Breville USA Customer Service Issues

I contacted your company to order a Juicer top (model JE98XL) on June 23. The sales rep mentioned there were no tops in stock but a new shipment was expected on June 28. I agreed to the order and provided my credit card details. I was assured I would receive an email with a tracking number once the order shipped. Despite my bank showing the pending charge of $27.98 from Breville for over a week, I called on June 6 to check the status. After being put on hold twice, the representative said they would follow up with the warehouse and call me back, but I never received that call. Upon noticing the pending charge was now missing from my bank statement on June 7, I contacted my bank, realizing the transaction had not been completed. As your customer service is closed on weekends, I am left disappointed by the lack of communication and service. I hope my feedback helps improve your customer service experience. Regards, M. S.

Our convection smart oven, a beloved gift to others, purchased three years ago, is now malfunctioning. Over the years, we've been delighted with our Breville appliances such as the coffee maker and mixer. However, our broken oven has left us disheartened as these appliances typically have longevity. Seeking advice on this matter, I've noticed the bottom heating element is no longer functioning. I hope to find a solution to this issue, as we truly value Breville products and plan to remain loyal customers.

Hello, When I decided to buy a toaster oven back in [redacted], I did some research and all signs pointed to Breville. I bought the oven in February, and I've enjoyed using it until this weekend. On Friday, I reheated pizza without any issues. However, on Saturday, when I tried to toast bread, the unit wouldn't turn on at all. It has been just over three and a half years since I bought it, and it's only used by two adults. I even bought another one for a friend. I am finding it hard to believe that it would stop working after such a short period. Before this, we had a toaster oven for over 20 years that still worked, although the handle was broken. I am really disappointed by this. Chris

I have encountered ongoing issues with the Breville convection oven Model BOV800XL concerning the fan generating excessive noise. Despite purchasing three units, each failed within 1 1/2 years. The most recent unit, returned to Amazon today, only functioned for a month before experiencing the same noisy fan problem. This persisting issue is not unique to me, as I have come across similar complaints in various customer reviews. I have attempted to contact customer service, but unfortunately, they seem inaccessible, with my recent call being disconnected due to technical difficulties. This subpar customer service combined with the consistent faults in the convection ovens has led me to consider exploring alternative brands. It appears necessary to seek a more reliable appliance elsewhere.

Subject: Missing Machine Issue I am currently experiencing extreme difficulty locating my machine. Despite numerous attempts to reach out through both phone and email, there has been no response. The phone line puts me on hold for an excessive 35 minutes then disconnects after requesting a call back number. I have been diligently trying to get in touch since last week without success. Simone Alves FGV Perfume Phone: [redacted] Email: [redacted] Original Email: From: [redacted] Sent: Saturday, December 22, [redacted] 11:46 AM Regarding Return Label: From: No Reply [[redacted]] Sent: Wednesday, November 28, [redacted] 3:16 PM Dear Simone, I appreciate your email. Your Breville appliance is currently being serviced. Please follow the instructions provided in attaching the FedEx return label for the shipment. If you have any further inquiries, please feel free to contact us at [redacted] (Mon – Fri, 8am – 5pm PT) or visit www.brevilleusasupport.com. We are committed to helping you with any concerns. Best regards, Michael Ochoa Breville Support [redacted] Club Oracle: [redacted]

I am a personal chef who owns your products and received a fryer, model # BDF500XL, as a wedding gift in [redacted]. Despite using it only 7 times over three years, it malfunctioned during a recent event with the screen flashing strange characters. I've maintained it well without submerging the element. As someone familiar with the machine, I believe it is defective. I kindly request a replacement. Thank you for addressing this issue. Chef Evan Presents [redacted] Ruins Creek Rd Scotts Valley, CA [redacted] [redacted]

We purchased the Breville 120V-60Hz juicer around 6 months ago. My husband and I, both seniors, use it daily as we wanted a top-of-the-line product. Recently, my husband noticed the supposed "stainless steel" finish was coming off. Initially, I thought it was just dirt, but after thorough cleaning, it became evident that the finish had indeed deteriorated from our mild daily use. We invested in this expensive juicer from a reputable company, expecting quality. I am disappointed by this inferior product. We bought it at Bed Bath & Beyond, who I know would refund or exchange it, although this issue isn't their fault. I even made a positive video about it on FB, and now I feel embarrassed by the product's quality.

Hello, I'm experiencing issues with my Breville Infuser (BES840XL) coffee maker. When plugged into a surge protector, it's tripping the ground fault interrupter (GFI). During regular maintenance, I noticed fluid dripping from the steam wand. Recently, during cleaning, the Italian pump built up excessive pressure and cleared out the line, potentially due to calcium deposits. I suspect there might be a leak in the internal steam line as there is more water collecting in the unit than usual. The machine is almost two years old, and I haven't faced any other problems. Unfortunately, there are no nearby service centers. Any advice on this issue would be greatly appreciated. Thank you, Dirk R.

Good afternoon, I recently purchased your product and have been reviewing the manual. Following the color photo on the box, I placed all racks inside after opening the door. However, I made a mistake with the crumb drawer assuming it should go under the bottom tray, resulting in scraping off the non-stick coating on the edges. The manual lacked a clear diagram or note indicating the proper placement of this drawer. Only after noticing the small picture on the manual cover did I realize the correct positioning. This initial experience with your product has been frustrating. To prevent future customers from encountering the same issue, I suggest adding a note or diagram at the start of the manual or placing a decal indicating the correct placement directly on the drawer or its packaging. Hoping for a smoother experience with your product, F.T.

I attempted to contact you by phone but encountered technical difficulties. I would appreciate a return call regarding my recent purchase of the Breville Broiler, which includes various functions such as AirFry and Toast/Bagel. Despite purchasing it 1 1/2 years ago, I only recently started using the AirFry feature and was disappointed with its performance. The toaster function also did not meet my expectations even when set to the highest setting. I bought this product at Bed Bath and Beyond in Brick NJ and feel that it did not live up to its cost. My name is Evelyn S. and you may reach me at [redacted]. I hope your technical issues are resolved promptly and look forward to hearing from you soon.

I attempted to call three times today but wasn't able to receive a callback. The hold time was 41 minutes and 56 seconds, with a repetitive announcement to opt for a specialist to call back. It is frustrating not to have the option to silence the message. Customers, I believe, are intelligent enough to make decisions regarding callbacks. As a busy business owner, I need to reach you when it suits me. I hope this issue can be addressed promptly. Thank you, D. Morse

Regarding our BOV800XL/A convection smart oven, we bought it years ago and recommended it to others, but we have been let down by its performance. 1. Turning off the oven requires unplugging it instead of using the power button. 2. Pressing the power button only shows "convection" and after holding it down, it eventually turns on. We believe this poses a fire risk and request a replacement at no charge immediately. It's disappointing to share these issues about our Breville unit. Case #: R[redacted]20. Larry B., MD Phone: [redacted] Address: PO Box [redacted], Lenox, MA [redacted], or [redacted] East St, Lenox, MA [redacted]

I opened an account roughly six months ago regarding our Breville espresso machine. Unfortunately, it no longer produces the required pressure for good espresso. We were offered choices to return it for refurbishment or get a discount on a new one. We've chosen to return it for the 20% discount on a new machine. Can you kindly provide a mailing label for the return? Thank you, B & S Butterworth

My Breville Precision coffee maker seems to have a pump issue. It stops brewing after making half a pot of coffee. I have diligently maintained and descaled it monthly. The unit is relatively new and it has been loud and vibrates significantly since I bought it. I believe that given the cost of the machine, it should be replaced. Here are the details of my coffee maker: Coffeemaker BDC450BSS Case #R[redacted]00.

I recently purchased the BES870XL espresso machine from Brestore360 online. I was charged for the item but never received it. Despite trying to reach out via phone and email, I couldn't get a response. Through PayPal, I managed to obtain a tracking number, only to find out it was linked to a different name and address. I attempted to contact Breville USA regarding this issue, but their automated system didn't allow me to speak to a representative. As these are expensive products, I believe there should be better customer service in place to address such problems. I hope for a resolution and to receive the espresso machine that I purchased for Christmas.

I accidentally broke the carafe for my 12-cup BCD400 Breville coffee maker after two months of use. I've searched multiple websites, including the Breville site, but cannot find a replacement carafe. When I called customer service, the recording mentioned a one-hour wait, but after waiting for ten minutes, it abruptly stated they were too busy and to try again another day. I am disappointed with the lack of support for customers.

I recently bought a Nespresso Vertuo Plus and Aeroccino at Bed Bath and Beyond in Westbury, Long Island, New York. It was the last one available, although the box was opened and the handle was broken. There was a sticker on the box offering $10 off my first coffee order, which was missing inside. I would prefer not to exchange the item due to the missing offer. I hope that nothing else is missing once I unwrap the packaging. This item was a top gift on our Christmas list. Thank you for your attention and have a happy, healthy holiday. - Shirley Giorgio, No. Bellmore, New York. Email: [redacted]

I recently bought a Bambino Plus and encountered an issue with the 2-cup filter basket being stuck in the group head, preventing me from using the 1-cup filter basket. I'm concerned about potentially damaging the filter basket if I try to remove it forcefully. I would appreciate some advice on how to resolve this. Additionally, the machine was missing the steam tip cleaning tool.

I recently tried using my new Breville Infuser for the first time. I used a single-wall filter basket, 10g of finely ground coffee, and tamped it well. However, I noticed that the pressure doesn't reach the grey zone as expected. The pour started in 6 seconds and finished in 13-14 seconds. I also had difficulty locking the portafilter in place; it required a lot of strength even while holding the other end of the machine. Unlike what I've seen in videos, mine only just manages to lock in place rather than turning easily. Interestingly, without the filter basket, the portafilter moves fine, but as soon as I insert the filter basket (ensuring it clicks into place), it becomes challenging to secure it.

Subject: Issue with Breville Juicer Hello Breville Customer Support, I am reaching out regarding my Breville juicer that I have had for only a few months. Unfortunately, I am experiencing difficulties with the basket being extremely hard to attach and detach. It has even caused damage by breaking a piece on the top where it clamps. Despite this, the basket still locks on securely. To prevent it from hitting the plastic covering, I have to push down forcefully on the basket before juicing, which has resulted in shaving off some of the plastic. I am unsure of what could be causing this issue, as I take good care of my juicer. Given that this is the second time I am facing this problem within a couple of years, I am considering a refund. Thank you for your attention to this matter. Sincerely, Nancy Allen