Complaints

• Initial Complaint

  02/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a Breville One Touch from ******** Sonoma in November 2021. The machine started throwing an error code within six months of ownership. After a brief search online, it appears to be a common fault with the milk frother temperature sensor. After multiple attempts to contact Breville, customer support authorized a return so the machine may be serviced under warranty. It has now been over a year. I have sent 30 + email/phone calls/chats, and my machine, and I am still waiting to receive the authorization slip and packing materials to return my defective machine. When I call the support number, I either receive a message stating to call back during business hours (even though I am calling during business hours) or the wait is 45 minutes plus, and support will return your call. I have yet to receive a callback, with my most recent call being on 2/6/2022. I have also emailed customer support multiple times with the most recent outreach being 2/6/2022. They have been unresponsive to my emails since November 2022. However, I can see via their support portal they have received my multiple case submissions. ******** ****** is unable to assist, as the warranty is through Breville.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought the Breville Oracle touch in black stainless steel from ******** Sonoma in ******* ** on Oct. 15, 2022. Yesterday, 1/20/22, the grinder on the machine stopped working. I followed the trouble shooting steps to ensure the grinder area and portafilter area were clean and not clogged. The machine is still in new condition a used about once a day as my wife makes coffee each morning. I then proceed to contact breville support through the breville website. Support chat agents were offline the entire day. I called the 800 number mulitple times and kept getting a message that Breville has reached its capacity on support calls and could not take my call. I spent over three thousand dollars for this machine and barely three months in it stopped working and now no one is available to fix it? I need someone to remedy this ASAP. We have no other means for making expresso/coffee as we didn't think with buying a $3k machine we would need a backup coffee machine in case it failed.

  Customer response

  02/16/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Breville Espresso Machine has been resolved. Breville sent me a new machine to replace defective one. 
  

  (By clicking "OK", your complaint will be closed as Resolved.)

  
  Sincerely,
  
  *******************

• Initial Complaint

  01/04/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a Breville coffee maker from Amazon and within a year of light use it has stopped working. I have tried reaching the company on several occasions. Over the phone, they gave me random troubleshoot suggestions which of course didn't work, everything that is written on the manual has alreaady been tried. We didn't buy a $250 coffee machine for it to break down in less than a month. When I asked them to refund me they emailed me that they will repair the machine for us. I do not want to get it repaired, there is obviously a mechanical problem with the machine and they should be giving my money back at this point.

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a Breville Barista Pro espresso coffee machine this week. On the box of the coffee machine, it markets that "UP TO $400 value - BONUS SPECIALITY COFFEE" through *********. But when I open the ** code and wanted to redeem the bonus, it shows the event has already ended TWO MONTHS ago. It seems strange that they would sell the machine even if the event period wasn't extended. I felt cheated. The free Barista Kit is available to most customers around the world, but only to those who subscribe to their ********* service in the US. But just like I said, I bought the machine at the end of Nov 2022 and the ********* event already ended almost two months ago, which means I not only lost the $400 value of coffee beans and also the free Barista Kit. Breville's business practices make new customers feel really bad about their company.

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Breville Vertuo Next Deluxe Expresso Machine, Model #BNV540DCR, Serial #*******************, was purchased ******************************************** June and I filed a Case #********** with Breville.They never resolved the complaint. I have tried to contact them through their website digital chat but they dont respond. I have tried calling them at **************, but they dont respond. The system says that they will call back but they dont There are numerous posts on Reddit on the internet that the machines are defective I would like to exchange it for a new model Thanks

• Initial Complaint

  11/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have a Breville oracle touch espresso maker that I need to get repaired. I have been calling them for a week now and have been using their internet chat and keep being transferred to a department that never picks up the line. I informed people from this company about this but they said this is the only department that can help me. Please help me. I have spent many hours trying to get service.

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Sep 22 I reached out via email to Breville. Our expresso machine had stopped working. They told me I could ship it to them and they would repair (or replace) it for $319 flat fee. They guaranteed a 6 month warrantee on the repair . We sent in our expresso machine and paid the $319. It took about 3 weeks to wait for the box, ship it, and wait for it to come back. They always responded within 24 hours with any questions I had about the return/repair, etc. When my husband went to use it, it was still broken. On Oct 23 I emailed in to explain that our machine was still broken and asked how it could be resolved (either we ship it back again OR they send us a replacement and we ship back the broken one). This is where things have gone down hill fast. The first experience the same employee answered all my emails and got back to me fast...since Oct 23 I am getting NO WHERE. It has been ************************************************************************ for more info and then never reply. I have had 4+ different random people reply (I have emailed several times) and once I reply I am "ghosted." We have called in twice with no call back. This is the reference #********** At this point we want one of the following resolutions 1. Our money back (our machine is broken and we can buy one somewhere else).2. A box/shipping label to get our broken machine repaired 3. a new or refurbished one sent to us (and we send back in the broken one).Thank you sooooo much for your help

  Customer response

  12/01/2022

  At this time, I have been contacted directly by Breville Espresso Machine regarding complaint ID ********, however my complaint has NOT been resolved because:

  After multiple emails from different customer service reps asking me to "explain the problem" (getting no where/copied/pasted responses), someone finally sent me the option to have a new machine shipped-all I have to do is return my broken one within 25 days to avoid being charged.  I DID get a new machine, however, I never got the pre-paid label to return my current one...and was emailed that I would get charged if I do not return it in 25 days. 

   

  Again, the crazy cycle of emailing and asking for the return label has resulted in ridiculous responses ranging from "we haven't heard from you, your case is now closed" to "can you explain the problem" to "have you tried restarting the machine?" All in response to me asking for the pre-paid label they said I would getting in a separate email (I have checked all spam too).

   

  So ultimately, they did send me a new machine, 1 month after getting the broken.  I do not trust I will not be charged for it, but they are so horrible at responding, I feel like the issue has not been fully resolved.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ***********************

• Initial Complaint

  06/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On September 6, 2021, I ordered a Breville BES870BSXL Espresso Machine. The device worked perfectly for 4 months then suddenly stopped heating the water to the correct temperature resulting in poor coffee. I contacted Breville and they had me measure the temperature of the water which was 160 Degrees Fahrenheit. They had me send the machine back and then returned the same machine which now heated the water to 195 Degrees. It worked fine for a month and a half and then again stopped producing good coffee. We checked the temperature and it was again down to 160 degrees. I contacted the service people at Breville but this time was told that the machine was fine and that I couldn't measure the temperature as I was doing even though this was what they had me do the first time and the temperature readings always corresponded with the coffee quality. I asked to return the machine for a refund if they were not willing to fix it and have heard nothing from them for a month. Whatever help you can provide would be greatly appreciated. Thank you,*********************

• Initial Complaint

  06/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  ********** - I just got my machine on 12/15/2021. I used it to 5/31/2022, now there are issue appear. I messaged Breville and asking for warranty and trouble shooting. 6/1/2022 someone called me and help trouble shoot. Rep ***** that the coffee not fresh that is why my coffee will not able to move to expresso press. The meter only will stay on pre-infusion area. Coffee taste like drip coffee. I told rep that the Clean/descale light is not broken. Rep side it is not that big of a deal. Customer should keep track on their own. So its ok it is broken. After I have other questions, rep ********** our calls and never call back. I message Breville back on 6/3/2022, they didn't response. Then I messaged 6/13/2022, Breville only response with a video and close my case 6/15/2022. ********** - open another case on 6/13/2022 with this message. I was working with rep to have my machine trouble shoot. Rep convinces me because the coffee is not fresh so that is why when I make my coffee it will not goes past the pre-Infusion ****. To able to get the coffee press to the Espresso Range area I need fresh coffee. After I spoke to the shop, people know about coffee. It is not convicted. I remembered when I bought this machine and it was fine. I can use the type of bean I always been using. Also, the rep told me the clean/ descale button light will not light up is not big deal, I should able to manage the cleaning time myself. Now I am writing to let you know. A big company like Breville should stand behind your product. After using 7 months the clean/ descale light turns off which mean to me that the sensor already having issue. It gives me signal that this machine soon has more issue function. My brother got his for 3 years and he have no problem. The light went out and sometime the wand will not heat up the milk is a big deal for me. If customer have to go buy fresh ********************** every day to able to have espresso press then what is the point. Breville once again ignore my message.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩