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.
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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.
