Complaints

This profile includes complaints for Jura, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Jura, Inc has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Jura, Inc

  20 Craig Rd Montvale, NJ 07645-1709

• 

  Jura, Inc

  81 Ruckman Rd Closter, NJ 07624-2102

• 

  Jura, Inc

  PO Box 9 Montvale, NJ 07645-0009

• 

  Jura, Inc

  134 Shellyland Rd Bldg 6A Manheim, PA 17545

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/13/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In April 2025, I called to buy a Capresso Expresso Model #*** from the manufacture. A few weeks later, the k*** on the machine fell off. I contacted the manufacturer, and they said to send in a ***lacement if I sent my machine first. I contested this as I would be without coffee if I sent my defective one in first. They ended up sending me another unit and stated that it would not be covered under warranty. The unit I received was broken as well. I sent the broken one back to the manufacturer. The *** that I had talked to was not pleasant to deal with.

  Business Response

  Date: 05/29/2025

  Hi ****, 

  Thank you for contacting JURAs consumer services and BBB! 
  
  I truly do apologize for the experience youve had thus far! 
  
  This is absolutely not the type of experience we want our valued customer to have. I completely understand your frustration as I would also expect more from us.  I will go ahead and reach out to the representative and make her aware of this issue. We definitely want to prevent this from happening again in the future. If further training is necessary, we will also make sure that this is done as customers should be our number one priority. We absolutely appreciate your feedback.  We value your opinions and without our customer concerns and comments, we would not have been able to grow as a company and provide you with excellent customer service over the years!
  
  Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and our repair facility manager.
  
  If you wish to speak further, I am more than happy to speak with you about your concerns.

  I will have my top supervisor reach out to you to assist further. 
  
  Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ************. 
  
  Thank you and have a great day!
  Rafina
  
  

• Initial Complaint

  Date:03/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** *****at it would be destroyed. Instead of returning my property as promised, they offered me only $50 as compensation, which is completely inadequate.
  
  Why This Is Unacceptable:
  • I paid for the return of my machine, and the company explicitly told me it would be sent back within a few business days.
  • After waiting three weeks with no updates, I had to call them myself, only to learn that they had disposed of my machine without my approval.
  • The $50 compensation does not reflect the actual value of my Jura E8.
  • The company initially communicated with me, but has now stopped responding to my emails.
  
  Requested:
  
  I am seeking one of the following resolutions:
  1. A fully covered replacement Jura E8 with no additional cost to me (including at least a 12-month warranty), or
  2. A direct compensation of $500, which aligns with the company’s standard Trade-In value for this model.
  Additionally, I request that no charges be imposed on me, as the loss of my machine was entirely due to the company’s

  Business Response

  Date: 03/31/2025

  Hi *****, 

  Thank you for contacting JURA’s consumer services and BBB! 
  
  I truly do apologize for the experience you’ve had thus far! 
  
  This is absolutely not the type of experience we want our valued customer to have. I completely understand your frustration as I would also expect more from us.  I will go ahead and reach out to the representative and make her aware of this issue. We definitely want to prevent this from happening again in the future. If further training is necessary, we will also make sure that this is done as customers should be our number one priority. We absolutely appreciate your feedback.  We value your opinions and without our customer concerns and comments, we would not have been able to grow as a company and provide you with excellent customer service over the years!
  
  Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and our repair facility manager. 
  
  If you wish to speak further, I am more than happy to speak with you about your concerns. 
  
  Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ###-###-####. 
  
  Thank you and have a great day!
  Rafina
  
  JURA Consumer Services Manager

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  Complaint: 23082658
  
  I am rejecting this response because:
  
  I believe the issue is with the frother attachment.. there's a small "froth air knob"... that always.needs special attention to get any kind of froth. The part maybe a couple dollars. If the machine wasn't a few months old I'd gladly buy one but it's the principal. I hate being "that customer" but I've had less pricier ********************** machines that produced outstanding froth. I clean it dally with the tablets and even take the frother apart. When I go to use it the next day I have to take it apart, for lack of better explanation, work the frother k*** then quickly put it back on and then it will produce some froth. You can tell instantly if it's working because it makes a certain sound. When you pass this on to them maybe having send me a new froth k*** will do the trick. This part realistically probably costs a dollar.
  
  Regards,
  
  **** *******

  Business Response

  Date: 03/31/2025

  Hi ****, 

  Thank you for contacting JURAs consumer services and BBB! 
  
  I truly do apologize for the experience youve had thus far! 
  
  This is absolutely not the type of experience we want our valued customer to have. I completely understand your frustration as I would also expect more from us.  I will go ahead and reach out to the representative and make her aware of this issue. We definitely want to prevent this from happening again in the future. If further training is necessary, we will also make sure that this is done as customers should be our number one priority. We absolutely appreciate your feedback.  We value your opinions and without our customer concerns and comments, we would not have been able to grow as a company and provide you with excellent customer service over the years!
  
  Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and our repair facility manager.
  
  If you wish to speak further, I am more than happy to speak with you about your concerns. 
  
  Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ************. 
  
  Thank you and have a great day!
  Rafina
  
  JURA ***************** Manager
  

  Customer Answer

  Date: 04/14/2025

  
  Complaint: 23082658
  
  I am rejecting this response because:
  
  To the BBB... i am grateful for all you have done. I appreciate it!

  To Jura... I have responded to the emails sent by your representatives. They want to hand hold me while I make a cappuccino?  I've used Jura superautomatics for 15 years! As well as ***** and ********. I know how to use the machine. The instructions are easy to follow. That being said,  I did some research on line. It appears that there's many owners with the same problem. Their solution is to buy a separate frother! They have the same experience as me, also with no resolve. You can close this ticket. Sad to say, I may never buy your products again.
  
  Regards,
  
  **** *******

  Business Response

  Date: 04/14/2025

  Hi ****, 

  Thank you for following up with BBB and JURA! 

  I have tried to reach out to you several times via email, as I do not have a contact phone number. 

  Please let me know what the best time to contact you to troubleshoot and move forward with a resolution for your frothing issue. 

  This is truly not the experience I want for our valued customer, please reply to my email or call us. 
  
  Please let me know if you have any other concerns or comments. 
  
  We can be reached at ************.
  Mon-Fri 8a-8pm EST
  Sat 9a-5pm EST
  
  Thank you and have a great day!
  Rafina

• Initial Complaint

  Date:02/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RE: Complaint Against Jura Inc. - Undisclosed Maintenance Requirements and Product Failure
  Purchase Details:
  
  Jura A1 Super Automatic Coffee Machine
  
  Date: April 7, 2022
  Cost: $850.65
  Vendor: ******
  
  
  Jura ENA 8 Coffee Machine
  
  Date: July 8, 2024
  Cost: $1,817.93
  Vendor: ******
  
  
  
  Nature of Complaint:
  Both machines failed after 5-6 months of standard household use (5-6 cups daily). Investigation revealed intentionally undisclosed mandatory maintenance requirements that substantially impact ownership costs.
  Key Issues:
  
  Product Failures:
  
  
  Both machines failed within 5-6 months despite following all maintenance instructions
  Used only Jura-approved cleaning products
  Normal household usage (5-6 cups/day)
  
  
  Hidden Requirements:
  
  
  Mandatory professional maintenance every 6 months
  Must ship to service centers
  Hundreds in service costs plus shipping
  2-3 weeks downtime per service
  Home cleaning products insufficient for maintenance
  
  
  Engineering Analysis:
  As verified by my husband (professional engineer):
  
  
  Design requires professional maintenance
  Built-in obsolescence patterns
  Standard cleaning products inadequate
  Documentation of failure points available
  
  Attempted Resolution:
  
  Contacted Jura Customer Service
  Followed troubleshooting procedures
  Attempted resolution through ******
  Requested explanation of maintenance requirements
  
  Seeking Resolution:
  
  Full refund for both machines ($2,668.58 total)
  Reimbursement for maintenance costs
  Public disclosure of maintenance requirements
  Clear documentation of ownership costs
  Revised marketing materials
  
  Supporting Documentation Available:
  
  Purchase receipts
  Service records
  Customer service communications
  Engineering analysis
  Failure documentation
  Maintenance records
  
  I authorize BBB to share this information with Jura Inc. All statements are true and accurate to my knowledge.

  Business Response

  Date: 03/31/2025

  Hi *****, 

  Thank you for contacting JURAs consumer services and BBB! 
  
  I truly do apologize for the experience youve had thus far! 
  
  This is absolutely not the type of experience we want our valued customer to have. I completely understand your frustration as I would also expect more from us.  I will go ahead and reach out to the representative and make her aware of this issue. We definitely want to prevent this from happening again in the future. If further training is necessary, we will also make sure that this is done as customers should be our number one priority. We absolutely appreciate your feedback.  We value your opinions and without our customer concerns and comments, we would not have been able to grow as a company and provide you with excellent customer service over the years!
  
  Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and our repair facility manager. 
  
  If you wish to speak further, I am more than happy to speak with you about your concerns. 
  
  Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ************. 
  
  Thank you and have a great day!
  Rafina
  
  JURA ***************** Manager

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  **** ******* the substantial inconvenience and expense I have faced, I believe that the Jura E8 may be a lemon product. Despite following all recommended maintenance procedures, the problems persist, leading me to believe there is a fundamental defect in the machine I purchased.
  
  I kindly request that the BBB investigate this matter and take appropriate action to ensure that consumers are protected from defective products and poor customer service. I am seeking a replacement of my defective unit.
  
  Thank you for your attention to this matter. I look forward to your response and a satisfactory resolution.
  
  With sincere regards,
  **** *******

  Business Response

  Date: 11/21/2024

  Hi ****, 

  Thank you for contacting JURA’s consumer services and BBB! 
  
  I truly do apologize for the experience you’ve had thus far! 
  
  This is absolutely not the type of experience we want our valued customer to have. I completely understand your frustration as I would also expect more from us.  I will go ahead and reach out to the representative and make her aware of this issue. We definitely want to prevent this from happening again in the future. If further training is necessary, we will also make sure that this is done as customers should be our number one priority. We absolutely appreciate your feedback.  We value your opinions and without our customer concerns and comments, we would not have been able to grow as a company and provide you with excellent customer service over the years!
  
  Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and hopefully this experience does not occur with you or any other customer.  
  
  I will be contacting you within the next 24 hours with several different options for your coffee machine. 
  
  Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ###-###-####. 
  
  Thank you and have a great day!
  Rafina
  
  

  Business Response

  Date: 12/09/2024

  Hi ****, 

  Thank you for reaching out to BBB and JURA consumer services! 

  As per our recent conversation, in reference to your E8 service repair, JURA stands behind all their products. And if our repair facility deems this machine is unrepairable, due whatever issues it may have; we will assist further. We have different options we can offer you. For example, a replacement machine.  

  Please let me know if you need further assistance, as you have my phone number and email.

  Thank you and happy holidays! 

  Have a great day! 

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased this expensive machine because of its durability, and " long life " . I had it for almost 2 years , cleaned it , descaled it and change filter when prompted. One month after the Warranty expired , the machine stopped preforming . I contacted customer service , and they want me to send it for $ 300 for cleaning , plus any parts , and tax . I asked for the manager to call me back, and she said . this machine is like a car. it needs maintenance ? Ok, so why do descale, change filter ect ... and why do you claim its durability and exceptional performance ? In addition, I wrote multiple reviews so other customers are aware of this issue before buying the machine. I received emails to confirm I am trusted review , but then realized they never post bad reviews. Only 4 stars and up. when you sell a coffee machine for $ 1000 plus, you need to back it up and also be honest with the consumer. I found a small espresso business to clean the machine, and he said I needed a ' control panel' when he called Jura , they refused to send him the part because he is not a licensed Jura repair person. So now I have to pay the $ 300 to Jura, even though the machine was serviced, plus pay for part, and tax? They need to post all my reviews so customers can be aware before buying.

  Business Response

  Date: 11/08/2024

  Hi Rana,
  
  Thank you for contacting JURAs consumer services and BBB! 
  
  I truly do apologize for the experience youve had thus far! 
  
  This is absolutely not the type of experience we want our valued customer to have. I completely understand your frustration as I would also expect more from us.  We absolutely appreciate your feedback.  We value your opinions and without our customer concerns and comments, we would not have been able to grow as a company and provide you with excellent customer service over the years!
  
  Thank you for bringing this to my attention, as I can assist further with your machine.
  I will also send you a personal email to reply to and we can work together to get your machine up and running!
  
  If you wish to speak further, I am more than happy to speak with you about your concerns. 
  
  Please let me know if you have any other concerns or comments.
  
  We can be reached at ************.
  Mon-Fri 8a-8pm EST
  Sat 9a-5pm EST
  
  Thank you and have a great day!

  Rafina

  JURA CS Manager

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I received our Jura Z10 on September 29 2024. Two weeks after, the water system was not filling. I called the customer service number to try to help me trouble shoot the issue, and none of his recommendations fixed the problem. The technician I spoke to specifically stated "This machine is only 2 weeks old and you shouldn't be having this issue. Pack it up and send it to us and we'll issue a full replacement. I'll send you the return label." We were extremely pleased with this service. We also notified him that we did not have the original packaging and he said "its fine, just box it up as best you can". So that's what we did.When the item arrived at Jura we were sent a notice that it was being repaired. We called to confirm when our replacement was coming and we were told, rudely, "That's not how this works, we don't just replace your item, we've found nothing wrong with it and will return it to you". If we would have known this, we would have just returned it to the retailer because we were within the 30 day return period. We paid ~$4,000 for this item were told that it didnt need to be boxed very well because it would be replaced; and after it bounced around on a truck to Jura, we were told nothing was wrong with it, and we had to accept the return of the exact same item back to us.We contacted the retailer (Crate and Barrel), and they will replace our item at no cost to us. Jura says they may record calls for QA and training. Maybe they should listen to the call from the technician who was helpful and told us we would get the replacement we deserved and honor what we were told. ESPECIALLY after we were told it could be shipped in any type of packaging (not the original protective packaging) because it would be replaced anyway. Unacceptable.

  Business Response

  Date: 10/24/2024

  Hi ******, 

  Thank you for contacting JURAs consumer services and BBB! 
  
  I truly do apologize for the experience youve had thus far! 
  
  This is absolutely not the type of experience we want our valued customer to have. I completely understand your frustration as I would also expect more from us.  I will go ahead and reach out to the representative and make her aware of this issue. We definitely want to prevent this from happening again in the future. If further training is necessary, we will also make sure that this is done as customers should be our number one priority. We absolutely appreciate your feedback.  We value your opinions and without our customer concerns and comments, we would not have been able to grow as a company and provide you with excellent customer service over the years!

  Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and our repair facility manager. I'm glad our retail partner, **************, was able to assist further! 

  If you wish to speak further, I am more than happy to speak with you about your concerns. 

  Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ************. 
  
  Thank you and have a great day!
  Rafina

  JURA Consumer Services Manager

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Jura Ena 8 coffee machine because of the brand's strong reputation. Initially, the machine worked well, but I soon started experiencing issues with the coffee dispensing. I contacted customer service, and they promptly took care of the machine. After receiving it back, it worked fine again, but the same dispensing issues soon reappeared.Since this was the second occurrence, I followed all the troubleshooting steps, which sometimes resolved the problem, but not always. Eventually, the machine stopped dispensing coffee altogether. I reached out to customer service again, and they were helpful in addressing the issue.However, Im now facing the same problem for a third time. When I called customer service again, the representative I spoke with was quite rude. He claimed that the machine isn't designed to handle oily beans and that using them would cause it to malfunction. While I understand that oily beans can sometimes be problematic, I didnt spend $1,600 on a coffee machine only for it to malfunction if I use them. Im frustrated with having to repeatedly call about the same issue and the lack of a lasting solution.

  Business Response

  Date: 08/27/2024

  Hi ******, 

  Thank you for contacting JURAs consumer services and BBB! 
  
  I truly do apologize for the experience youve had thus far! After further research, I see your machine was sent to our repair facility and their findings state the coffee sieve was clogged (both times).  At this point, we do need to send it in for service repair. I can have one of my top **** call you back to troubleshoot and/or set up service repair and inform you of the tips and tricks.
  
  I also wanted to say, this is absolutely not the type of experience we want our valued customer to have. I completely understand your frustration as I would also expect more from us.  I will go ahead and reach out to the representative and make her aware of this issue. We definitely want to prevent this from happening again in the future. If further training is necessary, we will also make sure that this is done as customers should be our number one priority. We absolutely appreciate your feedback.  We value your opinions and without our customer concerns and comments, we would not have been able to grow as a company and provide you with excellent customer service over the years!
  
  Again, thank you for your loyalty! If you have any further issues or concerns,please let us know. We can be reached at ************ and any of our **************** Professionals will gladly assist you.
  
  Thank you and have a great day!