Purchased Mason cadge mixing bowls online and one was damaged during shipping, customer service agent Maryda was amazing though responding quickly and issuing a refund, Thanks House Show details
I bought a Baccarat juicer but unfortunately it stopped working when I made pomegranate juice. I have refund in a few week later with great support from Mary D. Even though the product is a bit disappointed but their service is excellent.
The exceptional customer service by the guy named Van. He responded to my email within few minutes. He solved my problem so quick. If we have more people like him everything would be so much easier. Thank you for your help Mr Van.
Reviews with attachments
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.
28cm Baccarat saute pan replaced – A warped Baccarat stonex saute pan was replaced even though I had no record of purchase. I was very pleased with the communication via Lovely on the online store. She said that I could not receive a store credit or refund but Lovely identified the equivalent saute pan and arranged delivery, better still at no cost to me! The pan is yet to arrive so maybe this review is premature, I hope not!
Terrible customer support – We bought a few items from them online which included Baccarat slow cooker. After single use stainless steel insert got chipped , clearly got indents. Which we reported to House. They didn't respond my first email then we got ticket after second email but haven't got any result. On chat online I tried my luck. Support asked me to send them a… Read more
video but he/she was so difficulty to understand. He marked that chipped material to be as scuff marks and suggested to have it scrubbed. Can you imagine that. We bought stuff from them assuming they are reputed seller but I was wrong. We are still under 30days period to get refund. He disregarded that. I will never ever buy anything from them. Crap service/support
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.
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! :)
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 :)
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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.
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Bought a baccarat ice cream and slushie pro in November 2025 a a present . Appliance is completely faulty ( you can see my review of it in product review) well got ahold of house store was directed to contact robins kitchen ( owned by house deals with appliances) so got in touch with them to be told to contact house via online link . Well chat… Read more
option does not work as of 2/1/2026 . Emails get no response and when you contact baccarat online about the product they direct you back to House. Sick of the run around the product I bought is not fit for purpose I want to return it and get my money back would not recommend this business as customer service is horrible
Purchased cushions, however the inserts were not sent. Contacted Maryda, who discovered that the cushions were now out of stock and could no longer supply inserts. Maryda was able to organise it so that i could keep the cushion covers and be refunded for the inserts. She also provided a gift card for me to spend in future. Although an unfortunate issue, i was happy with the final outcome.
I had ordered what I thought were full sized funnels when they arrived, they were tiny. I went into a House store only to be told I needed to contact the online team for a refund and was given their number. When I spoke with Mark, he was very polite and very understanding of my predicament. I explained that I had wanted to purchase a different… Read more
funnel, but the store didn't have any stock. Straight away he offered me a refund in the form of a credit voucher to use in store or online. I was pleasantly surprised and delighted at how nice and prompt Mark took care of my request. I told him that I was very happy with the rest of my purchase. Highly recommend House for prompt and excellent customer service. Thank you Mark for making my day!
Contacted customer service after the product I received had a faulty lid. Sheila promptly and efficiently verified the problem and organised a replacement for me at no extra cost or effort on my part. Thank you!
Latest follow-ups
Got dodgy sheets but Sheen helped with my query and set up a refund. Don’t recommend the sheets I got but definitely recommend the store. All other sheets and products have been awesome
Follow-up · The refund process was a quick online form and one follow up email. Not painful at all. The sheets instantly pilled with two week usage which was disappointing. I’ve always found the Morgan and Finch sheets to be great quality so next time I’ll stick to their range.
I had an issue with my blender, and o e of the jars stopped functioning. VAN from the support team trulg helped ius resolve the situation and replace the jar. It was a great experience interacting with VAN.
Follow-up · Yes, the replacement was free as the product was under warranty. It took less than a week to receive the replacement from the time I reached out. The small jar had stopped working, possibly a gear issue.
Many thanks to Razelle who is handling my warranty claim on my Stoneware cooking set. It did take a lot of effort gathering proof of purchase, but the warranty is being honoured, which is refreshing. The Stoneware cook set is excellent for use,… Read more · 1
especially if you do cook a lot which I do. Heat is spread evenly through cooking so only low to medium heat source is required, also the cookware is washed straight after cooking, so quick and simple and means the majority of cleaning is done before sitting down to enjoy dinner. Once a month, wipe over with a little oil as is advised. I make heaps of chilli sauce too, same thing, only a medium heat is required and cleanup quick and simple, many thanks to Bacarrat and will recommend to anyone, regards Mike.
Follow-up · Cookware is being used regularly and many thanks for the replacement. No issues as yet and hopefully will remain so, regards Mike.
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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.
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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.
Lifetime Guarantee for Baccarat pans honoured by company – My wife contacted Global Retail Brands regarding the replacement of a Baccarat 32cm Frypan and a Baccarat 32cm Sautepan with lid, which were both purchased at House in Frankston in July 2021 and provided photos of the damaged items and proof of purchase. Mark promptly responded to her enquiry the same day, requested further information e.g.… Read more
contact details, address and photos of the reverse side of the pans. The following day Mark emailed her confirming that he had organised for both BC granite pans to be replaced and dispatched by Australia Post. She received both items today. She is most impressed with the service that she has received and the efficient way that Mark handled her enquiry. He made the whole process stress free. My wife made the enquiry on January 22, 2025 and received the replacements January 28, 2025. It is also a rare occurrence for a company to honour the warranty on their products and provide such exceptional customer service.
Recent reviews
Maryda was very helpful. I placed an order and did not realise the the delivery address was wrong. She was very prompt and efficient and advise that she will advise the Warehouse Team of the changes. Awesome customer service. Thanks
Mark was incredibly helpful and understanding when I contacted customer service due to a broken item. He quickly arranged for a replacement to be sent out to me and made the whole process smooth and stress free. I really do appreciate the prompt service and professionalism. Thanks again Mark :) Wonderful customer service.
I contacted the warranty department about my knife sharpener and within a week of my initial contact Mark had sorted out the replacement. He was very responsive and clear in his communication, making so easy for me to supply what was required to get the warranty item replaced. Thanks Mark, I really appreciate your amazing customer service. Kim :)
Robert was amazing dealing with my online inquiry. He dealt with my issue and resolved it in an efficient, professional and courteous manner. Robert was a pleasure to deal with.
Would absolutely never shop off the online store again. I purchased some chopping boards that were too small, so I took them back into the store to exchange. they advised it has to be online. So then we needed to fill out a return form - and wait for the return to be approved. And then pay the $14.95 delivery back to them, and then waited forever to get a message to say we will get a refund. Such a run around. Would never do again.
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