Breville Reviews 

Great company.

I bought my machine 3 years ago and had an issue with the grinder. they repaired it for free, paid for the shipping both ways. thats an exceptional customer service and a company who stands behind its products

Customer service was above and beyond. I was sent a replacement due to my faulty toaster appliance. The communication I received was great and issue was solved within a week.

Breville has zero honor for their customers. It took me 4 hours on the phone and video call with customer support to prove an issue with my stand mixer. I then had several phone call and email follow ups to have my unit replaced under warranty because of factory issues. I was forced to first return my only stand mixer and wait for the replacement to arrive weeks later. I will never buy another Breville product.

Their additional extended warranty does not provide any protection and I did not use it because I have not had my stand mixer for 6 months. The extended warranty is still subject to the discretion of Breville whether the issues should be covered or not. The overall experience was not enjoyable.
EDIT TO UPDATE: Breville is saying that I use my machine for commercial use, when I do not. I informed them I have a home bakery business to which they try to say I use my machine commercially, I use the machine once a week for about a 20 min increment. Most of my products do not require a mixer nor is the mixer big enough for large batches. For them to try to use that against me is a way to take responsibility for a faulty product and a poor return policy.

The website used to order my Smart Oven Air Fryer Pro was easy to use. I purchased 2 ovens for 2 different addresses. One was delivered without a hitch and is working great. The other had an issue with delivery, not the fault of Breville. It was difficult reaching customer service as the wait times were very long and leaving my number for a call back did not result in one. However, every customer service representative I spoke with was friendly, professional, helpful, and solution-focused. My first contact involved getting the oven re-shipped. Once I received it the LCD light on the display panel did not illuminate. Back to the long wait to speak with customer service. My second contact was also a great interaction with an agent and resulted in a solution. The replacement and return process was easy to navigate and I now have a direct email which has greatly shortened the wait time. Here's hoping I will not have to use it again.

Excellent customer service! Helpful, polite, informative. We had an issue with our machine and were able to exchange it without any problems.

Customer service was excellent. My breville oven was damaged upon shipping. I took a couple of pictures and was told that it was beyond repair. Emails were sent with detailed instructions for drop off at UPS. It was an easy process and I received a brand new oven within about a week.

I bought a Breville Paradice 9 for CAD $470.07 and used it once to process celery, carrots, and potatoes with the included S blade. After cleaning it, I found visible scoring inside the main bowl that appeared consistent with possible blade contact.

My initial emails went unanswered, Breville's support portal repeatedly produced authentication errors, and support denied the claim as cosmetic without inspecting the bowl, blade, spindle, coupling, or alignment. After I documented the experience publicly, Breville suddenly authorized a complete replacement as a "special exception" but required either a return-first UPS process or a temporary credit-card authorization that could be captured if the return was not completed within 25 days.

That does not restore my confidence. A premium appliance should not show this condition on its first normal use, and a 30-year motor warranty means little to me if a day-one problem is dismissed without a technical assessment. The matter remains unresolved. I will update this review if Breville provides a genuinely satisfactory resolution.

Support was great. She was great, supportive and patient.

The support person was professional and courteous; walked through few trouble shooting steps and resolved the matter.

UPDATE:
Breville’s claim that I only contacted them once is false. This has been a 7-year saga with numerous emails and calls (no record of calls of course).

Breville offered a satisfactory solution the day after I posted the below review. Quite the coincidence 😄 I’m happy now finally.

Only disappointment remaining: I was kind of expecting Breville to say “whoops, yes we see you sent a lot of emails, video, etc. and we would like to fix the situation” … I was hoping they might acknowledge that my path has been a little more difficult than just “sending one email”, then I’d be 100% satisfied.

— ORIGINAL REVIEW —
Warranty claim on very expensive appliance – kitchen Wizz 16 peel and dice. Motor faulty out of box and have not been able to use appliance at all. Contacted support a few times about warranty, but always they fobbed me off (“the motor is supposed to rattle and be noisy” they said). Final result after sending videos etc Breville agreed the unit is faulty but instead of replacing they are offering me a discount on a new unit. Ie, they are trying to make more profit off me by making another sale. “25 year motor warranty!” is brags prominently on the box. Ha ha ha! Well I sure fell for it and bought one as a result. So bravo to Breville it’s a good sales gimmick.

I got a response! i wasn't sure bc the support chat link wasnt working and the support phone number had a voice greeting that they were out of office when I was calling during the posted open hours. I wasnt sure that starting a case would lead to anything especially since the website was not very intuitive. Anyway, happy to get an email response by email. Hopefully the solution provided is correct!

Quick and easy. Representative was very polite and helpful.

Alyssia was so helpful and friendly!! I am very happy with her support.

Great customer service

You graciously and quickly responded to and rectified the issue with our device, with respect and understanding

The rubber gasket on the basket of my 12 cup Breville coffee maker was tired out after several years of use. I called Breville and was able to purchase a replacement.
It arrived on time. After a few uses (less than a week), the gasket split almost in two. I callled Breville service today and they are sending me another one at no charge.
This is what great companies do!

We simply received a bad oven. The trays didn’t fit in. These ovens are great and we knew what to expect and it was just built wrong. The team did a simple video call and saw the problem and sent us a new one. Easy and responsive because we could actually talk to someone. Thanks for having a call center so you can talk with a human.

Friendly staff, solved problem very quickly