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Out of stock but no communication after 8 days.
I order item online on the 1st June. Ebay have a 'posted' function so the seller can let you know its been sent. After 8 days with no notification, I sent a message. The reply was they were out of stock.
Blinding arrogance to expect me to chase them up. Never again!
I needed to return a carpet that was the wrong size for an exchange. Pok have a service with Aus Post where you can pay $12 for a return, but it only allows packages that are less than a metre long, and my carpet was longer. I contacted Pok and they got back to me within an hour with a personal phonecall to say they'd come and pick it up and exchange it for me. Needless to say, I was very impressed. Aftersales service means everything when you shop online, and this was exceptional.
Appalling product ... Appalling customer service
I thought they were a reputable company. I have bought from them before and all goes well until you have a problem.
I bought a fountain pen online and what I received was not what I ordered. It came without a pen clip - the order photo and what was on their website clearly showed that it had one - without any instructions and in a tin which I know is not the correct packaging for this particular product. It was also missing a cartridge - or so I thought - so I put my own one on the pen only to discover that a cartridge had been jammed up th...e body of the pen so the body wouldn't screw back on. It took a considerable effort to remove the cartridge - which was jammed in with the thick end visible - and when I did it was already pierced and empty. It was clear to me that this pen had been used before and was probably a returned item that had not been checked over before reselling. While customer service via email agreed to send me a pen clip the overall tone of their emails was that I was lying. They also denied that the pen had been used previously. I know these pens. I have another one which is why I had the correct cartridge on hand. I know how they come packaged. I know that this company does not jam the cartridge that comes with the pen up the body of their pens. I know they don't include a used cartridge. Despite promising to send me the missing pen clip - and a replacement cartridge - they have not done so. They have not answered my followup emails and it is impossible to speak to someone on the phone as they never answer. The same with online chat. You get no response. They don't even have a 1800 number. This company's after sales care is non-existent and in my experience they have been dishonest with regard to what I bought and what I received and they have refused to rectify that. Next step will be a credit card chargeback.
peters of kensington lost me as a customer
SHE refers to staff member that spoke to me re the return.
Hit and miss on the floor with attitude but in general good helpful floor staff HOWEVER.... i have been buying esteele top line non stick pots for my folks who are 85 , and they are great.So i bought 2 of the same type of non stick frypan at 192$...good special. between mum and i maybe used 6 times to cook breakfast eggs and tomato or some meat. I add some butter though no where in the manual does it say to use fat...lo and behold, if you want meat that is medium cooked, or ...nicely cooked tomatoe.... they leave a residue that you can not just wipe out. we tried to wash with a sponge, we even did teh vinegar and water trick as per manual but nope... wouldnt budge. returned them for " assessment by the esteele rep who would visit the store". After almost 2 weeks i get a call that photos were sent to esteele, and that a lady in peters of k washed them and it all came off easily - she even " picked off the with a finger nail" ( like we are going to clean a pan like that ) and said that she doubted that we washed them at all. Rude. I tried and my mum tried - admittedly her hand is weak and thats the point - why scrub when you buy non stick? ( apparently she at peters cleaned it with a scourer) she the said that as we have a hot plate we should only heat on low to medium - and i have not had a response to this part: i sent a quote from the manual that says heat on medium to high. no response,I only ever heated on 75% power and turned it down after searing and told her that ... oh yes and i was told that tomatoes have high sugar so they stuck ...er..so what? the pan is non stick, it doesnt say tomatoe will stick. I offered to get another brand but she would not budge. i got such a run around that the pans are for induction and there fore retain heat ( they are suitable for all cook tops according to the box). seriously people, what ever price peters will have, David Jones will match and returns , if ever needed, are easy and respectful. to finalise, i was told that the email contact at esteele would be supplied so i could discuss with the person that decided the pans are ok,,,, nope... just a random contact page link despite a number of requests. finally homewares lovers , i have bought loads of great homewares at royal design .com and nordic nest and any problems were handled gracefully. I like to support local but i say good bye to peters and the bad attitude. Djs is my go to locally and will now stay that way.
Terrible terrible customer service!!!
I bought some sale products from them on Boxing Day 2021, and didn’t receive the parcel until early Feb 2022, and due to the damage of the product they have to replace one of them, and I can’t believe they use AU Post again, and I finally received the collection card today while I’m at home all day, not even the actual item, on 31st March 2022! A quarter of 2022 has gone!!! The product was supposed to be a gift but the date has been missed. When I explained and requested for a refund they refused, well you can blame the pandemic for the delay, ...I can understand it’s not your fault. But not even a comforting word? I’ve experienced delay with other online stores, and they replaced the item for me quickly with their internal delivery system purely just for the delay, not damage or missing item. I’m very upset and disappointed Peter of Kensington didn’t do anything to make it up. I will never purchase from them again!
Wool rug? I dont think so!
I purchased a $1400.00 black & white rug advertised as wool, during lockdown. The delivery was quick but there was a slight stain on the white part of the rug. I didnt bother complaining as I am in Victoria and item was too large to try to return. That was the least of the problems. The rug sheds very very badly. Needs daily vacuuming & the strands of the product come free just by rubbing a hand over it. Complained & was told this was normal! Very soon there will no "wool" left". Not happy
Great service but damaged items
I ordered two photo frames from Peter's of Kensington which cost me $70 including postage. The items arrived in good time and were packed well by the store, but both frames had broken glass. I am blaming Australia Post for this as the frames were packed in a large box with plenty of bubble wrap and each frame was in the frame box wrapped in bubble wrap. I contacted Peter's by email and they got back to me within 24 hours offering either a refund or replacement frames. I chose the replacement and once again they arrived in good time and well pac...ked. However, one of the frames again had broken glass. When I contacted Peter's, they again offered refund or replacement and this time I chose refund. An e-gift card to the value of $33 (cost of one frame) arrived in my inbox within 24 hours. Great customer service from Peter's of Kensington. As for the quality of the frames (Lux by Peter's - Countess Photo Frames), they are a bit tinny and not as good quality as the description on their website implies.
Not easy to get refund after cancelled order
We placed by mistake and was click and collect order from their store. Due to increase of COVID cases in NSW, we decided not to pick up the order. We contacted the seller on the same day to cancel the order. The seller confirmed that they have cancelled the order. We followed up couple of times regarding refund and initially seller promised that we will receive refund by end of week. Now Peter of Kensington is making excuse that they need to receive this item into their warehouse from their own store before they can refund the money. It’s already been two weeks and we haven’t received our refund. This is so disappointing.
Ordered a wool rug...only received tax invoice, then none updates or any information provided, after half month wrote enquire email and was told it had been sent.... but never received it ...
No stressing with P.of.K
Have never had a problem with Peters', every transaction has been stress free. This has been my safe having for Christmas Shopping. I feel that standards that P.of.K hold , well lets just say some other retailers could learn a thing or two !
Knives never delivered - not action until they are returned?
When I did not recieve the product - but had paid $200+ - after a week+a few days, I called Peters of K to see what was happening. They responded that I would not get send knives or a refund until the knives they claimed to have had sent via AusPost, that I had never recieved, were returned. If I wanted replacement knives, I would then have to pay for transport. I think there is an issue with their order form - but they could process my money, yet not have the product delivered.
Good prices and some unique items which cannot be found in other stores - lacks after-sale support
Good prices on a huge range of kitchen items and also some unique items which are not found easily on other stores (such as crystal/glass items from Italy) however the after sales/customer support is horrible. I was sent a faulty item and they offered me a gift card to use for my next purchase, after several emails I have given up - it has been months now and I have given up on them. Buy what you wish but do not expect customer support or after-sales help.
The reviewer stated that an incentive was offered for this review
Order sent..can breath a sigh of relief knowing all will be well.
I’m 80 now but have been ordering from pk for years from WA. Never was anything but completely satisfied.that’s the pro, now for the con..I was in Sydney and wanted to buy a special gift for my son. Decided on a montblanc fountain pen..it was not cheap, over $1000 I recall. Oh my god, the sales assistant tried to hold onto the pen she had reluctantly taken from stock and when I asked to see another she carefully reboxed the one I was looking at and put it away. Then she told me several times how much the pens cost, she could only accept card p...ayment with Id and bank ok. Then once again went through the whole parody, holding onto the pen as I tried to look at it, telling me the price 3 times as though I was demented,taking it from my hand and reboxing it before I finished and refusing to turn her back to get the first one unless she reboxed and clutched the 2nd pen to her chest. I didn’t know whether to laugh or cry. I bought the pen two weeks later,acting suspiciously as I tried to avoid seeing her. My only negative experience at PK.
Watch out for "glitches"
A quote from the email I received when I asked why my order hadn't arrived: "Unfortunately there was a glitch during your order which meant although payment was taken the order did not generate."
I could think of a few other terms for taking someone's money and providing nothing in exchange. If the "glitch" is genuine then they should find a new online ordering system. If (more likely) they're just fooling to cover up that they're taking orders for products they don't have in stock, then they should just be honest and refund your money.
EXCELLENT SERVICE, PRODUCTS AND PRICES! WOW SO HAPPY!
Extremely good warehouse/customer service staff. Ordered and had my order by 7am the next day. The delivery driver also concealed the package nicely to avoid theft. They emailed promptly, and also tried to call as the eBay system gave them mixed addresses. They changed the address for me, and there was no delay. Always polite and respectful. Such an honest company, with extremely good products and prices too. The world needs more of you!
Questions & Answers
I purchased a torch on-line ..it does not work...where do I exchange or return it?
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