1,540 reviews
AI reviews summary
Baccarat’s recent feedback is overwhelmingly positive, primarily driven by a highly responsive and professional customer service team. While some users reported quality issues such as peeling coatings, loose handles, or items damaged during transit, the brand consistently resolves these problems through its warranty and "lifetime guarantee" programs. The speed of communication and the ease of obtaining replacements are the defining characteristics of the current customer experience.
Pros
- Exceptional Warranty Support: The company frequently honours its lifetime guarantee, often providing replacements for items that are years old or even when the customer lacks a proof of purchase.
- Rapid Response Times: Support staff are noted for responding to enquiries and resolving claims within 24 to 48 hours, with many replacements arriving just days after the initial contact.
- Professional Staff: Specific team members (notably Mark, Victoria, Robert, and Razelle) are repeatedly praised for their empathy, clear communication, and "no-fuss" approach to problem-solving.
- Goodwill Gestures: The service team often goes beyond basic requirements, providing free spare parts for out-of-warranty items or including complimentary gifts with replacement orders.
Cons
- Manufacturing Defects: Recurring reports indicate issues with non-stick coatings peeling or sticking within a year, loose rivets on handles, and glass lids occasionally shattering.
- Packaging Vulnerabilities: Multiple reviews mention items arriving broken or chipped, suggesting that heavy stoneware and glass items may require more robust protective packaging for transit.
- Product Manual Deficiencies: Some electronic appliances, such as multicookers and air fryers, are noted for having vague or incorrect instructions regarding pre-set times and specific functions.
- Induction Compatibility Issues: A segment of users reported that certain ranges (like the Nook series) perform poorly on induction cooktops, failing to reach high temperatures despite being marketed as compatible.
Verdict
Baccarat is a strong choice for consumers who value long-term after-sales support and a reliable warranty. While some products may develop physical or technical faults over time, the brand’s efficient and generous replacement policy effectively mitigates the risk of purchase.
Thank you, thank you so much Van! Your prompt customer service was exceptional. The replacement double wall coffee mug arrived so so quickly. Much much appreciated! Regards M S Tidswell
Razelle provided excellent customer service. Our air fryer was not working properly and she provided a replacement promptly. It was very easy dealing with Razelle.
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!
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.
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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
I have only had this air fryer for 10 months and this week when I gently pulled out the tray, the plastic handle cracked off and brought the aluminium front cover with it. The plastic attachment was completely ruined and is irreparable. I can’t believe any manufacturer would use such cheap plastic fittings on a product like this. This air fryer is now unusable for me. I won’t be buying anything from this brand again. Show details
When opening my new set of ROCK pots and pans, I noticed that one of the large deep pans has been crushed and out of shape. I contacted Customer Support and Robert immediately replaced my item within a week of me making contact. This gesture not only proves BACCARAT’s promise of LIFETIME GUARANTEES, but displays a loyal commitment to all their customers. I would definitely purchase again. Thank you Robert. Show details
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.
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I bought 2 Baccarat Stonex 20cm frypans. Worst frypan I have ever purchased. Everything stuck from day one….even after doing the remediation reseasoning. Do not buy this!
I inherited a Baccarat pressure cooker with no instructions on how to use but Mark from your team kindly took the time and found correct instructions for item and emailed them to me. Thank you.
Mark from the team was excellent with helping us through the process of replacing our frypan under warranty. Highly recommend.
My knife snapped unexpectedly and after having a horrible experience at the shop i bought it from i thought id reach out to Baccarat directly. I’m pleased to say that it was the most pleasant straight forward experience all thanks to Mark, he handled the issue promptly and with the most professional service i could imagine. Thank you!
I recently had the pleasure of dealing with Maryda from the Baccarat customer service team after a spare part on one of our pieces broke. From the very first point of contact, Maryda was an absolute pleasure to deal with — her communication was clear, prompt, and genuinely warm throughout the entire process. Not only did she resolve the issue… Read more
quickly, but she also arranged a complimentary replacement part, which was such a thoughtful and generous outcome. It’s rare to receive this level of care and attentiveness, and it truly made a stressful situation so much easier. Thank you, Maryda — your professionalism and kindness are a real asset to the Baccarat team. Highly recommend reaching out to customer service with confidence!
Latest follow-ups
I got a Baccarat Rock frying pan in 2018 and used it weekly during all these years. I love how easy it is to cook on the cookstove and then transfer the pan into the oven for further cooking. Perfect when you cook a frittata for example. No need to… Read more
turn it, and the result is always perfect. Food doesn’t stick to the bottom, the heat distributes evenly, it’s very easy to clean and it’s durable.
Recently, I noticed that the sticking coat was a little damaged in the middle and I was afraid about the safety of the pan. I emailed the company and talked to Van, who was very helpful and professional and offered me a replacement. The new pan arrived promptly with Australia Post, and I’m sure I will spend many more years enjoying this beautiful product.
Thanks again to Van for all her help, and I can’t recommend Baccarat Rock cookware enough. Definitely worth the price.
Follow-up · One piece (frying pan) was replaced. I don't use oven temperatures higher than 200 degrees, but the frying pan is suitable for use in the oven till a maximum of 220 degrees (no glass lid). When a replacement was offered, I didn't need to send back the old frying pan. The new one was sent for free directly to my home.
We purchased our baccarat pizza oven was the best thing now we can cook our pizzas in home not out in the cold Show details · 1
Follow-up · Still going strong love our pizzas in real quick time and its a money saver fresh hot at home ty baccarat
I purchased a muti function air fryer which sadly failed ,I contacted Bacarrat hoping that they may help me on the price of a replacement as it was out of warranty not only did MARK help he organised a replace HOW HGOOD IS THAT I am very happy with the service received and highly recommend MARK and Baccarat WELL DONE
Follow-up · It developed an electrical problem I emailed Barracat sent them some photos and did not pay a cent for the replacement very happy
In-depth reviews
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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Outstanding Customer Service Experience with Baccarat (and a huge thank you to Mark!) Dealing with warranty issues can often be a frustrating and protracted process, but my experience with Baccarat was the exact opposite—it was seamless, fast, and genuinely pleasant. I contacted Baccarat concerning a defect in one of my premium Baccarat frying… Read more
pans that was still under warranty.
Mark handled my case from start to finish. His professionalism, efficiency, and cheerful demeanor made the entire ordeal effortless. He reviewed my claim quickly, clearly explained the next steps, and confirmed the replacement of the pan without any hesitation or unnecessary back-and-forth. Within a very short period, I received confirmation that the replacement was being shipped.
The new pan arrived promptly and is absolutely perfect.
Mark is truly an asset to the Baccarat team. He demonstrated outstanding commitment to customer satisfaction and turned a minor inconvenience into a reason to be a loyal Baccarat customer for life. If you are ever hesitant about purchasing premium cookware due to potential warranty issues, let my experience reassure you: Baccarat stands firmly behind their products and delivers first-class support.
Thank you, Mark, for providing such a flawless and memorable service experience!
Highly Recommended: 5/5 Stars
ROBERT. I recently reached out to Baccarat regarding an issue with my pressure cooker that I bought from Baccarat a while ago, and I was fortunate to be assisted by Robert. From the outset, his professionalism and dedication were truly impressive. Robert promptly acknowledged my concern and took the initiative to involve the product development… Read more
team to thoroughly assess the issue. Thanks to his swift action and clear communication, the problem was quickly identified as a worn sealing ring—a common wear-and-tear component. He provided a detailed explanation and a practical solution, making the entire process smooth and reassuring.
What stood out most was Robert’s timely responses and genuine commitment to resolving the issue. His support not only addressed my concern efficiently but also reinforced my confidence in Baccarat’s customer service.
It’s rare to encounter such attentive and knowledgeable assistance. Robert exemplifies what excellent customer care should look like, and I’m grateful for his help. I highly recommend Baccarat—not just for their quality products, but for the outstanding people behind them.
Positive reviews
Was put in contact with Mark to assess the warranty claim, he was very professional in his approach to the claim which he relayed on for processing, very happy with the outcome and promptness of the outcome Thankyou Mark
The team at Baccarat were fantastic in giving me the information that I needed to be able to purchase The Whizz & Go 3 in 1Cordless Chopper. I am extremely appreciative for all their help. Show details
Recently i purchased a set of frypans from baccarat as well a 16cm frypan for my induction hotplate. Unfortunately the 16cm one won't work on my hotplate. I contacted VAN via email who has been so helpful in resolving this issue for me and while I won't be able to use the frypan VAN has offered me a refund on the frypan. I will certainly purchase… Read more · 1
from Baccarat again as I cannot fault and particularly Van for sorting out this problem very promptly. Thank you Chris G
Negative reviews
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!
In August 2025 we took advantage of the Baccarat online sale. My wife is a Chef & has always been a fan of Baccarat . Bought several new pots & pans. We've had several warranty issues & claims. Baccarat were responsive & replaced (or offered to replace) all items with issues, but realistically Baccarat is a well respected brand & these… Read more
multiple issues should not have happened in the first place.
Within 1wk of purchase the rivets holding the handles to the pots / pans started loosening causing the handles to move. I contacted Baccarat & they replaced the pots & pans with the issue.
While using the egg poacher the soft rubber outer layer on the poacher handle melted & caught fire. This also was replaced when a claim was made.
Another week or so along, my wife was cooking dinner & the glass lid on the frying pan exploded filling the food with glass fragments. I notified Baccarat. They offered to replace it but I declined, having a several yr old "Kmart" glass lid that fitted & is still used.
A few weeks further on & the glass lid of the poacher exploded. Didn't even bother to notify Baccarat. Had enough of the issues.
6mths down the track & all but 2 of the implements have loose handles.
We have now totally moved away from Baccarat. Will never waste money on it again. Very dissapointed.
No confirmation email no contact number no response to emails it’s been 6 days I place my order and paid .. no confirmation whatsoever and impossible to talk to anyone there is no phone number .. so frustrating ..
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