Breville USA Reviews

Breville Please Help!

I spent $2000 on a Breville Oracle Espresso Machine a year ago and it has been sent back to them twice for repairs. The second time (last week) it was returned to me chipped, dented, scratched and stained. What used to be my pride and joy is now a eyesore in my kitchen.

I have tried to get in touch with them through web chat and email and they do not respond. I tried to call over several days and their phones are down due to technical difficulties. This is extremely frustrating.

I would love to hear from someone from their company to see what my options are before I move on to another brand. I shipped it using great care, but got it back looking like it was rolled down the street to my house.

UPDATE: 12/12/18: I received an email from Breville. with options for an exchange. I chose to pay them (deposit) for a new machine and they sent it to me with postage to send them my old machine for a refund in the original packaging. The new machine works as expected so far. I see that they updated the water filter. Looking forward to the refund and years of better performance from my Oracle. If all is well in the near future I will be sure to change my review score. Things happen, but it seems as though they are interested in making things right.

UPDATE: 12/27/18: My expectations have been met with my replacement machine and the timeliness of the swap out was impressive. I am glad that Breville was who I thought they were and that this was seemingly just an unfortunate chain of events. Thank you for making me feel like a valued customer.

Breville Grind Control grind brew coffee maker is not an inexpensive machine. Suddenly it s throwing an error and Breville is unreachable. I ve called their support number every business day for the last 7 days and counting only to get stuck in an endless que. Opting for a call back fails to get any follow up. So there s this 2 year old big, heavy machine on my kitchen counter that s malfunctioning and full of water and Breville support is unreachable. It s full of water. Dumping it out would probably drown the electronics and permanently destroy the machine. What am I supposed to do Breville? Don t buy Breville.

I purchased a Breville Tea Maker at Macy's, it stopped working after 8 months. Breville shipped me a new one, charged my credit card $123. I shipped/returned it to them August 11, 2017 Breville acknowledges receiving it. It is now August 28th and I continue to wait for the credit to my Visa credit card. It's been 2 weeks! $229 for a tea maker and you would think after the work their Marketing Department goes through to bring a product to Market, Finance/Customer Service could do their part and support it. Vacations aside, Breville needs to look at their Finance Department and see why they are not supporting Marketing efforts!

Just bought a toaster-oven and have a problem. Having no luck in trying to get info.

Unfortunately Breville's support does not treat it's customer the way I would expect a high-end manufacturer should. When calling about a part I needed before the holidays they could, as the manufacturer find NO WAY to expedite the $3 part I need to make the $300 coffee maker useable for our in-town guests coming in 8 days. So unfortunate :(. Will buy Krups (the line made in France) from now on.

Horrible DO NOT BUY A BREVILLE!
I purchased a 2000.00 machine that had all the problems others have listed they took it back for repairs and sent me a totally different machine RUSTED AND FILLED WITH SCRATCHED. I have emailed them two times no one answers or calls back. THIS IS NOT A HONEST COMPANY

Melissa at the front desk and Daniel Casares, were the most helpul guys ever. Your customer service, guys, over exceeded my expectations. I already loved the brand. Now I love it even more. I wish all companies had people like you and your culture for after sale customer service. Thanks so much.

I use to love the Breville Products. I have a Breville Microwave, a Breville Grill, a Breville Toaster Oven, and SEVERAL Breville Juice Fountain Elite Juicers. However, their customer service and un-ability to keep replacement parts in More

I love my Breviile.
but the customer service is not reachable.
My $3000 espresso machine is out of order now.
I ve been kept calling and left my number,
But still, the CS didn t call me back.

Disgusting Service!!!
Absolutely unprofessional, not customer oriented. Poor poor service! Agents know nothing and do nothing! Don t have any deal with them!
Order ( 493632)
I should have read all this review first before order. It s absolutely awful!!!

This is the scrappiest company ever I came in the morning at 8 a.m. I'm got out at 7 p.m.

Just got left on hold for over an hour and hung up. Trying to get my 4 month old espresso machine repaired. Terrible customer service! Take your money elsewhere.
UPDATE: February 16, 2021 and I am currently on another 1+ hour hold so far to speak to a product "specialist". These specialists don't have phone numbers, you have to be transferred to them and are left at their discretion on when or if to take your call! DONT BUY A BREVILLE!

OK, not usually the type to write a review unless osmething amazing happens. Well in this case, it did with Brev Service and Support. I had an issue iwth my $1200+ machine. It was about 6 years old and I dont know why but thought it was still under warranty. Breville advised me it was not and gave me some optiosn for repair which they provide directly and manufacturer. Pretty cool and way better than trusting thigns to some hack at a mom and pop. It was pretty expesive but they knocked off over $100 and started repair. Ended up rebuilding the entire machien which was probably about $500+ for them when you add in parts and labor. Got the unit back in the time stated and works better than ever. They even sent me new filters and full fresh delicious 12oz bag of hihg end coffee beans. Now many companies out there any more that can delivery service at this level while even making exceptions and discount to I was not crushed to death in repair cost. Top ntch and woudl recommend over and over again. Thanks Breville.

I have had the infuser for 5 months and for the past month I have been trying to get a replacement 2 cup dual wall filter. I have reached out to customer service multiple times via email and have gotten no response and my work schedule prohibits me from being able to call. I am so disappointed in this machine and the lack of customer service.

My espresso machine was under warranty but they wouldn t replace a part that didn t fit in the machine. To this day I have a disappointing coffee experience every morning because of Breville s truly terrible customer service. I will never buy from this company again, which is their loss because I m a lifelong coffee lover.

We purchased a Double Boiler Espresso Machine. We LOVED it. It was such a treat to have such amazing coffee every morning. We cleaned it, took care of, exactly as directed. After about 1 1/2 years the DESCALE indicator would not go off, even after descaling with their product exactly on time as per instructions. ( sort of like an oil change, every few months). We descaled multiple times in a row and the error still did not go off. After calling Customer Service, they said we needed to send it in for repair and since it was now out of warranty, it would cost about $300 to fix. They informed me they would fix it or they would replace it if it could not be fixed. They also informed me we would have a new 6 month warranty, As we loved the product, we paid the money and sent it in for repair. And then all went BAD!!!
After over 2 weeks our unit was returned to us dirty, with rust stains, and NOT FIXED!!! We were SO upset! I called Customer Service at least 15 times. They said I would "keep my place in line and an agent would call me back." No one ever called back. Sometimes when I called it said " agents are being trained" or there is a "service issue". I even waited on the phone for over 45 minutes on hold until they ultimately hung up on me with a message stating" technical difficulties". I wrote an email to the agent, whom sent the email stating it was fixed, with our case number, with NO response back.It even stated in the email to respond back directly to the email if there were issues.
We used to love Breville ( we own several products) however, with the customer service experience we received I honestly have never been more disappointed in a product or company. Things break and malfunction, especially with electronics, we understand that. But when a company ignores customer service what is the product worth in the end?
I feel ripped off. They took $300, did not repair our issue, and won't return a call. It is really despicable.

Great products but customer service in US is terrible now. They simply do not care anymore. Corporate will lose sales, time to change management

Ordered a bakery mixer from the company on November 25. Would love to be leaving a review right now about how lovely it is, but instead here is this...

December 1st - Product says shipping label was printed, estimated date of arrival is 12/8.

December 11th - Still no mixer, check tracking to find out it says the mixer has not even left their warehouse.

December 14th - Customer service finally gets in touch with me to let me know that we'll have to cancel that originally order and resubmit a new one, which is fine because the item is in stock.

December 21st - Still no reimbursement from Breville for the first mixer (they stated 2-3 business days, which would have been by the 17th) Second order hasn't even been confirmed that it's had a shipping label printed or left the warehouse yet (they stated that the replacement mixer would show up to my house no later than the 28th of December)

Ordering this item a month ahead of time you would like should be enough to get it here by Christmas. Turns out you have to purchase two of them in hopes that one shows up possibly sometime in the new year.

If you as a company are having trouble fulfilling orders or reimbursing cancelled orders, at least be upfront with the chaos currently going in your company so people thinking about doing business with you have an accurate representation of what they're getting into.

Thank you for absolutely nothing. (Will update with any news regarding items)

After 2 months of use, the light bulb goes out on my $400 BOV900.
I called Breville for Support to see if they warranty the bulb and save $10. Support had a wait time of 35 mins, so I do the call back option.
An hour later they call me. During the conversation, I find out the WHOLE OVEN has to be shipped back because they cannot replace the bulb per CSR (Breville Customer Care Team ref:_00DE0aKZy._5000y1Z2aZ1:ref) but it plainly states the instructions for bulb replacement on the oven door and to make matters worse, she kept cutting out... and finally hangs up on me.
I tried calling back 3 times and get pre-recorded message they were having technical difficulties and their automated system hangs up.
So I replied to the prior email CSR just sent asking for the invoice, requesting her to please call back, I cannot call in.... no reply.
Another email comes with instructions on using the prepaid label to ship item first or a link if I want to prepay for replacement up front, yet there is no attachment nor link... so I send another email, where is the follow up email with a label or link.... no reply.
I call over an hour later when their company phone service is working, but yet again, 35 min wait!!!

Finally, I gave up and started typing up my encounter with this company, their product and warranty service!

Apr 29 was my warranty call to Breville.

Initial experience: 1 star. I've had great customer svc from Breville in the past & we love our 920XL espresso machine. BUT there's something wrong with it, I need help, and I CANNOT connect with their customer support. Called 866# at 11:15 a.m. & after 15 minutes on hold, opted to "press 1 for a call back without losing my place in line". No call back. Called again at 4 pm Pacific time (their hours are posted all over the web including on their site as 8 a.m. to 5 p.m. Pacific time) & got a recording saying the offices were closed and the hours are 6 a.m. to 4:30 p.m. Eastern time. What the heck? Tried twice to submit an online problem ticket but their form requires entering your state/province and the dropdown menu for that is grayed out and won't work. Grrrrrrrrrrrr.
Okay, it's 9/17 and day 2 of Try To Reach Breville. On hold for almost 50 minutes but finally connected with a rep who was very helpful. Set up N/C repair w/NC for shipping back & forth. If all goes well w/that I will update and add stars. BTW the online form problem appears to be a Firefox issue as form works with Safari.
10/13 - Betty (our 920) has been home for a few days. The shipping box arrived from Breville so we packed her up and sent her back to Carol Stream, IL to be repaired. It took longer to get back there than the time it spent "in the shop"; they only kept it 1-1/2 days, which actually made us a little nervous. We sent Betty back with a detailed description of her several ailments. She was returned w/a generic checklist of what had been done, and no mention of doing anything like replacing the o-rings (which apparently are prone to failure pretty early on, causing internal leaks, moisture buildup, potential rust & problems). Essentially they reset everything to the factory defaults, descaled & drained it, and did "sealing & leak testing". So, not a great feeling about the thoroughness of the repair. BUT, we plugged Betty in and in the past 2 days she produced 4 quite good lattes and, importantly, didn't trip our GFIs like she was before, didn't leak from the steam wand, and didn't continually say "descale me" despite being descaled. Hopefully this state of affairs will continue.
I've changed my rating from 1 star to 3 stars. Still love the machine, but trying to interact w/customer service took WAY too much time and effort, plus a well-cared-for, $1200 espresso machine shouldn't develop a bunch of problems so early on.

Breville customer support is not even 1 star, it is non existiant.
Fro selling expensive small appliances, I was surpised and disapointed.
Will not reccomend to anyone!!

Terrible company terrible customer relations and service, promises one thing then takes your money and doesn't give you anything in return

DISGUSTING customer service.

Overall - money well wasted.
Not recommending.

Order placed and confirmed 04/11/2020. Payment was also confirmed on the same date. Have called multiple times and sent e-mails asking for shipping status and as of 06/12/2020 have received no reply. This is totally unacceptable. Order number is 00920909.

Quick to respond, thoughtful approach to resolve the issue and fair solution.

Our Crystal Clear kettle glass carafe started to come apart between the lid and glass rim, after years of use. We reached out to Breville, via phone, and were greeted by a capable customer service rep within minutes. Given its age, the kettle was no longer under warranty, so Breville offered to attempt a repair and if that wasn't successful (in their estimation) replacement with a remanufactured model (with a six-month warranty). This offer of repair/replacement included return shipping for a modest cost (about half of the cost of a new kettle).

Bottom line, we thought this was fair and quick response to our concern of yet another product adding to the local landfill if it hadn't been repaired.

The follow up mailing label has been printed and the worn out and deteriorating carafe is slated to be sent out later this week to Breville, who pledge a two week turn around.

So far, very good customer service.

Very long and very poor customer service. If you want to return an item you have to wait 45-1hr on the phone. NO CHAT SERVICES!

We bought a -supposedly - good quality, more expensive than average, Breville FOUR-SLICE toaster, which failed after 2 years.
I called their local repair facility in Torrance, CA, which is only 15 MINUTES from our home. but they do not allow me to bring in the toaster for PREPAID repair! I had to go through the frustrating, useless ritual of sending it (AGAIN, 15 MINUTES FROM OUR HOME) VIA FEDEX! They charged me, over the phone, via credit card, $ 70.00 prepaid, to repair it! It took TOO LONG to do whatever they do, and we finally got a box back! It contains A TWO-SLICE-TOASTER!!!! And, of course. we received this today, Friday evening, and their "customer service" place is CLOSED UNTIL MONDAY, and one can not even leave a voicemail!!!!!

Is there even a way to give zero stars? This has been the worst customer service ever. I sent in my espresso machine for repair... they lose it but can't contact me to say its lost. It took me calling 5 times (not an exaggeration) to just get them to admit it was lost, then another few weeks to all of a sudden determine my unit was "non-repairable" and they would replace it with a "brand new remanufactured" machine. Excuse me... it's either brand new or remanufactured. I told them I want a new one. I was told it was not their policy to do that. I asked to speak with a manager about this and they told me I would get a call from one... still waiting. I guess it is their policy to drag customers along for well over 7 weeks for what was supposed to be a ten day turn around.

Can t get a replacement Nutridisk cutter (Model: SP0010662) for my juicer since March2019. Called in and they said August!. Am I supposed to stop juicing? Am I supposed to buy another entire juicer just because they sont have parts? They said choose to be notified on their website when part comes in. Its now September, nothing! 6 months Breville still sold out ! Then said to check with retail stores. Dead end. Must look for another brand. Can t juice if there s no blades and Breville not helping me solve the problem. Horrible customer service and support

Absolutely fabulous customer service!!!! I highly recommend their products and will absolutely buy a Breville product again.