Call: 1-800-433-GUSTO (4878) (Monday – Friday, 8am to 8pm EST, Saturday – Sunday, 10am – 6:30pm EST)
Or, visit our Frequently Asked Questions section. You'll find a lot of helpful information there.
For any NESCAFÉ® Dolce Gusto® Genio™ machine warranty questions, go to http://www.delonghi.com/dolce-gusto
Or, you can call our Consumer Service Department.
Monday-Friday from 8.00 a.m – 8.00 p.m (EST), Saturday and Sunday from 10:00am-6:30pm (EST)
Letters should be address to:
Nescafe Dolce Gusto
Consumer Service Center
P.O. Box 2178
Wilkes-Barre, PA 18703
Last Updated On: 3/14/2013
Please note we may combine information that we collect via one method (e.g., a Nestlé USA website) with information that we collect via another method (e.g., a Nestlé USA offline event). We do this to get a more complete view of our consumers, which, in turn, allows us to serve you better and with more customization.
Nestlé USA websites
This refers to any consumer-directed websites operated by Nestlé USA, including sites that we operate under our own domains/URLs and sites that we run on third party social networks such as Facebook. This Policy will only apply to the Nestlé USA site if it provides a direct link to this page.
Nestlé USA mobile sites/apps
This refers to any consumer-directed mobile sites or applications operated by Nestlé USA, including our WAP sites and smartphone apps (e.g., iPhone apps). This Policy will only apply to the Nestlé USA mobile site/app if it provides a direct link to this page.
Nestlé USA text messaging programs
This refers to any consumer-directed text messaging programs operated by Nestlé USA. These programs might be advertised on one of our websites or applications or in a print ad. This Policy will only apply to the Nestlé USA text messaging program if the program indicates that this Policy applies.
Offline registration cards
This refers to printed registration and similar cards that we may collect from consumers via postal mail, in-store demos, or other offline events. This Policy will only apply to a Nestlé USA offline registration card if the registration card indicates that this Policy applies.
Call center registrations
This refers to information that we may collect from consumers through our call center, for example if you call us with a question or comment or to sign up for marketing communications over the phone.
Data from other sources
This refers to information we may obtain about you from other sources. For example, we may hire a third party data aggregator to provide us additional information about our existing consumers (this is known as "data appending"). We may also receive information from third party co-sponsors who we may occasionally partner with to run special contests or other promotions. We may also receive information about consumers when we acquire other companies.
Depending on how you interact with Nestlé USA (online, offline, over the phone, etc.), we may collect from you various types of information, as described below. In some instances (and unless we say otherwise below), we may combine one type of information with another type of information, and store them together in our records. We strive to limit the amount of information we collect and store to that which is reasonably necessary to provide you the relevant services. We generally store your information for as long as your account is active with us or as needed to provide you the relevant services. We may store your information for a longer period of time to comply with legal or regulatory obligations, resolve disputes, enforce our agreements, or for records management purposes.
This includes any information that would allow us to personally contact you, such as your name, home or mailing address, phone number (home, cell, etc.), or email address. In some cases, this could include information that you give us about someone else (for example, if you provide a friend's email address for a tell-a-friend program). We typically collect personal contact information in connection with a variety of activities, including general website registration, newsletter sign-up, website community features, online purchases, customer service inquiries, contests and other promotions, and consumer surveys. If you create an account with us, your personal contact information may be stored under your account profile.
This refers to any information that is required for you to establish a unique account with us or for us to give you access to your specific account profile. Examples may include your login ID/email address, screen name, password, and/or security question and answer. We only collect unique login information for those activities that require an account, such as general website registration, newsletter sign-up, and website community features. Your login information, especially your password, should be kept confidential and never shared with anyone else. To change your login email address or password, log in to the relevant edit account section of our site (if available) or contact Consumer Services.
This includes any information that describes your demographic or psychographic characteristics. Examples may include your date of birth, age or age range, gender, geographic location (e.g., zip code, city and state, mobile location), favorite products, hobbies and interests, and household or lifestyle information. We typically collect demographic information in connection with a variety of activities, including general website registration, newsletter sign-up, website community registration, contests and other promotions, and consumer surveys. If you create an account with us, you may be allowed to modify certain demographic information stored under your account. To do so, log in to the relevant edit account section of our site (if available) or contact Consumer Services. For demographic information stored under your profile on a third party social network (e.g., Facebook), see separate paragraph on "Social network info."
This includes any information about the computer system or other technological device that you may be using to access one of our websites or applications. We typically collect this information through automated technologies such as cookies and web beacons. Examples of technical computer information may include your computer's IP address, operating system type, and web browser type. If you access a Nestlé USA website or application via a mobile device such as a smartphone, the collected information may also include your phone's unique device ID, geo-location, and other similar mobile device data. Technical computer information may be linked to your personal contact information.
This includes information about how you use and navigate our websites and applications, including which links you click on, which pages or content you view and for how long, and other similar information and statistics about your interactions with a Nestlé USA website or application (e.g., date and time of visit, which site you came from, favorite recipes and site activities, high game scores, etc.). This information is captured using automated technologies such as browser cookies, flash cookies, and web beacons, and may also be collected through the use of third party tracking services (such as Google Analytics) that collect data in aggregate (such as number of visits to a particular page, or the amount of time spent on a web site). We may also use these technologies, such as web beacons, to capture information about how users respond to certain email campaigns (e.g., time the email is opened, where user links to from the email, etc.). Website usage information may be linked to your personal contact information for web site personalization and marketing purposes.
Please note that "flash" cookies are different from "browser" cookies because of the way in which flash cookies capture and store data. Your browser's cookie management tools will not remove flash cookies. To learn how to manage privacy and storage settings for Flash cookies click here:
This includes information that you voluntarily share with us about your experience in using our products and services, including our websites and applications. Examples may include unsolicited comments and suggestions, testimonials, or other questions or feedback related to our products. We typically collect this information in the form of consumer surveys, consumer panels, contact forms, "Ask the Expert" forms, and email correspondence.
This refers to any content that you create and then share with us (and perhaps others) by uploading it to one of our websites or applications, including one of our Facebook sites. Examples may include photos, videos, personal stories, or other similar media or content. We may collect and publish consumer-generated content in connection with a variety of activities, including contests and other promotions, website community features, consumer engagement, and third party social networking.
This refers to any information that is part of your profile on a third party social network (such as Facebook) and that you allow the third party social network to share with us. Examples include your basic account information (e.g., name, email address, gender, birthday, current city, profile picture, user ID, list of friends, etc.) and any other additional information or activities that you permit the third party social network to share with third party application developers. For example, we may receive your social network profile information (or parts of it) every time you download or interact with a Nestlé USA web application on a social network such as Facebook or every time you use a social networking feature that is integrated within a Nestlé USA site (such as Facebook Connect). To learn more about how your information from a third party social network may be obtained by Nestlé USA (or other third party application developers), please visit the website of the relevant social network.
This includes any information that you use to make a purchase, such as your credit card details (cardholder name, card number, expiration date, etc.) or other forms of payment (if such are made available). This also includes the billing name and address associated with your form of payment. If you create an account with us when making a purchase, your payment information may be stored under your account profile. To review or edit this information, log in to the relevant edit account section of our site (if one is available) or contact the customer service department listed at the relevant store website.
Other info (depending on context)
This refers to any other information that we might need to collect for a specific Nestlé USA form, feature, or other service that you use or request. What this information includes will vary depending on the method of collection and the specific purpose(s) for which the information is being collected. Please see Section 3 ("How do we use your information?") for more specific examples.
The following paragraphs describe the various purposes and features for which we might collect and use your information, and the different types of information that might be collected for each. Please note that not all of the uses below will be relevant to every consumer.
We may use your information to maintain your accounts with us, including administering any consumer loyalty or rewards programs that are associated with your account. This typically involves the use of information that was originally collected to set up your account (e.g., personal contact information, payment information, account login information, demographic information, etc.).
We may collect and use your information to provide you customer service, including responses to your inquiries. This typically requires the collection and use of certain personal contact information (such as your name or email address) and information regarding the reason for your inquiry (e.g., order status, technical issue, product question/complaint, general question, etc.). Customer service may be provided through various forms of communication, including email correspondence, call center support, and live online chat features.
Product improvement and customization
We may collect and use your information so we can constantly improve our products, tailor them to your needs, and come up with new product ideas. This mostly involves the collection and use of demographic information and consumer feedback.
We may collect and use your information to get you more actively engaged with our products and services (including our websites and applications), thereby increasing overall brand engagement and awareness. This mostly involves the collection, use, and publication of consumer-generated content.
We may collect and use your information to administer a contest, sweepstakes, giveaway, competition, or other similar marketing campaign or promotion. These events typically require the collection and use of personal contact information (for prize fulfillment), demographic information (for eligibility determination), and, in some instances, consumer-generated content. Some of our promotions may be run on third party social networks such as Facebook (for example, on our Facebook fan pages). To comply with legal requirements, we may publish or share a limited amount of information (such as name and city of residence) about the winners of a particular promotion. For more information about our contests and other promotions, please see the official rules or details posted with each promotion.
We may collect and use your information to send you marketing communications, such as email communications, SMS text messages, and postal mailings. Please note that if you choose to receive SMS text messages, your plan fees for messaging will apply. These communications will keep you up-to-date on the latest news, events, special offers, and promotions from the Nestlé USA brands of interest to you. On occasion, these communications may also introduce you to other Nestlé brands and inform you about offers and promotions from other third party companies. Sending you marketing communications mostly requires the collection and use of certain personal contact information and demographic information. In some instances (such as for mobile apps and text messaging programs), this could involve the use of your precise geo-location, which may allow us to send you location-based offers and promotions.
You can always opt-out from receiving marketing-related email communications or text messages by following the unsubscribe instructions provided in each such communication. If you have an account with us, you may be given the option to change your communication preferences under the relevant edit-account section of our site (if available) or by contacting Consumer Services. Please note that even if you opt out from receiving marketing communications, you may still receive administrative communications from us, such as order confirmations, notifications about your account activities (e.g., account confirmations, password changes, etc.), and other important announcements.
We may collect and use your information when you interact with third party social networking features such as "Facebook Connect" or "Facebook Like". These features may be integrated in our sites or applications for the purposes of running contests, allowing you to share content with friends, or other stated purposes. If you use these features, we may have the ability to obtain certain information about you from your social networking profile (see "Social network information" under Section 2 of this Policy). You can learn more about how these features work, and the profile data we may obtain about you, by visiting the website of the relevant third party social network.
Website improvement and personalization
We may collect and use your information to improve and personalize your experience on our websites and applications. This is typically done through automated technologies (such as cookies) that collect and remember certain account login information, technical information, and/or previous website usage information. For example, we might remember your login ID/email address or screen name so you can quickly login the next time you visit our site or so you can easily retrieve the items you previously placed in your shopping cart. Based on this type of information, we may also show you specific Nestlé USA content or promotions that are tailored to your interests.
We may collect and use your information to give you access to website community features, including features that may allow you to upload and share recipes, pictures, videos, artwork, or other messages or content. This typically involves the collection, use, and (in some instances) public display of certain personal contact information, account login information, demographic information, and/or consumer-generated content. Because these features are "communal" in nature, information or content that you post in these areas may be visible to others. Please use caution when using these features or uploading content to a Nestlé USA site. For some community features, we may give you the ability to control whether some parts of your profile can be seen by others. To access these settings, log in to the relevant edit account section of our site (if one is available) and access your community profile. For website community features that have social networking integration (such as "Facebook Connect"), see separate paragraph on "Third party social networking."
Website viral features (e.g., tell-a-friend)
We may request and use your information so you can use website viral features, such as our tell-a-friend features. These features allow you to easily share certain Nestlé USA news, product information, promotions, wish list items, or other content with family members and friends. These features typically require the collection and use of personal contact information (such as names and email addresses) so that the selected one-time message or content can be delivered to the proper recipients. In most cases, we do not retain the information provided. In some cases (for example, as part of a refer-a-friend program), we may store the information so we can track and reward consumers for their successful referrals. For tell-a-friend or other viral features administered by third party social networks (such as Facebook's "Share" and "Like" features), please refer to the website of the relevant social network for additional information.
We may collect and use your information to process and ship your orders, and to inform you about the status of your orders. This could involve the collection and use of certain personal contact information, payment information, account login information, and/or other information related to your purchase (such as products ordered). This could also involve the ongoing storage of your payment information to allow for easier checkout on future purchases.
Please note that there are many independent e-commerce sites that sell Nestlé products but that are not controlled or operated by Nestlé USA. Because these sites may have different practices than we do, we recommend that you read their privacy policies before making any purchases on those sites.
Other general purposes (e.g., website security, internal research)
We may collect and use your information for other general business purposes, such as to maintain the day-to-day operation and security of our websites and applications and to conduct internal marketing and demographic studies. These activities mostly require the collection and use of certain demographic information, technical computer information, website usage information, and consumer feedback.
We may share your information with the types of companies or in the situations described below. We do not rent or sell your information to third party companies for their own marketing use.
Agents and contractors
These are outside companies, agencies, or contractors that we hire to help us run our business (e.g., fulfill orders, operate our websites, run promotions, provide website development, operate our call center, etc.). The information shared with our agents and contractors could include personal contact information, payment information, demographic information, or other types of information depending on the services being provided, and may require that we transfer your information to locations outside the United States. Agents and contractors are only allowed to access and use your information for the specific tasks they've been hired to do and are required to keep your information confidential and secure.
Joint sponsors and other partners
Your California Privacy Rights
If you are a California resident, you may have the right to request and receive certain information about our disclosure of your personal information to third parties for their own marketing use, and your choices with respect to such disclosures. Because we do not share your personal information with third parties for their own marketing use unless you are first given the opportunity to opt-in or out (as set forth above), we are exempt from having to meet this requirement. If you still wish to learn more about our compliance with this requirement, you may contact Consumer Services.
Legal disclosures (when necessary)
This is when we may need to share your information for law enforcement or other legal-related purposes. This may be necessary in connection with a lawsuit, claim or investigation, governmental inquiry, court order, enforcement of legal rights (e.g., contract terms, intellectual property rights, etc.), safety issue, or other similar legal or security matter. Sharing your information for these reasons is not a regular event, but could arise from time to time. We strive to limit the types and amount of information we share for legal-related purposes to that which is reasonably necessary.
Business transfers (e.g., sale or acquisition of company)
You can always opt-out from receiving marketing-related email communications or text messages by following the unsubscribe instructions provided in each such communication. Please read our Marketing communications section for limitations on certain administrative communications, order confirmations, and account notifications.
Many of our sites have a "your account or "your profile" feature where you may review and edit the information you have provided and you may be given the option to change your communication preferences, including opting out. If an edit account or profile feature is not available or you otherwise desire to access, edit, or remove your information, contact Consumer Services and we will respond to your access request within 30 days.
We use a variety of standard methods (described below) to keep consumer information confidential and secure. Please note, however, that these protections do not apply to information you choose to share in public areas such as our website community features or other social areas.
Secure operating environments
We store your information in secure operating environments that are protected from the public and that we only allow authorized Nestlé USA employees and agents/contractors to access on a need-to-know basis. We follow generally accepted industry standards to protect personal information; however, no method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, we cannot guarantee its absolute security.
Encryption for payment info
We use industry-standard encryption to provide greater protection for sensitive financial information, such as credit card information, sent to us over the web. For example, encryption is used when you make payments through our online stores. Please note, however, that there are many independent e-commerce sites that sell Nestlé products but that are not controlled or operated by Nestlé USA. Because these sites may have different practices than we do, we recommend that you read their privacy policies before making any purchases.
Prior authentication for account access
We require our registered consumers to verify their identity (e.g., login ID/email address, password) before they can access or make changes to their account information. This helps prevent unauthorized access to your account.
Measures we expect you to take
It is important for you to also play a role in keeping your information safe and secure. When signing up for an online account, please be sure to choose an account password that is hard for others to guess and never reveal your password to anyone else. If you use a shared or public computer, never choose to have your login ID/email address or password remembered and make sure to log out of your account every time you leave the computer. You should also make use of any privacy settings or controls we may provide you in our website community areas.
This section provides additional information that is important for you to know about this Policy or our practices.
This policy applies to consumers only
We do not knowingly collect info from children
We do not solicit or collect any type of information from a person that we know is under the age of 13. If we discover that we've accidentally collected information from a child, we will attempt to remove that child's information from our records as soon as feasibly possible.
We are not responsible for third party sites/features
Our websites and applications may provide links to, or features from, other third party sites (such as independent e-commerce sites and third party social networks). If you link to or use such third party sites or features, you do so at your own risk. We do not control and are not responsible for the content or practices of any third party site, application, or feature.
We have been awarded the TRUSTe Privacy Seal
Office of Consumer Services
800 N. Brand Blvd.
Glendale, CA 91203
Contact us via email
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This Site belongs to Nestlé. Nestlé or other third parties who have licensed Nestlé's use own the copyright to the contents of this Site. You may download only material displayed and identified on the Site as specifically available for downloading. Such material is for noncommercial; personal use only, provided you also retain all copyright and other proprietary notices contained on the materials. You may not, however, distribute, modify, transmit, reuse, repost or use the content of the Site for public or commercial purposes, including the text, images, audio and video without Nestlé's written permission.
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You further acknowledge and warrant that the Submission contains only your own material and content or material and content that you have undeniable rights to use, and that Nestlé's use will not violate any third party's rights.
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Please send notice to:
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I. Getting Started
I am new to Dolce Gusto, how do I register? Hi there! Welcome! To register, please click here https://www.dolce-gusto.us/en/customer/account/
How do I use my 100 perk points to claim my FREE box of capsules? Upon registering your machine at dolce–gusto.us, 100 perk points will be credited to your account. When you checkout, enter your perk points to redeem your FREE box of capsules.
I am already registered but have forgotten my password/username. Please remember that your username is your email address and your password is case sensitive. To reset your password: click here https://www.dolce-gusto.us/en/customer/account/forgotpassword/ to get new password. An email will be sent to you to you to reset your password. Please note, that unfortunately, if you have forgotten your username (email address), you will need to create a new account.
I have not received the confirmation email to complete my registration. Please log in using the same email address and password you used to register. You will receive a message that your account has not been confirmed. Please click on the link and we will resend you the confirmation email to complete your registration. If you need additional support, please call Consumer Services at 1–800–745–3391. We're available Monday – Friday, 8am to 8pm EST and Saturday-Sunday, 10am to 6:30pm.
How do you I check my account information? Go to the My Account section, located in the top navigation. Please be sure to sign in if you are not already logged in. Once you have signed in you will have access to all of your account information.
II. About the machine
What is NESCAFÉ® Dolce Gusto®? NESCAFÉ® Dolce Gusto® is a single serve coffee machine with a proprietary smart capsule system that delivers up to 15 bars of professional pressure and produces high quality coffee house quality drinks including Espresso, Cappuccino, Latte Macchiato, Americano and more.
What is the retail price?
The recommended retail prices for NESCAFÉ® Dolce Gusto® machines are:
NESCAFÉ® Dolce Gusto® Piccolo™ – $99.99
NESCAFÉ® Dolce Gusto® Melody™ 2 – $129.99
NESCAFÉ® Dolce Gusto® Circolo™ – $149.99
AUTOMATIC (FLOW STOP)
NESCAFÉ® Dolce Gusto® Genio™ – $129.99 –$139.99
NESCAFÉ® Dolce Gusto® Circolo™ Automatic – $179.99
NESCAFÉ® Dolce Gusto® Creativa™ – $199.99
The retail price is $9.49 for a single carton of coffee containing 8– 16 beverages. For those varieties utilizing a milk capsule, the box will contain half milk and half coffee capsules equating to 8 beverages.
How does the machine work?
The NESCAFÉ® Dolce Gusto® machine heats water, which is passed at high pressure through a capsule of high quality NESCAFÉ® roast and ground coffee into the cup. This 15 bar system uses pressure similar to coffee house machines. The coffee that is used in the capsules is made of premium 100% Arabica coffee.
The high pressure and smart capsule are designed to deliver an even distribution of water and pressure over the coffee so your cup is brewed to perfection in under a minute.
Can you use other coffee capsules or only NESCAFÉ® Dolce Gusto® capsules? Only the NESCAFÉ® Dolce Gusto® coffee capsules are suitable for use with this machine. They are the only capsules that were developed to fit and that correspond to the high quality requirements for this system.
What sets NESCAFÉ® Dolce Gusto® apart from its competitors?
Where is the product produced? The NESCAFÉ® Dolce Gusto® coffee capsules are produced in the UK and Spain.
Why did Nestlé® choose De'Longhi as a partner in the NESCAFÉ® Dolce Gusto® project? NESCAFÉ® Dolce Gusto® combines the expertise and history of NESCAFÉ® coffee making with the hallmarks of De'Longhi precision, engineering and technical perfection. As a global leader in espresso and cappuccino machines, De'Longhi is the ideal partner for the NESCAFÉ® Dolce Gusto®.
How do I start using my machine? We believe in no mess, no fuss coffee so your beverages are made in a few simple steps: First, decide on your beverage, then it's as easy as POP, LOCK and SCROLL
Why do I have to use the control lever on the manual machines?
Everybody has a special way they like their beverages. More milk? Extra shot of espresso?
That's why NESCAFÉ® Dolce Gusto® machines allow you to customize your beverage strength with a custom control lever. We put the power in your hands!
What does 15 bars of pressure mean? 15 bars of pressure refers to the barometric pressure that builds up inside every smart capsule. 15 bars is like being 500 ft underwater! This pressure is comparable to professional coffee house machines and much greater than most single serve coffee machines on the market. What does it mean to you? Fifteen bars of pressure means a frothy, coffee house experience on demand, in your home kitchen. It maximizes the flavor and aroma from the coffee. It's how you create the highest–quality coffee drinks for you and all your guests, in less than a minute. .
What are the dimensions of the NESCAFÉ® Dolce Gusto® Genio™? 9.05 (L) x 5.90 (W) x 11.41 (H). The machine weighs 5.07 pounds.
III. About the capsules
What capsule flavors are available?
About the capsules
Caramel Latte Macchiato
Vanilla Latte Macchiato
Peach Iced Tea
Chai Tea Latte
What about the milk component of Cappuccino or Latte Macchiato? Consumers preferring these types of coffee beverages simply insert an additional milk capsule (which contains sweetened, hormone–free whole milk, skim milk for our skinny varieties). Heated water flowing through the capsule under pressure will produce the creamy froth expected in a Cappuccino or Latte Macchiato.
How much coffee will consumers need for one cup, where will they be able to buy the coffee capsules and how much will they cost? For our traditional black cups, one capsule makes one cup of coffee. For our specialty beverages (ex: Cappuccino), you will need 2 (two) capsules – coffee and milk. You can buy cartons of 16 capsules in retail outlets (such as Fry's or Sears in California) or online at www.dolce–gusto.us at the suggested retail price of $9.49.
Will you produce any other capsule flavors in the future? The NESCAFÉ® Dolce Gusto® system is versatile enough to make other drinks, which may be introduced in the future. NestlÉ® has an ongoing program of research and development of its product portfolio in response to consumer tastes, so we plan to have new flavors every year!
Is the coffee in NESCAFÉ® Dolce Gusto® capsules a new variant of soluble coffee? We use roast and ground, 100% Arabica coffee in our hot beverages and soluble coffee in our cold beverages such as our Iced Cappuccino.
Why do you use plastic material for the capsules? In this particular case, plastic was the most appropriate material to use for producing the capsules. The NESCAFÉ® Dolce Gusto® capsule most effectively protects the coffee while in transit from production to consumption. It ensures that the product reaches the consumer while still at top taste quality which is maintained for a period of one year. It also has tamper–safe features. It provides the optimum convenience demanded by today's consumers while ensuring that they will enjoy the best quality cups of coffee from their NESCAFÉ Dolce Gusto® machines.
Could I use the milk capsule to prepare a glass of milk for me or my child? The milk capsules contain either whole milk or nonfat milk powder and some are slightly sweetened with sugar (see box for nutritional info). They have been developed to be perfect for the preparation of coffee and hot chocolate based beverages (Cappuccino, Latte Macchiato and Chococino) and are not intended for replacement of regular milk.The expiration date for the product is written on the box. The freshness of the product is assured for up to 12 months from the production date. This is achieved by hermetically sealing the product in the pod and by excluding oxygen. The only precaution is to keep the capsules in a dry, clean place away from heat or direct sunlight.
How do the capsules work? It's our patented smart capsule technology that gives you coffee house quality beverages every time. Here's how it works:
IV. Preparation tips
Can I combine products in other than the suggested way (e.g. use the Cappuccino milk capsule with the Caffè Lungo coffee or prepare a large coffee mug using the espresso capsule) which is recommended for a small cup? Nestle® product specialists have developed each recipe to deliver the perfect product when used as recommended. Of course, individual taste and expectation vary.
What water should I use to fill the water tank and prepare my beverages? Tap water is OK as long as it is free of odors that might alter the taste of the beverage. Bottled or filtered water is recommended. Always use fresh water and replace the water if system has not been used for extensive periods of time. Refer to System Manual for info on water hardness and impact on frequency of descaling. Do not use refrigerated water as this might impact the temperature of the beverage.
For preparing Cappuccino or Latte Macchiato you recommend using the milk capsule first. Why? By using the milk capsule first and then the coffee capsule, the foam of the final beverage remains a frothy white. This is the authentic way of preparing these beverages. If the opposite is done, the foam becomes brown. However, there is no problem with the taste or enjoyment of the cup.
Why do the milk capsules contain sugar? Some of the milk in the capsule is slightly sweetened (see nutritional values on the box) in order to deliver perfectly balanced taste and to add convenience for the consumer. Additional sugar may be added to achieve desired sweetness.
Why is the top of my coffee covered with a foam layer? The foam layer covering the espresso and lungo beverages is called "créma" and is the result of thorough extraction of the coffee contained in the capsule by hot water delivered at elevated pressure. Créma is a widely recognized sign of high quality coffee. Consumers can easily test the cream strength by smoothly depositing granular sugar on the créma layer. If créma is good, sugar will take several seconds before sinking under the créma layer.
Should I stir before consuming my Cappuccino or Latte Macchiato beverage? The successive addition of milk first and coffee second results in the authentic layered beverage (white milk in the bottom of the cup, brown coffee in the middle, white milk foam on the top). Some people prefer to consume without stirring (which will lead to changing experience during drinking). Some others prefer to stir in order to have a homogenous taste from start to end. It is up to each consumer to experiment and find the most enjoyable way.
How long can I keep the products? The expiration date for the product is written on the box. The freshness of the product is assured for up to 12 months from the production date. This is achieved by hermetically sealing the product in the capsule and by excluding oxygen. The only precaution is to keep the capsules in a dry, clean place away from heat or direct sunlight.
What cups should I use? Any cup would work great! The machine has an adjustable cup support to fit almost any cup or glass. Additionally, NESCAFÉ® Dolce Gusto® provides a range of cups in order to facilitate beverage preparation.
Could I reuse a capsule? Always remove and discard the capsule once beverage preparation is completed and the light stopped blinking. Never use the same capsule twice.
Could I leave the used capsule in the machine or should I immediately discard it? Once beverage preparation is complete and the light stops blinking, remove and discard the capsule.
How long does it take to prepare a beverage? Depending on the beverage: Espresso (50 ml) in less than half a minute, Caffè Lungo (110 ml) and Caffè Americano in less than one minute, Cappuccino, Latte Macchiato and Mocha which require the use of two successive capsules will take about a minute to prepare.
May I use the cold water function to make my coffee and/or milk beverage. We currently offer an Iced Cappuccino variety if a cold or "iced" beverage is preferred.
Can I put 2 milk capsules and only 1 coffee capsule to make it milkier? Or 2 coffee capsules and 1 milk capsule? Nestlé® product specialists have developed each recipe to deliver the perfect product when used as recommended. Of course, individual's taste and expectation vary.
Can I open the capsule? Do I need to open the capsule first? No, you must not open the capsule. Please follow the instructions in the user manual.
V. Rewards program (Perk Points)
Are perk points different from reward points? No, we just changed the name of the points program and we are working to bring you more rewards and benefits. The program rules have not changed and you will not lose your current points.
How do I use my 100 perk points to claim my FREE box of capsules? NESCAFÉ Dolce Gusto® machine. Upon registering your machine, 100 perk points will be credited to your account. When you checkout, enter your perk points to redeem your FREE box of capsules and shipping is on us.
Where do I get the product codes from on the box of capsules to earn perk points? You can find codes inside any box of NESCAFÉ® Dolce Gusto® capsules. The more you drink, the more you earn. We will credit your account 10 perk points for each capsule box code submitted. Please see program rules https://www.dolce-gusto.us/media/wysiwyg/Rewards_Program_Rules_9.2013.pdf
What do I do if a code is illegible or I get an invalid code or already used error? Please contact us at 1–800–745–3391, Monday – Friday, 8am to 8pm EST, Saturday and Sunday, 10am to 6:30pm EST and be prepared to provide your code (if legible) and the flavor of which the code originated from.
Can I redeem rewards and have them sent to someone else or another address? The shipping address saved in your profile is used when we ship your order. However, you can elect to revise your shipping address when you confirm your order. We cannot ship to PO boxes or APO/FPO addresses.
Can I now use my perk points to purchase my order?
Yes! We are happy to inform you that you are now able to use your perk points to purchase your order. The point value beside each item shows how many points are needed to buy that product. You can use both your credit card and perk points to purchase an order. However, it is NOT possible to use your perk points as part–payment for an individual item; they must cover the whole cost of the item. For example, a travel mug requires 120 perk points – therefore you will need to have at least 120 perk points in your account to buy this individual product.
To pay with perk points enter the number of points you want to use and press enter. The subtotals at the bottom of the page will list the amount of cash and the amount of points used. You cannot pay for shipping costs with perk points.
How can I check my perk points balance? Sign in to your account and go the My Account section on the dolce-gusto.us.website to review all of your perk points activity.
VI. Monthly coffee delivery program (Subscriptions)
Has the replenishment/subscription program changed? We are happy to continue to offer our subscription program with some new and improved features. You are now able to edit and pause your subscription. You can edit the frequency, quantity, and add or delete flavors. When you edit your subscription, the existing items will be added to your cart where you will be able to modify your subscription order. You can also add new flavors. Simply shop for yummy coffee house quality drinks and add them to your subscription. Please note that editing your existing subscription will automatically generate a new one. For example subscription 1 (existing subscription) will now be replaced by subscription 2 (edited subscription). You can review and manage all of your subscriptions in My Account on the dolce-gusto.us website.
What subscription frequency do you offer? We currently offer 15 day, 30 day and 60 day delivery frequencies. Unfortunately we no longer offer the 90 day shipping frequency. Please select a new frequency to continue to receive your delicious coffee house quality drinks.
How do I create a subscription? You can create your subscription as you shop. After your are done shopping and ready to check out, you will be able to manage your subscription details: (frequency and quantities) in the shopping cart.
How do I edit and/or pause my subscription? To edit or pause your subscription, sign in and go to My Account on the dolce-gusto.us website to review your existing subscriptions. Open the subscription you wish to edit or pause and click either the edit our pause button, accordingly. You can edit the frequency, quantity, and add or delete flavors. If you select pause, your subscription will be suspended until you resume the delivery. If you select to edit your subscription, the existing items will be added to your cart where you will be able to modify your subscription order. You can also add new flavors. Simply shop for yummy coffee house quality drinks and add them to your subscription. Please note that editing your existing subscription will automatically generate a new one. For example subscription 1 (existing subscription) will now be replaced by subscription 2 (edited subscription). In the case of paused subscriptions, once you are ready to resume your order, simply return to your subscription information and click the resume button.
Where can I find NESCAFÉ® Dolce Gusto® Capsules: In addition to our Monthly Coffee Delivery Program, you can find NESCAFÉ® Dolce Gusto® capsules on dolce-gusto.us. If you prefer, we are also available for purchase through Amazon.com and Bedbathandbeyond.com. For customers in California, you can also find Dolce Gusto at Sears and Fry's retail stores.
VII. My Order
What credit cards can I use to pay for my order? We accept American Express, Discover, Mastercard and Visa. To pay with perk points you must have enough points to cover an entire item. The point value beside each item shows how many points are needed to buy that product. You can use both your credit card and perk points to purchase an order. However, it is NOT possible to use your perk points as part–payment for an individual item; they must cover the whole cost of the item. For example, a hot & cold travel tumbler requires 170 perk points – therefore you will need to have at least 170 perk points in your account to buy this individual product.
When will my order ship? If your order is received by 12:00pm PST/3:00pm EST it will ship the same day. Orders received after 12:00pm PST/3:00pm EST will ship the next business day. Orders will ship according to consumer selection in order process. We do not ship on Saturday's and Sunday's, so orders made over the weekend will ship on Monday.
Can NESCAFÉ® Dolce Gusto® ship internationally? Unfortunately we cannot ship outside the United States, this is to due to the differences in voltage and exporting regulations. However, NESCAFÉ® Dolce Gusto® is available in a number of countries worldwide. Please visit www.dolce–gusto.us to find the specific country you're looking for.
How do I find my tracking number? A tracking number will be sent to you by email along with your shipping confirmation.
What should I do if I track my order and there appears to be a problem? If there is an unforeseen problem with your package please call 1–800–745–3391 or submit an email to us on our contact us page. We promise to get back you within 24 hours.
The shipping company returned my order to NESCAFÉ® Dolce Gusto® after several failed delivery attempts. What should I do? If you shipment has been sent back to NESCAFÉ® Dolce Gusto® please call 1–800–745–3391 or submit an email to us on our contact us page. We promise to get back you within 24 hours.
Can I choose a different shipping method? Yes, there are three shipping options to choose from UPS Ground, UPS 2nd Day or UPS Next Day Service. To be eligible for second day and overnight shipping you must place your order M-F before 12pm PST.
Can I have my order shipped to a P.O. Box? No, orders cannot be shipped to APO/FPO addresses or P.O. Boxes.
Will I have to sign for the package when it arrives? No, we do not have signature required shipping.
After I make my payment online, what will appear on my credit card statement? When you get your credit card statement, your payment will be made out to "CSI*NSCF DOLCE GUSTO®". CSI stands for Contac Services Inc. and NSCF is for NESCAFÉ®. Contac Services Inc. is a non–exclusive reseller of NESCAFÉ® DOLCE GUSTO® who we work with to provide you your exceptional coffee.
When will I be charged for NESCAFÉ® Dolce Gusto® coffee machine order? If you choose the Single Pay option at checkout, your initial payment includes all costs in full. If you chose the Multi–Pay option, you will be immediately charged for your first payment, which will include your first installment for the machine plus Shipping costs. At this time, California residents will also be billed for the full sales tax on the machine. Your 2nd and 3rd payments will be billed 30 and 60 days after the initial purchase date.
What are the details for the offer on TV? You can choose to make three payments of $29.99 (total order cost is $89.97) with a commitment to our Monthly Coffee Delivery Program. The first payment will be made at the time your order is placed and the second and third payments will be automatically billed to the same credit card 30 and 60 days later. If you would like to pay the full $89.97 at one time we have a special bonus offer. If you prefer not to participate in our monthly coffee delivery program, you can pay the full introductory price of $119.99 in full at one time, and still receive the 3 boxes of coffee and hot and cold travel tumbler FREE as our gift to you.
VIII. Return Policy
What's the return policy? You can return your NESCAFÉ® Dolce Gusto® coffee machine within 30 days of purchase for a full refund. Please note that the hot and cold tumbler and coffee are yours to keep. If there is an issue with an item purchased from www.dolce–gusto.us because it was damaged during shipping or because of a mistake made by www.dolce–gusto.us, please contacts us by phone at 1–800–745–3391. We're available Monday – Friday, 8am to 8pm EST, Saturday and Sunday, 10am to 6:30pm EST. If you return the machine within or after the 30 days from the date of your purchase, you will pay for the cost of return shipping. You will be refunded the cost of the machine only (original shipping costs are not refundable).
During beverage preparation coffee/milk is splashing out of the cup. Adjust the cup support to the correct level in order to not be too far or too close to the spout. Use another cup size or the recommended NESCAFÉ® Dolce Gusto® cups.
The beverage is coming out at an angle and not straight into the cup. The quality of the final beverage is not impacted and can be consumed. Before preparing the next cup, clean and dry the capsule holder, particularly the beverage outlet opening.
Once I finish beverage preparation and stop the machine there is still continuous dripping of product into the cup. This is normal: as long as the capsule is not removed and discarded it will continue to drip into the cup or the drip tray (once the cup is removed). The dripping lasts longer for coffee capsules than for milk capsules. To stop dripping, remove and discard the used capsule after the light stops blinking.
Upon removal of the holder and the capsule from the machine, some water/product drops are coming out from the top of the needle. It is likely that you removed the holder from the machine too soon. Always wait for the light to stop blinking before removing the holder from the machine.
It is difficult to remove the capsule holder from the machine at the end of beverage delivery. Do not try to remove the capsule holder too soon. Always wait for the light to stop blinking. If still difficult to remove, do not force. Switch off the machine and wait for 5 minutes before trying to remove.
Some drops of product are dripping out of the capsule holder as I remove the holder from the machine. Normally there should be no drops out of the capsule during removal from the machine and discarding. In order to minimize the risk of dripping on counter surfaces, a dedicated bin is provided with each machine purchase and should be kept near the machine. If dripping persists, check the condition of the black rubber gasket around the metal needle. If damaged or missing request replacement of the capsule holder.
Water/product is dripping out of the capsule after I discarded it in the bin Once the beverage is delivered to the desired strength/volume any remaining water (and some product traces) remains in the capsule in order to not dilute the taste of the beverage. Some of this remaining liquid might drip out of the capsule in the bin. The specially designed bin provided with the machine allows for easy separation of liquid and solid waste.
Water or liquid is leaking outside the machine during beverage preparation There may be an insufficient seal between capsule and machine.
Machine is on with lever selected (left or right) but there is no flow of beverage out of the holder.
I am experiencing no water flow For new machines, you must prime your machine before the first use. Please follow these steps:
I have primed my machine and I am still experiencing no water flow.
Why do I sometimes get different foam levels? The level of foam depends on the size of the cup, the position of the drip tray, and sometimes the milk and coffee powders which are natural products that might show a small seasonality effect. If the foam amount is significantly lower than normal, please use another box of capsules.
My beverage does not taste the same, cup after cup. What do I do wrong? Please follow the user manual instructions or the dosage recommendation on your capsule (for automatic machines). There may be a taste variation if different amounts of water are used from cup to cup.
My beverage is too cold Check that you are using regular tap water and not refrigerated water. If necessary, descale the machine following the System Manual instructions.
My beverage is too hot Check that you are using fresh tap water. Check if needle is free of obstructions and remove obstacle if necessary using a thin needle.
During beverage preparation the flow is too fast or too slow Some products (e.g. coffee capsules) are designed to flow slower than others (e.g. milk capsules) in order to achieve the desired cup quality. If flow is slower than normal, descale the machine (following the System Manual instructions) and clean needle by removing any obstacles lodged in it.
The taste of my coffee (Espresso, Caffè Lungo) or my mix (Cappuccino, Latte Macchiato) is too strong or too weak The products are expertly designed to deliver perfect taste with the dosage as shown. You may want to vary the amount of water until desired taste is reached.