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Business Profile

Online Retailer

Breville Espresso Machine

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 37 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/14/2023

    Type:Product Issues
    Status:
    UnansweredMore 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 an espresso machine on 9/10/23 and after a month of using the coffee grinder stopped working. Ive tried contacting Breville thru phone and email with no success for days and then I received a call and asked me to do a video call . I told them Im at work so they scheduled a phone call with me the next day at ********************************************* After few days I received a call and the agent asked me to send them a video in which I did. But since then nobody has contacted me for updates, no response on my several emails and its impossible to contact the company. It tells you that they will call back in few hours but you dont get get a call until after few days or never. Im so upset that I havent used my expensive machine and I cant get them to send me a replacement because I cant talk or communicate with anybody. I need help. I paid $1000 plus tax for the machine I cant enjoy.Order No: ******** Order Date: Sep 10, 2023
  • Initial Complaint

    Date:11/02/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 an espresso machine from Breville in May. It began leaking water and flooding my counter top in June (one month after purchase). I have been trying to get the company to replace the machine for months. They only sometimes return emails. They will return calls but then so one is on the line. It is now 4 months later and the problem still is not resolved.
  • Initial Complaint

    Date:11/02/2023

    Type:Sales and Advertising Issues
    Status:
    UnansweredMore 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 wife purchased a Breville Bambino Plus Espresso Machine, Stainless-Steel (Model #*******) for me on June 12, 2023 via ********-Sonoma. The unit began malfunctioning in August. I called Breville customer support and they helped me reset the machine and it worked again for a short time. Some time in mid-September, the machine stopped working again. This time when I tried contacting Breville support, I couldn't get through to an agent. No matter when I called, I would get an automated message saying they would call back my number automatically when an agent was available. Though I tried calling over a dozen times, I never got a call back. Finally, last week, I was able to get through to an agent, who then told me she couldn't authorize a return of the unit; a manager had to do that, but one would call me back within 24 hours. No one ever called me back and I have not been able to get through to Breville again despite calling numerous times. I am beyond frustrated because I haven't had a working espresso machine for months and Breville will not handle the return properly. I would simply like a replacement unit for my defective one. Thank you so much for your assistance with this matter.

    Customer Answer

    Date: 11/27/2023

    Better Business Bureau:

    At this time, I have not been contacted by Breville Espresso Machine regarding complaint ID ********.

    Sincerely,

    *************************
  • Initial Complaint

    Date:10/30/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    This is my second Breville SmartPro Toaster. I had no problems with my first oven and it lasted about 5 years. When it stopped working IO purchased another Breville SmartPro toaster oven. This toaster is not working as well as the first and I have raised this problem with the company twice. I paid nearly $300. But this one does not brown. I have even supplied pictures. I have received nothing from the company but empty suggestions.I do have documentation if needed. I am not sure how to upload it all.

    Customer Answer

    Date: 11/27/2023

    Better Business Bureau:

    At this time, I have not been contacted by Breville Espresso Machine regarding complaint ID ********.

    Sincerely,

    ***********************
  • Initial Complaint

    Date:10/18/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 Breville Touch Impress machine 10/8/23 from Best Buy. After the first few uses, I am receiving a shutdown error 09 code when trying to use the milk frother (I have wasted over 2 gallons trying to fix). I tried different plugs, cleaning the wand, different water, different beans etc. I called Breville support, after an hour wait, was then hung up on by the first customer service rep. I then submitted a case #********** with multiple videos showing the error. I reached out again after another hold and the second rep said they cannot do anything for me if I cannot reproduce the same code live repeatedly even after running out of milk AND after showing MULTIPLE videos of the error code occurring on a 10 day old product. She stated I cannot return the product. I asked for a manager she said one is not available. This is ABSOLUTELY APPALLING CUSTOMER SERVICE. It's ridiculous for a brand new product to have repeated error codes that I sent video of and no one will help me after spending over a thousand dollars.
  • Initial Complaint

    Date:07/27/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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.
    We received a Breville espresso machine for Christmas that was purchased through Amazon on 12/6/2022 for $599.95. It was working properly until May 2023. No damage was done to the machine, but it stopped producing quality espresso. The espresso the machine now produces is rancid tasting, burnt, and watered down. It tastes so bad that we can't use our espresso maker at all. We tried Lavazza brand pre ground espresso, which is what we were using from the beginning as well as whole beans that were purchased in ****** which were ground by the machine. We reached out to Breville regarding the problem and tried using their descaling solution as well as 2 different types of beans, and 3-4 different video calls to troubleshoot with zero improvement in the espresso. Our **** ************************** walked us through the proper technique of how to make the shots, adjustments that *** improve flavor, and none of this worked. With the first batch of beans, he told me that it was my palate that was why the beans tasted badly because I wasn't used to the flavor of light roast coffee. We tried again with a dark roast blend and the shots were watered down and still tasted foul. I asked him if there was somebody on the East Coast to help us, try the machine and confirm that the shots were bad and he said there wasn't. The machine was then sent to a repair shop and then sent back to us without a description of services, tests, their findings, or any changes made. The espresso is still undrinkable and the machine worthless. When I asked the **** ************************** for a refund and to escalate our case he was rude and unhelpful. We were basically told that now the $600 that is defective although it works technically after only 7 months of use is ours without a repair or replacement. We are seeking a replacement machine of the same value or a full refund.
  • Initial Complaint

    Date:04/04/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 Breville Burista Express 5 months ago and it stopped pumping water. I called into support and was told I had to descale the machine, even after explaining to the rep I had already tried that. I waited for cleaning supplies to be shipped and went through the cleaning process and the machine still didn't work. I called support back and was hung up on multiple times before someone finally sent me a shipping kit to have the machine services by Breville.I sent the machine to Breville and it was returned to me with the same problem it doesn't pump water. I have called 4 times and been hung up on trying to get my case re-opened (which someone closed without asking). This has been going on for a month now and I want the machine replaced immediately.
  • Initial Complaint

    Date:03/31/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 Breville espresso machine in July 2022. I have been having issues with this machine, the grinder changes its setting number constantly. Whether I am just standing next to the machine not touching it, when I am brewing espresso, it changes and I have to keep an eye on it, otherwise, it will be set incorrectly for my next espresso brew. I have reached out to Breville support a few times and have not gotten any support for this machine. Every time I try to explain what is wrong with the machine, I get a robot back or told that the machine works great and I should have no issue. This machine has a defect, the grind setting changes without notice and I am tired of fixing it. Please help.
  • Initial Complaint

    Date:03/01/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 my third Breville Barista Touch three months ago, and I experienced several product failures within the first two months. The water does not heat and will not stop pouring out when making a drink like an Americano. When using the milk frother, water comes out rather than steam and causes the milk in the metal jug to overflow and go to waste. I sent the machine back to Breville for servicing (after making attempts to contact them for several weeks), and it was shipped back to me after three weeks with all the original issues still happening. I bought two other of the exact same models in the last 18 months for our other properties and they both experienced major failures as well, albeit totally different and unrelated. On both of those occasions Breville was very quick to respond, fix, and ship back the items. When calling the Customer Support line, I'm given a recorded message saying they're at capacity for answering calls and to phone back. Emails sent remain unanswered, live chat is never available, and the phone number listed on their site is literally *********. After spending $1,600 for a coffee machine that can't even heat water, this level of service is unacceptable.
  • Initial Complaint

    Date:02/15/2023

    Type:Service or Repair Issues
    Status:
    UnansweredMore 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 Breville Barista Pro machine. The machine stopped working and Breville repaired the machine. Upon receiving the machine back, it was severely damaged physically. I informed Breville and they sent a brand new replacement. The replacement machine arrived and upon opening the machine, it did not work. The hot water nozzle has no pressure and the machine will not brew either. I informed Breville and have been communicating with them for over 30 days about the replacement machine not working. They forced me to accept an invite for an uncomfortable video call to prove to them that the machine is not working. We set a time for the call on 2/10/23 at 6:30pm. Unfortunately, I did not receive a call until after 7pm and was no longer available. I tried reaching back out to Breville via email but they have closed the case and me emails bounce back to me saying the case has been closed. This machine cost over $800 and I need an immediate resolution from Breville or a refund. In all, this has been an ongoing issue for over 60 days. Out $800 and no working machine. I have attempted to correct this with the merchant but they do not seem capable of reaching an amicable resolution.

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