Nespresso Boutique

My experience in this store today was just awful.

The Caucasian male employee with long red nails was incredibly rude and was whispering to other employees about customers and then sneering at customers. Wild behaviour.

The more heavyset Caucasian female employee was giving dirty looks to customers.

The vibe in this store is palpably toxic. I feel bad for the south Asian women that work at this store.

We always have the best time visiting the store thanks to the manager, and staff and excellent customer experience that always surpasses expectations. On parental leave and it's always nice to be welcomed and treated to a featured coffee. We always stop here first and stock up when we walk the mall. Thanks again for making our day! We love our friendly neighborhood Waterloo Nespresso!

Anna was so nice and helpful! Had such a good experience today & left with new things to try & a gift for someone truly an excellent fantastic person

Really nice and professional staff (ANNA really good). Making everything clear about their product. If you are a coffee lover the best place to buy espresso machines.

I come here a lot and love the coffee and my vertuo machine. The one worker (I believe she said her name was Morgan) has helped me several times before and I love to see her. She always tries to find a new coffee for me to try which I really like. Some of the other sales people here are very pushy but I think they must be trained that way?

Also, the line is usually long but I don’t mind waiting when I know I’m getting a coffee and a more personal shopping experience. Again, big thanks to Morgan for always putting a smile on my face and caffeine in my veins! ️

Today I went in to the store because I needed to clean my machine. Not only did this wonderful person let me know what model I have. She gave very detail instructions on how to go about doing it. She was so helpful. She also gave the number I need to call for further assistance. This woman made my day. Her name is Sydney and she was awesome. Thank you Sydney for you amazing customer service.

Poor customer service. I have no choice to go here as this is only store in town. Dont even bother to raise up to management. The manager lady will ruin the whole experience with rude attitude. Go shop online

Poor store management. Two people at the cash and four people restocking (running from the back to the front constantly) while there is a long line up out the store front. I had an online order and waited in that line for the "welcome manager" but was never served for 20 minutes. I decided to hop in the regular line with everyone else and waited another 10 minutes. When it was finally my turn, I stepped up to the cash and showed them my online order. A short woman with curly hair immediately rushed from the back when hearing this and condescendingly scolded me out of the store abruptly. She told me to wait outside the store where I was initially standing while she got my order. When she returned, she decided to scold me again loudly for not being there the whole time. Honestly, I'm confused by the whole interaction and don't understand why I was yelled at after waiting so long. I only spoke twice, to give my last name and to answer when I was asked how long I was waiting. Really turned off by the experience. Won't be returning, I'd rather take the drive to Burlington (the next closest Nespresso boutique) before going back.

4 stars only because the beginning of my trip was quiet and awkward but was then helped by a young gentleman. I would rate him 5 stars but due to the lack of customer service in the beginning by the female employee, I am rating a 4. It's a small store, maybe next time prioritize customers.

They are so kind. I waited about 15 minutes, but i bought many capsules and received cups of gifts and one bag. I will visite again. I hope that I wii meet same server again.nespresso is love.

Rafael gave us amazing customer service and the prices are great. That's why the mall location is our go to store!

Rafael gave us amazing customer service and the prices are great. That's why the mall location is our go to store!

There’s like 5 workers standing around doing nothing but only 2 customers are allowed inside the store after all restrictions and mandates have lifted? Way easier to order online wouldn’t bother

Highly recommend doing mail orders, the staff here are terrible, the customer service is awful, and they are so stuck up.

Confused as to why they still have a 2-person capacity even with mask mandates lifted? I was in earlier this week so maybe that has changed now. Either way - I got into the store eventually and they were lovely! Super knowledgeable on the coffees and made great recommendations for new blends. She even helped provide recommendations of new recipes to try with my pods (ps. I have tried them and I am in love!). Thanks to Morgan for her patience and expert advice:)

What is the point of ordering ahead of time if there is no employee to help with the pick up orders vs the regular queue outside the store? The customer service here is so slow, and you end up waiting in line for at least 30 minutes just to pick up your order. Disappointing.

Absolutely TERRIBLE location. As a customer, you buy online, and pick-up in store to save the shipping chargers and emissions. Since they don't have a separate line for BOPIS customers, you have to stand in line for 15-45 minutes for them to hand you that $150 bag of coffee you've already paid for.

It's the WORST retail experience.

I LOVE nespresso coffee, but it's not worth having to deal with this boutique.

While there was a large line out side the store, due to covid restrictions, we were served at a reasonable time. The staff member we spoke to was very knowledgeable and answered all our questions. She grabbed the pods we wanted and paid while in line, we didn't get into the store but honestly there was no need.

One of the most horrible customer service experiences I have had. The Virtuo Next I bought didn't brew hot coffee. Spent 5 hours on the phone trying to explain the situation to an agent. Unfortunately, since most of these agents are based abroad they lack basic training and manners on how to deal with customers. They argued that it was my fault somehow that the coffee wasn't hot enough for me. I was given the run around by three agents and even after I thought there was a resolution it was back to square one when I found that they had not sent me the return labels yet. ABYSMAL service. Do yourself a favour and buy either from a different company altogether like Keurig or get it from Walmart.

Absolutely abysmal service.first they hold a coffee machine promotion but then cancel in store pod pick ups for some reason to force ordering online from a different province.it took 3 days for them to process my order on top of that my package was misrouted so it will take 10+ days to get my order

Poor line management, I understand they only allow 2 patrons in the store but while the line grows outside while some people make up their minds instead of helping those line who know what they want to move the line along, time is being wasted.

Store takes forever to enter, only allowing two people inside with one cashier working. + Customer service though

Brutal
Store location does not match mall hours and lines long with slow service
Not worth having machine as you have to battle to get any pods

Amazing customer service at this location!
Specifically staff member Jared, who provided excellent service! Thank you!

Worst service from the manager herself this evening. Rude and didn’t seem to know what she was doing. Super argumentative even though I had my receipt in hand and unopened merchandise. Tried to force me to take store credit because they didn’t know how to process a PayPal return.

The queue time I went to this store several days ago was ok. I was about to purchase a coffee machine, but the staff assisted me was so unprofessional. He didnt provide enough details of the machine. Instead, I had to keep asking him questions and made myself annoying. Plus, the staff told me the promotion credit I got would never expire. However, the credit would actually expire within one year. Wrong information. Should get enough training before assisting a customer. Had better choose another location.

Purchased a Vertuo next Nespresso machine from this boutique apparently they never registered my purchase properly in their system so there is no computer trail of my purchase…. My machine has since stopped working so since the hostess at this boutique did not put my purchase into the system properly they are not honouring that I should receive a free replacement machine… even though I have purchased $70 worth of coffee every month for the last 10 months… their negligence my loss.bad customer service.

Getting service at this store takes FOREVER. The line is so slow (even though it is not that long). It took us 40 min to get a coffee order and we came prepared with a list of pods we wanted (only 4 sleeves). They need a better system. I get that covid restrictions limit how many people they have in store, but they have 5 employees to run two tills… they should be taking orders in line and prepping them for check out before you get in the store. The only reason I am giving them two stars is because the man who helped me at till was very friendly. They need a better system. I personally saw them lose 4 customers during my wait…

Sooooo slooooooowwww. If you have half an hour to forty five minutes of your life that you don't care about, this is the place for you. The people are very helpful and friendly, but I don't know that I've ever waited as long anywhere else ever. I've been three times now and each time has been between 30-45 min wait to get in.

Nice little Christmas boutique. Every year we get an ornament that depicts something important from the last year. They had a good price and the personalization was very nicely done.

Good morning with my Nespresso coffee! Love my Ethiopia coffee early morning with lactose free cream!

Shoutout to Raphael who helped me selecting the coffee pods. Finally a better person at the Nespresso Boutique

It takes a century to get the coffee you want in this store. The system they have developed to purchase products is so time consuming (you need an account, always a line as they get the pods for you). No sampling anymore due to COVID restrictions, and if you purchase coffee pods you've never tried before and don't like them I don't think you can return them (regardless of COVID situation). Also, the last two times I gave gone to the store they have been out of the coffee I am looking for. I have purchased online several times to avoid the store - but shipping also takes between 1-2 weeks. I love the coffee and the machine, but the purchasing system needs to be revamped.

Always great to go in and grab what you need vs waiting for the app store to deliver 1-2 weeks. Also when you go in there based on your purchase history they usually recommend other types that you havent necessarily tried yet and I love that. Have had some great coffee experiences there and staff is knowledgeable. Sometimes the line up can be a little annoying (prior to COVID) but other than that, great clean store and always nice of them to offer you to try one of the coffees you are looking to purchase!

Received a Nespresso machine for Christmas and within one week it broke, my roomate and I called Nespresso's customer service line to explain the issue and we spoke with Bassim who was extremely patient, kind and understanding. He stayed on the phone with us for 45 minutes walking us through the descaling process and when nothing was working he arranged for Nespresso to send us a new machine. I think every customer service employee should be like Bassim! Made a stressful and uncertain situation so easy! Thank you Bassim!

Created an online order for curbside pick up. Instructions came order was ready for pick up. Upon arrival called store and was advised employee was bringing the order to curbside location D. Was told it would be out shortly. Waited over 20 minutes and called back to see if they were lost. Advised again I’m still here. 10 minutes later finally the item came curb side. Following instructions still took half hour waiting in the cold.

Hi, until recently I was a happy nespresso customer for years.
My Verto plus machine broke after 5 months of use. I called nespresso.and was told a loaner machine would be sent out so mine could be repaired and would arrive in 2 or 3 days.
A week later I called back, was told machine was delayed but had been shipped.
A week later I called back and was told they were behind on loaners and it would be shipped soon.
I had enough and asked for a return label for all my coffee. Coffee returned, now told the refund will take up to 30 days (give me a break)
The next day a loaner machine arrives, I laughed until I opened the box. The box reeks of coffee, the machine is dirty and not cleaned. So now I have a loaner machine that someone else has used and am absolutely sickened!
The premium price for nespresso is not worth the sub-standard service and support.

It was really busy but I understand with it being boxing week. I received a Nespresso machine for Christmas and being new to the whole experience the customer service representative was very helpful and patient with me! Very happy with my purchase! I am also happy with the free clear mugs I received with my purchase

We walked in with the intention to purchase 2 machine, one for ourselves and 1 for my parents.
When we walked in there were 3 employees, 2 female and 1 male.
Both females were giggling near the register and all 3 employees ignored us. We were not greeted at all. Not even a simple 'hi'.
We divided to go look at the machines and eventually the male asked us if we had some questions. He seemed extremely displeased and annoyed. The 2 females continuously stood back giggling at whatever they were discussing. Highly unprofessional and we felt unwelcome! It was such an awkward situation.
We asked to try some coffee samples and when we're were choosing, all 3 of them didn't even return to us to ask if we had chosen. It was such an awkward situation with us standing there trying to draw their attention while the 3 of them were chatting and they clearly saw we were done.
We had to ask multiple times for the employee to help us. Eventually we left because I'm not because I guess they don't really care about sales. Won't be buying any Nespresso anywhere. Employees really reflect the company standards.

I was completely ignored. There were 3 costumers, including myself and 4 sales people. Mind-boggling! I'd give zero stars if I could.

Greate customer service, stand by there product, free coffee and experience was awesome. Highly recommend visiting for anyone looking for the best 1 button coffee system.