Business ProfileforJura, Inc

MAY THE ***** BEWARE Purchased a refurbished Giga 6 which arrived with several issues, most serious being that the drip **** was seriously damaged, was not able to be securely fastened to the machine, and leaked.I contacted customer service. They responded promptly but were dismissive, patronizing, and completely unwilling to accept responsibility for the damage to the tray. They implied that it had happened during shipping (but there were NO fragments of plastic in the packaging) or that I had damaged it during unpacking (it was in a recessed cavity in the top of the box, I did NOT damage it when removing it).Finally in frustration, and as a vote of NO confidence in their corporate culture or, for that matter, their expresso machines, I asked to return it. It is currently in transit ******* and I hope that Jura at least honors their 30 day guarantee. Based on my experience thus far, I am not confident.I left two reviews on the Jura website about this experience but NEITHER HAVE BEEN POSTED. This validates my impression that the company does not hold itself accountable.One would think that a company charging an astronomical amount for a luxury item would have an inkling of what good customer service entails. I will never recommend Jura to another buyer.*****************************

Hi *******, Thank you for contacting JURAs consumer services and BBB!I truly do apologize for the experience youve had thus far! This is absolutely not the type of experience we want our valued customer to have. I completely understand your frustration as I would also expect more from us. I will go ahead and reach out to the representative and make them aware of this issue. We definitely want to prevent this from happening again in the future. If further training is necessary, we will also make sure that this is done as customers should be our number one priority. We absolutely appreciate your feedback. We value your opinions and without our customer concerns and comments, we would not have been able to grow as a company and provide you with excellent customer service over the years!I will have one of my top reps reach out to you to rectify this encounter with us. Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ************ and any of our **************** Professionals will gladly assist you.Thank you and have a great day!JURA CS Manager