Peter's of Kensington Online store

Customer service is well below adequate. It’s taken over a month for any correspondence with regards to a replacement all clad pan that arrived damaged. Buyer beware that you’re on your own once they have your money.

I purchased a Pillivuyt dinner set from the online store and within less than a year, 4 items of the set had developed significant cracks or fissures. Initially, each time I contacted the store they were very helpful and responsive to emails. The first item was replaced quickly with no issues. Getting replacements for the 2nd and 3rd items took… Read more

months with little communication to keep me informed of the status. After follow up emails, I was informed that they were waiting on the supplier to make a decision on whether to replace the items. Eventually the first 3 faulty items were replaced, however the 4th item I was told that would not be replaced as it was out of warranty and the first three had been replaced purely out of goodwill. I chose this brand for its quality and resilience, however clearly this was not the case with the set I purchased. I suspect that it was damaged during shipment, however the store never took responsibility for this. So would I buy this product again? I’m really happy with the set as a whole, no issues with any of the other items, however I don’t know if I would purchase from Peter’s again…..

I would like to complain about the Peters of Kensington driver from their delivery partner who delivered our order AD127513. We weren't given any advice about the delivery date and time. We received neither a message on the day nor any tracking details. The driver called and said he was out the font of our venue where the stools were being… Read more

delivered. This is an event venue and we were hosting a client event. I told the driver that I was not at the venue (having not known the delivery was scheduled for this time) and that I would call my colleague to show him where to put the delivery. The driver swore his head off at me so rudely. My colleague then advised that he then marched into the venue threw the order on the ground and yelled and swore into the venue- WHILST we had guests in the venue. It was very embarrassing and totally unprofessional. I would not recommend the service provided by this business.

RECYCLED PLASTIC IS STILL PLASTIC – The point of my review is to express my concern and dismay at the unnecessary amount of packaging and plastic used to pack three small items bought from Peter's of Kensington recently. The three items I bought were: a small cutlery set in a box roughly 30cm x 10 cm; 4 Villeroy and Bosch saucers neatly stacked, no higher than a cereal bowl and six… Read more

teaspoons. These goods arrived in two cartons - each carton about three times larger than a shoe box. One carton contained the cutlery set and teaspoons. The other contained the neat pack of saucers, wrapped in paper. Because the cartons were so large in comparison with the contents, packing material was used to fill the space in both.

I was appalled to see the amount of plastic that was used!! Firstly, the saucers- already wrapped in paper - were further wrapped around with a very, very thick layer of plastic bubble wrap, secured by plastic packaging tape. Then, because the box was so large, as I have already said, the rest of the space was filled with "AIRplus" proudly printed all over with "Made of 50% Recycled Material". Yes! Recycled Plastic. But, Peter's of Kensington, it is still Plastic!!

The second carton contained the cutlery set and the teaspoons. Again, the swathes of "AIRplus" but, as if that wasn't bad enough, each of the six teaspoons was encased in its own plastic bag!

Recycled plastic is tokenistic and a form of greenwashing. I was so dismayed by the wastefulness and the unsustainability of the packaging choices made by Peter's, that I called the store. My complaint was handled calmly, respectfully. However, I was not permitted to speak to a senior staff member about the problem and the person to whom I spoke, did not seem to understand what the problem was or is!

PFAS chemicals are everywhere in our environment and the Earth is in peril from pollution of all kinds, including plastics. Large organisations such as Peter's have a responsibility to lead the way in deciding upon, modelling, promoting and using more genuinely biodegradable and sustainable packaging materials for their goods.

I am going to post all the plastic back to the store today so that it can all be reused.

Helen Lindstrom

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… Read more

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 half ($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.

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.… Read more

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 mention 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 shop

Wog boys pizza put in order. Delivery to Glen innes. The lady taking the order was fantastic. Had solid knowledge of the products. Amazing customer service. Expected 3 day delivery. Items arrived with in 24 hrs. What a great sypplier. Wont even think of going else where thank you

Great sale prices for Cornishware. Easy to use website with good IM. Fast delivery and helpful returns team – Excellent availability of some hard to find Cornishware on sale at very low prices during EOFY sale. Had only one issue that was with the handmade product which was replaced quickly and without too much trouble. All in all another very good experience with POK.

Above and Beyond!! – I recently purchased a dozen Costa Nova plates from Peters of Kensington. These plates were destined to be family gifts within the week. There were a couple of days where the order looked like it could not be fulfilled due low product stock but the staff at POK worked hard to order some additional product from another store. They also appeared to… Read more

have conducted a warehouse check in the hope that more could be located. They were successful and the completed order arrived this morning. I am so impressed by their service capabilities, they were hell bent on getting this order completed in full and at my home in very record time - and they made it!! All staff were so very professional and helpful through the process, very much like old style personal attention. Great job!!

Despite claims to offer price matching, my recent experience suggests otherwise. I sent an email with the details for a price match but did not receive a response. When I called to follow up, I was informed that I will get a response and I did over email. I was told they cannot price match because the competitor is a partner supplier. This is not… Read more

how price matching typically works in Australia. The standard practice is to match a lower price found elsewhere, or not to claim you offer price matching at all.

It's been 5 weeks and I still have not received a response re. faulty top sheet in Royal Doulton Bedding Sateen Sheet Linen K 500TC Set. This does not even cover my standard king size mattress and the store have dropped me like a hot potato. This is really disappointng after years of being a loyal customer. Interestingly, I see it's hard to review this product on their website but thy are happy to publish a 5 star one.

Order has not arrived & ZERO customer service – I am still waiting for my order & they have not replied to any of my emails. I was sent another persons order & was told to return that order then they would send mine, which I thought was rude as it was not my fault they stuffed up. The event I ordered my item for has now passed & they still have my money & will not let me know when my order will arrive as it has not been sent yet. DO NOT order from this store! ZERO customer service.

Time waster! Dont believe the online advertising – Ordered 2 suitcases 2 weeks before travelling overseas that didnt arrive. They were sold as "in stock" but were clearly not. When I called to enquire about the status of my order (BTW they confirmed my delivery address on the first day), they simply said they are not in stock and now discontinued as of yesterday. No communication, false… Read more

advertising, a waste of time. No compensation offered - best offered was refund ... Ah... its the law to give back money for no goods being supplied... forget customer service and the extreme inconvenience!

Remember reliable online shopping? – I like using Peter's online because it has a massive range but it's so easy to search. Items a clearly and consistently displayed with relevant info, and the filters are simple. I have no idea how people would find difficulty with this site - it's one of the good ones. Shipping is always prompt, with items well-packed in those solid pink boxes.… Read more

I've bought quite a range of stuff over a long period and never had an issue with delivery, stocking or anything of that nature. Service is AWESOME - you can communicate with these guys and they don't muck you about. On the one occasion I had a faulty product they replaced it quickly and without question. This level of reliability is not so common anymore, so I don't take it for granted.

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… Read more

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 ;-)

Fantastic 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.

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… Read more

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!

No 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 ,,

Worst online store – Bad and rude customer service Take 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

Global knives – Wouldn’t honour warranty after only owning knives for less than 6 months. Customer service is extremely rude & wouldn’t assist. Kept on blaming me for issue. Avoid buying from this store.

Amazing – I bought a zyliss food processor online. Awesome product, a bit bigger than i expected. Packaging and delivery was outstanding. Very well packaged and very fast delivery. Highly recommended and i will buy from them again. Thank you