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Business Profile

Coffee Brewing

Jura, Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Coffee Brewing.

Complaints

This profile includes complaints for Jura, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Jura, Inc has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Jura, Inc

      20 Craig Rd Montvale, NJ 07645-1709

    • Jura, Inc

      PO Box 9 Montvale, NJ 07645-0009

    • Jura, Inc

      134 Shellyland Rd Bldg 6A Manheim, PA 17545

    • Jura, Inc

      81 Ruckman Rd Closter, NJ 07624-2102

    • Jura, Inc

      134 Shellyland Rd Bldg 6A Manheim, PA 17545

    Customer Complaints Summary

    • 72 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:03/28/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Hello, I am filing a formal complaint against JURA Inc. as they have failed to resolve an issue caused entirely by their mistake. Despite my repeated attempts to reach a fair resolution, the company has ignored my concerns and has not provided adequate compensation. Issue Description: I sent my Jura E8 coffee machine to JURA Inc. for servicing. After inspecting the machine, the company informed me that it was not repairable and provided me with two options: 1. Trade-in for a discount on a new machine, or 2. Pay $50 to have my machine returned to me within a few business days. I chose to have my machine returned and paid the $50 fee as instructed. However, after waiting for three weeks with no update or delivery, I became concerned and contacted the company to check on the status of my return. To my shock, I was informed that my machine had been disposed of without my consent. Despite the fact that I had paid specifically for its return, the company never notified me that it would be destroyed. Instead of returning my property as promised, they offered me only $50 as compensation, which is completely inadequate. Why This Is Unacceptable: • I paid for the return of my machine, and the company explicitly told me it would be sent back within a few business days. • After waiting three weeks with no updates, I had to call them myself, only to learn that they had disposed of my machine without my approval. • The $50 compensation does not reflect the actual value of my Jura E8. • The company initially communicated with me, but has now stopped responding to my emails. Requested: I am seeking one of the following resolutions: 1. A fully covered replacement Jura E8 with no additional cost to me (including at least a 12-month warranty), or 2. A direct compensation of $500, which aligns with the company’s standard Trade-In value for this model. Additionally, I request that no charges be imposed on me, as the loss of my machine was entirely due to the company’s

      Business Response

      Date: 03/31/2025

      Hi *****, 

      Thank you for contacting JURA’s consumer services and BBB! 

      I truly do apologize for the experience you’ve 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 her 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!

      Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and our repair facility manager. 

      If you wish to speak further, I am more than happy to speak with you about your concerns. 

      Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ###-###-####. 

      Thank you and have a great day!
      Rafina

      JURA Consumer Services Manager

      Customer Answer

      Date: 04/07/2025

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      ***** *****

    • Initial Complaint

      Date:03/18/2025

      Type:Product Issues
      Status:
      Answered
      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 Jura E6 Superautomatic espresso/cappuccino maker. There's a frother, for milk, attachment that works poorly or not at all. I tried contacting the company where I bought it and they referred me to the manufacturer.. which is Jura. I've been using Jura products for over 13 years. I know how to operate them. JURA's customer service told me to call and they would walk me through the process of producing foam. I do not need them to do that. I can do that myself it's just that the machine will not do it! I've asked for my money back from where I bought it from, **************, they refuse because its past their 30 day policy...and have been emailing Jura. My last email from Jura was returned unopened and blocked! 1700 dollars for a machine that will not do what it is intended for.

      Business Response

      Date: 03/31/2025

      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 her 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!

      Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and our repair facility manager.

      If you wish to speak further, I am more than happy to speak with you about your concerns. 

      Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ************. 

      Thank you and have a great day!
      Rafina

      JURA ***************** Manager

      Customer Answer

      Date: 04/02/2025


      Complaint: 23082658

      I am rejecting this response because:

      I believe the issue is with the frother attachment.. there's a small "froth air knob"... that always.needs special attention to get any kind of froth. The part maybe a couple dollars. If the machine wasn't a few months old I'd gladly buy one but it's the principal. I hate being "that customer" but I've had less pricier ********************** machines that produced outstanding froth. I clean it dally with the tablets and even take the frother apart. When I go to use it the next day I have to take it apart, for lack of better explanation, work the frother k*** then quickly put it back on and then it will produce some froth. You can tell instantly if it's working because it makes a certain sound. When you pass this on to them maybe having send me a new froth k*** will do the trick. This part realistically probably costs a dollar.

      Regards,

      **** *******

      Business Response

      Date: 04/14/2025

      Hi ****, 

      Thank you for following up with BBB and JURA! 

      I have tried to reach out to you several times via email, as I do not have a contact phone number. 

      Please let me know what the best time to contact you to troubleshoot and move forward with a resolution for your frothing issue. 

      This is truly not the experience I want for our valued customer, please reply to my email or call us. 

      Please let me know if you have any other concerns or comments. 

      We can be reached at ************.
      Mon-Fri 8a-8pm EST
      Sat 9a-5pm EST

      Thank you and have a great day!
      Rafina

      Customer Answer

      Date: 04/14/2025


      Complaint: 23082658

      I am rejecting this response because:

      To the BBB... i am grateful for all you have done. I appreciate it!

      To Jura... I have responded to the emails sent by your representatives. They want to hand hold me while I make a cappuccino?  I've used Jura superautomatics for 15 years! As well as ***** and ********. I know how to use the machine. The instructions are easy to follow. That being said,  I did some research on line. It appears that there's many owners with the same problem. Their solution is to buy a separate frother! They have the same experience as me, also with no resolve. You can close this ticket. Sad to say, I may never buy your products again.

      Regards,

      **** *******

    • Initial Complaint

      Date:02/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      RE: Complaint Against Jura Inc. - Undisclosed Maintenance Requirements and Product Failure Purchase Details: Jura A1 Super Automatic Coffee Machine Date: April 7, 2022 Cost: $850.65 Vendor: ****** Jura ENA 8 Coffee Machine Date: July 8, 2024 Cost: $1,817.93 Vendor: ****** Nature of Complaint: Both machines failed after 5-6 months of standard household use (5-6 cups daily). Investigation revealed intentionally undisclosed mandatory maintenance requirements that substantially impact ownership costs. Key Issues: Product Failures: Both machines failed within 5-6 months despite following all maintenance instructions Used only Jura-approved cleaning products Normal household usage (5-6 cups/day) Hidden Requirements: Mandatory professional maintenance every 6 months Must ship to service centers Hundreds in service costs plus shipping 2-3 weeks downtime per service Home cleaning products insufficient for maintenance Engineering Analysis: As verified by my husband (professional engineer): Design requires professional maintenance Built-in obsolescence patterns Standard cleaning products inadequate Documentation of failure points available Attempted Resolution: Contacted Jura Customer Service Followed troubleshooting procedures Attempted resolution through ****** Requested explanation of maintenance requirements Seeking Resolution: Full refund for both machines ($2,668.58 total) Reimbursement for maintenance costs Public disclosure of maintenance requirements Clear documentation of ownership costs Revised marketing materials Supporting Documentation Available: Purchase receipts Service records Customer service communications Engineering analysis Failure documentation Maintenance records I authorize BBB to share this information with Jura Inc. All statements are true and accurate to my knowledge.

      Business Response

      Date: 03/31/2025

      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 her 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!

      Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and our repair facility manager. 

      If you wish to speak further, I am more than happy to speak with you about your concerns. 

      Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ************. 

      Thank you and have a great day!
      Rafina

      JURA ***************** Manager

    • Initial Complaint

      Date:11/20/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Dear Better Business Bureau: I am writing to file a formal complaint against Jura concerning the ongoing issues with my Jura E8 coffee machine and the company's inadequate response to my concerns. Below are the details of my experience: I purchased a Jura E8 coffee machine in October 2019 for home use. Since the purchase, I have encountered multiple issues that required significant repairs. The machine was sent for factory repairs in November 2019, December 2019, January 2022, and March 2022. Despite these repairs, I am currently experiencing another major issue where the machine is leaking a considerable amount of clear water from underneath. The machine is used on average twice a day to make 2 cups of coffee. Upon contacting Jura in May 2024 then again on November 5 and 6, 2024, they refused to provide any assistance other than requiring me to pay for additional repair costs. This response was dismissive, and the company's tone was unhelpful. Given the repeated issues and the substantial inconvenience and expense I have faced, I believe that the Jura E8 may be a lemon product. Despite following all recommended maintenance procedures, the problems persist, leading me to believe there is a fundamental defect in the machine I purchased. I kindly request that the BBB investigate this matter and take appropriate action to ensure that consumers are protected from defective products and poor customer service. I am seeking a replacement of my defective unit. Thank you for your attention to this matter. I look forward to your response and a satisfactory resolution. With sincere regards, **** *******

      Business Response

      Date: 11/21/2024

      Hi ****, 

      Thank you for contacting JURA’s consumer services and BBB! 

      I truly do apologize for the experience you’ve 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 her 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!

      Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and hopefully this experience does not occur with you or any other customer.  

      I will be contacting you within the next 24 hours with several different options for your coffee machine. 

      Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ###-###-####. 

      Thank you and have a great day!
      Rafina

      Business Response

      Date: 12/09/2024

      Hi ****, 

      Thank you for reaching out to BBB and JURA consumer services! 

      As per our recent conversation, in reference to your E8 service repair, JURA stands behind all their products. And if our repair facility deems this machine is unrepairable, due whatever issues it may have; we will assist further. We have different options we can offer you. For example, a replacement machine.  

      Please let me know if you need further assistance, as you have my phone number and email.

      Thank you and happy holidays! 

      Have a great day! 

      Customer Answer

      Date: 12/10/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,
      **** *******

    • Initial Complaint

      Date:11/06/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 this expensive machine because of its durability, and " long life " . I had it for almost 2 years , cleaned it , descaled it and change filter when prompted. One month after the Warranty expired , the machine stopped preforming . I contacted customer service , and they want me to send it for $ 300 for cleaning , plus any parts , and tax . I asked for the manager to call me back, and she said . this machine is like a car. it needs maintenance ? Ok, so why do descale, change filter ect ... and why do you claim its durability and exceptional performance ? In addition, I wrote multiple reviews so other customers are aware of this issue before buying the machine. I received emails to confirm I am trusted review , but then realized they never post bad reviews. Only 4 stars and up. when you sell a coffee machine for $ 1000 plus, you need to back it up and also be honest with the consumer. I found a small espresso business to clean the machine, and he said I needed a ' control panel' when he called Jura , they refused to send him the part because he is not a licensed Jura repair person. So now I have to pay the $ 300 to Jura, even though the machine was serviced, plus pay for part, and tax? They need to post all my reviews so customers can be aware before buying.

      Business Response

      Date: 11/08/2024

      Hi Rana,

      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.  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!

      Thank you for bringing this to my attention, as I can assist further with your machine.
      I will also send you a personal email to reply to and we can work together to get your machine up and running!

      If you wish to speak further, I am more than happy to speak with you about your concerns. 

      Please let me know if you have any other concerns or comments.

      We can be reached at ************.
      Mon-Fri 8a-8pm EST
      Sat 9a-5pm EST

      Thank you and have a great day!

      Rafina

      JURA CS Manager

    • Initial Complaint

      Date:10/17/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 husband and I received our Jura Z10 on September 29 2024. Two weeks after, the water system was not filling. I called the customer service number to try to help me trouble shoot the issue, and none of his recommendations fixed the problem. The technician I spoke to specifically stated "This machine is only 2 weeks old and you shouldn't be having this issue. Pack it up and send it to us and we'll issue a full replacement. I'll send you the return label." We were extremely pleased with this service. We also notified him that we did not have the original packaging and he said "its fine, just box it up as best you can". So that's what we did.When the item arrived at Jura we were sent a notice that it was being repaired. We called to confirm when our replacement was coming and we were told, rudely, "That's not how this works, we don't just replace your item, we've found nothing wrong with it and will return it to you". If we would have known this, we would have just returned it to the retailer because we were within the 30 day return period. We paid ~$4,000 for this item were told that it didnt need to be boxed very well because it would be replaced; and after it bounced around on a truck to Jura, we were told nothing was wrong with it, and we had to accept the return of the exact same item back to us.We contacted the retailer (Crate and Barrel), and they will replace our item at no cost to us. Jura says they may record calls for QA and training. Maybe they should listen to the call from the technician who was helpful and told us we would get the replacement we deserved and honor what we were told. ESPECIALLY after we were told it could be shipped in any type of packaging (not the original protective packaging) because it would be replaced anyway. Unacceptable.

      Business Response

      Date: 10/24/2024

      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 her 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!

      Thank you for bringing this to my attention, as I will touch bases with the representatives you spoke with and our repair facility manager. I'm glad our retail partner, **************, was able to assist further! 

      If you wish to speak further, I am more than happy to speak with you about your concerns. 

      Again, thank you for your loyalty! If you have any further issues or concerns, please let us know. We can be reached at ************. 

      Thank you and have a great day!
      Rafina

      JURA Consumer Services Manager

    • Initial Complaint

      Date:08/22/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Jura Ena 8 coffee machine because of the brand's strong reputation. Initially, the machine worked well, but I soon started experiencing issues with the coffee dispensing. I contacted customer service, and they promptly took care of the machine. After receiving it back, it worked fine again, but the same dispensing issues soon reappeared.Since this was the second occurrence, I followed all the troubleshooting steps, which sometimes resolved the problem, but not always. Eventually, the machine stopped dispensing coffee altogether. I reached out to customer service again, and they were helpful in addressing the issue.However, Im now facing the same problem for a third time. When I called customer service again, the representative I spoke with was quite rude. He claimed that the machine isn't designed to handle oily beans and that using them would cause it to malfunction. While I understand that oily beans can sometimes be problematic, I didnt spend $1,600 on a coffee machine only for it to malfunction if I use them. Im frustrated with having to repeatedly call about the same issue and the lack of a lasting solution.

      Business Response

      Date: 08/27/2024

      Hi ******, 

      Thank you for contacting JURAs consumer services and BBB! 

      I truly do apologize for the experience youve had thus far! After further research, I see your machine was sent to our repair facility and their findings state the coffee sieve was clogged (both times).  At this point, we do need to send it in for service repair. I can have one of my top **** call you back to troubleshoot and/or set up service repair and inform you of the tips and tricks.

      I also wanted to say, 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 her 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!

      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!

    • Initial Complaint

      Date:08/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Broken espresso machine which cost $1300 was not properly repaired under warranty. Was sent a replacement "refurbished" machine which was dead on arrival. Was contacted by a manager ********************* who assured me I will be sent a "like new" refurbished machine with almost no use. Received yet a 3rd machine which was all scratched. Contacted Jura and 2 weeks later received a call back telling me their repair facility "messed up" and sent me a machine with years of use and over 5000 shots on it, this came from **** at Jura.Now waited another week or more and again being told by ********************* "we will send you a good "refurbished " machine this time...Outrageous customer service.

      Business Response

      Date: 08/19/2024

      Hi *******, 

      Thank you for contacting JURAs consumer services!

      I truly do apologize for the experience youve had thus far!After further research, I see your machine was sent to our repair facility and their findings state the setting was set to too fine, per user.  At this point, we recommend a factory serviced machine to assist you with this error. Unfortunately, you were sent the incorrect machine, by mistake (my apologies). However, I am trying to give you the best customer service I can with the situation at hand. Again, I have offered you a VERY low, like-new, cup count replacement. I await, your reply. 

      I also wanted to say, 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 her 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!

      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!

      Customer Answer

      Date: 08/19/2024


      Complaint: 22155604

      I am rejecting this response because:

      I have sent back all the equipment and have no working machine. 

      I am not comfortable accepting a refurbished unit.  ************************ is ingoring my request and keeps repeating that she will only send a refurbished unit.  This is totally unprofessional *** a premium brand such as Jura should provide an appropriate level of Customer Service *** Courtesy.

      I would like a brand new replacement machine sent to me at earliest date possible. 

      The reddit r/superautomatic community are all awaiting a resolution on this to make an educated decision on the purchase of their next superauto espresso machine. 

      Thank You 


      Regards,

      *************************************

    • Initial Complaint

      Date:08/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 Capresso ******************* maker two years ago. 6 months after purchasing, the coffee maker stopped working. I called the support number for support but no one answered. I left a VM with my call back number.Repeated attempts to call Jura for warranty repairs have failed. They will not answer the phone. I have left multiple messages which are never returned. I went back to using my old coffee maker and have almost given up on the hope that this company will return my calls and send me a replacement CoffeeTeamTS or repair the one I have. I almost threw it away today but checked BBB and see that this is a common problem with this company. My hope is that they will see this and reach out as they have for others.

      Business Response

      Date: 08/19/2024

      Hi *******,

      Thank you for contacting JURAs consumer services!

      I truly do apologize for the experience youve had thus far! I see we have attempted to contact you several time in reference to your Capresso Team TS. I will have someone contact you directly, as soon as possible. 

      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 her 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!

      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!

    • Initial Complaint

      Date:04/14/2024

      Type:Product Issues
      Status:
      Resolved
      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 Jura E6 approximately 1.4 years ago. Within the first year the unit has broken. Repeated attempts to call Jura for warranty repairs have failed. They will not answer the phone. *** left two messages which are never returned. They sell a product with a two year warranty but have zero desire to honor warranties. I have no idea how to get this machine repaired in the remaining six months of the warranty.

      Business Response

      Date: 04/15/2024

      Hi *******, 

      Thank you for contacting JURAs consumer services!

      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 representatives 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 my supervisor call you back and get this issue resolved as soon as possible. 

      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!

      ****************s Manager

      Customer Answer

      Date: 04/24/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Regards,

      *************************

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