Complaints

This profile includes complaints for Breville USA's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Breville USA

  19400 S Western Ave Torrance, CA 90501-1119

• 

  Breville USA

  2851 East Las Hermanas Street Rancho Dominguez, CA 90221-5507

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.

• Initial Complaint

  Date:10/07/2025

  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.

  Business Name: Breville USA (Breville Group)Product/Service: Breville Barista Express Impress (***)Order/Purchase Date:05-01-25 Amount Paid: $612.46 Case Number(s): Breville Case #R104524877 AND #R104543222 Where Purchased: ************************** Complaint Narrative (what happened):I purchased a Breville Barista Express about four months ago. This is my third Breville Barista Express in the past six years, and I know how these machines should perform. Since purchase, this unit has been inconsistent: it sometimes reaches pressure but no espresso dispenses, the right side overheats abnormally, and it sometimes makes a buzzing noise. Even when it does pull a shot, the taste is poor relative to my prior Breville units.I have troubleshot thoroughly: used fresh beans, ensured proper grind/tamp, run the cleaning/descale cycles regularly, and used double-filtered water to prevent hardness/scale. The issues persist.On 9/16/25, I spent an hour with Breville ***************** including a video session. During that session, the machine failed to dispense (no liquid came out). The ***resentative later claimed her video froze and refused to acknowledge the malfunction. On a second test in the same call, the machine did run, and the *** claimed the case / problem had been resolved despite my clear explanation that the issue is intermittent.I requested a supervisor callback and was told I would receive one within two business days. No one called. I sent a detailed warranty escalation email on 9/29/25; in that email i enclosed videos of machine malfunction. Brevilles initial email promised a response within 2 business days; no response. Yesterday, I received an automated notice stating my case would be closed for no response, even though I am the one waiting on Breville to follow through.Desired Resolution:Honor the 1-year warranty by ***lacing the machine, or refunding if ***lacement is impractical.Send written confirmation of the resolution path within 10 business days.

• Initial Complaint

  Date:10/01/2025

  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 back in 2022 for nearly $3,000. The original unit was defective and had to be shipped for service multiple times. Eventually, Breville determined that the machine could not be repaired and sent me a replacement unit (Model BES990DBL1BUS1) on June 20, 2023.Recently, the replacement machine began showing an ER15 error and prompted me to contact Brevilles customer service. I was told to ship the unit to their service center for assessment. Despite being informed that the process would take 10 days, it took three weeks, and I was later told that the unit was irreparable.Breville refused to repair or replace the machine because it was outside the 2-year warranty period (even though it was a replacement for a defective product). Instead, they offered only a 35% discount on a new machine. As of September 30, 2025, more than 30 days after shipping the unit to Breville, they still have not returned my machine.I believe this is an unfair resolution, especially considering the high price and the repeated product failures. I am requesting that Breville replace the defective machine at least with a refurbished one if they cannot repair their own machine or give me a more substantial discount than 35%! (They initially offered 30%, but after my attached response increased by 5%! )

  Breville has informed me that my espresso machine was damaged during shipment to their service center, and they sent me a photo of the damaged unit as proof. This means the damage occurred while the unit was in Brevilles or UPSs custody, not due to my use.
  Breville has refused to repair or replace the unit and only offered me a 40% discount on a new one. They also have not returned my machine after more than 30 days.
  Given that the damage occurred during the service process that Breville requested, I believe the company should take full responsibility and either provide a replacement machine or a refund of the purchase price.
  
  

• Initial Complaint

  Date:09/17/2025

  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 am writing to file a formal complaint against Breville regarding a severely mishandled return and refund process for a defective coffee machine. Purchase & Initial Defect: I purchased a Breville coffee machine in June. The first unit was quickly returned due to a quality issue. Second *************** Authorization: The replacement machine also malfunctioned. On July 25, I called customer service and was granted an "Extra Exemption" for a full return. I have a recorded copy of this call where the agent explicitly approved the return. Successful Delivery & Delay: The returned item was successfully delivered and signed for at the Breville warehouse on August 12. Repeated Failed *********** Since then, I have contacted Breville customer service over five times. Each time, I was promised that the internal team was "locating the item" and that I would receive an update within ***** hours. None of these promises were fulfilled. Current Status: It has been over a month since they received the product, but my refund has not been processed. Breville's failure to resolve this, despite clear evidence of delivery and their prior authorization, constitutes a complete failure of their customer service and a violation of basic consumer trust.I have exhausted all options with Breville directly. I now seek your assistance in compelling them to issue my immediate refund and rectify this unacceptable ****************** tracking number: **************** Breville case number for confirm return: R104440551 Breville case for giving my refund: R104478089

• Initial Complaint

  Date:09/17/2025

  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.

  My espresso is not building pressure. Ive been back and forth on emails with no resolution

• Initial Complaint

  Date:09/05/2025

  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.

  Product: Breville Dual Boiler Espresso Machine (BES920XL)Ownership: 9 months Issue Onset: ~7 months after purchase Problem Description:The machine no longer reaches proper extraction pressure. The gauge remains under 4 bars despite correct fine grind settings, proper dosing (1820g), level tamping, use of fresh beans, and full maintenance (cleaning, descaling, backflushing). The machine worked correctly when new, which indicates a progressive mechanical failure, likely involving the pump, OPV, or group head. This defect prevents the unit from producing espresso as intended.Attempts to Resolve:I have contacted Breville support multiple times. Each time, I was advised to repeat basic troubleshooting and to use the dual-wall basket, which contradicts Brevilles own documentation for single-wall basket use. I requested escalation to a supervisor; I received a voicemail promising a follow-up email to schedule an appointment, but no email was ever sent. I have continued to open support cases, but they are repeatedly closed without resolution.Warranty Status:The machine is still under the 2-year limited warranty. The defect appeared at 7 months, making it a warranty-eligible failure, not user error. The unit has been maintained according to Brevilles instructions.Desired Outcome:I request Breville honor the warranty by providing one of the following:1.Escalation to a qualified technical supervisor;******** or replacement of the unit; or 3.A full refund if repair or replacement cannot be promptly provided.I can provide proof of purchase, serial number, video/photo documentation, and records of prior support cases.Summary:The Breville Dual Boiler BES920XL has failed within the warranty period. Repeated attempts to resolve this defect through Breville support have been unsuccessful, with cases closed without resolution. I am seeking corrective action under warranty.

• Initial Complaint

  Date:08/28/2025

  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 $699.95 Barista Express, Model BES870BSXL, machine online from ************************** on April 10, 2025, as a gift for my husband. The company claimed that the sale included a warranty on the product, claiming they would repair or replace the product or provide a full reimbursement the full amount of the purchase price. Initially, the machine worked perfect and was relatively easy to use. By July, however, my husband began having trouble with the machine. The machine was not maintaining proper pressure and was not properly expressing. He called for customer service and, after guiding him through multiple tests, they opined that the problem was related to scaling from the water. They said they would send a descaling kit right away. But they didn't. Several weeks went by. We reminded them of their promise and finally, on August 1, they sent the descaler kit. With guidance from customer service, my husband used the descaler kit. It did not help -- and the customer service agent admitted they did not think it would help. They had him do tests again. Then they told him the problem was the coffee grinds he was using (which he had bought from Breville). They made him go buy new coffee beans, which he did. It still did not help. He called customer service again. They had him redo the same tests. We asked for a box and label to send the machine back for repairs; they refused.The pressure is still not correct. Each time he tries to use the machine, he has to adjust and re-adjust the settings. The espresso pulled from the beans is now pale and low in flavor. When we ask for them to take the machine back and make repairs so that it will operate the same as when we bought it, they refuse. Then they ask to do the exact same series of tests that he has done multiple times already. They are clearly refusing to honor their warranty. We paid $700 for a machine with a warranty and this company will not honor their warranty. Now I just was a refund on this garbage product.

• Initial Complaint

  Date:08/22/2025

  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 what I thought was a replacement blade for my breville food processor. When I received it. It's didn't fit my model. I tried to return it and am unable to reach anyone easily. There's no return option on the website either. I called customer service and was put on hold for hours. The number I called says they didn't return parts.

• Initial Complaint

  Date:08/15/2025

  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 spent nearly $400 on a Breville Grind control on 11/14/2024. I have been calling them without resolution for about March 2025. This is a lot of money for a coffee maker to have the "grind part" not to work like it should. I feel this is a used or refurbished Breville coffee machine sold as new. I have done everything I am suppose to do with this as far as maintenance, cleaning, buy expensive coffee beans so there is no oil etc. they want me to take off of work, go down to **** the they will take up to 10 days for there mechanic to see if they can fix it or not, then they will let me know how to deal with my expensive Breville coffee maker is going to be handled. In the meanwhile I have to go out and buy ANOTHER coffee maker to have coffee at home because I had donated my old one which has work for years with no problems.

• Initial Complaint

  Date:07/25/2025

  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 Express (model BES870XL, serial *********************************** and contacted Breville support on July 7, **************************************************** the grinder. The issue occurs even when no beans are present, and renders the machine unusable at certain grind settings. I provided detailed troubleshooting, confirmed cleaning steps, and requested repair under warranty.Breville support initially responded and promised to send new upper and lower burrs on July 11. I provided my full shipping address immediately. As of today (July 25), I have received no tracking number, no shipment confirmation, and no further responsedespite sending three follow-up messages between July 15 and July 22. I have been completely ignored for over a week.This is a serious warranty issue, and Breville has failed to follow through on its commitment or provide any meaningful support. I have kept full documentation of all emails, and I am attaching the entire support thread to this complaint.I am requesting one of the following:1. Immediate shipment of the promised **** replacement parts with a valid tracking number OR 2. A prepaid return shipping label so I can send the machine in for inspection and repair under warranty Breville has left me with a non-functional product and no path to resolution. I am asking the BBB to assist in holding them ********************************** Case #: R104421807 Name: **** ******* Email: ******************

• Initial Complaint

  Date:07/23/2025

  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 am writing to formally express my concerns regarding a recent purchasethe *********** espresso machine acquired approximately one month ago. Since initial use, I have encountered recurring issues that prevent me from producing a quality espresso, which is disappointing considering the reputation and cost of your brand.Over the past few weeks, I have contacted your customer service team multiple times. Each interaction has involved extended phone and video calls, lasting 1 to 2 hours, during which troubleshooting steps have been repeated and assurances given that this will be the last time. Despite these efforts, the issue remains unresolved. For example, today I participated in a total of 12 calls and two webcam sessions without success; on July 16, I had a web call over two-hour video call along with several other communications.I appreciate the efforts your team has made, including running tests and sending fresh coffee beans from your company to help diagnose the problem (even thought I made it clear to your team that i buy my beans fresh from a coffee shop who roast their beans weekly). However, the situation has not improved. Additionally, there have been instances where calls were disconnected unexpectedly without follow-up, which has added to my ************** appears that the support process may be unintentionally prolonging the resolution, possibly in hopes that customers will too fatigue to pursue further assistance or warranty claims. I sincerely hope that is not the case, but the ongoing unresolved issues give that impression.Given the circumstances, I respectfully request a clear and definitive resolution to this matter.