Nespresso Boutique Raffles City

I arrived at 8 PM on 12 May 2025 and was extremely disappointed by the unprofessional behavior of the two staff members present. One of them spoke to me from a distance, showed no interest in engaging properly, and had an unacceptable attitude. I’m a paying customer, not someone who owes him money. The level of disrespect was shocking and completely uncalled for.

Visited the store on 20 April around 8pm to buy some Nespresso pods and ended up signing up for a membership during the visit. While waiting, I was clearly standing in line and paying attention. A staff member came out and served someone who had just walked in. When I pointed this out, I was told, “you were using your laptop,” which felt dismissive, as if a surface-level assumption had been made about my intent or status. The apology that followed felt procedural rather than sincere. What lingered wasn’t just the moment itself, but the subtle dynamic of who gets prioritized and why. It left me with the impression that service here may be influenced by assumptions about how someone looks or what they’re likely to spend. After reflecting and reading other reviews, it seems I’m not alone. Multiple customers have noted similar experiences: being overlooked, bypassed, or deprioritized in favor of those who fit a more affluent or conventional buyer profile. I’ve since cancelled my membership, not out of spite but because the values didn’t align. I still appreciate Nespresso’s products, but I hope the in-store service evolves to reflect the same quality—consistent, inclusive, and attentive to all customers, not just a select few.

Lester, the boutique manager, has the personality of a robot, lacking critical thinking or a sense of customer service. He was unable to provide a solution or offer alternatives. Facing a regular Nespresso customer of over 10 years who had spent thousands of dollars on coffee pods, machines, and knick-knacks over the years, Lester couldn't think of a kind thing to say. I took my business elsewhere.

I was very happy with the service at Raffles City, but I am extremely disappointed with the delivery experience. I had ordered a coffee machine as a surprise gift for my husband on our anniversary. However, at the very last minute, the delivery date was changed without prior consultation; only an SMS notification was sent. I immediately contacted the store to request self-collection, but I was told this was not possible as the item was not in the store. I explained the importance of receiving the item on the promised date, but they still refused to revert to the original schedule. Instead, they suggested I cancel the order, which was not a viable option for me given the short notice. Left with no choice, I had to accept the new delivery date. On the actual day of delivery, the situation became even worse. The courier simply left the expensive coffee machine outside my door without knocking or informing me. This was highly irresponsible, especially since I was initially told to be available between 6 PM and 9 PM for the delivery. If the package had been taken by a stranger, I wouldn’t even have known! I only realized it had been delivered when I found it outside my door. This entire experience was frustrating and disappointing. I expected better service, especially for a high-value item. Apologies alone do not solve the problem. I have heard many apologies, but no action has been taken to address or resolve my issue. This was supposed to be a happy occasion—a special surprise for my husband—but instead, it turned into a huge disappointment.

I was at the store on Wednesday, May 14, 2025, around 4:30 PM, to trade in my old NPRESSO machine. A young boy came out from a back room to help, as many customers were there. When I told him I wanted to trade in my machine, he said only one model was eligible for trade-in: the Pixie C 62 SG Titan. At first, I chose the green color. But later he consulted a female salesperson, then told me only the gray one was left. So she finally helped after she finished with another customer. When it came to payment, she told me to take the Mother's Day promotion instead of giving me 20% off. She explained it offered more savings. So I took back my old machine instead of trading it in, as my old machine was still working. Then on Thursday, May 15, I went to Zion NPRESSO with my best friend to trade in my old machine, and the salesman said I could trade in any model, but not a machine that already had a promotion discount. Then he suggested the new machine to me, the CTZ PLATINUM D140 SG Atu, costing $349. I was disgusted with the salesgirl and the young boy at Raffles City NPRESSO! How could they lie to a customer! It was very unprofessional and bad customer service! I won't buy any more from the Raffles City NPRESSO store!