Breville Avis 

this company far exceeded my expectations. the kitchen products are not only gorgeous to look at, but work wonderfully. i’ve purchased the large (bagel) toaster, kettle, barista pro espresso machine and 3-1 microwave. it was quite the splurge for us, but no regrets. i ran into an issue with the espresso machine and breville helped me fix it. they are truly a classy company and stands behind their products. breville customer for life!

I wish to share my disappointing experience with Breville after purchasing their One Touch Espresso Machine from Williams Sonoma for $1,619.95 in January 2024. Despite the high price, both the product and the subsequent customer service failed to meet expectations.

Shortly after purchase, the machine malfunctioned. The initial customer service response was promising; they facilitated a return for a replacement. However, I was soon informed that the replacement was delayed due to stock issues—a critical detail that was initially omitted.

My ordeal continued with further miscommunications and unmet promises. I was given the option to switch colors, wait indefinitely, or accept a store credit that unexpectedly did not cover the full amount paid. Moreover, an attempt to add an extended warranty was mishandled, and later attempts to resolve taxation errors on a new quote were met with accusations of dishonesty from their team.

Throughout this frustrating process, I have also emailed Breville’s corporate office seeking resolution and have yet to receive any response. As of now, it has been over a month without any satisfactory resolution or adequate explanation from Breville.

This experience has revealed significant flaws in Breville’s customer service. Potential buyers should be wary of the support they might receive post-purchase. I am now exploring other options, including seeking assistance from consumer rights groups.

Rating: 0/5 - Beware of potential service issues and product reliability with Breville.

Bought my machine from Amazon in June 2022 and my machine didn't even last a year before I was told to send it in April 2023. They never contacted me that my machine wasn't sent or that it was lost. When I called in October 2023 they said they would look into it. Now February 2024 and after me having to contact them and them never contacting me they said my receipt from UPS from April 2023 wasn't enough proof I sent it to them with their label and their shipping program through UPS. Now they won't replace or do anything about the order. I can not make a claim for ups which they say is who I have to contact because I was not the original sender and the tracking number is too old.

Absolute worst customer experience. Have been on the phone with them 4 times. Each time they assure me someone will call me back right away as they have to escalate my case. Crickets. And note that I purchased directly from Breville. To top it off, all emails remain unanswered - and their customer portal is unmanned. Who runs a consumer-facing business like this in this day and age??

I have had a Barista Express for several years that has worked fine until 6-9 months ago and then the start button began to malfunction on occasion. Finally after MONTHS of trying to figure out the problem we sent the machine in for a scheduled inspection.
We received an email that our machine could not be repaired and offered a 35% discount on a new one.
We received our old machine back, but now it doesn't work AT ALL so we had to toss it.
I sent an email a week ago asking how to purchase a new machine with the offered discount and I have heard NOTHING! I even sent a follow up email 2 days later and still have not heard from anyone.
I don't understand how such a large brand can conduct business as they do. My advice is to avoid them.

In my opinion, Breville is a big disappointment, and their low score on Trustpilot is a reflection of that. I've had a few of their products and almost all of them have either been defective in some way, or stopped working properly after a relatively short time.

They seem to have sacrificed genuine manufacturing quality in favor of superficial cosmetics and meaningless features.

As many others have also noted here, their customer service has deteriorated and their service can be presumptuous, self-contradictory, and, at times, rude. With a few notable exceptions, their communications are disjointed and frequently lacking in follow-up.

I won't be buying any more Breville (aka Sage) products and I certainly can't recommend them.

Breville customer NO support My unit is 15 months old. My 3 friends that had same model said they had no issues, I had read reviews so I bought for the first time an extended warranty on a product. I have used filter water, the charcoal filters and descaled the machine as soon as the flashing or solid light was illuminated. Last week I illuminated before I went on a trip, portafilter , steam and water flow all normal. 3 days away I came back and the steam and hot water did not function. I called customer support, their training extends to if it doesn't function send it in for $264 to get repaired, they have no technical knowledge. I thought that I would de scale it again, the water and steam function worked fine during the descaling and also when I made a coffee again . Support's only input was that the steam and hot water may have scaled up or the switching function was not working, they did not know if the switch was mechanical or electrical. They had no other input other than to send it in for $264 which is more than 30% of the machine cost. Breville should offer a longer warranty and also if a customer is not happy with support they should transferred to someone with technical knowledge.

If i could give it - 5 stars I would!

I don’t write reviews normally but this had to be said.

First I I’m charged without receiving a product back in 2021!

Than
They charged me almost 70 USD for January 2023 for absolutely nothing I didn’t buy anything I haven’t bought anything ! I call I can’t get through, I email multiple times they stall and then they say I’m inactive!! Inactive how? I pressed every link and called every number and email u a bunch of times how am i not reaching out. All I get is automated responses and now you wanna close my case !

SCAMMERS SCAM DONT BUY FROM HERE DONT GIVE YOUR INFORMATION!

STAY AWAY !!!!

yes I am pissed the F off you owe me 118 USD. In total!!!!

WORST Customer Service & defective product
Breville BOV845BSS Smart Oven - This product stopped working within the first couple months of the purchase with an E01 error. It just doesn't turn on.

I had logged a ticket back in August and have followed up on it many times but without any response back from Breville. After many calls with holding times of more than 40 mins each over the last few months, I am really frustrated with the lack of response from their customer service. No matter what time you call, it will NEVER get answered.

This is the WORST customer service experience I have had. They don't even deserve 1 star