ComplaintsforZwilling J.A. Henckels Canada Ltd

• Initial Complaint

  28/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Requested a warranty replacement for the cover/blade portion of a Zwilling Enfinigy Personal blender (****************) in August 2022. Told to send in pictures of the damage, and subsequently to fill out a form and send the part back to their Markham location and wait 4-6 weeks for a replacement. Eventually sent the part back in October 2022 (as I was out of the country for several weeks in between). No response and No replacement came from Zwilling after a couple of months, I finally called in February 6 2023, and was informed by the CS rep that a replacement part had been authorized in December, but "due to IT issues", the item was not sent out. I said I will wait for it in the mail. No replacement was delivered for one week plus, so called back again on February 16 2023, and the CS rep once again confirmed that a replacement part had been authorized, but doesn't understand why it was not sent out. She said she "will investigate" and will "personally call me back". Unsurprisingly, there was no call back. Final call on February 29 2023, where again the CS rep will "escalate it to her back office", and "normally will have a response in 24-48 hours". Hard to see how this is escalation, and I do not expect a response given other similar cases at BBB (and other SNS websites)

  Business response

  29/02/2024

  Contacted the customer on ********** and advised that we had canceled the initial replacement and had entered a new replacement with ref#********. The customer wanted an ETA, I advised them that I cannot confirm the delivery as I do not have that information, I will, however, be following up with the WH to get the information and will revert as soon as I have an update.

  ***** ******

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, we purchased two sets of rose gold cutlery from Zwillings that was marked dishwasher safe and covered by their warranty. A few months after purchasing the items they started to change colour to silver and we sent them back to Zwillings under their warranty process. They were deemed defective and covered under the policy. However, they then informed us that the items are not in stock and that they would be sending us silver cutlery. We told them that we would have zero use for the silver cutlery and that it was not a “like” replacement. And that we would like a different set of rose gold cutlery if possible instead. Further we mentioned that the cutlery that we purchased was showing up as being in stock. They told us that this was not the case and the listing would be removed and that they would only send us silver cutlery and that they deemed the case closed. Fast forward a few months and I also found the same set of cutlery on sale at their website and in store. I emailed them and they said that it is not in stock (* ******* **** **** ** * *** as it is clearly listed as being in stock on their website). Further, I do not believe that they are honouring their warranty in the slightest as the modification is completely different and they were unwilling to providing an item in the same colour which has altered our ability to use it. Our warranty claim # is ref:***************************** *** *** **** ** *** ******* ** ****** *************************************************************************************************************  Thank you so much for all of your help!

  Business response

  05/01/2024

  The case has been brought to our attention, and it has been assigned to an associate who will contact the customer shortly to resolve the matter.

• Initial Complaint

  21/04/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order #************** with Zwilling on March 18/23. After I placed the order they changed the description on the order but not the picture of the product I ordered. I reported this to them on March 20/23 and was assured that I would receive the rest of the products. There were numerous conversations and e-mails about this. Finally on March 28/23 I returned the product for full refund. I sent them proof of delivery on March 30/23 so they did not have to wait for the warehouse to let them know the package has arrived and they could process the refund quickly . They set me an e-mail saying they issued a refund on April 4/23 and when I did not receive that I contacted them again and they send me an e-mail saying they issued it on April 12. It is now April 28/23 and I sill have not received my refund.

  Business response

  05/05/2023

  The customer has been contacted via email and informed of the refund. Refund was processed on April 12th.

  Customer response

  05/05/2023

  Better Business Bureau:
  I have reviewed the response made by the business and find that this resolution is satisfactory to me.
  Sincerely,
  

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased set of ******** knives in 2009 with guaranteed lifetime warranty. Knife handles started splitting after about 10 years of use so took them into a ******** store in July 18, 2022 to have them evaluated. Clerk filled out a warranty replacement form (claim # ****), had me sign, and sent off the knives to a claims department and assured me I would receive my replacements within 3 -4 months. November 2, 2022 I had not received any knives nor a notification that the knives were being sent so I reached out to Zwilling customer service. Was told a replacement had been created and was given a reference number ********* but to allow time for the knives to ship. Dec 2022, still had not received anything. Reached out twice more and was told they were following up on it and to allow some time for a resolution but assured me I would receive them asap. Jan 2023, still nothing. Reached out again, was told replacement still in process due to a system upgrade and inventory count. Complained that it was not adequate excuse for a 6 month delay but was told they were actively following up on it and the knives would be delivered asap. Feb 2023, still no word from them.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I emailed the company on Jan 18/23 to ask how I get my 4 Star ****** bread knife replaced and did not hear from them until Jan 30th. **** ********** *** ********* ****** ** *** ******* ************************  At that time they wanted to know the following: 1. When and where the knife was purchased. 2. Images of the knife highlighting the area of concern. 3. How you use and care (clean) for the item. My response on Jan 30 was as follows: “I have attached the image of the bread knife which has snapped while cutting an ice cream cake. The knife was a gift 25-30 years ago so I don’t have a receipt. You can tell by the handle how well used it is. We hand wash all our ****** knives but have since learned they can also be put in the dishwasher, ** **** ***** We have had all our 4 Star ****** knives for 30 years! The lifetime warranty on this product is outstanding. “ They responded on Jan 31 with: “Kindly note that, unfortunately, the knife is not covered under our warranty as it has passed its warranty period.” My response on Jan 31/23: “Kindly explain how a lifetime warranty passed its expiry? “ They responded: “We have a limited lifetime warranty on all our Zwilling products. The period would be a reasonable period for the expected life of the product, but not to be interpreted as forever. Wear from normal use over the years does not qualify to be covered under warranty.” My response: “And what is the reasonable lifetime warranty that you are going by? *** ******* ** ****** ** ******* ****** ******* ******* * ***** ********** ** *** **** * ********* ********* ***  Please provide an actual number. Eg 1 year, 5 years, 10 years, etc. from date of purchase. A lifetime warranty is a warranty against defects in materials and workmanship that has no time limit to make a claim. It is a hassle-free experience, free from any “fine print” that puts the onus on the buyer for something out of their control. They responded with 30 years warranty which is in our timeframe

• Initial Complaint

  18/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I put an order on their website on Nov 27, 2022. Order number **************. Until now the order is still processing. I called customer service several times in different days and times but all go into the voicemail. **** ****** **** ** ****** Tried to send them the email and all replies are automatically generated saying due to out of stock. But all items are shows in stock at that time.

• Initial Complaint

  18/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I ordered some containers from ****** *** sold and shipped by ZWILLING Canada. The order was placed almost a month ago the products have still not been shipped. Repeated emails from ****** *** and myself, there has been no response as to the delay, if it is delayed or it will never be shipped. They finally send me a tracking number, that is no good as the product has not been shipped, ** ** ************* **** * ******* **** ******** *** ****** ** **** ******* NOT EVEN A COURTICY EMAIL. Very disappointed with them. **** *** ****** ** **** **** **** ***** ****** **** *** ****** *** *******

• Initial Complaint

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order 2022 10 10 ***** ****** ************** Payment received and confirmed same day. Estimated delivery date 2022 10 18 *** informed me that the product was received damaged and that it was being returned to ZWILLING. I have made numerous calls to customer service and I was told that the case was being expedited. I just spoke with a customer service representative. USA informed that I could not choose another product colour but could request a refund. The product I purchased was at the time on sale. The product is no longer in stock. If I want the same product but in a different colour that is in stock. I will have to pay full price. ** *** *** *******, * ** ****** ******** ****** ***** ** **** ** **** ******** ********* ****** ** *** **** ***** * **** *** ** ******** ****** *** * **** ****** **** ** **** ***** ****** * ****** ** **********

• Initial Complaint

  25/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I made an order *********** with ********** on Aug 29 and I waited long and no order shipment yet, so I required a cancellation and Zwilling replied saying: "A cancellation request had been escalated to the back office team as soon as the order is canceled we will revert to you. The cancellation may take longer than usual due to the technical issues we are currently experiencing. " Till now I have not yet received any response back. **** ********

• Initial Complaint

  13/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Knives we're shipped and warranty claim started in March/april of 2022. They refuse a refund and still have not provided a replacement set. They've provided 2 reference numbers through all this but no attempt to actually follow through with anything. I've attached screenshots of emails exchanged, the original receipt photo, and Canada post delivery confirmation.

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