My complaint:
Ordered £65 worth of coffee capsules on 28223 for next day delivery. Then got an email about 90 minutes later stating it would be delivered in 2-5 days. Emailed to discuss and phoned them. Was told they were having warehouse problems and it would arrive by 3 days. Nothing arrived so on Saturday 4323 I emailed again as nobody was answering the phones and received automated email saying someone would email me back within 2448 hours. Today, Tuesday 7323 I called at midday to be told they were having problems with their computer systems so couldn’t access my account but to call back after 3pm and they should be up and running. They said to mention a goodwill credit being placed on my account for the problems caused. I called back at 4pm and was told the order would be with me by the 11th March (13 days after it was ordered for next day delivery). I asked about the goodwill credit and was told they couldn’t apply it without a managers authorisation. I was then told a manager would call me within 48 hours. I mentioned that I had rung and emailed several times and still awaiting a response from them so had no confidence I would receive a call. The. They said they could add a £10 credit to my account but that would close the matter and no manager would be calling me! I mentioned that she had just told me she couldn’t do it without a manager’s authorisation so pointed out she was lying to me before. I said I still wanted to speak to a customer service manager regarding the appalling customer service and empty promises. I was told that if I wanted to speak to a manager then they wouldn’t credit the £10 goodwill payment! I pointed out that the goodwill payment was not going to solve my complaint about the poor customer service but was told they were my two options. I said I would wait to speak to the manager who I don’t believe will actually call as nobody has for the past week despite my emails, phone calls and online form completion. It’s made me very frustrated. My local supermarkets do not have these pods in stock for this particular machine so I would have to drive to the nearest Nespresso store which is 30 minutes drive either way and then pay again as Nespresso are refusing to cancel the order and reimburse me. I have no coffee pods left, I had my dog put to sleep yesterday and a currently helping to look after my terminally ill parent. I could do with a decent cup of coffee! I have had to buy a jar of instant coffee as I have been getting caffeine withdrawal migraines for the past few days. I have been lied to by customer services on several occasions regarding this and feel they don’t care
Suggested solution:
Refund, apology and cancel subscription
