MINIMARU — Local services in Melbourne

If you have purchased items from this store, ensure you are totally happy with it as it is difficult to get a full refund. I bought a wok which surprisingly turned out to be a deep fryer iron wok and unknowingly, I used it to fry eggs then thinking I hadn’t washed it properly, I went to use a dishwasher. No instructions came with it. I went back to the store and I had to explain what happened in detail and then I was offered a discount credit instead of a full refund. Ultimately, I was given a full credit after much persuasion and bought a clay pot to use up my credit. The first customer service lady who we first spoke to wasn’t helpful and wasn’t apologetic at all and was just standing there when I wanted to check if the clay pot was in a new condition and I struggled to put the pot back into the box. The male salesperson who we dealt with was fine and apologetic. I completely understand that they are a small business speciality store but misusing the wok was not my intention at all and it has caused me much inconvenience. Would certainly want customers to be aware that their refund policy is not easy and customer service is totally dependent on...

Dear Owner

I have been a loyal customer and have purchased many items from your store over the years. However, my recent experience has left me quite disappointed.

I bought a $190 wok and followed the seasoning instructions provided in the manual. Unfortunately, after seasoning, I noticed numerous irregular burn marks and scratches on the inside. Concerned about its condition, I returned to the store less than three hours after my purchase.

On that day, the staff informed me that refunds were not possible, but I could exchange the wok for another one. I was told I would need to pay the difference if the new wok cost more than $190. I chose a second wok priced at $200, expecting to pay only the $10 difference. However, I was unexpectedly charged the full $200 for the second wok, and the first wok was taken back by the store.

Regrettably, I did not double-check the transaction that day, as I was in a hurry to get home. As a result, I ended up paying nearly $400 for a single wok.

I would appreciate your assistance in resolving this matter. Thank you for your attention to my...

I was given a Deba knife from minimaru for Christmas. These are fish boning knives that are not much good to me. I went back immediately after Christmas to exchange the knife for a santoku knife and they were closed until new year. I returned as soon as the store reopened and was surprised at how rude the shop assistant was. First she accused me if having used the knife which I did not. When I pointed out that the knife hadn't been used she then said it was too late to return it. When I politely objected she cut me off mid sentence that I could not return it. I insisted and she went to the manager who refused a refund and agreed to an exchange. Which I did and ended up paying $50.00 more for another knife. Rude and poor service which I found very disappointing as I had been polite in my approach and all of this could have been avoided if they hadn't been so unhelpful. And they got an extra 50 bucks out of it. Dissapointing to...