Victorinox AG Reviews 358

Firstly, I do not normally post my experiences online but the service I received was exceptional and therefore merits acknowledgment. I've have a WERKS Traveller 3.0 WT-22 for over 10 years that I've used it extensively. I needed to replace one of the wheels (the bearing was OK but the tread was worn). I contacted Victorinox customer services who promptly replied and was advised that they were out of stock and awaiting a delivery and that once received they would forward a set to me. A short time later I received the replacement wheels (via FedEx), earlier than expected and without any fanfare (and at no cost at all). It’s a very pleasant surprise to see that an organisation with a LIFE TIME GUARANTEE REALLY MEANS IT!
I certainly recommend Victorinox to all.

So having said my piece about the returns process being outrageously confusing, which I still stand by 100% I have had to completely update/edit my review now that Victorinox have reached out to me.

I had a Victorinox customer support agent called Eric message me earlier today and I am still in shock now from the most amazingly generous gesture of goodwill he offered me to make it up.

There also isn't even any need for me to keep the rather long and detailed moan I posted yesterday because I do genuinely believe that Victorinox will now look in to making the returns process for UK customers a bit more straightforward than it currently is.

Hence no matter how kind Victorinox allowed Eric to be to me, which I am deeply grateful for, it doesn't change the fact that they do actually need to solve the numerous issues British customers encounter if they want to return items from their orders as a matter of urgency. The whole returns process does desperately need simplifying and streamlining which very much includes DHL doing their bit too so fingers crossed for the not so distant future.

Yesterday I wrote that my experience had left me completely disillusioned with what I believed was a really great company.

Well today I am glad to say my faith has been fully restored as there's very few companies out there who would have gone to the lengths that Victorinox did today, it was absolutely amazing so a heartfelt thank you.

I have the ALTMONT ORIGINAL FLAPOVER LAPTOP BACKPACK, I use it in daily life, work, home and I take it when I travel, so sometimes food has fallen or some liquid has been spilled, rain and smog, so the bag as normal start to be smelly, I have had the BACPACK for less than a year and I washed it following the instructions NOT to put the bagpack in in the washer and dryer, I washed it manually, so I put it in a bucket with gentle soap and water, scrubbed the stains that were impregnated in the fabric that came out perfectly and left it in the bucket, then when I took it out and let it dry handled inside a room, It shrank on the side of the closures, the handles, the straps and the back completely, so I contacted customer service, explained what happens with the bagpack , among many emails back and forth, they try to find the slightest excuse for not giving you the warranty , which they put at 10+1, plus 2 years here or there, I mean it's easier to get hospital insurance than to complain to Victorinox about their products, and the person who answered my emails tells me things, like "we give advice to clients" "the tips that we give to clients" that I asked her insistently where I could find those recommendations, and she never gave me an answer, because on the page, the washing instructions are for certain fabrics,and that's it, so I searched on victorinox web page,Google, YouTube, other pages on Facebook and I never found anything related to what she told me, so it makes me understand that the client, after what happened, whatever the case may be, they give the instructions and that's it, one to one, but surely the warranty It doesn't cover you and you have to throw the bagpack/suitcase in the trash, I mean they treat you like a mother to a spoiled child, among other emails, I told her that there is nothing on the bagpack that says how you can wash the bagpack, but it is written that It is made, and I searched and look those materials,they are materials that some do not have to have contact with water because they can be ruined, that is not indicated, since the bagpack ONLY says that it is made of polyester on the website where the information on the bagpack is,
the bag is made as well of these materials:
Polyethylene
Polyurethane
Ethylene Vinyl Acetate
To finish, they sell you a suitcase/bagpack or anything telling you that you have a super warranty of 10+1 years and they products are super resistant and blah blah blah, but the moment something happens, like in my case the customer service is TERRIBLE, they don't know how to give you an answer to your questions, they don't know how to show you proof of what they say, they don't know how to tell you anything related to the damage, and they continue to insist on what they say is correct, I mean the warranty doesn't cover it, doesn't cover it, doesn't covert it, put in your mind that ,when I tell her that it's not a complete information about what the bagpack is made of and what not to do to wash it, there is no answer about that, explaining that the page only says polyester and the suitcase is made of other materials other than some that cannot be touched in water , and at the same time no response. I could be sending emails back and forth, which is just a waste of time, they will never hear or read what you are saying, but remember very well the warranty its not cover, DO NOT BUY A SUITCASE OR ANYTHING RELATED, since if by mistake or something happens to your backpack/suitcase which is quite expensive, you would throw away the money in the trash, since the customer service related to the warranty, they are going to grab the smallest thing or perhaps bad grammar not to give you anything. IT'S TERRIBLE.
I recommend putting a tag on the bag with instructions on how to wash that product, saying the temperature of water, what not to use or which parts not to put in water, soup and as well saying to not put in the wash machine or dryer. if you really care about the customers give them information about how to wash or maintain the bag, because the web page is so general info, and do. course to your customer service of how to treat to a client and listen.

Bought a carry on spinner 5 years ago (Spectra line)
on the knowledge they had a 11 year guarantee programme in place.

Travelling through Europe earlier this year I had noticed a crack appearing in the base of my spinner, informed Victorinox and they claimed that this was a case of 'non-appropriate use' and cannot repair / replace under warranty. I have never checked my spinner in and i've taken extreme care whilst travelling with it so needless to say I was absolutely disgusted with their service.
Then they had the cheek to offer me 30% off a new product off their store.

Moral of the story, If you're looking to purchase a Victorinox item, make it a pen knife. Thats what they're good at because It's not luggage or carry on spinners.

If you want hard luggage that actually does what it says on their warranty tin, go to a luggage company.

Dont waste youre money on anyother multitool. Vitrionox are the absolute best. Mine went back to the factory after 12 years hard use. It came back with every tool replaced brand new. They kept the outer frame, which was fantastic as its 'patina' is irreplaceable, and all this just for the postage back to Sweeden. A real tool for life.
Thank you Vitrionox, Gary

Excellent tools and service. For me the best experience with customer service within this year.

Forget trying to get a refund from this company if returning something to them from the UK. They will drag their feet for weeks and put every bureaucratic obstacle in your way. I lost the will to live trying to get my money back after returning an item to them. I should have bought it from a company in the UK. Seems consumer protection isn't the same over there.

Postscript:

Victorinox finally sprang into action after reading this review and refunded me (thank you Trustpilot).

Lovely products and packaging, but I would buy from a retailer in the UK next time.

Well my swiss army knife is a very very priced possesion here in my life, absolutely love it! Victorinox is a very heartfelt company! Thanks for everything!

Overall appalling service. Messenger bag ordered almost two weeks ago, still not arrived. Have tried to cancel order three times & rejected three times. Service levels on a scale of ten - 1/10 & that’s being generous. Never again.

Visited the Victorinox store in Oxford St today. Great products of course and I found what I wanted, but the staff seemed as if they’d rather be somewhere else and were clearly not very happy.

I have an old Swiss Army Knife that was given to me as a present a number of years ago. Over time the knife had gotten dirty and the blade no longer shut properly. I sent it off for repair and got it back this morning -- it's like having a new knife all over again! Amazing customer service!

On 17th January Customer Services at Burton-McCall received my Swiss Army knife. One blade of the scissors had come apart.On 28th March I sent them an email asking for a progress report. They responded the same day saying the knife was received and entered in their system under reference CBL-1047581 and that it had been sent to Switzerland on 25th January.
12 weeks will have elapsed on 11th April which for a simple repair really does seem ludicrous. Perhaps Victorinox AG should consider employing more people to get a faster turnaround.

Spent a significant amount of money on a kitchen knife set and was very excited to get it in time for Christmas. However, on the day it was to be delivered by DHL it got "returned to shipper" and has not moved since.

I have tried multiple times to get in touch with Victorinox customer service, but after being told I can order another set at a higher price and that they would refund the first one if and when DHL gets it back to the warehouse, they are just simply ignoring any further attempts by me to get in touch and get this resolved.

Super nice brand! I bought an army knife for my husband's birthday and it was amazing! Also the service in their store in Zurich was sublime!

The tracking victorinox provides only becomes available once the product has reached the UK. I did wait a bit longer than expected but it’s all worth it for the product. You can’t beat Victorinox’s product for the price.

I love this brand & their service. Had an issue with one of my carry-on suitcases and they would immediately replace it - very kind and understanding customer service. Also their quality is just what I would expect from a Swiss brand.

My $400 Victorinox suitcase (Werks Traveler 6.0 Frequent Flyer Carry-On) broke after barely a dozen of trips, while I was traveling in Italy. It turned out impossible to get fixed locally (even in Rome) as nobody have spare parts. Customer service suggested that these be ordered from Holland and I repair it myself (or that the suitcase is sent to Holland). Yeah, right.

Thus, apart from suffering a terrible inconvenience having to carry it around with the broken telescopic handle for two weeks of my travel in Italy, I injured my wrist (torn a ligament).

These people simply cannot make luggage - just seeing how that handle broke, the materials and things inside that telescopic handle, it is obvious that that suitcase has been made to break. Even the repair shop I have eventually taken it to, confirmed my notion - these suitcases are among the worst on the market.

I used to have Rimowa and Samsonite suitcases, even a few non-name Chinese ones and none of them would break like that, some issues would appear only after 100-120 trips or so, not after a dozen of trips. What an incredible junk the Victorinox suitcases are! Ubelievable.

To top up my incredibly poor experience, Victorinox customer service was there - unhelpful, boorish people who said that they 'would be looking forward to seeing my posts on social networks' about their expensive yet cheap, poor quality piece-of-junk products... alright, here comes one.

NEVER BUY ANY VICTORINOX LUGGAGE!

TO VICTORINOX: thanks for sharing that email, however I have already tried all means of resolving this issue through your customer service - calling over the phone, Facebook, Twitter, that email... all are completely useless. Just take back your faulty poorly designed suitcase and give me back my money. Even though it is now repaired, I am not going to use it any longer so that not to end up, within another dozen of trips, somewhere in the middle of Colombian jungle with a broken suitcase and a torn ligament.

Swiss Army Knives for every need?

When I first received my Swiss Army knife at 18 (a late bloomer), hang with me here!!

Wish I’d had known what it was because as soon as I touched it, I grew a moustache and shortly became an SAS elite solider !!!

Mum fainted and dad laughed and handed me a beer, I was born a girl !!

Minus 2 stars because my breasts where very nice 👍

Ordered the tote bag - very poor quality, and not made in Switzerland or even Europe. Over priced for such an inferior product. Only upside is that it is handy for travelling and can hold a lot.

I can't comment on the quality of the product, as it never arrived. Customer Service (I use the word advisedly) couldn't give a monkeys, and despite numerous emails in which they gave contradictory information on despatch date etc, I have not had a refund. My next step unfortunately has to be small claims court.

Edit:
See their response below for an example of sheer, cynical, hypocrisy. I email them with all the details multiple times, and they couldn't give a tinker's cuss. Now I raise it on Trustpilot, they are instantly attentive, and make out I somehow haven't given them the info.