Krups Avis 

AVOID AVOID AVOID!! Ordered accessories for our coffee grinder on the 18th September... the order was lost by Evri.. contacted customer services after a week, they advised Evri would deliver it, they didnt... then it took four weeks to establish we did not receive it and they advised a replacement would be sent out after five weeks and we are still waiting. There is another order number which does not correlate to an order? I emailed raising a case, in response they have sent emails to the relevant department as they are not able to ring them? And still we wait... I have called twice as they are now ignoring case emails, I have called the company SE Groupe and left a message on their complaints answer machine, they have not called back, I called again this afternoon the latest update from 'John' is the person who deals with this is not in the office today so he will call me back in the morning... he assures me that he will resolve this issue... and still they continue to apologise... you cannot apologise for something and then continue doing the same thing as it negates your apology, John wont even admit that this is not a reasonable timescale for dealing with my complaint, they ignore emails and there is no way to escalate the complaint, this is what happens when customer services are farmed out to employees who are not allowed access to systems and have to rely on emailing the relevant people to resolve issues, nothing gets resolved, barriers to resolution are created and customers get frustrated and then they have to record messages for customers stating they will not tolerate customers verbalising their frustrations... maybe if they resolved issues in a resonable timescale customers would not be frustrated in the first place and would not express their displeasure and frustration at getting nothing resolved... order placed on the 18th September and still we wait... Product was Which recommended, shame Which do not review customer services... I will never buy a Krups product again!!!

Good products crap website. Coffee machines are great, however, the Krups website is the most unuser friendly website going, slow and unresponsive at best, Could do better.

The coffee machine had a fault as coffee grindings were coming out of the bottom of the machine. I wrote to Krups customer service for advice and they never bothered to reply. I returned the machine to the shop I bought it from. I got a Phillips one instead. Won't buy anything from Krups ever again as they have 0 customer service 🙄

My experience was the same as the other two reviews here.
My machine had to be returned after 9 months as it completely stopped working. It was then gone for 2 months before it was returned. 6 weeks later it stopped working again - this time the frother, which was no longer frothing. Again it was returned but on chasing up, I was told that I would have to pay for this repair as it had not been 'maintained'. Their evidence of this was some coffee splashes on the outside panel and some coffee residue in the coffee residue panel.
I repeatedly asked for a copy of their complaints procedure but am still waiting for this. I found them rude, disrespectful and completely unwilling to help in any way at all. They just want to blame the customer.

Arrogance is an excellent summary of this company’s so-called customer service team’s attitude. Our coffee machine EA90 has been sent back for repair 3 times. The first occasion was due to excessive demands for cleaning. The repair was botched, so back it went. Most recently, the touchpad stopped working, so back it went. In two conversations I was basically advised that the machine was in poor condition - we followed the cleaning programmes religiously. In the second conversation the ‘ Team Leader’ repeated the accusations. In particular he reported issues with coffee bean residue on the inner workings of the machine. I asked how this would happen and he put the blame on the coffee beans we were using and related the process he followed - high quality beans, kept in an air tight container and only sufficient in the hopper for the number of drinks required in that session. I expressed some surprise at this, suggesting if it was so important then I felt sure it would be a prominent message on their website and on the booklet which accompanied the machine. He suggested it was and that Krups were always a phone call away for advice. So, basically, all our fault. I have since checked the website - no advice on the intricate process required to avoid the ‘problem’ with coffee bean quality. I also checked the handbook - first page says to only put enough coffee beans in the hopper for 5 days use. So, is the Team Leader deliberately fobbing off the customer, or is the handbook wrong? I did submit a complaint in early June, followed it up 2 weeks later and again another 2 weeks later. No response. One for the textbooks on how not to deal with customers!

Do not purchase from this rude arrogant company.
We had a EA8050 which was the most needy coffee machine i have ever purchased.
The machine badgered you constantly for descaling then cleaning, then repeat.
I could live with the constant cleaning - but the machine failed at a year old, the milk frothier wouldn't froth.
Krups repaired it under warranty and the machine was returned a week later - excellent......
Approx 9 months later the machine developed the same fault again. I was at this stage having to froth the milk twice and it was still only luke warm, AND the machine was asking for a descale EVERY WEEK which i completed.
The machine was collected by krups and that was the last we heard for a couple of weeks.
We contacted them only to be told that someone else would call. Again the silence was deafening.

Eventually after a number of calls to them someone called us back.
The woman who was frankly rather rude and spoke over me at every point said first that our water was too hard - the machine had a hardness tester when purchased and we tested our and set it to hard as to the guidelines, we also used brita maxtra filter to lessen the calcium in the water.

She then changed tune and said we had not cleaned the machine, the machine again demanded to be decalcified and cleaned almost constantly.

I tried and mostly failed as she spoke over me, i tried to point out that if the water is too hard then the machine was unfit for purpose. And that we were constantly cleaning the machine as it demanded it. She just spoke over me again and again.
She stated that they were a multi national company and do not have problems with the machines - even though ours failed twice for the same fault.

She voided the warranty and said a third party would contact us about costs etc.
At this point i was annoyed with her arrogance and told her i do not want to deal with a third party as my contract was with krups, she told me she was going round in circles and ended the call.

We ended up emailing the company asking for their complaints procedure, again we were ignored.

Two weeks later we called again and demanded our broken machine to be returned. We had not been told how much to repair and the arrogance of the company was disgraceful. If it was one person who was poorly behaved then thats one thing but to be totally ignored by the company when asking for a complaints procedure is totally unacceptable behaviour multinational or not.
The machine was finally returned un repaired.
Krups have lost one customer for life....