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:04/24/2023

  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.

  It is simply astonishing how terrible Jura customer service (an oxymoron if ever there was one!) It really is long past time to file a class-action lawsuit.I have been trying to contact Jura since 10/22 and simply cannot raise a pulse with anyone there no matter how many dozens of times I call or write.The initial problem was the failure of a part of the fine foam frother, which blew off whenever I tried to foam milk. Never heard back and gave up on being able to foam milk for my cappuccino.Most recently, I continuously get a System Filling error, which makes the machine inoperable. No amount of calling, writing, begging or pleading will get these incompetents to communicate. I need my Jura D6 repaired but cannot get any info how to do so, whether it can be done locally or must be shipped back to Jura which, based on the dozens of other complaints filed here, probably wont resolve the problem anyway. No wonder Jura has a D minus rating with the Better Business Bureau, since they ought to go out of business. If I dont get an acceptable resolution within 10 days, I will proceed with filing the long overdue class action lawsuit.Any assistance by the BBB will be greatly appreciated, as I do not wish for the legal action to be the only solution. They should be ashamed!

  Business Response

  Date: 04/25/2023

  We are disheartened to be advised of this experience.  We have mentioned with others the timing of the ******* communications did coincide with both a computer and phone change, so it is unfortunate communications to **************** may have been inadvertently disrupted.  Please be advised Jura does have procedures in place to recover and respond to both voicemail and email messages, when they are received, on a daily (and even hourly) basis.   

  With this Jura has been in contact with this consumer and will pursue in resolving the issue.  Thank you for your patience.

• Initial Complaint

  Date:03/16/2023

  Type:Sales and Advertising 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.  They are refunding me the shipping charges and have apologized for the rude service and said it will be addressed.
  
  Regards,
  
  *************************ested I simply needed to answer all unidentified phone calls) and sent me a return delivery email (no such email was received). I am more than furious at their lack of communication costing me money for a warranty repair and the level of customer care evidenced from a company with such high quality products. I will not buy from them again.

  Business Response

  Date: 03/17/2023

  We are sorry to hear of this experience.  We have contacted this consumer and believe we have provided a mutually agreeable option to resolve this.  Thank you.

• Initial Complaint

  Date:02/11/2023

  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: 02/13/2023

  Jura contacted this consumer and the issue was resolved with the machine now properly functioning.  

• Initial Complaint

  Date:02/04/2023

  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.

  
  Complaint: 19334312
  
  I am rejecting this response because:
  It took them a while to call me. After I explained the situation and my big disappointment with their lack of attention with their costumers, the representative (*******) promised me she was going to make sure this time they would fix the machine - the 4th times!

  after all the discussion, she forgot to send me the *** label I needed to return my coffee machine. So I again contacted Jura and requested the label which I received yesterday.

  I am not holding high hopes until I rest the machine whenever they will send me back.
  It is seriously sad how they do not take care of their costumers having such an expensive product.

  
  
  
  Regards,
  
  ***********************

  and energy 3 times and make me wait this long? I loved my machine and love my coffee every morning and hope you all can help me get this resolved as have lost faith time and money dealing with this. It is a very expensive machine and expect far better customer service from a high end reputable company.

  Business Response

  Date: 02/15/2023

  Jura contacted this consumer and we believe this issue to now be resolved. 

  Business Response

  Date: 12/22/2023

  Hi *****, 

  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!

  I understand this was an issue you dealt with earlier this year, however, I wanted to follow up with you and let you know we are here for assistance, and appreciate your loyalty! I see that your issue has been resolved. 

  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 holiday! 

  JURA

• Initial Complaint

  Date:02/01/2023

  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.

  
  Complaint: 18966850
  
  I am rejecting this response because:
  
  Your company SENT AN EMAIL stating that machine was received at your facility on Jan 26th - not 2/2/2023. And this just makes it more suspicious because another representative also said machine was delivered Jan 31st, so now there's 3 dates that YOU and YOUR company provided and only one is right. Which i would assume its Jan 26th as that the day that *** also marked it delivered . 
  
  Your customer service is horrible, because you call 1 time 8am CT without consideration that person might be working, leave a generic voicemail, with main line number, which is NEVER picked up by anyone, where i left lots of voicemails and never hear back from you. So from now on - all communication in writing please, because this way at least you won't get lost in what you are saying and there will be proof of everything. I would consider that maybe its me, but seems like ABSOLUTELY EVERY claim ever submitted by anyone has one and the same thing to say about your company - UNABLE TO REACH VIA PHONE OR EMAIL so it looks like you should fix that in your side.
  
  I am not sure what you are doing with my machine for this long, or do you even still have it so im not risking this and im requesting a replacement machine to be shipped out today!
  
  Regards,
  
  ********************

  Business Response

  Date: 02/02/2023

  It appears this consumer was indeed able to receive the proper guidance through Jura's **************** function.  It has been confirmed this consumer's machine has reached our repair facility 2/2/2023 and the repair process allows ***** business hours for the analysis.  Jura **************** has attempted to call this consumer, but no answer.

  Customer Answer

  Date: 02/06/2023

  
  Complaint: 18966850
  
  I am rejecting this response because:
  
  I Have received my machine back, with scratches , wet and covered in coffee grounds. This is unacceptable, water and coffee grounds can be cleaned, but for what reason was it scratched? 
  
  
  Regards,
  
  ********************

  Business Response

  Date: 02/09/2023

  Three messages have been left for this consumer to attempt to resolve, but Jura has received no response.  It is possible the service center did not properly clean the machine before returning it, but rest assured this is part of the process - since it is a manual effort, perhaps it was missed.  Regarding the scratches on the machine, the consumer needs to return Jura phone calls where we are happy to discuss how to resolve this.   

  Customer Answer

  Date: 02/14/2023

  
  Complaint: 18966850
  
  I am rejecting this response because:
  Jura was advised that due to their disrespect and rude representatives i will only continue communication via writing - email, so i would have proof of their words as previously company lied on multiple occasions when we discussed the date of machine being received.
  
  I will be waiting for an email from representative and will be responding to it as soon as i will receive it.
  
  
  Regards,
  
  ********************

  Business Response

  Date: 02/03/2023

  This issue has been resolved.  The consumer was contacted yesterday, 2/2 and was advised the machine was being returned.  We believe there was a misunderstanding regarding the length of time for the repair.  The machine was repaired, being returned to her and expected to be delivered 2/4/2023.  

  Business Response

  Date: 12/22/2023

  Hi *******,

  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!
  
  I understand this was an issue you dealt with earlier this year, however, I wanted to follow up with you and let you know we are here for assistance and appreciate your loyalty! Lastly, I am happy that your issue was resolved. 
  
  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 holiday! 
  
  JURA

  Customer Answer

  Date: 12/22/2023

  
  Complaint: 18966850
  
  I am rejecting this response because:
  Thefixed machine never worked after ************ . 
  I received absolutely worst customer service from Your company, zero care from you, and it took you 1!!! Year to reach out back. Its unacceptable and disappointing.

  
  
  Regards,
  
  ********************

  Business Response

  Date: 12/29/2023

  Hi *******, 

  Thank you for following up! 

  We want to make this right for you. I will send you a private email and we will fix this issue. 

  We appreciate your business over the years and really hate to see this type of feedback. 

  Thank you and have a happy New Year! 

   

• Initial Complaint

  Date:01/17/2023

  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.

  After I purchased Jura Ena8 and used it for about 6 month I had nothing but issues with my machine. I called customer service multiple times, left voicemails, nobody ever reached back to me, i dealt with it . But latest issue that i've encountered now is beyond frustrating, the machine cannot read the filter. I tried everything, every troubleshooting their website, ******* or instructions manual suggest, nothing helped. I even tried to replace machine with multiple new filters , hoping that it is a filter issue. And even if i replace it with new, machine still didnt read it and i kept on getting the same message "insert filter" . I already spent over $150 in new filters in the last 3 days. I've tried to restart the factory settings, but it still didn't help and it's still not working. And at this moment I can't even make myself a cup of coffee , because the machine now shows a "system filling" and right after that "insert filter"messages. I left multiple voicemails in this past week , i've also emailed customer service, i have yet to hear back from them.

  Business Response

  Date: 01/19/2023

  Jura has been in contact with this consumer and repair arrangements have been arranged. 

• Initial Complaint

  Date:12/01/2022

  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.

  Bought jura E8 in sep 2021 from Sur La Table still under factory warrantymakes bad coffee. Unable to get ahold of customer support for the last three weeks. Left voicemails, email and waited on hold for hours.

  Business Response

  Date: 12/06/2022

  Jura has been in contact with this consumer and repair arrangements have been coordinated.  We believe this issue to now be resolved.