How funny, I red the reive before this one, customer refers to customer service representative Danyella. I wonder if it is the same person I just had the pleasure to speak to, so to say. We've been nespresso customers for years in Europe, never had a problem there. We recently relocated to the States, bought a new nespresso machine and started ordering our coffee online as usual. Well, first time we ordered they missed to add our house number and the coffee never arrived at our place. My husband called and got a rude conversation - more or less we got blamed because they missed the house number and delivered the coffee god knows where but not to us. Well, like many good willing folks, ok, it can happen once and it can happen sometimes that the customer representative you get has a bad day and will project that into the customer. My husband was very surprised with the conversation and not in a good way. We got our coffee two weeks after ordering as it went wrong with the delivery as I mentioned. We had to use other coffee in the meantime, needless to say that it is already a disappointment when you expect the coffee to arrive within 2 business days as they advertise. Not good at all. We placed another order on the 29th of November. Since it was a Friday, we thought we would receive it by Tuesday the 3rd of December. It didn't show up yet so I called this morning - it's Friday today, the 6th of December. Prior to that I checked the tracking number and it said the package is 'in transit'. I got to speak to customer service representative Danyella or Danyelle. I explained the situation, very politely inquiring about our package. She sounded short and distant and put me on hold for 6 minutes while checking the package situation. When she came back she said: The package was delivered to you on the 6th of December. I replied that it wasn't delivered - that was the reason I called, right? She repeated again that yes it was delivered and I should check my mail box. Ok, I repeated again, third time now that I did not receive the package, that is the reason why I call. I added to that that it happened before with our first order from a month ago. She replied to that quite irritated : Yes, I can see that, but that was because YOU didn't provide us with the right information, you didn't give us the house number! By this time it is clear to me that the customer service representative was not interested to have a normal adult conversation, it was heading towards an unpleasant game if yes/no's. I said that I was disappointed with this service. She said hastily and annoyed again 'well, I apologize. I will resent the package and you will have it by Tuesday the 10th of December'. I guess I was supposed to say Thank you very much and hang up, she definitely was not interested in being friendly. But I didn't and I said I was disappointed that it is the second time in a row I have to wait nearly two weeks to get the coffee and I would like to complain about that and that I don't appreciate the tone of voice I was being spoken to. Surprisingly she replied more annoyed than before 'so, for what is this complaint, for me replacing your package?'. Needless to say - I was almost on the edge of getting angry so I said I will file a complaint and said goodbye. Excuse me, Nespresso customer service representative - do you realize that I am paying money for the coffee and chose this company with the intent of having a good experience overall? You are not giving the coffee to me for free. Secondly, dear customer service representative - you need to check your attitude and please quit your job if you are doing it only to bark off at innocent customers that have real questions and issues with your service! Absolutely not ok customer service - I hope that they apologize properly - I am for sure looking around to switch to other coffee!