Breville Group
reviews and complaints

In less than 2 years this $800 machine broke. The solution is a $300 repair! Parts are $40 and labor is $250. Utterly ridiculous that this company doesn't stand by their near $1,000 product. They should repair it FOR FREE or charge me for the $40 parts and cover labor on their garbage product.

Work Order #:WO00411034

I ordered this oven from Amazon and received it promptly. However, the crumb tray did not fit into the oven properly, it would not slide past the hinge on the left without serious manipulation, and then the door would not shut. Quality control is not on the menu at Breville. I arranged a refund immediately. This ruined my Christmas as it was a gift for a relative.

Support Case # R103467757 I Returned a brand-new coffee machine with the provided pre-authorized shipment label. Checked on the Canada Post website and the package was delivered to the warehouse on Oct 16 but I still haven't received the refund. Called customer service and waited for 4 hours to be contacted back and they were just talking like a machine and not being helpful at all. They keep saying the warehouse hasn't given feedback about receiving the product and they don't know how much time it takes for the warehouse to confirm that. EXCUSE ME? It has been ONE month and they still keep my money. I have never experienced such a slow and terrible return process like this in Canada.

Phone call 1: I called Breville to get the exact outside measurement of the foot span of product Toaster Oven BOV670BSS. I did want not the overall dimensions stated in descriptions (as there are parts that protrude and are included in the stated dimensions), to fit shelf space. After getting a callback 2 hours after requesting a callback, the assistant hung up on me while I reached for the above model number.

Call 2: Left a request for callback. Upon an operator returning my call about 2 hours later, she requested my email before proceeding and then asked what product I was calling about to reroute me. I gave her the model number. After she rerouted my call, I was put on hold for 1 hour and 32 minutes before I hung up out of impatience.

With customer support like this, I decided in might be better to buy a product from another brand.

Called their customer service department and they are unwilling to address my issue. They continue to give me the run around. My machine is only 1 yr old and I paid 1K for that machine and it’s unusable. They refuse to fix it and their processes are inconsistent. I’ve asked to speak to their manager and I never get any call backs. They are extremely unprofessional.

Called today 8/5/2023 to [protected] Australia. Call me back at about 1500 hrs Perth time, operator was very rude and terminated the call. My first question was to ascertain if a brand new product from Cash converters was eligible for registration. Rather than say no, she asked me the Model and serial number and then told m it was not registerable from that outlet. I questioned why she asked me the serial number and model number when she could have just said in the first instance , no, it would not be registerable from Cash converters.

What a rude individual!

regards

Martin King

We purchased the Breville soft top luxe kettle approximately 2-3 years ago. It suddenly stopped working without any prior issue. The on switch stays down but nothing happens. It is like the electrical circuit is broken and no electricity is getting to the kettle. There are no apparent obvious physical faults. The kettle has been used approximately once or twice daily by a couple. Having regard to the cost of the kettle at the time of purchase $200+ it is absolutely unacceptable for it to fail. Having regard to the cost of the item, the kettle is, in breach of the ACL guarantee relating to same, not of acceptable quality. Accordingly, irrespective of any warranty period, we are entitled to a remedy under the ACL. Repair, replacement, or refund. Despite contacting Breville, or trying to, via numerous avenues, phone, chat bot, email, we have received no response whatsoever in 4 weeks. Incredible! Never dealt with any major company with such poor service.

Accordingly, we have been left with not much alternative but to just buy a new kettle. Would never recommend Breville now for quality or service. Highly disappointing.

I have a 2227 toaster that has previously been replaced and the replacement is no better.Every time i ring i am told to ring back ,this has turned me off of breville.WHAT HAS GONE WRONG .? they keep saying the list of calls is full up .do you know how frustrating this is.please at least acknowlege my contact .i must say treating a customer like this is a good way to loose them.

Calling Breville customer services makes me feel like calling I*S - "NEVER RESPONSE" "NEVER CALL BACK" their customer service is the worst. my returned item was delivered more than 2 weeks ago based on UPS status, and I haven't received my refund. Even I sent two follow up emails, both responses were the same, just asked me to wait 7-14 days. so how many14-day term should I wait? I'm so sure they just copied and pasted the response from other email template and don't even mean to help anyone. unless you are 200% sure you will keep the item, otherwise, don't buy!

We bought the Bambino several days ago and have made nothing but poor quality espresso, weak coffee with a mushy soft puck. We called Customer Support and ended up on a video call where we were walked through how to make an espresso. (We are experienced espresso makers, as we've had a similar machine for 6+ years that just died.) The support was quick and good, so no complaints there. The support person tells us that we need 4 tablespoons (60 mL) of grind to make 60 mL of coffee (2 shots). That's twice what we have been using in the past and twice what is generally recommended online (general rule of thumb is 1:2 ratio, so 2 tablespoons (30 mL) of grind for 60 mL of espresso). We would not have bought the machine if we had known it took that much coffee.

I ordered and paid for a replacement water tank for my Nespresso machine since the original one leaked. (Purchased from David Jones but they said I must have dropped it and wouldn't replace it which was not the case).

I arranged to be at home when my order was delivered. I was and that was fine but now I find that the water tank has arrived without its lid which is really annoying. Now I guess I have to go through the whole process again. Really the small lid one would have thought was part of the water tank.

Disappointing since I was impressed by the fact that the order came well packed and on time.

Bought Breville Oracle One Touch espresso machine Dec2, 2020 for $2,500. Out of warranty, needs repairs. Called customer service to find authorized repair center. Got recording saying wait time is 90 min, leave a number, someone will return my call. No one called. In the last three weeks i have called customer service 17 times. Same recorded messages each time.

No callback.

i have filled out their online form requesting service.

No callback.

i called Sur La Table where i purchased the machine. They tried calling for me and got the same recorded message.

Called Wm Sonoma, another distributor. Same

non results.

Called 23 independent espresso machine repair companies around the country. No one will repair the Breville machine because Breville won’t sell them the parts. They suggested i call the manufacturer. Hahaha.

Starting the fourth week with no response from Breville. This company cares about sales and has zero interest in service. The worst customer service i have ever experienced!

I put a Breville coffee machine in to be checked by O,briens at seven hills on 31/01/2023. I have been waiting for a quote for 4 weeks to fix it. I rang again this morning and spoke to Pam. She said she would contact them. I just received an email from obriens telling me to drop the machine off. I can’t reply to their email. They don’t answer the phone. No body gets back to me directly from Breville. Now you are not taking calls. What sort of a business do you run? What the hell is going on? I have phoned countless times and obriens never answers calls. Can someone please ring now and speak to me immediately. I am fed up.

Bernadette Mcalister. Job no 172815 phone [protected].

I recently purchased a Breville THE ORACLE TOUCH - BLACK STAINLESS STEEL expresso coffee machine. It was a big decision for us to purchase as final price of this machine came close to $3000. To our surprise the coffee grinder broke within 3 months of the equipment purchase. Since then we have been trying to call customer service but again the heights of bizarreness is we get connected to automated voice message saying "all assistants are busy and we have your number and call you back", which by the way never happens. After calling numerous times and then submitting multiple service case requests (which is the only way to reach them as calls absolutely don't work; however service requests also do not get responses, which makes the customer really worried and anxious) one day we got lucky and someone picked our call. We were told the equipment has to be shipped back to their warehouse for repair and they will take care of the shipment. As this was December and we were going on holidays we requested them to send us the box and other details for shipping back in Jan. Since then the nightmare of phone calls (with no responses), multiple emails and again started. We are in a helpless situation with a broken $3000 expresso machine that we used barely 3 months. Really want to understand does Breville have any responsibility to provide customer service at all? never experienced this with any product service so far. First : 1. the instrument can stop working any time 2. then the customer is left with no service and no practical ways to reach out to Breville to fix the machine. By the way I am not even asking here the prime question that "why should a brand new equipment's coffee grinder should stop working?" we had a breville machine prior to this that we purchased in 2014 and it never gave us any issues and we used it for 8 years. based on that fantastic experience we decided to purchase again a Breville but this time went for a fancier Breville and got into this situation. very painful Lesson learnt is stay away from Breville or buy their very basic models.

I have a long sad story (that isn’t over yet) involving a $4k Oracle Touch coffee machine that I bought in June 2022. After 45days plus I’m still waiting for the return of my coffee maker or my money back.

In my opinion my experience highlights:

1. Potential quality and/or design problems with the Oracle Touch. (A 5.5mth old machine starts to trip out the power to the house).

2. A need for Breville to review how it repairs/ services an expensive large machine such as this. Why is this a return to base repair and not a in-house repair? Is this their most expensive product they sell and they are trying to shoehorn it into their old support and service structures. 

3. Weaknesses in their automated support hub (from a customer perspective). Eg: it seems that there are no automatic escalation to management for aged jobs (if there was - wouldn’t you as a customer expect a call after 45days), what appears to be an automatic close of jobs (to keep stats good?) once the initial job is logged, a work order is raised and a courier authorisation provided - seems to =‘Job Closed’. I’ve had to request my job to be reopened multiple times after it’s been closed by ‘the system’

4. Weaknesses in Support. 
-Logging updates on their support hub is like writing to Santa….. you get NO response.
-no one from Breville initiates a call to keep you informed
-no one from Breville appears to be proactive once a product seems to get stuck in a step in the process (eg: with a courier for over a week. See below)

5. Weaknesses in management. Even when you request a manager to call you they don’t 

6. Issues in Breville’s definition of customer service model. It actually seems like a self service model. From my experience the customer is meant to navigate and manage through each step of the repair process in the hope that they might get their machine back. Including following up couriers, Breville, and repair centres. For example my machine has been sitting at Star Track (courier) since Wed 11/1/23. According to my enquiries of Star Track, they are waiting on Breville to confirm my address details. I only became aware that the machine was on its way back to me because I found an entry in my Australia Post app. No one from Bravo the repair centre or Breville rang me to say that the coffee maker was ready and perhaps even give me an option to pick it up.

I am worried that even if I get this machine back, the machine won’t last long, and I will have to deal with this Breville non-customer service process again. Remembering too that the $4k machine only comes with 24mths warranty and Breville’s warranty repair processes have consumed almost two months of this.

I had called to obtain details about the coating(s) used in/on the Joule Oven and its accessories. I had asked specifically about PFCs, in addition to MSDS data. This is their emailed response (note: this was received following 3 phone calls with 3 different agents):

"We understand you have some concerns in regards to PTFE. We’d like to express that at Breville®, we are very safety conscious when designing and manufacturing consumer products with the safety of our valued customers.The interior oven walls are proprietorially nonstick, and it is temperature-safe within the oven’s intended use.

NOTE: Please be advised that all materials and compounds used in the manufacturing of Breville® products are considered proprietary and may not be disclosed. All Breville® products are food safe and compliant with all applicable product safety regulations and requirements."

No thanks, Breville. Even a straightforward "Yes, the coating(s) does contain PFCs" would have been an entirely acceptable response. After years supporting their brand, I will no longer buy their products and will take my business elsewhere.

This has to be the worst company and customer service experience I've had in my entire life. We submitted a fairly large order 3 weeks before Christmas but it was stuck in "processing" status the whole time. In these 3 weeks I called 8 times to customer service to either get the order into shipping status or get it cancelled completely, so we can attempt to reorder. The customer service people kept saying it was something wrong with our shipping/billing address, but that was a lie. We clearly showed them everything was correct. We even called our credit card company and confirmed the hold up was on Breville's side. So after 4 weeks, I finally submitted a second (duplicate) order because they said they'd either cancel the first or we could simply return it all for free. Of course, the second order was also stuck in processing status (even though we used a different credit card). After getting lied to and the run around by Breville's customer service for a month both orders suddenly cleared and were starting to ship... even though we asked them a dozen times to cancel the first order. Somehow they were unable to cancel the order... I'm over here trying to save Breville hundreds of dollars on shipping and somehow they don't have the capability to simply cancel an order? Now that all 16 packages are sitting in my living room I need to go through all the effort to return 8 of them. There is no place on their website to "return packages". The Breville team has clearly done this as a deterrent for customers to make it increasingly difficult to return packages (hoping the customer will get tired and just keep them). Because again you have to call customer service, wait for them to call you back 1-2 hours later, then get the run around again. My wife called first to return the packages and after an hour+ on the cal could only get through 4 packages to acquire the return labels. Because we didn't have enough time to stay on a call that long to simply return packages, we needed to call back the next day. I needed to call this time because she was busy. Every time I've called I've gotten increased attitudes from customer service, simply saying most of the 9 people I talked to were sexist. This time when I called I was informed that they were unable to start the return process for the remaining packages because of their costs... I never wanted these packages in the first place! Breville needs to fix their order processing system, customer service and overall business. I will be sure to go out of my way to make sure my friends/family never buy anything from Breville in the future.

1/12/22 - Just spent 30mins boxing/ packing up my LARGE, HEAVY and EXPENSIVE $4k machine - purchased 16th June 2022 to have it picked up by courier next week and sent to an authorised Breville repair group in St Peters NSW.

I now have to hope that it won’t get damaged in transit - because apparently that could be my responsibility.

I’ve a feeling this is a ‘lemon’. 3 weeks ago after its descale it wouldn’t heat up above 71oC. I had to unplug it and leave it over night. Luckily it worked in the morning.

This week it started spitting hot water out through the water spout intermittently and today it started to trip the house’s circuit breaker. A power issue?

So worse still - apparently a heavy $4k machine still under warranty needs to be transported to a service centre. And doesn’t warrant a home visit. And how long will it be away consuming my limited 24months warranty? No one knows!

I have a Miele microwave (cheaper and about the same weight) that gets on-site service!

169 days at 1-2 cups of coffee per day. Say 2cups. @$4k purchase price. That’s about $12 plus beans and milk for each cup of coffee so far.

Assuming I get it back repaired and without transit damage. I’m now very worried that this ‘temperamental’ unit will break again. 24 months warranty doesn’t seem like much time when an expensive machine only lasts 5.5months.

I bought a Breville Precision Brewer and it stopped heating properly with the 90 day window. I contacted Breville and they told me to ship it back. If it couldn't be fixed it would be replaced. With no followup, I receive an email about 3 weeks later saying I was going to receive a new precision brew. I was glad.

7 days later, the brand-new one did exactly the same thing.

My message to Breville:

This is the second brewer I have tried. The first one lasted several months. This one, the replacement, lasted exactly 7 days. I would like a full refund of my original purchase price please.

Their response was to tell me that I couldn't have a refund because I was passed my 90 day period.

My second response back:

The new one should have a brand-new start date of the day I got it!

I want a complete refund or at the very least, a credit to buy something else!

I am not going to just eat that much money when you guys should stand by your product.

No response from Breville so I decided to call them.

After waiting for over an hour, someone calls me back and tells me sorry no refund. I tell her basically what I said in the message. She told me that the date starts from the original one, not the replacement one. OMG what?

So I told her that makes no sense that the date would not start over from the last one they sent since it was a different machine!

She hung up on me!

Breville is probably the worst company other than Xfinity for customer support. As much as you pay for their items, you would think they would stand by their products but they don't. They make it easy to send things back for repair but they will not give you a refund if it continues to happen over and over again.