1,601 reviews
AI reviews summary
Pros
Verdict
Overall sentiment toward Baccarat is overwhelmingly positive, driven largely by standout customer service and reliable warranty support. While a small number of customers experienced product defects or initial challenges with product performance, the efficient handling of replacements and warranty claims by support representatives has successfully maintained strong customer loyalty.
I had an enquiry regarding rotating chrome basket for a Baccarat Air Fryer Oven recently purchased. Van was very prompt and helpful with a response. Unfortunately, such an item isn't available as an accessory for the model I have. Yet it looks like it has provision for one on the inside of it. Very pleased with the purchase so far and certain… Read more
foods come out crispier with this one than my previous (non Baccarat) air fryer which failed 1 month after the end of it's warranty period.
I've always enjoyed the Baccarat product range in my kitchen. Recently I had an issue with a beautiful lasagne dish that I received for Mothers day, which Baccarat kindly replaced. The customer service from Sheen was 5 stars! Thank you guys! keep up the good work! Show details
Michelle was very helpful with the warranty replacement for the 26cm fry pan. We did not have the receipt but the transaction record was sufficient for the warranty. Thank you, Michelle, very good service. Show details
Reviews with attachments
I bought the Baccarat Ultimate breadmaker machine which after about six months developed an electrical problem which tripped off the house power when the bake mode commenced. Fortunately, I was attended to by 'Razelle' who took me step by step through a confirmation of the fault claimed. And I provided a couple of videos of my breadmaker tripping… Read more
off the power and also cutting the cord for proof as well. Razelle then okayed a replacement bread machine to be sent out to me. Thank you Baccarat for standing by your product. I am very impressed happy customer and to Razelle thankyou for your prompt replies and attention through the process. \(^ヮ^)/
I would like to thank Nezi customer service person for Baccarat Australia I had a fault with my airfryer and right from the start I was treated with kindness respect patience and encouragement a rarity these days! I'm an elderly age pensioner with limited funds and minimal computer skills but was still treated with the utmost care I won't… Read more · 1
forget this kindness and will be sharing my experience dealing with Baccarat Australia and recommending them to all my friends for their exceptional work ethics and integrity ❤️ NANA Linda Sweeney Ballarat Victoria
I bought a toaster and it stopped working it was out of warranty but I thought I would email the company. The service by Razelle was exceptional my toaster was replaced after a few checks video of not working and xutting the cord for proof as well. Thank you Baccarat for standing by your product I am very impressed happy customer and to Razelle for the prompt replies and service through the process. Maxine Christopher Show details
Thank you Victoria in customer service for sorting out my leaking frying pan. After seeing the pictures and videos of my pan, she organised a replacement straight away. Again, thank you Victoria Show details
Sadly Australia Post are the worst delivery company. A beautiful tray I bought for my daughters birthday party was smashed by a driver who threw the box over the fence.
Purchased the Baccarat Id3 knife sharpener a couple of years ago. Probably used it no more than a dozen times when I noticed it wasn’t sharpening the knives any more. Stated on the box that it had a lifetime guarantee. So contacted Baccarat customer service via website explaining that the sharpener wasn’t working any longer. I got a prompt reply… Read more
requesting photos which I provided. Then I got the expected response of “please supply proof of purchase”. I explained that I had no proof of purchase in the form of a receipt but I had provided them photos which should prove ownership. There goes the lifetime guarantee. Who keeps receipts for years for a relatively inexpensive product which means the lifetime guarantee is worthless. UPDATE Baccarat has now advised they will provide me with a new sharpener as a one time courtesy replacement. They still insist that proof of purchase is required which renders a lifetime guarantee useless. Photo proof should be enough for relatively inexpensive products.
I recently had an issue with my Baccarat The Ultimate Fry XL Air Fryer & Oven, which had been a great appliance in our home — reliable, easy to use, and perfect for everyday cooking. When it unexpectedly started tripping the circuit breaker, I reached out to customer support and was assisted by Angeli. Her service was exceptional. She was prompt,… Read more
professional, and genuinely caring throughout the entire process. Angeli guided me clearly, ensured safety first, and organised a replacement quickly and smoothly. The whole experience showed how strong and dependable Baccarat’s warranty support is.
Because of this excellent customer service, I will confidently continue buying Baccarat products. Thank you, Angeli, for your outstanding assistance — truly deserving of a five‑star review.
Mark gave an outstanding customer service to replace a knife from our set that had snapped while cooking.
I would like to share my experience dealing with Baccarat. I reached out because unfortunately I had a huge kitchen fire and wanted to replace my knife block and couldn’t find just the knife block for sale anywhere. Mark from Baccarat has offered to replace it. I am so grateful. Did not expect that! I also lost my spice rack and large Baccarat frypan, but those are easy to replace. Thank you so much Mark. Over and above
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⭐️⭐️⭐️⭐️⭐️ I’ve purchased many products from Baccarat, including their full range of frying pans and pots in different sizes, and I’ve been extremely happy with all of them. One of my frying pans, which came with a lifetime warranty, developed a small issue after about two years. I contacted the Baccarat team, and they handled everything so… Read more
smoothly and sent me a brand-new replacement.
A big thank you to the customer support team, especially Mark, for the excellent service and for standing behind your products. It really makes a difference knowing that a brand honours its warranty even years after purchase.
Very happy customer — see you again for my next purchase!
Fantastic customer service from Kenneth. Ordered some ceramic jugs and canisters, they were significantly damaged by the delivery person. Asked if baccarat could replace, quick email response, had sent some photos of the Brocken things and now the replacements are on the way. Couldn’t be happier ☺️ Show details
Baccarat 18lt rice cooker failed within 6months, emailed the issue and have had a replacement sent out within a week, the unit itself had been great and unfortunately sometimes electrical products fail due to no fault of the supplier, the replacement process was simple and Angeli the representative i dealt with was prompt in her responses and made the process hassel free Show details
I had a small issue with my air fryer, but the customer service team at Baccarat was incredibly helpful and resolved my problem immediately. A special thank you to Maryda, who was extremely kind, polite and helpful throughout the whole process. The customer service I received was excellent, and I really appreciate how quickly and professionally my issue was handled. Highly recommend Baccarat for their great customer service! Show details
I had an issue with my brand-new, unopened Baccarat air fryer, so I contacted Baccarat customer support. Sheen handled my warranty claim quickly, professionally, and with great kindness. The whole process was smooth and stress-free. I'd like to thank Sheen once again for the outstanding customer service. Because of this positive experience, I'll definitely continue to choose Baccarat products in the future. Thank you again, Sheen!
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I would like to thank Baccarat and Mary in particular regarding my Baccarat pots for reviewing and fixing the issue I had with the pots in particular Mary you were very helpful and understanding my issue and also for keeping in contact with me with regular updates until the issue was fixed. Mary thanks to you this has given me faith back in your… Read more
great customer service and I will continue to be a customer of Baccarat goods in the future. Regards Willy
Latest follow-ups
Food processor was problematic right from the word go. The original bowl and lid did not fit, Robert was fantastic with email communication and organised a replacement. This was greatly appreciated and I looked forward to finally being able to use… Read more
the processor, however while the new bowl and lid fit perfectly, it was a waste of time as the appliance itself did not work.
Follow-up · The packaging was as you expect from a new appliance, undamaged and packed well. I cannot comment as to what the fault was or where it was, I just know it didn’t work, the bowl didn’t fit. The replacement bowl that I received worked for the entire few seconds that the unit was operational but then it never worked again.
Robert went over and above to help with an Artisan Knife missing from a block. He was very knowledgeable and took no time in getting a replacement . I will definitely purchase from Robert again as the services was amazing. Many thanks again for your expertise. Maureen
Follow-up · The price which included delivery was very good for an excellent product And the delivery was very quick and wrapped very well. I wouldn’t hesitate to buy Baccarat products again when needed
Thank you Robert for going out of your way to find me a cord for my coffee grinder.
Follow-up · The cord was not easy to find as I still have not found it. The cord Robert sent was a newer version he was unable to find the one to fit my grinder. I have not been able to find it online yet.
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Positive reviews
Will continue to purchase baccarat due to the great customer service. Working with Maryda has been exceptional and highly recommend baccarat to anyone looking for kitchen products
I’m very happy with the customer service I received. Mark was extremely helpful, friendly and quick to assist with organising a replacement. I really appreciated how smoothly the process was handled and would definitely recommend the brand based on my experience.
Mark has been helpful. I bought a Baccarat air fryer which worked perfectly. But for some reasons, I had issues with its drawer and tray. So, I contacted customer service. And Mark instantly helped with replacement.
Negative reviews
All 4 slices toasted unevenly. Top of toast on 1 side very dark & very blond at bottom. Other side hardly toasted at all. Tried different settings. Still same. Contacted customer service by phone. On hold 15 minutes then was told to ring back & was disconnected. Rang early next day & got hold of a person who took the details & said would email a warranty document. 3 days later, still waiting.
My toastie/sandwich press was faulty. I contacted the company, sent photos, received a number for the job. Nothing Happened. If not for Mark replying to my follow up emails, it would still be on ‘hold’. Thank you Mark. There should be more workers like you. Show details
5 stars for customer service. Maryda was/is unbelievably helpful. I could not ask for any better support & assistance. However, only 1 star for multicooker pro. Some of the pre-set cook times are programmed incorrectly. The manual gives absolute basics, insufficient information on how to use let alone the more complex detail. Maryda was able to… Read more
organise a replacement, but so far the 2nd one is the same as first. Programmed time for porridge is 30 mins & cant go lower than 25 mins (time should be 5-7 mins) so cant pre-set to be ready in morning. Google & social media has become my best friend, but what should be quick & easy isn't as I have to try & work things out. A positive - yoghurt & risotto is great!
Recent reviews
I purchased a Nook casserole dish from one of the House shops (who sell mostly Baccarat products). After 2 months or so, a very tiny dot appeared at the bottom of the casserole. I thought it was a bit of food but on close inspection I notice that it was the ?coating?enamel, I don't know what are they coating with, the dot was the size of a pin… Read more
dot. I emailed Baccarat and Robert very helpful and efficiently, asked me to send pics of the dish, inside and outside, the kind of stove I use. They approved my claim and sent a new casserole. Unfortunately, the new one had a small line, less than one centimeter long on the wall of the dish (inside). I emailed Baccarat and sent photos and again Robert was amazing. He sent the photos to the team who inspect the faults and then he said that the best thing to do was to issue a gift voucher to purchase one at House and he was going to send me a return label so I could post the faulty one. Today I received the gift voucher. THANK YOU BACCARAT AND SPECIAL THANK YOU TO ROBERT! Attached are two photos, one of each of the dishes. The first one is the one with the dot and the second with the small line on the side.
Why is it that when you contact any company with a problem you receive the same very generic reply saying they are sorry and please be patient. Same old same old scripted reply. Was given a Baccarat Iconix kitchen shears for a present. On first use and only use they are absolutely awful. Do not cut only chew the chicken or meat. Not at all sharp… Read more
and the serrated edge is on the top outside which makes me believe they are faulty. Reached out to Baccarat and was told they needed the receipt. They are not able to do anything without it. Unfortunately because they were a gift i cant get it. I don't want to tell my friend and upset her. Do not understand. I am not asking for a refund but a replacement!! Something that is usable. I have sent them photos as originally requested. WHY when i had already told them i did not have the receipt. What a waste of time as they are not willing to help at all. They supposedly have a lifetime guarantee.!! Do not purchase from this disreputable company if you want quality and great customer service. Was so upset with the disgraceful service i asked my friend for her c/c statement which proved the purchase. Baccarat did send me a replacement but unfortunately they are no better than the original pair. I contacted them again and now they want me to send a video. Save yourself the extreme frustration and many many emails which they take days to reply and buy yourself a pair of Japanese shears which are wonderful. Cut meat, poultry and gristle suberbly. So very disappointed with this Australian company and its excuses.
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