I bought a kettle from Portsmouth (on a day out) from Zwilling. It was faulty, so being from London, it made more sense to return it to my local store in Wembley. Wow, was I wrong. They have the most ridiculous returns policy in that, if the item is faulty, they insist you return the item purchased from the store from which is was bought. They state that if they do not sell the item at their store, they cannot accept it as a return (even if it's faulty), it's as if they are intending to re-package and re-sell your faulty item. This is what the sales person stated in Wembley, and was not at all sympathetic to understand the point. It should not matter if a store sells the item or not, if it's faulty it's not fit for purpose. After this, I rang Portsmouth and they stated that it could be returned to any store, especially if its faulty (for up to 5 years). They also were surprised that Wembley did not want to accept my kettle to process a refund. So two stores, two contradicting points. Rang Zwilling head office and then still, got no where. They also insisted that it was part of their terms and conditions - yet their terms and conditions of faulty items and returns only cover ONLINE purchases, not shop or outlet bought items. When I asked where this moronic returns/faulty process of returning items to the store of purchase is, all I was told was, I'll come back to you. In the end, they didn't come back to me and state where in their terms and conditions does it state faulty or any items to return have to be returned or accepted to stores where they only carry the items for sale. Head office instead suggested that I return the kettle to them in Leicester, and they would then send it to Portsmouth for me, and only then would I receive a refund if they deem it faulty. So, as it still leaves me out of pocket and still depending on their moronic/idiotic processes I chose to make the unnecessary trip to Portsmouth again over the weekend. Low and behold, no issue when returning the kettle. They asked what was wrong with it - steam escaped from the entire lid of the kettle, not just the spout. They accepted it as a return with no issue.The biggest kick in the teeth is that calling their headoffice got me nowhere, and it was a chargeable number - the person I spoke to didn't even know their own T&Cs! Zwilling, never will I buy anything from your stores or anything branded as Zwilling again - that includes recommending too, it just won't happen!
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ZWILLING has been the gold standard for premium cutlery the world over for 290 years. But did you know it is so much more?
Marrying the tradition of expert German engineering and stainless-steel know-how from our long history of knife-making and boasting a family of premium brands such as STAUB and DEMEYERE, the ZWILLING Group is truly the modern kitchen specialist. ZWILLING offers glassware, cast iron, nonstick and stainless-steel cookware, kitchen tools, including electrics and advanced food storage systems, and, of course, a wide spectrum of knives. We create products so that you can do it all in the kitchen.See more
