20 CUSTOMER MESSAGES KITCHEN BRANDS LEFT ON READ
Kitchen and coffee DTC, July 2026. Real people addressed a brand on the brand's own Instagram post and got silence. Every item below was hand-verified unanswered in the live thread on July 18, 2026, and links to its source. Click any of them and check.
HOW THIS LIST WAS MADE
The pipeline pulls comments from brands' own Instagram posts, classifies each one with Gemini (question, complaint, purchase intent, or noise), and ranks the flagged ones by a 0-100 response priority. Then the honest part: scrapers can't see reply threads, so every candidate for this page was checked by hand in the live thread. Of the 33 top-priority complaints checked, 17 had picked up a brand reply by check time, and nearly every one of those replies was a version of "please DM us." Three comments had been deleted or hidden. One was unclear. The rest, plus verified items from a separate random calibration sample, are the 20 below: no public reply of any kind as of the check date. Replies that arrive later are counted in the next report. Full methodology: the case study.
THE LIST, HARDEST FIRST
“What can I do to get support? Bought the machine, leaking water, steam wand not working, and machine is throwing boiler errors. Support is not responding and I never get a call scheduling a phone appointment.”
“I have 750 model that I bought about 10 years ago. Amazing product . I needed new containers though . Since the containers are so expensive , I just went ahead and bought the whole thing. I got the X5. Three days now , and I am so disappointed. The container doesn’t fit well with the unit . It’s so loose . When you try to blend it moves . When you try to put the container on top you have to twist it for 2-3 seconds to make it fit in place . The old 750 didn’t have these issues . It did fit perf”
“Nespresso Portugal's customer service is unacceptable. Last Friday, my order was delivered to the wrong address and handed to someone else without verifying my personal delivery PIN. I've already contacted customer service twice (over 30 minutes each call), and they still haven't resolved the issue—they just tell me to wait for the postal service's response. So the customer is expected to bear the loss for Nespresso's mistake? This is not the level of service I expected, especially for an order”
“My DeLonghi coffee machine broke down after just 6 months. The service center has failed to repair it for 50 days and refuses to offer a replacement or refund. Extremely disappointed — I regret this purchase and cannot recommend DeLonghi @delonghiofficial”
“@DeLonghiUK It has been weeks now and this is completely unacceptable. You promised someone would call me regarding my warranty issue — no one has contacted me at all. I have replied to your messages, sent multiple emails including official proof from your own manuals that confirm the extra year warranty I am entitled to, and you are simply ignoring me. You advertise an extended warranty to sell machines, but refuse to honour it when customers need it. You break your own written promises and U”
“Société qui arnaque ses clients. SAV absent. Impossible de procéder a des retours. Aucun agent pour répondre. Le numéros de tél raccrochent. Fuyez !!!!!!!!”
French. Roughly: "A company that scams its customers. After-sales service absent. Returns impossible. No agent answers, the phone lines hang up on you. Run!"
“Terrible customer service. My new Summit arrived severely dented and solo stove did very little to make it right. Was really excited about getting one of these - disappointing”
“I am writing to express my deep disappointment with Nespresso's recent pricing strategy. Only about a month ago, the same coffee was sold for TRY 39. It was then increased to TRY 45.90, followed almost immediately by a "25% discount" campaign. This does not appear to be a genuine promotion. Rather, it creates the impression that prices were first inflated in order to advertise an artificial discount. What exactly changed over the course of a single month to justify such a significant price inc”
“Save yourself some headaches and stay away from this company they will not honor their warranty. The product is wonderful IF it works, but they refuse to honor a warranty after only 3 days of use on a brand new product after the display died making the product unusable. Get a NINJA instead.”
“Auto barista not work! I bought it, and it's boxed up ready to be returned. They are taking a long time to send the shipping label. It seized up after two weeks of use. It doesn't work for anyone who enjoys espresso; I tried three different types of beans. Wait for a second release so they can fix the flaws of the first one.”
“DO NOT BUY THE FELLOW OPUS. HORRIBLE. I DREAM OF SMASHING IT.”
“@delonghi.na Horrible customer service, no response on email despite follow ups, they keep saying the issue is escalated but they don't do anything with it.”
“"Delongi evo next aldık binlerce kez pişman olduk. Şubat ayında bozuldu servise verdik ardan 5 ay geçti ne tamir edildi ne yenisi verildi. Kesinlikle kalitesiz bir makina ve firma. Almayın aldırmayın..."”
Turkish. Roughly: "We bought the Evo Next and have regretted it a thousand times. It broke in February, we sent it to service; five months on it has been neither repaired nor replaced. Do not buy."
“Answer your dm when someone addresses you @nespresso what a bad service”
“When is the Ode 2 grinder coming back in stock? I’ve DM’d multiple times and your support team hasn’t responded.”
“I need help with my order I have spent good money and can’t get anyone to help me”
“It's mind boggling you don't sell it in polished stainless steel anymore”
“Type C : don't buy refrigerators with water taps.”
“Just ordered one. And hope you guys have better service then @ascasousa can’t seems to get any help from them����.”
“Hey @meatermade , what's the best way to contact you guys for troubleshooting connectivity issues?”
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This report is produced by Overheard, a social response-gap engine. If you run social or CX for a consumer brand and want this for your category, or your own brand's missed-message feed, get in touch.
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