I contacted Robins support to report a defect with an item. I was very pleased with the response from Sheen in customer support. She was very courteous and made the process a breeze and I had the item replaced. A big thank you to Robins Kitchen, Baccarat and to Sheen : )
Outstanding serivice and support from Michelle when my order came damaged. I’m extremely happy with the whole interaction. It took less than a day (half) to solve my issue.
Mary assisted me with a return. Her replies were prompt and the action taken by her to return the item occurred quickly. Her communication was very clear and she was very pleasant to deal with.
Reviews with attachments
I ordered 12 glasses and 5 of them were faulty (wobbly). I contacted customer service but didn’t hear back until I got hold of a very professional gentleman by the name of Robert, who totally understood, fixed the problem and organised new glasses for us. Super service from Robert, who replied on Facebook business messenger.
I had great customer service help with Sheen she sorted out my concern with kindness and prompt response. I received my pot today. It’s perfect! My Tefal stainless steel pot is perfect. Regards Anetta Show details
Thankyou Razelle for your quick response and replacement of my green stone 20cm chef pan. It arrived in less 2 weeks from speaking you brand new set ...
Whatever happened to customer service? I bought items online and was sent one factory second item and 2 items that had imperfections when I took them out of the box to check them. I’ve been emailing all week and finally phoned a store to get a phone number to call. Yesterday I phoned and my call went to someone in The Phillipines. All I want is a… Read more
return label to return these disappointing items. I will never buy online again from Robins Kitchen. Their online service is a joke. Actually it’s pretty disgusting…
Unfortunately, the baking tray we ordered online arrived broken as a result of being packed poorly. Thankfully, a quick chat with Sheila via the Robins Kitchen online chat resulted in a replacement being dispatched via post immediately. A great experience to rememdy an unfortunate situation. Thank you for being awesome Sheila. :) Show details
I had ordered a few items online and when they arrived I received 2 plates that had been damaged during transit. I emailed Robins Kitchen as soon as I realised and I had Victoria reach out to me to arrange replacements. I couldn’t be more thankful for her understanding and help. Again a HUGE Thankyou to Victoria, you made this process so easy and I am very grateful. Show details
Baccarat The Barista Froth Milk Frothe very nice product and staff Razelle are very helpful to all my inquiry I definitely will purchase again. Show details
When I received my ordered slow cooker from Robins Kitchen last week, the ceramic bowl was badly broken. No doubt this was broken by rough handling once boxed at some stage of pick up and delivery. I emailed Robins Kitchen to advise what had happened and sent photos. Razelle replied letting me know a replacement slow cooker was on its way. In just a few days I now have my new one. Thank you Razelle for your excellent customer service! Show details
Unfortunately a glass canister was chipped & slightly damaged in transit. The lovely Victoria arranged for the item to be replaced and sent to me. Thank you for the wonderful service Victoria!
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Mary from Baccarat support was fantastic and quickly resolved my issue. Great customer service and very polite and helpful. 2 of my Barista Cafe mugs had water in between the glass and the heat resistant glass - Mary was able to help me get 2 replacements directly from the Baccarat chat. Saved me a phone call and in person visit to the store. 10 stars if possible. Show details
I am happy with the way Razelle handled my issue. Thanks so much Jo
Latest follow-ups
My ice cream scoop broke at the handle. Mark was very helpful in resolving the issue quickly. He was quick to communicate to me that a replacement is on the way. Good after sales service.Would recommenn Robins Kitchens to my friends. Show details
Follow-up · Replaced item much better,works very well. Feels better quality.
Positive reviews
Sent a request online for a default in a Nook frypan that I had recently purchased which was quick and easy to complete. Then received a lovely email from Razelle, understanding my concern and promptly issuing a replacement. The matter has been handed very easily and professionally.
I recently ordered an electric product from Robins Kitchen. When it arrived broken I sent a photo to the company and they immediately organised a replacement. I was very impressed with their service and how easily they made the whole process. I was helped by Van. I would definitely recommend this company. Show details
Had a problem with a latte glass having water get in the double wall due to the bottom of the glass having a hole in it. Mark was very helpful on the online chat and promptly organised and sent out two new glasses at no charge.
Negative reviews
Useless customer service. Went in store - advised to order click and collect - can’t get voucher to work - spent over half an hour waiting for live chat without response. They’ve wasted so much of my time today
Store policies – If you are exchanging cookware that is damaged for example a cook pot make sure you bring the lid as they will send you home to get it even though they can easily just replace the bottom part ( pot )that was damaged and put the new lid on the damaged one it’s simple common sense but instead they prefer to waste your time and money I’m extremely… Read more
disappointed with Robins Kitchen they should take a good hard look at there store policies I will not be shopping here again through there incompetence they have lost a good customer.
Abhorrent return policy – Worst store! Awful customer service, too!!! I purchased a knife set, supposedly on sale. We had not even left the store. My husband called and I told him of the purchase, he looked it up online and noticed that it was a further $100 cheaper. I enquired and they told me they couldn’t do anything and couldn’t refund my purchase. I had to ask about… Read more
their credit policy. I then returned my goods right then, received a credit, which I applied instantly online via phone, for the same item, whilst in their store, not having left the store at all. It was also shipped, for free!!! Absolutely ridiculous. Will never, ever buy from them, ever again!!! Always on sale. What a lie!!!
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Recent reviews
I don't normally like Robin's Kitchen or buy from there but I bought the Baccarat Multicooker as they are the best. The one that was delivered had scratches and scuffs. Razelle sorted a replacement with no hassles and speedy delivery. Thank you so much, Razelle! … Read more
https://www.robinskitchen.com.au/products/baccarat-the-smart-chef-pro-multicooker-ii-8l-black I had a Baccarat Multicooker previously which was fantastic prior to the seal wearing out. The staff in store told me that they did not sell replacement seals. Turns out they actually do. So I purchased another brand which turned out to be crummy in comparison to the Baccarat. I would suggest if a sales person is unsure about product details they do some research before leading customers astray.
Really good experience with Robins Kitchen. I had an issue with my knife block and contacted their customer service. Robert got back to me quickly, explained the situation clearly, and gave helpful advice on how to avoid similar issues in the future. What I appreciated most was how easy they made the process, he arranged a replacement without… Read more
any hassle and kept things simple and straightforward.
Great service and communication. Thanks again, Robert!
The above rating is only for the customer service recieved from Razelle from the online team. She managed to help me in obtaining a credit for a faulty item when the store representatives in halls head didnt even want to help. Show details
Fantastic customer service! I reached out to Robin's Kitchen regarding an expired voucher and Mark was unbelievably kind and helpful. They did not hesitate to help me and were very understanding of the situation. Mark completely exceeded my expectations and worked to extend my voucher so that I could still use it. I am so grateful to Mark and the team, this gesture made such a huge difference to me and made me feel truly valued. Show details
I had a knife set break, I contacted robins kitchen through their live chat function. The knife set came with a lifetime warranty. I spoke with a man named Mark, he was extremely helpful and sent out a replacement set. Great customer service. Thanks to Mark.
Excellent service from MaryDa. One of my mixing bowls arrived cracked, but MaryDa responded promptly to my email and ordered a replacement straight away. The replacement arrived very quickly! I love the products they offer - some of them are hard to find in Australia, such as Mason Cash bowls. Great customer service and a fantastic range of products.
Mark was fantastic. Although the initial response from Robins Kitchen took over a week, (started to worry the warranty enquiry hadn’t gone through), I was pleasantly surprised that Mark replied and was efficient with replacing our Baccarat Ice Cube Maker.
I received a damaged dish from Robin's Kitchen. Damage caused in tranist. A replacement was arranged by Sheen who was wonderful in assisting from the very beginning. Thanks Sheen
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