1,496 reviews
AI reviews summary
Baccarat’s recent feedback is overwhelmingly positive, primarily driven by a highly responsive and professional customer service team. While some users reported quality issues such as peeling coatings, loose handles, or items damaged during transit, the brand consistently resolves these problems through its warranty and "lifetime guarantee" programs. The speed of communication and the ease of obtaining replacements are the defining characteristics of the current customer experience.
Pros
- Exceptional Warranty Support: The company frequently honours its lifetime guarantee, often providing replacements for items that are years old or even when the customer lacks a proof of purchase.
- Rapid Response Times: Support staff are noted for responding to enquiries and resolving claims within 24 to 48 hours, with many replacements arriving just days after the initial contact.
- Professional Staff: Specific team members (notably Mark, Victoria, Robert, and Razelle) are repeatedly praised for their empathy, clear communication, and "no-fuss" approach to problem-solving.
- Goodwill Gestures: The service team often goes beyond basic requirements, providing free spare parts for out-of-warranty items or including complimentary gifts with replacement orders.
Cons
- Manufacturing Defects: Recurring reports indicate issues with non-stick coatings peeling or sticking within a year, loose rivets on handles, and glass lids occasionally shattering.
- Packaging Vulnerabilities: Multiple reviews mention items arriving broken or chipped, suggesting that heavy stoneware and glass items may require more robust protective packaging for transit.
- Product Manual Deficiencies: Some electronic appliances, such as multicookers and air fryers, are noted for having vague or incorrect instructions regarding pre-set times and specific functions.
- Induction Compatibility Issues: A segment of users reported that certain ranges (like the Nook series) perform poorly on induction cooktops, failing to reach high temperatures despite being marketed as compatible.
Verdict
Baccarat is a strong choice for consumers who value long-term after-sales support and a reliable warranty. While some products may develop physical or technical faults over time, the brand’s efficient and generous replacement policy effectively mitigates the risk of purchase.
A bit shout out to Mark from customer service. I got my oven delivered on Wednesday, while unpacking it and I found a crack at the bottom right corner of the control panel. I was devastated, then contacted customer service for an exchange. I took the box and return label to our local post office, but was told by the post office they won’t take it… Read more
due to the size and told me to contact the sender. I called customer service again, Mark picked up the call. He acknowledged my concerns immediately and contacted Australian Post for some answers, then he offered me a few options to solve this matter. I’m glad this has been settled and he has been so patient and professional.
I would like to acknowledge the exceptional customer service and prompt email responses I received from Van at Baccarat. My concerns were handled with genuine care, professionalism, and efficiency. Van was attentive, understanding, and went above and beyond to ensure my questions were addressed and my experience was a positive one.
I would like to recognise Mary from Baccarat for her outstanding customer service. From my very first enquiry, Mary was professional, courteous, responsive and genuinely helpful. She took the time to answer my questions, kept me informed throughout the process, and made everything incredibly straightforward. It's becoming increasingly rare to… Read more
receive such attentive and personable customer service, and Mary was an absolute pleasure to deal with from start to finish. Her communication was prompt, clear and friendly, and she went above and beyond to ensure a positive outcome.
Thank you, Mary, for your professionalism and dedication to customer satisfaction. You are a real credit to Baccarat, and your efforts are very much appreciated.
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.
Mark from the team was excellent with helping us through the process of replacing our frypan under warranty. Highly recommend.
My knife snapped unexpectedly and after having a horrible experience at the shop i bought it from i thought id reach out to Baccarat directly. I’m pleased to say that it was the most pleasant straight forward experience all thanks to Mark, he handled the issue promptly and with the most professional service i could imagine. Thank you!
I recently had the pleasure of dealing with Maryda from the Baccarat customer service team after a spare part on one of our pieces broke. From the very first point of contact, Maryda was an absolute pleasure to deal with — her communication was clear, prompt, and genuinely warm throughout the entire process. Not only did she resolve the issue… Read more
quickly, but she also arranged a complimentary replacement part, which was such a thoughtful and generous outcome. It’s rare to receive this level of care and attentiveness, and it truly made a stressful situation so much easier. Thank you, Maryda — your professionalism and kindness are a real asset to the Baccarat team. Highly recommend reaching out to customer service with confidence!
Their customer services are very good. Mark from their team fixed my issue with was pending for a long time, he’s very best on resolving the problems. Thanks for your support and replacing my knife set even I had lost the receipt.
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I brought a frying pan, and noticed a couple of rust spots on the bottom. Even though it took a fair while to hear back from anyone, mark was really helpful and sorted it out, and sent out a replacement (: Show details
Needed a replacement double walled glass that i had recieved as a gift as it was letting in water. SHEEN helped me and sorted issue despite no reciepts. Thank you Sheen Show details
Absolutely amazed by the excellent customer service from Michelle! After nearly three years of regular use, the handle on my pan unfortunately snapped off. I was preparing to order a replacement when I remembered the 25-year warranty and decided to reach out. I’m so glad I did. Michelle made the entire process incredibly easy and stress-free. From… Read more
the moment I got in touch, she was helpful, responsive, and genuinely committed to resolving the issue. To my surprise, the pan was replaced in less than a week. Far quicker than I ever expected. The quality of the product has always been fantastic, but this level of after-sales support truly sets the brand apart. Highly recommend both the products and the customer service. I’ll absolutely continue coming back in the future.
I have a number of Baccarat Granite products all of which function as expected and I m pleased with the product. One fry pan handle broke and I had the chat on line with Mary Diploma sending photographs. In the one conversation the lifetime warranty was activated and my new pan is on its way, just waiting for the arrival of the replacement pan. The warranty was activated without dispute and the customer service was great.
Mark was super helpful i had a problem with the lid of my pressure cooker not only did he replace the missing part but also helped me troubleshoot the machine. He was able to help fix my issue and was very patient and made sure to always check back with me with a response, he is to be rewarded for his exceptional customer service.
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Had the Rock baccarat pots for little over a year and the coating was coming off from the outside spoke with House and got told they wouldnt help me as it was my fault yet I followed all the caring instructions given to me. (Long story short) contacted baccarat themselves as I believed this was a manufacture problem and spoke with a lovely person… Read more
called Sheen and they approved my replacements pots after looking at the photos was an absolute pleasure dealing with Sheen from baccarat.
Latest follow-ups
Problem fixed with ease – I messaged via FB about a problem with these coffee glasses and huge thanks to 'Lovely' for sorting replacements for me with no hiccups in the process. It was all so easy it was almost impossible to believe, given how poorly most customer service is nowadays. Baccarat's good name still stands extremely high in my book!
Follow-up · I had water getting in between the double layer wall on almost new glasses. The replacements were free and was received within a week - excellent!!
Had some problems with the grill tray in my Baccarat Air fryer ( which i absolutely love) and Eric was more than happy to send me a new replacement. This just shows how a company such as Baccarat backs its products. I have several Baccarat products in my kitchen and I couldn't fault one of them. Thanks Eric Show details
Follow-up · I have been using the replacement Tray for over a year now and no problems. Really happy with this appliance.
Razelle processed my request for a refund for a baking dish non stick coating,fault,promptly and efficiently. Great customer service. Well done Razelle and Baccarat.
Follow-up · I have had a second baking dish lose its non stick coating. It's such a shame because I love these dishes. I'm still using it but worry I am eating the coating.
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In-depth reviews
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.
Outstanding Customer Service Experience with Baccarat (and a huge thank you to Mark!) Dealing with warranty issues can often be a frustrating and protracted process, but my experience with Baccarat was the exact opposite—it was seamless, fast, and genuinely pleasant. I contacted Baccarat concerning a defect in one of my premium Baccarat frying… Read more
pans that was still under warranty.
Mark handled my case from start to finish. His professionalism, efficiency, and cheerful demeanor made the entire ordeal effortless. He reviewed my claim quickly, clearly explained the next steps, and confirmed the replacement of the pan without any hesitation or unnecessary back-and-forth. Within a very short period, I received confirmation that the replacement was being shipped.
The new pan arrived promptly and is absolutely perfect.
Mark is truly an asset to the Baccarat team. He demonstrated outstanding commitment to customer satisfaction and turned a minor inconvenience into a reason to be a loyal Baccarat customer for life. If you are ever hesitant about purchasing premium cookware due to potential warranty issues, let my experience reassure you: Baccarat stands firmly behind their products and delivers first-class support.
Thank you, Mark, for providing such a flawless and memorable service experience!
Highly Recommended: 5/5 Stars
ROBERT. I recently reached out to Baccarat regarding an issue with my pressure cooker that I bought from Baccarat a while ago, and I was fortunate to be assisted by Robert. From the outset, his professionalism and dedication were truly impressive. Robert promptly acknowledged my concern and took the initiative to involve the product development… Read more
team to thoroughly assess the issue. Thanks to his swift action and clear communication, the problem was quickly identified as a worn sealing ring—a common wear-and-tear component. He provided a detailed explanation and a practical solution, making the entire process smooth and reassuring.
What stood out most was Robert’s timely responses and genuine commitment to resolving the issue. His support not only addressed my concern efficiently but also reinforced my confidence in Baccarat’s customer service.
It’s rare to encounter such attentive and knowledgeable assistance. Robert exemplifies what excellent customer care should look like, and I’m grateful for his help. I highly recommend Baccarat—not just for their quality products, but for the outstanding people behind them.
Recent reviews
Unbelievable, when our knife broke I was shattered as we use it all the time . Anyway my wife sais get in touch they might replace it . I was skeptical , 3 weeks later we had a replacement knife sent by this incredible company. Wow thanks to Mark who was so professional , courteous and kept us in the loop . Thanks Mark , thanks baccarat
Mark was extremely helpful and resolved my issue right away. He was professional, efficient, and made the whole process easy and stress-free. I’m very impressed with the level of customer service provided and would definitely contact their customer support team again in the future. Thank you, Mark, for your excellent assistance! Show details
Great customer service by Mary! I haven't had such smooth and understanding customer service in a long time. Fast, efficient, and very understanding – thank you, Mary!
I purchased a rectangle stoneware baking dish. I have had it for about 2 years. I used it the night before and the next morning my husband was about to wash it up and the side snapped off in his hand cutting his finger very deeply. Dissapointing! Yes! I sent baccarat an email with photos. Without question they appologised that it had happened and… Read more
offered a replacement. I was expecting to show proof of purchase and jump through hoops but no! They simply asked for my contacts details. I have many of these products, casserole n small baking dish, all in deep green colour. This is the first to break like this, sad yes BUT the customer service with this company is first class... thankyou Baccarat
The plastic knob on my lid broke by accident and Baccarat was so kind to replace it free of charge. The glass lid was intact so pretty amazed by the quality. I dealt with Van during the process and Van was excellent !
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