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I’m an ex-customer

Customer service non-responsive!

Customer service never bothered to respond to email messages I sent. Finally I contacted their customer service in Australia, where the company originates. I received a prompt response from them, but they said they were forwarding my complaint to US customer service. Again, I never heard anything from the Customer Service department in the US.

Toaster Oven looked great, but didn't make toast as well as our old cheap conventional toaster. One side was always much darker than the other!
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  • Jeff,

    I am disapointed to hear this. When did you contact us? We answer email daily and strive to respond to all email within 1 business day. Did you receive our response that we received your email? Are you sending your email to AskUS@BrevilleUSA.com?

    Please try again, we would like to help.

    In your email, please include the following information so we can get a case started.
    The model number
    The batch code - this will be a 3 or 4 digit code etched into the UL label.
    Your name
    Your shipping address
    Your phone number
    Please attach a copy of your receipt. If this is not available, please tell us when and where you purchased your machine.

    Thanks,

    Breville Support
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  • I first contacted Breville on 10/21/11 by email to AskUs@BrevilleUSA.com. I attached my receipt and photos of the problem we experienced.

    No one responded. Finally I called Breville in November and was told there was no case number. The representative I spoke with recited Breville policy that returns should be made to the retailer, who should handle all complaints, adjustments, or exchanges, and she took no interest in my negative experience.

    I thought this was an unsatisfactory response, so I emailed your Australian headquarters. I received the following in response, "We sincerely appreciate you purchasing Breville product and trust that our USA colleagues will handle your enquiry with priority. I have forwarded this email to them on your behalf."

    I never heard from anyone else from Breville after that.

    I have returned the toaster oven to Macy's for a refund and to their credit, they were terrific to work with.

    I cannot say the same, unfortunately, about Breville.

    I will forward my correspondence with Breville to you at AskUs@BrevilleUSA.com, which should provide the information you requested. It's essentially too late, however, because last week I purchased a toaster oven from one of your competitors. I had high hopes for your toaster ovens based on reviews I read, but now I'm a disappointed former customer.
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  • Jeff,

    I look forward to this information so I can help improve the experience moving forward. What you are saying about the experience you had when you contacted the support team is not at all the experience I would want you or anyone to have when they contact us.

    Thank you,

    Kelly
    Breville Consumer Service Manager
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  • Hi Kelly,

    I forwarded my correspondence and attachments late last night to AskUs@BrevilleUSA.com, so I'm concerned if you haven't seen it already.

    Please let me know if it's not there. There may be something amiss with your email filtering.

    Jeff
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  • This reply was removed on 2012-01-09.
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  • Not surprising about email response...

    I just sent an email to the support address and received an automated "Out of Office AutoReply". LOL. Good one support!
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  • I’m not buying another Breville product
    It's a shame. I'm willing to pay a moderate premium for exceptional products and then I expect to at least receive good service when needed. Breville has some very nice looking products. But my experience is that the company does not have much of a commitment to or sense about customer satisfaction, beyond the superficial.

    I bought a defective Breville toaster oven. I don't know if mine was an anomoly or if their products just aren't good. Their customer service didn't give me any reason to give Breville a second chance to find out.

    This time around I ended up buying a Hamilton Beach toaster oven for half the price of the Breville. And it works just fine.
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