Nespresso - Austin, Texas

Juan De Dios Fajardo

First time in the store and the team was super nice and respectful, specially Cade who patiently answered all my questions about the equipment’s functions and capabilities.

Sophie Ting

New location since July 8th 2024. Next to Victoria Secret and The Plank. A little bigger. They have a self-serve coffee bar and a ice batista. They made it hyper-local to Austin. It's cute.

Nitsia Hernandez-Rivera

We’ve been Nespresso customers for years now, we spend unnecessary amounts of money on what we consider our indulgent weekend coffee treat every other month online to restock.
Decided to visit our local Nespresso boutique, since we had dinner reservations at the Domain.
The boutique itself is beautiful, the greeter was friendly and informative.
That’s where the magic and allure ended.
The barista serving complementary coffee, never made eye contact with us, almost felt like she was hoping we would go away.
She finally did help us, although it was evident she was not eager to educate us on what she was serving. I felt like I had to press for answers about the roast.
What a missed opportunity for the business.
We still spent close $200 in store, the salesperson was also not very eager to help nor engaging in conversations, never asked which pods we’ve used in the past.
While making our selections it appeared I knew more about their coffees than he did. He was uncertain about specifics sizes and strengths.
Also, they were unwilling to honor a special they were offering online due to having missed it by 1 day. Although I understand rules. Given he could see our tenure with Nespresso when he pulled up our profile, you would think good business would warrant an exception. It’s not like they aren’t going to be texting or emailing me another promotion next week.
So disappointed in the actual visit to the boutique which I had such high hopes for. ?

Arvin Perry

We were assisted by Karla, she was very helpful and friendly. We couldn’t decide what 8 sleeves we were gonna get and she made our decision making so much easier.
Actually all staff were so friendly.

We absolutely love our first time experience at this store and we will be back every time we are in the area.

Alyson DeMaio

Ashley was absolutely wonderful to work with. She presented me with several ideas about how to reduce my caffeine intake while still enjoying my favorite gourmet Nespresso coffee flavors. She went above and beyond to assist me. The new store is gorgeous, too!

Sharon Tam

I was looking forward to checking out this special "first interactive" Nespresso store but left somewhat disappointed. The coffee/espresso itself is amazing for its convenience, so "food" gets 5 stars but service gets 3.

Good: The store layout is spacious with a clean, modern aesthetic, and the store manager was helpful, offered to brew us a coffee, and followed up with us.

Needs Improvement: Customer service, especially if this is going to be called an interactive boutique store. The overall vibe from the floor reps (other than the manager) was...lackadaisical. When we entered, 3 reps were positioned near the door casually chatting amongst themselves. When we entered, we looked at them expecting someone to greet us, and finally one lady asked what brought us to the store today. When I replied that I was looking for a gift for my brother, she gestured towards her left and said that we could try some samples, then returned to the group to chat. Since this was our first time in the store, I was unsure where to go or how to try these samples. Could I just pick any pod and any machine? Were all of them plugged in? Was I allowed to pick any of the pods from the displays or just from the row near the window? Thankfully, the store manager came over and offered us the coffee, then followed up with us later.

Personally, it would have been nice if there was a salesperson near the front door with a more proactive greeting asking whether this was our first time in the store and then tailoring the experience from there. If I'm being directed to a different area, it would been more engaging to walk with me to the person I'm being handed off to.

After receiving the coffee, we wandered aimlessly about the store, but it wasn't clear how the store was supposed to be interactive or where/how we were supposed to purchase the pods. The wall display of Nespresso machines is beautifully designed, but different machines would be called different things and have the exact same "features" listed next to them. There were also bowls of pods next to each machine, but it was unclear whether we could try them or whether they were decorations. It would have been helpful if a rep had come over while we were over there and offered to help explain the differences between machines or pick out a machine. I was surprised that no one let us know about current promotions, etc.

So even though we entered ready to buy pods and a machine, we left with just a sleeve as a gift. I can't decide whether it's worth it to try going back to the store or to just research and order online in the future.

Amanda

Bummer, bummer, bummer.
I was disappointed to find out this Nespresso store isn’t dog-friendly anymore. I was quickly turned away upon entering with my small dog. The sales associate with curly hair and glasses, who seemed unhappy to be there, told me to wait outside for someone to take my order. I waited over 10 minutes, but no one came to help. The no dog policy is not the issue here, the lack of professionalism and service to your consumers is. Luckily, they offer two-day shipping, so I’ll be placing my orders online for the foreseeable future.

Blake Cole

Why should customers trust you?

Everything about the front end of my experience was good. The location was clean and well put together, the staff were kind and knowledgeable (minus one key factor), and it was a good experience.

That's where the good experience came to a screeching halt.

For context, I have helped lead and develop support teams. The amount of friction to get anything done with this order was so incredibly frustrating.

I went home to find that machine I had purchased was one of the worst reviewed machines and those issues were not mentioned or addressed by the person helping me in the store. He was nice and I wasn't too upset there because he's a salesman - I get it. He sold me.

When I went to exchange my machine, I had to go through three different agents (some okay, some not), register each item of my order, and was told the refund would take 30 days after they received the order. How is this not automated? Why does it take 30 days when industry standard is 3-5 and 10 at max?

I also had a manager that said she would call me back to follow up and make sure everything was going smoothly with the return and that did not happen.

I'm crossing my fingers that my refund will make it back to my account. This was a poor enough experience that I decided on a refund instead of an exchange. I can't make this kind of purchase without being confident in the support and unfortunately Nespresso isn't there.

If you're in the market for a machine, might consider alternatives for a little while.