Breville Group
Reviews and Complaints

Sage oricle product number a1skaesa212100313
Attached original invoice

I am a very disappointed customer if you care to look at my history you will see I have a list of problems not leased of which was having to return my new machine within 24 hours of its arrival due to boiler failure.

I am again faced with further problems. We discussed the problem of the screen showing CLEAN ME As I stated I went through the cleaning process for I called you and the CLEAN ME sign remained after cleaning.

Following our discussion and your advice to reset the machine which I di to no effect then your e mail advised I do the cleaning process again and then reset machine to factory settings agin it did not work. I did it again for the third time all to no effect I still have on screen CLEAN ME.

I am to say the least vey disappointed in your product which cost me pound 1500 not cheap but obviously not reliable.

I am not sure where I stand in law but I would like to be rid of this machine and get my money back.

Unless you can resolve my problem please request a return of your product.

I request you to elevate my complaint to a higher authority so that your company can take action to satisfy a customer and maintain your reputation.

I look forward to hearing from your management in complaints.

Thank you

David Eliot

To help with my history this is the mail u sent Hello David,

Thank you for contacting Sage® Support, we appreciate having this opportunity to assist you.

Pickup Confirmation Number PRG220819136339

Scheduled Pickup Time

08/19/2022 10:00 am - 12:00 pm

Pickup Address

David Eliot

DAVID ELIOT

david. [protected]@mac.com

+[protected]

GU22 8QG

United Kingdom

If you need to amend or cancel your pickup, please contact Customer Service on [protected].

Your case number is R102752906.

For further assistance, please call Sage® Support at [protected] & Mobile [protected] (Monday through Friday 9:00 AM – 5:00 PM GMT), or visit the Support section on our website.

We appreciate your loyalty in choosing to be a part of the Sage

On 21 Oct 2022, at 12:03, SAGE SUPPORT wrote:

Hello David,

Thank you for contacting Sage.

Could you please perform the cleaning cycle again and then a factory reset.

To watch a video on how to reset your machine click here

Please let me know if the issue remains.

Have a nice day

Best regards,

Chris

Sage Appliance Support

ref:_00DE0aKZy._5005c1C8tT8:ref

**This is experience sharing for those who look to buy from Breville.**

I placed an order with Breville last week for a Breville Dual Boiler as it was also giving 24 bags of free coffee through [Beanz.com](https://Beanz.com). I originally placed the order using my Chase Sapphire Reserve credit card, but found out that it only offered additional 12 months of warranty compared to Costco Citi, which would offer additional 24 months of warranty.

Therefore I called Breville to change the credit card charged. The 1st agent told me that she'd reach to the accounting department, and they would send me a link within 24 hours to enter my new credit card number. After 24 hours, I didn't receive a link so I called back. The 2nd agent told me that the order is already being processed, and the order would have to be cancelled so I can place a new order with the new credit card. However, he is also not sure if the order can be cancelled given how far ahead it is. But he assured me that I'd receive a cancellation confirmation via email within 24 hours if it were successful, so I can place a new order with the new credit card.

24 hours passed... and I didn't receive cancellation confirmation, so I called Breville again. The 3rd agent told me that since the order is already ahead in processing, neither credit card change nor cancellation are possible. I thought, fine then, I'll accept it.

Then on the day of order delivery, I was excitingly waiting for my new Breville Dual Boiler, and saw the UPS guy came pass my door. But guess what? NO PACKAGE. I checked with UPS to find out what's going on, and apparently Breville asked the package back.

I immediately called Breville, and the 4th agent was investigating for my case, and putting me on hold. Then the agent dropped my call for no reason, so I called back... and the call center was closed at 4 PM PST!

The next day, I called Breville again, and the 5th agent took about 20 minutes to investigate my case, and came back to tell me that their admin department thought I was a fraud for wanting to change credit card, and cancelled the order (without any confirmation). I was shocked because I have excellent credit score, and my Chase Sapphire Reserve card was already charged. I asked the agent what evidence they had for thinking I'm a fraud? And she didn't have any other evidence other than the fact that I asked to use a different credit card. Never in my 30+ years of shopping experience had I encountered a merchant that would think a customer is a fraud simply because of credit card change!

The agent then proceeded to ask me to place a new order online if I still want the machine. However, because of this hiccup, I missed the free coffee promotion. So I demanded the agent to place the order for me, but either (1) grant me the free coffee promotion or (2) give me discount on the machine. The agent refused to do either.

I then requested the agent to get a supervisor on the phone, and she asked me to wait for 24 hours for call back...

Now I'm giving up buying from Breville, and don't even want a Breville Dual Boiler anymore because I can't imagine anything good would come from its support.

really disappoint, paid $900 for what i thought would be a great coffee machine well I was wrong, I have Armond milk and will not froth the milk, but I can buy a cheap milk frother from Aldi and it works, would never recommend yr machine to anyone. Was told from myers this was the best machine, so disappointed,

Purchased meyer albury 14 July 22

The Barista Express BES870 paid extra for warranty that was a waste of time

Hello, this is about the coffee grinder bin. The bin has been okay until suddenly the bar broke in half when using it. I don't have the bin anymore but found the box and decided to write. This bin was used at home and not even every day. I was upset with durability. This item was purchase at Anthony's in Woodbridge, Ontario, together with the coffee machine. Thank you for your attention.

Reference [protected]

Order number [protected]

There is an email trail as long as my arm since 16th august on this matter and my last exchanges are as below:

Today at 1337

Seriously still no answer to my question below?

If I don’t get an answer and I don’t get the part that I am trying to order and have given my card details for I will be escalating this to a major complaint.

Nick Green

Sent from my iPhone

On 1 Sep 2022, at 13:37, Nick Green wrote:

This was paid at 1140

Today by phone and I see no record of the transaction nor confirmation payment taken?

Nick Green

Sent from my iPhone

Please advise me how you are going to rectify this matter?

I bought a Oracle Touch coffee maker and received a redemption pack on a Friday the 11th of August but was very disappointed to find that the coffee that was sent was already a few weeks out of date. It had a used by date of 22July 22. This was not acceptable after paying $3600.00 for a coffee machine and from a large company offering an incentive to buy their product. Very disappointing.

I have been trying to register my new Breville Bambino Plus coffee machine. And it has been ridiculously complicated! First the webpage had a glitch with my android - it didnt give me the option to submit my postcode so the form could not get sent. It came up as a blank for the postcode options (surely you have enough money for your tech team to test this platform & fix it). Then i tried on my laptop, a different form was presented to fill out but the serial number i entered was wrong - no information about where the serial number is found/how long it should be was provided in the form. I tried the barcord number at the bottom of the machine, the 4 digit number etched into the product at the bottom of the machine & the other other numbers i could find. And having to turn an expensive heavy coffee machine upside is ridiculous! Why are you making it so hard to register for warantly online? My guess is so people give up and your company gets away with future problematic products because you then claim 'oh youre warrantly was never registered'.

Fix it Breville its a joke! Also please get in contact with me via email so I can register my product!

We contacted Breville customer support on 31st May 2022 as, for two weeks prior to this, our machine was seriously malfunctioning. The steam function initiated when the steaming wand was in the upright position and I was cleaning it after use with a damp cloth (continuous steam, not purging). This caused a burn to my hand. Later, the steaming wand also came on whilst the machine was in 'stand-by' mode and no-one was using it. We turned it off to stop it. I also advised customer support that the machine was no longer pouring a shot of coffee but instead, hot water was gushing from the hot water spout as well as trickling through the 'shot.' The machine had begun to make a loud, short, grinding noise whilst in 'stand-by' mode.

We have not used the machine excessively (on average, between two and four coffees daily since purchase in August of 2020). We have been particularly vigilant to follow all prompts by the machine for cleaning and replacements of filters etc.

The response from Breville customer support came on the 3rd of June, requesting information that I had already provided in my original email. I had to email them again a week later, as I did not hear anything back after my second email. I was advised of where to take it for repair. I then had to follow up again another week later, as I had not heard from anyone. We were told to take it up with the repair company. I phoned them and they said they could not find a problem and as such, I picked up the machine. It made 2-3 coffees and then the same issues arose. I took videos of the problem and sent these to both Breville customer support and the repair company. The repair company requested the machine back to take another look and Breville customer support advised that they would liaise with the repair company to decide on what to do. We did not hear anything further and I was required, yet again, to chase it up. I was able to get a report from the repair company, who advised of a "significant" manufacturing faults causing multiple issues. They advised over the phone that parts were likely to be "months and months" away and in their written report, advised that even with initial repairs, it was not guaranteed that the machine would be fixed. I provided this report to Breville with a request to consider replacement as at this stage, the machine had been out of action for 7 weeks and looking likely to be waiting for repairs for months more. I was advised the issue had been "escalated to the service manager." I have sent two further emails since then, advising that the place of purchase had another machine in stock if they were amenable to a replacement. No response. The machine has now been out of action for 10 weeks in total. We paid over $3600 dollars for 18 months of use. To be left without a machine for this length of time is unacceptable.

I have now returned my Citiz milk coffee machine for the fourth time to get it repaired. Each time it works for a few cups of coffee then the machine stops pumping out coffee. I have been dealing with nespresso who continually send out a postal slip and back it goes. I rang the bravo repair centre and they told me they cannot issue a replacement. Nespresso tell me they cannot issue a replacement. This morning I rang breville who told me they cannot issue a replacement. And yet again I have no coffee! Surely your company can honour the warranty. I await your reply.

Serial # 20136009c121518009$

Handed in Machine on 18 January at the retailer. The machine was tripping the house power as soon as I switched it on. Also wanted a full service

After various calls to the retailer I was informed that Breville South Africa was only 25th January.

Eventually after numerous calls, i got the machine back on 18 February. As soon as I switched it on it did exactly the same thing. tried it and other sockets in the house, but all tripped as soon as I switched it on it. How could they have serviced it if there is no power and why did they charge me for a service and repair when nothing was done. took it back the very next day to the retailer and demonstrated the problem to them. also tripped the store's power. So now I am waiting again.

I would however like to mentioned that the staff in the store at all occasions was very helpful, friendly and understanding.

Hi I would like to bring to your attention my complete disgust at the poor quality of the elements in the Breville toaster oven, this is the second one we have purchcased, thinking the first failure of the element was just a poor one. But no the second one has also failed after about two years.
the wire wound element encased in a glass tube does not meet expectations, why wouldnt you use a proper element, similiar to what is used in an oven.

To rub salt into the wound we cannot get replacement elements.
this is the last Breville appliance i will ever purchase and I will be telling family and friends to steer clear.

Regards Dennis

I placed an order on 8/3/2020, receiving confirmation the same day. By 8/17/2020 I had not received confirmation of shipment even though the confirmation stated shipping was typically done in 1-3 business days (with free shipping.) I called their customer service to inquire as to the status of the order and was told that the order had been cancelled because the payment authorization had not been received. I found this odd given I'd received confirmation of the order, but even if it had been cancelled, was upset that I was not notified and waited 2 weeks so I was forced to initiate contact. Then, after the rep resubmitted the order, I received confirmation and saw I was being charged $4.99 for a $9.62 item. I had to ASK the charge be removed, which took another 5+ minutes to get the authorization approved. Overall, the call took 15+ minutes to straighten out a problem that initiated on the Breville side of the process. I've placed dozens of online orders with just as many online businesses before and after placing this order and NEVER had an issue with my card being approved. If an authorization confirmation wasn't received, it's an error on the Breville side, especially since I received order confirmation. And even AFTER the order was re-placed again (and payment confirmed), I was told the item (a simple electrical cord) would not ship out for at least 7 TO 10 BUSINESS DAYS! So now a simple order I placed online is going to take over 3 weeks (almost an entire MONTH) to be processed and fulfilled.

If this is really how Breville treats their customers (I have several Breville products) I may be rethinking my opinion of their brand and the company. This was VERY POOR customer service and nothing was done or offered to make up for it in the least. Quite the opposite if anything. I'm not happy about this experience at all.

We purchased this excellent little grinder in September 2019, and its operated very well sicne then. We use it daily and the grind is good and consistent. Its a little noisy int he morning so last night, as I went to an early gym sesssion, I ground a small amount as I went off to bed, leaving it in the grinder bowl.

I got up this morning and lifted out the metal grinder bowl, to pour ground coffee out into my French press. As Iplaced the metal grinding bowl back, It would not click back in and on inspection the plastic ring that connects it was wharped and warm...and the metal bowl was also warm to the touch.

THis is quite bizare and I wonder whether the ground coffee has warmed up and heated the plastic and cause this wharping which now stops the grinder working.

I bought a two portion sandwich toaster yesterday and use it today for the first time, I read the information booklet for first time use and wiped it as instructed, did up a sandwich and used the toaster and when it was ready to opened it and there was a screw on my toast which had apparently come off from inside the lid, I am very disappointed at this happening as it could have been ingested

I bought this today and opened it There was cardboard over something with white middle sticking up - I tried to remove cardboard as it said to do on it and badly cut my ring finger left hand as I had no idea a blade was under there PUT A WARNING ! It is a wide cut and hurts. I hope it heals okay. It was not the best intro to using this processor...

I bought a Breville Iron 5 years ago. I had no problems with it until today when it went on fire as I was ironing. I sustained a burn to my wrist and the iron is burnt out. I was very shaken by this experience and am lucky that I wasn't badly injured. I am attaching photographs of my wrist and the iron showing the burns and where the iron burnt out. I would like to know where I take this matter from here as I would hope that this would not happen to others.
Caroline Kavanagh of Ballyshelin, Bridgetown, Co. Wexford, Ireland. Postal Code Y35 WV88. My phone number is [protected]. Email - [protected]@eircom.net

Hi,

Want to address that I have been happy with the product "Boss to go plus" Model BPB620BAL SIN [protected] purchased on 07th March 2016 until yesterday when fuse trips when a mixer is switched on. Called electrician and he investigated and found that there is an issue with the motor of mixer which is causing the fuse to trip. This is so
disappointing to see good product like boss to go behave like this.

We are so scared now of using it. can we please request you to provide us some solution. Appreciate your immediate attention!

Below are my details:
Mohit Malhotra
3/21 Lynne street
Lalor 3075
[protected]@yahoo.com
[protected]

Look forward hearing from you with positive outcome

Regards
Mohit

Purchased the toaster from Myer four months ago along with a Top of your range Kettle three weeks ago one side of the toaster would only lightly toast one side of the bread. Three weeks on and now the other side is doing the same.
This is not the first time I have had troubles with Breville appliances on other occasions have had bad experiences with customer support.
I have given up on ringing Breville support because of the amount of time waiting to get through. So I have decided to give up and throw the toaster in the rubbish.

Either I bought two of your kettles (recommendation number 3 in CHOICE) in a bad batch or there are design faults: the base furs up and needs vinegar cleaning every fortnight and even when pristine they take a long time to switch off when reaching boiling point
When a complained recently your Breville protective customer advisor said it was a fault of salts in the water. When I said I have not encountered this before she replied stuffily 'I cannot comment on your previous kettles'!
If you think the batch was faulty would you like to send replacements.
I don't want to write to CHOICE