To Our Nespresso Community,
As we all continue to adjust our daily lives during the COVID-19 pandemic, we wanted to share an update on how Nespresso USA is responding. First and foremost, the health and safety of our employees, customers, and partners is our top priority and drives every decision we make during this time. To that end, we wanted to outline the adjustments we’re making at Nespresso USA and the impact on your experience:
• Retail Locations Temporarily Closed & Adjusted Customer Service Hours. The well-being of our community remains our top priority and we have therefore decided to temporarily close all of our Nespresso retail locations, including our boutiques and locations in our partner stores. As we continue to monitor the situation and the guidance from local governments and health experts, we will provide updates on when and how we plan to reopen.
We have also made temporary adjustments to the hours of operation for the Nespresso Customer Relationship Center. Our coffee specialists will now be available Monday - Friday via phone and email between the hours of 8:30 am - 8:00 pm EST (5:30 am - 5:00 pm PST). We appreciate your ongoing support.
• Corporate Offices & Customer Service Teams Working Remote. We are requiring our employees normally based in corporate offices across the country to work from home, including our Customer Support team. Like so many of you, they are now trying to balance their professional and personal responsibilities in new and unexpected ways, such as juggling children home from school, while continuing to support you when you need it. This may create longer response times than we want, but we are committed to serving you as best we can.
• Delayed Order Delivery. Finally, there remains a small, but dedicated group of individuals who continue to work in our distribution centers to prepare and ship your online orders. We have adjusted our staffing shifts and implemented enhanced sanitation protocol in all of these locations, but as a consequence, this slows our team’s capacity. And with so many Nespresso lovers around the country now working from home, we have seen a spike in coffee orders, which exacerbates this challenge. As a result, the coffee you would normally expect delivered in 1-2 days may now take 7-10 days to arrive.
We know that tomorrow will bring new decisions and our promise to you is that the choices we make will continue to prioritize the health and safety of our community. We’ll be open and transparent with you about any impact this may have on your Nespresso experience. And we will continue to do our very best to support you and hopefully bring some small comfort and normalcy to your everyday.
Thank you in advance for your patience and understanding.
Your Team at Nespresso USA
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