Breville

Very helpful and polite

My appliance was still under warranty…

My appliance was still under warranty and one phone call and the appliance was replaced free of charge I was very impressed by the whole experience

Very hard to understand and reading…

Very hard to understand and reading only scripts. No trouble shooting or real support

Quick response and great customer…

Quick response and great customer service!

The team could not fix my joule

The team could not fix my joule. You indicated that you would charge me $20 to talk with a representative and it would be refunded back to me. The representative could not solve my problem and you charged me $70 that has not been refunded. I would give you zero stars if that was an option.

Great phone conversation with Victor…

Great phone conversation with Victor Bailey he was very informative and a pleasure to speak with.

Video was realy helpfule.

The customer service rep did awesome job! She fixed my problem.

It takes far too long

It takes far too long to get a response when initially reporting an issue. And then having to wait again for your trouble shooting suggestions/steps and I'm not certain that those who respond are actually reading the reported matter anyway as they often duplicate the steps that had already been taken. When a consumer spends this kind of money on a product, the last thing they want is to not be able to use it for any length of time, let alone the amount of time it takes with Breville to get resolution.

The impeller in some models of grinder…

The impeller in some models of grinder that expels the ground coffee after grinding was made of plastic and eventually wears out and stops working, rendering the machine inoperable. Breville was aware and changed to a metal impeller on later models. They no longer sell a replacement impeller, one has to buy a kit for $100 which also contains the lower burr. Or at least they say they do; customer service would not tell me where I could buy it, but instead offered my 25% off on a future purchase. What the ****? They get a second star because the grinder worked great for 6 years but I cannot abide this lack of product support and offshore "customer service" with underpaid people who don't have a clue which way is up. Update 07/08/2026: Breville reached out and offered an increased discount (40%)on a new grinder only after reading my Trustpilot review and when I responded, yet another different Breville representative replied and showed a lack of understanding of the fact that I had already replaced the grinder and reneged on the previous rep's promising assurances. How about having the same representative deal with a customer case from start to finish? Update: July 27/20 26:So I took the opportunity to buy a Bambino Plus at 40% off. What a terrific upgrade from our old Breville Cafe Roma. I was conflicted about replacing a perfectly serviceable machine but the new machine is SO much better. Still knocking off a star for not making an impeller replacement available but they do care about making customers happy and loyal.

The troubleshooting was good for me

The troubleshooting was good for me. It help me to be familiar with my Breville Expresso Barista Touch. Obtaining that knowledge from customer service had been beneficial for me in future. Well done customer services.

They replaced my machine and I ended up…

They replaced my machine and I ended up having the same exact problem as before with the new one.

breville does not stand behind their products

I was shut down with case closed without even aknowledging my polite frustration about my pb with a creatista pro machine. I'm surprised to see that despite being supposed to build this machine, you redirect me toward the other part of your partnership. I am disappointed by the lack of answers to my problem, clearly a machine problem. And you don't even forward my request to the right contact at Nespresso, I have to re-start from the beginning. It does not comfort me in putting my money in Breville products.

Great Customer Service and Great Products

Noxy, Customer Service Representative, was very helpful in answering my warranty questions on my recent purchase and helped me to replace one item. She took the time to listen to my concerns and was able to resolve them to my satisfaction. Love my new oven.

The representative that I talked to was…

The representative that I talked to was amazing in solving my problem

I thought for sure that I'd have to…

I thought for sure that I'd have to ship my 1.5 month old Barista Express for repair. It would not grind the coffee beans, even though I removed/cleaned the burrs/grinder parts. Molly was a great help as she listened to my assessment, asked a few questions and said "Let me hear it.". The grinder motor operates, but it does not cause grinding of the beans...nothing coming out & into the filter for packing. Simple suggestion from Molly: "Turn the dial to the coursest setting & try again....voila! We had coffee grounds coming out. I am really starting to love my first Breville Espresso machine! Thank you Molly, so appreciate your help!

Easy and quick

It was a little frustrating to start…

It was a little frustrating to start going back and forth to fix the issue. However after many weeks, emails and attempts. I’m glad the Breville stepped up and proceeded a replacement. No matter the issue, I was stuck without ability to use a brand new system.

Staff where very good and the machine…

Staff where very good and the machine came quickly

Speedy service was greatly appreciated

Very helpful