1,651 reviews
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Pros
Verdict
Baccarat is highly regarded for its responsive and supportive customer service team, who manage warranty claims and replacements efficiently. While some manufacturing faults and coating issues occur, the company demonstrates strong accountability through its lifetime guarantee and goodwill gestures. The overall experience is defined by professional communication and a commitment to resolving product issues without hassle.
I am impressed with the service, the ease of making a claim and the speed of the service. Alexandra was great too deal with and I really love my 32cm Green Stone Pan.
A wonderful online shopping experience! Fantastic range of superior products at realistic prices. Found exactly what I was looking for and although the item was currently out of stock, Mark was very helpful with his product knowledge and advice. I will be shopping there again.
Unfortunately my new cast iron round pot arrived damaged, I contacted customer service and within minutes Marian responded and had a new replacement on its way. I could not be happier with the service provided!
Reviews with attachments
I bought the Baccarat Ultimate breadmaker machine which after about six months developed an electrical problem which tripped off the house power when the bake mode commenced. Fortunately, I was attended to by 'Razelle' who took me step by step through a confirmation of the fault claimed. And I provided a couple of videos of my breadmaker tripping… Read more
off the power and also cutting the cord for proof as well. Razelle then okayed a replacement bread machine to be sent out to me. Thank you Baccarat for standing by your product. I am very impressed happy customer and to Razelle thankyou for your prompt replies and attention through the process. \(^ヮ^)/
I would like to thank Nezi customer service person for Baccarat Australia I had a fault with my airfryer and right from the start I was treated with kindness respect patience and encouragement a rarity these days! I'm an elderly age pensioner with limited funds and minimal computer skills but was still treated with the utmost care I won't… Read more · 1
forget this kindness and will be sharing my experience dealing with Baccarat Australia and recommending them to all my friends for their exceptional work ethics and integrity ❤️ NANA Linda Sweeney Ballarat Victoria
I bought a toaster and it stopped working it was out of warranty but I thought I would email the company. The service by Razelle was exceptional my toaster was replaced after a few checks video of not working and xutting the cord for proof as well. Thank you Baccarat for standing by your product I am very impressed happy customer and to Razelle for the prompt replies and service through the process. Maxine Christopher Show details
Thank you Victoria in customer service for sorting out my leaking frying pan. After seeing the pictures and videos of my pan, she organised a replacement straight away. Again, thank you Victoria Show details
Sadly Australia Post are the worst delivery company. A beautiful tray I bought for my daughters birthday party was smashed by a driver who threw the box over the fence.
Had an issue with my Baccarat sandwich press and contacted customer service for assistance. Sheen was fantastic to deal with, very helpful and quick to respond. She organised a replacement under warranty without any hassle and kept the process simple. Really appreciate Sheen’s support and the great customer service. Thank you.
Once again a Baccarat Customer Support Team member has excelled! This time Razelle S. was able to assist me with a replacement for an item with a manufacturing fault. As soon as I was able to demonstrate that my claim was genuine, bingo, I had a brand new replacement on my doorstep. Razelle was supportive, understanding, courteously professional,… Read more
and brought satisfactory resolution. I have employed many personnel and if Razelle was one of my team members she would be highly valued and rewarded accordingly. Thank you Razelle, I appreciate your assistance.
Mark helped me out very much when an old frying pan had food stuck to it that I couldn't remove and sent me out a new frying pan very promptly.
After being totally upset that my slow cooker became unusable after just 3 uses I am absolutely blown away with the level of service i have received from Mark on your service team. I sent an email with an image of what had happened on 06/10 and today 9/10 i received a replacement at my door. Thank you so much for this outstanding service.
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Exceptional customer service! I use my air fryer pretty much daily. I'd had it for about 9 months when i noticed the handle on the basket had cracked and the non-stick coating was coming off. I emailed baccarat with photo proof and the batch number. Razelle got back to me quickly and offered to send a replacement basket, no charge to me, and i don't have to send them my broken one, just dispose of it. Very happy customer :)
Purchased the Baccarat Id3 knife sharpener a couple of years ago. Probably used it no more than a dozen times when I noticed it wasn’t sharpening the knives any more. Stated on the box that it had a lifetime guarantee. So contacted Baccarat customer service via website explaining that the sharpener wasn’t working any longer. I got a prompt reply… Read more
requesting photos which I provided. Then I got the expected response of “please supply proof of purchase”. I explained that I had no proof of purchase in the form of a receipt but I had provided them photos which should prove ownership. There goes the lifetime guarantee. Who keeps receipts for years for a relatively inexpensive product which means the lifetime guarantee is worthless. UPDATE Baccarat has now advised they will provide me with a new sharpener as a one time courtesy replacement. They still insist that proof of purchase is required which renders a lifetime guarantee useless. Photo proof should be enough for relatively inexpensive products.
I recently had an issue with my Baccarat The Ultimate Fry XL Air Fryer & Oven, which had been a great appliance in our home — reliable, easy to use, and perfect for everyday cooking. When it unexpectedly started tripping the circuit breaker, I reached out to customer support and was assisted by Angeli. Her service was exceptional. She was prompt,… Read more
professional, and genuinely caring throughout the entire process. Angeli guided me clearly, ensured safety first, and organised a replacement quickly and smoothly. The whole experience showed how strong and dependable Baccarat’s warranty support is.
Because of this excellent customer service, I will confidently continue buying Baccarat products. Thank you, Angeli, for your outstanding assistance — truly deserving of a five‑star review.
Mark gave an outstanding customer service to replace a knife from our set that had snapped while cooking.
I would like to share my experience dealing with Baccarat. I reached out because unfortunately I had a huge kitchen fire and wanted to replace my knife block and couldn’t find just the knife block for sale anywhere. Mark from Baccarat has offered to replace it. I am so grateful. Did not expect that! I also lost my spice rack and large Baccarat frypan, but those are easy to replace. Thank you so much Mark. Over and above
⭐️⭐️⭐️⭐️⭐️ I’ve purchased many products from Baccarat, including their full range of frying pans and pots in different sizes, and I’ve been extremely happy with all of them. One of my frying pans, which came with a lifetime warranty, developed a small issue after about two years. I contacted the Baccarat team, and they handled everything so… Read more
smoothly and sent me a brand-new replacement.
A big thank you to the customer support team, especially Mark, for the excellent service and for standing behind your products. It really makes a difference knowing that a brand honours its warranty even years after purchase.
Very happy customer — see you again for my next purchase!
Latest follow-ups
Had the best customer experience through baccarat support, I dealt with a gentleman named Ryan, he was incredible!
Follow-up · Very quick shipping. Great product. Great experience.
Contact regarding a faulty product – I contacted Baccarat regarding a faulty product I had purchased and Robert, my customer service agent, just provided me with the best customer service. All has now been resolved without any issues whatsoever.
Follow-up · This rating was related to a knife out of a knife set I purchased. The coating on the handle had started to come off so they sent a replacement knife which has been great ever since - no issues.
Great Customer service from Baccarat – I noticed something strange with my Baccarat pot and the way it was heating up. Then had a look and saw that the bottom plate was separating from the base. I sent photos into Baccarat and they were brilliant in stepping me through the progress on… Read more
how to claim the pot under warranty. Customer service was so efficient, especially Victoria who assisted me in this claim. Thank you
Follow-up · Great pot and great non stick surface, love it!
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Positive reviews
My daughter bought me a knife block set for my birthday. When I opened it I noticed the scissors were missing a black side plug and came apart in my hands. I contacted them via email and Ryan dealt with me really quickly. A few easy questions and he advised that he was sending a new pair of scissors asap. Ryan was kind and competent and an asset to the team. Besides that minor hiccup, the set is beautiful.
After about 4 months my 9ltre Air Fryer started to bubble on the floor of the machine. I got in touch with Nester from Globel Retail brands and within 3 days he had arranged for the return of the product with the promise of a replacement. This my second Baccart Air Fryer and I really enjoy using it. I am very pleased with the service I recieved from Nester. Thank you. Michelle
I have been dealing with Baccarat in regards to returning a product, for past week I have had great customer service by Van, to help me with the return and refund process , all the time this person was very informative of the process. Great work well done a good outcome for all. Noel C
Negative reviews
All 4 slices toasted unevenly. Top of toast on 1 side very dark & very blond at bottom. Other side hardly toasted at all. Tried different settings. Still same. Contacted customer service by phone. On hold 15 minutes then was told to ring back & was disconnected. Rang early next day & got hold of a person who took the details & said would email a warranty document. 3 days later, still waiting.
My toastie/sandwich press was faulty. I contacted the company, sent photos, received a number for the job. Nothing Happened. If not for Mark replying to my follow up emails, it would still be on ‘hold’. Thank you Mark. There should be more workers like you. Show details
5 stars for customer service. Maryda was/is unbelievably helpful. I could not ask for any better support & assistance. However, only 1 star for multicooker pro. Some of the pre-set cook times are programmed incorrectly. The manual gives absolute basics, insufficient information on how to use let alone the more complex detail. Maryda was able to… Read more
organise a replacement, but so far the 2nd one is the same as first. Programmed time for porridge is 30 mins & cant go lower than 25 mins (time should be 5-7 mins) so cant pre-set to be ready in morning. Google & social media has become my best friend, but what should be quick & easy isn't as I have to try & work things out. A positive - yoghurt & risotto is great!
Recent reviews
I purchased a Nook casserole dish from one of the House shops (who sell mostly Baccarat products). After 2 months or so, a very tiny dot appeared at the bottom of the casserole. I thought it was a bit of food but on close inspection I notice that it was the ?coating?enamel, I don't know what are they coating with, the dot was the size of a pin… Read more
dot. I emailed Baccarat and Robert very helpful and efficiently, asked me to send pics of the dish, inside and outside, the kind of stove I use. They approved my claim and sent a new casserole. Unfortunately, the new one had a small line, less than one centimeter long on the wall of the dish (inside). I emailed Baccarat and sent photos and again Robert was amazing. He sent the photos to the team who inspect the faults and then he said that the best thing to do was to issue a gift voucher to purchase one at House and he was going to send me a return label so I could post the faulty one. Today I received the gift voucher. THANK YOU BACCARAT AND SPECIAL THANK YOU TO ROBERT! Attached are two photos, one of each of the dishes. The first one is the one with the dot and the second with the small line on the side.
Why is it that when you contact any company with a problem you receive the same very generic reply saying they are sorry and please be patient. Same old same old scripted reply. Was given a Baccarat Iconix kitchen shears for a present. On first use and only use they are absolutely awful. Do not cut only chew the chicken or meat. Not at all sharp… Read more
and the serrated edge is on the top outside which makes me believe they are faulty. Reached out to Baccarat and was told they needed the receipt. They are not able to do anything without it. Unfortunately because they were a gift i cant get it. I don't want to tell my friend and upset her. Do not understand. I am not asking for a refund but a replacement!! Something that is usable. I have sent them photos as originally requested. WHY when i had already told them i did not have the receipt. What a waste of time as they are not willing to help at all. They supposedly have a lifetime guarantee.!! Do not purchase from this disreputable company if you want quality and great customer service. Was so upset with the disgraceful service i asked my friend for her c/c statement which proved the purchase. Baccarat did send me a replacement but unfortunately they are no better than the original pair. I contacted them again and now they want me to send a video. Save yourself the extreme frustration and many many emails which they take days to reply and buy yourself a pair of Japanese shears which are wonderful. Cut meat, poultry and gristle suberbly. So very disappointed with this Australian company and its excuses.