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 has 9 locations, listed below.

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• 

  Nespresso USA

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

  
• 

  Nespresso USA

  306 West 57th Street New York, NY 10019-3700

  
• 

  Nespresso USA

  175 Bloomingdale Road White Plains, NY 10605

  
• 

  Nespresso USA

  92 Prince Street New York, NY 10012-3209

  
• 

  Nespresso USA

  761 Madison Avenue New York, NY 10065-6509

  

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:01/10/2025

  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.

  Ive had my Nespresso for 6 months and now its not working at all. I did an online chat with customer service only for them to tell me over and over again they cant find my account. I contacted a second ****** who was able to find my account and wanted to video call! Great! When getting on the video call they acted like I was a complete idiot calling me out on every little thing I did wrong. I give up. I would not even take these Nespresso machines even if they were free. Your rating for customer service should be an F and for product a C at best.

  Customer Answer

  Date: 01/10/2025

  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:01/02/2025

  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.

  I am submitting this complaint and requesting a refund and replacement due to insufficient service. My Vertuo Next has been malfunctioning for months. I contacted Nespresso for assistance and explained that when I brew a cup of coffee, dark liquid leaks from the bottom of the machine, and the taste of the coffee is no longer enjoyable. I was instructed to run a cleaning and descaling cycle, which I did according to the provided instructions, but the problem persisted. I called again on October 4th for assistance, and this time I was put on a video call with a technical assistant. They guided me through adding an app to my phone and the pairing process, assuring me that this would resolve the issue and that things would improve within 24 hours. However, during my next attempt to brew coffee, the leak continued. On November 11th, I called Nespresso again. After numerous attempts and hours of troubleshooting, I insisted on a repair. The associate offered to sell me a new machine, but I insisted on a repair. I provided my cc info and authorized a charge of $65.00 to cover the fee. I received notice on Nov 11th that a shipping box was sent to me. On Dec 3rd, I received an email confirming that the machine had been received by Nespresso, and on Dec 5th, I was notified that the machine was on its way back to me. When I received it, there was no indication that the box had even been opened. As you can see in the photos provided, my machine is still leaking from the bottom when I attempt to brew coffee. As a customer, I am extremely frustrated by the amount of energy, time, wasted pods, and financial resources invested since Oct without any resolution to my issue. I have been more than patient throughout this process, and not willing to spend more time troubleshooting. I am requesting a $65.00 refund for this repair and a significant discount on a replacement.Machine Details: Vertuo Next Black Rose **** DL. Serial number: ?******************* Purchase date Dec 12, 2022

  Business Response

  Date: 01/02/2025

  Good Day ******, 

  Thank you for contacting Nespresso. We are sorry to learn that your Nespresso machine is not functioning properly, despite being sent in for repair.

  Please rest assured that one of our supervisors from the ************* Team will be reaching out to you shortly to discuss the matter further. We are committed to assisting you in finding a resolution so that you can enjoy your Nespresso machine and coffee once again.
  

  Thank you for your understanding and patience.

  Best regards, 

  Nespresso ************* 

• Initial Complaint

  Date:12/31/2024

  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 purchased an egift card online with ************************** to be delivered at 11:00 a.m. to the recipient on Xmas morning. It was not delivered. I then contacted the Nespresso gift card support number and was told it was scheduled to be delivered via email at 9:00 p.m. Xmas evening. The recipient has STILL not received the egift card. I contacted the gift card supporting number again today 12/26 and the representative told me that it had not been "activated" and that she had to put a "ticket" in to management for them to activate the card. I have not heard back from "management" and this was supposed to be a Christmas gift. I am very unhappy with this service and want a refund, which they refuse to give to me. The charge is on my credit card with nothing to show for it.

  Business Response

  Date: 12/31/2024

  Thank you for contacting the Nespresso Club.
   
  We are sorry to learn, of the challenges faced with your purchase of the E-Giftcard. Our E-Giftcards are cared for by Buyatab.  Their phone is ************** and email is *********************************************.  Our team has just left a detailed voicemail as well. If they are unable to further assist, we encourage a bank dispute as an end result.  We do hope that by reaching out to them your problem will be resolved in a timely manner. 
  Best, 
  Nespresso Customer Care
  
  

• Initial Complaint

  Date:12/24/2024

  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 am trying to place an order with my gift card, which was purchased at a Nespresso store. I tried calling Nespresso and talked to Jances and got the run around. When trying to place the order online, it won't accept the gift card and calls it an invalid gift card.

  Business Response

  Date: 12/31/2024

  Good Day *******, 

  Thank you for contacting Nespresso. We are sorry to learn that you are experiencing issues with your gift card.

  A supervisor will be reaching out shortly to assist you further. Please have your gift card details readily available, as the serial number will be needed to troubleshoot the issue effectively.

  Thank you for your cooperation, and we look forward to speaking with you soon.
  

  Best regards,

  Nespresso Customer Care 

   

   

• Initial Complaint

  Date:12/09/2024

  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 vertuo next machine stopped working contacted foreign based cust serv and they lied and told me my serial # was not correct and it was correct. i spent 4 hours on phone...i want them to replace my machine since they lied to me and wasted 4 hours of my time.

  Business Response

  Date: 12/09/2024

  Good Day ******, 

  We are sorry to hear of any trouble you are experiencing with your Nespresso Machine. 

  We are unable to locate an account with your email address provided; please provide a phone number where you can be reached.

  Once confirmed, a supervisor from our machine technical support team will reach out to further assist with your case. 

  Best, 

  Nespresso Customer Care

  Customer Answer

  Date: 12/18/2024

  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:

  im not contacting their outsourced tech support
  
  already done that over 5 times over 5hr wasted tine with no resolution...and the reason why i contacted BBB..
  
  i researched and nespresso has poor quality product that has very high failure problem rate
  
  i want nespresso usa representative to contact me
  

  
  

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

  Business Response

  Date: 12/20/2024

  Good Day, 

  Due to lack of Consumer contact information and refusal to receive additional Machine Troubleshooting support via phone and video services, we deem this complaint resolved. 

  Best, 

  Nespresso Customer Care

  Customer Answer

  Date: 12/23/2024

  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:

  it appears nespresso is a problem company with a problem product

   

  i reject their overseas rwsponse because i already contacted their overseas support and they failex

   

  please replace my item with a new one

   

   

   

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

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

• Initial Complaint

  Date:12/03/2024

  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 a Nespresso Next machine in January 2022. It had a two year warranty. I maintained the machine properly but in November 2024 when I connected with customer service, they told me that the issue was with the laser reading the pods. They did not offer to replace the machine, but instead only offered a 35% coupon and said a new machine should last if well maintained. When I asked how to maintain the laser, they said it wasnt something I could fix. I think they should be responsible. Clearly the machine was not designed to last much longer than its warranty.

  Business Response

  Date: 12/18/2024

  Dear ****,

  Thank you for reaching out to Nespresso. We are sorry to hear that your machine is not performing as expected, and we are committed to assisting you in resolving this issue.
  

  Please note that the warranty for your machine expired in January 2023, as we offer a one-year warranty period. For machines that are no longer covered by warranty, Nespresso provides a 35% discount on the purchase of a new machine directly from us.
  

  Should you require any further assistance, please feel free to contact us. Our team is here to help, and we aim to find a satisfactory resolution so that you can continue to enjoy your coffee experience.
  

  Warm regards,
  

  Nespresso Customer Care

• Initial Complaint

  Date:11/21/2024

  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 Nespresso machine from the ************** store location on 9/22/24 but decided to return the machine as there was a cheaper price, in my preferred color at a different retailer. I returned the unopened machine in store and requested a refund to the credit card that I made the purchase with. Since the payment was split on 2 cards, the store representative notified me that the refund would be funneled up to corporate since they can't handle the return in store. The full amount of the machine has been returned to my Nespresso accout, not the original payment method as I requested. I called customer service multiple times to get a resolution and they've informed me that they have placed a ticket on my behalf and the purchase should be returned to the credit card within a few business days. No refund/ credit to my credit card payment methods have been processed only to the Nespresso account which I just want transferred to my credit card.

  Business Response

  Date: 11/26/2024

  Good Day ********, 

  Thank you for contacting the Nespresso Club.

  We are sorry to learn of the dissatisfaction experienced in-store when attempting to return your machine. 

  We apologize for the inconvenience and misinformation provided as our call centers are unable to process refunds; all Nespresso Boutique purchases must be refunded in store.

  A Supervisor from our ************* team has attempted to reach you via phone to obtain additional information to get this sorted for you; we were at first unable to locate your transaction as no paper receipt was provided however, we located an account under a ****** ***** and need to confirm with you directly. 

  Rest assured, this experience has been escalated to the District Manager for further review and follow up on refund. 

  Best,

  Nespresso *************

  Customer Answer

  Date: 12/10/2024

  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 would like to receive confirmation once the refund has been processed by the district manager.

   

   

   

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

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

  Business Response

  Date: 12/23/2024

  Good Day ********, 

  Thank you for contacting Nespresso. We understand you are inquiring on a refund of $194.84. Please be informed that this refund was processed on December 11, 2024, as a split refund across two separate cards, reflecting the method of payment used. A message was left for you on December 12, 2024, providing this information along with a direct contact number for the supervisor should you have any further questions.
  

  As the refund has been successfully issued to the member, we consider this complaint resolved.

  Best, 

  Nespresso Customer Care 

   

  Customer Answer

  Date: 12/30/2024

  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:10/03/2024

  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.

  Defective coffee machine purchased. Out of warranty. Several people have encountered this problem after very limited use of machine according to online blogs. Nespresso has a 2 year warranty posted online however i was told it was only 1 year

  Business Response

  Date: 10/03/2024

  Good Day *******-
  
  Thank you for speaking with the us today.  Based on our discussion all needs have been met to your resolution.  Please reach out if any additional assistance is needed.
  
  Best,
  Nespresso *************

  Customer Answer

  Date: 10/04/2024

  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:09/30/2024

  Type:Customer Service 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 had setup auto-replenish order. For some reason nespresso system duplicated my original order on Sep 24, 2024 and next day Sep 25. I immediately saw duplicate charge and call nespresso with request to cancel duplicate and refund duplicate charge of $91.80. I was told that cancelation will take 48 hours and once the order is canceled the refund will be issued. It has been *************************** pending status and no refund. More over I haven't received any emails stating that any actions had been taken to resolve my issue.

  Customer Answer

  Date: 09/30/2024

  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:09/27/2024

  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 July 1st I ordered from this business, later to realize I ordered the wrong item and send it in for return around July 22. I was told that I would receive a refund within 30 days, 30 days later I called because no refund was received and they told me that they received the item but no one processed the refund. And itll take another 30 days. Which I then called in September which they then tried to offer credit on my account and I declined and told them I wanted a refund and they said within ***** business hours I would have my money it is now going on a week since that call and still nothing. And every single time I called their financial department has beenunavailable. This is very unprofessional theyve now had my item and money for about 3 months and still can not get me my money

  Business Response

  Date: 09/27/2024

  Good Day ******-
   
  Thank you for contacting the Nespresso Club. We are sorry to learn of any trouble you have experienced with your most recent return. We do see you reached out to our management team on 09/27/2024.  Please note we are working diligently with our finance team to resolve this matter. We appreciate your patience and will keep you updated on our progress.
   
  Best,
  Nespresso Customer Care