As of June 1, 2016, the Kitchenware Direct brand has been merged into the Kitchen Warehouse brand. Reviews posted here before this date may reflect the Kitchenware Direct brand.
Customer service asleep at the wheel
Sent the wrong item. After I had rung to confirm if the product as advertised was the one I would receive. Two versions of the Wusthof Ikon knife set available. Second time its happened.
Shocking customer service!
Received Pyrochef cast iron pot with lid that did not fit, had to send It back and was not even credited $ 44 dollars return shipping, shocking customer service! Would never use again
Goods ordered close to 1 month ago and still no show.
Desperately needed large containers to store flour after shopping at costco. After ordering from KW I was expecting a max of 2 weeks for delivery but so far no show.
Hugh bags of flour sitting on the kitchen floor. I'll probably find weevils in it soon.
- VIC, Preston
Disappointing and disrespectful CS
My first time visiting a Kitchen Warehouse store. I'm disheartened to witness at first hand the poor customer service by two front staff. I have patiently waited in line to pay for my items.
I've no doubt that the staff did not want to serve me at all, just because I'm asian.
I just hope that they will treat everyone equally in the future.
Don't waste your time with Price Match
Don't waste your time with Price Match as KWH won't bother to price match if the item is on sale at another store. Makes you wonder what the point is to offer "Price Matching"?? Aeon told me on the online chat that House is not legit so they won't price match identical products
Bad customer service
Extremely disappointed with customer service at the Middleborough Rd store. Argumentative and do not want to listen to the customer. So you lose your receipt and not even consideration for an exchange when they clearly sell the product. I’m taking about something worth $19.95. Seriously it can’t be that hard.
Poor after sale service
Postage was awesome.
Then the fun stopped there.
My products came with free trays; had to chase redemption details then to date still have received them and have followed up several times. And given run around each time.
Poor Problem Resolution
My purchased item when delivered was missing a part. It was sent straight from the supplier, so no fault on Kitchen Watehouses behalf. I rang the Customer Service number immediately and was advised to send an email with photos, which I did.
After not receiving a response for a week, I called again. I was advised my email went into their spam folder. I was told that they would contact the supplier and get back to me as soon as they received a response.
A week and a half later, still no word. I called Kitchen Warehouse again and was told the ...person handling the matter was on annual Leave and they could not access her emails. All three Customer Service rep’s that I have spoken to have been polite and apologetic. But I feel like I’m just getting excuses now and the issue is still not resolved. I would give zero stars if I could.
Bought their scanpan wok off COTD. They listed the item with all accessories included such as a grill, bag and chopsticks. None of the accessories were received.
When I brought this to their attention, Kitchen Warehouse attempted to inconvenience me by instructing return of the wok. There was no apology for their actions. No partial refund.
This is false advertising. Agree with other posts, they do not deserve a star.
Terrible customer service
Requested return on purchased products and advised out of pocket expenses of $80postage fee for $80 worth of products was at my own expense. Customer service addresses issue by recommending I travel 90 min to c loser store to return products to save on postage?????
- Online Store
No customer service or goods
My order hasn't arrived to my PO Box, ordered 14 Nov sent 15 Nov and have had NO assistance told me to wait 10 day more when clearly tracking shows it arrived at the post office where my PO Box is located.
1st & last time I use Kitchen Warehouse!! Dont deserve a star.
Worst customer service!
My order has been travelling around Australia all week and have had NO assistance from Kitchen Warehouse to resolve. 1st & last time I use Kitchen Warehouse!! Dont deserve 1 star!
- Online Store
Delivery delayed by a week. Explained as being a system oversight, any and all contact was from my side and met with a don't care attitude. Promises to phone me back has not been met. I won't use them again.
Appalling customer service
Appalling customer service. I placed an order on Tuesday for a Vitamix, my blender had broken and I had an important dinner party on the Saturday night. Plenty of time to receive an order. When I hadn't received the item or any updated emails I contacted them Friday morning to ensure the item was being delivered on the Friday. I was told someone had tried to contact me to verify my details - 1. I had not received any calls from them 2. if I had missed a call they did not leave a voicemail 3. they did not try to contact me via email. They just left the order hanging. When I explained all this the customer service person did not care less and said the item will be despatched today and will take 3-4 days to receive.
I was looking for a plastic sieve to use for making Kefir in September 2018. I looked on line and saw that they had this item. I went to purchase and their were none in stock, so I went to Midland and they too had none in stock even though both stores were supposed to have the item. I asked when they would be back in stock and I was advised that I would be sent an email when they were available again. After 10 months away, I still hadn't received an email. My friend went to the store on Tuesday 27th August and saw that they were back in stock..., so purchased one for me. Unfortunately she bought one that was too big, and couldn't find the receipt in her bag when I asked her for it. ( She had bought numerous items). I returned to the store and tried to exchange it for a smaller cheaper one 2 days later explaining the circumstances and the staff point blank refused without proof of purchase. It was obvious that the item was from their store, but they were adamant that they could not help me. This made me feel like they thought I had stolen the sieve and was an example of staff not making poor decisions in relation to PR and showing goodwill. I will not be returning to Kitchen Warehouse
Sent me the wrong order, now I have to go to post office to send it back before they will send the correct package which is meant to be a birthday present which will now be late. Very poor customer service. Would not buy from again
Good products, very rude staff
It took me a few days to get a refund for a cancelled online order. The online manager J... was very when I called to check on refund progress after I was’nt getting any feedback. This for products that never left their store! I will certainly be careful if there is going to be a next time.
Ridiculous return policy
I have spent a decent amount of money at Kitchen Warehouse and was disappointed when I couldn’t return a $15 set of tea towels because their minimum return is $20. I have never heard of this return policy before... I was happy to have a credit note but nope, not an option. Needless to say, I won’t be spending my money there anymore.
wrong product delivered
ordered a seal for 7 pint namco magician. The seal did not fit.
after several phone calls (they are slow to answer phone)and emailing photos etc (2 hrs of my time later) they agreed to refund. that was about 1 week ago money still not received the cash.
Annoying to get email to rate their service.
The reviewer stated that an incentive was offered for this review
ordered Pot set and some storage baskets, 3 Days and the product hasn't been posted yet, easier to go to Myer and buy it at least you don't have to wait.
Questions & Answers
I am still waiting delivery of my purchase, a Christmas gift for my grandson who loves cooking. You wrote and told me it had been taken to Australia Post on 11th December. When am I likely to receive it please. Very disappointed.
Thank you for getting in touch. Kindly send us an email to email@example.com or call us on 1800 332 934 from 9-5 Mon-Fri AWST so we can assist you further, please.
I am interested on precision kitchen scales with bluetooth
Thank you for getting in touch. You can send us email to firstname.lastname@example.org or contact us on 1800 332 934 from 9-5 Mon-Fri AWST and we'd be happy to assist you further.
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