Excellent after sales service.
I emailed Customer Service with a comment about a staff member in my local store. I have shopped in this store since it's opening many years ago and have always been treated courteously and in a friendly manner. Earlier this week I had a different experience and felt House should be made aware of this staff member's poor/unprofessional attitude. Stephanie replied promptly and professionally, acknowledging my concern. Stephanie informed me how the matter would be dealt with, which I believe is appropriate and I was very satisfied with the outcome. Profits are important in a successful business, but after sales service is paramount to ensure returning customers. Thank you Stephanie.
It was easy to find the cookware set I wanted. Baccarat always have a great range to choose from. We love our new 10 cookware set. The lid to the sauté pan was the wrong size. I emailed my complaint, which was handled by Senthan, the right lid is being replaced. I am very happy with how my problem was solved.
Absolutely the best customer service, emailed Baccarat about the quality of a sauté pan. They automatically not only replied but have replaced it & was received with a week. Fantastic response, thank you.
Baccarat Warranty service - Easy to deal with
I purchased the Baccarat , "ROCK" 6 piece cook set 3.5 years ago. I recently identified a fault in one of the pieces so I contacted House through the online warranty service. As I am now living 300km from the nearest House store, I could not take it in for inspection. I was anticipating this to be a problem. However, using the photos, videos and explanations, I provided, the warranty contact at house, Senthan, has organised for the item to be replaced needing to physically inspect it. The whole process took two days from sending the required information to resolution. This is one of the best warranty services I have dealt with and highly recommend it, if there is a fault in a House product.
Outstanding Customer Service, knowledgeable staff.
The staff member that served me, was not only enjoying a conversation with myself, but she was also engaging my 13yr old in the conversation, so she didn't feel left out. I feel this level of customer service is outstanding. The process to sign up to Openpay was both quick and the staff member explained the terms and conditions clearly, she made sure I understood completely what I was signing up to before going ahead with the sale. She was more concerned with me making the right choice for me instead of making a quick sale. My husband was so excited to receive the knife set, he went straight to the kitchen and cooked up a storm.
Epping store in vic
Just amazing customer service. Zoe is always there to give me the best and most honest advice. I feel like I ask A lot of questions but she always makes me feel welcome. Top customer service at epping plaza. Thank you!
Poor and Indifferent Service
Popped in on Saturday 8th June to see if single items of cutlery were available at sale price. As I walked past the counter an assistant looked directly at me - no greeting - no smile - no movement. I found the items unaided after I had started to ask about them and decided to buy. No conversation other than necessary ie how much to offer etc. Transaction completed I left the store feeling unvalued and slightly astonished at how this transaction had been conducted. It was almost as though I was being told not to destroy her day. Not good...enough House. If this person does not like her job or customers who contribute to sales to pay her wages she should step aside and let someone pleasant have it. This is not a reflection on other people in this store - the receipt says that I was served by Sharon.
- Verified customer
Customer service non existent
Spoke to sales assistant 30.04.19 requesting for a mini spatula I saw online (showed it was available in store), without looking or even concerned she turned me down saying the website is not correct and there was no more mini spatula. She cut me off pretty abruptly. As I turned to leave - there it was on the top shelf of the Mothers Day utensils... right infront of all our eyes. She didnt appologise and was least bit bothered about her stuff up. She totally went on to do her work. I was appalled at her behaviour. What employee culture do you e...ncourage House! At least lets hope its just once off behaviour and not racial selectiveness. Now I am looking to purchase an ice cream machine, and cheapest offered in House but due to this totally disrespectful behaviour, I will pay the extra amount and purchase it in Harvey Norman instead. Thanks to one really mean sales assistant.
Really nice staff ...
I have shopped with House occasionally over the years. Mainly their Northlands store here in Melbourne, and I just want to state that they are some of the nicest persons ... sales persons.
I also chatted online with their FaceBook customer support, and again, just a really nice person.
I am not reviewing any product per se, as one should naturally shop around, do research, be an informed customer.
I am reviewing the staff I have met over the years, and it has only been positive.
Excellent customer service and advice
Staff at house Joondalup were informative polite and gave me all the assistance I needed to make a great choice in my cookware.
The sales lady was patient and answered all questions I had no matter how busy the store got or she was, she still gave me the attention I needed to complete my purchase.
Poor Refund Policy
Purchased a replacement stovetop espresso maker and realised later it was aluminium (I didn't even think to look at the time). I actually prefer stainless steel and took the item back within the hour. No refund... even though they didn't even have any stainless steel stock for me to replace with.
While I understand they are within their rights to do this, it's extremely disappointing that a larger "reputable" brand would be so stingy with their policy. My views of House has changed - while I was told they note this policy on their website, th...ey make no mention of it in-store. I find this really sneaky, and it has tarnished my view of House. Extremely disappointed and needless to say, I will never shop here again. There are plenty of other reputable stores who are more than happy to provide a properly satisfying customer experience.
re no refunds policy
I purchased a can opener for $25 from House in Innaloo WA, then saw exactly the same item at Woolworths for $16. Tried to get a refund from House the next day to no avail. Their no refund policy is not advertised anywhere in the store. $9 is an exorbitant markup from store to store. I Will never shop there again !!!!!
No refunds for in-store purchases
Purchased a Baccarat fry-pan @ $100.00 at House Malvern Central. Later did website review on the product and found that it did not have a good rating. Took it back to House expecting a refund - but they refused. Was told that their return policy is on their website! They had no signage in -store, nor did the sales person state their policy. Their receipt states "For refunds & exchange policy, please refer to our website". This almost suggests they do have a refund policy. I would expect a large chain like House to be more accommodating. Now I ...have a $100 gift voucher and don't really want to go back to House to spend it. Now, as consumers, we have to visit a website to read their policy before purchasing a product. Takes the spontaneity out of shopping.
bought a stainless steel herb scissor rusted on second day
i am not satisfied with the house staff totally inconsiderate and horrible. because i bought an oxo stainless steel herb scissor and it says satisfaction guaranteed. but it started rusting on day two and i returned to the store. the staff didn’t refund me.
- Verified customer
Deceptive and Misleading Advertising
On 2 Jan 19 I was in the House store at the Chermside Shopping Centre and noticed their range of 'IROCK' cookware was advertised at 50% off. I selected a number of pans to purchase and took them to the counter to pay. The person at the register told me that the items were not on sale but were full price. I pointed out to her that they were still advertised as 50% off and pointed to the huge signs with the advertised discount directly over the items I wanted, however, she still refused to honour the advertised price. The cashier then just looked...past me to the next customer and said "next". As we were leaving I took a photo of the sign advertising the 50% off sale price. A few minutes later I returned to the store and asked to speak with the manager. I explained to the manager what the situation was and to her credit, she honoured the sale price. This is deceptive advertising and is not legal and (as well as the dismissive attitude of the cashier) has left a very sour taste in both my wife's and my mouth. I have tried to seek a resolution from their website asking them to explain to me why I should not report this to the Office of Fair Trading, Qld, however, I have heard nothing in response. Be very wary of any advertised discounts House offers you to entice you into their stores as my experience is that they will not honour them unless you force the issue with a manager.
Not happy. Don't buy anything from House.
No refund on change of mind.
I really shocked when received a gift card back. When I asked the sales lady, " I didn't see anything show that policy on the receipt or on the store". She said " You can look at online" . I bought in store why i must look back online to the policy of House?
Never go back again.
Zero customer service - borderline deceptive staff and policies
Tried to return items that were still wrapped as per when bought as we realised they weren't suitable for what we needed after all.
The store refused to provide a refund on the products, and were not particularly polite about it.
When we purchased, the (same) sales rep could very clearly see we were unsure about whether it would be suitable, but never once mentioned the no-refund policy!
There are no readily visible signs anywhere near the POS to say they will not refund (unlike most decent businesses in this country!)
Looked it up on th...e main website, and can see they have a policy if you buy in store they won't refund for what they deem to be 'change of mind'. Have spent A LOT of money on overpriced items in this store over the years for personal and business items (restaurant) but will now not continue to do so. As a business owner, I believe the measure of a business is in how they handle issues. They have not handled this well at all. Tried to contact HQ to discuss - no response at all at first, then a short message in the vein of 'not our problem'. They really cannot say or do more to show they don't care about repeat business or retaining loyal customers. Businesses like these are why bricks & mortar retailers are having tougher and tougher times. Poor policies + poor customer service = go elsewhere.
- Verified customer
Worst shop I have ever dealt with
I bought a knife set from DFO Perth which was damaged the lady who sold it to me was so pushy saying if I didnt buy it that evening the sale would be over the next day - when I got home the set was damaged and I didnt want to loose out on the sale so I bought one online. I got a call at 9.21am the next day to say the set was ready for collection, I went to collect it and the shop was closed for restocking for 2 hours! when they finally reopened I was then served by a lady who was training another lady so just to check out took another 15 mins!...I tried to return the one to DFO and was told they will not refund! and I should contact customer services. (this shop is 140km round trip for me). I then returned home and tried to contact the customer services only to be told the manager is on leave! This has to be the most disorganised company ever - I am still trying to get a refund or store credit (not that would ever want to shop at house again) - please do not shop here if there is anything wrong with the product you will really struggle to get any refund or anything.
Non-existent customer service
If you want to be insulated, presumed a thief, then by all means buy something from this store and try to return it in its original un-opened packaging still in the House shopping bag. This was my experience whilst trying to exchange a lousy ten dollar meat thermometer at the Lismore Square House shop. The shop assistant was not only curt and very rude, she implied I could have stolen the item and apparently the bag because of no receipt... which was never given to me because I paid cash and it wasn't put in the bag. I walked out of this shop s...haking over a lousy ten dollar purchase because of a very rude and obnoxious shop assistant... shop assistant? Customer service, what customer service? Now after reading other customer's bad experiences with this company I see it's not an isolated problem, rather a systemic rot in this company's management and policies. Will not 'ever' be shopping at or with House again... will not even be stepping inside the door. Great way to run a company!
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