JC
Customer service needs help
Customer service needs help. They make you try useless things at home that’s a waste of time before they have you send in the machine. You would think they were the technicians that were to fix your broken machine. If I knew customer service would be this unprofessional I would have gone with another company. I feel bad for referring this company to so many friends and family members. UPDATE (2026): Hurom finally responded to this review four years later. While I appreciate the response and explanation, my original concern still stands. Cole, I understand that some troubleshooting steps can solve simple issues without requiring a repair. My frustration was with how the process was handled and how much time was spent going through steps that ultimately did not fix the problem. As a customer, when a machine is clearly malfunctioning, it can feel exhausting to repeatedly troubleshoot instead of having the issue escalated sooner. That experience is what led to my review. I also find it concerning that it took four years to receive a response to my complaint. A more timely follow-up would have made a much better impression and shown greater attention to customer concerns. I do appreciate the response and explanation, but I still believe customer service could improve by recognizing when a problem likely requires repair and making the process more efficient and responsive for customers.
Response from HuromMay 15, 2026
Hi JC, This is Cole, the Director of Customer Experience at Hurom America. I'm sorry to hear about the negative impact that our troubleshooting processes have had on your experience with your juicer. Please know, however, that there are valid reasons behind why we ask customers to "try things" before sending their juicers to our facility for repair. Specifically, certain issues (parts not assembling, loud noises, and even a juicer not powering "on") can often be identified and resolved instantly by following these steps. Accordingly, our process is to try these steps (either via phone or via email) before sending the juicer to our repair facility - which can take up to 10 business days - in the interest of getting the juicer back up and running in "real time"! I'm sorry that your juicer still had to be sent in after troubleshooting via phone/email failed. Please know, however, that our team will always be available to assist in the future, and we'll always do everything we can to get you back to juicing as quickly & efficiently as possible. Thank you for taking the time to post, and thank you for being a part of the Hurom Family!