House - Physical store

Thanks to Robert for providing a Baccarat pasta machine replacement, after the one I bought in store had significant parts missing. He was professional, friendly and solved the problem quickly.

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!

Baccarat Rock Frypan 20cm and Baccarat Rock Frypan 26cm. In November 2023 we purchased at House retail outlet at Castle Plaza in Adelaide 2 Baccarat Rock Frypans. These pans have been washed in our dishwasher but over time the outside surface of the pans has started to breakdown. We took them to the House store and was asked to contact the… Read more

supplying company Global Retail Brands which I did. The response I received from the receptionist who took my call to Robert in their customer service department can only be listed as outstanding. Service like it used to be years ago. I explained to Robert the problem we have and he advised he would email me requesting photos of the pans showing the damage and a copy of our receipt detailing our purchase. This email was received in minutes, I returned the photos etc as requested and then received a follow-up email advising that the information had been forwarded for review but the pans would be immediately replaced. From the time of my original phone call to being advised by Australia post that my replacement pans were in the process of being forwarded to me was 48 hours. Congratulations Global Retail Brands and all their staff on their customer service. Michael Wilkins

Ridiculous policies and rude customer service!! – Frankston House customer service was appalling. I arrived at 9.50am to be told abruptly by the sales attendant, that although their shop was partial open, they were hanging up sale signs and would not be attending to customers until 11am. I just wanted to return wine glasses. And as I walked away the attendant called out, "do you have a receipt… Read more

for that?".

I returned at 11am to ask for a refund on the glasses that had not been opened as they were a Christmas gift and an incorrect match to my existing glasses. I was rudely told that it was a voucher or exchange only. I was shocked. Not only was she rude but I have not come across a national store chain that refuses the customer a refund. The attendant then said I needed to read my receipt carefully. I did read it carefully and the first 5 words say "For in-store refunds and exchanges......". I would like the refund I replied.

The attendant then said that I needed to read the second paragraph. "Please choose carefully as we do not refund or exchange for change of mind on purchases of protectors, underblankets, quilts, toppers, pillows and bath mats." FULLSTOP.

My reply was " I am returning glasses?"

The attendant, who had been joined by another attendant, both snapped back, "it includes other things too, we can list them all on the receipt!".

I recommended that HOUSE should remove the fullstop and say...."and more". Also remove the word " refund" from the receipt when there is no opportunity ever for a refund.

Very frustrated, I made a call to head office and that landed me in the Philippines. The area manager maybe able to help me with my refund. The call centre attendant would email the area manager who would then contact me.... one day. Not helpful when I am at the store awaiting help.

I really want a refund so I never have to shop at House again. I am scarred from this experience.

I purchased a Baccarat scale from House. Unfortunately it was faulty but after a few emails with Razelle at customer service Baccart is sending me a new one. I appreciate the service i received. Show details

Just had a full house clean done by Masud from Jim’s Cleaning (Picnic Point) and I’m seriously impressed with the results. The place was starting to feel a bit overwhelming with dust, mess, and general buildup, and now everything looks fresh, tidy, and spotless. The cleaner was punctual, friendly, and very thorough. They didn’t just do a quick… Read more

surface clean—they really paid attention to the details, from skirting boards to bathrooms and the kitchen. Even those easy-to-miss areas were taken care of.

What stood out most was how effortless the whole experience was. Booking was straightforward, communication was clear, and everything was done exactly as promised with no hassle.

Highly recommend if you need a proper, reliable house clean. It’s made a huge difference to how the place feels.

I purchased the Baccarat ID3 32cm frypan, and at first, it was excellent—high quality, non-stick for a few months. However, after some time, it started losing its non-stick properties, even though I used it with care — cooking on low to medium heat, never overheating, and only using wooden utensils, never a dishwasher. When I reached out to… Read more

customer service, they were incredibly helpful—they responded very fast, and within one day, they sent me a replacement pan. It wasn't the exact same model, but it was very similar, and I received it the next day. I’m very happy with how they handled everything and the service they provided.

My kids brought a pot about two weeks ago. They happen to lose the receipt. I rang up and explain my situation. I said as long as I bring it in the day after I can exchange it but no refund. I said that is fine. That’s all I want when I went the day after they then told me I cannot exchange or refund without receipt. They wasted my time petrol . I… Read more

just think it’s wrong. They tell you one thing and when you actually go there they change their mind depending how they feel and they said no not even an exchange by right they should honour what they said to me and when they told me I can exchange without a docket and that was their word they should honour that

I was very disappointed with my experience at the Doncaster store and with House’s refund policy overall. The policy is confusing and inconsistent, with different rules applying to online purchases versus in-store purchases. I purchased a brand-new coffee mug in store only a few days earlier, complete with all tags. The store manager advised that… Read more

if the item had been purchased online it would have been eligible for return, however because it was purchased in store and deemed to be “on sale,” no return was permitted. This distinction was not clearly explained at the point of purchase, nor is it clearly stated online or on the receipt. Had this policy been made clear at the time of sale, I would not have made the purchase and would have chosen a retailer with a more transparent and customer-focused returns policy. In a highly competitive retail environment, this experience is not acceptable. Unfortunately, I will not be purchasing from House again.

House Southland in Melbourne refused to refund or replace faulty $10 product still in original packaging and as new condition.Very rude staff with zero people skills.

My Baccarat Stone x2 lid unexpectedly shattered and Robert helped me with a replacement without delay. My interaction with him was very professional and I'm very happy with my purchase and warranty. This has solidified why I buy from House (and Baccarat) both being a trusted retailer and brand. Thank you! Show details

My experience covers the return of 2 frypans to the Robins Kitchen store at Maroochydore where conversations with the Manager, Janine, were both very friendly and informative whereby I was able to exchange for a more suitable frypan to suite my daily cooking needs. I had initially sent my inquiry by email to the main office, which was answered by… Read more

the Manager, Maryda, and where I could have proceeded along that parthway with more emails, however, I decided that going to the actual store would be better for all concerned. I was impressed by the willingness to help me, of all ladies concerned. 10 out of 10.

I have purchased something and didn’t receive my discount on the product and I have made a complaint. Sheen was really helpful and followed up my complaint and resolved the problem. Customer service is excellent.. Show details

I would like to thank Maryda for her help in resolving the issue around my sheet set, so very efficiently. She went out of her way to keep me informed of the progress of my claim and was very timely in her responses. I would have absolute confidence in contacting HOUSE again should I have an issue, as it was a pleasure to deal with them. Deborah GARBUTT Show details

Hi, I just wanted to leave some positive feedback about my recent experience at the House store in Joondalup. Robert was very helpful with my warranty claim for the Greenstone cookset. Because of the loose handle issue, he replaced the three affected pans with brand new ones under the lifetime warranty for factory defects. Everything was… Read more

handled quickly and smoothly, and I really appreciate how easy he made the process. Great customer service.

Please pass on my thanks to Robert.

Robert was super helpful with organising a replacement for my Bacarat frypan which started to get some black residue after regular use. The process was really easy and I’m thrilled that Lifetime Warranty is actually promised.

I had an issue with a missing setting from my dinner set purchase and dealt with Robert online regarding this. Robert solved my problem promptly & professionally. I am more than happy with their customer service. Than you Robert!

Robert provided fantastic and quick service for my two year old baccarat granite frypan which had degradation of the non stick coating. He replaced it with no hesitation and provided a seamless service. Thankyou Robert.