2,554 reviews
AI reviews summary
Recent feedback for House indicates a high level of satisfaction with their online customer support team, particularly regarding the resolution of warranty claims and shipping issues. Customers frequently highlight the efficiency of specific staff members in arranging replacements for faulty or damaged goods, often with minimal friction. While the online experience is praised, there are recurring frustrations regarding the disconnect between online and in-store policies, specifically concerning returns and exchanges.
Pros
- Efficient Warranty Support: The customer service team, notably Mark, Robert, and Maryda, is consistently praised for honouring "lifetime" warranties and quickly arranging replacements for faulty cookware and appliances.
- Prompt Issue Resolution: Requests for order cancellations, address changes, and missing items are generally handled with speed and professionalism through the live chat and email channels.
- Hassle-Free Damaged Goods Replacement: Items broken during transit are replaced or refunded promptly upon the provision of photo evidence, with many users noting the process exceeded their expectations.
- Goodwill Gestures: Staff frequently go beyond standard protocols to assist with expired gift cards, honour missed promotions, or provide refunds even when the customer made an initial ordering error.
Cons
- Online vs. In-Store Disconnect: Multiple users reported frustration when attempting to return online purchases to physical stores, only to be redirected back to the online team, leading to a "run-around" experience.
- Strict In-Store Return Policies: Complaints exist regarding the inability to return or exchange "on sale" items purchased in-store, even when the products are unused and tagged.
- Communication Delays: While many experiences are fast, a segment of users reported waiting over a week for initial email responses or facing difficulties with the live chat function during peak periods.
- Packaging Concerns: Recurring mentions of fragile items (glassware, ceramics) arriving broken suggest that current protective packaging for shipping may be insufficient for some product lines.
Verdict
House is a reliable choice for kitchenware, backed by a customer service team that actively works to resolve product faults and shipping damages. However, consumers should be mindful that online and in-store operations function under different rules, making online returns potentially more cumbersome than in-person purchases.
I bought baccarat 4pc rock set in 2021 and 26cm fry pan started leaking after it was used everyday for 5 years. I contacted house via chat and got an email conversation going with Van. As a goodwill, he sent me the replacement even though the purchase was 5 years back. Thank you Van for straight forward conversation and replacement. Show details
Sheen was very helpful in replacing out our frying pan.She was very quick in replying with emails and we got our pan replaced back.Thanks Sheen and thank you house for the good service. Show details
I just want to say that apart from the good prices that they offer, House has an excellent customer service. Today, I placed an order online but chose the wrong payment method by mistake. So I went on their chat option, hoping to get some assistance to change my payment method. I had a chat with ROBERT, one of their customer representatives. He… Read more
was very helpful and genuinely ready to assist me from the get go. He helped to cancel my order and refund my payment, so I could re-order with my preferred payment method. Thank you so much, Robert for your 5-star customer service :)
Reviews with attachments
I Purchased several Bessemer fry pans recently. The 32cm pan warped slightly which on a glass induction top meant I was constantly chasing the handle. (annoying) I contacted the team at House with a video showing the issue and was promptly sent a replacement. I am very happy with the quality of the product and the back up service. A big thank you to Mark for his help. Show details
Bought the Baccarat GREEN STONE Ultimate Pan 32cm and after the second use and never using abrasive utensils the coating started coming off. I contacted House online chat and Eric solved my problem in minutes and sent out a replacement. I wish all customer service experiences were this straight forward. Thanks Eric, fingers crossed its not an ongoing problem with this stone coating. i've already eaten more than I wanted to. Show details
Robert organised a warranty replacement for our faulty ice maker. The interaction was professional and fast. Thanks for the positive engagement.
My granite set was purchased in 2017 and unfortunately hap worn on the rim, I approached the shellharbour square store and they could not help me without my docket, they recommend contacting Head office. Maryda reached out to me, as I had purchased multiple items she was able to help me. I love my Granite Baccarat saucepans , frypan's and extra large pots. I would recommend them to anyone.
Don't care about warranties – Still wanting for an answer for a faulty product they ask for the product I sent it and after 2 weeks I don't have any response or notification they just took it.
I ordered the Baccarat GRANITE 6 Piece Cookware set, Alex Liddy Aquis Coupe 12 Piece Dinnerware set, Alex Liddy Aquis 40 Piece Cutlery set and various Scullery and Soffrito Utensils. x1 Large Dinner Plate + x1 Bowl arrived Broken in half from delivery unfortunately. But luckily for me I spoke with a Lady named Maryda who has kindly requested for a replacement of both broken items which has been sincerely appreciated. Show details
Today Robert helped me as I received my order and I had a broken plate and a chip in a bowl. He was extremely helpful. Show details
I'm giving five stars because I love House's range and quality of products. Unfortunately, a recent order was delivered smashed (obviously not House's mistake, but Australia Post's handling I would say). I contact House and replacement item was sent. The same thing happened! So I contacted House again and am receiving a full refund. I would like to thank Mark for his assistance in this matter.
My husband is pleased and the children are happy to have their favourite water bottle back in use. Van, thank you for your online support and assistance regarding the replacement caps for the water bottle.
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I ordered two Alex Liddy Dinner sets as a new replacement to previous owned, which had express shipping and a great sale discount by House through their online Ebay storefront. I received them amazingly packed and in unpacking both found one side plate to have a large chip from the porcelen edge- given it was located middle of the package section… Read more
of these plates it was likely during manufacturing to packing and not caused by House or postage. I contacted House through the Ebay record of my purchase and within a couple hours I had a very lovely reply from Maryda who without further question understood the issue and had arranged with their warehouse to not only organise a replacement but had so proactively also processed and shipped it at the same time ensuring a very quick and amazing resolution to the damaged item! Thank you to Maryda, and House's internal policies that enable such wonderful and forward thinking customer service and personal interaction; and which in this day and age is extremely rare and refreshingly appreciated and not unnoticed! Thank you Maryda! :)
I want to thank Razelle for her outstanding customer service. Took ownership of my problem from the start. Worked to resolve it quickly. Communication was clear and fast Thank you Show details
We were pretty unhappy with a frypan we had purchased 6 months prior and Mark was fantastic, listened to my concerns and then arranged for another pan to replace our existing one! Super helpful and nothing seems too much trouble, we really appreciate your efforts Mark! Thanks so much :)
Got a pizza cooker for Christmas and I made an absolute mess of the stone. I contacted Baccarat to get a replacement one and Razelle was amazing. Razelle made the whole process so easy and was very helpful and understanding. Incredible customer service. I will be forever grateful now my pizza cooker looks perfect again!!! Thank you Show details
I received my order and the delivery treated it like Ace Ventura. Main item smashed to pieces. I made a phone call to House On Line and the response was incredible. Prompt call back and whole on the phone email sent, photos of broken object forwarded and a replacement organised immediately. Very happy.
I purchased 2 stainless steel frying pans from this company. The large one is perfect and I have no problems with it and really like it. But the small one just didn’t do a similar job like the other one. It stained the bottom straight away when I used it the first time and I didn’t use it any other way than the other one. So I contacted the… Read more
“House” customer service and they gave me a few suggestions regarding cleaning and usage after I sent them photos from the pans. But when the same issue happened again I asked them for more options and they offered me a replacement and even gave me 2 choices.
Latest follow-ups
Bought a couple of Greenstone items and unfortunately one was slightly faulty. I contacted claims and Maryda was straight into it. She sent me some steps I had to take to make a claim, had it assessed and she arranged for a replacement item to be… Read more
sent. Done and dusted very quickly. I rarely make claims and was hesitant about this one but glad I did. Whole process was easy to navigate. Good result. Thanks Maryda.
Follow-up · Edit to answer a few questions - the fault was the inside part of the handle was ever so slightly loose. There was a teeny little wiggle, but I was concerned moister might get in under it. I contacted them via email and the lady sorted it on the spot and arranged a replacement be sent. I didn’t have to return the original one. The replacement was… Read more
Razelle was AMAZING. I received my order and one item was broken. Less than 5 minutes and it was all sorted. A new item on its way. Fantastic service and super easy process. Thanks heaps Razelle Show details
Follow-up · One canister was broken - the one labeled “coffee” The replacement was identical. It was very carefully wrapped in bubble wrap, paper and a sturdy box. AGAIN a shout out to Razelle, I received the replacement canister 2 days after dealing with Razelle. GREAT SERVICE and very happy, my canisters look great
I needed a new basket for my Baccarat air fryer. It wasn't very old and had started to deteriorate/peel, making it safe to not use. I messaged via email and received an answer from SHEEN. Very quickly, I was notified of a replacement coming in the… Read more
mail. It was extremely well packaged on arrival. Very happy with the communication from Sheen and the service.
Follow-up · As to what caused the peeling in the original basket, I don't know, but it was about 11 months old, so I was surprised and disappointed. It wasn't from misuse, as I was extremely careful each time I washed the basket and never used metal utensils in it. Plus it had the original mesh tray in it. The new replacement basket is identical to the original.
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In-depth reviews
I had a gift card for Salt and Pepper which was still valid but the codes weren’t working since the company started to close down and come under the management of House. I reached out for support and the store representatives at Salt and Pepper’s final existing store front was rude and unhelpful, suggesting that the money would be lost because the… Read more
“company was no longer operating” - despite standing in a Salt an Pepper store and selling merchandise. I was very irritated with this representative who refused to offer any help and would not connect me to any form of management, saying that “they aren’t available to the public” and the store no longer existed.
I reached out via email and Mark helped me get a satisfactory resolution. He was a great source of relief throughout ensuing me that he would find a way to help us resolve the issue so that I would not be out money that was gifted to us for our engagement. I’m grateful to him and the other people involved in assisting us.
I’ve been using my Baccarat cookware set for over four years, and it has been a fantastic addition to my kitchen—durable, reliable, and beautifully designed. Recently, I encountered an issue where the handle on one of the glass lids broke due to a spot weld failure. I reached out to Baccarat’s customer service, expecting a lengthy process, but I… Read more
was blown away by their response. Razelle from the Baccarat team replied promptly, informing me that she was investigating the matter. Within just a few hours, she got back to me with the incredible news that they would replace the handle free of charge, even after four years of use! All she needed was my mailing address to send the replacement. This level of support for a product well beyond its warranty period is truly exceptional and speaks volumes about Baccarat’s commitment to customer satisfaction. A huge thank you to Razelle and the entire Baccarat team for their professionalism, efficiency, and genuine care. It’s rare to find a company that stands by their products with such outstanding service. I wholeheartedly recommend Baccarat to anyone looking for high-quality cookware backed by a company that truly values its customers. I’ll continue to be a loyal customer for years to come!
- +1
Incredibly disappointed with the assistance from the support line through the online store, I purchased a Magivac powerful stick Vacuum and when I received the cleaner after I unboxed it was not operational. I tried the trouble shooting guides and then contacted the online chat section for support, I waited many hours for a response and as it is a… Read more
website based chat there is not notifications so if you do not stay on the website in the chat and there is a response you will not know.
I then contacted via email and was over 2 days with no response, so I sent another email asking for an update. The response I received with support after I had attached photos and explained the situation to [Name Removed], He then requested that I cut the charging cord from the wall to the battery unit in half and then send him a photo. The charging cord that you plug and unplug that has no bearing on the operation of the unit I asked for a further explanation of why I should cut that wire and what that would do to fix the issue, [Name Removed] then responded to me saying " Lets make this simple" cut the charging cable located in the box like I had no idea what the charging cable was.
After that I then asked [Name Removed] if the charging cable would be replaced as I would be cutting it, with no further explanation I received and email saying that they would process a refund and I had to dispose of the unit correctly.
No attempt was made to contact other email and was treated like an idiot, There needs to be a better support system put in place to trouble shoot issues and not just cut power cords to say that the unit is faulty and cannot be used further to obtain a refund.
Recent reviews
I bought a set of iD3 knives for my Wife. They are fantastic, we've never had any knife cut better!! Also the service at Castle Towers store was great, very helpful, and great information. Thank You!! We will be back! Show details
I had an issue with faulty bath towels, which needed replacing. My first customer enquiry about the issue was unacceptable as I was being offered a $20 voucher instead of replacing the faulty items. When I had a online chat with Maryda I received excellent service and promptly resolved my issue.
Had issues with my Philips water dispenser but Mark had worked promptly with Philips to organise sorting the issues and had refund (still pending at time of review) appropriately.
We have been loyal supporters of our House shop in Hobart for many years. We had a issue (warranty) with an ID3 pan ,& lodged an online warranty request. We had a very positive response from the employee- Mark & he was able to facilitate a quick & successful outcome for us. Very much appreciated & we will continue our loyalty with the Home brand. Kind regards and appreciation Michael Dwyer Show details
Razelle was amazing and helped me with my order. There was a fault on one of my pots and she helped me through the process to resolve it. Thanks Razelle you were so informative and quick to assist.
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