phone number in claim and on file. 

      Please advise. 

      Best,

      Nespresso Customer Care

      Customer Answer

      Date: 10/14/2022

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********.  At this time the emails have ceased.   
      Sincerely,

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



       

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