Reviewer Photos & Videos
Just submitted a complaint wit ACCC!
The absolute worst!!! Avoid at all costs. Their customer service is non existent and although they claim they are busy due to Covid, they're quick to take money out of my account. I have had no response to the online enquiry forms, emails bounce back, and I have called at least 5 times. I get put on hold for 21 mins then it hangs up without giving me time to leave me details. I have contacted the office of fair trading in QLD. I recommend anyone else to do the same. If you are not in QLD, you can contact ACCC or look on their website for who to contact in your state.
I bought 20cm saucepan last week. It is quite hard to use. Not happy with this. Not recommend to all.
I bought 20cm saucepan last week. It is too hard to use. I am not happy with this. I will never buy this brand anymore. I don't
recommend to all.
I haven’t even received my order
I have no received my order. They sent me a shopping notice but the shipment hasn’t been updated at all. I have sent numerous emails and put through a form on their website. I think it’s horrible that they have my money and the goods. How is this acceptable!?
- Verified customer
Ok item, terrible customer service!
Ordered a butchers block that should dispatch in 24-48 hours according to their website. Took 2 weeks for them to dispatch. It arrived with corner damage from obviously being dropped or put down hard in transit - the packaging was terrible (a few air pillows with no bubble wrap around the actual heavy butchers block - which has lead to damage). I placed a warranty claim 2.5 weeks ago with nothing heard back. My 3 emails have not been replied to and their phones are terrible - it puts you on hold for 30 mins and then says 'all of our operators a...re busy, please leave a message' and the line disconnects immediately with no option to actually leave a voicemail. I have tried calling more than 8 times during business hours with the exact same result every time. The products are also made in China which was rather misleading from their website. In terms of the products quality it's very good and looks amazing, however I have not had the chance to use it yet since I've been leaving it in its packaging for this warranty claim. I understand delays due to Covid-19 but this customer service is absolutely terrible. I would not recommend buying from them online, If I ever buy Baccarat products again it would only be in store.
- Verified customer
Terrible customer service
I ordered a casserole dish on 3rd June 2020 online ( never received a confirmation email confirming my order and was unsure if I had ordered correctly! Tried calling 8.30am, Voice mail said call back during office hours 8- 5.30pm ! Sent two emails asking them to contact me as I wasn’t sure my order had gone through correctly ( but the money had come out of my account ) received a generic email back with a ref number saying due to high demand things were taking longer and they would get back to me at a later stage ! Then today 18/06/2020 my order arrived with no invoice and the wrong colour so now I don’t know how to return it or have anyone to contact ! WORST SERVICE EVER !
Don’t ever buy from their website...
purchased in error, sent a cancellation request a min later & multiple times after...no response, a week later received email product is shipped, rang their number 8:10am Monday voice recording said to ring back during office hour 8-5:30am m-f?!!
Great knives and great after sale service
We got given a set about 5 years ago and handles got crack lines and after sales was great complete replacement just took photos for them to see and they where in contact straight away and no problem just replaced with similar set as my set was not supplied anymore. This is the best after sales experience i have ever seen.
Congratulations Baccarat .
From one very happy customer
Excellent Customer Support for a 16cm, 2 litre saucepan and lid
Dear Customer Support Team,
This is a complimentary review regarding the professional service I have received from Katrin, concluding today, 17th May, 2020
I contacted Customer Support through the website in search of a saucepan replacement- a small amount of the lining had come off. I had an expectation the she would direct me to a seperate email address, store etc.
After viewing the photograph, she not only discussed my options in a friendly manner but suggested a replacement alternative.
In today's competitive times, the search is really on...
An unfortunate purchase.
About a year ago I bought a Baccarat "28"cm "health pan" frying pan endorsed by Pete Evans. Talk about false advertising! It measures 23 cm on base and 28 cm on top edge so it's not a 28cm frying pan. I have other 28cm pans and they are measured at the base not the top. I haven't used this pan as it's supposed to be non-stick but Pete says it can't be used without oil which doesn't make it a non-stick pan. It has to be seasoned which I can cope with but every time it's washed the advise is to put it on the heated stove to dry it out and then t...o lightly oil it before you put it away. None of this makes this an easy to use frying pan. and you can only use high heat oils. Talk about a big mistake in buying this pan. I'll go back and buy another Scanpan even though the one I want costs 4 times as much but I know for several years I will have a wonderful pan and when it's had it's day I will have to buy another one.
Defective double walled cups
I recently bought a set of 8 latte glasses. Already 3 are unusable as the seal for the double wall glass breaks and the glasses fill with water inside the glass walls when washing them. Had Baccarat promptly dealt with this I could accept it. However they have ignored my warranty claim forms and are not responding to messages and despite waiting on the phone for hours over multiple days have not been able to get anyone to answer their so called customer service phone line. Be warned!
Good products but terrible customer service
Pros: Good products
Cons: Baccarat offer terrible customer service
Could not reach them by phone, email or Facebook Messenger to clarify and process an order problem. The company was still active on Facebook across the week or so following and even deleted a promotional thread on which comments were made critiquing their customer service.
They do not make themselves available to their customers, are not proactive in dealing with technical problems and do not seem interested in accepting responsibility for problems or in trying to remedy the s...ituation. By the time I finally heard from someone (well over a week later), I had given up and ordered the product from another retailer. The person did try to chase down the original correspondence and was pleasant enough to deal with, but by this stage of the process it was just far too late. The products seem good on opening the box - but let’s hope they are good enough to be worth the drama of dealing with this company.
I bought a knife block, and after some use two of the knives were showing deviation at the tips. I emailed the photos, I received an email back from Shannay who handled everything. I received two replacement knives straight away. Extremely happy with the service, thanks.
Not a fan anymore ...
I purchased a iD3 24 cm pot roughly a year ago, alongside 36 cm wok with lid. While I have no issues with the wok, I had serious issues with the pot - non-stick coating started flaking after a few uses despite always using silicon spoons, making the pot unsafe to use. I had never seen anything like this with the Bessemer or Circulon pots we own and believe me not even on the cheapo K Mart one that we used for a couple of years. I send the images of the problem to Baccarat but never hear from them. They saw my Facebook message but chose not to respond. We discarded the pot, promising never to spend a dime on this mediocre brand and perhaps the worst customer service we ever encountered.
Great Replacement Service
I was pleasantly surprised after sending a reply to my email to baccarat about a hole in the wall of a cup I’d bought a few months earlier. I had attached a photo of the liquid pooling in the wall of the cup but not shown any paperwork. The note simply asked for my address to send a replacement cup to. It should arrive in the next 5-10 days.
The best customer servive
I had an issue with a set of knives and decided to email baccarat to find a fix.
I dealt with Paul from start to finish, from the first email to the last email was the best customer service I have experienced.
These guys stand by there product if they have any issues, they will go above and beyond to rectify a problem and if they can't rectify they will replace them.
I will continue to use there products and can't recommend enough
Had a few years old pan separate at base and did not heat at all. Spoke to Chloe from Baccrat who organised a replacement under the lifetime warranty. One week later to the day a new one was delivered by Aus Post. Congrats to Baccarat and Aus Post.
Questions & Answers
I would like to know if you can get a knife block to hold all of the knifes in one thanks
I am looking at the baccarat saucepan set after my amazing wedding present set of 22 years has broke - looking to see what people who have bought these think of them ?!
Hi, I bought a 12ltr (I think) pot and the first time I tried to cook a 2.2kg silverside and it would NOT boil for nearly an hour! Is this normal. I have other copper based pots that boil quickly without problems. The stove is new.
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