15 Customer Reviews
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Review from Melissa D
1 star03/27/2024
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.*****************************
Jura, Inc Response
04/01/2024
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 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 ManagerReview from Patricia S
1 star12/12/2023
We bought a Jura machine four years ago and weve had to return it 3 times and that was after so many phone calls including to ***********. My husband is ***** and we had your machines in *********** that were always good but here in the US customer service does not answer their phone and does not return phone calls. I would never ever buy a Jura machine in the US as management and customer service is arrogant and non-responsive! I believe an $800 coffee machine should not have to be returned 3 times in four years!Review from Maureen F
1 star10/28/2023
**************** is non-existent. **************** calls are not answered and messages left are not returned. Our machine is malfunctioning and we are unable to contact support. Given the cost of the Jura coffee machines, this is inexcusable.Jura, Inc Response
11/08/2023
Jura has attempted to contact this consumer, with the consumer being unresponsive. The consumer is encouraged to attempt to contact us again via phone/toll free # or send another email correspondence. Rest assured, Jura does have procedures in place to respond to voice mail and email messages that we receive.Jura, Inc Response
11/09/2023
The consumer has been in contact with Jura and the issue has been resolved.Review from Sharon C
1 star10/20/2023
Jura's customer support is incredibly poor. We have owned Jura expresso machines for over 20 years. Our Jura Z9 lost a small o-ring from the Cappuccino Dispensing Spout during cleaning and now the dial component will not attach to the dispensing spout. All I need is a small o-ring. I have been trying to contact Jura for the past week (first time via their online message system and then every day thereafter for five days). I never received a response from my message and each of my calls went to voice mail after waiting on hold for 20 minutes. Incredible!!!Jura, Inc Response
10/24/2023
Jura has been in contact with this consumer and the issue has been resolved.Review from Clark T
1 star10/19/2023
See the email correspondence below:-----Original Message-----Subject: RE: Support Arrangements for repair can be made through **************** at (redacted to pass BBB review filter.)Thank you,JURA Online Response:I find this response by email to be unhelpful and dismissive.I have been attempting to reach someone at that number since 10/16 On each attempt, I have waited on hold for at least 15 minutes and at the end of the wait, the system transfers the call to a voice mail system. As I am typing this, the same thing happened again after a 20-minute wait. I have left requests for a call back each of the 7 times and have received no response. This is beginning to seem like a foolish undertaking.The unit I am seeking service for is my third Jura product. Service in the past has always been rapid, responsive, and successful.This lack of response concerns me. Purchase of a new Jura machine is a significant investment for me. A primary reason that I have chosen Jura over another manufacturer in my past purchases (total greater than $6500) has been my very positive experience with customer service.This current experience does nothing to convince me to continue to consider Jura products. The inability to arrange for service causes me to wonder about return times and undermine my overall confidence in the process.I am inclined now to consider the products as disposable items rather than a wise investment.As I wait for a response, I will be researching an alternative vendor.I hope to hear from someone soon,Respectfully XXXXJura, Inc Response
10/25/2023
Jura has contacted this consumer and the issue has been resolved.Review from Gavin B
1 star09/21/2023
I called spoke to nice lady last name ********** previously I had a Jura 6 upgraded to Jura 10 or Giga 10. Discovered the milk coolers wireless adapter was not connecting to the machine. She gets my address and confirms that she would be sending outa wireless adapter. Next thing I know I am getting a phone call from Jura that she could not send the adapter because its a part I have to pay for. This is not something I want to hear sine the Giga 6 did not last much longer than three years before giving me problems. Not to mention when the Giga 10 arrived the drip **** was broken when we have a replacement being sent as well. Even though this part is only $50.00 plus shipping I am mad enough that I am asking for a RMA or return label to send this machine back to Jura.This was their response they could careless about customers Please return your item to the address below and include a copy of this email inside the package. Once received, a refund for items returned excluding original shipping cost will be issued within **** business days. If you have any questions about our return policy feel free to review it at your earliest convenience.Jura, Inc Response
09/22/2023
This consumer issue had been resolved prior to receiving this comment.Review from LR2023 T
1 star08/16/2023
I reached out to Jura about the milk cooler not working all of a sudden-it's only a year old. I sent their customer service an email. ******* was very short, then finally asks for the model number. I take a picture and send that. ******* responds and tells me to read the manual for recalibrating the machine. First off-why even ask me for the number if you are NOT going to help me? What if I didn't have the manual anymore? Why not say you would be happy to help and send me the step by step instructions and maybe a video link? How hard is it to have decent customer service ESPECIALLY on a product that is SO EXPENSIVE? Extremely disappointing. Jura needs to overhaul their customer service-those people are the image of the company...they represent the entire brand when they answer the phone or an email.Jura, Inc Response
08/22/2023
Jura will contact this consumer and find solutions to resolve the issue.Review from Yev R
1 star08/05/2023
We have Giga 9 Jura coffee machine for $6K. A year since we purchased it and enjoyed the coffee, it suddenly showed an error message: "Empty Tray". No matter how many times we cleaned, the message did not go away. I contacted ************ and they advised me to " clean the contacts with a tooth brash or sand paper...." cool the contacts with ice..... Wow, I was fascinated with these exotic guidance, but tried all what customer service or tech service suggested to do (they are experts on this $6K piece of equipment). At the end, nothing helped me and I sent this machine for repair. The process is odd for such pricey (and relatively heavy) machine - I had to carry it by myself to UPS....After repair, the machine worked well..., but only for a half year. The same error message appear again and nothing helped to get rid of it. My wife called Jura with the idea to return the machine to them and get a refund or to ask for a new machine. Apparently, even if the machine is under warranty, no refund is allowed... even if machine does not work as promised. We were offered two options: repair our machine or get a refurbished one. I guess Jura does not care much about its name.What bother me the most:1) Why this pricey machine is so unreliable? and does not have simple tools for fixing at home by customers? This tray message error is not specific to our machine. I saw a lot of similar complains on the internet 2) Why I should pack and carry their heavy machine to post office **** or ****** if this machine problem is Jura's fault? They should issue a pick up option paid by Jura, not by customers. 3) a Jura person on a phone -***************** - was pretty rude when my wife talked to him and even did not apologize for their faulty machine. Overall, Jura US is not a good company in terms of customer service. The problem is that ********************** Headquarters in *********** is impossible to reach as well.4) expensive Jura's machines can potentially be a waste of money, energy and health.Review from Grayson D
1 star06/14/2023
Tried to contact customer service on multiple occasions via both email and phone to no avail. I even called the business number and every single option goes straight to voicemail. Super frustrating after paying over $6k for an espresso machine.Review from Lisa M
1 star01/20/2023
Purchased an expresso machine (S8) about a year and a half ago for $3000.00. Had a great review and for the price, I assumed it's a great machine and is going to last forever. About a year into using it, it stopped making coffee. After talking to a customer service for an hour, they asked me to send it in for a repair. It was a lot of work trying to pack this enormous machine, and it cost me a lot to pack. I got it back after a while and it worked for another 6 months and same thing happened. Now I have to go through the same thing again to have it repair, and it's such a pain. I expected so much more from such a high end espresso machine.....I won't be buying anything any more from jura. Please don't waste your money.Jura, Inc Response
01/23/2023
We are sorry to hear of this experience. We are happy to contact this consumer to assist in facilitating the repair.Jura, Inc Response
01/26/2023
Several attempts have been made to try to contact this consumer to resolve the issue.Customer Response
02/01/2023
What number are you calling from? No one left a voice mail.Customer Response
05/15/2023
Still trying to get a hold of your warranty department so ************** very expensive coffee machine. Please have someone call me immediately @ ************. Thank you.
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