The Nespresso Club Review

Overall Rating

Great concept. Stylish. Great coffee.

Glossy looks with poor substance. Poor customer service. Spoke to 6 different people on this matter so far and nothing resolved! Poor customer service skills - I asked them for compensation to which they replied - we will give you a free pack with your next order (!)

I would have once rated The Nespresso Club highly but this year is a different story. Nespresso has left a bitter taste in my mouth, and not because of their coffee.

I used to love Nespresso Club but that's all changed. Things do go wrong and when companies put them right it leaves you feeling more loyal. Nespresso Club had ample chance to redeem themselves but failed at every hurdle I feel.
You know when you just can't get any rhyme or reason out of a company? I feel Nespresso Club are plainly at fault in this matter and still I don't have my coffee machine 6 months later! I have wasted hours on the phone. I am a busy professional woman who a) does not need this hassle b) needs her coffee fix!

SUMMARY of ISSUES:
1. Machine broke, returned my machine in Jan/Feb.
2. Took months to fix - I had to chase Nespresso Club when they didn't deliver.
3. Temporary machine provided (lower spec).
4. They returned the wrong one.
5. Nespresso Club still think it's my machine when I know it's not (because it's clearly an older machine with dirty coffee stained and scratched).
6. FInally agree pick up, waited in twice for delivery/collection - no one came (even though it was booked-in!).
7. Customer Service agent at Nespresso Club promised me a new machine.
8. Then a manager tells me they will not stand by this promise and that the customer service lady I spoke to should not have promised me that.
9. The same Manager at Nespresso Club reassures me my machine will be returned within 10 days.
10. Silence since then from Nespresso Club.
I phoned 5th July and nobody called me back so far.
Nespresso Club still hasn't returned my machine as of 11th July.
Nespresso club did not follow up to check my machine was delivered back and repaired as promised.
Yet again, I called Nespresso Club today and they say it is awaiting parts, but Nespresso Club have no ETA for my parts. They refuse to give me an email address for the UK director of Nespresso Club and say I have to wait until the manager I spoke to earlier is back from holiday.

I asked Nespresso Club for compensation and received two coffee cups and capsules two weeks ago.
But guess what - I've got no coffee machine to use them with!

Members' Comments onbelldm's Review

• NiceThingsMD on 24th Apr 2009

  interesting..... I now have an issue with the nespresso club way of doing things too - they refuse to sell me more than 400 capsules a month. I am the only source of the capsules in nigeria, w/africa, and I can no longer get the capsules!! all I get from contacting the club is the runaround that we can't supply you, you have to use the international platform, which a. dosen't work to nigeria properrly, b. costs a fortune.
  
  I think the club is now being innudated, and they simply can't cope with the volumes. nespresso needs to wake up and understand that now you've created a mass market, you can't keep on using the same methods as when it was a small, exclusive brand enjoyed by a few people.
  
  I have ordered over 300,000 capsules over the last 5 years, sold over 150 machines, and now nespresso dosen't want me to get the capsules and isn't interested in helping me to find alternatives!
  
  Caring for your customer? - I think not!!!