ComplaintsforZwilling J.A. Henckels, LLC

Cutlery

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Complaint Details

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Initial Complaint
12/19/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered a knife set and 3 grill pans on December 13th 2023 for $260.18. The items were supposed to be shipped right away, I have received 2 emails from Zwilling customer support telling me my items are delayed and on the Zwilling website it says still pending. I have already been charged for my items. The emails I received stated that even If I try to contact them they will have no further information for me.
Business response
12/21/2023
Hi ******. We'll reach out to our warehouse for your order status and follow up by email by end of day.
Customer response
12/26/2023
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:

Thank you for getting back to me. I have not heard back from Zwilling on my order. They say it was delivered, the website says it has not shipped, in their last email I was told it is still processing.
Normally I would not make a complaint so soon. I read all the Zwilling reviews on the BBB website and the reviews are all very negative so I became ***** when I got mixed messages from them and their communication is horrible.

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

Sincerely,

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

Business response
12/29/2023
Thank you for closing the dispute. We've alerted **************** and will send email confirmation once your refund has been processed.
Customer response
01/03/2024
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
I will not accept the response in reference to ID#******** until I receive my refund. I paid for my items using ******, so when they send my refund to ****** I will accept *************s response.
Thank you

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

Sincerely,

****** ******
Initial Complaint
11/29/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered knives with the sale that they were offering for Black Friday. They weren't what I was expecting and I wanted to exchange. I called and the woman I spoke with told me to go online and initiate a return. I did, but then saw it could be initiate on the phone. As I wanted to exchange them quickly I called back. The man I spoke with told me that the knives were not returnable due to the sale. I said that I saw that nowhere on the website. I was on the phone with him and I asked him to tell me where to find it-he mumbled something about scrolling down, clicking, scrolling down some more. I said that at NO POINT during the checkout process or the ***** I spent researching knives did I see that they were not returnable-nor do I still. Actually, at the bottom of the checkout screen it says "*****************"- 60 Day return policy, Fast and reliable delivery, etc.I originally wanted to order more expensive knives with this company but now I want to send these back and never deal with them again. This is totally deceptive practice and I am so upset. I sincerely hope that there is help here. He told me he would escalate my problem with a supervisor but he had done it several times today and no one was given a return label.
Business response
11/29/2023
Hello ********. We've received your return request for your recent Zwilling purchase. You should receive your prepaid *** return label by end of business day.
Customer response
11/29/2023
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
11/21/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased a Zwilling electric tea kettle on 9.28.23. Upon receiving the kettle I decided it was not what I was looking for and returned to Zwilling. The item was received by Zwilling on 10.19.23. The Zwilling website states that refunds will be received within 10 business days. I called Zwilling on 11.10.23 and asked about the status of my refund. Zwilling confirmed the return had been received and the refund was 'pending'. As of 11.21.23 - more than a month after the return I STILL have not received a refund. I called Zwilling AGAIN today and was promised a call back by a supervisor. I would like my refund IMMEDIATELY. I cannot understand how this business has an A+ rating from the BBB.
Business response
11/21/2023
Hi *******. We're so sorry that your refund has been delayed. Your refund has been successfully processed and email confirmation will be sent shortly.
Customer response
11/22/2023
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
11/15/2023
Complaint Type:
Customer Service Issues
Status:
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.
Purchased a Staub enameled cast iron skillet from the Zwilling website. Received the skillet and it had a few dings. I call to arrange an exchange. Calls ***********, and I was sent a link to complete a form to return the item. The site has a glitch, where the required photo attachment says that the photo is too large. I attempted to condense both small photos, tried this on multiple devices, with the same results. I called back, and explained I was sending a .jpeg photo. and was told they don't accept .jpeg, and when I told them, that that was a default and common file type, they stated that they do accept them. I explained I tried to upload on various devices with the same results. I asked to speak to a supervisor and/or manager, and was told they are in meetings. I was given a first name that sounded erroneous and no last name of the call center representative. So I was left without recourse Order US-ON-*********
Business response
11/30/2023
Hi *******. Our Consumer Relations supervisor attempted to contact you but the call went straight to voicemail. Please respond to the follow up email with instructions on how to process your return.
Business response
11/30/2023
Hi *******. Our Consumer Relations supervisor attempted to contact you but the call went straight to voicemail. Please respond to the follow up email with instructions on how to process your return.
Business response
11/30/2023
Hi *******. Our Consumer Relations supervisor attempted to contact you but the call went straight to voicemail. Please respond to the follow up email with instructions on how to process your return.
Initial Complaint
11/02/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We purchased a knife set from the business within the last 3 years. The business represented that the set came with a lifetime guarantee against defects in the knives. In July, 2020, we noticed that the paring knife was cracked near the handle, and downloaded the form provided by the business to fill-out and send to them with the product. We complied with all requirements on the form. About 2 months later - not having heard from the business, we called and were informed that unless we could provide them a postal tracking number, they could not give us a new knife. The provision of a tracking number (while sensible to have obtained), was not a condition of the warranty. On Sept. 22, 2023, I mailed a letter to the company advising them of the situation - including the lack of notice concerning the tracking number requirement - and received no response. The knife has value of about $40.00 on-line. However, we sent the knife to them and should be presumed to have reached them at the address provided for the return. We would like a new knife pursuant the guarantee.
Business response
11/03/2023
Hi ***. Our Consumer Relations agent did request the tracking number for your warranty claim on September 18th, 2023. As of today, the requested tracking number has not been received. As stated below, on our warranty page, warranty claims sent in without prior authorization or tracking, will result in delays.
"Purchasers of products who wish to make a warranty claim based upon a product defect, please contact our Consumer ******************** for a Return Authorization, prepaid return label, and instructions to expedite your request. Please note that any returns sent in without prior authorization or tracking information will result in delays with your replacement item. Any item sent in without a tracking number cannot be replaced until our warehouse receives and books in your return."
Customer response
11/14/2023
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.
***** *** ******* ************************** ***** ******* ******** *** **** **** ** *** ***** ********** **************************** *** ************************ ******** *** *** **** * *** ******* **** *** *** **** **** ********* * ********
Sorry I did not get back to you last week. The business DID provide the remedy I had requested, i.e. a replacement knife. However, the knife was sticking out of the box when it was delivered owing, I imagine, that it was just thrown into a box with a flimsy plastic sleeve covering the blade, and some tissue paper stuffed in the box. This was dangerous and, frankly, appeared to be passive-aggressive in light of the circumstances. Nevertheless, the fact that you went ahead and closed the case is OK. Thank you for your efforts in obtaining the resolution of this matter.

*** *******

Sincerely,

*** *******
Initial Complaint
10/06/2023
Complaint Type:
Delivery Issues
Status:
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.
Original Date of purchase: 8/18/23 Order number:*************** On Aug 18, I purchased the following:ZWILLING GLASS / MEDIUM/LARGE VACUUM STARTER SET, 7-PC ITEM NUMBER: 36809-007 QUANTITY: 1 and a Staub 12 inch skillet, a Staub spatula and 10bags for the vaccuum I have received the latter 3 items and have never received the Vacuum starter kit which was $79.99 and I have paid for it. 3 days after I placed the order I received a cancellation notice for the starter kit and 10 bag refill set and made no less than 2 dozen calls to have the item credited to my account. This has never happened. Instead, Zwilling shipped the bags 1 week ago without any kind of head's up.As of now I have no idea if one day they will ship the starter kit - I don't want this order hanging out there and expect a refund for the $79.99 + tax ASAP. I'm tired of dealing with such an unprofessional company.
Business response
10/06/2023
Hello ******. We're so sorry that you were erroneously charged for the Assorted 10-pc Vacuum bag set. The Fresh & Save Vacuum starter set 7-pc has been cancelled since this item wasn't shipped, you weren't charged, and we'll also provide a refund for the Vacuum bag set. We'll send an email confirmation once the refund has been processed.
Customer response
10/06/2023
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:

In their response they first say they are sorry I was erroneously charged for the Starter Kit and then at the end of the sentence they say I was not charged. I was charged $79.99 + Tax as my original complaint stated. I expect a refund for the $79.99 + tax.
I have included screenshots from the receipt when i placed the order.
And Zwilling has already sent me a cancellation notice like they did in August but there is no refund from them.

Please assist in processing the refund to my original form of payment. Thank you

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

Sincerely,

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

Customer response
10/16/2023
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 paid for the vacuum and this is the 2nd attempt at showing you my receipt. There are three attachments that prove I paid for the $79.99 machine - It is very clear it was paid for and I expect a credit to the card I purchased with.

Thank you
******

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

Sincerely,

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

Business response
10/17/2023
Hi ******. We're unable view that images provided. Can you please respond to our email and attach the images. Thanks!
Initial Complaint
09/27/2023
Complaint Type:
Delivery Issues
Status:
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.
I purchased a set of Zwilling knives 3 years ago. I noticed a crack in the blade and went on to their website and mailed the knife along with the information they requested to the *************, ** address. It has been several months and when I did not get a response from them I emailed. they wanted the tracking number along with my contact information and the name of the knife (Zwilling pro large 38401-200 8 inch knife). I did not have the tracking number and I contacted the US *********** and they will not give a tracking number if one is lost. I let Zwilling know this and all they said was: "Please note that as per our warranty we are not responsible for returns that do not have tracking/delivery confirmation showing that the package was received in our warehouse." In their warranty it states "Any item sent in without a tracking number cannot be replaced until our warehouse receives and books in your item." Their warehouse certainly received the knife as I personally mailed it in the ************ I feel that they are refusing to look into their error or more likely are using the tracking number as an excuse to ignore my claim. In looking through the many complaints on Trust Pilot and your website this seems to be their way of doing business. Very poor ratings!!I would like a new knife or my old one back!Thank You, ************************** ****
Business response
10/27/2023
Hi ***. Our warranty states, we are not responsible for returns that do not have tracking/delivery confirmation showing that the package was received in our warehouse. Please respond to our email about your warranty claim, so can better assist you. Thank you.
Customer response
10/27/2023
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]
They do this to everyone, am not going to waste anymore time with them and will never buy their products again, pretty bad when you send them something and they must throw it out, don't know how they can lose a knife. Please don't send me anymore about this. They Use this tracking number thing all the time, just look at the complaints regarding them along with their customer service.

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

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

Sincerely,

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

Customer response
10/30/2023
close complaint
Initial Complaint
09/14/2023
Complaint Type:
Delivery Issues
Status:
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.
I ordered from Zwilling and in the second address part, I put my apartment number 337. Instead of them adding it regardless, they choose to not put it on the shipping address at all and because of this my $200.00 package is still not here and instead of taking care of this, the first girl hung up on my and the male supervisor spent more time placing blame instead of getting it fixed. There CS is NOT GOOD. If Foreigners do not know to put the number 337 on the shipping label because it did not say apartment, they need to not do their job, Americans would know! Their lame excuse to not put 337 on the shipping label will never be acceptable
Business response
10/06/2023
Hello *******. We're sorry that you've had a less than satisfactory experience with our Consumer Relations team. Our warehouse is located in ******** and the label are generated using the address that was provided by the consumer when the order was placed. Thank you for your feedback and hopefully we can make changes to the way labels are printed to make sure that the apartment number is always included.
Initial Complaint
08/29/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order with Zwilling (***************) on 8/3 for 2 Staub cast iron pans, both in-stock and both said they would be received in 5-7 business days. The status for both said they were fulfilled and ready for *** pickup on 8/3. One was delivered on the 9th, but the other still says "Waiting for *** to pick up" (******************). I reached out on 8/8 and 8/14 for a shipping update and was told each time that the issue was escalated to the "back office" and I would hear from them; I've never heard back from them. I sent a final email on 8/24 asking for a refund for the missing pan but did not receive a response. The missing pan from my order is a **** oval burnt orange for $339.99. It should not be this difficult to receive an in-stock order or get an actual answer from someone other than "sorry, we will send this to the back office" (and never hear from the "back office"). I would like a refund.
Business response
08/30/2023
Hello ***. We're so sorry that your purchase was lost in transit. Please check your email for confirmation of your refund. We sincerely apologize for any inconvenience.
Customer response
09/01/2023
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
08/21/2023
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 5/22/2023, I shipped numerous JA Henckels knives for warranty replacement. They are part of a JA Henckels knife set that we own. On all of the warranty returns, the composite handles cracked and/or broke off. I filled out the warranty claim form and followed the return instructions that were included in the form. They were shipped via **** and I was given a **** tracking number of **********************. The return box was delivered - tracking info states "Your item was delivered to an individual at the address at 12:40 pm on May 24, 2023 in *************, ** *****." Since I never heard back from customer service about my warranty returns, I made numerous calls and finally someone answered. I was told that the return process required me to get an *** number from them. That was not part of the process on 5/22/23. I was told that they could not track my order without the *** number. I was at loss for words since I followed the instructions, available to me on 5/22/23, explicitly.
Business response
08/24/2023
Hello *****. Thank you for reaching out to us. We're sorry that you haven't received your Henckels replacement knives. Our Consumer Relations team will contact you by end of day to resolve this matter.
Customer response
08/26/2023
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. A customer service representative contacted me directly and worked promptly to resolve the matter. We received the replacement knives yesterday so this case has been resolved.

Sincerely,

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

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