House

Bought the eco bags from MARYDA, and they were absolutely amazing! Im so happy with my purchase and with the customer service. I couldn't recommend this buisness highly enough.

Amazing customer service from Mark online. Who helped me organise replacement items that were damaged. His patients and time sorting it all out was amazing. Made the processes seem easy and stress free. Very greatful. Thank you so much Mark.

I received all my items and one of them unfortunately had a crack in it. I emailed customer service and received an email from Mark advising that they have already organised a replacement. I’m very happy with the prompt response I received from Mark and look forward to receiving my product. Thank-you Mark!

clunky website, difficulty with using gift cards (beware!) and as yet unresolved. Do not buy from this company, just buying an ongoing problem

Online warranty claim with Razelle. Problem solved. Very helpful. Awaiting replacements Show details

I purchased a baccarat slushie machine, and after only a few uses, the plastic barrel cracked on the lugs, after a couple of attempts to contact house via other methods, I managed to get Mark on the online chat and he has arranged a replacement to… Read more

be sent out to me. I have been given a tracking number, and I hope it arrives with me in a few days. Thank you.

I ordered a lasagne dish online, but unfortunately, it arrived broken, presumably due to mishandling during delivery. I contacted customer service, and Angeli responded very promptly and arranged for a replacement to be sent out. The replacement arrived quickly, and the communication throughout the process was clear, friendly and helpful. Excellent customer service and a very positive experience overall. Thank you, Angeli!

I wrote to Baccarat/House to complain about some saucepans that were non as good as advertised. Mark at Baccarat assisted with my enquiry. Mark had great customer service and provided a refund via a voucher of my defective product within a few days. Appreciate the great service. Thanks Mark

I purchased the Baccarat Dual air fryer around 3 months ago and I noticed the coating had bubbled and come off in one of the drawers. I put in a warranty enquiry and it was handled in 2 days. Replacement air fryer on its way, no hassles at all. Marian was super helpful and made the whole process easy. While I'm disappointed that the air fryer had a fault I'm very happy with how it was handled. Thank you Show details

My husband purchased a $30 Easy Grips can opener in July. Not that we use many cans but 1st time it didn't work and I thought it was the can but after trying 3 different cans it will not open any of them . Hubby took it back today with copy of credit card payment (seriously who keeps paper receipts) and the store would not exchange for the 42 dollar one refund or do anything . If a product is faulty surely it should be refunded or replaced

I was at House store in Springvale today with a friend. As a neurodivergent person with sensory issues, shopping can be stressful and exhausting. The music in the store was extremely loud and aggressive, but since there were no other customers, I asked your staff politely to possibly turn the music off while I did my shopping. A flat No, plus a… Read more

mention that House policy forbade her to turn the music down followed. Please explain how such customer service is inclusive? No need to clarify, that I will NEVER go shopping at House again. Unacceptable.

Writing **Disappointing Quality and Poor Customer Service** I purchased a Greenstone pan that was advertised as non-stick, but unfortunately, it lost its non-stick properties after just two months of use. I followed the seasoning instructions provided by the store and always used wooden utensils, but nothing helped. When I raised the issue with… Read more

the staff, I was asked to return when the manager was on duty. I made another trip to the store, explained the issue again, and provided my contact details. I was told someone would get back to me, but I never received a call or any follow-up.

For a pan that is supposed to be non-stick, losing its functionality after only two months is extremely disappointing. We followed the recommended care instructions, so this appears to be a product quality issue rather than misuse.

What makes the experience even worse is the lack of customer service and accountability. No resolution, no refund, and not even the courtesy of a follow-up call.

I would not recommend this product based on my experience. Customers deserve better product quality and, at the very least, a proper response when they raise a legitimate concern.

Tried to buy a click and collect order and it is so difficult on the website. Couldn’t find where to select click and collect so I thought maybe I had to pay first because it had shipping as the second tab. Accidentally bought it with delivery automatically set through Apple Pay. Had to get that order canceled. Whatever. Started another online… Read more

chat hoping they could do the order for me click and collect since the website is so difficult. They tell me I have to put my contact details and delivery address in and then click continue. I put in my email and it immediately asks for phone verification and address. I enter it and click continue and it pays again. I had to get my second order canceled and the agent I was talking to didn’t even apologize. Whole thing wasted about an hour and a half of my time. Awful website and customer service. Now waiting on a refund for TWO orders. Click and collect should be easy, don’t even try it. I know you’re probably thinking ‘but I’m tech literate!’ No. Worst user experience ever. Not to mention their whole brand is a scam because they hike up the prices to exorbitant amounts so they can then have a forever ‘closing down sale’. Do not buy anything from here thinking you are getting something that must be really good quality at a lower price. You are getting something pretty decent for it’s normal price.

Genuinely kind of shocked at how easy my warranty claim was! I ordered a 12-piece set of stainless steel pots and pans on 13/09. The set arrived by standard post today (16/09), which was super fast. Everything came suitably packaged and in good shape. When unpacking the set, I discovered that one of the saucepans had a couple of small defects in… Read more ·  1

the rim. I took some photos and went to the House website to ask what the process would be and what the options were for remedy.

I was initially concerned that the live chat would be a useless AI thing. Instead, it simply asked for my contact details and issue, then connected me with an actual person in about 30 seconds. A representative named Razelle confirmed the specifics of the issue, my order number, and my address; and requested a couple photos showing the defects.

Then it was just… done? Razelle lodged the request, it seemed to be approved and they told me I’d get an email with tracking information for a replacement piece.

I was very concerned that I’d need to fight them over the issue, but instead it was exceptionally easy throughout the whole process. Admittedly, I did contact them immediately, but their response was still one of the best customer service interactions I’ve had in a long time. There was genuinely nothing that could have been improved from my perspective.

Now, all that said. We’ll need to see how the replacement comes, but I’m cautiously optimistic there won’t be any issues from here. Certainly, I’ll update this with what happens next.

Separately, I’ve always had a positive experience in-store as well. Their staff have generally been friendly and helpful, and the one time I needed to return something in-store was also easy.