Please see the updates below…
Let me say this straight out—my wife and I love our Nespresso. We’ve had it for three years now (it was a wedding present) and I love being able to make great coffee at home and the fact that I can recycle 100% of the packaging and pods (take that Keurig and Tassimo). However, our recent experience with Nespresso and their customer service has been nothing but an epic fail. So here it is Nespresso. Time to step up and fix this. Let me tell you our story…
Mmm, great coffee…
Over the past three years we’ve bought…oh heck I don’t even want to think about how much we’ve spent on Nespresso pods. Hey the cost of the pods and milk at home for an Americano (my fav) or Latte (my wife’s) is still cheaper than a coffee out. So when Sheila wanted to get a new Nespresso Pixie on sale (and take our machine to work)…we figured it would be just as fast and easy to order from them as usual.
We were wrong. Oh so wrong.
Let’s Get This Order Right
Here’s the story.
Sheila went down to the Bay and picked up some Nespresso pods (we were out of our favs at home) and lo and behold the new Pixies were on sale. Big sale. And in the color Sheila wanted (electric blue)…so she went home and ordered it online. Oh that and another $200 worth of pods for the machine.
The very next day (which is usual for Nespresso) a big box arrived! W00t! I left the box right there for Sheila to open when she got home. After pulling out an insane number of pods (anyone want to come over for an espresso-based beverage?), there is the new Nespresso machine!
Box opened and…
It’s the wrong color. The outside of the box is labeled with the right color, but the machine in the box is wrong. Grumble, grumble.
Sheila calls Nespresso customer service…and waits…and waits. She talks to an agent who seems to have no answers about why we got the wrong color or even if the right color is in stock. So Sheila asks for a supervisor. Once. Twice. Three times and keeps getting the run around. In a fit of frustration, she hands the phone to me.
I lay down the law. I want a supervisor on the phone now. No excuses. The next voice I want to hear is a supervisor. Yes, I’m pissed.
A supervisor comes on and I think we’ve gotten things straight. A new Pixie will be shipped out right away and the old one picked up by UPS. Excellent. This, by the way, is Thursday evening…. Time on the phone: 1 hour.
Monday comes and goes and UPS hasn’t picked up the wrong Pixie and the new one hasn’t arrived either. Hmm. I call Nespresso (again) and I’m told that the replacement was shipped last Thursday. Cool. Great, can’t wait.
Wait, It Hasn’t Been Sent?
So today (Wednesday), we still have a big box in the hall with the Pixie to go back and no Pixie to replace it. I call Nespresso.
Huh. No the Pixie hasn’t been shipped. This is bad. I ask to speak to a supervisor. Sure, let me take your name and number and a supervisor will call you within 24 hours. Wait, what?
So a customer, a great and loyal customer, can’t talk to a supervisor when an order has gone pear shaped? And there is no indication of why the wrong one was sent and new one will (or if) be coming? I’m waiting for a call back from the supervisor (I said I wanted to hear within an hour…ha!) to get some real answers. I’m not amused.
Your Move Nespresso
Well, one of the supervisors “Angela” finally called me. I got her to admit that the CSRs lie when they say “there aren’t any supervisors here”. I got in a little chiding about lying to your customers. Right now…well we’re approaching happy. We were told that UPS would pick up the item to return, but in actual fact we were supposed to drop off the machine. Yeah, big difference. Funny that was never mentioned in the three times I called before I got to talk with Angela today. So UPS is actually coming to pick up the unit from us (hopefully by Friday, since it’s a long weekend here) and we’re supposed to have the right unit on Friday as well. According to Angela we’re receiving something extra for our troubles…don’t know what yet, but we’ll see. So, lessons for Nespresso:
- Don’t lie to your customers. We will call bullsh*t. It’s bad customer service to say “there are no supervisors here” when we all know that’s a bald faced lie. Busy, not able to talk, fine. Just don’t make up something so obviously untrue.
- When a customer asks to speak to a supervisor saying someone will try to call you in 24 hours isn’t good enough. Really? Twenty four hours? Maybe? If it’s gotten to the point where a customer is really angry, done wrong, and upset…either get someone on the phone right then or say something like a person will call you shortly.
- Make sure your CSRs have the tools, information, and latitude that they need. A lot of this problem was because we happened to pick a really popular color when the Nespresso Pixies were on sale (like $100 off). The CSRs couldn’t tell if the item was even in stock. That’s setting a CSR up to fail.
- Be absolutely crystal clear about what needs to happen. So my wife was supposed to get an email with the return number and something to print out. She didn’t. Also since we were expecting UPS to arrive to take the item away, we didn’t know this was a problem.
- Own the mistakes and when you say you’ve fixed it—it needs to be fixed. Last Thursday (almost a week ago) I was told the replacement had been shipped. I was told on Monday the replacement had been shipped. The replacement hadn’t actually been shipped at all.
It remains to be seen if we’ll get the replacement this week and if the wrong machine (I said they should just refund our money and let us keep it as Nespresso’s gift to us) goes away. We’ll see.
It’s a new day and we have a very surprising and welcome update—this morning Sheila received a call from the president of Nespresso Canada! He apologized for the problems and asked if we would be home tomorrow afternoon so people from the boutique downtown could personally deliver our machine and a gift.
Fabulous news. Just wonderful. The gesture from the president—fantastic.
Here’s what I hope Nespresso learns from this: Make sure your CSRs can do their jobs effectively. That’s it. Make sure the CSRs can get immediate information on stock levels, be clear about return shipping, and ship out replacements rapidly. I feel like the CSRs throughout this ordeal were truly hamstrung by their own rules. I’ll share pictures of the new machine and updates tomorrow.
Sigh. This afternoon Scott from the Downtown Nespresso Boutique came by with a new Pixie, scads of coffee, chocolate (mmm), and glassware. We had a nice chat, but…yeah it was still the wrong color Pixie. Ugh. The electric royal blue color must have been so freakin’ popular that there is one, one, left in Canada. And it isn’t here. I called Scott (we now have a direct line to the president of Nespresso and the local store manager) and he’s swapping it out for a red one.
And all of this could have been avoided.
All Nespresso had to do was call and tell Sheila that the color she picked wasn’t in stock any more, can we send you one of these other colors. Before even shipping, just a simple call or email would have done the trick.
I am, without doubt or reservation, pleased with how nicely we’ve been treated since this posts went up. That’s awesome. Yes, Nespresso stepped up to the plate. They certainly tried to make it right. It didn’t quite work the first go, but they are making it right now.
Now I think it’s time for a pre-holiday weekend “Bailey-ccino” (a cappuccino made with cream and Bailey’s instead of milk).