Margaret Jewell sent a message to JeanMarc Duvoisin that said:
I would like to say in advance that I realize it may seem somewhat extreme to email the CEO regarding a small $140 order. That said, I have always raved about Nespresso and their wonderful customer service (which is so rare in the U.S. today) . Unfortunately, that has changed with my most recent experience with Nespresso. I thought that you should know since both customer service interactions have been horrible compared to what my friends, family and collegues have grown to expect from Nespresso.
I placed an order on Sunday, Sept 20th. Within seconds of pushing "submit order", I realized the wrong ship address was on there. I quickly called the customer care number and they told me that the order was not even in the system yet. It takes about 20 minutes. I was then told me no to worry, they would change it to the invoice address (my new home address). They even went so far to tell me that it would not ship out that day anyway as it was Sunday, and the order would not go out until Monday.
Today, Friday September 25th, I wondered why I had not received the order. I checked online and saw that it was delivered to the old address and in the system nothing had ever changed. This was despite what I was told on the phone.
I called customer care again and spoke to Lashaelle (spelling may be incorrect and she would not give me her last name). She looked into the issue and said that indeed it was shipped to the wrong address. After putting me on hold for about 3-5 minutes to speak to someone, she came back and said that as a "Customer service" (that is funny) , they would try to track the order. If the UPS delivery guy could find the box they would be more than happy to credit me the $140, and then would reissue me my order. I asked what would happen if they could not find the box (sitting outside of an apartment in a city of millions in Los Angeles). Would I just be out of luck and not get the credit? Her answer was "yes". I suspect that this what she was authorized to do. Nothing more.
I realize that I pushed the submit order button too early, but I caught it. I would have canceled the transaction with my credit card company had it not been for the Nespresso customer service people telling me that it would all be sorted out. And when it was not executed correctly, there was another customer service failure of doing nothing to correct the misleading information I was given. In the end, I was treated poorly for my mistake even though I caught it before it shipped and told by Nespresso not to worry.
I realize that you have many more important things to do than read individual complaints, but I felt it was important for you to know that you have lost a customer because of this. I am taking the time to write this to you as many others will not.
Regards,
Peggi Jewell
