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Nespresso
Claimed Business
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AI Review Summary
Based on recent customer reviews, Nespresso faces severe criticism across its repair service, delivery logistics, and customer support channels. Machines are frequently returned unrepaired or in worse condition, with multiple collection and repair cycles frustrating customers. Online orders regularly experience significant delays, broken delivery promises, and poor courier performance. Call centre agents are described as unhelpful, offering false assurances with no follow-through. Refund processing is slow and unresponsive. Promotional vouchers are seen as misleading with hidden conditions. Rare positive feedback highlights exceptional in-store staff at Gateway and Cavendish branches who deliver warm, personalised service.
Performance(last 12 months):
TrustIndex
0
Score
Ranking
#53
in Retail
NPS Score
-82
Recommended: Unlikely
Review Distribution
1.3|42 Reviews
May '25 - Apr '26
5(5.3%)
4(0%)
3(2.6%)
2(5.3%)
1(86.8%)
5(5.3%)
4(0%)
3(2.6%)
2(5.3%)
1(86.8%)
Frequently Asked Questions About Nespresso
Based on recent customer reviews, this business delivers a consistently strong customer experience anchored by outstanding agent quality and rapid communication. Customers frequently name individual consultants and praise their friendliness, patience, and professionalism. Recurring praise is given to claims and roadside assistance, though a vocal minority report frustrating delays, rejected claims, and poor transparency around premium increases.
Hellopeter's TrustIndex is a 0–10 score based on review star ratings, reply speed, and recent activity over the last 12 months. How is the TrustIndex calculated? →
Recent reviews (42)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
RT
Renier T
1 reviews | Active since Jan 2020
4 Mar 2026, 19:20
Check your till slip at Nespresso Tygervalley
I visited Nespresso Tygervalley on 2 March 2026 to purchase the 10% discount on 10 x sleeves promotion. As I left the store I noticed on the slip that they only charged me for 8 x sleeves where as I received 10 x sleeves. I returned and showed the consultant the slip, he showed it to the manager and they asked me to pay another R261. I asked the cashier whether he is sure the amount is now correct. Unfortunately I only looked at the slip again at home and then only realise they never gave me my 10% discount. I returned to Tygervalley, showed them the slips and asked about the 10%. The cashier and the manager looked at it, asked for my bank card for the refund and never explained when I can expect the refund to show, and never apologised for the mistakes made when my transaction was processed, also no apology for having to drive back to the Mall. I will not buy there again.
Helpful (0)
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Renier T
1 reviews | Active since Jan 2020
4 Mar 2026, 19:20
Check your till slip at Nespresso Tygervalley
I visited Nespresso Tygervalley on 2 March 2026 to purchase the 10% discount on 10 x sleeves promotion. As I left the store I noticed on the slip that they only charged me for 8 x sleeves where as I received 10 x sleeves. I returned and showed the consultant the slip, he showed it to the manager and they asked me to pay another R261. I asked the cashier whether he is sure the amount is now correct. Unfortunately I only looked at the slip again at home and then only realise they never gave me my 10% discount. I returned to Tygervalley, showed them the slips and asked about the 10%. The cashier and the manager looked at it, asked for my bank card for the refund and never explained when I can expect the refund to show, and never apologised for the mistakes made when my transaction was processed, also no apology for having to drive back to the Mall. I will not buy there again.
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Replies (0)NK
Natalie K
1 reviews | Active since Jan 2020
2 Mar 2026, 09:07
APPALLING SERVICE FROM NESPRESSO SOUTH ARICA
Machine stopped working and trying to get it repaired for 3 months now. Last year I, I traded my old machine (that never gave any issues) to a new one - CREATISTA PLUS in August 2025. It has stopped working , motor or thermostat in December 2025. We tried to have it collected for repairs since December and between Nespresso appointing 2 different courier companies, me phoning at least two or three times confirming no collecting yet. It was finally collected. 26.1.2026 with RAM. Received an email from Nespresso saying machine is with a technician on 22.1.2026 and the machine is returned to me on 23.1.2026. IMAGINE, NO-ONE TELLS ME WHAT WAS THE ISSUE AND THEY FIXED IT SO QUICK. BUT, tried it again and still not working. Same issues. Emailed again 27 Feb and no reply. Called again 20 Feb to arrange collection and repair again, but no emails, collection or arrangements. THE SERVICE HAS BEEN SO DISAPPOINTING AND I JUST DON'T KNOW WHAT TO DO NEXT. JUST SIT WITH A BROKEN MACHINE AND I TAKE THE LOSS !!
Helpful (0)
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Natalie K
1 reviews | Active since Jan 2020
2 Mar 2026, 09:07
APPALLING SERVICE FROM NESPRESSO SOUTH ARICA
Machine stopped working and trying to get it repaired for 3 months now. Last year I, I traded my old machine (that never gave any issues) to a new one - CREATISTA PLUS in August 2025. It has stopped working , motor or thermostat in December 2025. We tried to have it collected for repairs since December and between Nespresso appointing 2 different courier companies, me phoning at least two or three times confirming no collecting yet. It was finally collected. 26.1.2026 with RAM. Received an email from Nespresso saying machine is with a technician on 22.1.2026 and the machine is returned to me on 23.1.2026. IMAGINE, NO-ONE TELLS ME WHAT WAS THE ISSUE AND THEY FIXED IT SO QUICK. BUT, tried it again and still not working. Same issues. Emailed again 27 Feb and no reply. Called again 20 Feb to arrange collection and repair again, but no emails, collection or arrangements. THE SERVICE HAS BEEN SO DISAPPOINTING AND I JUST DON'T KNOW WHAT TO DO NEXT. JUST SIT WITH A BROKEN MACHINE AND I TAKE THE LOSS !!
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Replies (0)CR
Cindy R
1 reviews | Active since Jan 2020
19 Feb 2026, 06:17
Inconvenience that I just get a "sorry" for.
It took them 3 weeks to deliver my order placed on the 26th January. I kept of calling and every time you get a new person that promises but then nothing happens. Of about 8 people that did promises to call, only 2 ever called back. On top of that, when the parcel was replaced, it wasn't even my order. Then I had to send pictures of the incorrect goods to an e-mail I that I'm still waiting for to this day. Eventually spoke to a lady that sorted everything out and had the incorrect order collected and correct parcel delivered. It's better to rather deal with the kiosks and buy your pods there.
Helpful (0)
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Cindy R
1 reviews | Active since Jan 2020
19 Feb 2026, 06:17
Inconvenience that I just get a "sorry" for.
It took them 3 weeks to deliver my order placed on the 26th January. I kept of calling and every time you get a new person that promises but then nothing happens. Of about 8 people that did promises to call, only 2 ever called back. On top of that, when the parcel was replaced, it wasn't even my order. Then I had to send pictures of the incorrect goods to an e-mail I that I'm still waiting for to this day. Eventually spoke to a lady that sorted everything out and had the incorrect order collected and correct parcel delivered. It's better to rather deal with the kiosks and buy your pods there.
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Replies (0)SK
Simone K
1 reviews | Active since Jan 2020
6 Feb 2026, 11:51
Nespresso Repair Service Damaged My Machine
I am writing to formally lodge a complaint regarding the repair service for my Nespresso machine, which has now been collected and returned twice and is currently in a worse condition than when it was first sent in. Timeline of events: • On 16 January, my machine was collected by Nespresso for repair. • The issue reported was related to the milk frother. • When the machine was returned, it was completely non-functional and emitted a strong smell of burnt wiring. • I was advised that there was “no fault” with the machine, despite these serious issues. • I contacted Nespresso again, and the machine was collected for a second repair. • The machine was delivered back to me today, and it is now physically skew/misaligned, still not working at all, and in a worse condition than before. At this point, I have completely lost confidence in further repair attempts. The machine was returned to me twice in an unacceptable and deteriorated state, despite being handled solely by Nespresso’s authorised service process. I am formally requesting: • An immediate replacement machine. Please escalate this matter as a priority and provide a written response confirming how this will be resolved. I expect this issue to be resolved promptly, as the service provided to date has fallen well below acceptable standards. I am happy to provide photos, videos, and all collection and repair references upon request.
Helpful (0)
|Replies (0)SK
Simone K
1 reviews | Active since Jan 2020
6 Feb 2026, 11:51
Nespresso Repair Service Damaged My Machine
I am writing to formally lodge a complaint regarding the repair service for my Nespresso machine, which has now been collected and returned twice and is currently in a worse condition than when it was first sent in. Timeline of events: • On 16 January, my machine was collected by Nespresso for repair. • The issue reported was related to the milk frother. • When the machine was returned, it was completely non-functional and emitted a strong smell of burnt wiring. • I was advised that there was “no fault” with the machine, despite these serious issues. • I contacted Nespresso again, and the machine was collected for a second repair. • The machine was delivered back to me today, and it is now physically skew/misaligned, still not working at all, and in a worse condition than before. At this point, I have completely lost confidence in further repair attempts. The machine was returned to me twice in an unacceptable and deteriorated state, despite being handled solely by Nespresso’s authorised service process. I am formally requesting: • An immediate replacement machine. Please escalate this matter as a priority and provide a written response confirming how this will be resolved. I expect this issue to be resolved promptly, as the service provided to date has fallen well below acceptable standards. I am happy to provide photos, videos, and all collection and repair references upon request.
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Replies (0)TM
Tumelo M
1 reviews | Active since Jan 2020
30 Jan 2026, 19:01
FALSE AND MISLEADING MARKETING BY NESPRESSO SANDTON CITY.
SO DISAPPOINTED AND SHOCKED, at the unprofessionalism, false marketing and false adverti*****t of the Nespresso team at the Sandton City Pop up. My friend and I were at Sandton city and saw the nespresso pop up. We absolutely loveeee Nespresso coffee and so we stopped to get some, unfortunately they had stopped making the hot coffee and there was only ice coffee. That’s fine. We then realised there were games. We walked up to the games section and we asked the two Nespresso employees, how do we play the game and if you win any prizes? They said yes sure please have a look at this document ( a green how to play the game one pager). We were happy to try out the game. But then we asked but is this just a game or are there prizes??they could have simply said NO THERE ARE NO PRIZES. However the 2 employees told us if you are able to complete the game in under 2 mins you win the Nespresso Machine!!!!!! How amazing is that? We thought oh that’s amazing !! My friend and I spent an HOUR. From 18:00 to 19:15!!!! Playing that game over and over again under the FALSE AND MISLEADING ADVERTISING AND MARKETING of the employees that if we get it right we win. Also the green card which sets out how the game is played, says you can play the game as much as you can, or rather “multiple completions”. So we thought ohh we should do our best and win. When I FINALLLLY got it right, and I was like so ? The manager or rather another employee came and asked what’s going on ? And we explained. Only for her to say NO THATS NOT TRUE. And called out the other two employees on why they **** ?? The manager/ other employee clarified that games were being played and only caps and scarfs were on offer- To which she offered and gave us. She was so shocked to learn that we were told that the NESPRESSO MACHINE AND THE CUP were on offer. When she asked the 2 employees why they did this, one of them responded “ oh no we just thought it’ll be fun”. THOUGHT IT WOULD JUST BE FUN??? By WASTING a customers TIME ?? And MISLEADING THEM ?? And all they had to say was SORRY?? WE WERE BASICALLY HUMILIATED AND DISRESPECTED! NESPRESSO SHOULD NOT LET THEIR EMPLOYEES PROMISE CUSTOMERS FALSE COMMITMENTS AND WASTE THEIR TIME. We were utterly shocked at this behavior. If nespresso is going to be operating this way at their pop ups then they shouldn’t even be hosting them.
Helpful (0)
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Tumelo M
1 reviews | Active since Jan 2020
30 Jan 2026, 19:01
FALSE AND MISLEADING MARKETING BY NESPRESSO SANDTON CITY.
SO DISAPPOINTED AND SHOCKED, at the unprofessionalism, false marketing and false adverti*****t of the Nespresso team at the Sandton City Pop up. My friend and I were at Sandton city and saw the nespresso pop up. We absolutely loveeee Nespresso coffee and so we stopped to get some, unfortunately they had stopped making the hot coffee and there was only ice coffee. That’s fine. We then realised there were games. We walked up to the games section and we asked the two Nespresso employees, how do we play the game and if you win any prizes? They said yes sure please have a look at this document ( a green how to play the game one pager). We were happy to try out the game. But then we asked but is this just a game or are there prizes??they could have simply said NO THERE ARE NO PRIZES. However the 2 employees told us if you are able to complete the game in under 2 mins you win the Nespresso Machine!!!!!! How amazing is that? We thought oh that’s amazing !! My friend and I spent an HOUR. From 18:00 to 19:15!!!! Playing that game over and over again under the FALSE AND MISLEADING ADVERTISING AND MARKETING of the employees that if we get it right we win. Also the green card which sets out how the game is played, says you can play the game as much as you can, or rather “multiple completions”. So we thought ohh we should do our best and win. When I FINALLLLY got it right, and I was like so ? The manager or rather another employee came and asked what’s going on ? And we explained. Only for her to say NO THATS NOT TRUE. And called out the other two employees on why they **** ?? The manager/ other employee clarified that games were being played and only caps and scarfs were on offer- To which she offered and gave us. She was so shocked to learn that we were told that the NESPRESSO MACHINE AND THE CUP were on offer. When she asked the 2 employees why they did this, one of them responded “ oh no we just thought it’ll be fun”. THOUGHT IT WOULD JUST BE FUN??? By WASTING a customers TIME ?? And MISLEADING THEM ?? And all they had to say was SORRY?? WE WERE BASICALLY HUMILIATED AND DISRESPECTED! NESPRESSO SHOULD NOT LET THEIR EMPLOYEES PROMISE CUSTOMERS FALSE COMMITMENTS AND WASTE THEIR TIME. We were utterly shocked at this behavior. If nespresso is going to be operating this way at their pop ups then they shouldn’t even be hosting them.
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Replies (0)SK
Simone K
1 reviews | Active since Jan 2020
29 Jan 2026, 06:57
Service Left My Machine Completely Unusable
I sent my machine in for a service and repairs and was happy to purchase 15 sleeves to qualify for the free service. When I received the machine back, it was in a worse condition than before. It now overheats, smells of burnt wiring, and none of the functions work. The descaling and cleaning lights, along with other buttons, continuously flash. I specifically sent the machine in because I had family visiting from abroad and needed it working. Instead, I am once again without a machine. This is extremely frustrating, especially as the only issue previously was the milk frother. Now the entire machine is unusable.
Helpful (0)
|Replies (0)SK
Simone K
1 reviews | Active since Jan 2020
29 Jan 2026, 06:57
Service Left My Machine Completely Unusable
I sent my machine in for a service and repairs and was happy to purchase 15 sleeves to qualify for the free service. When I received the machine back, it was in a worse condition than before. It now overheats, smells of burnt wiring, and none of the functions work. The descaling and cleaning lights, along with other buttons, continuously flash. I specifically sent the machine in because I had family visiting from abroad and needed it working. Instead, I am once again without a machine. This is extremely frustrating, especially as the only issue previously was the milk frother. Now the entire machine is unusable.
0
Replies (0)HN
Happy N
1 reviews | Active since Jan 2020
13 Jan 2026, 09:04
Exceptional Service offered by Kerisha Narainpersath @Nespresso, Gateway Mall
During my visit to the Nespresso store, I was assisted by a young woman (Kerisha Narainpersath @Nespresso, Gateway Mall) whose service was exceptional from start to finish. After I shared that I wanted to buy a coffee machine for my birthday, she patiently and clearly explained the different products, helping me understand my options with ease. She was incredibly helpful, warm, and loving in her approach, making me feel genuinely welcomed and valued. Her positive energy and dedication turned my visit into a truly enjoyable and memorable experience.
Helpful (0)
|Replies (0)HN
Happy N
1 reviews | Active since Jan 2020
13 Jan 2026, 09:04
Exceptional Service offered by Kerisha Narainpersath @Nespresso, Gateway Mall
During my visit to the Nespresso store, I was assisted by a young woman (Kerisha Narainpersath @Nespresso, Gateway Mall) whose service was exceptional from start to finish. After I shared that I wanted to buy a coffee machine for my birthday, she patiently and clearly explained the different products, helping me understand my options with ease. She was incredibly helpful, warm, and loving in her approach, making me feel genuinely welcomed and valued. Her positive energy and dedication turned my visit into a truly enjoyable and memorable experience.
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Replies (0)LM
Lesego M
1 reviews | Active since Jan 2020
30 Dec 2025, 07:16
The worst customer service
When I placed an order, I received no communication to confirm it. When I logged into my account, it showed that there were no placed orders. As a result, I went to the store to purchase the items in person. I later had to return the items that were collected the week before last, and to date I have still received no communication from your company. I have made several calls and have repeatedly been given false assurances. I spoke to Mbali Mbatha, who promised that my refund would be processed within 7 working days from the day the parcel was received. This did not happen. I then spoke to Tebogo Ngakana, who also promised to get back to me with feedback, which never occurred. I then spoke to Mbali Mbongwa and Mpendulo Ngema who promised feedback last week to this day no one has not gotten back to me and still my refund hasn't been processed.
Helpful (0)
|Replies (0)LM
Lesego M
1 reviews | Active since Jan 2020
30 Dec 2025, 07:16
The worst customer service
When I placed an order, I received no communication to confirm it. When I logged into my account, it showed that there were no placed orders. As a result, I went to the store to purchase the items in person. I later had to return the items that were collected the week before last, and to date I have still received no communication from your company. I have made several calls and have repeatedly been given false assurances. I spoke to Mbali Mbatha, who promised that my refund would be processed within 7 working days from the day the parcel was received. This did not happen. I then spoke to Tebogo Ngakana, who also promised to get back to me with feedback, which never occurred. I then spoke to Mbali Mbongwa and Mpendulo Ngema who promised feedback last week to this day no one has not gotten back to me and still my refund hasn't been processed.
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Replies (0)