Complaints

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

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  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:08/16/2024

  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.

  
  Complaint: 22155604
  
  I am rejecting this response because:

  I have sent back all the equipment and have no working machine. 

  I am not comfortable accepting a refurbished unit.  ************************ is ingoring my request and keeps repeating that she will only send a refurbished unit.  This is totally unprofessional *** a premium brand such as Jura should provide an appropriate level of Customer Service *** Courtesy.

  I would like a brand new replacement machine sent to me at earliest date possible. 

  The reddit r/superautomatic community are all awaiting a resolution on this to make an educated decision on the purchase of their next superauto espresso machine. 

  Thank You 
  
  
  Regards,
  
  *************************************

  Business Response

  Date: 08/19/2024

  Hi *******, 

  Thank you for contacting JURAs consumer services!
  
  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 setting was set to too fine, per user.  At this point, we recommend a factory serviced machine to assist you with this error. Unfortunately, you were sent the incorrect machine, by mistake (my apologies). However, I am trying to give you the best customer service I can with the situation at hand. Again, I have offered you a VERY low, like-new, cup count replacement. I await, your reply. 
  
  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!

• Initial Complaint

  Date:08/16/2024

  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 Capresso ******************* maker two years ago. 6 months after purchasing, the coffee maker stopped working. I called the support number for support but no one answered. I left a VM with my call back number.Repeated attempts to call Jura for warranty repairs have failed. They will not answer the phone. I have left multiple messages which are never returned. I went back to using my old coffee maker and have almost given up on the hope that this company will return my calls and send me a replacement CoffeeTeamTS or repair the one I have. I almost threw it away today but checked BBB and see that this is a common problem with this company. My hope is that they will see this and reach out as they have for others.

  Business Response

  Date: 08/19/2024

  Hi *******,
  
  Thank you for contacting JURAs consumer services!
  
  I truly do apologize for the experience youve had thus far! I see we have attempted to contact you several time in reference to your Capresso Team TS. I will have someone contact you directly, as soon as possible. 
  
  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!

• Initial Complaint

  Date:04/14/2024

  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,
  
  *************************

  Business Response

  Date: 04/15/2024

  Hi *******, 

  Thank you for contacting JURAs consumer services!
  
  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 representatives and make them 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!

  I will have my supervisor call you back and get this issue resolved as soon as possible. 
  
  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!

  ****************s Manager

• Initial Complaint

  Date:01/31/2024

  Type:Delivery 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.

  On November 10, 2022, I purchased a Jura E8 coffee machine from ******** Sonoma. In December 2023, I began experiencing issues with the machine and attempted to contact JURA customer service for assistance. Despite numerous attempts via phone and email, I received no response. After weeks of persistent efforts, I finally received an email to contact customer service once again I called the 800 number several times, and no answer. This company has no customer service whatsoever and needs to have some kind of accountability I have yet to receive any response. It is disheartening to encounter such poor business practices, especially considering the substantial investment made in a product backed by a supposed 2-year warranty. This lack of responsiveness is particularly frustrating given the frequent issues that coffee machines tend to encounter..

  Business Response

  Date: 02/01/2024

  Hi ****** and *******, 

  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 our company. We definitely want to prevent this from happening again in the future. Our customer is our number one priority, and 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!

  It was lovely speaking with you and your wife and troubleshooting your machine. Im glad you're E8 is back up and running! Enjoy your coffee! 

  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!
  ******

• Initial Complaint

  Date:01/28/2024

  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,
  
  
  ***** ******

  Business Response

  Date: 01/29/2024

  Hi *****, 

  Thank you for contacting JURA’s consumer services and BBB! It was very lovely speaking with you. 
  
  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. 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!

  I'm glad we were able to come to a resolution, and I was able to assist! 
  
  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 Consumer Service Professionals will gladly assist you.
  
  Thank you and have a great day!
  Rafina

  Business Response

  Date: 01/29/2024

  Hi *****, 

  Thank you for contacting JURA’s consumer services and BBB! It was very lovely speaking with you. 
  
  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. 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!

  I'm glad we were able to come to a resolution, and I was able to assist! 
  
  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 Consumer Service Professionals will gladly assist you.
  
  Thank you and have a great day!
  Rafina

  Customer Answer

  Date: 01/30/2024

  [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,
  
  
  ***** ******

  Customer Answer

  Date: 03/15/2024

  I made the biggest mistake of my life and bought a Giga 10 machine from Jura which is their latest one for 5k . I have had the machine for less than a year and the machine died . After calling them multiple times and sending it to their repair facility , the machine comes more damaged than it was (they ruined it more ). After going back and forth with them on the phone and disagreeing to take a refurbished machine , we came to an agreement that they will be sending me a machine that only has a few coffee uses (used barely) , which should last at least a year. Now coming to make coffee today , the machine keeps telling me to empty it even though it is empty . The agent on the phone said it needs service . Ahhhhhhh , Jura I need a brand a new machine this time , I am not excepting anything other than that. This is absolutely insane and a nightmare !
  

  
  

  I am requesting a brand new machine from Jura this time because they  claimed that they have sent me one thats barely used however all kinds of issues just popped out again.
  

  
  

  Business Response

  Date: 03/15/2024

  Hi Walid,
  Thank you for reaching out to JURA's consumer services and BBB.
  Per our conversation on Monday, 3/11 - we are sending you a new tray at no cost to you, and I will have my top supervisor reach out to you directly to troubleshoot further with you on inserting the drip tray. 
  I apologize for the inconveniences, but please reach out to me directly on my line, like you have been.
  Thank you and have a great day!
  Consumer Services Manager
  

  Customer Answer

  Date: 03/22/2024

  
  Complaint: 21210929
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***********************

  Customer Answer

  Date: 08/29/2024

  Jura *** has been nothing but unprofessional and terrible customer service and a burden on me . I purchased a Giga 10 for $5000 which broke down around 5 months after using it gently . I contacted Jura and after a big hastle with them , they asked me to send in for repair which took around 2 weeks . The machine came back more broken than its original state which is sarcastic . Jura agreed to send me a new machine after that terrible incident , the machine that I received was supposed to be new but had a count of 50 so they sent me a refurbished machine claiming it was new . Here we go again , my supposedly new machine died on us and causing issues , contacted Jura manager who supposedly said I will be getting a call back yesterday ( I waited all day and postposed all my appointments and I did not get a call from them ) , I emailed them and I finally got a call today from them and they asked send my machine for repair which I am not doing which it will arrive more broken . Jura this is terrible service for $5000 . Get it together and until then stop selling machines and scamming people

  Business Response

  Date: 09/05/2024

  Hi Walid, 

  Thank you for contacting JURAs consumer services and BBB!
  
  I truly do apologize for the experience youve had with us in the past!  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 definitely want to prevent this from happening again in the future. If further evaluation 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!
  
  However, I am thrilled we were able to work together to get to an end resolution. Thank you for your patience in the matter and understanding. 
  
  If you have any further issues or concerns, please let us know. We can be reached at ************ or email us at ********************************** and any of our **************** Professionals will gladly assist you.
  
  Thank you and have a wonderful day! 
  
  JURA CS Manager
  
  

  Customer Answer

  Date: 09/09/2024

  [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,
  
  ***********************

• Initial Complaint

  Date:12/11/2023

  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.

  Purchased a wonderful S8 coffee machine, February 2020. The cost was in the range of $2000+. The hotline at the time was awesome. Now the machine is leaking and after calling the hotline for 6 months, we received a single callback that, sadly, went to voicemail. A 30 second scheduled Juralive session said to call or email support. The email response is to call the hotline and schedule a maintenance appointment. But the 800 hotline does not get back to us. We literally just want to send the machine back for maintenance, but can't without first getting preapproval from the hotline. Great machine, hot line stinks. You would think they would answer the phone to at least sell you a new machine.

  Business Response

  Date: 12/12/2023

  Hi *******/BBB,
  
  Thank you for contacting JURAs consumer services!
  
  We truly do apologize for the experience youve had thus far! After further research, we see a service request has been set up to have your machine serviced at our repair facility. At this point, once your machine arrives to the repair facility, they will diagnose the issue and hopefully be able to fix any/all issues! 
  
  Once again, this is absolutely not the type of experience we want our valued customer to have. We completely understand your frustration as we would also expect more from us.  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!

  ******