ComplaintsforZwilling J.A. Henckels, LLC

• Initial Complaint

  12/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I put an order (***************) on the Zwilling website on November 26, 2021. I was charged $129.89 for the order, and the payment was handled through ******. I was told by Zwilling that the order didn't go through their system due to technical problems with their website. They promised to refund the charge right away, but a precondition was that I have to drop the dispute on ****** first. I trusted Zwilling and close the complaint. However, Zwilling never refund the payment as they promised. And they cheated on me, since according to ******'s policy I didn't need to drop the dispute to get my refund. I am appalled that big companies like Zwilling would mess up customers around as such. I request Zwilling to refund the charge to me as they have promised.

  Business response

  12/13/2021

  Hello,

  This customer was refunded immediately on the 9th of December.  Provided proof of refund on the attached PDF.  We're very sorry for the inconvenience and please let me know if there any further questions or concerns. 

   

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

• Initial Complaint

  11/08/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Originally placed order US-ON-*********, I was shorted item *********** Zwilling nail clipper, called customer service on November 2, 2021 and placed order ******* for missing item, was informed it would be processed as a rush, now 6 days later, have received nothing and nor have I received a shipping confirmation. Why?

  Business response

  11/08/2021

  Thank you for contacting Zwilling.
  Thank you for taking the time to share your experience with us.
  We are very sorry; we apologize as there was a mix up with your replacement order shipping by **** mail. We strive to maintain the most stringent quality control standards within our warehouse and are looking into this matter.
  Here is your new order number *******, for the Twin Box Prime Nail Clipper #*********** shipping today *** 2nd day.
  In addition, please keep the first Order #*******.
  
  On behalf of Zwilling we would like to again convey our sincere apologies for the inconvenience you encountered with your order.
  
  Sincerely,
  Zwilling
  
  

• Initial Complaint

  09/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/20/21 Sent the following correspondence to Zwilling - "I was under the impression this was an 8 glass set not a 4 glass set. The description is very misleading - "Sorrento 8 pc latte glass set" it seems like 'straw' should be in the description. I would like to return the set as it isn't what I anticipated. I am also confused on how to return things as it seems much more complex & confusing than Amazon. This whole experience is very disappointing." They offer an 8 glass set with same description at a similar price point in clear color on Amazon website so I thought this was same item but different color. 9/21/21 Zwilling responded ensuring I knew I was wrong - why they did this is unclear since they gain nothing from being right. Customer service is understanding that my perception is your reality. I have no intention of purchasing from Zwilling again. I am asking for a one time courtesy of a prepaid return label and the entirety of the original purchase price refunded.

  Business response

  09/22/2021

  Hello *******,
  
  Thank you for contacting Zwilling. We certainly appreciate your interest in our brand.
  
  Our website page states the set as
  ZWILLING SORRENTO 8-PC, LATTE GLASS SET
  Under the heading the description states:
  DESCRIPTION
  Set includes 4 x 11.8-fluid ounce smoke grey latte glasses, 4 x borosilicate glass bent straws, and a straw cleaning brush.
  We also state the Straws length: 9 inches.
  In addition, one of the photos we show 4 Glasses with the Straws inside the Glasses.
  
  
  
  
  
  
  
  Should you like to proceed with the return, kindly follow the guidelines below:
  
  To process your return, we ask that you please mail back the unused item in the original packaging, along with a copy of the order form (if possible) and the attached return form explaining that you wish to return the item for a refund.
  
  
  ******** ** ** ******** *** ****** *** ************** ** ***** ***** *** **************
  
  Please include the ZWILLING Online return form containing your full name, address, phone number, and email address with a brief description of the issue.
  On our web site the link to our return form:
  *************************************************************************************************************************
  Additionally, to comply with U.S. Postal Regulations items must be wrapped to protect their points and edges from cutting through the outer carton in which they are mailed. In the interest of safety, avoid attaching adhesive materials directly to the product.
  
  You are responsible for the cost of shipping your item to us and may use any carrier of your choice; we ask that you obtain a tracking number so that you can track the package in the event it gets lost in transit. Once the item has been received and inspected, the final paperwork will be filed for a refund.
  
  If you have any further questions, please do not hesitate to reach out. Your satisfaction is our priority - we are here for you!
  
  Best Regards
  ZWILLING Customer Service Team
  
  

  Customer response

  09/22/2021

  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:

  Zwilling's response does not adequately provide an equitable solution nor was the proposed solution addressed by Zwilling.  Please see customer proposed solution and remedy a more appropriate response.
  

   

   

   

   

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

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

  Business response

  10/04/2021

  Hello *******,
  
  Thank you for contacting Zwilling.
  
  We are so very sorry to hear that you are not pleased with your purchase and our return policy. We shipped your order as advertised on our web site, please see the link below. If you wish not to keep your order and as your order had free shipping, of course you will be fully refunded for your total order once it has been returned to us.
  
  However, you are responsible for the cost of shipping your order back to us and may use any carrier of your choice. We ask that you obtain a tracking number so that you can track the package in the event it gets lost in transit.
  
  Here is our web page to the link as advertised for our Sorrento 8pc Glass set:
  *****************************************************************************************************************************
  ZWILLING SORRENTO 8-PC, LATTE GLASS SET
  DESCRIPTION:
  Set includes 4 x 11.8-fluid ounce smoke grey latte glasses, 4 x borosilicate glass bent straws, and a straw cleaning brush.
  We also state the Straws length: 9 inches.
  In addition, one of the photos we show 4 Glasses with the Straws inside the Glasses.
  
  
  Here is our *************** returns policy web page link:
  *****************************************************
  
  We apologize for the inconvenience.
  Thank you
  
  Best Regards,
  Your ZWILLING Customer Service Team
  

  Customer response

  10/07/2021

  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:

  Proposed solution is inequitable. 
  

   

   

   

   

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

  
  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. ↩