I suspect that Nespresso deliberately set up their site to enable Senior Management to remain ignorant of complaints. So... unable to lodge a complaint online with anyone other than a telephone operator, last week I went into the Nespresso Store on Goethestr. in Frankfurt (the street with all the designer stores) and asked to speak to the Manager. Interesting that Nespresso should choose to open their store in an upscale location and then hire a boutique manager entirely ignorant of the concept of customer service and totally lacking in class. While attempting to register my complaint, she refused to listen; told me that I wasn't listening to her, refused to discuss it with me and then walked away, disappearing behind a closed door!! A simple "I'm sorry, please let me have your details and I will look into it and get back to you" would have diffused a difficult situation and I would have walked away, hopeful that the issue would be resolved. Instead I walked away, seething with frustration, appalled at her rudeness and determined to warn as many people as possible that they should carefully explore other options before considering purchasing a Nespresso Machine. How is it possible in this day and age that the concept of customer service is so foreign to Nespresso that customer service training is not given to a 'boutique manager'? The price of their product and the positioning of their stores, reflects their wish to promote the product as 'upscale/high end' . However, a refusal to put in place a system by which dissatisfied customers can register complaints and be sure of being heard, clearly indicates a deliberate company policy and ensures that Senior Management are not inundated with complaints!

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!