Poor customer service from Breville
I purchased a new Breville hand mixer through Amazon, and within approximately two weeks discovered that it was defective. One side of the mixer would not securely hold any attachment, making the product unusable. When I contacted customer service on 6/25/2026, I was given two options: either pre-pay for a replacement unit and return the defective mixer afterward, or return the original mixer first using a shipping label that would be provided and then receive a replacement. During this process, I was required to participate in a real-time video call to demonstrate the issue with each attachment and provide proof of purchase, even though the product had been purchased only about a week earlier. While I understand that companies need procedures to verify defective products, the process made me feel as though I was being treated as if my claim was questionable or potentially fraudulent. The defect was clearly demonstrated, yet I was still required to spend additional time proving that I had received a faulty product. As of today, I still have not received the promised shipping label, and the issue remains unresolved. I have continued to receive multiple emails requesting a product review, which is frustrating because my experience has been primarily with the customer service and replacement process rather than the product itself. I chose Breville because it is considered a premium brand, and I expected a higher level of customer support. Customers who receive a defective product should not have to go through an unnecessarily difficult process or feel as though they must prove their honesty before receiving assistance. I hope Breville reviews this experience and improves the way legitimate warranty and replacement requests are handled.