Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got a knife as a wedding set and sent them the information. Now they are playing games with me and all I want is a replacement per the warranty for my 4 in paring knife. I sent them picture after picture after picture. This has been going on for 10 months.

  Customer Answer

  Date: 01/17/2023

  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 and the matter has been resolved. They actually went above and beyond to handle this situation and their apology was accepted and situation has been handled. Thank you. 
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:01/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two items which were returned according to the instructions on their website. I know they received the items because I used **** tracking. The received the items on 12/6 but I have not received a refund.I have tried to contact them over 50 times using the phone number and extension they suggest but have never been able to speak to anyone since each time I am told the call volume is high "Please call again." Order # US-ON-********* How can you have a company and not deal with the customers after the purchase.

  Business Response

  Date: 01/05/2023

  Thank you for contacting us through our Better Business Bureau portal.  I'm very sorry that you were unable to resolve this matter with our customer service team, however I will be more than happy to assist you.  Please provide me with your return tracking number so that I may process your return as quickly as possible.

  I look forward to your response

  ****************

  Customer Answer

  Date: 01/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  There is no clear way of forwarding my order number to ****** at Zwilling for my refund. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *****************************
  
  
  
  
   
  

  Business Response

  Date: 01/11/2023

  Thank you so much for providing the return tracking number.  You have been refunded, in the amount of $73.84.  Please find below your refund reference number.   Should you have any further questions or concerns, please don't hesitate to contact us for immediate assistance. 

  Refund request submitted successfully with PSP reference ****************

  Best Regards

  ****************

  Customer Answer

  Date: 01/12/2023

  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 and the matter has been resolved.

  Sincerely,
  
  *****************************
  
  
  
   
  

  
  

• Initial Complaint

  Date:12/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zwilling customer support has stopped responding to me entirely and I have no other place to turn for a resolution. I placed an order on Nov 30, 2022, 11 days before I needed it for a Christmas party thinking it would be plenty of time to arrive since they say 5-7 business days for shipping, well 8 days later the package hadn't even shipped out yet so I called customer service which was unavailable but I requested a call back. Two hours later I got a call back from them and asked about my order, I was informed that my entire order had shipped out and would arrive either 1 or 2 days later (on Thursday or Friday). Well later that day when I got home from work I checked my account on their website and discover the order hadn't in fact shipped out yet, so the next morning I called customer service again, this time I couldn't reach them, it told me their lines were too busy and to call back some other time. So I used their chat support and told them I wanted the order canceled since it was arriving too late and I would no longer need it. They replied a day later, ignoring my request and saying they were shipping it out in 2 days, very frustrated I just replied "Fine, but I'm not paying return shipping when I have to send it right back" and they replied "Sure *******, kindly send us a text when it's delivered". Fast forward to December 13 and it was finally delivered, so I texted them the next day that I was ready for the return labels. FIVE days later they still hadn't responded to my text, so I told them I'm frustrated and really need to get this finished up so I can send it back. They replied for me to send the item numbers of what I'm sending back, so I did. 3 days later, no response, so I requested my issue be moved to a manager or supervisor on Dec 22, it's Dec 27 now and still NO RESPONSE. This is the single worst customer service experience I've ever had. My money has been tied up for a month, I want a refund, and I'm not paying return shipping for their s**** up.

  Business Response

  Date: 12/28/2022

  Hello *******,

  Thank you so much for taking the time to contact us through our Better Business page.  I'm very sorry that you felt the team was not hearing your frustration and acting quickly to resolve your concerns.  I can certainly send you a prepaid return label where you can return the items back to us at no cost to you or I also saw your initial inquiry about not receiving the 15% welcome discount.  If you would like to keep the order and try our fabulous food storage set, I'll be happy to apply a 20% courtesy discount to your order and apply a refund back your original form of payment.

  I will be checking for your response so that I can resolve this ****er for you today.

   

  Best Regards

  ****************

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

   I opened a complaint against Zwilling, J.A Henckels LLC on 12/28/22, after emailing with the company we came to a resolution that they would give me prepaid return labels for my order and refund my money, well 7 days after that promise I have not received return labels and they are not responding to me (just like last time). I want to reopen the complaint.

   

  Thank you,

   

  ****

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  ******* **********  
  
  
  
   
  

  Business Response

  Date: 01/18/2023

  Thank you for contacting Zwilling and for taking the time to share your experience with us. We are so sorry to hear that you are not pleased with your recent purchase. Please respond to our email with your tracking number for your return/refund to be expedited. We apologize for the inconvenience and thank you for your patience and patronage. Regards, Zwilling

  Customer Answer

  Date: 01/21/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  Return shipping has NOT been refunded and they have now explicitly refused to do so. Two weeks after I had to re-open my complaint against zwilling (for failing to send prepaid return labels as promised, and for not responding to my follow up requests), I finally received a call from a representative about the labels, to which I informed her that I had just sent the package back since my 60 day return window was 12 days from closing and I didn't want to be stuck with their product. I simply requested that the shipping I paid be refunded as promised and she replied that they won't refund my shipping, to which I asked why not? And she replied, 'well I don't see anywhere that we actually promised to refund shipping, just that we would send prepaid labels' and I said I had to send it myself because I was waiting 6 weeks for them to send me labels and they never did and they weren't responding to my customer support follow ups so I had no choice but to send it myself per their return policy of 60 days or I couldn't return my stuff at all. Her reply was that the only thing she would do is offer a 15% off coupon to buy more of their products..... You can't make this stuff up, I told her I didn't want ANYTHING from them EVER, then she ended the call by telling me to send my tracking id so they can process my return quicker. 

  I've never seen anything like this from a company this size, I'm still in shock that a name like zwilling treats people so poorly, and over things so easily resolvable. At first I thought it was mere incompetence, or a support employee shortage, but after speaking to them on the phone with the tone of voice and lack of any caring I now believe it's malice and their core company values that are the problem. If anyone at Zwilling corporate office read this, I recommend restructuring your customer support department entirely, or else you risk throwing your reputation in the toilet for decades, or maybe forever.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* **********
  
  
  
   
  

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************** company sell defective product which caused damages in losing paint like a pot being crushed before selling to customers. It sells as new item to consumer which is not expected. For such big defect and cost over $100 for a cooking pot with such big damage. In addition, ************** do not allow return.When purchasing the product on line, it is not clear mention item not returnable. This is cheating consumers.

  Customer Answer

  Date: 12/06/2022

  This is to reply your question:

  I bought Staub Cast Iron 4 qt, it turns to be a big area noticeable damage in paint chipped (see attached pic). This is unacceptable for a $109.11, ($99 plus tax), cooking pot. The paint keeps failing inside of shipping package.

  
  In addition, when ordering the item through online purchasing experience over Black Friday thanksgiving, there is no mention of this item can not return. If this is not returnable, it should clearly indicate as final sale when user purchase through on line experience.
  Please kindly help to request ZWILLING J.A. HENCKELS, LLC a return with free shipping. thanks.

  Business Response

  Date: 12/06/2022

  Hello ***,

  Thank you so much for taking the time to contact us through our Better Business Bureau page.  I'm very sorry to hear that you're not pleased with your recent purchased, as you know the item you purchased is marked as visually imperfected which is why it is so heavily marked down.  While the outside may have a chip, the inner part of the cocotte is perfectly safe to use. These items usually have some sort of damage that makes them unsuitable for sale at the normal price, but they are still functional and safe.  

  As indicated on our site, visually imperfections or clearance items are not eligible for a return or refund.  However, in the Spirit of Zwilling, I will make a one time exception for your return and refund .  You will be responsible for the cost of return shipping as we fulfilled your order as described prior to you placing the order. I will notate your order that a return has been granted and upon receipt, we will be happy to refund you for the amount paid. 

  Best Regards

  Zwilling ************* Team

• Initial Complaint

  Date:12/02/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They sent me damaged products and i returned them twice. Finally I've requested refund and no refund at first request. I've made another request for refund But still no refund from the company.

  Business Response

  Date: 12/02/2022

  Hello Young and thank you for contacting us through our BBB page.  I'd like to begin by apologizing for this very long awaited refund.  Additionally, I'm very sorry that your Zwilling order was not received as expected.  Our goal is to wow you with our products and service and I'm afraid we fell short.   While the agent corresponding with you initiated the refund for some reason it didn't go through and therefore I have done it myself.  You will see your refund within 5 business days or less depending on your financial institution.  We're very sorry for any inconvenience you endured due to this matter and please feel free to reach out to me through our portal at ******************************** should you have any additional questions or concerns.

  **************** 

• Initial Complaint

  Date:11/14/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to there Website and tried to order kitchen utensils. $303.09 / the website said the order did not go through. / I checked my online bank account the amount was sitting there pending charge. / I have tried for 3 days to get the charge removed or off hold. Either way the money in not available to me. / and there is no order processed. / really take a pause card was charged / debited no order was processed. I have tried for 3 days to get someone on the phone to clean this up. / you call people that state there in ************. They reply we will escalate this to a Manager. This nobody calls nobody does anything but say we will escalate this to a Manager. If this is happening to me why could it not be happening to others. I am at a point to call the ** District Attorney. Charge a card for money then have to fight to get your money released back into your account. I have a screen shot of there website saying cant process order. again they processed the Debit Card.

  Business Response

  Date: 11/17/2022

  Hello *****,

  I'm terribly sorry for any inconveniences you endured due this matter.  I have checked your order and found that it failed once it began to process and therefore your card was never charged.  We do not charge our customers until the order has shipped, in your case, since it was a **** debit card it took a little longer for the authorization to drop and once again I truly apologize for any frustration we caused for you.  You can contact your financial provider to confirm that you were not charged, Zwilling never removed the funds from your account, but there was indeed a hold on your account for the amount of $303.09, which has since dropped and the funds are clear in your account.  

   

  *****, if for whatever reason you find that there is still a problem with your account, please email us at ******************************** and attention the email to *****, I will be more than happy to further assist you in making sure you do not see any holds on your account. 

  Customer Answer

  Date: 11/17/2022

  Better Business 
  
  I reviewed there response, life goes on. But trying to resolve this matter took hour(s) of peoples Time / due to lack of the Company having or wanting to communicate with the Public when problems arise. All of this Factual. 
  
   
  
  

• Initial Complaint

  Date:11/08/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two sets of flatware (service for 8 each set) in February of 2022, and immediately registered my purchase with Zwilling's ******************* online. At the end of May ***************************************************************** the finish (this included dinner forks, knives and teaspoons). the first week of June, I was instructed by the warranty department to return the defective items to Zwilling for replacement. I did receive the replacement forks and knives, but NOT the teaspoons. Since June I have called and emailed the warranty department hundreds of times. Last week I was sent a box of spoons, however, they were the wrong size. I immediately reported to error and I was asked to ship them back to Zwilling. That same day the correct items were supposed to have shipped out to me, but upon contacting Zwilling yet again today, I was informed that not only have the spoons not shipped, but there is no indication in the customer log that anything was slated to be sent... as of today, the 7th of November, the teaspoons have not been replaced. When you are missing 5 out of 8 pieces of a set of flatware it renders the set useless.

  Business Response

  Date: 11/09/2022

  Hello *******,

  Thank you for taking the time to bring this matter to our attention.  I was able to review all of the communications between yourself and our customer support team, while I'm very concerned on how long it took for your warranty to be resolved, I am pleased that you received your set of flatware yesterday. Please keep the entire set on Zwilling which is part of our warranty commitment to you.  

  Please accept our sincerest apologies on how long it took for this matter to be resolved.  Should you have any further questions or concerns, please follow up on your Customer Relations tab and I will be happy to personally assist you.

   

  Best Regards

  **************

  Customer Answer

  Date: 11/10/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Destruction of Personal Property without Written Permission Zwilling has a policy of Lifetime Repair for any of their products.I sent them an heirloom folding knife, a Budding Knife, I purchased in ****. I sent them this knife expecting it to be repaired. I added that I would pay extra for the repair.They, instead, either "Recycled" or "Destroyed" the knife.Having done whatever, they then sent me a ***** Army Knife in replacement. I returned that to them.They did call and asked me to accept a kitchen knife in return.I have rejected that off, returning the ***** Army Knife.I since found a similar knife on Etsy, and purchased it.I am asking that they reimburse me for the cost of that knife, $399.00.I have full paperwork and **** mailings should you wish to see these.

  Business Response

  Date: 09/15/2022

  Hello ****************,
  
  We connected last week while you were at the dentist, and I havent been able to reach you since. 
  
  I want to apologize for the inconvenience we have caused regarding your budding knife.  I want you to know that we located the knife you sent us.  When warranty items are sent to Zwilling, our team reviews the item. If they are approved for replacement, that paperwork is sent to our ************* office, where the replacement orders are created (this is the usual process).  When additional information is needed to process or review the request, the items are returned to my office,where our team will reach out to our loyal customers.  In this case, your knife was placed with the paperwork being sent for replacement and sent to our office in ************. It was located and is currently en route back to our office in ********.  Once we receive the item, we will return it to you.
  
  If you wish for the item to be covered under our warranty,we will replace it with the folding knife that was sent to you, which has since been returned.  Unfortunately, we would not be able to repair this specific knife.
  
  Please reach out to me with any additional questions.
  
  Sincerely,
  *******

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had sent in a forged steel knife set (I believe it had 20 pieces). The warranty was approved, but I was sent a much cheaper set (everedge plus 17 piece) instead, which did not fulfill the warranty promised.

  Customer Answer

  Date: 07/22/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  *******************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/28/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: 9/3/2022 Amount: $130.34 (including tax)Order Number: *************** *** Tracking: ****************** Details: *** confirmed that the package had been lost. We have contacted Zwilling 3 times and yet no refund or call back as promised. We called again today to request a refund immediately but the staff hung up on us even we were not rude on the phone.

  Business Response

  Date: 07/20/2022

  Hello ****,

   

  We have tried to refund this customer, however because she has an open dispute with our payment processor, we are unable to refund her.  We sent her an email to drop the dispute so we can move forward with her refund request. We will send her a follow up email to drop the dispute , otherwise we cannot refund her.

   

  Thank you