ComplaintsforZLINE Kitchen and Bath, LLC

• Initial Complaint

  01/10/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased a microwave drawer last year, installed in May 2021, the microwave started sparking fire so zline sent me a new one which was installed September 2021. January 9th 2022 it started sparking fire again.

  

  Business response

  01/11/2022

  Hello,

   

  We apologize for the issue the customer has experienced- we have now discovered a defect in the finish of some of our microwave drawers manufactured in 2020, leading to the sparking issue. This has now been addressed at the production level, and should not recur. We can offer a replacement, or a refund for this customer as a resolution. 

   

  Thank you!

  Customer response

  01/11/2022

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

• Initial Complaint

  01/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 36'" Zline gas stove/oven in April 2021. Stove began emitting large amounts of carbon monoxide in Oct. 2021. Tried to contact Zline via phone and after being on hold for 30 minutes+, would get a message to leave info and wait for a return call, which never happened. Emailed Zline, pleading to have someone call me. Received return email suggesting that I install a range hood(totally unacceptable resolution). After several more calls (on hold, leave message) I received an email telling me to contact our gas provider(DTE) and have them come and inspect stove. DTE Service Tech came(Dec. 15) and inspected our stove. He got readings off oven, 283 parts per million registered. DTE charged us $110.00 inspection fee. Finally able to speak with a women in warranties named *****-************ ******** She said that she would submit a report to the warranty department. She also stated that they would reimburse me the $110.00 inspection fee. Received an email from warranty ***** saying they are sending a replacement part(regulator), without ever doing an evalution-inspection. Part arrived Dec 22, Trouble Shooters of Mt. Pleasant came and installed the regulator Dec 27 or 28 . They did not bring a carbon monoxide meter with them. My detector did not register any carbon monoxide until about an hour after they left. Now I continue to get dangerous levels registering on 3 detectors(tri-level home), when ever we use the oven for extended periods. Spoke with ***** again and explained that our problem was not resolved. I also explained that I received our DTE **** with the $110.00 service fee. That's when she said that they would not cover that cost, after they had told me to have inspection done. I got another duplicate email saying they would send a replacement part and schedule an installation once part arrives(again without diagnostics). Was on hold yesterday for 45 min. then call was dropped. No return calls or emails I am extremely frustrated, Thank you, ****

  

  Business response

  01/06/2022

  Hello,

  We apologize for the issues the customer have experienced with their product and are working to resolve them at this time. We are continuing with the initial warranty service request with additional diagnosis to find the source of the issue. At this time, we do not offer reimbursements or refunds for service, but can offer a $110 partial credit back on the original order. We have submitted it for review by our accounting department this afternoon.

  Thank you!

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered an expensive island range hood from Zline through ********** that was shipped directly from the manufacturer. The product itself was missing parts necessary to install it AND was also defective - upon installation we discovered that the lights on the product do not work. After paying to have the range installed by an independent contractor as this product does not come with installation, Zline informed us that we may have to pay again to have it uninstalled if in fact the lights do not work, then pay to have it installed again with zero offer to assist. Zline offered about 3 weeks ago to ship replacement lights and screws, which we still have not received but offered no other solution. I am so disappointed in the customer service by this company and that the product has this many issues already, especially for costing us so much money. This range hood was one of the very few pieces in our kitchen that I splurged on and it is so disappointing to receive such a poor product followed by poor customer service. Furthermore, I'd like to share that the instructions for Zline hood ranges are laughable. My husband should have been able to install most of this himself, but the instructions were so terrible that we didn't trust it. At the very least we would like to receive the parts that were promised by your associates weeks ago. I am praying those will work. Case number with Zline: ********

  

  Business response

  01/04/2022

  Hello,

  We apologize for the issues the customer is experiencing, and are working to resolve them as quickly as possible. At this time, we are out of stock on the hardware requested by the customer and our parts department is searching existing stock in order to fulfill this order. The light kit is on hand, but is due to ship with the hardware once located as they were ordered together. 

  Unfortunately, we are unable to inspect for shipping damages and function on behalf of the customer upon receipt, and the responsibility to test the unit for working lights and fan functions before installation falls upon the customer. 

  We can proceed with fulfilling the replacement parts, or if the customer prefers we can send a new unit- however, ZLINE will not be responsible for installation costs due to lack of inspection before initial installation. 

  Please advise, thank you!

   

  
  

• Initial Complaint

  12/05/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  01 Nov.2021 We order a range hood from zline kitchens. When the item arrived there was a power cord that was not included with my order. I called and spoked to the agent and she informed me that they would send me a complete unit and i would be receiving a tracking no. That same day i received an email from the person i talked to she wrote and stated that i would only be receiving the power cord. I've called several times and i have talked to several of their sale staff and they keep indicating that the item has been shipped and that they would provide me a tracking no. Its 5th of dec. i have not been able to completely finish my kitchen due to the missing item. I would like a total refund on the item i ordered plus the extra parts that i have not been able to use. It's almost impossible to get ahold of anyone at zline.

  

  Business response

  12/06/2021

  Hello,

   

  We apologize for the issue with the customer's missing part and have been working to resolve the issue. We sourced the power cord from a new product as we are currently out of stock on those spare parts. Unfortunately, our carriers including ***** are experiencing delays due to increased shipment volume during the holiday season. The part did ship on 11/24 with ***** tracking number 286557869605, however they have now indicated that the part is lost and we will need to file a claim on the shipment. Unfortunately, this is a situation out of our control, however we will be reshipping another replacement part as soon as possible.

  Original part tracking:

  https://www.fedex.com/fedextrack/?trknbr=286557869605&trkqual=12022~286557869605~FDEG

   

  Thank you!

   

• Initial Complaint

  11/13/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On July 17, 2021, I purchased a ZLINE CBY-SHS-T2-GM Complete Shower System for $1.4k as part of my master bath remodel. My contractor installed the system on October 20, 2021, and immediately let me know that certain parts were missing to install the spray handle, specifically. I emailed ZLINE for the first time on October 25, 2021 to let them know. There was back and forth in the coming couple of days, which included sending customer service photos of my missing parts.No word back and for a week or so, I emailed approximately 8 more times to give customer service a chance to respond. I finally called on 11/5, and was told that no one had responded because they were confused as to my missing parts because I ordered other items and they were looking at the wrong order number (what a great excuse?! She bought multiple things so let's not try to problem solve). I spoke to a woman that day who put me on hold several times but let me know she was finally able to locate the same shower system to send to me. Apparently, ZLINE is unable to send only missing parts, so I am due a complete shower system. Weird, but fine. The next day, I get an email for a ***** return of a faucet I bought (seriously?), and let customer service know that I have no intention to send my faucet back and I am only DUE a new shower system. I am NOT returning my installed shower system with the potential to damage it AND for the sole fact that it is not my fault ZLINE has no process to send missing parts. Of course, no response again.ZLINE needs to get organized & their act together, and call or email me IMMEDIATELY with my tracking number for my new shower system so that my contractor can finish my bathroom remodel. It's absolutely unacceptable that this is holding up my remodel.

  

  Business response

  11/15/2021

  Good morning,

   

  We apologize for the issues the customer is experiencing, and are working to resolve them as quickly as possible. We were initially planning to send an entire replacement system due to low/no stock on replacement parts for this item, but the parts department was able to locate the specific items the customer needs. Our team sent an email to the customer this morning after attempting to call:

   

  Hello *****,
   
  We attempted to contact you at ********** at 10:35 AM CST 
  
  We were calling to let you know that we have found the mounting hardware that you need for the shower bar. We apologize for the delay. It took us a moment to locate this part. We are having it overnighted to you tomorrow morning. (11/16/2021), because our time frame for overnighting today has ended. You will receive shipping confirmation, once it ships out. 
  
  If you have any further questions, please let us know!

   

  We are expecting tracking to be available in the next 24 hours. 

   

  Thank you!

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Power supply or capacitor for range hood lights is not working. ***re is ONE phone number- that gives only three options on the recording; no matter which option is chosen, it takes you back to the main menu- so the cycle just keeps going... you can never get through to an actual person nor gain any info from online or via recording. No supplier of the company can help us. We have had this hood, less than 2 years; the lights stopped working this past ******* *** only option we have been offered is to buy a whole new hood for $400- which is absolutely ridiculous. It is an essential part that should not be failing this quickly. We will pay for a replacement part, but if ZLINE can only offer an entirely new product, they can pay for the whole thing. ***ir customer service and product quality for this company is absolutely horrible.

  

  Business response

  11/10/2021

  Good morning,

   

  We apologize for the issues the customer has had in reaching our customer service team- we are currently in the process of working out the kinks in a new phone system, which we have switched to within the last 1-2 weeks. We did receive his email case on 11/9 and responded same day, see below:

   

  Hello *****,
  
  We attempted to contact you ************** at 4:05pm CST on 11/9/21 and we left a voicemail. We will be more than happy to help you with your range hood if it is only 2 years old all of our range hoods carry a 3 year parts warranty. If you can provide us with your original purchase information we will be happy to look up your warranty information. If you can also please respond with a brief description of what you are experiencing with the range hood. We look forward to hearing from you. 
  
  Thank you!

   

  At this time, we are unable to locate the customer's order in our system under his name, phone number, or email. We will be happy to assist in ordering parts under warranty once we receive a response to the email we sent with the information requested. If the information indicates that the customer is out of warranty, we will still be able to assist in sourcing the correct parts based on the model purchased. We are committed to providing a satisfactory resolution to this issue.

   

  Thank you!

• Initial Complaint

  10/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a zline microwave drawer from lowes Sept 24 2020..it's been working fine and last week the open and close buttons won't work and I cannot get customer service to return my call

  

  Business response

  10/20/2021

  Hello,

   

  We apologize for the customer's product issue and communication issues. We do not accept voicemails at this time, but are moving to a new phone system this month which will allow us to better manage our incoming calls. We received an email case from the customer after business hours yesterday, and have spoken with her this morning to arrange for a new product to be shipped to replace the defective product. At this time, we believe the case is being resolved in a satisfactory manner, and the complaint can be closed. We will continue to communicate with the customer as needed through this process and ensure they receive a product that is fully functioning as expected.

   

  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. ↩