ComplaintsforZwilling J.A. Henckels, LLC

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent the below warranty claim but did not receive any response:Case #******** Subject: Return/Exchange Description:Hello,I bought a Staub Cast Iron 11" Crepe pan in February 2023. After using it for a few months, it looks like the enamel coating is damaged and batter sticks to the surface of the pan rendering it unusable.I make sure to only use the wooden spreader and spatula that came with the pan and have never used any of my own utensils. Could you please send a replacement to my mailing address?I have attached order confirmation proof with this email. Please let me know if anything else is required from my end to process the claim.Mailing address:********************************* ******************************************************************************************* Thanks in advance for your patience and support.

  Business response

  08/14/2023

  Hello *****. Thank you for reaching out. Our Consumer Relations team has emailed you regarding this issue. Please respond to our email, so we can assist you with resolving this matter. 

• Initial Complaint

  08/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a Staub 12-inch cast iron braiser in graphite grey from zwilling.com on June 9, 2023. When I received the braiser the lid was an obvious darker grey than the pot. So I processed a return on zwilling.com immediately. Zwilling received my return on June 26, 2023. This is confirmed by my *** tracking receipt. Ive been calling Zwilling every two weeks since they received my return to ask when my replacement will be shipped. I received two emails with so called replacement orders with replacement order numbers but still no braiser. I have been told that Zwilling in ******** moved location and they are behind on returns/exchanges, I have been told that there is no one else to speak to when I ask to speak to a manager, I have been told that the customer service person that handled my prior call made a code error and my replacement order was not processed, I have been told that they dont have means to expedite my replacement order, and two weeks ago I was told that I would receive an email in **** business days showing that my replacement has been shipped. Wellstill no shipping email and still no braiser. I even sent a DM on IG to Zwilling/***** in hopes that they would help me. I provided all needed information yet again and then a dead stop in the message conversation from Zwilling/Staub. I sent another DM via IG and did not receive a reply from Zwilling/Staub. I am at a loss in what to do about this crazy situation. So I decided to file a BBB complaint against Zwilling in hopes that they will send me a braiser replacement in perfect condition. *** purchased several Staub cocottes from Zwilling online and had to return several because they arrived damaged. I did receive three refunds for some of my returns. I have since ordered a cast iron roaster and it arrived in a timely manner. Im confused as to why Zwilling has not sent me a braiser replacement yet. Its been almost two months since I placed the original order for the braiser in good faith.

  Business response

  08/09/2023

  Hello ******. We apologize for the delay of your replacement Staub Braiser. The *** tracking number for your replacement order has been emailed to you. 

  Customer response

  08/14/2023

  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.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed two orders one on June 15, 2023 and one on June 23, 2023 for one each, item number ********* from website **************************************** and a month+ later nothing has shipped.Order numbers:*************** *****-********* Orders were paid in full on the dates they were placed.Item ********* was in stock on the web site at the time orders were placed.Item ********* is currently showing in stock on the web site.Neither of the orders have shipped, and it's been a month or longer..I inquired with customer service via telephone and email several times over the last 3 weeks and was promised that the "back office" would be contacted and an answer will be provided when these are expected to be shipped.No updated shipping dates have been provided.(Note: An address correction was made by me on one order several weeks ago, so shipping addresses on file with Zwilling are correct).

  Business response

  07/24/2023

  Hi ****. We're so sorry that you haven't received your recent orders. Our Consumer Relations team will email you today to provide an update on the status of your Zwilling orders. 

  Customer response

  08/01/2023

  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:

   

  Last week, I attempted to reply via BBB to the complaint, but on the BBB website, when the submit button was pressed to forward the reply and document, would not function.

   

                 Regarding: ID # ********- **********************:

  
  
  

  The items ordered from Zwilling are available on their website at:

   

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

   

   

  After waiting 4 weeks for them to ship my order and getting the run around, I filed the complaint with BBB, and asked that the resolution be that Zwilling delivers the product ordered.

   

  Instead of honoring the price and delivering the product, right after the BBB complaint, Zwilling canceled the orders and provided a refund.

   

  Zwilling was/is unwilling to honor their Birthday Sale price, and I believe that the complaint wasnt resolved to my satisfaction, but was resolved to theirs.

   

  Thank you for your consideration,

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

   

   

   

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

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

  Business response

  08/01/2023

  Hello ****. As previously stated, your orders were cancelled and refunded due to this item being out of stock. We're aware that the item is currently showing available on our website and are working to rectify this issue. Our warehouse manager visually confirmed that this item isn't available. 

  Customer response

  08/01/2023

  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

  07/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  A year ago I bought a knife which lost his sharpness in no time. I contacted the company where I got it from and they told me to talk to Zwilling because knife is still under the warranty. I contacted Zwilling back in May. First they told me that they will send me replacement and i gave 30 days to send my knife bag. They originated the return number *********MIYABI ARTISAN5-INCH PAKKA WOOD PREP KNIFE. I was waiting till June ******** came. I called and was told they do not have knife in stock. I was checking the web site and I did see the knife that I can use. But everything I'm calling re: any items representatives telling me the knives not available even if I see them on the website. Now they telling me to first send knife back,get a gift card and buy another knife. First it's completely opposite from original conversation. Secondly,I do not want to send knife back get $169 credit and not able to buy product I want.So I will end up with options to spend my money fir something that I do not want. I asked manager to call me back,but it's never happened. I do see that store,where I bought this knife from had that knife. And Zwilling apparently selling that knife to them. But fir some strange reasons they do not have that in stock for replacement. I really think it's a scam situation. I need help tp resolve that

  Business response

  07/18/2023

  Hello ****** As discussed, your Miyabi knife needs to be regularly sharpened to restore the original edge. Please email us. if you have any additional questions. 

  Customer response

  08/01/2023

  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 received a call from the company re: my complaint. At that time I was away on vacation and did not get a chance to use the settlement offer they send to me.

  Can I please have a copy of that offer. Company offered me to get a free sharpening service but again  since I was away,I couldn't use it. I cannot see the mailing label they supposed to send me .

  
  

   

   

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

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

  Business response

  08/01/2023

  HI ****** We're happy to resend the knife sharpening offer email. Please check your Spam/Junk folder if you haven't received the email. 

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started a warranty return on 4/26/23 (#********) and returned my 10 piece Capri Cookware set and provided the **** tracking number. The coating separated from the pan causing an extremely sharp edge to form around the pans, so much so, i cut myself on it. I've called on several occasions to inquire about my replacement. The first time, I was told they didn't have the tracking number. The second time, they will get it expedited and if not, a new order would be set up to get this resolved asap. Today's excuse, another 2 weeks later, was it's still in processing, they'll send it over "to the back office" and check back in 5 days! In the mean time, I've been without pots and pans for over 2 months (warranty requests take approx. 4 weeks...) When I asked to speak to a manager, I was told there was no one else I could talk with other than the customer service representative on the phone.So not only did the customer service representative just lie to me, they have my money, they have my pots and pans, and I'm left with nothing to cook with for the past two months and still need to wait another 2-4 weeks!

  Business response

  07/10/2023

  Hello ******. We apologize that your warranty replacement was delayed. *** has confirmed that your warranty replacement order was delivered on June 30th at 1:31PM. Please email us if you require further assistance. Thank you. 

  Customer response

  07/11/2023

  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

  06/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We ordered a ************************* with visual imperfections on January 22, 2023 and received it around February 17, 2023. However, upon receipt, the "visual imperfections" ended up being a very severe dent on the outside of the cocette that we were not comfortable with despite Zwilling's assurances. Zwilling offered to provide us with an exchange and we promptly returned the cocette on February 24, 2023, and waited patiently for the replacement to arrive. After more than a dozen calls/emails, and promises for the replacement, we are still waiting almost half a year after we placed the order with no exact date for a replacement. We therefore asked for a refund, to which we were told we would receive a store credit. I do not want a credit. I do not trust this company any more. They have taken our money and we have nothing to show for it. They are clearly only interested in taking my money and will lie to keep it. I have attached a copy of my emails with them. Unfortunately, I do not have a recording of my calls with them.

  Business response

  06/26/2023

  Hello ******. We sincerely apologize for any inconvenience. We've successfully refunded your **** card and an email confirmation has been sent. 

  Customer response

  06/26/2023

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

• Initial Complaint

  06/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order number: **-************ Transaction date: April 27, 2023 The item sold price without sales tax: $ ****** The product name: Demeyere 9-inch 18/10 stainless steel Proline Fry Pan Returned item is delivered on April 27, 2023 at 10:31 am, left at receiver, and received by *** (please see proof of delivery photo)I contacted the seller on May 23 stating the item is returned but its nearly one month the refund is not received. I was told to allow them some time to look through my case and will reach out for feedback. Due to the traveling, I didnt follow up until to check my bank statement in June, nobody contacted me during that time, and no refund in my account. Reached out to them by text on June 8, although I have provided the proof of delivery as well as details in writing, they claimed the tracking number is invalid. I told them that the tracking number is only available for a limited time.This shopping experience with them is very unpleasant from the beginning to the end. Theres no delay warning to customers on their website; an email was received about the delay after placing the order because of their website maintenance, couldnt cancel because the order is in process. So my order is placed on April 3, not received the order until April 21. **************** is lack communication, I didnt receive any email about when to expect the item to be shipped; no tracking number only when I asked; not knowing two separate packages with one tracking number which caused me only return one package.

  Business response

  06/14/2023

  Hello *******. We've submitted your refund request. Please allow **** business days for the credit to be reflected in your credit card statement. 

  Customer response

  06/14/2023

  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.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  06/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a ******************************************************************************************************************************* my knife set. I sent it all back including the block it came with. I sent it in late April/ early May with **** and I have not received any email, phone, correspondence regarding my knives. I called customer service and he told me he can not help me with seeing if they received it. I no longer have the **** tracking information. I allows multiple times and continue to get representatives that can not help me with obtaining my replacement knife set or my old knife set that they have!!! Please help.

  Business response

  07/10/2023

  Hello ********. We've escalated your warranty claim to management, and someone will contact you to assist with resolving this issue. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given a Staub Cast Iron Cocotte years ago as a gift. I rarely used it except for baking bread and it was wonderful until the inside coating began to flake off rendering it useless. This all began in March of 2023. After a call to customer service I was told I would have to ship it back to the factory (at my expense) and they would replace it. I did that 3/20/23. For weeks I never received any word from the company and since then have called 4 times, always listening to some excuse as to why I haven't received a replacement but being assured that they would remedy the mistake and send one right away. That has never happened. Then several weeks ago I received an email stating that they would issue a gift card in the amount of $379.99 as they no longer had my cocotte color of which I had voiced much earlier in the process I could care less about the color just send a pot. After several more calls to ask when would I receive my gift card I was given a plethora of excuses once again and still no email with the gift card code/coupon. One more call was made and I voiced that my next call would be to you, the BBB. That evening another email arrived with a gift code of **************** and a link to apply it at their on line store. I clicked on the link which immediately said "oops, link didn't work" "refresh here". Of course it never worked. I then googled the store and attempted to you my code for which I was informed it would not work - surprise!!!! I am attempting to replace it with the Staub Cast Iron Tall Cocottes, 5 quart round which is as close as to what I had but to no avail. This has been extremely exasperating, time consuming and disappointing for such a well known company to behave in such a dishonorable way. I have many products I have purchased through the years from this company including knives and cookware and I am astounded by their deceitfulness and dishonesty.

  Business response

  06/09/2023

  Hello *****. The Gift Card code is valid. You would Redeem a ZWILLING Gift Card when you enter your payment details, switch from Credit Card to Gift Card. Please contact us, if you would like ** to walk you through the process.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a set of cookware on 12/06/2022 and returned it by 12/15/2022 and spoke with customer service, was told I would get a refund and never got one. Called again, spoke with Fez customer service rep. on 05/02/2023 and he was supposed to call me back within ************************************************************************************** unused condition. The cookware cost $184.56

  Business response

  06/23/2023

  Hello *********** Our records show that your refund for order CX2641 was successfully processed. Please contact our Consumer Relations team, if you have any questions.

  Customer response

  06/26/2023

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

*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. ↩