Robins Kitchen

Wonderful help from Lan in-store. We bought a product from the online store but had terrible trouble with them when a problem developed. Lan in the Balgowlah store was incredibly helpful. She took up our problem with the online store division and made sure that we were no longer inconvenienced. Nothing was too much trouble for her and she went way beyond what we expected.

the worst customer service, unbelievable bad behaviouri bought two saucepans last week, after i came back home, I realised they sold me the wrong one accidently, When i asked them to changed them because of their mistake, They told me the things I wanted has sold out. and then they didn't refund my money!And they didn't accept, it was their foultI went back to the store just one day after my purchased time!!!!

No longer accepts legal tender in the form of cash. Was going to buy about $100 worth of stuff but I really don't and can't support cashless buisnesses. Is that legal? I heard it wasn't.

The service at the store was ok, but ive bought 2 products that arent cheap from here (one being an expensive pan set and the other a decanter). The pan set was said to be non scratch but within the first 2 weeks it was damaged and the decanter had a chip in the top of it which was sharp straight out of the box.Since there is no return policy I am stuck with a faulty product that i havent used and the other hasnt met the praise and title that it was advertised for.

Beware of the Baccarat products. They're marketed well, with premium looking packaging with high price tag but always heavily discounted with 'promotional discounts'. However, from my experience these products are far from premium. We've had a wooden knife block and wooden chopping board, start to split very early in life. A baking tray where the enamel coating has flaked away after not that many uses and a saucepan with coating starting to wear within a couple of years use. Better off spending more on actual quality/European products, not these items which all seem to have been made in China.

DO NOT SHOP HERE - especially if you see an assistant called Sandy, she should not be working in customer service. Super rude, says mean things in front of other customers when she doesn't agree with you, rolls her eyes and generally acts like a child rather than a professional. I was mortified and embarrassed when she kept saying rudely to me Do your bloody research next time" loudly and in front of other customers - even as I was leaving the store! Also

They don’t take cash.Avoid them.

Terrible customer service. I bought a small egg pan a few weeks ago from the Balgowlah shop and when I got home, noticed the non-stick surface was badly scratched. I finally got the time to go return it last weekend, but the lady told me that she was a casual staff member and didn’t have the authority to process returns. As I was reaching the end of the 30 day returns period, she kindly wrote me a note and assured I could come back the next weekend and they will still process my return.I went back this weekend to process the refund but was told by an extremely rude staff member that they don’t do refunds, only exchanges and store credit. She told me to look around the shop for something I might want to exchange it for, because my pan was less than $25 so she can’t even give me store credit. The shop is currently doing a massive sale as they will close soon for renovations, so a lot of their stock is gone already. There was absolutely nothing that I wanted, but grabbed a reusable coffee cup anyway.When I went to the counter, the lady then told me she can’t process the exchange because she’s a casual staff member. She told me to come back tomorrow because her boss will be here. Outrageous! How many trips do I have to keep making back to the shop, just to get an exchange or refund?!I checked the Robins Kitchen returns policy online on the spot. What she told me is only applicable to change of mind returns. In my situation, I’ve been sold a faulty/damaged product, in which case I’m entitled to a refund. She rudely dismissed me and insisted that her boss can deal with it tomorrow because she is in a rush to close up the shop.A massive pain, but I will return to the shop tomorrow as advised. If they still can’t process this refund, I’m going to Fair Trading NSW! This is no way to do business Robins Kitchen Balgowlah - what a disgrace! I don’t even care about the $10 for the pan. To me, it’s a matter of principle and how to properly treat your customers.

Unfortunately I've just one of the worst customer services experiences. Bought a spiraliser a few weeks ago and was treated well and told I could exchange it if it didn't work for me. Came back today after trying it and not liking just to be told I couldn't exchange it since I tried it once (even though the product is in its original packaging and absolutely just like I bought it). To make things worse, the person serving me just leaves me hanging there and walks off mumbling something. I have no idea where she went and just stand there like an idiot. Someone else starts to serve me and the original person comes back with a carrot just to tell me how stupid I am and that I don't know how to use the product. Seriously, is this customer service? Not in any moment did I say it was faulty, I said it doesn't work for ME! I can understand if they don't want to exchange because the product is not faulty but then they shouldn't lie when trying to sell it. And being gentle and polite in your post sales is essential to keep in business. They need some customer service 101. Stay away, not worth the time!

Even one star is too much! Horrible experience with refund of granite pan! Accused that I scratch unscratchable product (how they advetised)! Customer is for them just idiots and ease way how obtain money from them for product which are poor quality!