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Sep 17, 2013 09:18 AM

Breville customer service review

A few weeks ago I noticed the lower heating element on my 2 1/2 year old Breville Smart Oven ( the full size) stopped working. I knew it was out of warranty but hoped there was a way to replace the element. They offered to an exchange for a refurbished one with a 6 month warranty. It took a week from the time I shipped the old one to them ( they emailed me a prepaid shipping label) until my replacement arrived.

It's working great and I'm happy with the exchange since I knew it was out of warranty and figured I'd have to buy a new one.

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  1. :) Thanks. I am in the market of getting the Breville Mini Toaster Oven.

    1. I had the bottom element of my SmartOven (650) die at the 15 month mark. Same thing, they offered to replace it with a refurb. I was happy. They even accepted my redacted credit card statement as proof of purchase.

      1 Reply
      1. that is reassuring to hear! i have the panini maker and I love it! It is two years old, haven't had any problems yet, but I would be devastated without it. I have been looking for a good toaster oven, do you think that the smart oven is worth the money?

        2 Replies
        1. re: flamingfoodie

          I love love love my smart oven. I use it more than my full sized one. It's used multiple times a day. I use it more for baking than toasting anything.

          1. re: flamingfoodie

            Ours gets a workout every morning, toasting everything from bagels to French bread, then in the evening we're likely to roast sweet potatoes, bake garlic bread, bake fish or chicken, lasagna, there's no end to what we do in our large oven.

            Yes, it makes pizza, too. :)

          2. BSO is the most used thing in the kitchen. Love it!

            1. Thanks for sharing! I'm so tired of my kitchenaid products breaking after 18-24 months (just past their flimsy 1 year warranty), especially because they are pretty expensive. They are definitely not the products that our grandmothers were buying. My food processor looks to be about to hit the tanker (following their ice cream machine attachment leaking, and my classic mixer not working on the low speed anymore), so I was researching Breville and the first thing I wanted to know is how is their customer service. Kitchenaid's attitude is after one year, you are out of luck. Thanks for taking the time to share!!!

              PS While Kitchenaid customer service policy (not the people) is IMO awful, I have had great customer service from Oxo, Le Creuset, and Microplane, and will continue to purchase from them with confidence!

              4 Replies
              1. re: sunnyskies12

                I was happy with their CS, but I'm not happy with the longevity of their products. i haven't decided what I'm going to do when this oven dies again but I have no plans to buy any other Breville products unless I hear about a significant improvement in longevity.

                1. re: rasputina

                  Here's a thing, with apologies for a short-term thread-jacking. I promise to bring it back on topic at the end. Are today's appliances really shorter-lived than the old ones? Before the advent of the internet, we might know a handful of people who had the same appliance we did. If ours lasted 10 years, and theirs lasted 10 years, well, that's what we perceived as the lifespan of that item in that brand.

                  What if only a small percentage of "quality" appliances fail at a young age? Say 2-5%? What are odds that we would have known about it 'back in the day'? Today, we sure hear about it.

                  Take mixers. There are many old (20+ yrs) KA models still in use, or that have recently died. Read Amazon, CH or GW and that's clear. But was the failure rate of these older models really lower, or the lifespan really longer than with today's models? How would we know?

                  I know a common complaint with online reviews is that most of the positive ones reflect an early 'honeymoon' period that aren't updated when the product fails. This is true, but IMO it's equally true that most of the people who continue to love the product over the years don't tell us about it, either.

                  Which leads me back to - how do we really know if appliances today are worse than they used to be? I imagine this would be a pretty difficult thing to discover.

                  Not saying Breville has a long lifespan, not at all. Mine is only 4 years old, too soon to call it long-lived, for sure. Could be mine is at the far end of Breville's average lifespan or has even exceeded the average, who knows?

                  BTW - just as I was about to post this comment, I thought to see if there were any details about appliance lifespan. Turns out the good folks at Energy Star know. It's 5 years for a toaster oven.


                  1. re: DuffyH

                    My previous toaster oven was a DeLongi that was still working after more than 10 years of use. And I don't think I even paid 50 bucks for it. The bottom line to me is that it's a 250 dollar toaster oven and I don't expect to have the bottom heating element die in less than 2 years. I'm happy that my refurbished model is still working. But I'm not sure I'll willing to give it another try when this one dies. Hopefully they will have a better reputation by that time, or a better product will come on the market.

                    1. re: rasputina

                      <The bottom line to me is that it's a 250 dollar toaster oven and I don't expect to have the bottom heating element die in less than 2 years.>

                      Yes, of course! I couldn't agree more, and did. At least I thought I did.