Review Insights · App Store
Nespresso Store
Nestle Nespresso SA · 52,758 ratings · ★ 4.9
4.9
★★★★★
52,758 ratings
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Top complaints - extracted from 21 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"order"
7 negative reviews mention this · 33% of all complaints
★★★★★ "4 orders later I’m hopeful to get this one. After being a loyal customer for 10 years I cannot get my orders" - It’s the Cards
2
"free"
5 negative reviews mention this · 24% of all complaints
★★★★★ "Misleading. Upon purchase we got offers like $10 off first order if we buy 5 sleeves, free welcome box on second order etc. Disappointed that first order code didn’t work saying we didn’t meet requirements ( we ordered 6 sleeves). Also said free shippi…" - JR Saldy
3
"work"
5 negative reviews mention this · 24% of all complaints
★★★★★ "Misleading. Upon purchase we got offers like $10 off first order if we buy 5 sleeves, free welcome box on second order etc. Disappointed that first order code didn’t work saying we didn’t meet requirements ( we ordered 6 sleeves). Also said free shippi…" - JR Saldy
4
"coffee"
5 negative reviews mention this · 24% of all complaints
★★★★★ "Misleading. Upon purchase we got offers like $10 off first order if we buy 5 sleeves, free welcome box on second order etc. Disappointed that first order code didn’t work saying we didn’t meet requirements ( we ordered 6 sleeves). Also said free shippi…" - JR Saldy
5
"every"
4 negative reviews mention this · 19% of all complaints
★★★★★ "constantly glitching. I purchased my machine almost two weeks ago. I have tried to make several purchases and every single time it won’t let me. Every time I open the app it says failed to connect. I’ve deleted it over and over again. Reset my phone. Tried the w…" - alyssaazfl
6
"address"
4 negative reviews mention this · 19% of all complaints
★★★★★ "Cannot get the default shipping address changed. I love the convenience of ordering with the app but I’m frustrated. We moved and this app keeps confirming our old shipping address. When I try to delete the default address the app says it won’t delete the default address until I have succ…" - Scuba_Gal
7
"customer"
3 negative reviews mention this · 14% of all complaints
★★★★★ "4 orders later I’m hopeful to get this one. After being a loyal customer for 10 years I cannot get my orders" - It’s the Cards
8
"cannot"
3 negative reviews mention this · 14% of all complaints
★★★★★ "4 orders later I’m hopeful to get this one. After being a loyal customer for 10 years I cannot get my orders" - It’s the Cards
9
"didn"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Misleading. Upon purchase we got offers like $10 off first order if we buy 5 sleeves, free welcome box on second order etc. Disappointed that first order code didn’t work saying we didn’t meet requirements ( we ordered 6 sleeves). Also said free shippi…" - JR Saldy
10
"nespresso"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Worst user experience ever. Shopping online with Nespresso is the most painful retail experience ever. If I didn’t have a store nearby I’d never shop here. The user interface is horrible, coupon codes never work in the app and it’s just horrible. Ever the customer ser…" - raisingjane
11
"come"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Misleading. Upon purchase we got offers like $10 off first order if we buy 5 sleeves, free welcome box on second order etc. Disappointed that first order code didn’t work saying we didn’t meet requirements ( we ordered 6 sleeves). Also said free shippi…" - JR Saldy
12
"ordering"
3 negative reviews mention this · 14% of all complaints
★★★★★ "Fake free sleeve. I drink coffee not espresso. No point of ordering this with fake free sleeve offers since they aren’t actually a normal coffee to drink - this is getting too expensive- bye" - Kevin GTO
📋 All 21 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
4 orders later I’m hopeful to get this one
After being a loyal customer for 10 years I cannot get my orders
constantly glitching
I purchased my machine almost two weeks ago. I have tried to make several purchases and every single time it won’t let me. Every time I open the app it says failed to connect. I’ve deleted it over and over again. Reset my phone. Tried the website and same thing! I missed out on multiple good deals and promos because of this. Including my free sleeve with my first purchase and the buy 8 get 2!
Worst user experience ever
Shopping online with Nespresso is the most painful retail experience ever. If I didn’t have a store nearby I’d never shop here. The user interface is horrible, coupon codes never work in the app and it’s just horrible. Ever the customer service can’t complete your order. They need a usability overhaul.
Terrible app
Updated app. Cannot get past payment screen, pop up says something is wrong and try again, over and over. Glitchy and slow. Back to the website I go. Waste of time.
Didn't receive
Hello sir/mam, this is my first order and it said I'll receive $10.00 off my first order which when I sign up on app and I didn't get it. When I spoke to customer service they said if it doesn't show it will apply automatically when I place the order which it did not! Also wanted to order recycling bag to send used coffee capsules when I'm done.
Hope you can help with the above issue
Thank you
God Bless
Hope you can help with the above issue
Thank you
God Bless
Very poor information
I have had this app since 2022 and not once has anything come across it stating that you were putting out a new app for the phones and every time I've called to talk to somebody. It is very hard to understand because people do not know how to pronunciation their words, especially if they're from another country.
It would be nice to be informed prior to needing to re-order that your old app does not work
I'm sorry whoever's running. Your app is doing a piss poor job.!!!
It would be nice to be informed prior to needing to re-order that your old app does not work
I'm sorry whoever's running. Your app is doing a piss poor job.!!!
They stopped caring
It’s a pity. The coffee is very good, but it is ridiculously overpriced. Every quarter they raise the price again. Most probably they are just bad at managing their business. Or perhaps they are greedy and hate their customers. Same outcome.
Credit not fully applied
I have a $11.00 credit on my account but when I placed an order for $40 only $4 of my credit was applied. Sad!
Cannot get the default shipping address changed
I love the convenience of ordering with the app but I’m frustrated. We moved and this app keeps confirming our old shipping address. When I try to delete the default address the app says it won’t delete the default address until I have successfully shipped to the new address. But how can I ship to the new address when you keep sending it to the old address even after I entered our new address? Now I have $400 worth of pods apparently going somewhere else.
New app
Is the only App that ask me for my Apple ID password (manually) all others allowed me with my face recognition, also I had to add again information like delivery address and the credit card, information that was supposed to come once the new app was installed
Useless app
Wouldn’t let me add an address which renders it useless for ordering. I tried several ways, including during checkout. I deleted the app and reinstalled it. Nothing worked.
Awful thing
What a mess
Been trying for a week to order
Not worth my e
Been trying for a week to order
Not worth my e
Needs work
You can’t update or delete your default address in the app until you have had a delivery to a new address. It’s really stupid.
Misleading
Upon purchase we got offers like $10 off first order if we buy 5 sleeves, free welcome box on second order etc. Disappointed that first order code didn’t work saying we didn’t meet requirements ( we ordered 6 sleeves). Also said free shipping on orders over $50- we spent $76 and still got charged shipping . Just disappointed they don’t honor offers given when machine is purchased as coffee is very expensive.
Fake free sleeve
I drink coffee not espresso. No point of ordering this with fake free sleeve offers since they aren’t actually a normal coffee to drink - this is getting too expensive- bye
Too small
Pictures are too small
Payment method
I love nespresso products. However, when I wanted to pay with my debit card it said it wasn’t excepted by the merchant. I have a capital one that’s run by discover. With all the technology we have, I believe every merchant should be excepted to buy products.
Come on
The “free” sample pack on the deal was out of stock. So, you guys get me to download the app, and the inducement is not available??? Pretty scammy and beneath the brand’s reputation.
Promo
This is my second order I tried entering promo code for free sleeves and gifts and it would not work.
Very disappointed
Very disappointed
Too Lilited
Can only see a cell phone size screen - does not meet the needs of one with sight limitations. Shame on Nespresso.
POD SIZES
The site is done well but with the continued omission of ounces in many of the descriptions of coffee.
Sentiment summary
98%
Positive (4-5★)
0%
Neutral (3★)
1%
Negative (1-2★)