I gave these guys a five-star before for customer service because of the gentleman who was helping me and his name was Mehdi. He was the customer service manager and he was very good. I went there today to get coffee after my 3 months coffee run and the service was very bad I was not very impressed because the gentleman who was helping me he's no longer at that location and he got moved up to a different location in manager position of the store I was very disappointed at the customer service that I got and will not go back there to this location ever again I will not recommend this place because the customer service is not what used to be I'm very disappointed and I hope the management fix this problem. The people who work at this location do not care about customer service and they're very rude

Just left. No wonder we don't come to this location. Although they had a plenty of staff, you can't even walk around freely otherwise you not are going to be served. No one asks if they can help you. Getting our pods somewhere else. Experiences like this makes us consider with continuing with Nespresso products. Even after 3 machines (considering a 4th one) and years of pod purchases (averaging 4 a day).

Really enjoyed the experience at the store while buying the pods. Everyone was welcoming plus the girl with green locks attending us super amazingly! (i apologize for not remembering your name but thanks for being so helpful!)

This store is in good location but their staff are terrible. NO CUSTOMER SERVICE at all, they’re just after the sales. 👎👎👎 It was our first time buying Nespresso & was so excited, expecting that the people here will give us a warm welcome & give time & explain to us the differences of each one since we told them that we are new to this machines but yeah I think they are SOOOOOOOO BUSY & just pay attention to customers who’s dresses nicely and looks rich. Lol. I rather buy online next time.

I would give no stars! We have been Nespresso’s loyal customer for over 10 years, but the new coffee machine that we bought from Nespresso was faulty and was nothing like the old ones that we had. I had to return it after a few use. After talking to a Nespresso customer service agent, we went to this store to return the machine. The manager on duty was rude, not helpful and gave me and my family hard time while we had already talked to the customer service and they left a note on my account that the faulty coffee machine was returnable, but she refused to help us and raised her voice on us and didn’t have respectful and proper attitude to us. We went to a different Nespresso store and they helped us respectfully in a professional and great manner. I won’t get back to this store, where I’m not treated well.

The store/ boutique is nice and I appreciate that there is recycling box available. I have had no issue with my Nespresso itself. However, customer service at this location was just unacceptable today. I've been in the store couple of times now - and have had decent help from SA so far. The SA today was utterly uninterested in working at all, would not help with selection of pods, rolled her eyes several times, did not tell me the total price of the items until I asked her with roll of her eyes, and just handed me the items and walked away after I paid. I have worked in the service industry previously and I cannot fathom being that rude to anyone I come across in life - let alone a paying customer.

Excellent coffee! Great service, no long wait in line, even if store is busy. Always enough staff! friendly and professional. Neat place. You will find all kinds of flavours and some times limited edition flavours!

Family member bought $100 worth of coffee only a day ago. Just to have the machine break down. So she decided to return the completely unopened coffee untill her new machine can be ordered. The store absolutely refused to return the coffee sating it is a new store policy. Turns out the warranty is no good as the machine is barely over a year old and the computer died which doesn't speak well of the quality. The return policy is terrible. So I have talked her into getting a new Keurig instead.

This is a nice new design store. There are lots of "pods" to order the coffee at with all the selections laid out under acrylic for ease of remembering the many different coffee types. After you order and pay. You can sit at one of the many counters and your order is brought to you with a coffee if you like. Very quick efficient and fast. Nice store.

If you are a big fan of coffee here should be your favorite place. They have 2 lines of coffee machine, original and Vertuo. If you want bigger size of coffee like 230ml or even more the Vertuo should be your choice. The people who work there are very welcome and they are giving you free sample to taste and find the right intensity for yourself.

First and last time visit. Being treated terribly by an arrogant blonde hair SA - she presented rude attitude when I asked for pods' flavours, then entirely ignored me after. I had to ask another SA's help for purchasing. Seriously, the store manager should really look for someone who at least wants to work there.

I went to Nespresso Metrotown today and had great service, It wasn't busy and the customer service staff said hi when I was in the line, one of the ladies and a gentleman helped me out with my purchase of some decaf capsules! They talked to me about their iced lime capsule I can't remember the name, and I was given my order is beautiful floral bags and before I left I was given a recipe card with iced summer drink recipes on it!! Thank you so much Nespresso Metrotown for the great help as usual!!

Santiago was really helpful and provided good and quick customer service.

Hernan answered all our questions and made our experience very enjoyable! Very excited to try the coffee he recommended. He was very knowledgeable and service was awesome. Thanks again!!

Not sure why some reviews were poor but in my experience, I always received good service there. I came to the store today with the issue of my machine, and after speaking with the team there, including Supervisor and Store Manager, we were able to find a suitable solution. Shoutouts to Scott and Kunal, who were very understanding, respectful, and customer-centric during my visit there. I really appreciated their service and will come back to this store again for more shopping. Thank you!

Kudos to Ali and Kunal! They should be your go to representatives if you care about the customer service. Went to the boutique today for my monthly coffee run and while paying for the sleeves I got, I randomly remembered that I never got the $30 coffee credit that I was supposed to get when I purchased the machine last year (was a promotion at that time) so I asked Kunal about it. Kunal started helping me to find solutions to that but it wasn’t a big deal to me and the boutique was starting to get busy so I told him not to worry about it but Kunal and Ali made sure that they still take care of their customer and gave me 3 sleeves at no charge which made my day! Thanks for being amazing guys!

This store is amazing. Speaking of nespresso as a whole first. I have stopped going to Starbucks or Tim hortons. Not only are their coffees free of mycotoxins and molds unlike Starbucks and tims but also they are well roasted and inspected. The atmosphere is great here. Service staffs are very friendly. And also you can get free coffee to try and buy the best flavour you want.

I wish to express my dissatisfaction with the Vertuo Next coffee machine that I purchased from Metrotown outlet. I bought the machine with high expectations, but unfortunately, it has been nothing but a source of frustration for me. But how Nespresso is scammed people. 100s of people selling faulty & brand-new machine on Marketplace. Because people are not happy. Call Center is horrible. On the day of purchase, the machine started leaking, and I immediately contacted your customer service for assistance. I was advised to send the machine for repair, which I did twice, but to my surprise, the machine was returned to me without any proper repair. The coffee output was never satisfactory, and the machine continued to leak, causing inconvenience and wastage of coffee. Now that the warranty period has ended, the machine is leaking again, and I am left with no option but to discard it. Your customer service representatives have advised me to purchase a new machine, which is not acceptable. It is unfair that I am being asked to pay for a new machine when the fault lies with your product. Furthermore, I am extremely disappointed with your use of the word "rebate" when referring to the purchase of a new machine. It appears to be a scam to lure customers into buying another machine when the problem is with the product itself. A rebate is type of refund or discount offered to customers? I am being offered to pay Vertuo Next $229+ taxes and $100 will be rebated whereas you guys selling same machine for $129. That's pure scam. If buy any other low price machine I get $49 rebate. Basically its force purchase even though the market price is low of that product. This is poor marketing and after service. In short, if there is problem in machine after 1 year I need to trash the machine and I loose money. I am extremely dissatisfied with the product and the service that I have received from Nespresso. As a consumer, I feel cheated and misled. I am therefore filing a complaint in the consumer forum against Nespresso for misleading marketing and for not providing satisfactory customer service.I am writing and a blog as well as publishing in local newspaper and even in social media. I hope you take my complaint seriously and take appropriate action to address the issues I have raised.

I will never be shopping at this location again. The staff member (male with a beard) was extremely rude and condescending. I may I don’t dress like your “regular” customer but after waiting 10 mins to be helped as he pretended to be busy around me finally helped me with straight attitude. After spending $60 on coffee I asked if there were samples and was responded with a quick no. Mean while I look over and they are handing coffees out and people drinking them at the bar. I felt disgusted by his behaviour and would have returned my purchase but I never want to step foot in there again.

Great coffee. Fairly reprehensible service on all 3 occasions. This place could benefit hugely from becoming a self-serve vending machine. But Ill say again, great product!

When I went to the store to exchange some coffee, a gentleman who was the supervisor (if I'm not mistaken, Modi) came and helped me, and while exchanging coffees, he also mentioned some interesting facts about the differences between Arabica and Robusta beans. He educated us very well on coffee.

Appreciate all the unrushed assistance from Andrea. Definitely a class apart and an extra mile on behalf of myself. Thank you for the exemplary customer service.

Great service by a young staff "Shu" if I remembered his name correctly. He answered all my questions in details and served me a great cup of coffee. He explained the coffee in details. Very impressive service, for sure will come back again.

Terrible experience at the Nespresso store today. This is my first time writing a review and only because I’m shocked by the rude customer service. My family and I went into the store to buy a couple sleeves of pods. We asked one of the employees questions about the flavours as we had purchased our first ever machine last week. She was very rude and you could tell that she did not want to be there. She made us feel like we were asking stupid questions and didn’t even answer the question. We immediately said okay thanks and walked out. Do Nespresso employees not get training on how to provide customer service? Why do they all look like they hate their lives? So disappointed.

The staff here are always so attentive and helpful with my needs every time . There very knowledgeable on the coffees as well as the machines. I always feel so happy when I get the chance to go into this location

You go u get coffe, the service is just fine to bad they dont offer coffe as they used to, I think we can get back to normal But overall allways a good exp visiting They should open up one in the tricity area !!

I went there two years ago for the last time and never will I be ever shop from this company and specifically this store again. I remember that I wrote a review here before and complained that the staff didn’t paid enough attention while I was visiting their store. Next time when I went to the shop,to get some coffe,Scott,Their manager,That’s right,the big tall guy wearing glasses ,Confronted me and yelling at me to remove my review or I wouldn’t be welcomed in their store anymore in an indirect way. I was afraid of my safety and so I did just that! But I am no longer visiting that horrible business of theirs. Please stay away from Scott and specially this location if you like to feel safe.

I visit this Nespresso every week to stock up on my favourite pods. I've always liked the customer service and quick in store shopping process. I really recommend trying their seasonal coffee's they are the best!

i don't wanna waste my time on reviewing some stupid services, but this purchase made me so upset that when i looked at the coffee machine, it reminds me of how terrible the staff responded to my request of help, with no smile, no patient, the way they avoiding eye contact with me, the long face of longing to be off duty, and I still have to pay my money with this kind of service because I need the machine right away! it just disgusts me! If this is how this company going to offer service, then you know you won't last long, there are so many great brands out there, why would i come back?? And im not new, I already have one machine at home, this is my second purchase but I'm just DISAPPOINTED.

I love their coffee. This is a great and convenient location. The staff are extremely helpful and very knowledgeable.

Bought a refill from Kunal, first everything is ok. I ask for a large recycled bags, he forgot and when I ask again he has this tone of voice while telling me about 2 different bags, I just told him I needed a large recycled bags. He got annoyed when I didn’t want to hear the 2 different bags and throw the bags inside the paper bags and slammed the drawer.

Really nice and big store. The way Nespresso organizes their stores is odd and makes for a long wait (for coffee pick up). The sales people aren't pushy which is nice.

I've been to this location twice, and both times there's been this one girl who ignores us and makes us wait until someone else is available to help. Everyone else is busy, and she deliberately makes eye contact, looks away, then runs off to who knows where! We were waiting for like 10 minutes until someone finally helped us. It feels like she's ignoring us on purpose. We did get what we needed, and the person who helped us was great, but even they looked annoyed about it. I'll stick to shopping online from now on.

The Gentleman working there wanted to give me a gift as a loyal customer and told me I will get 8 sleeves instead of 7 what I ordered. (surprise sleeve on any order of 5 Sleeves as I got an email also). But the other staff intentionally stopped him to give me an extra sleeve, I don't know why?

I went to nespresso Metrotown in the summer of 2022. While waiting in line, I observed an employee (beautiful Indian girl) being harassed by a racist customer. I was in such disbelief that not one single coworker or management stepped in to try to help their own. Everyone looked but continued to work as if nothing was happening. So I took matters into my own hands and stepped in. I was very upset that no one from this girl’s team stepped in. Do better guys.

Went to this store on the weekend for the first time and really liked it. They have so many options and the customer service is good. the store is very nice as well with the delicious ☕️ aroma!

Tried calling this boutique to ask some questions about their machines and coffees, but wasn't able to connect directly with them by phone. We took the risk and drove out from the Fraser Valley (50ish minutes). We spent less than 5 minutes in the store, as the employee couldn't answer our questions about the different Vurtuo coffees (I was hoping for something similar in taste to the Fortisso lungo of the original line) and we weren't allowed to try any samples (instead we were directed to your downtown location). Bring back the ability to try your coffee and bring back another 'pop up' further East. Not all your customers live close to Vancouver/Burnaby.

We walked into Metrotown location to replace our 2 year old Nespresso coffee machine for newer and quieter version. I felt many times whenever I visited this location the staff are somewhat weirdly snooty. I am the customer about to spend the money here but they seem to or act like this is the only coffee place in the world to buy. On top of that, I lined up to get inside and I checked out the the machines for 20 min and when I was ready to buy, a sales girl wants me to line up again by go outside and come back in to line up behind a last guy in the line up to get in. What the hell !?! I got totally turned off by her attitude, way she talk to me with no respect that I left without new coffee machine or coffee pods. I ended up order pods on line and bought Nespresso Machine somewhere else. I never went back to the Metrotown Nespresso ever since and that was 2 years ago around Christmas time. At that time I almost write complain letter to Nespresso headquarters but I got too busy and forgot about it. I live 5 min away from Metrotown mall and I go to that mall often. But till this day, I don’t even want to walk by or look to that store’s direction. I wonder if owner has any idea how employees behaves when owner is not around and why owner didn’t train staff to respect customers.

I absolutely love shopping here. The service I just got from the tall manager was incredible. It's important to learn where the lineup is. It looks long but they get through people quickly unless there's too many people just asking for a coffee!