ComplaintsforBreville Espresso Machine
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Complaint Details
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Initial Complaint
09/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On November 29, 2022 I purchased the Breville Barista Express machine for approximately $600.00. In 8/2024, my machine started to malfunction. I called the help line on 9/6/2024 and after the representative assessed the problem by visualizing how the machine was operating, she presented me with two options. The first was to send in the machine in to be assessed. I would subsequently be charged a hefty fee for the repair. The second was to offer me 25% off on a new machine. Also I was informed by the representative that by selecting one option, the remaining option would be off the table. What kind of predatory business practices are these? After only using the product properly and correctly for 21 months I am now liable for a faulty machine. This machine is expensive and should not break down within this very short time frame. This is totally an unacceptable resolution and I request for the Better Business Bureau to investigate.Customer response
10/03/2024
Better Business Bureau:
At this time, I have not been contacted by Breville Espresso Machine regarding complaint ID ********.
Sincerely,
*********** ***********Initial Complaint
07/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased this coffee machine 9 months ago and after 7 months of purchase, I started experiencing that the machine has issues with its water pump with hiccups.The water pump was not working properly and I contacted the Breville service and opened a case.They asked me to do an online review to test the machine and asked me to spend hours on de-escalating the machine on the phone while they saw the machine having issues.Finally, they sent me a mailing label and asked me to send the machine back to them for repair.After 1.5 months, I received the machine with exactly the same problem and the same issue. I am really disappointed and speechless that they did nothing to fix the machine. I can't afford to lose the machine and the warranty is coming to an end soon.I need a new machine ASAP. This is really disappointing and not acceptable.Customer response
08/02/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Breville Espresso Machine has been resolved.The vendor provided a brand new replacement of the product and we are good now.
(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*************************Initial Complaint
06/06/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Date of transaction: 4/23/2024 $193.70 for a repair to my espresso machine Breville lost my espresso machine. ***** tracking number shows they never received the item. It took over 5 weeks to get a resolution from Breville with several calls on my behalf to them asking for updates. It took 5.5 weeks to receive a replacement espresso machine. They are refusing to reimburse the money I paid to have my machine repaired. Ive called 2 times asking to be refunded including one call with management and they continue to refuse.Tracking number of my repaired machine they lost: ***** ************ Tracking number of replacement machine: *** ****************** Work order number: **********Initial Complaint
04/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
i Have a 6 year old Breville Oracle machine. The gasket in the grouphead needed to be replaced. when trying to do that we stripped the s**** in the *********. We called Breville and sent it in for repair. i sent a note in with the repair asking them to just 'remove the stripped screw' What i got? They replaced a bunch of parts that did not need replacing and then charged me over $400.00 When they returned the machine...it still does not work!!! The same issue exists that we sent it in for. We called them and they offered us a discount on a new Oracle...yup, for our troubles we can buy one for $2000. I would like my $402 refunded and i will find somewhere else to take it where they can actually fix the machine.Customer response
05/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me and the matter has been resolved. Thank you Breville to Breville for their attention to this issue.
Sincerely,
***********************
Initial Complaint
03/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a Bambino Plus Espresso Machine in November 2022. It no longer produces a sufficient amount of foam for a latte. I have scoured the internet and tried every fix I could find. I have thoroughly cleaned and descaled the machine several times. I have been attempting to contact Breville online for a week. The online assistant is never online. I keep getting emails bounced back. I try to reset my password and it goes in a loop. I tried creating a new account with a a new email. It worked if I tried to order a product, but, when I tried to submit a request for help, it said my account doesn't exist. This is obviously a scam company with many problems that they do not want to acknowledge! I want my money back! If they want their garbage machine back, they can send my a prepaid return box.Initial Complaint
02/26/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On April 13, 2023, I sent my espresso machine to Breville to be repaired and returned to me. I was told it would take at least 4-6 months before I could expect it to be returned to me. I haven't received my espresso machine back so I contacted Breville for an update and was told they never received my machine and that I had to check with **** I attached the email from *** showing that tracking information isn't stored past 120 days. I called *** and they said they can track it beyond 120 days, but since I didn't create the label they couldn't track it and need the creator of the label to contact *** to look into it further. I requested Breville file a claim with *** since they created the label and they refuse to do so. I uploaded the *** email, tracking number/receipt when I sent it on 4/13/20203, as well as email communication with Breville. I have had numerous phone calls with Breville and asked to speak to a supervisor, but always told there isn't one available. At this point, I would love my espresso machine or a full refund. I am out my espresso machine and my money I paid for it, with no help being given from Breville.Customer response
03/22/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Breville Espresso Machine has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*********************************Initial Complaint
01/24/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Reference number ********** Broken machine by breville support. Waiting for weeks and didn't get any solution..My Breville double boiler is having a weak steam(Nov 28th 23), so I sent it for a free quote to repair(work order number: **********). However I have to reject the quote giving the fact it is charging nearly 300$ just for labor cost to replace some parts. So on Dec 29th, 2023, the machine get sent back to me.When I received the machine(Dec 30th, 23), I found the steam handle was separated from the machine. The actuator which connects the steam handle to the machine is broken.I tried to contact breville for a solution for a few times.The first time(Jan 3rd), the representative placed a free order for the parts broken. And promise it contains the broken parts. However, when I received the order( Order number ********). It is just a steam handle, doesn't include the broken parts which is actuator.The second time(Jan 8th), the representative placed a free order for the right parts(order number ********). However a few days later, the order get cancelled The third time(Jan 18th), the representative placed a free order for the right parts(order number ********), and told me the second order get cancelled, is because the second representative was trying to cancel the wrong parts, but somehow cancelled her new order. However, today (Jan 23rd) the order get cancelled.I am getting tired of contacting breville support over and over again and having to explain the stories from begin to the end. So I am asking breville can help fix the machine the service center breaks.*********************Customer response
02/22/2024
Better Business Bureau:
At this time, my complaint, ID ******** regarding Breville Espresso Machine has been resolved.(By clicking "OK", your complaint will be closed as Resolved.)
Sincerely,
*********************Initial Complaint
01/23/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I sent in my Breville Espresso Pro to get fixed. I paid the money they required to Fix it. They sent me an email stating it they fixed it and they shipped it. The tracking number never updated. After weeks of calling they finally said they would send another Breville espresso pro since it looks like my is lost in their warehouse. Now this replacement one the tracking number is doing the same thing as the lost one. This is unacceptable I have now paid over $1100 for this Breville pro and I want them to next day a new one or allow me to go into a store to pick it up.Initial Complaint
01/12/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
They falsely advertise a promotion, and now are refusing to answer me about my free kit they shouldve sent outCustomer response
02/05/2024
Better Business Bureau:
At this time, I have not been contacted by Breville Espresso Machine regarding complaint ID ********.
Sincerely,
*************************Initial Complaint
11/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 8/3/2022, my parents ordered a Breville Duo Temp Pro espresso machine for my birthday. I loved it, it was great, and then one day this September (2023), it started pulling shots extremely watery and way longer than it should. The whole coffee cup would be filled with watery espresso. I opened multiple cases in the support hub, called and emailed countless times, and they would give me one piece of advice to try every few weeks. I put a cleaning tablet through, I descaled the machine, I used a dual wall filter versus a single wall per their suggestion. Nothing is working. I reached out on ******* and they told me to DM them for help, only for their DMs to be closed. Nobody emails back. Nobody answers the phone. There is NO reason that a $500 machine should be doing this after one year and extreme care. I dont even want a refund! Im not asking for them to do anything except take a look at my machine to see if its internal. I am beyond frustrated with not being able to reach ANYONE. I just want my machine to be working properly.
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Customer Complaints Summary
41 total complaints in the last 3 years.
23 complaints closed in the last 12 months.