Nespresso review: Capsule delivery and appalling customer service

[10/04/2024 16:51] Paul Kelly: My membership number is 2106804. I phoned early this morning to find out where my order from 27th March is and was told I would have a return call today but I have not been called. Can someone please reply...this is not customer service 🙄

[10/04/2024 16:51] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[10/04/2024 16:57] Paul Kelly: I don't need to learn more...I would like to communicate with a human...

[10/04/2024 17:03] Nespresso Nespresso: Good afternoon.

[10/04/2024 17:04] Nespresso Nespresso: I'm sorry about the problem you're having with your order.

[10/04/2024 17:04] Nespresso Nespresso: Can you please tell me your full name and registration email?

[10/04/2024 17:06] Paul Kelly: Paul Kelly...the registered email address paul.[protected]@realrelax.com.es is no longer live

[10/04/2024 17:10] Nespresso Nespresso: I see we called you a few times with no response, days 2, 8 and this morning, since the carrier keeps indicating absence.

[10/04/2024 17:10] Nespresso Nespresso: When are you able to request it again, Paul?

[10/04/2024 17:11] Paul Kelly: My phone has been beside me on my desk all day and no call was received from you

[10/04/2024 17:11] Paul Kelly: A d I have been at my delivery address every day all day for the last 2 weeks

[10/04/2024 17:12] Nespresso Nespresso: It's [protected]? Colleagues indicate that a company answering machine goes off. when calling.

[10/04/2024 17:12] Nespresso Nespresso: Can you confirm the address, please?

[10/04/2024 17:12] Nespresso Nespresso: REAL RELAX SLUAt. PAUL KELLYEL TIMPLE, [protected] TEGUISE

[10/04/2024 17:12] Nespresso Nespresso: Is there any missing data?

[10/04/2024 17:13] Paul Kelly: As this is a personal mobile number with no answering machine that is total BS

[10/04/2024 17:14] Paul Kelly: The address has been the exact same for the 11 years I have been a customer

[10/04/2024 17:15] Paul Kelly: Please do not patronise me with lies and untruths

[10/04/2024 17:16] Nespresso Nespresso: I'm sorry Paul, this is the information I can check at your account, I'll let the department know regarding this.

[10/04/2024 17:16] Nespresso Nespresso: Also, I'm claiming the carrier the delivery as soon as possible.

[10/04/2024 17:16] Nespresso Nespresso: I trust this is a one-off incident.

[10/04/2024 17:16] Nespresso Nespresso: Meanwhile, is there anything else I can help you with?

[10/04/2024 17:17] Paul Kelly: Are you seriously telling me that is your answer? ?

[10/04/2024 17:17] Nespresso Nespresso: Is it okay for tomorrow morning or are you able better in the afternoon?

[10/04/2024 17:19] Paul Kelly: Please answer the allegations about non existent phone calls to my mobile...I do not like lies and have a record of all my incoming calls today...as it happens zero

[10/04/2024 17:20] Nespresso Nespresso: We have from the phone department calls the days I already told you before, it's all the information we can see since this is a digital department, not the phone one Paul.

[10/04/2024 17:20] Paul Kelly: Please send me a screenshot

[10/04/2024 17:20] Nespresso Nespresso: If you wish, you can reclaim through this email: atencionalcliente@nespresso-sp.es

[10/04/2024 17:20] Nespresso Nespresso: Is there anything else I can help you with?

[10/04/2024 17:21] Paul Kelly: Reclaim what?

[10/04/2024 17:21] Nespresso Nespresso: We can't send internal images, you can contact and claim at the email I just attached if you need to request more information regarding the calls.

[10/04/2024 17:21] Nespresso Nespresso: I already asked the carrier managers to make the delivery as soon as possible.

[10/04/2024 17:22] Nespresso Nespresso: Have a lovely day.

[10/04/2024 17:22] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/2mcrmg

[10/04/2024 17:24] Paul Kelly: I really don't think I have been treated with such indifference and disrespect by a company customer service department before..and as the day is over I won't be having a lovely one.

[10/04/2024 17:24] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[10/04/2024 17:40] Nespresso Nespresso: Hello, Paul.

[10/04/2024 17:40] Nespresso Nespresso: We are sorry for what happened. We will forward your comments to the responsible department to improve the service. On the other hand, we are awaiting the delivery of the order.

[10/04/2024 17:40] Nespresso Nespresso: Regards.

[10/04/2024 17:40] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/yakbsc

[11/04/2024 14:27] : I have waited until now, 14.20, in expectation that the delivery promised yesterday would arrive this morning, but again NOTHING.

Are there any humans with a brain who care about customers working for Nespresso? Or am I talking to an ineffective chatbot?

Paul Kelly

[11/04/2024 14:27] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[11/04/2024 14:59] Nespresso Nespresso: Hi Paul

[11/04/2024 14:59] Nespresso Nespresso: I will check it. One moment, please

[11/04/2024 15:22] Nespresso Nespresso: We have reviewed your case, we see that it was claimed just yesterday and we are still awaiting a response from the courier. We are still waiting for your case and as soon as we have news we will send them to you via email

[11/04/2024 15:23] : So I can now go to the supermarket?

[11/04/2024 15:24] : Even though yesterday you told me it would be delivered today...….

[11/04/2024 15:28] Nespresso Nespresso: We are sorry for the inconvenience caused, we hope to have an answer soon and that you will receive your order as soon as possible

[11/04/2024 15:29] : Are you communicating with your carrier by phone or by carrier pigeon?

[11/04/2024 15:32] Nespresso Nespresso: By phone and email :(

[11/04/2024 17:14] Paul Kelly: As it is now 17.00 your promise of delivery today was just an opinion, with no basis in fact. Tomorrow, for the first time since I placed this order, I will not be available until 15.30 but I will try to be here every day from then to Christmas by which time you might have effected a delivery.

[11/04/2024 17:28] Nespresso Nespresso: We will follow up with you to ensure that the delivery of your order is handled as soon as possible without further delays

[11/04/2024 17:34] : What does "as soon as possible" mean after 16 days?

[11/04/2024 17:41] Nespresso Nespresso: We do our best, but we can't promise anything as we can't control all the factors involved in a delivery.

[11/04/2024 17:42] Nespresso Nespresso: Can we help you with anything else?

[11/04/2024 17:46] : Ask the humans, if there are any, at the email address you gave me yesterday atencionalcliente@nespresso-sp.es to have some common manners and at least acknowledge and reply to my 4 emails,

[11/04/2024 18:02] Nespresso Nespresso: We are all humans here, Paul :)

[11/04/2024 18:02] Nespresso Nespresso: Will do that.

[11/04/2024 18:03] Nespresso Nespresso: Don't hesitate to contact us again if you need anything.

[11/04/2024 18:03] Nespresso Nespresso: Have a good afternoon ahead.

[11/04/2024 18:03] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/vfna27

[11/04/2024 22:07] Paul Kelly: If it is going to take another 16 days to deliver my order can I please have my money returned until you manage to employ a courier to deliver it

[12/04/2024 07:25] Nespresso Nespresso: Good morning, Paul.

[12/04/2024 07:26] Nespresso Nespresso: I'm sorry for the inconvenience caused with the delivery of your order, please give me a moment while I locate the information and see what happens.

[12/04/2024 07:28] Nespresso Nespresso: Paul, thank you for the wait, according to the readings I have on the screen, you have tried several times to deliver, do we have the correct data or maybe there is a schedule for its reception? REAL RELAX SLUAt. PAUL KELLYTHE TIMPLE, [protected] TEGUISE

[12/04/2024 09:25] Paul Kelly: That is total BS..I have been at home every day since I ordered the coffee and I have not has a single phone call and my details are the same as the last 11 years...are you seriously asking these stupid questions again? Read the thread

[12/04/2024 09:28] Paul Kelly: And as I already notified you I will not be available today until 15.30

[12/04/2024 09:31] Nespresso Nespresso: I apologize since the information I have indicated is the one offered from the website, we call the managers to gather more information, please do not leave.

[12/04/2024 09:33] Paul Kelly: I am in the hospital seeing consultant so I am no longer available until 15.30

[12/04/2024 09:35] Nespresso Nespresso: I'm still waiting with the managers, we can claim this time slot Paul and I'll send you information by e-mail.

[12/04/2024 09:38] Nespresso Nespresso: Thank you for the wait, you have informed the destination delegation for a new distribution this afternoon, from 3.30 p.m., pending follow-up, Paul. Do you want me to inform you of updates by e-mail?

[12/04/2024 13:50] Nespresso Nespresso: When we don't get a response, we're going to end this conversation. Anyway, if you have any other questions, you can send us a new message. Best regards.

[12/04/2024 13:50] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/gk0j7m

[12/04/2024 16:03] Paul Kelly: It is now 16.00...I have been available as advised since 15.30. I have received NO emails as you said I would. After 11 years as a regular customer and 17 days since I placed my order I would have thought some additional effort might have been made by Nespresso to sort this mess but obviously you really don't care about your customers.

[12/04/2024 16:03] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[12/04/2024 16:10] Nespresso Nespresso: Good afternoon, Paul.

[12/04/2024 16:13] Nespresso Nespresso: We are pending of your order, so that you can receive it as soon as possible.

[12/04/2024 16:14] Nespresso Nespresso: We hope you will be able to receive it as soon as possibly.

[12/04/2024 16:14] Nespresso Nespresso: Is there anything else we can help you with?

[12/04/2024 16:15] Nespresso Nespresso: If you have any questions, please do not hesitate to contact us again.

[12/04/2024 16:15] Nespresso Nespresso: Have a nice weekend.

[12/04/2024 16:15] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/p4zta7

[12/04/2024 16:17] Paul Kelly: What the hell does "soon as possible" mean? Another 17 days? Or maybe in time for Christmas? Stop sending me these meaningless and patronising messages and just tell me when my order will be delivered. If you can't do that please refund me my money today.

[12/04/2024 16:17] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[12/04/2024 16:21] Nespresso Nespresso: Good afternoon, Paul.

[12/04/2024 16:21] Nespresso Nespresso: Wait a moment, I will review it.

[12/04/2024 16:23] Paul Kelly: I've been waiting for 17 days...and now another moment to review what? All I want is my order delivered or my money you received 17 days ago returned

[12/04/2024 16:25] Nespresso Nespresso: Sorry for the wait, Paul. We have asked the courier company to confirm if the delivery is going to take place this afternoon. We are waiting for a response to inform you.

[12/04/2024 16:26] Nespresso Nespresso: I'll keep you posted through this channel as soon as we get a response.

[12/04/2024 16:27] Paul Kelly: Would it not have been a good idea to contact the courier company this morning...or yesterday...or one of the other 17 days?

[12/04/2024 17:54] Paul Kelly: So it is now 18.00 on Friday...I assume your courier company don't work weekends? Not that they work very much week days. Maybe you should employ a new courier company and maybe get them to deliver my order next week? What about returning my money as requested or do you just keep customer's money and not care?

[12/04/2024 18:02] Nespresso Nespresso: Paul we're working with your case, to resolve it as soon as possible.

[12/04/2024 19:40] Nespresso Nespresso: For now, can I help you with any other questions or queries?

[12/04/2024 19:45] Nespresso Nespresso: We have no answer, so this chat will end. If you have any other doubt, contact us again. Regards.

[12/04/2024 19:45] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/wsmrlq

[12/04/2024 20:11] Paul Kelly: Why do you talk such utter nonsense? Why does it take 17 days to arrange a delivery? That is not " working with your case" ...that is appalling and incredibly ignorant customer service compounded with inane and utterly unacceptable and inadequate answers. Every specific question I ask is ignored. Answer me just one. When am I getting my money back?

[12/04/2024 20:11] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[12/04/2024 20:14] Nespresso Nespresso: Good afternoon, Paul.

[12/04/2024 20:15] Nespresso Nespresso: Please be informed that we will close the conversation, as it contains offensive, threatening or insulting messages and comments.

[12/04/2024 20:15] Nespresso Nespresso: If you require personalized attention from our customer service, please show respect for the people who attend to you.

[12/04/2024 20:19] Paul Kelly: When are you refunding my money?

[12/04/2024 20:29] Nespresso Nespresso: We will now request the return of the order and when the courier confirms that it is returned, we will refund the amount. As soon as it is refunded, we will notify you by email.

[12/04/2024 20:30] Nespresso Nespresso: Please note, from that moment it may take between 2 and 4 working days for it to be seen in your bank account.

[12/04/2024 20:32] Paul Kelly: But the courier doesn't answer your emails as they have ignored them now for 48 hours... that is not an acceptable response.

[12/04/2024 20:34] Paul Kelly: And as I don't have the order what has the courier got to do with my refund?

[12/04/2024 20:36] Paul Kelly: If the courier has had my order for delivery for 17 days why should I believe that they will return it?

[12/04/2024 20:40] Nespresso Nespresso: In this case, we let the courier know of all these inconveniences so that they can return it as soon as possible.

[12/04/2024 20:43] Paul Kelly: Return what?

[12/04/2024 20:50] Nespresso Nespresso: Return the package to us or declare it as lost so we can refund the money.

[12/04/2024 21:00] Paul Kelly: I don't have the package... do you really not realise this conversation is about the non delivery of my order after 17 days... you are apparently now trying to transfer the blame for this Nespresso mess on your courier company...I really don't believe this is happening..am I dealing with humans with a brain?

[12/04/2024 21:00] Nespresso Nespresso: Sorry, the chat is currently closed. Please write us in our next opening hour Monday at 08:00.

[12/04/2024 21:05] Nespresso Nespresso: It is the procedure, we will manage it so that you can have the amount back as soon as possible.

[12/04/2024 21:05] Nespresso Nespresso: Also, please be informed that we will close the conversation, as it contains offensive, threatening or insulting messages and comments.

[12/04/2024 21:05] Paul Kelly: Have a nice weekend...I will obviously enjoy drinking non flavoured hot water courtesy of Nespresso

[12/04/2024 21:10] Nespresso Nespresso: Okay, I will report your disagreement with the procedure, we request the return and we will confirm it by email. Greetings and good weekend.

[12/04/2024 21:10] Nespresso Nespresso: If you wish to evaluate this response, please click on this link : https://nes.tl/nmudyi

[15/04/2024 10:01] Paul Kelly: Do you think you can truthfully make this claim on your website considering how you have treated me as a customer of 11 years standing when you have still not delivered my order after 20 days?

[15/04/2024 10:02] Nespresso Nespresso: Thank you for reaching us. Visit https://www.nespresso.com/es/en/legal for more information about our privacy policy and terms of sale. Please wait while we connect you to an agent.

[15/04/2024 11:20] Nespresso Nespresso: Good morning, Paul. We are sorry for the inconvenience with the delivery of your last order. Do to that issue, the order has been canceled and refunded.

[15/04/2024 12:05] Paul Kelly: You can be as sorry as you like for the inconvenience, but admitting you failed on basic customer service and apologising to your customer is obviously something Nespresso and Nescafe just don't do.