Nespresso Boutique Highpoint

Terrible terrible customer service. Nespresso is a premium product but the method of shopping is incredibly frustrating. What should be a simple purchase of pods always ends up with having to wait for a member of staff and then them jumping between their till and the automatic payment machines because the machine doesn't recognise the correct coffee and then doesn't recognise membership details. I am going to revert to ordering online. Was there yesterday afternoon (Highpoint) and there were at least 5 people in front of me with similar purchase issues.

Love love love this store. The service is fantastic, and the new layout of the store is so chić. It's easy to find what you want coffee pod wise and the staff are great at helping with a new machine if you're looking for one.
Maddie was our service professional tonight, and she was great with recommending a new coffee for hubby and making a few for us to try. I can't speak highly enough about this store and the wonderful staff there.

BUYER BEWARE! Do NOT buy the vertuo next! Read the reviews! They all break in less than a year! It’ll flash orange and never work again! 8 months old and it’s absolutely broken. Nespresso will refuse to refund you and their process for “fixing” the machine is impossible, especially if you have a job and cannot get to the post office to mail it to them (at your own expense). You can’t take it to a boutique either.

They will make excuses, and refuse to help you…not to mention hang up on you multiple times. I wasn’t even being mean or aggressive or rude…this Melissa I spoke to just didn’t want to deal with it. Wish I could do that at my job! But I’d be fired in a heartbeat.

Can’t speak for their other products, but just read the vertuo next reviews…. It’ll tell you all you need to know.

New service is a joke. No customer service at all. You may as well have no staff in the store.

Made to feel like I was the most difficult person in the world because I didn’t have an account or know the details of the person I was buying the coffee for, I just wanted to walk in and pay for some sleeves of coffee and walk back out, the new layout/style was not needed. I then finally got to paying without having to have an account and was asked cash or card and I said cash to be hit with. “of course it’s cash”. Again like I was being difficult… how hard is it to just walk into a store grab what you need pay with cash and leave. Never again.

Was lost in their store since the renos as now it’s all self serve, from picking your pods to paying. It took me 5min to get assistance from a staff member I just stood at the front and no one acknowledged or noticed me to assist. (Cause too many people floating around)
Finally as one of the staff members was showing me around (and he really tried hard to make the experience better) and telling me the process he asked isn’t this a better experience than waiting in line. Uhmmm NO…. You had to manoeuvre around people to select pods and place them in your bag.people scattered everywhere. It was difficult to move around the store.
You now need a card or your phone via the app to start the payment.
I can see people waiting for their turn to use the self serve checkout. So now what’s the difference in waiting in line from the start to get served via counter service. The difference. Less staff

Not a bad experience, but one does wonder about the lack of effort by staff to provide information about 'offers' to customers.eg. I happened to ask at the end of my transaction if there were any special offers at present. To which the service attendant replied, "Yes, if you purchase 10 sleeves, you receive a sleeve of Ristretto free". Having just completed a transaction where I purchased 11 sleeves, I communicated that evidently I had qualified for the offer.
A better business approach would be for staff to be instructed to provide such information unsolicited, even as an incentive. Loyal customers appreciate rewards, but don't appreciate them being kept secret, lest you fail to enquire first.

Purchased several sleeves of virtua capsules at highpoint west store, was very disappointed to discover when I got home that the use by date was only a matter of weeks away. These capsule belong in a NQR or reject store and not for sale to public. Check dates you will be surprised at what you find.

Well I visited this store yesterday and was served by the sweetest girl ever, Nancy. I explained to her that I wasn’t a big fan of coffee and I tasted the samples I received and was horrified with the flavour. She listened to me as I explained and asked me a number of questions. After this we sat done and she made me a tasting coffee, according to our chat. It was perfect, exactly what I liked. This girl invested so much time and effort and I only bought 2 sleeves. The initial coffee sample from the box made me so scared to have another try of the samples! I got the girls name so when I go back to purchase my large haul, that I go back to her and purchase. Such a lovely girl and nice experience, will definitely be back to this store thanks to Nancy!

After standing in the queue for 15 mins with 3 staff working and only one actually serving customers, the others filling the displays pretty dissapointing that they don't want to sell the products. I have normally had good service here and in the city. Won't bother coming here again

Absolutely no help! We tried phoning your Highpoint boutique but all we got was a deafening silence. No response.
What a shame, we will now be looking at another option.

I was not allowed to enter the store today as I am only partially vaccinated. I was advised to physically come in to the store, needed to be fully vaxxed because people can sit and drink coffee. I only wanted pick up capsules. Very disappointed. Rules are inconsistent.

My partner and I rushed to get to the store. We got there at 5: 45 on a Thursday, 15 minutes before closing time. But we were turned away because the staff needed to close early.there was a lady that drove all the way from werribee and she wasn't serviced. We still had 15 minutes left but staff needed to leave. Prices aren't cheap. The least they could do is provide good customer service. Really disappointed.

Problem 1 -
Ordered 160 pods for click and collect for Highpoint store and was provided with a free gift which i was happy to receive however was unable to proceed because the store had no free gift in store. I was asked to unselect the free gift to proceed but this was not allowed (website error) therefore could not utilise the pick up and collect.
Problem 2 -
Went to the store to see if i could just purchase there however was told it was click and collect only which i understood. I told the store about the issue and they said they had more than enough free gifts so i needed to call the hotline. The store assistant was not interested in helping (Sunday 03/10/21 at 1pm)
Problem 3 -
I called the hotline and they tell me that Highpoint store has no stock for the free gift. I told them i was standing outside the store speaking to the store assistant and they do. I asked if she could contact people who need to know that it's wrong on their system which she said she could not do. Her response was try 1 hour later and it might work. I asked is it because you'll tell someone it's broken and she said she couldn't tell anyone. My response to her was how does it fix itself if no one is telling her it's broken?
Problem 4 -
Went online, helped my dad to order the pods for him. Put the order in for home deliver and noticed home deliver does not get the free gift.
Problem 5 -
Spent 10 minutes trying to find the chat box online and it keeps pointing to FAQ. There is no chat box
Problem 6 -
There is no e-mail address online that I can send a complaint to therefore i'm forced to write it here instead.
Problem 7 -
Received the order today and it only came with 130 pods instead of the 180 i ordered (160 paid for and 20 bonus).
Problem 8 -
Dad lodged a complaint with staff on 04/10 and they said they would lodge the complaint for my dad. When asked how long will it take for someone to respond back or acknowledged the complaint they had no response. I'm pretty sure that the complaint was never lodged.

Nespresso, this is very disappointing on multiple ends and i'm happy to take down this review but that's after someone contact me to solve all the issues raised above.

Refused entry because I was not double vaccinated. I told the lady at front door that I am having my second shot tomorrow and do not have to be double vaccinated to walk into retail store. She said we are hospitality. How is nesspresso boutique falls under hospitality? You make your own rules. Very disappointed. Plus I don't have to show you proof of anything. Very rude.

I ordered coffe capsules three weeks a go, but I have not received them, yet. There is no one to help.

Tiny little kiosk.not a proper store like emporium.feels like takeaway shop. Get your capsules and get out. Shocker

Just visit the shop today at 4: 45 and the girl standing outside was extremely rude in the way she asked me to check in and if u are fully vaccinated. You must make sure your staff are well trained before they get in touch with customers. If this shop has a good management you should read your customers’ complaints and take an action about this lady. Definitely will never visit this shop and enjoy with lossing customers.

Great customer service. Friendly staff and also very knowledgeable. I was looking for a coffee pod (Rosabaya) from a few years ago but found out it had been replaced by a different pod (Columbia). They told me honestly it wasn’t the same and was missing the fruity bite the previous pod had. They Offered for me to try the replacement.

Service was quick and staff were very friendly and helpful. Nespresso stores never disappoint me. I was offered a fee coffee but declined as I only recently had one. This place at Highpoint is definitely a better option than going to the CBD in Melbourne.