Peter's of Kensington
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Bad customer experience when things go bad
We were loyal customers for 30 years, however no longer. Our loyalty ends today!!!!@Last week we bought $600 worth of cookware. We opened a box with an Estelle pot this morning only to discover there were several issue with the pot. First of all there were several rust spots in the internal base of the pot, also there was a dent on the internal of the pot but not a matching external dent.
We took it back, explained the issue to the person at the counter, she was happy to exchange, all good. 45 minutes later she advised us there was none in s... Read moretock and the pot had to be assessed by the manager tomorrow. We spent a fortune in tolls and an hour in traffic to get to POK, we wanted this resolved immediately. The person at the counter sent us to the kitchenware department. Much to our disgust there were two of the same pot on the shelf. The person on the front counter lied! We spoke to the sales person who incidentally was the same person who sold us the pot the week previously. We showed him the issue, he denied there was anything wrong with the pot, he claimed the rust spots were heat stains. He quantified his knowledge of the rust spots by telling us he was a chef for 20 years and he’s seen this before on stainless and it would wash off. Little did he know I am a stainless steel worker and I’m very familiar with the metallurgical properties of stainless steel. He also claims we caused the dent, his arguments were absolute nonsense. He wasn’t going to replace it. After some serious discussion we asked for a manager. While the chef was away we opened other boxes with the same pot, we discovered some pots also had dents. He returned with a manager, she seen the issue and replaced the pot no questions asked. 1 hour of serious discussions for an eventual resolution. Any other reputable store would offer money back or immediate exchange. My question is, does Peter’s of Kensington sell good quality seconds as new??? And more so why did we have to be subjected to this disgusting behaviour by a chef/ salesperson.
Online Shopping - Top 3 Businesses for me
Lots of businesses do well across many areas, but how things are handled when something goes wrong is the true telling point. And my experience was first rate! Sent the email (with full details and photos) and received an acknowledgement the same day (not automated). Replacement for a faulty item confirmed the next day, and it was sent the day after that. I've been purchasing from their online store for 9 years, everything from small items to kitchen appliances. This is the first faulty item (a manufacturing issue). And the everyday things - easy to use website, great communication on orders, and all sent fairly quickly. The only problem is limiting my purchases ;-) Show detailsFantastic quality of product, packing and delivery
Ordered a Garject garlic press on Sunday, 25 February for $49.00 plus postage of $15.00. Price elsewhere up to $70. The product was delivered on Tuesday 27 February in a package that a truck could run over without breaking anything inside.On opening, could not believe the weight (395g) and obvious quality of this product. Haven't used it yet but it is such a professional looking gadget it will certainly see us out. Show details
Customer service and quality control is non-existent
I purchased the Savannah Oven Mitts (2 in a set) online as Christmas gifts at $22 (https://www.petersofkensington.com.au/kitchenware/cleaning/oven-gloves-pot-holders/savannah-safe-snug-oven-mitt-set-set-2pce/?s=547188).The stitching around the edge to catch the binding of one of the pair is faulty (carelessly not catching the bias binding), and fingers can be poked through. The mitts have not been used. I completed the online form (there is no phone support), with photos.
After several emails back and forth, I was issued a refund of only h... Read morealf ($11) of what I paid - apparently because only 1 of the 2 mitts was damaged. Of course I responded 'what am I supposed to with the remaining one mitt?' and their response was that as only 1 was damaged only 1 was refunded. Really? I wonder if I'd purchased a pair of shoes and only 1 was damaged, would Peters of Kensington refund only one shoe? The 1 remaining oven mitt is absolutely useless! The faulty product should never have left their warehouse - clearly there's no quality control at Peters of Kensington either. In the past, Peters of Kensington was my go-to shop, I've bought many products from them. Now, I will never purchase from them ever again.
Impossible web site
i did all i could to place an order and the website would not accept my addressVery Bad Product
I purchased this 225819 Newcastle's Pudding Lady - Traditional Christmas Pudding and didn't open it until Christmas Eve for our dessert, unfortunately the pudding was over cooked, fell to pieces, just crumbs when I sliced it, resulting in me having to throw it in the bin and our family going without dessert.POK are asking me to return the stale fell to pieces pudding which I threw out.
POK have now refunded my purchase price, however it took a lot of effort to get my refund Show details
With the Pudding order, there were other items, I asked for a refund on postage, they refused. They have refunded $31 the cost of the pudding, in effect, my actual spending refund is approximately $2... Read more
1 as when I order utilising my gift voucher I have to pay approximately $10 for postage. Don't think after years long dealing with POK that I want to continue purchasing from them.AVOID- ZERO STAR
Assured a return was possible prior to purchase. Only half the truth as there are no refunds available for in store purchases. Receipt with that T and C was given AFTER the purchase . Would NEVER have purchased if i had not been able to receive a refund in line with many business practices of larger and chain stores. subsequent customer service to clarify and see if an “exception” could be made fell on deaf ears. Stuck with a v large gift card that has to be used in store only GRRR. Peters of Kensington should be avoided Show detailsHi there, Can you please email our enquiries team so we may investigate this further for you.... Read more
Our email address is enquiries@petersofkensington.com.auRidiculous amount of packaging
Ordered and received a single bread knife. This was delivered in a tube inside a ridiculously large box full of plastic packing. Shame. Show detailsHi there, Thank you for your feedback.... Read more
Please be advised our packaging is recyclable.Don't get caught out!
Peters of Kensington had a baking mould advertised as 2 in a pack with a picture that also included a frame. When it arrived there was only 1 and no frame. I contacted the store and was treated well by the phone contact but the store's view was basically 'tough' and could I prove it said 2!!! Fortunately I had taken a screen shot before they changed the information. Still bad luck and I could return it and they would send another (another single one). What was the point? Good customer relations should accept the error and send me another as good will. But I guess they haven't learnt that yet! Show detailsHi Sharon, We sincerely apologise for what has occurred.... Read more
Management would like to look into this and find out exactly what has happened and if the issue has been resolved for you. Can you please send through an email to enquiries@petersofkensington.com.au and we can resolve this for you.Will not honor the warranty they offer even though im only 4.5 years into a 10 year warrranty
I purchase a simple human bin from Peters of Kennsington in 2019. SimpleHuman bins have a 10 year warranty, hence why i have purchased it. We have used it as normal for the past 4.5 years but sadly the plastic that holds the metal bar inside the lid has broken.I emailed PoK about getting this repaired or replaced, and they simply said that our bin (in our kitchen) has been misued and they reject my claim but happy to charge me for a new one with a 20% discount (see the photos of our bin and tell me its been misued).
I first emailed them on s... Read more
ept 19, and after numerous follow ups, here we are OCT 17 and no result. I have given fair warning and contacted the business first to resolve this, but will now be contacting the ACCC as they have misled me by telling me it has a 10 year warrantly and even thouygh i am 4.5 years in and im not able to claim on it. The product hass a major defect and under the consumer guarantee should be replaced/refunded or replace for a similar item. It has not been misused (its a kitchen bin.. how can i misuse a rubbish bin?) Sadly ill be escalating this report to the ACCC and contacting fairtrading NSW and Victoria Consumer Affairs. I hate leaving a review like this, but i won't be bullied out of my rights. POK Ticket #638028No service
Why would I shop anywhere else ,,,,well to get what I paid for Was always good then my parcel went astray and nobody cared lost ,,pass the buck ,, Show detailsDon't buy a gift from Peters of Kensington
Once this company has your money there is very poor customer service. I was sent an expensive gift purchased online from Peters of Kensington. For this reason I don't have the invoice. After unpacking I realised there is an essential part missing. It is now about 5 weeks since I let Peters of Kensington know about this and the situation is still unresolved. I am very disappointed and sorry that my sisters have wasted a lot of money on a useless birthday present.Worst online store
Bad and rude customer serviceTake ages to get back to you
Packed my order incorrectly TWICE
Don't answer emails completely or just ignore emails
Didn't honour promise to send out voucher
Complete waste of time
Generally Perfect
I have bought many items from Peters of Kensingtons (mostly online) and this is one of the few stores I've never had a problem with. Postage has been reasonably priced, swift, well packaged in their pink boxes and items have been accurate and as advertised. I have also recommended them to many friends who themselves have purchased without issues. I would recommend them highly. I do not know how they would handle a misplaced order or other customer service inquiry as that has not been needed so far.The only issue that is a con, that I could me... Read more
ntion is their practice of listing items for very cheap prices on eBay (e.g. a $55 pen for $19) but when you go all the upto actually opening up the listing, you find it is "out of stock". This is not becoming of Peter's reputation and I hope they discontinue this, rather below the belt, practice. So far all my purchases have been honoured, and I've picked up a few bargains as well. I really don't understanding the whinging about the price here, because Peter's of K is usually very upfront about their pricing (and other than the out of stock issue) and I've not had any problems there. Would highly recommend this shopGreat Until Something Goes Wrong then Awful Service
When I was buying a SMEG kettle, Peter's were a great price and their online sales were brilliant. About 8 months into owning the kettle, the lid hinge broke and that is when Peter's true colours shone through.I had the receipt and sent them a message to say that my kettle hinge had broken. They requested a video of the fault so I sent it. Then nothing for about 8 days and I contacted them. They told me they hadn't received it. Turns out that their email system cannot handle a 10 MB file so I sent them a link to the video, which took them a f... Read more
urther two days to acknowledge. After a while, I asked for an update and they told me that they were awaiting their supplier. I reminded them that my contract was with them and as this is now in its 3rd week, I was getting a bit fed up. They then messaged me that they were going to send me a new kettle and could I return the broken one. I agreed but I could not find a suitable box. So I requested that they send out the new kettle and I promised to return the old one, in the same box. Well, it turns out that they refused because they don't trust me. So, they will not send out a new kettle to me and are holding me to ransom. I have now made an official complaint to Consumer Affairs Victoria and they are dealing with it. However, Peter's refused to budge and I still had to send the old kettle back before they would send the new one. I will NEVER buy anything from this company ever again. I suggest that everyone else be careful before they buy as well.Questions & Answers
I have a beautiful set of Global knives. Unfortunately I accidentally dropped the bread knife recently and it broke in two. Is there any way I can get a replacement and what would the cost be, please? It has GLOBAL CROMOV A 18 Stainless Steel on the side of the knife. I am so angry with myself as I would not have used it more than six times as I usually buy sliced bread. Can you help me, please? Elaine Gostick
I have a beautiful set of Global knives. Unfortunately, I accidentally dropped the bread knife recently and it broke in two. Is there any way I can get a replacement and what would the cost be, please... Read more
? It has GLOBAL CROMOVA 18 Stainless Steel on the side of the knife. I am so angry with myself as I would not have used it more than six times as I usually buy sliced bread. Can you help me, please? Elaine GostickProduct review.com is asking me to answer this question. Why? This question is meant for Peters of Kensington, not me. All I can say is that giving them . A phone call would be better as well as onlin... Read more
e searches for similar items. That’s what I would do.who are you?
Do you stock grapefruit knives. smallish knife with serrations on both sides of the blade which allows you to separate the flesh of a halved grapefruit from the skin
Do you have childrens articles I am in Tassie. I have a gift voucher that expiers 11/05 2023
Hi There, We do have various children's books. If you would like further information please contact our enquiries team at enquiries@petersofkensington.com.au.
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Hi Merridy, If you could please reach out to us via our enquiries team and we can assist with you completing your order.... Read more
Our email address is: enquiries@petersofkensington.com.au