ComplaintsforZLINE Kitchen and Bath, LLC

• Initial Complaint

  10/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or around Feb 2022 I placed an order with Z-line order for over $15,318 dollars worth of merchandise. ****** was the sales person advised all appliances has full warranties and were all brand new. The merchandise was then shipped and delivered around April 2022-May 2022- June 2022 in multiple shipments. Upon receipt of the equipment ordered, they were each found to be defectives in various ways. The dishwasher was shipped damaged. From there, we made contact with ****** at Z-line. Over this time being we are in October, we have had numerous situations whereby we contact Z-line and ****** to no avali. Sometimes communication takes weeks for a response. After various contacts, two weeks longer went by and a new dishwasher was shipped. The dishwasher came with improper installation guides and contacts to tech support went unanswered. The fridge door which holds the main control board then was found to be defective. The entire control board doesn't work and will not go cool or hot and we have no control over it. After three weeks, Z-line and ****** were provided with videos and a written complaint. Two days later they advised a shipment was coming with a new part and a tracking. I then found out that after several weeks the part never left and it was needing to be shipped in and then they would get it to me. It is now OCTOBER and I still have no working control board for the fridge. Additionally, the ICE MAKER is defective and isn't working on this fridge. Lastly, we have found the cook top to make a clicking sound each time it is used. Calls to tech support go without response. This is an unacceptable level of service. I will be opening complaints with the ****** attorney general as well for not only selling defective merchandise, but completely disregarding any contact from the consumer with regards to working to obtain the correct items. I would like either a full refund, or I would like a new fridge and cook top sent within the next 14 days to be installed.

  

  Business response

  10/10/2022

  Hello,

   

  We apologize for the issues the customer has experienced and we are committed to resolving this issue satisfactorily. We do show that the parts were shipping on September 6th under tracking number 277659677701, however, it looks like the item was unfortunately not picked up by the carrier or it may have been lost before the initial scan. We will be happy to reach out the customer to decide the best resolution for this issue, whether it be a replacement unit or service. 

  Regarding the cooktop "clicking," it is normal for all burners to click or spark when one k*** is being turned to light one burner, as all spark tips are connected to the same ignition source. We will gather more information from the customer to see if the clicking is occurring outside of the usual parameters and resolve any issues as needed. 

  At this time, we are experiencing a higher call volume than usual, and coupled with reduced staff in some locations, this is resulting in longer wait times on the phone. All cases and emails sent to us have been responded to at this time- case ******** and 00352003.

   

  Thank you!

• Initial Complaint

  10/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased ZLINE range hood 4 weeks ago and it stopped working after 3 weeks. I submitted 2 claims through their website, called them a few times. No response at all.

  

  Business response

  10/06/2022

  Hello,

   

  We apologize for the delay in response to this customer, as we are currently experiencing a very high volume of incoming inquiries via phone and email at this time. We are working through requests in the order they have been received. We are more than happy to assist the customer in troubleshooting for his range hood, unless he prefers to return the unit for a refund in which case he will need to reach out to the original retailer for facilitation of this request. We will reach out to the customer directly to assist with this issue and ascertain the best solution.

   

  Thank you!

  Customer response

  10/06/2022

   
  Complaint: 18175235
  
  I am rejecting this response because:

  I would like the refund, but the retailer, which is ****** in this case, doesn't offer a refund.
  
  Sincerely,
  
  ***********************

  

  Business response

  10/07/2022

  Hello,

   

  We are able to send a replacement unit under warranty, however, as we did not take the customer's payment he will need to return through the original retailer. 

   

  Thank you!

• Initial Complaint

  09/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Zline gas range on 6 21 22 and it wa delivered on 6 30 22 I contacted Zline contacted Zline on 9 10 22 and followed the instructions to get service then on 9 14 22 I received an email that a case was created and someone would be in contact within 24 hours at this point No one from Zline has reached out to me to offer any service assistance. I take this as an outright refusal from Zline to resolve my concern. As I advised Zline in my email I let them know that the oven light would not stay lit well now the lights do not work at all so I suspect it is either the light switch or an electrical short. So at this point I would like a refund of ******* which is what I paid.On 1 19 22 I had purchased another Zline and after 4 months the oven quit working so after Zline did nothing about repairing it ****** agreed to take it back.

  

  Business response

  09/20/2022

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in response, as we are coming into the time of year where we receive an influx of inquiries. All cases are being worked oldest to newest as we catch up. At the time this complaint was submitted, only 3 business days had elapsed. We are more than willing to assist the customer with a warranty service claim to resolve the issue, however, if they wish to return for a refund this request will need to be facilitated through the original retailer. We are reaching out to the customer directly to assist if they do opt to have the unit serviced under warranty. 

   

  Thank you!

  Customer response

  09/20/2022

   
  Complaint: 18044991
  
  I am rejecting this response because: Zline had made no effort to attempt to reach me by any means of communication, Zline just sent me an email only after the BBB had received a response from Zline. Zline is being less than genuine as it took them 3 full business days to just create a case the fact that Zline now states it is willing to make an effort to fix my appliance Should never have been a question. What good is it to offer a warranty on parts and labor if it is not honored. Just to make my point on 1/19/22 I purchased another Zline range and after4 or 5 months it broke and Zline never repaired it, on that range I complained so much to ****** that ****** finally agreed to take it back even though it was more than 90 days out. So at this time as much as I want my range repaired if I agree to let Zline fix my range they not only will it put me beyond the 90 day return policy with ****** again at the rate Zline responds my range may be an antique. I am certain it takes longer to type and send emails than it does to call a customer and ****************** never made any effort to reach out to me by any means. So I will be filing a complaint with the Oklahoma State Attorney Generals **************************** I do not know how costly or time consuming it is to respond to complaints, I believe it would be more prudent and cost effective to just provide a fair level of customer service. SO AGAIN I REJECT ******************* RESPONSE TO THE BBB
  
  Sincerely,
  
  *******************************

  

  Business response

  09/26/2022

  Hello,

   

  We will address the customer's email point by point below in an effort to be as clear as possible:

   

  1. "I am rejecting this response because: Zline had made no effort to attempt to reach me by any means of communication."
  
  We did communicate with the customer as soon as possible via email. A ******************** complaint and threat to submit a complaint to the ******** Attorney General took the case from a good-faith relationship to the territory of a dispute. 

   

  2. "Zline just sent me an email only after the BBB had received a response from Zline. Zline is being less than genuine as it took them 3 full business days to just create a case the fact that Zline now states it is willing to make an effort to fix my appliance Should never have been a question." 

   As previously stated, due to a sudden influx of inquiries due to our recent sales, our response time moved from the 24 hour target to 72 hours. 

   

  3. "What good is it to offer a warranty on parts and labor if it is not honored."

   We never refused to honor the warranty at any point. A wait time to receive a response is not a refusal to assist.

   

  4. "Just to make my point on 1/19/22 I purchased another Zline range and after 4 or 5 months it broke and Zline never repaired it, on that range I complained so much to ****** that ****** finally agreed to take it back even though it was more than 90 days out."
  

   The customer was originally sent parts and submitted for warranty service by our team back in June of 2022, however, the warranty service partner we utilize was having trouble locating a provider to perform the service in a timely manner, so the customer opted to exchange the unit through ******. ZLINE made every possible effort to service the range.

   

  5. "So at this time as much as I want my range repaired if I agree to let Zline fix my range they not only will it put me beyond the 90 day return policy with ****** again at the rate Zline responds my range may be an antique. I am certain it takes longer to type and send emails than it does to call a customer and ****************** never made any effort to reach out to me by any means."

  As previously stated, we were behind in response time (24 hours > 72 hours) due to a sudden influx of inquiries and emailed the customer as soon as possible, as customers were receiving responses in the order they were originally received.

   
  
  6. "So I will be filing a complaint with the ******** State Attorney Generals **************************** I do not know how costly or time consuming it is to respond to complaints, I believe it would be more prudent and cost effective to just provide a fair level of customer service. SO AGAIN I REJECT ******************* RESPONSE TO THE BBB."

   Due to this rejection and the customer's decision to submit a complaint to the ******** State Attorney General despite our offer to assist the customer under warranty as they requested, (email copied below) we no longer wish to continue this business relationship and request that the customer returns the unit to ****** for a refund.

   

  ZLINE Email sent on 9/20:

  "Hello *****,
  
  Thank you for reaching out- we have received your emails and BBB complaint. We apologize for the delay, as we are currently experiencing a high volume of inquiries and are working as quickly as possible to catch up and respond to all cases in the order they were received. 
  
  If you wish to return the unit for a refund as stated in your BBB complaint, you would need to make that request through ****** as ZLINE did not collect your original payment. 
  
  If you wish to proceed with warranty service to repair the light issue, please confirm the information below:
  Serial number, located under the front control panel:
  Address where the unit is installed:
  Are there any other issues with the oven or cooktop?
  Please advise, thank you!"
  
  
  ZLINE never received a response to the email above. The current issue with the light is not affecting the ability to use the oven or the cooktop. It seems that the customers desire to complain outweighs his desire to work with us towards a resolution. Please consider this case closed, as we have reached an impasse with this customer at this time.

   

  Thank you!

  Customer response

  09/27/2022

   
  Complaint: 18044991
  
  I am rejecting this response because: It seems as Zline knows how they have failed in this situation if the light is not an intricate part of the cooking process Zline should have been proactive, the problem very well could have been an electrical issue for Zline to make such an effort and state they had a high level of businesses is no excuse to not providing good customer service and to inconvenience a customer seems to be ok with ****************** as they make a weak attempt to put all blame on the customer in many of the ******************** complaints I have read Zline blames the customer and to state they no longer wish to continue to engage in this process goes to the very core of my complaint but not to worry as I had ****** pick up the Zline range on 9 21 22 as I will not be stuck with a lousy Zline appliance. With people being able to read all of these complaints Zline should have a little more character and ONCE AGAIN I REJECT ZLINE AND THEIR RESPONSE and by the way Thank goodness that ****** is no longer selling the Zline product perhaps ******s light bulb did come on.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a ZLine cooktop from Home Plus Inc via Amazon. The cooktop they sent did not match any pictures shown on Amazon. I attempted to start a return the next day. Home Plus Inc requested pictures of the item and shipping labels which I sent. I have not heard back from them in four weeks. Although purchased on Amazon's Web site, Amazon receiving the payment, and Amazon delivering the item, they refuse any responsibility. If possible I would like this complaint to be against all three companies.

  

  Business response

  06/20/2022

  Hello,
  

  
  ZLINE received an order from HomeCo Plus for model RC36 (36" gas cooktop), which is exactly what we fulfilled based on the photos the customer provided of the product they received. We sent this email to the customer on 6/17 with no response from the customer:

  
  
  "We have been working with HomeCo Plus in regards to your inquiry on 5/17 that the item advertised was not the same as what you had purchased/received. After looking into this matter on our end, and on behalf of our partner, we found the correct item was shipped to you and that you received exactly what was purchased. The image I have attached in this email is the same one that you had sent to the seller on Amazon claiming that the product was not what you purchased. That image did not show the full product you ordered, only the box as opened without the item removed to show the full item.
  
  We are here to assist you and our partners in the event you would like to return this product for a refund. However, there will be no refund unless the product is returned back to us. 
  
  If you have any further questions on that and would like to move forward with returning your purchase, please let us know and we are happy to work with Homeco Plus on the return."

  
  
  We are more than happy to assist, however, there does not appear to be an actual issue at this time until we received more information from the customer. We are unaware of what the customer thought they would be receiving. Please advise.

   

  Thank you!

  Customer response

  06/29/2022

  Complaint: ********
  
  I am rejecting this response because: I am afraid that at this point, for me to humbly request a return and for them to graciously grant me a refund is NOT the only option available. 
  

  A month ago, the correct option for them was “You are right.  We have unfortunately shipped you an item which is not as advertised.  We changed our design and manufacturing but due to our inadequate marketing supervision, we have neglected to update our catalog.  We apologize for our mistake and are issuing a full refund.  Please complete this form so that we can start a return.”  
  

  But for the last month, ZLINE and Home Plus Inc have repeatedly mis-represented the issue to Amazon, my credit card, and the BBB.  Just two replies ago to the BBB, they steadfastly claimed that since the number of the box label was correct, they had shipped the correct item.  And despite being provided with photos of the incorrect item, they still claimed that they had shipped the correct item.  Now, incomprehensibly, they freely admit that they are knowingly shipping items which are different from those they are advertising.  Why they refused to explain this a month ago is baffling.  The manufacturing date for this exact cooktop is Feb 2022, so for at least 4 months (and I am guessing well before that) they have known that they are shipping something different from what they are advertising.  As of the date of this reply, the Amazon page for the ZLINE RC36 still has the incorrect pictures.

  The ZLINE assumption that after shopping through dozens of manufacturers and hundreds of cooktops, to finally select a specific model cooktop for permanent installation in their kitchen, ZLINE can then just ship whatever they have in the warehouse and the customer would be anything but extremely dissatisfied is just ridiculous.  Its beyond comprehension why you would think you can conduct business this way.  Additionally, the ZLINE and Home Plus, Inc. apathy and stonewalling in settling this issue has set my kitchen remodel back by well over a month; you cannot even order countertops without having the correct measurements for the cooktop to be installed.   
  

  You know when you are the party at fault, you do not get to dictate the conditions for resolution.  Here are two OTHER options ZLINE seems to have overlooked.   
  

  A second option they neglected above is for this unbelievably shabby customer service to be made a public record on the BBB, available for any future customer to review before deciding not to invest in a ZLINE product.  Also, there is an outside chance that someone in ZLINE upper management may actually care enough to review this issue in preparation for lower management performance evaluations as applicable to their retention policies.
  

  A third option is for me to donate the cooktop to the Habitat for Humanity store down the street and to eat the nearly $1,000.00 bill for this sad farce.  It will be undoubtably be the last money I, and however unlikely, anyone who ever asks my opinion, will spend on a ZLINE product.
  Sincerely,
  
  ******* ******

  

  Business response

  06/29/2022

  Hello,

   

  As previously stated, the correct SKU was shipped- the RC36 drop-in cooktop itself has not changed in dimension, style, output, etc. Only the grate accessories have been slightly altered for better performance. When the customer sent photos of the box (and not the unit itself), all we could see was that the box had the correct SKU, and the customer did not initially elaborate on why he thought the unit was incorrect. Once we received more information, we were able to clear up the confusion to provide a resolution for the customer. We do apologize for the confusion, and as previously stated, are working as quickly as possible to update our images online. 

   

  Unfortunately, we cannot go back in time and produce the old style grates for this customer, so the options available are:

   

  1. Return for a refund, which we are willing to help facilitate and already reached out to the customer directly to inititate via email:

   

  "Hello *******, 
  The grates for this unit have been upgraded to a new high grate system with accompanying high grate orifices for each burner. This change allows for better gas flow, more oxygen space, and better combustion overall. The high grates do have a slightly different design than the low grate system, but these are indeed the proper grates for the RC36. We no longer offer the low grate option and are working on getting listing images updated on all platforms. We apologize for the confusion and acknowledged the human error
  
  At this time, the options available are to either keep the unit as is, or we can work with the vendor to authorize a return for a refund. Please advise."

   

  2. Keep the unit.

   

  As the customer has rejected the only solutions we can offer and has opted to donate the unit of his own volition (per the provided donation receipt) rather than seeking the logical resolution of a return for a refund, there is no further assistance we can offer and we request to close this case at this time. 

   

  Thank you!
  
  

• Initial Complaint

  05/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a kitchen hood from Zline which was installed by a contractor during the kitchen renovation. My hood stopped working and the technician who came to our house to diagnose the issue told us that the motor has failed and needs to replaced. Zline have not been responsive to resolve my issue. Every time I call, I have to leave a voice message for somebody to call me. They provide life time warranty for their motor but they are refusing to send me a new motor. I sent them a picture of my hood and serial number but nothing has been done. I have requested multiple times for a supervisor to call me so we can find a solution but I did not receive any calls yet. I need this issue to be resolved asap.

  

  Business response

  05/16/2022

  Hello,

   

  We apologize for the issue the customer is experiencing and are more than happy to assist under warranty. The limited lifetime warranty for the motor in our range hoods was initiated in 2017, and only applies to products purchased through authorized retailers after the warranty was initiated. For this reason, we require an order number or proof of purchase in order to verify the warranty status of the unit based on order date and retailer. This is a requirement to receive warranty parts. At this time, the customer has not provided us with the original order information that we need in order to proceed. Once we receive it, we will be glad to assist in resolving the issue. 

   

  Thank you!

  Customer response

  05/17/2022

  
  Complaint: ********
  
  I am rejecting this response because:the kitchen was upgraded late 2019, early 2020. I can prove that we purchased the house late 2019.  The contractor who upgraded our kitchen is no longer in business. I think based on the serial number you can find out the date the hood was build which is certainly after 2017 ( I do not even know if you had this model in 2017). Since you have a life time warranty I would like to receive a replacement part ASAP. Your customer service has been very poor so far. 
  
  Sincerely,
  ***** *****
  

  

  Business response

  05/17/2022

  Hello,

   

  We are more than happy to assist once we have verified the warranty status of the unit. We have no issue sending a replacement motor as needed to our customers under warranty.
  
  If the customer is unaware of where the contractor purchased the unit, we have no way of knowing if this is a warrantied item, as there are many resale retailers that sell items which are not under warranty. The warranty is not based on serial number, but on purchase date. 
  

  We have requested the contractor's information (business name or contractor name, phone number, business address or address where the unit was originally received, email, etc) from the customer so we can search our system to locate the order. 

   

  
  Thank you!

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I work for a management company. We purchased and installed 3 36" Slide-in gas ranges. Every one of them has an issue. The problems began with burners, we have some that wont light at all, others that when lit, have flame output that's out of control and seems rather dangerous. Over the course of this past year, we've made numerous calls to find an authorized Z-Line servicer. We had more than one tech come out to only find out they refused to work on the range because they knew they couldn't get parts from Z-Line and there are no universal parts that can be used in their place. We finally found an appliance repair servicer here that claimed to specialize in Z-Line appliances, but upon inspection we were told that they couldn't work on these ranges as they are well aware of the problem and parts are unavailable. They even waived their service call charge. I realize the nation and the world are slowly coming back from a devastating 2 years of chaos. But if you can build the product, I can't understand why you have no stock on the parts needed to repair the products.

  

  Business response

  04/12/2022

  Hello,

   

  We apologize for the issues the customer has experienced with the products and communication. We are unable to find previous communications based on the email and phone number provided in this complaint (submissions may have been sent via a different phone or email)- Based on the order we were able to find in the system for the three ranges shipping to the provided address, the customer is out of warranty at this time, but we are happy to reach out to the customer directly to get these issues resolved.

   

  Thank you!

• Initial Complaint

  03/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased our new deal fuel stove on 10/20/21.We started having issues. The oven cooks unevenly. The back cooks and the front does not. I gave to turn whatever I am cooking around to get it to **** on all settings. I read reviews where a lot of people are having the same issue. I contacted Zline through email and was asked questions, I responded. A week later I emailed back and was then asked to take picture and video with a level on them stove. I sent that on 3/23/22. That was the last I heard from them. Then I received the following.Your case will be closed within the next 3 days due to inactivity. To keep your case open, please reply to this email!The Case Number that will be closed is: ******** *********************** Request Description: Oven is hotter in the back, very inconsistent. Cookies burn in back, raw in front. Read comments online, many having this issue. Also, convection fan on all the time. Blows heat into the kitchen. Thank you for contacting Zline! I want this issue fixed or my money back on this stove. It appears it is an ongoing issue with this stove.

  

  Business response

  03/31/2022

  Hello,

   

  We apologize for the issues the customer is experiencing and are committed to providing a satisfactory resolution. Our system shows that our last contact with the customer was a voicemail our team left on 3/28 at phone number ************, which it appears the customer either did not receive or did not see in his inbox. Due to an increased volume of inquiries this week, we are experiencing longer response times, but are working diligently to address each customer as quickly as possible. We will reach out to the customer directly to discuss preferred options for resolution, which include either repair, replacement, or a return for refund. 

   

  Thank you!

• Initial Complaint

  03/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Worst customer service ever! They have lifetime warranty on hood vent motor as stated on their website and ****************** and I had the motor not working for the past few months and when opened several cases they refused to properly respond. We spent around $1700+ on the outdoor hood vent just to see it stop working in 2 years. They are very irresponsible in answering questions and gave me a hard time by closing case without taking any action and I had to reopen again and they close it. They simply did not want to repair our outdoor hood vent appliance.

  

  Business response

  03/30/2022

  Good morning,

   

  We apologize for the customer's product issues and are more than willing to assist- our system shows that we have answered every call and email from the customer with no further response on two cases, on both December 2nd 2021 and March 11th 2022. Both cases (******** and 00236734) closed due to inactivity/no response from the customer, and we will attach screenshots of both cases to this complaint showing the end of the communication. 

   

  We are more than willing to assist the customer under warranty, however, it is a requirement that an order number, proof or purchase, receipt, etc. is provided by in order to verify the warranty status of the item, locate the original order in our system, and verify the exact model and parts needed for that model. The customer has been unwilling to provide this information (see screenshots), so the case is at a standstill until this is received. We cannot locate an order in our system under her name, phone number, address, or email, so a proof of purchase will be necessary to proceed. 

   

  Thank you!

• Initial Complaint

  02/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase zline ***************************** went dead from no where. 2 different Licensed electricians have check supply line and circuit breaker to make sure issue is not from electric. Microwave didn't work with different circuit. Their is no help when it comes to service device from **********************. Seeking replacement unit that works

  

  Business response

  02/25/2022

  Hello,

   

  We apologize for the issue the customer is experiencing and will be glad to assist! Unfortunately, when the case was submitted by the customer online on February 14th, it did not include contact information to reach out and assist. We were also unable to find an order in our system under the customer's name. We have now updated the case with the phone number and email, and will reach out to the customer directly to obtain an order number or proof of purchase before we proceed with exchanging the unit under warranty. 

   

  Thank you!

• Initial Complaint

  01/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchase this zline range hood model # ****S-36 , not even 1 yr and it broke down 3 times. even replace parts, capacitor and still dead. i have called zline customer service almost 14 times in problem started, and so far i got luck 1 time someone one line after number of voice mail left. received parts, waste money on labor and end of the day, hood is dead.

  

  Business response

  01/28/2022

  Hello,

   

  We apologize for the issues the customer has experienced. We have unfortunately been hit pretty hard with sickness in our main service center, resulting in delays and longer response times. We emailed the customer on 1/25, to which we did not receive a response. We will move to replace the unit, and will reach out to the customer directly to coordinate. 

   

  Thank you!

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩