To Our Nespresso Community,
We wanted to share an update on how Nespresso USA is responding to the latest. The health and safety of our employees, customers, and partners continues to be our top priority and drives every decision we make. To that end, we wanted to outline the adjustments we’re making at Nespresso USA and the impact on your experience:
• Delayed Order Delivery. We recognize how important coffee is to you, and our distribution center teams are working hard to prepare and ship your orders as quickly as possible. We have adjusted our staffing shifts and implemented enhanced sanitation protocols; while these special procedures take time, they are intended to keep our employees and our community safe. Additionally, while our delivery providers are also doing their best, they are not currently able to guarantee our standard delivery times. While many customers may receive their orders very quickly, our current promise is that your order will arrive within 7-10 days at the most. We appreciate your patience during this time.
• Retail Reopening Plans. After closely monitoring the situation nationwide, we made the decision to reopen our Columbus, OH and Austin, TX Boutiques on May 26, 2020 for an initial two-week trial period. This is a first step in a measured, city-by-city reopening process we’re planning in the U.S. We’re following all local guidance and taking several additional precautions to create a safe shopping environment at our Boutiques. Based on our experience with the initial two-week period and any updated guidance from local officials, we will determine next steps for these two and additional Boutiques. Updates will be shared here and to our customers via email.
• 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.
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
