Breville Arvostelua 11 406

I had an issue with oven trays.
It was resolved in a timely manner.

I would give them a 5 stars but they didn't ship it to military bases oversea (APO or FPO).

Very nice representative solved my problem

I shipped to Brerville a Smart Oven to have the spring repaired for the door which broke. I was charged around a $145.00 to have the spring repaired, which I firmly believe should not break on a $400.00. When I my unit was returned to me, it came back damaged. The top metal cover was bent and it was oblivious the tech who repaired the unit failed to remove the screws on the right bottom side of the unit and when the cover was lifted, it you could see the bends in the were inline with the screws that were left in the unit. I called customer service who was very pleasant throughout the entire process. I emailed your representative pictures of the unit and stated that a new unit would be shipped. Here is where I am extremely upset. At no time did you representative state the I was going to receive a REMANUFACTURED unit. Instead all she said was a new unit, which I feel was extremely misleading. And I I found out. The unit was remanufactured is when I pulled the dripped tray out which you could obviously tell was wiped down when I turned the tray over, crumbs came out of the little space between the tray handle and the space itself. When I investigated the packaging I saw your notice that this was a remanufactured unit. Again, this was never once mentioned to me by your representative.
So, I paid a $145.00 to fix a spring that I feel should never break, or not in three years, received my unit back damaged and then received a fully used unit which is unacceptable.

At this point, I am extremely upset with your company. I would like you either send me a BRAND NEW unit, or a refund of the money I spent to have my machine fixed. I believe Breville was fully aware the unit was bent before returning. There was absolutely no damage to the packaging so the unit was not damaged during shipping. Breville the was bent. There was absolutely no damage to the packaging so the unit was not damaged during shipping.
Again, I feel it was extremely misleading to send your sending me a new unit without mentioning re-manufactured one time. I believe when I call there is a message that states the phone calls are recorded so you can easily go back and check what was said during my conversations with your representatives. At this point I am so disappointed with your customer service in this area that I will never buy another one of your products again unless we find a mutual resolution to this matter.

I would appreciate a response to my email addresses below which you have on file.

Pamela was super helpful. She guided me on how to troubleshoot and gave me endurance that my machine is working as expected.

I was able to speak with a real person who gave me a discount for a machine replacement. Good customer service. Thank you.

quick to answer and very patient with an odd problem.

Because there was no batch # on the bottom of the toaster/oven, your representative said they could not help. A young man visiting today took a look and got it solved. No thanks to Breville.

They are responsive, honest, and very supportive. Highly recommended.

Customer rep. told me that the when the oven was set to 400 degrees. F that the temperature in the oven should be 400 degrees F. When I told him that my oven read 377 degrees F he suggested sending it back. The replacement oven gives me the same result. I was my time and you wasted your time and money. Customer reps should know the temperature deviation that is to be expected.

Very nice helped and fixed the problem

Please stop this from coming to me I don’t want it . Ty

I do not normally leave reviews but I have to say my experience with the Service Customer Care team was excellent. It took some going back and forth in email to get to the bottom of things, but we did. When they decided they could not do additional repairs they gave us fair recourse on a replacement machine.

The woman in customer service who helped me "fix" the ill-fitting crumb tray on my new toaster oven quickly explained that I just needed to turn the tray upside down for a perfect fit.

The lady who helped me matched my old unit with what was current. I even received which I was eternally grateful!

Issue not resolved. The digital display glitched out twice. It did reset when the oven was un plugged and replugged. I was asked to change outlets which I did but it’s very inconvenient. This is a replacement oven the original was one had a door that didn’t seal properly but it never lost the digital screen. I want a replacement without jumping through hoops!

Useless customer service takes forever to respond, I need a new pressure dial as my machine broke within warranty but never heard back

On chat, the chat was disconnected.
On phone, I was told Neville does not support Nespresso kind of machines.
I would gladly give 0 stars if I could.