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.
Bad return policy
I was near 5* as they price match (after adding shipping even if you pick up in store) but I just spent a good amount of money on a product that was poorly designed (I noticed after using it just one time), and it seems if you use the product, the satisfaction guarantee turns into a measly manufactrer's warranty. Any other shop would take the item back if you don't like it, especially if you have to pay for return shipping but not Kitchenwarehouse. Didn't save any money using them instead of Kogan or Amazon so next time I will shop elsewhere.
Disappointed the initial $15 promo only applies to fully marked up products.
The Welcome15 Promo is not worth the effort, doesn't disclose it can't be used on anything with a slight discount until you're at the checkout.
Deceptive marketing behavior like this leaves a bad taste.
Only redeeming feature was the free postage.
- NSW, Penrith
- Verified customer
Horrible customer service from assistant manager Jody!
Shopped online a couple of times and been in store and bought things and always had a good experience until today.
We bought a mechanical ice cream scoop only two days ago, washed it and then went to use it and it broke straight away.
We went in just to swap it over and the assistant manager [name removed] made us feel awful! We were nice and just said we wanted to swap it and in a very rude tone she said “ warranty normally doesn’t cover this, you didn’t follow the instructions”
It’s an ice cream scoop! My parents have had a similar one for ...
Love being ignored
bought the Staub pumpkin black cocotte and after first use the handle discoloured badly , the colour coming off in my hand. Emailed customer service and they were going to contact Staub regarding warranty. Waited a few weeks and after no response I emailed again asking what is happening , Got a rely saying they would contact Staub again as they had not been able to get in touch with them. Waited another few weeks so I emailed again and they said they would do me the favour of a refund as the Black pumpkin is now not produced anymore. Emaile...d back that i did not want a refund I just wanted a new handle which is the same colour on any of the pumpkin cocotte. Six months later still no handle or response. Not happy I really want to keep the black one i just wanted a new handle for it.
Out of stock
I get really sick and tired of constantly looking online for items only to see out of stock, this isn’t just the odd item it seems to be running theme. Your a kitchen store for gods sake......sort yourselves out!
Went to buy a Magimix Cook Expert for mothers day gift (already did lots of research online) and the sales staff (f) was pleasant but we felt completely rushed. They couldn't do the deal fast enough, wasn't really interested in answering any questions in detail and just wanted to complete the transaction. They were busy, and we were social distancing but geez. It wasn't a $20 transaction, surely when a customer wants to spend $2K you can give them more than 5 mins of your time.
Won't be in a hurry to return to Kitchen Warehouse in future.
Ordered a Miyabi Knife, received the product, the box was damaged previous to receiving it, the knife blade had defects in it, It took over a month for kitchen warehouse to decide for me to send the knife back, They did not offer a replacement just a refund when I wanted a replacement. Not happy with the time it took to work it out and not happy with the end result.
Expensive Return Shipping
I purchased a griddle pan from this company and the return cost to ship it back to Perth for an exchange was $58 through Australia post. It is disappointing that this company doesn’t offer return assistance like other companies. Especially for large and heavy items. When I raised this with the company no assistance was offered. Not even to reduce the postage costs on the second item that was exchanged.
Broken website - refusing to fix.
On the orders page, there is a "View Order Details". This does not load on my browsers, neither in Linux nor in Windows 10.
I have reported this problem months ago, more than once, and been given conflicting answers.
Today I needed to see "View Order Details" to get some important information which I suspect may be there, and the page still does not load.
Maybe with this negative review, KitchenwareHouse will actually be motivated to fix their annoying website.
Poor Click&Collect experience
I placed an order Wednesday afternoon at roughly 2pm for Click&Collect at North Lakes. As per their own policies located here: https://www.kitchenwarehouse.com.au/Click-and-Collect
I was expecting to receive a shipping email on Thursday and a collection available email on Friday.
The order I placed was for an important event on the weekend, however seeing their Click&Collect delivery times posted above I wasn't worried at all.
No shipping email was received Thursday. No Collection email was received Friday.
After contacting a helpful s...upport agent via the Live Chat on their website mid-Friday, I was informed that the package hasn't even been shipped from the warehouse yet. Not only have they missed their own delivery policies, but no compensation nor any apology was given.
Had to return an ice-crusher which I purchases on-line. Delivery time very good but within three weeks the ice-crusher was rusting from the screws. Took it back to Osborne Park for replacement which I received. The response I got was not very good. When I said the screws should be stainless steel. Was told depended on how "stainless" the steel was. Really! I work in the steel business and know if a product is to be in contact with water it has to be 316 grade at the least. After being given the replacement the woman just turned her back. Not very good people skills if you can't take the good with the bad. Won't go back to this store.
Did not honour gift voucher, lack of response when following up order
Disappointed that Kitchen Warehouse did not honour their their coupon code on Gift Vouchers (did not say anywhere online that I could not apply coupon codes to Gift Vouchers). I placed an order and bought a gift voucher using a coupon code I received which I gave to my mom. Mom ordered set of cutlery which also went through.
However, product was not delivered or packed. I called 3 days later; was told my order was on hold with no explanation; I asked what happened and was told that it was just on hold and waiting to be released. I asked whe...n would that happen and lady said she did not know and then hung up. No communication for a week - after a week I emailed again and got a reply the next day saying I could not use coupon codes on the gift voucher and my money will be refunded. Very disappointing customer experience. I bought product elsewhere for even cheaper so it turned out ok. Would be 1 star for this experience but usually Kitchen Warehouse has been good so I've given it 2 stars. Still undecided if I would use them again.
Pyrex Round Glass Storage
According to product's instruction, the cover is supposed to be used in microwave oven, but it is not, cover has caved in after use.
Just not good enough!!!
Been a member since 2015 spending on average $300 a month. Constantly. Been to the store today hopping to buy a Christmas present for my wife using my $200 worth of VIP point. Apparently most of my point is expired and only have $50 left. Talk to manager!! Ask me to call customer service. Can't help either. Not coming back to this shop again ever!!! Just not good enough!!!!
Expensive, Not very impressed.
I recently visited the new Kitchen Warehouse store at North Lakes and sadly was hoping for a lot more. I found them overpriced and severely lacking in customer service , there was no one when I entered the store and eventually I found one person towards the back of the store. The stock was the same things you can buy at Harris Scarfe for much less or Myer. But you can't complain about the service because there wasn't any! Sadly I will not be returning.
Incorrect Product sizing on their website
I ordered a set of Ogilvies Designs Classic Black Placemats being 40cm x 30cm, when they arrived they were much smaller. Contacted Kitchen Warehouse by return email (took them a little while to respond). I was offered a refund (less postage) which was great. The reason I was given for the error was that the size is wrong on the website. Guess what, the size is still listed as 40cm x 30cm and I'm still waiting for my refund - Not good enough Kitchen Warehouse.
- Online Store
- Verified customer
Poor customer service on returns, but happy to take new orders
Received my magi mix processor fairly fast after ordering 29th Nov, but it was damaged in the box. Sent request for help from them within the day. No reply. Had to chase it up on the 6th December. Sent back product on 7th Dec. No reply or contact from them. Sent an email to them on the 13th. No reply. Finally rang them today 22nd December. "Sorry, we'll send it out today, but it won't get there before Christmas of course. We've been really busy with new orders."
Seems a bit rich to take new orders when they do not even reply to existing customers returns emails. Very disappointing. Will be going to Harvey's instead next time.
KW Malaga WA, service disappointing! A shop with great stuff, stuffed up by bad staff.
I shop regularly at the Kitchen Warehouse stores mainly Midland, Scarborough and Malaga.
i must say the service at most stores is good. I have now been to the Malaga store twice and both times were a big disappointment.
The first time was when it was just opened, and the store had many browsing customers and no one waiting at the till. i wanted to buy the Scanpan iq range and asked if the store did price matching. Whether or not this store price match did not matter any more, as the sales person was dismissive, and walked off and then asked a...
Poor after sale service
Bought a kitchenaid mixer in Dec'12 and the machine kept shaking which knitting dough. Went to Kitchenwaredirect for assistance and was asked to contact supplier directly. Doesnt the seller need to assist buyers in resolving product faulty? How does the supplier know the details of my purchase??? They didnt even bother to reply to my email. Poor after sale service. Dont every try buying from this site.
bad after sale service.
I bought a number of items on a number of occasions through kitchenware direct, one of which fell apart within days. I asked Kitchenware direct to replace the item with same or like, and they told me to go direct to manufacturer. Poor performance Kitchenware direct, that is fundamentally bad service. I purchased through you, if you have an issue with a supplier it is your responsibility to go back to them not mine.
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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