ComplaintsforZwilling J.A. Henckels, LLC

• 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. 

• Initial Complaint

  01/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Made a purchase for a bag set December 14th. Estimated shipping was 8 business days. On December 18th I had received an email stating there were delays and they were working on my item to be shipped as soon as possible. I attempted to find any sort of order tracking on their website on December 27 and there was none. I attempted to call the business and was greeted with an automated system that had said there were too many callers and to try again later I was hung up on. I called January 5TH after nearly a month of the business taking my money without any updates and after nearly an hour on the phone I was told my item was out of stock. Theyll get started on a refund. So without calling and waiting the business planned on keeping my money and never sending the product out or never even telling me

  Business response

  01/10/2024

  Hello ******. We apologize that we were unable to fulfill your recent order. Due to the high number of orders coming in, our system was unable to provide and update stock availability in real-time hence the order was not rejected at the point of purchase. We sincerely apologize for any inconvenience this may have caused on your end. 

• Initial Complaint

  01/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My order has been subject to numerous issues, leading to significant inconvenience and dissatisfaction.Order Number: US-ON-********* Date of Purchase: 12/09/2023 Product: STAUB 3 QT, TOMATO, COCOTTE, CHERRY Timeline of Events:1.Despite all products purportedly being available at the time of purchase, my order was shipped partially, and the 3 qt, Tomato, Cocotte, Cherry was short-shipped.2.Faced with an incomplete order, I patiently waited for days without receiving any updates or notifications from Zwilling regarding the item, causing undue stress and uncertainty.3.Disturbed by the lack of communication, I reached out to Zwilling's customer service, and received conflicting and misleading information about the stock status of the item.4.Zwilling's website shows the item is available. Despite providing evidence in the form of a screenshot from their own website, clearly indicating the item's availability, I was met with further contradiction and obfuscation.8.To compound my frustration, I was informed that the item had been cancelled, and I was advised if I wish to order the item, place a new order with a 15% off coupon significantly lower than the original discount when I made the purchase. And they refused to honor a price match. Given the substantial inconvenience, stress, and uncertainty imposed upon me due to Zwilling's actions, I am seeking a fair resolution.

  Business response

  01/10/2024

  Hello *****. We attempted to contact you to offer resolution, but the call went to voicemail. Please check your email for correspondence. 

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We have the same knife..the 10 inch chefs dynamic handle breaking for the third time...they replaced it twice but this time they won't respond because I'm sure it's because I threatened to report them.

  Business response

  01/09/2024

  Hi ****. Your warranty replacement order has been processed and will be shipped sometime this week. 

*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. ↩