House

I bought a Dutch oven online and when I went to use it I saw a spec where I thought it would cause it to crack in the future, I emailed customer service and it was very simple and easy to get a replacement sent out to me. Razelle Was very helpful with my request on getting a replacement sent.

We bought a Baccarat Green Stone 32cm frypan April 2025 and it worked wonderful until a few months ago when we noticed the non stick does not work anymore in certain places as well as having a wobble in the long handle. The physical House store could not help us but recommended contacting the online support to claim the warranty. Sheen replied to… Read more

my request after a few days of sending photos and videos and organised the replacement straightaway. I am now waiting for the new pan to arrive and it is all thanks to the quick and efficient assistance from Sheen.

I purchased a sandwich toaster online, but unfortunately it was larger than anticipated and therefore unsuitable. I requested a return/refund and the customer service I received from Mark was exceptional. I will continue to shop with Baccarat. Show details

h2 hydro2 stainless steel travel cups from House stores – I bought 3 travel cups the past year, h2 hydro 2 brand from local House store. They keep liquids hot for hours and I love them, especially for work and in cold weather. However, the plastic tops wear away at the side from overuse, crack and break… Read more

when dropped. The cup is stainless steel and indestructible. I went back to the store where I bought it and showed them the fault. They told me they do not come with a warranty unfortunately, and they don't have replacement tops to purchase, which I would be happy to do. I went online and reported fault and was provided with a $20 gift voucher to replace cup, as a goodwill gesture. I did not have a receipt of purchase as I must've paid cash. I was satisfied with the prompt action and goodwill gesture. The company, HOUSE; should sell replacement tops methinks...

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.

There was difficulty in using my voucher in-store. I sent an email on a Monday night and by Tuesday Mary Da responded and had my voucher sorted. Very helpful and convenient, thank you Mary

Had a great customer experience with Mark from Baccarat customer support. I enquired about a faulty french oven that was purchased years ago that has started to crack and Mark honoured the Baccarat warranty and has sent me a replacement. I had not expected to have such an easy warranty claim experience and it was all thanks to Mark’s help! Anyone… Read more

on the fence about the Baccarat warranty can be assured they have a super easy and straight forward claims process and so worth purchasing for that piece of mind. :)

Ryan P provided excellent customer service. After completing my order online, I noticed the following day that the delivery address had reverted to my previous address. I called Ryan, and he was extremely helpful and managed to correct the address before the order was sent. He also followed up with an email to confirm that the issue had been… Read more

resolved. I really appreciated his prompt assistance, clear communication and friendly service. Thank you, Ryan P!

2nd time visit to a fountain gate shopping centre shop, both ladies at the counter didn’t came forward to assist me or my family, I would have simply ignored it , but this is the 2nd time past two weeks that I went to the same store , but no one wanted to help !!! Very disappointed and felt insulted , specially right after I was about to step out… Read more

of the store , a gentleman with two children step in the store , both these ladies came forward to assist him,,,,, very unprofessional staff ,,,,,

I will never purchase from House ever again. I bought an item and when I got home realised that the item was not durable enough for my needs. The item was not opened or used in any way. I returned the very next day with receipt and was refused a refund and only given a credit note. I don’t see why a refund can’t be given. I attended the Warwick store and was served by Mary. She is definitely not a good representative for customer service. Show details

Overall a reasonable shopping experience however my concerns with a purchase of a cocktail shaker were not great. I purchased the 3 piece Barcraft set found here https://www.house.com.au/products/barcraft-3-piece-cocktail-set-500ml This shows a… Read more

silver stainless shaker in all the pictures . I read after delivery hidden in the details that it is black and brass, but every image shows silver (picture 1)

I asked about this on chat and was given the following response by [Name Removed] (I am only mentioning her name as it was requested at the end of chat) "We have made every effort to display the colors of our products that appear on our Site as accurately as possible. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate."

"If you have a moment, I would greatly appreciate it if you could share your experience by leaving a review on productreview.com.au, specifically mentioning my name, [Name Removed]."

As you can see in the second picture not only is the design different but the colour cannot be misrepresented in a monitor.

I can live with the wrong shaker, however being treated like an idiot by customer service was one step too far.

I found limited flexibility from House in solving this and will reconsider using them in the future

I bought one of the GoSip keep/reusable coffee stainless cup from the online store for a click and collect from the House store in Narre Warren. The coffee cup was well packaged. After I unwrapped the product, I noticed a fine hair line crack on the lid. I took photos of it and sent them along with my description of the defective product to the… Read more

customer service/complaints email. A few days later, I received an apologetic email from Robert who proposed to send a new product by direct mail to my postal address. Robert also mentioned that I did not need to return the broken product. He arranged for a replacement that I received the following week. The product was well packaged in a box and this time did not carry any defects of any kind. Robert has addressed this issue in the most professional and in a comprehensive manner that I didn't particularly expect myself. I had a very good after sale customer service experience to which I would attribute a 5-star rating. I would have attributed a 2-star rating to my experience on the sale considering that I would have expected a new product to be originally free of defects. However I thought the ladies at the House click and collect were very welcoming and hence assign a 3-star rating to the overall customer service sale experience. Weighing both experience ex-ante and ex-post sale, I think a 4-star is reasonable. Thanks again to Robert for the prompt and excellent after sale customer service.

We had an issue with an air fryer and contacted for warranty. “Razelle” Assisted us and has organised a replacement to be shipped very quickly. Nothing was an issue and her assistance and communication was far above what I have experienced from other places. A+++ ssrvice, thankyou “Razelle” Via David on behalf of Lurline. Show details