Jura Inc. — Local services in Montvale

Jura a Luxury Price but Dollar Tree Service My J8 was a BIG purchase for me. I love coffee, I saved my money, and I bought what is, by all reviews, the best machine out there. I was very pleased with the J8 and I took care of it like the investment is was for me. The Jura 8 is a machine, and like all machines, things break, wear out, get loose, etc. So, on or about 12/23/24, I filled out the forms on the Jura site for service, followed the instructions on shipping, and shipped the machine to Jura on my dime. I was pleasantly surprised when on 1/3/25 I received an email from Jura stating my servicing was complete and I was going to receive my J8 via UPS shortly. A week went by, and because I wasn’t given a tracking number, I called the Jura customer service number. After 10 + minutes I had to hang up. I tried again a couple of days later and this time I waited the 15+ minutes and left a message asking where my machine was. No call back. Another week goes by, and I call again. This time, someone picked up. I give her my service number info and she tells me it was sent to Ocean City, MD, an address I lived at 5 years ago! I live in Florida and have for 5 years, and I bought my J8 when I lived in FL. I’m told they must engage UPS to get the machine back to me. Two weeks by and I hear nothing. Again, I leave voicemail and emails. At this point, without coffee for a month, I had to purchase a coffee maker to hold me over. I finally get a call back from Joan and am told the UPS investigation takes time. Joan didn’t know I worked at UPS for 17 years and I knew she was lying to me as it take 5 - 6 business days. On 1/31/25, I receive an email stating UPS lost my J8. Jura would allow me to pay $2K to get a new J8 or they could send me a used one. I was horrified. I took the upmost care of my J8 and I don’t know who had the machine they were going to send me or how if it was taken care off. Finally, with no one at Jura caring and no assistance from Jura upper management, I conceded on 2/7/25 and asked them to send me what they have. I received the used J8 Tuesday 2/11/25 and immediately set it up. This morning 2/12/25, I used the machine and was horrified to see my fears came true. The used machine J8 Jura sent me was 3X louder than my J8. When making coffee, it sounds like it isn’t going to make it, straining at every sequence of the coffee making process. It is obvious this used J8 will not last long. I work for a luxury brand apparel company. People pay a lot of money for our product, and we treat our customers like the luxury customers they are. Our service after the sale is 2nd to none and our customers are extremely loyal. Jura doesn’t get this. Jura takes your money, many times that of a regular coffee machine, and then doesn’t care about you. Jura “churns and burns” its customers thinking that there are others to replace the customer lost. Beware of Jura. Know that after you make the purchase, you are...

Coming from Germany originally, where I had heard nothing but great comments from friends and family in Switzerland and Germany and how they would go on and on raving about the quality of both their Jura coffee makers and customer service, I had no hesitation to drop $4k on a coffee maker for our family. Now, when buying a premium consumer product where you pay that amount of money, you’d expect top notch quality and stellar customer service. To my utter shock, Jura US is an absolute FAIL in both. In fact, in my 52 years on earth I have never been treated so badly by any company, and I have had poor experiences. I had to call Jura after my Z10 started to malfunction after only little under 3 month of use. Their “customer service” frankly is an insult and should be fired and rebuilt top to bottom. They are not only highly ineffective and incompetent, but they have such an arrogance and disregard for their customers that it’s almost comical. Constantly interrupting and dismissing you, talking down on you. Unreal. There were times I thought I’m part of a social experiment… turns out it was just bad, the worst customer service. Don’t be fooled by the marketing. Don’t be fooled by Jura’s reputation built in Switzerland (they’re not the same company). If you don’t believe all these reviews here, head on over to Better Business Bureau’s website. They’re flooded with complaints about this company. I’m just glad I purchased my Jura Z10 through Williams Sonoma, which actually does have stellar customer service. Once I made them aware of the troubles with Jura US they tried to intervene via their in-house Jura reps. After weeks of back and forth Jura still failed to step up and fix the broken Z10, only a little over 3 months after it was purchased. Eventually, Williams Sonoma came to my rescue and gave me another Z10 to try out just in case my original Z10 was a lemon. Turns out the replacement Z10 started to have issues exactly 1 week after I received it. Williams Sonoma then was gracious enough to give me a full refund and basically undid what otherwise would have been a complete loss of $4k. I advised Williams Sonoma of all my failed attempts to get Jura to fix their broken product and I seriously hope that they will eventually drop Jura from their line of products. Jura US does not qualify to be on the shelves of a store that you can expect top quality products and services from. I also wish someone had the funds to start a class action lawsuit to have this company held accountable for their fraudulent schemes. Either way. You have been warned. Stay...

Hideous experience. I’m out over five grand and ten days after my order, my product still isn’t here. Here’s a short list of the problems:

Shipping choices are either UPS ground (for which Jura charges $65 on a $5k order) which has zero visibility on delivery. Or you can pay $300 for UPS two day. I live in an area where UPS delivery is TERRIBLE. It’s incredibly cheap to charge a customer for shipping where they’ve already spent the GNP of a small country on a coffee maker.

Jura insists on a signature for delivery that cannot be waived. I am sitting at home for twelve hours with no ability to know when the three-toothed UPS driver might actually show up. There is no way to sign in advance or do anything other than sit on your a$$ all day waiting for a UPS driver to show up between 0700-1900.

Jura’s phone support is pure Jersey “whaddya want from me?” They are combative and unhelpful and downright rude at times. I grew up there so I am used to being treated like dirt but just be forewarned if you expect some modicum of politeness from the people who have taken your money. If anything goes wrong, it’ll be your fault.

If you’re considering a purchase DO NOT BUY DIRECTLY FROM JURA. Save yourself the hassle and buy from Sur La Table or Williams Sonoma. You might actually get treated like a human being. In this case it’s just not worth it to deal with the...