Victorinox AG Reviews 358

Excellent Customer Service - quick reply to my email and my replacement wheels on my work bag was carried out with no fuss by Osmar at London Oxford Street Flagship store.

I have always a fan of Victorinox and will always be when the customer service is so seamless and professional.

Customer support was easy to reach and they came up with a very good, fast and free solution to my issue (broken handle after intens use over many years).

Received a replacement that I could easily install myself with just a screwdriver.

Excellent product and excellent service!

I am extremely grateful to Mr. Osmar the manager of Victorinox flagship store. He was very helpful, polite, respectful and he has given me second to none customer service, resolving my problems. Also, I am very happy with the quality of work done by the staff at the workshop.

I’ve been a loyal fan of Victorinox for years, and once again, the company has exceeded all my expectations.

For nearly four years, I searched worldwide for replacement scales for Timekeeper Swiss Army knives. I contacted distributors in multiple countries, but the response was always the same: “Sorry, they’ve been discontinued.”

One day, I decided to reach out directly to Victorinox’s Customer Service team in Switzerland. I was fortunate to be helped by Cindy, who responded with warmth and professionalism. At first, she confirmed the parts were no longer available… but just a few days later, she wrote back with amazing news!

They had located the exact scales I needed, in the original color, and offered to send them to me completely free of charge — even covering shipping costs.

This gesture says everything about Victorinox’s commitment to quality and long-term customer care.

Thank you Cindy and the entire Victorinox Customer Service team — you truly honor the legacy of a brand that I proudly carry with me every single day in my pocket.

Purchased a backpack.
Standard use.
Within 2 years completing breaking down, zips have both detached with no excess force.
I thought this used to be a high quality company.

Following review the customer service team have been helpful and resolved the issue

It was really annoying the customer service could not cancel my order even the delivery address was wrong, even I called them only 3 minutes after I ordered it. I just want to reorder it but they can’t do it for me. Calling several times but nothing had been done. They kept on breaking their promises and did nothing. The customer services are the same as AI chat box, or even worse.
At the end, they can't cancel my order, but the product was not delievered to me. They just pretend they will contact me, but I never receive feedback from them. They also mentioned on their website, there will be delay in product delivery, the fact is the product will not be delivered.
I did inform them my contact, but they never contact me. There is no integrity for this company.

I ordered several travel items online from Victorinox Canada. That was on May 7. By May 15 I had still not been informed that the items had been shipped. Not a word. It took several messages/emails to get a response. By the time these items arrive, I will already be abroad and they will remain on my porch until my return. Useless.

Also, if you are a Canadian currently boycotting US products, because the US president thinks we'd make a "great" 51st state - you might want to know that all Victorinox products ship to the US before being shipped on to Canada. Maybe source an alternative product until Victorinox bypasses the US.

I got a small penknife as a birthday gift over 5 yrs ago. About 2 yrs ago I lost the knife as it came off my key chain and I thought I had lost it. To my surprise I was digging in the front garden when I discovered the knife in the dirt. It was washed and I can honestly say the knife has not one spot of rust and is in almost perfect condition. The only damage is some scuff marks on the plastic which is not surprising as it was lost for 2 yrs.
excellent product and I’m glad I have found it and am using right now after a good wash.

Recently I was looking for a hand luggage trolley and my choice was the SYNTRY model from the brand WENGER.
Upon receiving the trolley there was a small defect (rubber of the handle).
After reporting this to Wenger, I quickly got a response back from the Victorinox customer service department and the problem was addressed quickly and professionally.
So nothing but praise for the Wegner brand and the Victorinox customer service department as a result of which I now use the Wegner Syntry trolley as a satisfied customer on a regular basis.

The after sales service was above my expectations. Quick and efficient, a couple of emails, a photo and the reference number and I got free of charge one replacement handle for one 6-year-old bag. Thank you Victorinox.

I bought a Victorinox Spirit MX multitool.
The tool is very nice, and I am happy with it.
Lots of functions and smooth to operate. It looks good as well.
Unfortunately a minor problem with my specific tool appeared after a while. After communication with Victorinox the problem was solved and I had an excellent and professional service from Eric San Miguel from Victorinox Customer Service.
Thanks!
.

I purchased two pieces of luggage in 2014 (expandable carry-on) and 2015 (large hardshell), which came with a "lifetime" warranty. The carry-on needed wheel replacements, and the hardshell had cracks. When I initially reported the issue mid-March, the customer service rep provided the repair shop information to send in my luggage. It wasn't until I contacted the repair shop two weeks later that I found out that the Victorinox customer service rep had been informed a week prior that the wheel could be repaired; however, the large piece of luggage needed to be replaced. It was not until the repair shop and I reached out to the customer service rep that I received a response. The response mentioned nothing about repair/replacement details I received from the repair shop, nor did the rep inform me that my luggage had been mailed back. I was told, "we regret to inform you that the damage to your bag is attributed to general use and considered wear & tear and/or cosmetic damage, which falls outside the coverage of your warranty." The Victorinox lifetime warranty boasts coverage of defects in materials and workmanship for the product's lifetime. This was not the case for my luggage; I suppose airport damage falls under wear, tear, and cosmetic damage. i was offered 30% off if I purchased within 30 days. My overall experience with Guilda, the customer service rep, was poor. This experience with Victorinox and their lifetime warranty is a fail.

I contacted Victorinox about a suitcase wheel on our 15 year old case which I noticed was wearing away. Victorinox on Oxford Street offered to look and possibly repair it….we took it in and within an hour had repaired and replaced two wheels. Adrian who undertook the repair could not have been more helpful and polite. The shop is beautifully detailed and reflects the efficiency of their products, all in all 5 stars all round.

15 April 2025
Updating my experience from one star to 4 stars.
The Head of Victorinox Customer Service reached out to me after I furnished my email address. He then worked with Jashanmal to send me the replacement wheels with axles. I am happy that the use and life of the suitcase has been extended. Good work and thank you, Eric!

Not giving full 5 stars as I was only able to resolve the issue after raising my feedback in Trustpilot (almost one month). I hope Victorinox customer assistance admin staff would be more proactive to support non-Switzerland or non-EU based customers.

6 April 2025
Based on your reply below asking me to provide my contact details yet no guidance on how to share, I am at a loss of how to communicate with you. I have sent follow up emails to service.travelgear.ch at victorinox.com that has fallen on deaf ears. Still very disappointed.

20 March 2025
I have been a loyal Victorinox customer for years and owned several products. Victorinox service center in UAE wanted to charge me for new wheels replacement. This luggage was used less than 5 trips after I paid full price to have the wheels replaced in the same service centre a few years ago.This time, I highlighted to the service center that Victorinox website indicated they will send replacement wheels for free. Since then, the service center and Victorinox HQ support went totally quiet on me. At this point, the cost of wheel replacement is as much as to buy a new luggage. There goes my confidence on Victorinox after sales service and promise!

As i travel for a living, my laptop roller bag certainly has some miles on it, after 12 years of faithful service. Eventually the wheels were worn down and it became loud and unstable. Since the model is no longer in production, I tried my luck with Victorinox customer service, asking if I could buy new wheels for this aging model. No problem, immediate reply from customer service, three days later I received new wheels and bearings, free of charge. The bag is looking well worn, but it is still completely balanced and now again rolling silently and effortlessly. This is simply masterclass!

Excellent service on my Victorinox luggage. From my first contact they were brilliant in understanding the damage and reassuring that it could be fixed. And so it was with the necessary replacement wheel sent straight away. First class product, first class service.

I recently made a purchase from Victorinox (Order #57753365) and, unfortunately, my experience has been highly unsatisfactory due to significant delays in delivery. I placed the order on February 11th, with the expectation that it would arrive within 1-2 days as stated on the website. However, as of February 18th, the product has still not been delivered.

Today, I received an email stating that the delivery would take another 1 to 2 days. This is a further delay beyond the promised delivery time, and I find this completely unacceptable.

This delay is a clear failure on the part of the company, and I should not be held responsible for the logistics issues. I was expecting the item on time, and I had made the purchase as a gift for someone who has since left. I have requested a refund, as I no longer want the product.

To make matters worse, this is the second time I have faced such delays. I strongly advise against using Victorinox's delivery service, as they do not honor their stated delivery times.

I kindly request that my refund be processed promptly, as I no longer wish to deal with any further delivery complications.

I had an old Traveler case with worn-out wheels, because I have used it every day for years. The model is no longer available, and I really wanted to keep it going. Wrote to Victorinox to ask which ones to buy to replace them and they sent me a pair free of charge.

Fantastic experience was had with two broken cases. I sent in pictures of the faults & they were exchanged and delivered to my door with a very quick turnaround.

The communication was clear & efficient, and the DHL Currier delivered with ease.

A customer service team that I would be happy to deal with again - making the full service experience with Victorinox a great one.

Thank You.

The products are of extremely good quality. I have kitchen scissors from them (and have also given some as gifts) - they still cut superbly even after several years. But the knives are also very good. In contrast, I now think knives in the hotel or restaurant (or my old bread knives) very blunt. Depending on the product, the prices are okay/good (the scissors cost about 20 euros, good knives are available from just a few euros). The shipment can be tracked. Payment can be made easily via PayPal. The products are very well packaged.