Nespresso Boutique

Went to restock on my capsules - most of the staff were friendly but when I went upstairs to order the capsules, the individual that took my order was very rude and unfriendly overall weird and hostile - maybe it’s worth ordering my capsules online despite the delivery fee. ️

The staff is rude and arrogant. I don’t advise you to visit this store, because here you will spoil the mood. A big bearded man with glasses at the door Communicating like he’s bulldog

Horrible experience. Told to wait at the bottom of the stairs with no explanation by a rude young lady. To then, 10 minutes later told to go up stairs to order your coffee, to then have to go back downstairs to see that first rude employee to pick up your coffee. Please explain to me why I have to go through all of this process?

I will find an other location to buy my coffee.

Nice location, nicely decorated, warm ambience. However, the staffs are more french then actual people living in France! No matter how many times I ask or answer in English, the staffs would reply in French. Their career would flourish more working in an immersion French school instead of a coffee store in Downtown Montreal. The barista dude upstair was rude, and some staffs were dazed and confused.

I went to the shop to order some capsules with my husband on a Saturday afternoon after our light lunch. The store was a bit busy, but we were asked to go to the second floor to order our capsules. While waiting upstair, I was approached by a barista from the free sampling station and he asked how he could help. After I verbally gave my list of capsule order then he answered me that someone else will take my order later. I was confused and asked him then why he offered to help when he definitely was no help and wasted my time? ! That is when he went on aggressive tone and raised his voice and told me he wasn't wasting my time as no one was available to take my capsule order anyway? !? ! He just wanted to offer me a coffee if I wanted one (he never asked if I wanna sample any coffee.) As my husband asked him to speak in English because my husband can't speak French, this barista was switching from free coffee sampling to us blocking the staircase (which we were 3 m away) and it was an important matter of security!

Fast forward after the hostile confrontation with the barista who insisted that he didn't waste my time by simply distracting me with his rude and aggressive tactics or saving my life from falling off the staircase, I finally ordered my coffee capsules and went back to the ground floor to pick up the capsules. At the last minute, my husband asked for 1 more recycle bag, and we waited a good 5 minutes before the clerk realized that we wanted 1 more recycle bag, not 1 more capsule sleeve? !? !

Next time, I will order online to avoid all these troubles.

Le service n est pas à la hauteur des autres boutiques du Canada. Le personnel est expéditif et familier.
Je conseille la Baie pour l achat de vos capsules

Very nice location that is well kept and organised. Very helpful staff that prepares your order quick and efficiently. I make all my orders online and pickup here. My order is always ready in couple of minutes from placing it. They take back your capsules for recycling as well.

I believe this store has to be reconsidered its personnel. Be more friendly and polite. I don't think I would try this or even Nespresso anymore.

UPDATE: After having a chat with coffee specialist (!) (However, I don't know the relation between the coffee specialist and customer service) they said sorry:)

We had a coffee here and this was disappointing. Extremely small for the value. Although taste wise was very nice.
The service person was also very aggressive. Anyways there r better places to have coffee.

The atmosphere was nice. I was served by Elizabeth. She was friendly, professional and very helpful. Prior to covid, I would go to the store but during the past two years, I have been ordering most of my coffee online. Based on my positive experience today, I will definitely be making more purchases in person.

Amazing customer service from Abla! I passed by this nespresso store yesterday and she took her time and explained to me in detail about the machines and capsules. She even made me taste coffees that she thought I would like. I loved the service she gave, it was really helpful. If you come to the nespresso at crescent street ask for her.

Going to the Nespresso boutique was one of the most infuriating, ridiculous, and absurd customer service experiences I have ever had. As the only customer in the WHOLE store, I STILL had to wait in a line at the bottom of a large staircase. All the while, employees were joking and chitchatting upstairs doing nothing. After 15 minutes, I am "invited" up. I won't go through the whole ordeal of ordering coffee from this place, it would be a waste of time. Save yourself the pain and order online.

Samedi dernier, je suis allé chercher des capsules à la succursale sur la rue Crescent à Montréal. La majorité de mes expériences dans cette succursale sont négatives. Temps d'attente trop long et surtout une gestion procédurale de l'accueil des clients. L'accueil des clients était déjà mauvais avant la pandémie mais la pandémie à légitimé l'accueil procédurale et psycho-rigide de cette succursale. Ils se la jouent solide! On se croirait dans un aéroport ou aux douanes! Samedi dernier, c'était la première journée de la levée des mesures sanitaires et du port du masque, et lorsque que je suis arrivé, on m'a demandé de me positionner sur une marque au sol pour respecter la distanciation sociale et j'ai entendu 20 minutes en ligne pour acheter du café car il recevait seulement 2 clients à la fois. C''est pas normal que mon expérience client dans cette succursale soir toujours aussi négative. Suite à cette visite, j'ai décidé que j'en avais assez de Nespresso. Je me suis acheté une nouvelle machine qui me permet de ne pas être dépendant de leurs produits.

I went to this branch to buy some coffee before I go back to the US today. The employee (I think his name was Adrian) who "helped us" was kind of rude. He asked us if we have an account to which we replied no, but he didn't tell us about the promotion to buy 10 sleeves and get a travel mug. When I reminded him that there must be a promotion for new customers, he said yes and showed us a menu but refused to give the menu to us, so we left.
I'm wondering why he works somewhere like this if he doesn't like to communicate with people and help clients to purchase coffee?
Well, I dont have to deal with rude employees who probably did not have proper training. Furthermore I can easily buy other brands (Lavazza, Illy etc) and avoid dealing with these people.

=

UPDATE: I went to another branch today and got the service that I was supposed to get. Also I got to see the menu in my hand (the menu below) without any problems.
I guess the Nespresso Boutique at Crescent has some sort of manager issues, otherwise their employees would know how to behave appropriately or at least they would face some sort of consequences for their rude behavior.
I won't buy anything from Nespresso boutique at Crescent and can't recommend it to anyone.

Rarely do I go to a boutique and get such exceptional service. I would in particular like to appreciate the barista, Hadrien, who welcomed me. He was very kind and knows his business well. He was able to guide me with the right type of machine and the coffee capsules according to my requirement. I really enjoy the suggestions, I will be a regular customer at this branch and highly recommend it to others. The whole staff is really polite and helpful.

Le service s'est grandement amélioré depuis ma dernière visite. Une armée de sourire pour vous servir. L'attente en bas des marches demeure particulière.

I had the best experience with Ryan, he did an amazing job explaining new flavours etc. Usually the staff aren’t as excited as he was.

I am stunned: it is impossible to determine the opening hours of this boutique for Christmas Eve Day. The website doesn’t have their holiday hours and it’s impossible to get an answer by calling the number where they tell me that it’s impossible to contact the store directly and I should consult the posted hours which obviously don’t take into account the holidays, i.e. Saying they’re open regular hours on Christmas. Really rethinking buying a gift for a company that can’t master basics like WHEN THE STORE IS OPEN. (45 mins on the phone by the way to be treated like my question is absurd.) I need to know because I’m coming into town on Christmas Eve and if I can’t make it, will have to ask someone else to go.

Service tres lent,
Seulement qqes personnes à la fois peuvent monter au 2e. Prévoyez une bonne demie-heure pour acheter des capsules dans cette boutique.

Café de qualité. Gens aimables. Nespresso offre vraiment une expérience client de qualité supérieure.

Perfect place for an Excellent Latte!
Must visit for Coffee lovers
Respectful and well informed staff

Felt not only safe from covid but employees are very well informed and will guide you through your needs! Great job

Apres plusieurs années, c est ma dernière fois dans ce magasin. Le petit jeune qui accueille les gens en bas pour une commande deja payée et confirmée a besoin de repasser en formation! Tres mal poli et ne devrait pas être a ce poste de travail mais un autre. Apres avoir donné la mauvaise commande je lui fait remarqué et après c’est devenu un champ de bataille de petit frustré! Et pour finir il m’exige deux pieces d’identité malgré tous les email sur mon telephone. Dommage mais plus jamais j’irais à ce magasin. Le livreur sera plus gentil!

Great service, great location, just a great experience. The also offer coffees to go which is great plus.

Aucun service à la clientèle! Machine briser depuis 2 semaine! Aucun rappel …. Aucun soucie des clients! Une vrai farce

I'm sorry that I ever bought the machine. They make wonderful coffee but if you are an avid coffee drinker, you end up spending a fortune on the capsules. Far more efficient to buy a proper espresso coffee machine, even though the initial cost may be higher. I'm also turned off by their customer service. If any issues arise, they certainly do not go out of their way to make the customer happy. I wanted information on a new capsule and I was shopping in person. The sale went through, we had a miscommunication, and the agent told me unapologetically, that they were very busy, and I needed try go over "there". When I protested, she called her"team leader" and he resolved the issue. But this is not the first time I have run into their lack of interest in making the customer happy.

I saw someone else here said that Nespresso didn’t give the full quantity of sleeves in their order and I kept that in mind when I passed by in store.

I ordered 9 sleeves and only got 8. I even took the time to check the content (outside the store) and thought it was right. I got home and realized I’m missing a sleeve.

I called customer service to get the missing item shipped.

Why can’t the person do the job properly the first time? I recommend to all customers who visit the Crescent location to dump their bag content before leaving to double check the order yourself.

I wouldn’t go in-store if my online orders came with the recycling bag.

Its always nice to visit Nespresso Boutique, I love the interior design.as well I brought my Nespresso machine with a great deal and last time I when I went there for buying capsules they offered a free new set to try it at home. Thank you very much Nespresso I loved it and its a great idea to offer such things during current situation.

Gros problème au service a la clientèle au téléphone. J’ai du appeler 4x, les 4 personnes m’ont donné des « solutions » différentes (3 qui n’étaient pas des solutions), 2 des personnes m’ont raccroché au nez. J’ai été débité 2x pour la meme commande, et on me dit que c’est de ma faute? Que je vais devoir m’occuper du retour de la 2e commande qui est exactement la même pcq le probleme est qu’elle est apparue deux fois a cause du site web déficient. Je ne me serais pas obstinée pour une commande de 50-100$ je me serais fait rembourser la deuxième sans problème, mais la on parle de 419,14$ qui m’a été débité 2x pour un total de -838,28$ sur mon compte… jamais on s’est excusé pour le problème du site, bref expérience nulle nulle nulle

The Arppegio, the purple one, is a really gorgeous coffee.
I love it as decaffeinated too.

I’m giving it a 3-star not because of the service inside the shop, the service is perfectly fine, but because of the lack of consideration by Nespresso’s Covid-19 service policy. This place must provide curbside pick-up when ordered in advance. Crescent is a very busy street and parking is severely scarce. However, one can always stop by in front of the shop for a pick-up, like I did today on a very busy Saturday evening and I did not hamper the ongoing traffic. I left my car, went in, pick-up and left. It took me 3 mins. I know The Bay offers curbside pick-up on City Councillors. This shop should too. Just find a way to do it. Thank you for the consideration you’ll give to this comment.

« L’expérience » Nespresso.moi j’aime pas.
Le service est vraiment trop lent toutes les fois que j’y vais.

Good we bought a machine and capsules which is super nice but a bit overdone with covid rules, we couldn't walk around and look without the sales associate following us which was annoying.

Insisted to greet me in French after clarification that English was my choice. I feel that there should be a warm transfer to the next stage of pickup so that the member purchasing doesn't feel so foreign after being greeted

Improvement is needed

I was told by the salesman that I will get 2 LARGE View coffee cups when I buy 200 capsules and I after I paid and went downstairs to pick the order up from there, They gave me SMALL ones!

You need more than 5 stars for this place to showing your satisfying about here.
I love to buy capsules for my Nespresso machine from here every two weeks, which is always a tasty cup of coffee and a whole bunch of new coffee and promotions

Terrible terrible service. Dropped off my machine at the crescent store on feb 22. Now march 9th. I cant even get a clear answer or what or where my machine is. Every time i call the main office they are not sure what is going on and cant help. Every time i call the crescent store, somehow the call gets dropped and they dont bother calling back. They even sent me a box to return my machine after having dropped it off just to show how confused and unorganized they are.dont spend the money, not worth it.

My new vertuo machine started leaking one month after it was purchased, I called Nespresso on Jan 7th and they told me the loaner machine will be sent within 3-5 business days, today is the 18th of January and nothing has arrived so I called again and there was no help whatsoever. The call Center guy told me he doesn’t see any tracking info due to some limitation in their systems and he has no idea when the machine will arrive. His tone was pretty sarcastic when he said “I am sorry you had to wait 8 business days”, he also gave me wrong info about Nespresso repair centre in Montreal located at this boutique - I drove there today through a snowstorm and guess what, the centre is closed until Tuesday! I spoke with a very nice girl at the store who went to see her supervisor who said “we can’t help, call back Nespresso”. I called back Nespresso and again I ran into the same guy who said all he can do is to send a follow up request and it would take 24-48 hours to get a response but he will be away next week so basically no one can keep me up to date! It’s been about 10 years if not more since I first joined Nespresso club in Moscow and kept using your products after moving to Canada but it’s never been as frustrating as it is now. Very poor service. One star is for the girls who handled my situation at the boutique and it’s not their fault, thank you for the croissant, otherwise I would have rated my experience at zero

The service here is THE BEST and consistent every time. It is a real pleasure to pick up one’s capsules here versus having them delivered!

They no longer have a counter service to order pods and you now have to wait to be served between people buying machines, accessories and pods. Staff was unpleasant and the wait was long. Strongly recommend ordering online or going to The Bay.

Also, we just got home and the order was completely wrong.

Nous avons utilisé le service de réparation pour notre machine à café (seule boutique à offrir ce service de réparation!) et nous sommes très satisfaits à date! Moins convaincu du réaménagement à l'étage de la boutique par contre, mais très bon service en général. Merci.

Bought hot chocolate to go and the guy was very nice, he made sure to get all new ingredients from the back and made it from fresh. On top of that, he made sure the hot chocolate was to my liking, very professional. Went today at around 3pm, thanks for the amazing service!

This review is for the store upstairs. The service is extremely slow and the sales people aren’t professional; they made a mistake with our order and charged us for something we didn’t want, and then took over 15 minutes for the return because neither the workers nor the manager knew how to work the computer system. Never going back there.

After waiting for about 30 minutes, we were told there were still people in front of us so we left. Ridiculous to have clients wait that long to buy coffee pods when someone is paid to open the store's door.

Comme toute les boutiques nespresso tres bonne presentation mais quasiment 2 fois plus cher qu'en France

Staff are very francophone but friendly.have been there 4 times because there was an issue with our order but everytime they served us with a big smile and hot coffee of our choice

Tout à changé.
Ils n offrent plus le côté salon.
Le café est servi dans des gobelets jetables et les serveurs ont changé en d autres très très désagréables.
Je n y retourner aux jamais.
Nespresso ce perdre de son originalité.
Je préfère commander en ligne. Et déguster chez moi.
DOMNAGE.
J AI FAIT UN LONG PARCOURS POUR Y DÉGUSTER UN CAFÉ MAIS. DÉCEPTION

Super magasin c'est toujours un plaisir d'y venir et de vivre l'expérience Nespresso surtout après le lifting du côté magasin

Je déteste encore plus qu'avant le nouveau concept. Les personnes au service doivent aller chercher votre commande à l'autre bout du magasin, c'est une perte de temps. Les changements n'améliorent pas l'expérience client. Au contraire pour ma part. Je vais commander en ligne plutôt que d'y aller.

One word. "Snobs". I don't know how the employees are picked but the experience is very snobbish. You feel like they are doing you a favor by taking your order or when you ask a question. This is not the first time. They are not friendly or approachable.

Nouvelle boutique plus chaleureuse et conviviale que la précédente. Une réussite et une expérience client agréable.

The food was indeed amazing. However the service was not top notch. Maybe they need some training of how to treat customers and respond to their need.
Thank you

Nouveau concept sans comptoir.début difficile, mal organisé. Plusieurs conseillers libres sans s’occuper des clients. Dommage.

We went in yesterday and want to thank Fabrice for a really top class experience. He was extremely polite, professional, conscientious and a great representative of Nespresso. Thank you.