Breville

I have had 3 consecutive Breville Oracle Coffee Machines over the last 5 years. Each unit has failed with thermostat issues after circa 2 years. I have spent two days and numerous calls with their Customer Service Unit without any consideration for my failed unit. After paying circa $700 in repairs for the 1st and 2nd machine - I received a lot of… Read more

"oh we are sorry" regarding the 3rd unit - but that said absolutely no resolution nor offer to service my 3rd unit (without further cost). Poor machine and extremely poor service.

Our Breville blender/food processor jug exploded yesterday. A hole about the size of a tennis ball smashed out the side. I spoke with Breville's customer service people who initially tried the ludicrous line that this was "normal wear and tear"! Absurd. When they agreed that under no circumstance would normal wear and tear include a hole… Read more

smashing out the side, they then said "Well, it's out of warranty, so we won't replace it."

Our rights as consumers are not constrained by the warranty per se. We have right to expect that the product will continue to function as intended. Gradual wear and tear is to be expected. But a fundamental failing in the structural integrity of the product is not.

Thank goodness we suffered no injury apart from a small scratch. It could have been catastrophic had the ejected piece hit a family member.

Extremely unimpressed with Breville's ethics.

We wanted to give a huge Shoutout to this company for their very excellent customer service. We’ve had a Breville barista express coffee machine for approximately 4 years. In that time this little machine has operated without missing a beat. We had… Read more

an extracting issue with some beans, so made contact with Breville. They were so helpful and we were able to solve that problem while learning alot about types of coffee beans along the way, but our biggest tick to the company is when our trusty machine started to falter recently while it was heating/stretching the milk. We contacted customer service once again and after some attempts at problem solving, they requested the machine be returned. They picked it up from our house, repaired/replaced the pressure valve assembly and returned back to us along with a new descaling gift. Fantastic service Breville. We salute you and you now have our loyalty to your brand. Breville will be the our first port of call when looking for any new appliance.

I give Breville Customer Service a “one star rating” because there is no lower score. It is the worst customer service I’ve ever received from any company. The most recent example: several days ago, my 10 month old $3,300 Breville Oracle Jet… Read more

coffee machine touch-screen computer display froze, thus making the machine inoperable. The machine is REGISTERED.

But as always, if you have a problem with a Breville product, the registration means nothing. You need to RE-log into the Support page from a menu on the (already logged in) Breville homepage. Then you APPEAR to have three choices. You can try adding your name to a lengthy phone list and wait for a call back (I’ve been waiting for days!); or you can turn to the “Chat” option - except it’s always offline!; OR by process of elimination you can lodge a support “case” through the Support webpage.

This is not just a matter of linking to your REGISTERED product! No indeed! Breville wants to be spoon fed information it already has, and wants to make it as hard as possible for you to get support!

So you’re required to fossick around looking for: the product model number (this can be found on the product label and typically starts with the letter B or S, for example BES990BSS); a 4-digit batch code/PDC (also printed or engraved on the product label) - but if you can’t find this, Breville says “the serial number will suffice”); the serial number (located under a bar code on the back or bottom of the machine); and a photo, scan or screenshot of the original proof of purchase (where we can see the date of purchase, store name and product).

Without this information your “case” cannot be submitted.

Then, after you submit the “case” an automated Breville Customer Care Team (an oxymoron!) email will arrive undertaking to respond within two working days. In my case I’ve been waiting FOUR days, and still no response. So my $3,300 Oracle Jet coffee machine is just a useless pile of shiny metal.

The moral of the story is NEVER BUY BREVILLE! The only thing they’re interested in us your original purchase!

The warranty and repair process is fairly ordinary. My machine which is still in warranty began tripping the safety breakers in the house. Lodged a warranty claim, and was advised to pack the machine in a sturdy box, which was difficult in itself… Read more

and it would be picked up by courier. They stated in the email that they take no responsibility for poor packing. So I had to purchase what was hopefully a suitable very large box and sent it away. (They should really supply a suitable box if needs to be packed a certain way)

The machine came back in a box that was practically falling apart (I have pictures), and while the tripping fault was fixed, the automatic milk frothing lever is now getting jammed and won’t spring back to i’s original position when used. I of course raised this and now have received no response. I never even received a report on what was fixed in the box or by email.

In short, I like the machine, but cannot recommend breville due to poor warranty processes, repairs and customer service. I would also advise keeping the very large box and foam it came in if you intend to purchase one.

Hands down, best customer service I’ve had the pleasure of dealing with. My father in law accidentally broke a heating coil on his toaster over he purchased about 1 year ago. No receipt or warranty, not a problem according to Breville. They paid for shipping, fixed the part, and returned the oven like brand new with a new warranty. Thank you so much! I will recommend Breville to everyone I know.

Needed a simple part for an old machine. No expectation of getting part from Breville but thought I would ask on off chance they might have one. Received standout rude, disrespectful and avoidant customer service. Will not be buying this brand again. Slam dunk Breville.

Disappointing quality and worse customer service I purchased the Breville All-in-One Hand Blender with attachments expecting a premium product from a brand I previously trusted. Unfortunately, my experience has been nothing but disappointing. The unit arrived with a broken component, which had to be replaced immediately. While this was… Read more

inconvenient, I accepted it and expected the product to perform properly long-term. However, after just 26 months of normal household use, the entire system failed and stopped working altogether — right before Christmas.

For an expensive appliance, this is completely unacceptable. A product at this price point should reasonably last for many years.

When I contacted Breville, I was told the product was no longer supported, could not be repaired, and that the best they could offer was a 40% discount on a replacement. This response effectively acknowledges the product was faulty, yet Breville refused to meet their obligations under Australian Consumer Law, which requires products to be of acceptable quality and last a reasonable amount of time.

The customer service experience was particularly disappointing. The team was unhelpful, unsympathetic, and unprofessional, and even went so far as to challenge me to take the matter to the ACC rather than addressing the issue properly.

Breville is a brand I once respected, but this experience has shown a complete disregard for customers once the sale is made. Treating customers as an inconvenience and dismissing consumer rights is not acceptable.

I would never recommend Breville products to anyone and will not be purchasing from them again.

My Brista Touch coffee machine broke less than a year. Called their support to ask for a repair centre so I can drop it off for a repair. The person by the name of David T is very rude and not helpful at all. Not only he rejected to give me the details of any repair centre, he hanged up my call when I asked to be transferred to another agent. The… Read more

worst customer care I have ever experienced. I will not recommend their product because it is THAT hard to get them repaired. You can only wish they don't break.

We bought a Breville coffee machine. It never worked all we got was black water. I contacted Breville got to talk to a robot. Contacted phone number overseas call centre useless poor English and didn't care. Given an email adrees to contact. Message… Read more

no reply. I took machine back to retailer they were great full refund purchased a different brand works great. Breville is a bad company to deal with after sales services atrocious.

The Oracle BES980 makes great coffee (8600) cups so far but the support from Breville is awful. I had great difficulty getting anyone to understand the problem at the start and one of the faults was present at the start and Breville wont bear any iof the cost for the replacement part that cost nearly $300

After 3 years light use the machine stopped working during the descaling, have contacted customer service for a manufacture repair without being informed there will be a charge for the service, and I have to physically drop off the machine at their service center, was later issued $380 bill for repair fee, compare to a $540 purchase price, this is unreasonable for the lack of upfront disclosure. Breville is arrogantly ignoring consumer's rights

UNABLE TO GIVE ZERO BES980 machine making loud metal to metal sounds when grinding Was advised that machine had to be inspected before any could be action taken Sent to Breville service agent 1300 km away and returned 2 weeks later with the same fault Customer service stated that matter referred to management but still waiting for a response Major… Read more

failure under warranty but still no replacement or compensation offered by Breville BUY ANOTHER BRAND AS WARRANTY IS NEXT TO USELESS

ONE MONTH LATER Still no resolution from Breville to address issues raised NO contact whatsoever after sending videos of fault over a month ago DONT WASTE YOUR MONEY WITH THIS COMPANY

Absolutely trash customer service. Willingly send you on a wild goose chase. We were forced to take our espresso machine to one of their service repairers, which I did obligingly and paying $50 to have the unit assessed. The service agent did the work without any approval. I was sent the bill after repeatedly saying to Breville I wasn't prepared… Read more

to cover the cost of repair. Even though our unit was only a few months out of warranty the ACCC protects the consumer stating it is still the companies responsibility. Breville ghosted me. I sent multiple emails and trying calling with promises of a return call. I sent a letter of demand and no response. After ONE MONTH I finally got onto an agent that was decent and actually helpful. Apparently the service agent had misled me and Breville failed (for a month) to let me know it was the service agents responsibility to contact them, they chose to ignore all of my emails and say nothing. Breville has since declined to pay the bill citing it was wear and tear and that the steam wand was blocked even though I routinely service the unit. But apparently I'm meant to be soaking the steam wand in a solution- not mentioned AT ALL in the product manual. The service agents also failed to get any approval to do the repairs. This company is dodgy as. They do not stand behind their products at all and place all the blame on the customer. I've already reported them to the ACCC. Please do so too if you have similar issues. I won't be buying Breville ever again.

Super frustrating experience with their products and customer support. I purchased a toaster and kettle set from them but the toaster was broken after only 6months of usage. I raised a ticket from their 'customer support' and received a message after one week. They asked me to ship the whole product to them so they can replace it. There is no… Read more

store that I could bring it there to save some time! I did what they told me and they said the new replacement is going to be delivered 7-10 business days. How fast is that! Then I waited another half a month with no kettle or toaster to use in the mean time. There wasn't anything and no response from them! I was so frustrated to send them another email until they told me there seems to be an error with their backlog and asked me to wait for another 7-10 business days! I just can not believe this is the customer experience from a top Australian appliance company. I would never or let my friends buy anything from Breville. Thanks for the lesson learned!

Grinder BGC820/C - 5/5 - best grinder for the $$$ Breville support - 1/5 Our ~8 year old BGC820 died after many many many coffees. So we bought a new one. Used the same grind (12) and time (25) settings as the old one, with the same packet of beans. Something was wrong - the portafilter overflowed and the grind was really coarse. Tried grind… Read more

8 and time 20 - still way too much output - ran a shot (Breville Dual Boiler) and pressure got to about 4.

It should be 9.

Tried grind 4 and time 16 - pressure about 6, not usable.

Tried grind 2 and time 16 - tamped HARD - and shot started at 8.8 then dropped below 8.

So I called Breville. Their call centre uses really poor connections, the CS person was hard to hear and unfortunately not proficient in English. I explained the "old grinder -> new grinder" situation, and his first comment was "you need to pressure test your coffee machine" and "I need the serial number of your coffee machine". Of course the Dual Boiler did a 9 bar blank shot:

https://www.youtube.com/watch?v=V4KtWvV_md8

Hang on - the grinder is the issue!

Every part of this interaction was non-customer centric. Maybe I should have told them I had a Rancilio Rocky or some other machine. Sigh.

So good people of PR - buy this from Amazon, and if there are any issues send it back.

Purchased a 3 k breville machine. Within a week it's broken and unable to pull espressos because the bean is too fine a grind and cant be changed. I've always had coffee machines. Trouble shooted everything. Rang customer support and trouble shooted it over video. Her solution is to send me a bag of beans and said my beans must be stale. I told… Read more

her my beans were perfect for machine, medium roast and fresh. I can't use the machine, and i have to wait for this bag of beans to prove that the machine is broken. It needs a repairer, not a bag of gross breville beans. Breville has since sent me an email for "mediation". I replied but never had a response so I've since taken the machine back.

Breville customer support for Aquastation hot. Product does not enter descale mode therefore will not work. Breville: We admit the instructions provided were wrong - try this and send us a video. *Sends video not showing the process only what… Read more

happens when you descale it* me: *Does this, does not work, sends video* Breville: you did the wrong thing in the video, it says to do this thing (not at all what the instructions say). If we send it to service you will have to pay the bill if there is nothing wrong with it Me: that is stupid - you didn't even provide the correct instructions. *sends video of other thing not working* Breville: I want to video call you so you can show me what is wrong with it. When can i call you ? Me: This time Breville: States time they have scheduled to call Breville does not call. Me: emails Breville Breville: replies to Friday afternoon, asking for times Me: replies previously stated times, which included friday afternoon Breville: *tries to call that afternoon* tried to call but couldn't get through Me: you didn't tell me to expect your call! I was on hold for 90 minutes trying to resolve another issue. I wasn't even home anyway! Breville...

Geez Breville - people have lives. I was at home waiting at the assigned time to receive the call, you failed. I'm not just going to be sitting around at home at the times I stated unless you tell me that I need to be there!!

Asked to have my breville milk frother handle replaced. Breville denied it, despite the unit being less than 2 years old, with the handle breaking as I was simply shaking off excess water after a rinse. Basically a $5 part. Breville instead wanted me to buy an entire new unit! Absolutely shameful!

Bought a $2200 coffee machine. Died after 4 years of light use. given a $650 repair bill or option to replace it. with limited discount. Customer service line doesn't care.

This is about a Breville Aquaport filter tap. I purchased one of these taps on March 14th from Bunnings and paid a plumber to install it. Immediately there was an issue with the tap dripping. I contacted Bunnings and they referred me to Breville. The supplier responded promptly initially but then the service went south. They would only replace the… Read more

faulty cartridge part and not pay for a plumber, despite me being a senior. They insisted it was easy to replace. It might be for a much younger person. The part they sent was the wrong one and it would not fit. I advised them of their mistake weeks ago and there was no response till this morning. Meanwhile I had ordered another new tap from the original supplier which has already been fitted and works perfectly. Meanwhile, I returned the faulty Breville Aquaport tap to Bunnings for a credit. Breville advised me today that the correct cartridge was now back in stock and was to be shipped. That’s too late Breville and why didn’t you advise that well before now? Had I known this earlier I would have waited. N.B. Bunnings had offered to replace the whole unit but the second plumber would be at my expense.

I had high hopes for Breville, given the reputation and price point of their appliances. Unfortunately, my experience has been nothing short of disappointing. The Oracle machine we purchased stopped working just over 3 years of normal use. For something marketed as premium ($3,000), the build quality and durability simply didn’t meet expectations.… Read more

Worse than the product itself was the customer service. Reaching someone for help was a hassle—long wait times, unhelpful responses, and a lack of accountability. Basically you have to pay for an inspection and repair yourself. You are left with no real support and an expensive appliance that does not function.

Save yourself the frustration. For the price Breville charges, there are better options out there with better support.