Kitchen Warehouse Box Hill — Local services in Melbourne

Returning a instant hot water dispenser I bought online that only got it delivered 2 days ago. Just opened up the box and had a read of the manual placed on the top of the package, and found out the function of the water dispenser is not as described as on their website, especially missing the function I wanted. I decided to return without didn't even pull the whole machine out. Went to the store, they took out the whole machine out, and said I cannot return because there is water on the plastic package. I explained to the staff who served me that I didn't know about the water, it might be the delivery guy left the box at front door and it was raining. Another old lady from next counter who was not serving me jumped over and yelled at me rudely "COME ON! LET'S JUST BEING HONEST, YOU HAVE USED IT. DID YOU LEFT IT OUT OF THE RAIN?". She literally accused me being a liar without listening and knowing the whole story. Even the products is not in a good condition, I don't think yell at customer is something you should do. Store manager passed by and took a look, said no return and walked away without any caring and investigation. I am not a fool. If I do indeed have used the machine, I would clean it up before retuning. But their poor and rude customer service will never think on the customers side. I was a loyal customer bought many things from this shop before Covid and referred many of my friends to them, apparently the store staffs are not as good as before. Will never ever visit this...

Zero after-sales customer service. They are either totally ignorant when it comes to warranty, or can't be bothered once money is in their pocket. I contacted their Head Office for replacement of a malfunctioned item that I purchased from them online, which according to the brand's website, I can request for a new item. I had checked with their Head Office prior to coming in-store and was told all ok for a replacement. Once in, the staff on-site at Box Hill were extremely unhelpful and borderline rude, implying that we "broke the item". They refused to honour the warranty and we wasted our time coming in-store, even when we showed them we had spoken to their Head Office on top of what is stated on the brand's website. I left my number for them to do their research and get back to me later. However, they absolutely did not check with the brand (which is not a surprise considering how unprofessional they seemed in store) as they got back to me with another refusal after 2 days, stating my purchase is no longer covered under warranty. WHICH IS NOT TRUE!! I had to reach out to the brand directly myself, and the brand then confirmed I am still qualified for a replacement, which has now been sent to me. From my experience, staff here is clueless when it comes to after-sales support, or they just don't wanna do their job right due to...

I've been a customer of the Box Hill store for awhile now but will not be going back after my last visit! I had bought a Frank Green coffee cup online but it was cracked when it was delivered to me. I went to the store to ask for an exchange but they did not have any left in stock. This was understandable given the Christmas period, however they said I either had to wait for them to restock and come back to the store again to get an exchange, or arrange for another replacement to be delivered but I will have to pay a delivery fee. I find it absolutely appalling that I have to go out of my way, or pay more, to replace a faulty product. This is terrible customer service and I will not be shopping at Kitchen...