Review Time
They keep running me through the same thing over and over, its been ongoing for over 6 months and my espresso maching still doesn't work. They don't call back when they say they will, and have not listened to what my problem acutally is. It has been a terrible customer service experience.
I had the pleasure of calling the customer service line as my espresso machine was no longer achieving needed pressure. Cecilia created a video call and walked me through a number of steps which allowed her to understand and resolve the issue I was having with my machine.
Absolutely amazing service!
Breville has been awful, 800 dollar coffee machine, they tried charging me 300 dollars to fix, they came down to 250,got it back and the machine is still broken. It’s like they didn’t even test it, plus the machine was all soaked when we got it back. Customer service is horrible to get ahold of, would not buy another one.
Many of my support responses had nothing to do with my issue. My carafe spout was getting stuck and the labels were washing off. So why are you asking me where my coffee was roasted? And then recommending I make sure I press the pour button that doesn't exist on my machine. The responses would take a few days (fine, reasonable) but then the quality of the responses and the understanding of the support agents was pretty bad.
Only redeemed by the fact that they did offer a replacement. But the process of getting there could be improved.
The website just states that all appliance are not covered by normal wear and tear.
Our microwave has started to go rusty and the door is starting to melt around the window.
The model number on the instructions do not match any breville product I can search for.
The assistance I received today was truly outstanding. The representative was courteous, patient, and highly knowledgeable. They guided me through my problem with the Espresso pressure gauge and resolved it promptly via a video link. Furthermore, they explained the reasons behind the issues I faced and offered advice on how to prevent them in the future. What a remarkable asset they are to the team. Thank you once again; I am truly appreciative.
What went wrong this time? How can this company improve? This machine was intended as a special anniversary gift for my wife, but what should have been a memorable experience has turned into months of frustration, troubleshooting, and delays. When it functioned properly, the espresso was fantastic — easily deserving of 5 stars. That’s what makes this entire ordeal so disheartening. If the replacement eventually arrives in working order, my wife will finally receive the gift she should have enjoyed months ago. Even then, we’ll be uncertain about recommending this company, as the espresso quality is exceptional when the machine is operational — but the reliability and support have been markedly lacking. Since we purchased it in early October, the machine has faced issues with temperature stability, inconsistent water flow, and unreliable extraction. The support team had me perform multiple tests, descaling cycles, and workarounds — essentially turning me into a technician for their product. I wasted time, energy, coffee, and descaling tablets trying to fix a machine that never operated correctly. After weeks of troubleshooting, I returned the unit for repair. When it came back, it was worse than before — completely non-functional, with no water flowing through the group head whatsoever. A true failure of repair. Customer service has been equally erratic: - Missed scheduled video calls without any notice - Long delays in responses - Representatives who were impatient or dismissive - Repeated requests to redo the same troubleshooting steps - A supervisor request that was never fulfilled - Only after pushing back did someone finally offer a replacement To be fair, the representative who contacted me today was the first person who was genuinely kind, apologetic, and understanding. I appreciated her professionalism and empathy, but it doesn’t erase the months of challenges leading up to this point. How the company can improve:
- Honor scheduled appointments and communicate when delays occur - Train representatives to listen before repeating scripted steps - Stop asking customers to redo the same troubleshooting repeatedly - Improve repair quality control — a non-functional repair is unacceptable - Provide quicker escalation to supervisors when requested - Offer online chat support, which should be standard by now I truly wanted to love this machine. The espresso quality — on the rare occasions it worked — was remarkable. But after months of issues and inconsistent support, we’re honestly unsure whether we could recommend this company to others.
I submitted a support ticket regarding an enquiry about the steaming nozzle for my new appliance. I included photos, thorough descriptions, and all necessary details, such as the serial number, model number, and invoice. I anticipated a straightforward response, but instead received an email asking for excessive and unnecessary information. All I needed was a simple clarification about the position of the holes in the nozzle — a question that could have been easily answered with the information I had already provided. Consequently, I decided not to continue with the support request and did not respond to the email. Interestingly, I keep getting notifications indicating that there is an update to my ticket; however, when I log in, there is nothing available.
I sent my coffee maker for repair a couple of years ago, only to be told it was beyond repair, with an offer to buy a new one at a discount. However, after moving and prioritizing other things, I didn't act on it immediately, using another brand in the meantime. As the holiday season approached, I checked if the discount was still valid and was informed it couldn't be combined with a current promotion. Despite my attempts to clarify the lack of written rules, my concerns were dismissed. I requested to speak with a manager, but was never connected, which was very disappointing for a company of this stature. I later discovered that English-speaking customers were offered a better discount on a new unit, indicating a disparity in treatment. Unable to find a repair service, I researched and managed to fix my coffee maker myself with minimal cost and effort. This leads me to believe the company is either incompetent or misleading in their dealings. The customer service experience was frustrating, and the apparent bias towards English-speaking customers is concerning. I plan to share my experience online, but it won't be positive.
I purchased a coffee maker for $400, and within less than two years, it stopped functioning. I reached out regarding the problem but haven't received any response. Looks like I'll need to buy a new one for the holidays, but it certainly won't be from this brand.
Claim your business profile now and gain access to all features and respond to customer reviews.
Breville is based in Sydney, Australia with the US office located in Los Angeles. We design and engineer kitchen tools to deliver commercial quality performance that look great and are easy to use. We are passionate about listening to what obstacles the home chef encounters and creating a simple solution.
macengineers.uk
gowithsocks.com
evolutionfires.co.uk
mark1hire.co.uk
www.sentryair.com
bristol-gas.co.uk
nextstepsnagging.co.uk
www.biosafeone.com
stabuild.co.uk
csconnollyltd.com