Victorinox AG Reviews 358

Victorinox USA
Victorinox is one of my favorite brands in the world but I was utterly disappointed and greatly frustrated by the customer service of the American Victorinox distributor. I bought a Swiss Collectible Army Knife for my girlfriend who lives in Florida and the order name and the address had her name. But the product was given to someone else at the same apartment and it was even signed with that person's name (only first name). After following up and many exchanges, a lady called Margo simply terminated the case and told me they won't be able to do anything for me. This is the answer I received after a month of waiting.

What can I say, eleven years after my first Victorinox purchase and still a fan, my first quartz INOX watch is still with me, used and working well so wanting an upgrade to an automatic version I contacted Victorinox customer service directly and got the most amazing and prompt service from Eric (my contact 11 years ago!). To date I am unable to find fault with service, quality and customer care... keep it up Victorinox

I made a purchase online. The delivery was delayed by a couple of days but Victorinox contacted me proactively to apologise and gave me a discount an another purchase. The product was received a couple of days later and is perfect. This is really good, customer focused service.

I would have given zero, but one is the lowest.
Horrible customer service. I please can online order well in advance of a ln extended hiking trip. It’s been nearly two weeks since I placed the order, and still not arrived. After having reached out to their customer service by phone and by email, they have taken zero action, zero accountability. It seems they honestly don’t care. It also seems either they don’t empower their employees or they do t train them. Really the worst interaction with a customer service dept EVER. They have lost a long standingloyal
Customer.

Update - you can see their reply below. Zionist levels of gaslighting. 1 month after I placed the order, which never arrived, I received a refund. They make it sound hunky dory. I cannot stress enough how they were angry and stressed with me that I was following up on an order that never arrived. Nothing was successful resolved. Horrible people.

I had a pocket knife (20 years old, given to me by my father) with a broken part. I sent it in for repair and, for a small fee, it was repaired and returned to me very quickly. In addition to the repair, everything was lubricated, sharpened, and polished. Excellent service!

After being promised an email to try to help resolve my situation of my cases that have been used for 10 times in perfectly good condition the wheels have completely failed which means I’m not able to use the very expensive hand luggage that I bought…
You promised to come back to me with a resolution and surprise surprise nothing to date please if you’re going to help me reach out and do as soon as possible rather than empty promises which is just further frustrating

Very unhappy Customer your reviews speak volumes

A wheel broke on my Victorinox Carry on trolley case. Even though my bag was over 2 years old Victorinox very quickly sent me replacement wheels free of charge. They even helped me with instructions. In today’s world it was an absolute pleasure to receive such good service.
Thank you Victorinox

I’ve ordered from them a chefs knife amongst other kitchen knives. However, after around 1 months this quite expensive chef knife blade had rust marks on in few places. I’ve contacted them straight away and they sent me how to care info!Then after few emails I’ve managed to send it off to Nottingham on my expense for investigation. However, there were no confirmation of receiving it or how long it was going to take. After few weeks I get random message from DHL saying they have delivery from victorinox so I take time off from work and wait at home. The delivery guy arrives with a huge like 1mX60cm empty open box with my address on asking me he is here to pick up stuff to be delivered!? Huh? I say I was expecting a knife delivered to me which is as tall as a wine bottle. When he checked inside the box there was no instructions for anything and he couldn’t confirm which company asked this collection! Then he decided to tick his box as I refused to take. He also told me there maybe another DHL person delivering from victorinox if I was expecting it! He was convinced that what he had in his arms (an empty box)was not from victorinox! I waited and waited for the next DHL person and no one came.
When I contacted the victorinox they’ve told me DHL tried to deliver and I was not there to receive it so I need to get in contact with them!? I was furious! Why should I!? DHL doesn’t know what’s going on victorinox neither. so I get asked to clean up mess or they keep me busy by going back and forth to cover up their big time failing! The lady on the other side is quite unhelpful and rude if I’m honest . I’m not receiving an huge empty box. I want a refund and a very big apology! It’s not good enough Victorinox!

What I would have expected from them is to give me a time frame for the investigation and if conclusion is not reached by that time I expect an apology as well as the option for sending a new product or full refund! we are not taken seriously by this company! This is my experience with them so far!

Contacted Victorinox Australia about broken scissors on their small pocket knife, provided photos and confirmed all I use it for is to trim my finger nails, which is pretty much the only thing they're good for being so little.
Their response, 'the scissors are only for cutting paper'... who the hell uses 15mm scissor blades to cut paper?
Utterly pathetic response, just dodging their quality guarantee... which means their guarantee is as worthless as their customer service...
DISGUSTING.

I contacted Victorinox Service in hope they can advise on replacing my husband's favourite suitcase wheel as after many years of use, one of them deteriorated and couldn't be used anymore. I wanted to surprise my husband, so I thought I'd give it a try and emailed them. Not long after, I got a reply from Eric, who kindly offered to post replacement wheels and a few days later I got them (with bearings). Excellent service and excellent outcome. Eric, you're the best!

Lost a Swiss Army pocket knife 25 years ago on farmland, the knife was a 40th Birthday present so had sentimental value. The knife was recovered whilst metal detecting a field about 3 weeks ago and I returned the knife to Victorinox to see if the could renovate the knife as it wasn't in the best condition as you might expect after 25 years in a field.
Just received what appears to be a brand new identical knife for an amazing £20.00 including postage from Switzerland. Included in the package where all the pieces tha coulf not use. What an amazing service, very impressed and pleased to have my 40th present back where it belongs.This is my 4th Swiss Army knife and hopefully not the last.

I placed an online order and received no confirmation or order or dispatch and raised the issue as it would not have arrived in time for the present it was purchased for - I raised this repeatedly and have been given misleading and false information continuously and despite asking twice for connection to the agents manager, have been fobbed off yet again .As it stands, and as I warned, the item did not arrive in time for the birthday which was really disappointing when if you review my comms you can clearly see I forecast this and it could have been avoided with some simple honesty and accountability your end.
I rarely leave negative reviews and can accept standards falling short but this review is compounded down to the score I have given because of your lack of empathy and action when given the opportunity to react to my feedback on multiple occasions.
Update 03/09. Having had a generic ‘please send us details’ which I completed I have not heard back from
The company so have amended my review to a 1* - if you read others, this is standard behaviour from them and my experience of this company has been well below standard. I will not use again.

I purchased the Victorinox I.N.O.X. Diver Titanium based on its reputation for exceptional durability and its extensive testing, which includes surviving a 10-meter drop. After less than five years of ownership, the watch's battery went flat, and I sent it in for a service. I was informed that the internal mechanism requires replacement due to an "impact." I am surprised by this diagnosis, as the watch has never been dropped. The only impacts it has endured are minor, everyday occurrences, such as accidentally bumping it against a table or wearing it while digging. These are precisely the types of scenarios that the watch's marketing suggests it is designed to withstand.

Given that the watch is still under warranty, I've emailed Victorinox directly to address this issue but have not received a response after two weeks. The lack of communication, combined with the watch's failure to perform as advertised, is highly disappointing. The cost of this service is proving to be more expensive than the regular service costs of my previous Tissot watches, which was a significant factor in my decision to switch brands. The watch's performance has simply not met my expectations, and the after-sales support from Victorinox directly has been unresponsive.

UPDATE 25 Nov 2025

Eric from the Swiss head office contacted me. He managed to resolve the issue I had. The internals were repaired for free as an exceptional gesture of goodwill. Happy to have my watch back and in working order.
Very impressed with Eric and his speedy responses, any delay in response came from the South African agents.

I ordered a Victorinox travel bag on line with a 2-3 day delivery time. After a week it had still not arrived, despite having a "dispatched " email from Victorinox. DHL tracking stated it hadn't been shipped. Despite contacting Victorinox customer service to expedite, then eventually yo xancel and refund, they did nothing. Three promised callbacks did not happen. Eventually I did get an email response from Victorinox two weeks after the order and it did arrive that day, two days after I had successfully ordered from Amazon. The Amazon order arrived first. I'm still trying to return the original order and get a refund, but still nothing in response to starting the return process request a day ago.
Very, very poor customer service.

Great service on spareparts and quick and friendly response !

I placed an order on 14th July with Victorinox (Order #60117172), and as of 1st August, I’ve still received nothing — no product, no proper support, and no refund.

Shortly after ordering, I was asked to verify my age by sending ID. I sent my ID on 16th July and again two more times after receiving automated ID verification emails — 5 or 6 in total, all saying the same thing: if I didn’t respond within 3 days, my order would be cancelled and refunded.

That never happened. My money was taken, but my order was neither shipped nor cancelled.

I called customer service around 24th July and was told the issue would be sorted — it wasn’t. I followed up again myself via email, and only then, on 30th July, did I receive a human reply from Stela Robis, asking me to send my ID as a direct response.

I replied the same day (17:39) with my ID and screenshots showing all my previous attempts.

Now it’s 1st August. There has been no response, no confirmation, and still no dispatch. Instead, I’ve received yet another automated email asking me to send my ID again — clearly no one has actually looked at my replies.

This process has been exhausting. I’ve been more than patient and cooperative. I’ve followed every instruction, called, emailed multiple times, and they still haven’t resolved anything.

Victorinox has completely failed me as a customer. Their system is broken, their communication is appalling, and at this point, they’ve simply taken my money and provided nothing.

I still want my order and am posting this to hold the company accountable publicly. However, if this is not resolved — meaning I receive either a confirmation of dispatch or a full refund — by the end of Tuesday 6th of August, I will have no choice but to initiate a chargeback through my bank and file a formal complaint with consumer protection services.

Victorinox — this is your final opportunity to resolve this.

Contact details:
Juan Lucena
Order #60117172

Please note that you already have all my contact details linked to Order #60117172 in your system. Repeatedly asking me to send my personal information again in public replies on Trustpilot or via email is unnecessary and feels like a stalling tactic. I expect you to use the information you already have to resolve this matter promptly and keep me informed directly.

I’m extremely disappointed with my experience with Victorinox.

I purchased a Swiss Army Chrono Classic model 241151 watch years ago from an in-flight duty-free catalog. I only wore the watch once, and from the very beginning, the minute hand stopped at 11 and would not move forward—a clear internal defect. The watch has remained unused ever since.

Recently, I contacted Victorinox customer service to ask if they could help, even partially, as a goodwill repair, since the defect was present from the start and the watch was never truly functional.

While the customer service agent was polite, the company ultimately refused to help. I was told the 5-year warranty had expired and that I should find and pay for repairs on my own, even though the defect was clearly factory-related and had nothing to do with wear and tear.

Now I’m left with a broken watch that would cost over $300 to repair—almost as much as what I originally paid for it (around $395), which today would be worth well over $700 due to inflation.

Victorinox promotes Swiss quality and precision, but their response shows no accountability for long-term product reliability. If a brand won’t stand behind a clearly defective watch that failed on first use, it raises serious concerns about their commitment to quality and customer loyalty.

Very disappointing experience. I will not purchase another Victorinox product again, and I would caution others to think twice—you’re on your own if anything goes wrong.

I recently returned home and discovered a wheel missing from my luggage. I went to the Victorianox website, a few days later I received four wheels and the screws needed. I’m not handy but even I was able to repair the wheel. Fortunately, I had a tiny Phillips head screwdriver. Saved a fortune.

This company produces excellent Swiss army knifes. Hard wearing and overall great quality. I like the fact you can change the scales on the side of the knives to another colour. However, there are a couple of things that bug me. Firstly, trying to find the scales for the knives in the colour you want is extremely hard, at least it is here in the UK. Secondly, and most baffling thing is that many of the knifes come with a Philips screwdriver. Switzerland is part of Europe, why are you putting Philips screwdrivers on your knifes and not the far superior pozidriv? We don't all live in America.

You know you make great products. I was specially amazed by the swiss knife, that how can you fit so many tools in such a small space! it feels safe to have your products with me when I travel. thank you for being the brand you are. I had a great experience in one of the shops here in Zurich buying your products. will definitely recommend to more friends.