Review Time
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!
My 20-year-old paring knife handle cracked/crumbled. I contacted customer services, was asked to provide some details and photos and then to return the broken knife to them. I received a note apologising that the replacement was out of stock but it would be sent along shortly. Less than two weeks later, the replacement arrived. The experience was smooth, straight forward and demonstrated that in addition to high-quality knives, Zwilling values high quality customer service. I have always, and will continue to recommend them.
I can only praise Zwilling customer service and the backing of their Ballarini brand.A pan I purchased and used in another country didn’t quite live out its 5-year non-stick guarantee. Now living in the England, I contacted Zwilling UK who dealt with my query promptly and professionally. They replaced it.Guess whose brands I’ll buy in the future?
Most of my kitchen products are from Zwilling. I've experimented with various brands, and the quality of each Zwilling product reaffirms the value of my investment. Recently, my toddler lost the vacuum pump cap to seal food boxes and when I contacted customer service, they promptly provided a spare, which arrived within a couple of days. Zwilling stands out for its exceptional quality and customer care—a rare combination in a brand!
Goods never delivered. I asked for proof of delivery. They sent a photo that proved nothing. I think the courier just dumped the parcel in the porch where anyone could take it. I asked for my money back. They ignored me. Anyone can be let down by a courier but their customer service is appalling.
I just love everything from ZWILLING , got so many items in my kitchen with their logo on. Last year purchased salt & pepper grinders , only few months after to find out the salt one was faulty , just one day stopped working . Customer service team was brilliant , sorted out my case immediately , after few days received a brand new grinder . Thank you Customer service team 🌹🌹
I have contacted via email about the poor quality of the products received, but my concerns have been ignored and they probably have me on a block/ignore list so they don’t have to acknowledge me. Customer service is non existent, due to their actions it appears as though they don’t care about the customer once the payment has gone through and the item can no longer be returned for refund. For longevity of products I would shop elsewhere.
I have placed an order for the white ash knife set on 27/12/23 online , the set was on sale at £229. I entered all the payment details and submit document for age verification but the screen was keep loading for 10 mins so I went to my account to check my order status. When I went into my order history in my account, it showed that the item has been successfully ordered and the status is pending for shipment. However, I have not received the order confirmation email. Therefore, I planned to call customer service the next day to check my order.When I tried to call customer service to confirm this order, I noticed that the order has disappeared is no longer in my order history. Nevertheless, the price has gone up to £379 now. Customer service explained that maybe it was the age verification has not gone through so they have cancelled my order. However, I have purchased knives with Zwilling last year and in my account , it has indicated under age verification, my account is already verified. Now customer service said they do not know the reason why the order could not gone through and advised they can do a manual age verification for me to reorder but cannot honour the sale price anymore.This is totally unacceptable that I need to pay £150 more for the same set I ordered because they have cancelled my order. I have sent an email to customer service to file a complaint but received no response.Totally disappointing customer service !!
Ordered knives as a Xmas gift Knives never arrived DPD advised address was wrong When I phoned zwiling customer service they really didn’t care no effort to help or come to a resolution worst customer service I’ve ever seen I will never use this company again Ruined Xmas
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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
