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3.5
Updated by user Apr 03, 2019

After finally speaking with Breville, they expedited my case. They ended up sending us a brand new machine and remedied the situation.

It was very frustrating, but in the end they did follow through, it just took time. I do love the Breville espresso machine and am happy they finally were able to back up their product.

Original review posted by user Mar 04, 2019

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.

Reason of review: Poor customer service.

Monetary Loss: $1100.

Preferred solution: Deliver product or service ordered.

Breville Pros: Love most of their products.

Breville Cons: Customer service is non existent.

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