Victoria's Basement

I recently received a Bialetti Caffettiera as a birthday gift, only to discover upon opening the box that an essential component — the piece required to load the coffee — was missing, rendering the entire product completely unusable. As I did not have a receipt, given that the item was a gift, I explained my predicament to the in-store staff,… Read more

hoping that a little common sense and understanding would prevail.

I was not seeking a refund or anything unreasonable, simply a replacement for what was clearly an incomplete product. I would have thought that a defective or incomplete item could be returned to the manufacturer through the retailer's usual processes.

Unfortunately, no such consideration was forthcoming, even though the item had been carefully wrapped in the their own paper.

What should have been a straightforward customer service matter became an unnecessarily disappointing experience. I found the lack of flexibility, understanding and willingness to assist particularly frustrating.

Retailers frequently express concern about customers moving towards online shopping, yet experiences such as this make it increasingly difficult to justify shopping in-store.

You would think that one of the greatest advantages of shopping in person should be the opportunity to speak with someone who can exercise a little discretion, offer practical assistance and provide genuine customer service. Not forthcoming. Mr Efficient supervisor approached the transaction with an official looking piece of paperwork. Why bother, when you are only going to decline the request anyway?

When that basic level of service is absent, one has to wonder what incentive remains to support traditional retail.

A little goodwill would have gone a long way. Instead, this experience has left me extremely disappointed.

Good luck folks, you can be the next DJ’s.

Such a treasure trove of a store. So many wonderful items to choose from as gifts or for oneself. I had a great time selecting many products and they were all delivered carefully packaged. Highly recommend

I ordered a large amount of porcelain. The prices were good. The order was posted quickly. They used Australia Post, which I find far better than some of the dodgy couriers out there. The tracking was easy and accurate. The order arrived on time. The order had been exceptionally well packed and all my porcelain is intact. I am very satisfied with… Read more

Victoria's Basement. This is starting to sound like a paid advertisement, but it is not. After I had placed my order, I had a look at the reviews on Product Review and there were a lot of negative reviews. My experience was entirely positive.

Just bought a Tefal Pizza Airfryer via Victoria's Basement it was an amazing price and is an amazing product. I call it my personal Jetsons Air Fryer from the 22nd Century. Frozen Pizza from Air Fryer to table ready to serve in 8 minutes. Sausage Rolls in a hot Australian Summer in 14 minutes the pastry flaky, golden brown and delicious. This air… Read more

fryer has a sizeable foot print so you can cook a whole kilogram of fries for the family or 8 crumbed chicked legs. Its amazing and Ive gotta say its like entering the 22nd Century so ahead of its time. Arrived well packaged from Victoria's Basement a big big thank you to them.

Wouldn't waste your time with buying online from them, I purchased wrong wine glasses, cost $12 to have delivered. Cost nearly $50 send back for exchange, more than the wine glasses cost. Were not helpful and did not care. I was hoping to purchase more of the complete set of right glasses, but will not buy here again, waste of money. Show details

Brisbane City Store - great range of products but the staff need some serious communication and customer service improvements. No clear communication as to why they were serving someone coming from the exit end when I was standing ready to be served - when the person behind then went ahead of me as well I queried this and was to made to feel that… Read more

I was the one with the problem by both the customer and the service attendant. Security person could only point at bags he wanted open. Left wishing I had not spent any money in there at the end.

Terrible Store - QVB. Messy. Poor attitude & very unhappy, unpleasant staff. Not a pleasant experience at all. They don’t care about the customers at all! Attitude - always comes from the top! They have policies that favour online & discriminate against in-store customers. Retail standards at this store are the lowest I’ve ever experienced. Show details

I visited the store in Alexandria yesterday. Very bad service - staff giving inaccurate information, not interested in customers. The store is badly organised - often there are no prices displayed, and pathways are blocked by trolleys. I left the store without purchasing after waiting a few minutes at the counter while the salesperson chatted… Read more

casually with another staff member and ignored me while I waited to pay. Avoid the shopping at the Victoria Basement in Alexandria!

Bought a 28cm stick pot. Used it once to boil water for pasta and it got about three 5c coin sized white micro pitted spots on the bottom. I was told by Victoria’s basement that perhaps if you salt into cold water this can happen on certain steels. I just said have had many pots from KMART up and been cooking for 30 years and no pot has ever done… Read more

this. Sure after 5 years you might get some light mild rust spots or whatever. Stainless steal has a name for a reason I pointed out.

It’s just poor quality and Victoria’s Basement need to ditch that supplier. After some debate the store did change it. My position was there is no stainless steel pot on the planet which should tarnish in a non cleanable way after one use to boil water! They didn’t agree it’s faulty.

Also at first they said I had to go back to the store I bought it from. I pointed out that is not their published policy! Very disappointing attempted fob off.

The staff member disagreed with me but was polite and in the end grated my request and all three stars are for that.

*** The replacement did the same thing. What’s to say of a pot that can’t boil water with salt for pasta without getting damaged ****

Purchased from Victorias Basement on line Scanpan - Satin 18/10 Stainless Steel Induction Chef's Pan with Lid 32cm × 1 $119.00 They have the same pan advertised for $89.00 Scanpan – Satin 18/10 Stainless Steel Induction Chef’s Pan with Lid 32cm BASEMENT PRICESAVE 63%RRP$239.95 $89.00 I emailed 3 times no response I rang them and was told "prices… Read more

change all the time" They would not refund the over charge. RUDE do not value loyal customers I have spent a lot of money with them. I will NEVER buy from them again. There are better places to shop for the same money. AVOID!!

Disappointing experience. This was my second purchase from Victoria’s Basement, so I trusted their product descriptions. The cookware was advertised as induction-compatible, but when it arrived, it did not work on an induction cooktop. When I contacted the store, I noticed the website description had been changed, which was concerning. I asked… Read more

for a return postage label so I could return the item and buy the correct induction version, but no reasonable resolution was offered.

Very frustrating, especially as a repeat customer.

AVOID BUYING FROM THEM. I bought two pans advertised as dishwasher safe, but they discoloured after less than a month in the dishwasher. When I asked for a refund, the store refused, claiming it doesn’t affect performance and blaming me for using the dishwasher. They denied all responsibility and offered no credit or solution. Would not recommend.

I chose the dishrack purely because the title advertises “stainless steel.” However, under normal kitchen use it started rusting. When I raised the issue, the response was: “cleaning and drying your dishrack occasionally is required — this product is not a defect.” What a stretch, basically turning false advertising into a customer’s homework… Read more

assignment.

They agreed to a refund after blame-shifting and delivering the ultimate punchline: go buy a plastic/PVC rack.

Ordered two new dinnerware sets and was fairly sceptical due to the prices being much lower than anywhere else. saw some other reviews online that made me a bit nervous about shipping but my order was filled and shipped within two days and arrived in about a week after purchase. everything was packed safely and nothing was broken. the plates… Read more

themselves are nothing to write home about in terms of quality but you get what you pay for and they will be fine for everyday use. Overall I'm pretty happy with my experience and will shop there again

We have had excellent service from Victoria's Basement online store. A query about the delivery time for our order was answered promptly with a callback, and when one of the items in the set of cookware was damaged, the call to request a replacement was also answered immediately. A replacement was secured and arrived a week later. This is admirable service. Show details

Was in the market for a Stanley Rogers 30 cm cast iron pan and the price at Victoria's was the lowest by a fair margin. Was a bit leery of ordering online given the mixed reviews but decided to take a chance. Ordered some glassware too to get the magic 89 total to qualify for free shipping. Very pleasantly surprised to receive all my items in… Read more

three days. Excellent packing, fantastic products at an unbeatable price and speedy shipping - can't ask for more.

I had a great experience with Victoria's basement. Items ordered were at a great price and arrived quickly. Would be happy to recommend to others and do business with them in future.

EXCEPTIONAL SERVICE from Susana and VERY SATISFIED with my purchases. Susana assisted me to ensure the products were available and I was ordering the correct one as I'm not the best with online. Susana was professional, friendly and very helpful. A pleasure to deal with. I would highly recommend Victoria's Basement due to her service. Thank you again. Kind regards, Karen Show details

Went to return a cast iron pan in Aubern , Sydney store . The manager Victor and Devendra were too impolite . They should be trained on how to talk to the customers else the store is going to lose customers . I have seen many reviews before typing this which states that the customer service sucks . I reckon .

Was in the store on Saturday 10th May. I picked up tefal 5 piece cookware and there was 6 boxes stacked on top of each other. And on top was a A4 price Tefal 5 piece set $99. Bargain i think. I go to the counter to purchase my items and this tefal box was scanned $299. I asked the indian girl behind the counter that the price is incorrect. She… Read more

went to the boxes and brings back the A4 price tag, and kindly tells me that it's the Incorrect price display. I told her that I read the price 5 piece tefal set, stain steel and the description is exactly the same. She corrects me saying that the A4 price doesn't have Jamie Oliver while the box does. Then another indian (pregnant) staff member come behind the counter and explains to me that it's the incorrect price tag as she sold the last box, and my reply but the A4 price tag was still displayed on 6 box set. She says she left it there. And there was no other price displayed on the box or around this tefal boxes. So I asked both staff member that I should be getting for the price which was displayed and it's your staff member fault for displaying incorrect price. What surprised me was the blunt NO from the pregnant staff member. NO YOU CANT HAVE FOR $99 ITS $299. I was so embarrassed I left like I child being screamed at. And I hope Victoria Basement can educate their staff about price law from, The Fair Trading law.

Cheap products and bad quality – I have bought a spices storage set for 80 dollars. Needless to say it is super cheap quality and in reality I would not pay more than 25 dollars for that. The set has several issues with lids, they do not close properly and do not attach to the base, so several of them remain open. What a big frustration was for me is that when I unpacked the… Read more

purchase I realise that one jar was missing. I live quite far and going to the store again was not the option, traffic is super bad out there. So I think the store has to bring people better quality of their products (most of the products on their shelves look and feel “chipa-chipa” but cost pretty much a lot. They also need to check inside before put a sticky tapes on boxes if the product is ok. Not coming back.

Not very happy Jan – Seems Victoria's Basement is misbehaving! I have purchased two Heston Blumenthal kitchen scales a little under a year apart. I neglected to save the paperwork for the first purchase so I could not claim on the fifteen year warranty, they failed under twelve months. I replaced the first purchase with an identical Heston Blumenthal scale. These… Read more

failed in under twelve months. I have kept the purchase details. The last purchase was returned to Victoria's Basement via Australia Post $19.00. Negotiations commenced early January '25 and a refund was agreed upon. I believe the request has gone to the accounts dept. however no communication in over a month. I have sent another email for attention to this matter today

OUTSTANDING service – I purchase a Paella Pan just before Xmas 2024. Phoned before i ordered with the suggestion it may not arrive in time.Package arrived just in when in fact I didnt expect it. Used the pan and found some small blemishes on the base. Emailed with some photos to VB asking for their advice and thoughts. They immediately offered to send a new Pan at… Read more

their expense without question. Beyond my expectations. They are a trusted business. Congrats to the online team

Beware Shopping Online – Item wasn't delivered after 2 weeks so had to follow up with a phone call. Was told that the item was out of stock and would be refunded. Another week later, no refund so followed up with another call and was told that refunds can take 7 to 10 working days. Waited 14days and had to dispute the payment with Afterpay to get the refund.