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!
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