JURA Reviews 

Dont expect any sort of help or service

We had a Jura ena 4 for two and a half years in this time we sended the machine 3 times back for maintenance because it didnt work anymore. After two and a half years the machine broke again at this time it didnt have any warranty anymore. The coffee was great but the machine quality was lacking.

I have the A1. It’s terrible. I’ve had to send it in twice with all the shipping costs. It’s hard to clean.

If I could give No stars I would. Our Jura went for a service. We believed that any parts were included in the £250 service. But UNBELIEVABLY Jura ring to say the spouts need replacing at an extra cost . And then when we got the machine back the lights didn't work!! We reported this back to Jura who said we can replace the lights for ... £175 !! The lights worked when we dropped it off for a service !! Absolutely horrendous customer service from Jura . PLEASE THINK AGAIN IF YOU ARE CONSIDERING BUYING FROM JURA .

I have a Jura coffee machine.
Last year I spent £450 on a poor service , not a repair.
This year Jura the machine has a fault and Jura are unwilling to repair without a hefty repair bill and quick to offer a trade in price.
I do not have money to burn and extremely disappointed at the customer service from Jura.

I am shocked to read these reviews. JURA UK and their machines are fantastic. I have 2 machines a 13 year old Impressa 7 and a 10 year old Giga 5. I have had both serviced and the UK HQ customer service is superb for parts, service and advice. My only regret is there is no portable model for holidays! Yes they are expensive but worth every penny. Full marks to the UK team in Lancashire.

“Upgraded” coffee machines, they make it obscenely expensive to fix, but offer trade ins. So they over sell the fix, but then like good used car salesman, they make sure to really give you next to nothing for the trade in. The new machines are crap. The coffee feed located on the top, feeds sideways?? You have to manually shove beans into it. The engineer apparently thought putting a grinder at the bottom and letting gravity work was too clever, so it’s at the corner….without a slope. So stupid. Also, it knows when it’s out of water but doesn’t know it’s going to pour a 2ounce cup of coffee and then notify you? Wasted $2k on this poorly designed coffee machine that’s a bigger pain than it’s worth. I hate hate hate this machine, I’m so sad I’m stuck with it because it cost so much.

NO ONE answers the phone! On hold for 30 minutes - they don't call back. They sent us back our coffee machine without giving us a tracking number or letting us know when it was shipped, etc. Still haven't received it and jura isn't responding at all. Machine broke down after 18 months!!

Our Jura coffee machine failed soon after purchase and was repaired by retailer. It has since been returned to Jura 3times. Personal use only. Once under guarantee, second time they requested around 350€ to repair then agreed due to the months we had been without the machine that the repair was not chargeable. Shortly after receiving our machine, it again failed and we just gave up as a bad job and reverted to using our old Nespresso machine. Eventually, I thought why accept a 1000€ machine failing constantly and contacted Jura November2023. They agreed to accept the machine for investigation and repair. Next news was January to pay 319€ as they claimed breakdown due to not respecting maintenance. Jura states the machine indicates after 180 coffees that maintenance is required. Never has this machine indicated anything since day1.
March2024 Jura claims ( never having given an estimate for repair ) either paying 319€ and returning the repaired machine to us or disabling the function of the machine and returning to us for a delivery fee of 50€

My S8 was purchased in 2019, almost 5 years old and im having problems such as shutting off randomly, part gets stuck when doing up and I asked them what would be a cost to repair and the warranty afterwards. They quoted me $440+tax and 90 day warranty. I asked about how much for the tax and they said we need to look at it. Huh? About $2800 device and it will cost me over $500 to repair with a 90 day warranty. No more Jura.

Have a Jura ENA8 Love it Great product and customer service,
My husband purchased this new machine for me as a New Years gift, it started running slow about a week ago, we tried online troubleshooting, then we just called the customer service number 1-800-2205701, and nice lady, a real person called back and we trouble shooted, was so easy, she walked me through on just cleaned the nossel and it was working perfect again, its so nice to talk to a real agent, patient and professional, also, a few hours later I got another phone call from an agent reply back to my first message, very pleasantly surprised on the great service and follow up. Thank you, love the machine and the product, making amazing coffee and expresso!

I’ve had four Jura machines. Great machines. Needed to speak with customer service. Got through on first call. Until the line went dead just as they were about to get my email address to send me something we discussed. Have now tried for weeks to reach them again. Wait on hold for 20 minutes each time until you get a message that says leave a number and they will call you back. They NEVER call you back. And you can never reach them. High end machine with the worst customer service anywhere. Now for the first time in almost 20 years, am shopping for a different brand. They don’t deserve my money.

Like many others on here, all phone calls and emails have been unanswered. I wanted to return two products and have been unable to do so because I LITERALLY can’t get anyone to answer or respond. I’m out $100 on accessories that are useless. I love my coffee but I will never use this company again. Customer service is so important. Especially on a coffee machine on which someone paid easily $1000 if not more.

The U.S. distributor for Jura does a horrible job with customer service. There are WAY too few employees at the distributorship. I finally reached someone after 20 minutes on hold who told me that my problem with the water tank flanges was not unusual. It is a very poor design. I will wait to see if the water tank she sends is better. If not, I will return the machine. Glad I bought from Costco. Wish I could give Jura customer service less than one star, because the other times I have tried to reach customer service on this one month old machine, I never reached anyone, but left several emails. There is never a return call or message. The problem is the distributor for Jura in the U.S. and I hope Jura in Switzerland soon notices this.

Had a Jura A1 since 2020, very happy with quality of machine and coffee made until it stopped working (burning smell followed by loud bang and smoke from inside the machine) last week. Quoted £271 to repair by Jura UK with all repairs guaranteed for just 6 months. Won’t be going ahead with that offer as I can buy a brand new machine with a 2 or 3 year guarantee for not much more.

Overall can’t recommend Jura based on initial high cost, catastrophic failure of machine after just 3 years and exorbitant cost of repair.

Absolutely terrible service. Compared to my experiences with the London team this is the complete opposite. Phone number doesn’t work. Email responses lack any helpful response. For such a good brand, I DO NOT recommend using US services. SHOCKING. do better Jura US. And the prices are worse in the US than anywhere else. You get nothing for having to pay so much more. How is this even allowed?

In July of 2023 we purchased a Jura Ena 8 from a local cooking store that we frequented. Cost = $2300.
By August the machine would no longer function. Specifically when the machine dispensed coffee it would say "System is filling" and not finish the brew. This was not our first Jura. In fact, we were replacing one in our home that performed for 6 years and had other machines in my office at work.

We contacted Jura who said the machine had to be sent to Vancouver to be serviced and that I should either bring it back to the store we bought it so they can ship it or, we could ship it to them at our cost.

Bringing it back to the store and having them ship it back was also not a good experience (Another story) and resulted in delays getting our machine back.
When shipping back to Quality Coffee Systems in Vancouver we were told the following by the technician:
1) The grinds of our coffee were being ground too fine (The grind setting we use is in the middle or medium grind). He explained that it needed to be in the course position. We tried that and the coffee is so weak that we don't like it. If the machine cant operate using the designed grind settings or to produce good coffee than why market it that way.
* The machine is marketed to produce expresso, cappuccinos, machiattos etc. yet you cant use it?
2) we should open the drip tray after using it to prevent humidity inside the machine. (That would look terrible on the counter)
3) They said our beans were ok. (Apparently you cant use oily beans). ok I get that and no problem we don't anyway.
4) we were going to be invoiced for the shipping to return it to us.

In all fairness, after some complaining they did end up covering the cost of the return shipping.

Update**** it is now early December and our machine is doing this again.

Here we go again. There is no way to contact Jura directly and have to go through Quality Coffee Systems.

Love my S8 machine, but now it leaks. Call the 800 number and after 15 minutes u are forced to leave call back number. After 6 months of trying the single call back went to voicemail. So I emailed. The response says call the 800 number. Tried JuraLive session. 30 seconds into the call he said call the 800 number. In 2020 the hotline was outstanding. Now the hotline does not exist. Love the product but would not recommend due to hotline.

I do not believe Jura actually has a customer service department any longer. Jura CS was bullet proof in the past but over the last year, satisfaction is zero. Calls are not answered no matter how long you wait - i tried today and let the phone sit for 15 minutes until the system ended call. If you leave a callback number, beware that their call backs come from various numbers that register as a robo call if you have a spam blocker app - so you won't get the call - very poor design for helping customer. I have added the numbers to my contact list each time i have missed a call but the next time I attempt this feature they use a different number and again it goes to spam! I would not buy Jura again in the future, machines are great, but simply try to get a part from them - forget it! In my opinion a product is only as good as the company and customer service that stands behind it - little problems become big ones when a customer cannot get help!

Jura customer service does not answer their customer service line, does not respond to messages left on the customer service line, and does not reply to messages left electronically using its messaging link. The level of support for a product this costly is shocking and unacceptable.