Nespresso Boutique Walnut Creek

Poor service, very badly organized.

Service: 1

Sossi was incredibly helpful and her customer service skills were outstanding! I hope she'll be given an opportunity to provide some in-store training for a new and existing staff. Her manner was subtle yet informative and her approach was friendly yet non-intrusive. She knew the merchandise well and could sell it! I hope she receives a special recognition she deserves!

Atmosphere: 5

Service: 5

We couldn't believe the treatment of customers. A young lady was trying a sample coffee and they were so...rude to her pushing her to buy something. She let them know she has run out prior to her monthly auto ship and wanted to try something new to hold her over. She did purchase a few sleeves. When we were ready to purchase 25 sleeve we couldn't get help. Walked out and ordered on line. Well NEVER go to a Nesspreso store again.

I came in Sunday, checked in, and was told tastings were happening. I sat in the back, thinking it’d be different this time because the person who greeted me was genuinely nice. I waited patiently, watching people get helped almost immediately.

I even noticed staff looking toward the back like they were searching for someone made eye contact a couple of times. Still, nothing. New customers would walk in, and those same employees would smile, wave them over, and help them right away.

When I finally realized people who just came in minutes ago are being called I went up to the guy with the tablet said they “couldn’t find” me. Which made no sense, since we literally made eye contact earlier. He tried to make it right by asking others employee to assist, but I'm a big guy, i know the look and body language of people when they are trying to avoid you and not be called on. He asked an open employee the moment she looked up at me, I saw the look disgust, hesitation, whatever you want to call it and I just told him I’d leave. He smiled like he was holding back a laugh and that honestly made it worse.

Might be overreaction? or a pattern When it happens once, I might brush it off. But twice? Same kind of vibe, same store environment, same feeling of being invisible or “othered”? That’s not coincidence. That’s bias showing up in small, subtle ways and it hurts more because they act like it’s not happening.

My family comes from the more pigment side of Asia and I can’t shake the feeling that how I look and what I was wearing played a part in how I was treated. I’m a big guy, not flashy, just wearing a t-shirt. It shouldn’t matter, but it clearly does to some.

I’ve been singled out enough in life to know what that feels like. I didn’t come in expecting special treatment just normal customer service. I could easily order online but I came in because I wanted to learn more about the flavors and talk with someone. Unfortunately, that kind of basic experience seems off-limits if you don’t fit the “premium” look.

To anyone who doesn’t look like the local majority just be aware. And to Nespresso, I hope you actually take feedback like this seriously. Because no one should feel invisible in your store. And I really want to state, this is not the first time. It's almost a copy and paste of the last experience i had. Both time walked out with nothing and feeling the same.

Atmosphere: 4

Food: 3

Service: 2

I visited the Nespresso store today and had one of the most disappointing shopping experiences I’ve ever had. I asked for assistance and was told I’d be placed on a waitlist, so I waited patiently. While I waited, I saw employees quickly assist other customers who came in after me, even though I had asked for help first.

The difference in treatment was hard to ignore. The other customers, who were all white, asian, middle eastern and dressed in neat, business-casual clothing, were given immediate attention. Meanwhile, I — a Hispanic customer wearing a t-shirt and sweat, was overlooked and left waiting. It was clear that my race and appearance played a role in how I was treated.

No one should feel invisible or judged based on their race or clothing, especially in a store that prides itself on offering a premium experience. Instead of feeling welcomed, I left feeling singled out, excluded, and deeply disappointed.

I hope Nespresso takes this seriously and addresses the need for its staff to treat every customer with equal respect and fairness, regardless of race or appearance.

Atmosphere: 1

Food: 1

Service: 1

I’ve been coming to this Nespresso store since I got my Vertuo machine. The first few times the service was great. These past times I’ve been coming, the atmosphere has been off. The welcoming was the only welcoming thing. I drove an hour for pods and that was the only reason, I didn’t walk out. I checked out, checked my bag, and I loved how my receipt said samples, but no samples. I rather drive 15 extra min to the Roseville than coming back here.

Atmosphere: 3

Service: 2

For a first visit, service was awful. Unfamiliar with store protocol, we inquired with the lady holding an iPad and were informed about a Wait List. We wanted to clarify if it was for both purchasing items and ordering coffee drinks, since there were several order stations with cash registers. Before we could even complete our 2nd question (mid-question), and without excusing herself, she disdainfully went on to the next customer. All in less than a minute. We were left open mouthed at her rudeness and left the store with a bitter aftertaste and sadly, without the machines we intended to purchase.

Atmosphere: 2

Food: 1

Service: 1

Andrea was terrific, so friendly, upbeat and knowledgeable.

A good experience on both of my visits. Nice atmosphere and the set-up is individual stations for a free taste test and consultation with the Nespresso expert.

FYI they have a coffee bar in the store. I love my Nespresso VIRTUO machine whose capsules make a mug as well as espressos.

Atmosphere: 5

Food: 5

Service: 5

The staff there refused to help me without any explanation and she just kept my name in line , I kept waiting waiting and I left the store , I felt the discrimination

Atmosphere: 1

Service: 1

Just went to this Nespresso shop in downtown Walnut Creek to buy some coffee pods and was told that the wait is 45 min. There is no option to walk around, pick your coffee and pay at the register. They have some ridiculous system where you need to sign in at the door and wait somewhere while you get called to be served. Again this is a shop and not a restaurant. Also even if you want to wait - they don’t have a waiting area, nowhere to sit and waiting outside is also not an option as there’s no shade anywhere around the store. Avoid.

Nespresso makes the best single serve coffee I have ever had. No other coffee and coffeealer comes even close.

I always look forward to coming to my Nespresso store. I'm treated well, the cafe is clean, and samples aplenty. Sometimes there is a wait and I don't mind at all, there is usually new things to browse.

Atmosphere: 5

Food: 5

Service: 5

Very rude customer service . The only person in there that treated me and my wife nicely was the barista. Both the heavy set Man in the front and the Indian man were both very rude. With such expensive coffee this shouldn’t be tolerated .

Atmosphere: 2

Food: 1

Service: 1

What a load of pretentious BS- come on folks why on earth do you have to be digitally signed in to buy coffee!! And spend $$$$ for very nice coffee from very rude staff- girl at the door with her ipad was obnoxious- sooner order online and get free delivery to home!

Atmosphere: 1

Service: 1

Absolutely no a customer service. You have to wait in line to even talk to somebody.

Service: 1