Complaints

• Initial Complaint

  12/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Cherry ******* cocotte from the merchants website on November 27, 2024 (Order #***************). However, the color of the product I received is drastically different from the pale pink shown in the online photosits a deep purple. While the merchant claims this variance is due to lighting and insists it is the same color, I believe the difference is so significant that it exceeds reasonable expectations and amounts to misleading advertising. Additionally, *** come across reviews from other customers who received cocottes matching the website photos, suggesting a potential batch production issue.The merchant has refused to provide a prepaid shipping label, stating that the only way to avoid shipping costs is to return the item to a local retail store. However, the only store in the state of ********** is 33 miles away from my location, making it highly inconvenient to travel such a distance. Given this, I request the merchant to provide a prepaid shipping label to facilitate the return. Alternatively, I am willing to accept either an exchange for a cocotte that matches the advertised color or the option to return the product to a local authorized retailer within 10 miles of ZIP code *****.I strongly believe the merchant should cover the cost of return shipping, as it is unreasonable to expect the customer to pay for returning an item that does not match its advertised description. Or, the business should at least provide a partial refund as compensation for the significant color variance for me to keep the item.For reference, I will attach images of the cocotte I received alongside the photos shown on the official website for comparison.

  Business response

  12/30/2024

  Thank you for your message. Ive carefully reviewed the image you provided alongside our online product listing, and they appear to match exactly. I sincerely apologize, but I cannot identify any discrepancies based on the image you shared. Once we receive your return, well promptly process your refund.

• Initial Complaint

  12/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order on the Zwilling website on Saturday 12/8 for a set of pots and pans. I realized the wrong set was ordered and placed a new order on 12/9 for the correct one. I called Zwilling on 12/9 to cancel the duplicate order, less than 24 hours after the initial order. I was told the order had already shipped and could not be canceled. I checked my online account days later on 12/11 and the order status was still listed as not shipped. I called customer service again on 12/11 requesting the duplicate shipment be canceled. The customer service representative confirmed that the item had not been shipped yet, but that told me that online orders cannot be canceled. Rather than simply not ship a ****************************************** anyway, then have me return it and pay for return shipping. The item has still not shipped 72 hours after I requested the cancelation, and there was ample time for the shipment to be canceled.

  Business response

  12/30/2024

  Thank you for reaching out. I sincerely apologize for the issue you encountered while placing your order. As noted on our website, we are unable to modify or cancel orders once they have been placed due to system limitations. While we understand this can be frustrating, we include this information to ensure transparency.

  To make things right, if you have a Zwilling retail store nearby, youre welcome to return the unwanted item for a full refund within 60 days of purchase. Once again, Im truly sorry for the inconvenience and appreciate your understanding.

  Customer response

  12/30/2024

  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:

  You didnt even try to resolve the complaint.   Had you bothered to look up my order number you would see that I live hundreds of miles from a physical store.    Moreover, you would have seen that after several phone calls and emails I was provided with a prepaid shipping label to ship the 22 lbs package back that I repeatedly asked you not to ship to me a week before the shipment date.   The order has been sent back.

  If you truly cannot cancel an order 7 days before it ships, your systems must be in need of an upgrade.   Your customer service is among the worst I have ever experienced.    I will never order from your website again, and I would urge others to avoid as well.

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

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

• Initial Complaint

  12/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I issued for a return within the given window and mailed it back the beginning of Sept. According to the tracking information, they received the package 9/17. I never heard anything back from them and then after almost 30 days had to call them and ask what was going on. They then said on 10/14 I would receive the refund in my account in 7-10 business days. That time passed and still no refund, I then went back and forth them over the phone while they tried to figure out what happened on their end. Then on 11/5, I was told it will take another 7-10 days and then I will see my refund. That time passed and still nothing in my account. Then went back and forth with them again and on 11/22 they said they issued it again and that I should see if my account by 11/27. Once again there has been no refund. I called again today and was told I would get a call back in 30 minutes, a few hours had passed and I tried to call back and they are now closed. I have been dealing with this whole process for 3 months now. They are clearly incapable for doing their job and every time I call its the same round about, they there was a tech issue on their end and we will issue it again, with the same outcome, of the refund never coming through. They are so far out what their policy says they will refund by and I just want my money back.

  Business response

  01/08/2025

  Thank you for your message. After carefully reviewing your return, I discovered that you were not refunded as initially believed, and I sincerely apologize for this oversight. While all agent-facing systems indicated that the refund had been processed, it appears that, for reasons unclear at this time, the transaction never reached our main financial portal. I deeply regret the inconvenience this may have caused.

  Please rest assured that your refund has now been successfully processed. The confirmation details are as follows: Refund request submitted successfully, PSP reference ***************** Kindly allow up to 5 business days for the refund to reflect in your account. Thank you for your patience and understanding.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought and registered a Zwilling knife sharpener in 11/5/2022, with lifetime warranty when I registered it. It doesnt sharpen, even my dad said hes tried it several times. Now Im on the phone with Zwilling customer service ************ for the past 20 minutes, who keeps giving me the run-around. He first said he could not find my information. Maybe u need to sharpen it 20 times, instead of 10. Have you seen our video on how to sharpen it? We have a professional sharpening service - I said - I dont want a service, I want a working product. Dont you honor your warranty? He said, theres nothing wrong with it. I said, it doesnt sharpen. So he went to speak with supervisor a few times, and came back, saying my supervisor said we will mail you an instruction manual on how to sharpen it. I said, I already watched your videos. Im not dumb. Clearly this company has no regard for their customers, do not honor their warranties. No wonder they have only 54% satisfaction. I will also complain to the BBB, FTC, and California Department of Consumer Affairs Of note, I previously bought an expensive electric tea kettle on zwilling, specifically the ENFINIGY kettle pro on their website. After a few uses, there were rust inside. I returned it, waiting for a refund. I wrote a review of the product on their website, including pics of rust, but it was not published. They sent me an email saying "it did not meet their guidelines."! This company censors negative reviews to ****** only positive ones. What a scam!

• Initial Complaint

  07/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  June 22, 2024: I purchased one frying pan in the amount of $61.46 from a company, Zwilling. Order # ***************. As of today, July 12, I have not received my order. I sent an email to the company on July 8, 2024 which has gone unanswered and have called customer service three [3] times only to be told the package was sitting in their warehouse in *************, **. The official name of the company is: Zwilling J.A. Henckels, LLC. Their US address is ******************************************. **************** ************.

  Business response

  07/26/2024

  Hello ***, thank you for taking the time to contact us regarding your recent order. According to our records, your order has been delivered via **** Tracking # **********************.  According to the ****, the package was delivered as follows: Your item was delivered to a parcel locker at 10:53 am on July 17, 2024 in ********* ** ******

  Delivered
  Delivered, Parcel Locker
  ********* ** *****  **** *** ***** ***** **

  ***, did you check the indicated parcel locker for your package? Please note we shipped your package directly to the provided shipping address, however the **** can deliver to a parcel locker at their discretion. 

  Please let me know if you have any further questions or concerns. 

• Initial Complaint

  06/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Transaction Date: 06.16.2024 Order Number: ************** ***** Tracking Number: ************ they have two item numbers. both $139 CAD *********** is $139 for one 12" fry pan *********** is $139 for one 12" fry pan PLUS one 10" fry pan Not sure how it happened -- I was ordering on my phone scrolling up and down and clicked the wrong one.(I ordered $537 worth of items - so my whole cart was not visible on my phone when I checked out)but when I received the email and looked at my order - I saw there was ONLY the 12" fry pan.so I emailed them to bring it to their attention, expecting them to make it right.the email reply suggested I call their customer service. I did, but wish I hadn't.I'm not kidding when I say THEY TALK IN CIRCLES."Have the bride return the 12" fry pan and then we'll send her the same one*****" It defies logic.They should just send the Bride the 10" fry pan!OMG!! I just looked at the website again and THEY CHANGED THE ***** OF THE TWO FRY PANS TO $199 these people are too much!

  Business response

  06/21/2024

  Hello *****,

  Thank you for reaching out to Zwilling ***, i'm very sorry to report that we have no visibility into Canadian orders.  To avoid any further inconvenience to you, I will be forwarding your inquiry to the ************************************ team so they can provide you with a prioritized resolution. 

  Once again, please accept our apologies for any inconvenience you endured.  You can look forward to receiving a response within the next ***** hours.

   

  Best Regards,

  ZWILLING USA.

  Customer response

  06/24/2024

  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:

  The response simply stated they were referring my complaint to a different department, and to expect another email within ***** hours.

   

   

   

   

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

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

  Business response

  07/09/2024

  Hello  *****,

  I'm very sorry to hear that you are experiencing an issue with your Canadian order.  You have reached the US Better Business Bureau, so we may not be the best resource for Canadian order inquiries. I would recommend reaching out to the Canadian Better Business Bureau at ************** for assistance with your specific issue. They will have more knowledge and resources regarding Canadian orders and can provide you with the most accurate and helpful information.

  In addition, it may also be beneficial to contact the company directly to address any concerns or issues you are having with your order. They may be able to provide a resolution or answer any questions you have. I will also forward your concerns to the customer service team in *******  They will be happy to provide further assistance. 

  I hope this information helps and that your issue gets resolved quickly. Thank you for reaching out to us at the Better Business Bureau.

  Best regards,

  The BBB Team

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a very expensive staub assuming I was paying for a quality product, very disappointed to see that the enamel coating has rubbed off. When I reached out and spoke with someone it took over 3 months of back and forth emails for them to finally say they wont replace because its ware and tre on the product but cast iron enamel shouldnt rub off like that the product had a faulty coating on it and they refuse to replace it

  Business response

  04/03/2024

  Hi *******. We've forwarded your photos and contact info to our warranty team for review. Our Warranty escalation team will contact you within 24 hours about your warranty claim. 

  Customer response

  04/04/2024

  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

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Ballarini Modena 10 pc set that included a 7.3 Dutch oven and a 12 in fry pan due to the handles being burned. The company said they would replace it due to it being less than a year of purchase. When they sent me a replacement set they sent a 4.8 Dutch oven and a smaller fryer. I sent it back as I needed the large Dutch oven and large fry pan, which is the reason I purchased the set in the first place. I have contact them multiple times and each time they have promised a credit. However, I have as of yet to receive a credit of any kind. I have no product, no credit and/or money at this time.

  Customer response

  03/18/2024

  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

  02/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with this company on January 7, ****. The company website and order screen both state that shipping times take 5-7 days and neither have information regarding processing times. 29 days later, I have only received a receipt and still have had no communication as to whether this order has begun processing. On January 12, I received an email stating that my order was taking longer to ship than we anticipated and that it would be escalated within the warehouse so I could have a status update asap. Over two weeks later, and nearly one week since *** last tried to contact them for an update on my order, I still have not had a single reply that wasnt automated. The order status portion of their website only confirms that the item has not shipped. At this point, Id rather cancel my order and spend my money on the same item at a more trusted local retailer. I communicated my intent to do so if I would have to continue to wait for the item, but of course, have not had a response. The company website says that cancellations are allowed before the order has been accepted and processed which I have had no communication about so I expect to be able to. I am very disappointed with Zwillings customer service despite recommendations from my circle of home cooks and larger online community and will be vocal about my poor experience to prevent someone else from going through the same thing.

  Business response

  02/05/2024

  Hello *******. We're very sorry to hear about your experience attempting to communicate with us. We are responding to a very high volume of consumers and are doing our best to attend to each of our consumers' needs as quickly as possible. Please check your email for the latest correspondence from our Consumer Relations team. 

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This is in regards to order US-ON-********* placed 12-18-23. I want to return items and are in compliment with their return policy however zwilling customer service simply does not respond to my emails, text, or return request. Over the last 2 weeks, I have sent 4 emails and several texts and 2 return request. When I call customer service they are unable to help. I wish to receive a refund of of $299.58. If they would like the products back then they can provide me a return label.

  Business response

  02/14/2024

  Hello ****. Your return was received by our warehouse and your refund was successfully processed on January 17th, 2023. Please email us if you have any questions or concerns. 

*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. ↩