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Reviews 503
customer
Mar 04,2022Excellent coffee machine (E8) but also an excellent uk based support team who are on hand to make sure you get the best out of your machine and troubleshoot any issues.
Unhappy Jura customer
Feb 18,2022Purchased a relatively expensive coffee machine hoping for exceptional customer service if I ever needed it. Started having issues with my Jura ENA 8 in Nov 2021. Contacted customer support on 4th Dec 2021 via email provided on Jura UK web page. No response. Followed up on 8th Dec 2021. No response. Called the number provided on 10th Jan 2022 to find out that their email has changed and it has not been updated on the website (it still hasn't). Okay, got the new email and forwarded all of the information there. Got one response asking to confirm the address of the purchase on 13th Jan 2022. Sent an email back with the information that was requested. No response. Followed up on 27th Jan 22 and 2nd Feb 22. No response. All I can say is that you are trying really hard to destroy the brand of Jura and you are succeeding. I will never be buying Jura again.
Bob Lister
Feb 01,2022Mixed bag this. I’ve had two Jura coffee machines, both been v good. Customer service is a different story. Had a machine repaired, paid invoice online, called into Jura at Colne to collect and was (v abruptly) told I hadn’t paid. Showed woman on reception transaction on my phone banking app. Still didn’t accept that I’d paid. Disappeared upstairs and brought another woman down to sort it out who showed her how to find it in the computer system. So told , no accused of not having paid by someone who didn’t know how to use the computer. Awful customer service but good machines.
Stephen Twist
Jan 24,2022I purchased a Jura ENA9 in early 2014 which has performed flawlessly over 8 years without issues. To arrange a service and minor repair I contacted Jura's customer service staff, Adam, Peter and Sarah, an exceptional team providing some of the best customer care I have encountered. Well done. Totally deserving of 5 stars!
Nick Morrow
Jan 21,2022I bought a Jura A1 coffee machine 3 years ago, cost circa £600. In the 3 years that I’ve had it, it’s been sent back to the Jura engineers twice. The same reason both times; I turned the machine on, but the touch screen fails to respond. On both these occasions, I was happy with the courier service arranged by Jura to collect and redeliver a ‘fixed’ machine. 3 years on, it’s broken again. This time, the brewing unit is at fault. The machine turns on but makes laboured noises while it prepares itself, before shutting itself off. 2 weeks after an email to Jura, I got a reply saying it will cost £261 to get it fixed. All in all, an unsatisfactory journey with a brand I had no knowledge of, but believed would be good quality. I wouldn’t advise buying their products, I’ve now bought a similar coffee machine for less than the cost of fixing it (for the third time). The coffee is just as good.
carole perver
Nov 16,2021Wow is all I can say. have had my Jura 8 for about 2/3 years and the after sales service is just so exceptional. Whatever the problem ( and you do have to get used to looking after this amazing machine) the team at Jura are fantastic. Have never had a problem that they cannot talk you through - only wish this standard of after sales service was the norm. Thank you so much to all the team at Jura. Carole and john
RogerD
Nov 01,2021My Jura E8 arrived 10 days ago and although it’s simple to operate there is a learning curve when you use the machine via the Jura app. The customer service team at Jura couldn’t have been more helpful. Janet, Peter and Adam have been patient and helpful in explaining how to best operate the E8 and sending me a replacement foamer when the original one refused to behave itself! I certainly recommend the Jura E8 and the customer service team. Thanks
Lisa Brinkworth
Oct 22,2021Absolutely appalling customer service. Bought a really expensive coffee machine for £1000 in February. It hasn’t worked from day one. It produces no froth, weak coffee resembling dishwater several degrees cooler than lukewarm. Completely undrinkable . We bought it online from Jura but due to having our emails wiped had no proof of purchase. We were repeatedly told we would need to pay £300 to have it repaired even though it was under warranty. After months of trying to get a repair or replacement, a Jura representative finally told us all we had to do was provide the serial number and he could see where it was scanned. I provided it and he said he’d come back to me the same day. I waited another month before ringing again to ask what the serial number showed. This time I got through to the one helpful representative I have spoken to throughout this whole exhausting episode. Adam told me that he checked the serial number and saw right away that our machine had been scanned at their warehouse!! Why couldn’t someone have established this months ago? However our stroke of good luck with finding a professional and helpful person at this company ended there. He told me before considering a replacement he would send another little plastic seal as that could be the problem. It seemed unlikely to me. I didn’t see how a tiny seal could possibly affect a faulty heating element. The tiny seal arrived yesterday and does not fit our model! It is for another model entirely! We have now had an expensive coffee maker for nine months standing in our kitchen unable to make coffee. The people at Jura could not care less. Today in desperation we bought a £250 coffee maker from Curry’s. It has produced the most wonderful hot, steamy coffee with just the right amount of foam. Our first coffee in almost a year because of the problems with Jura. We wish we had never fallen for Jura’s sleek marketing which belies a sub standard product and zero customer service. Do not spend money on this product. Other brands on the market do a much better job and are better value for money with far better customer service where staff actually care for customers. Curry’s gave us an over the phone video tutorial as we set up our machine and have told us to call back with any problems. We have experienced daylight robbery with Jura. Please avoid!
Peter M
Sep 21,2021I am a huge Jura fan and have had two Jura coffee machines. The first one lasted me 8 years. The second one has lasted me two weeks. However that is not the reason for my bad review. It is the lack of customer service. It has been two weeks since I raised a support ticket. The support staff have made excuses but not bothered to pick up my coffee machine to be repaired. They have not replaced it or shown any interest in fixing the problem. Last time I will be buying a Jura.
John Pike
Jun 21,2021Agreed fixed price repair for Imprezza z5 which I paid before shipping to them. Had email that repair was complete and an invoice that was higher than fixed price repair. Machine not shipped. Phoned customer services (Janet) some days later who was as confused as I. Apparently they wanted another £20+ for a bit "not covered" they decided to replace without my knowledge. They said someone had phoned but all correspondence was by email and I had heard nothing. Refused to release machine unless I paid on top of £260 already paid. Looking forward to getting my machine back. Suggest you think carefully before using them. I will not be.
neil t
May 15,2021Called Jura UK support as my Jura J6 was playing up - with coffee trickling through rather than normal flow rate. Jamie from Jura talked me through over the phone some corrective actions and had the machine working again within the hour. was thinking the machine might have to be sent off for repair - great relief & thanks to Jamie.
lisa weiss
May 11,2021I was lifelong Jura fan. 4 machines & many referrals, the old machines were great. Bought a 5th in Piano white & coffee was like water. I called Jura & sent it back twice, they had me do all kinds of stuff. Then after the warranty ran out told me the machine did not grind as much coffee as all my older ones but they couldn't take it back because the warranty & only offered me 10% off new machine with trade in of BRAND new machine. I still can't believe after all these years, & all these machines, they didn't do an even trade or at least adequate trade for a machine that didn't work right from the get go & would not back me up. I stuck my machine in a closet where it collects dust. Pretty white machine & I have my old black clunker out that at least makes a decent cup of coffee. When this machine dies, I will look at another brand. I feel like I was misled when I initially called & said the coffee tasted horribly weak until I could no longer return it. by expecting me to buy a whole new machine at almost full price is bad business and just not fair. No more Juras for me. Buyer do your research and beware. Lisa & Brad Weiss San Clemente CA
Colintoo
May 10,2021I am baffled by the negative reviews here. I have owned 2 Jura machines, the first is over 15 years old and still going strong. The second is new and a joy to use. Over the 15 years the first machine has been back for service or repair about half a dozen times. The return procedure has always been very efficient and the Jura staff friendly, knowledgeable and helpful. Repairs are usually carried out at a fixed price and yes, It can be a little pricey but never anywhere near the £1,000 one reviewer suggested. How many small appliances last over 15 years and are still working well?
Jamie Jonas
May 10,2021Excellent coffee machine, when it's fully functional! The fine foam frother seems to be the item letting down my E8, they seem to last less than a year. Not so much an issue if the customer support responded to my requests for a replacement. Both times I've waited well over a month to get a replacement. Not good enough really. Doubt I'll buy another after this.
Peter Pullen
Mar 24,2021I have had a Jura Coffee Machine for several years. I wanted to organise a service and sent the service department an email asking for details and a quote. Have not had the courtesy of a reply. I phoned the day before yesterday and they said most of the staff were working from home - OK - but that they would get somebody to phone me back - still waiting. This does not engender a positive feeling about the company, especially when looking at a possible replacement of my Jura.
Rinat Safin
Mar 02,2021Hello, I just received my Garmin watch that costed me a lot. I was nervous to read all 1* feedbacks. I can shear only my experience. I received it in time. I received a well working device I've been dreaming of with 30% discount. I am really thankful for the C.W.Sellors that helped me to save more than 450 pounds. Thank you guys! I am a happy person.
Milly The Dachshund
Feb 25,2021The products are fantastic. My machine makes great coffee which is what it is all about. When I had an issue with my E8. Rang the Customer service line and told them my problems. They arranged to collect the machine and resolve the problem. A very polite helpful company. Excellent Service from James.
Jeremy Fish
Feb 11,2021Jura have no idea about customer service whatsoever. I am amazed that there are still shameful companies like this in business that are so hopelessly out of touch with customers. I ordered an ENA8 and they delivered it to the wrong address 200 miles away from where it should have been sent. They also abandoned it on an exposed doorstep in inclement weather right next to a public footpath! After managing to rescue it to a neighbour they then failed miserably to collect it despite daily chasing. This was my first experience with Jura and it will be my last. Their disgraceful lack of attention to detail and ineptitude for addressing issues shows complete contempt for their customers. I have asked for a refund and am now trying to get my money back. Guess what? This is now an issue as well. My advice is to avoid this company and give it a wide berth. Instead, choose a major distribution outlet and another brand where you will be guaranteed some protection and proper customer service.
Rob
Dec 02,2020I bought an S8 which cost £1600 a year ago and it arrived faulty. It has been back to Jura for the third time this year. It has been with them for over a month now and no sign of it being sorted. Not sure if it’s a game they play as my warranty will ran out last week. The response I got from the supposed customer service representative when I asked for an update was this: “I have been down into the workshop and your machine is currently on an engineer’s bench you will get an email when it’s in statue repaired” Mmmm....I mean I was hoping for a date for return... My previous machine from Delonghi cost £300 and lasted 6 years without any trouble. Wont be buying another....
Stuart R
Mar 10,2022Could not give this company any better advice other than to keep up the fantastic job you all do. I have an old Jura C5 that had an issue, one quick email to them had them on the phone to me with a price to repair. This was handled by the young lady so well and in no time paid and delivery of a travel case arrived in days. Packed up and called them for collection. A few days later I have an email to say the unit is repaired and will be with me soon. Top quality service but it is to be expected from a company that supplies such great machines. Thank you again to the whole team especially Janet Myers pleasure to deal with you.