Victorinox AG Reviews 358

Tried twice to order a pruning knife. First time website allowed me to order without a surname which triggered a refund despite getting a message from DHL.
Second time claimed courier couldn't deliver, as address not recognised.
Both orders I used Paypal which have my name and address! DHL deliver to me without issue.
It feels like they are not interested in selling.
Tried phoning and emailing support in UK but just get what appear to be stock replies.
And I'm now starting to get emails thanking me for returning an item I never received!
Could not recommend online store this despite the quality of the knives!
A very frustrating experience

UK order placed and shipped on 18 Jan. DHL insist they haven't received the shipment. I have spent hours emailing and phoning Victorinox; when I occasionally manage to reach a representative, they claim the package is in UK customs. DHL have clarified that this is not the case multiple times. Flat refusal to refund, reship or even engage with my complaint. Appalling.

Edit: Despite the swift reply below, Victorinox are yet to actually contact me to resolve the situation.

I ordered some knives on 18.12.2021, knowing full well they would not arrive until after the Christmas/New Year period. I received shipping confirmation on 20.12.2021 however there was no tracking number or updates on the page at any point. On 22.12.2021 my bank notified me to say I had been refunded the amount of my order. I tried to fill out the online form 3 times to be told about some unknown error. I eventually found an email address and was told my order was cancelled and never left the warehouse. Still no explanation whatsoever. Will not be ordering directly again!

AWFUL! Do not buy from Victorinox.com, item hasn’t arrived after weeks, no tracking, customer service don’t answer and DHL say they haven’t even shipped it! Absolute farce, going to have to charge back on my credit card now. What a sham.

Ordered a £65 item on Wednesday 22nd December from www dot victorinox dot com and exceptionally happy with the service!!

Emailed a tracking number very quickly and the item was dispatched very quickly. The delivery cam the next day!! I have no idea how this happened as the dispatch details state Germany and I was shipping to Northern Ireland ?!?!?

The product was very well packaged and a pre-printed sticky return label (not that I need it). Very efficient and fast service.

I am very happy with the service I received. Even happier when you factor in the inevitable delays caused by covid, brexit and the Christmas delivery season!!

Highly recommend based on my experience.

Have not ordered from outside of the EU since B****t and this has been a nightmare. I am working on a return (advertised as free) and the communications with Victorinox have fellen far short of my expectations. Instructions are confusing and emails arrive in German. Customs forms to return are my responsibility. Tracking is non existent. I am not confident that I will ever get my refund.
Sadly, this is not just a Victorinox issue, but with the closing of their London store and lack of other suppliers ... going to "the source" seemed wise. Big mistake.

Lovely item, beautifully presented.
Unfortunately the parcel was stuck in customs for 2 weeks, luckily I ordered it in plenty of time. When I contacted customer services they said it was because I needed to pay a customs charge (despite my order being below the £135 limit before they tell you you need to pay a charge). They did say they would refund me if I paid them back or I could get it returned to them and cancel the order. I hadn’t received any contact from the parcel delivery company about the charges but they said I should have.
Thankfully I spotted the item had started moving again on tracking and it arrived.
If their website had said it would be in customs for 2 weeks I would have had no issues so easily could have been a better experience if they included this info on the website

Placed an order for £53 on 19th November, which is a Christmas present. The UK duty is on orders over £135 which it states on the Victorinox website, my item has been Awaiting Customs clearance since 22nd November. I have sent many emails to victorinox and called them. I was told today that I need to call Parcelforce.... Not my job as the recipient of the parcel. Awful customer service and I will not use this site again. Last year and the year before I spent alot of money on my staff gifts from here, NEVER AGAIN. Unhelpful. I will now be claiming the money back through my credit card company. AVOID

** email rely received
We regret to inform you that a change of your order is no longer possible, as it is already delivered to the UK.
But you can decline the delivery and return the parcel to us.
Alternatively you could pay the custom fees in advance, and we would refund you the invoice amount.
Unfortunately to the Brexit our customers had a lot of struggles of handling deliveries with parcel force.
Please create a new order in our online store and return the first order.

**CUSTOMERS BE AWARE THAT YOU MAY HAVE TO PAY CHARGES NO MATTER WHAT THE VALUE OF YOUR ORDER, THEY DO NOT STATE THIS.. A VERY UNHELPFUL REPLY, NOT WILLING TO HELP ME AT ALL

Couldn't cancel my order despite trying to do so within about 5 minutes. They said I could send it back free of charge, but it cost £15 and they now won't acknowledge they've received it. Their customer service is awful - I'm having to do all the leg work. Would never use again.

UK Buyers Beware - Expect Customs Charges if order over £135.00

They ship from Germany not the UK so if your order is over £135.00 it will be held up by the otherwise unemployable scum that work at Customs until you pay.

Bought 2 expensive kitchen knives that are simply stunning. Never thought i would get that excited about a knife, these look incredible and perform superbly. I also need to mention their online customer service, simply faultless. An absolute A1 company

I bought a special edition swiss spirit knife from Vctx and it is very good quality...you get what you pay for. And most of the knives either don't loose their value or go up in value.

I’ll begin by saying that I’ve always loved Victorinox products. The products are not the problem. What is the problem is total lack of any kind of literature explaining that when you order direct from Victorinox to the UK you can expect a hefty bill for customs duty, VAT and clearance fees. Maybe I was too naive when placing the order, or should have done more research, however, Victorinox clearly shows “incl. VAT” adjacent to the price, in Sterling, on each product page. They have stores based in the UK. I’m seriously angry that I have had to pay VAT twice, which has cost me half as much again the total price of the order. This has left such a sour taste that I will not purchase anything from Victorinox again, and will most likely never buy any further Victorinox products.

Additional: I received a reassuringly speedy response from Victorinox who have promoted Burton McCall. My knife has now been retuned and Victorinox have offered me a free pouch that I’m waiting for a reply on. My original complaint has been very professionally managed.

This company offers a lifetime guarantee on it’s knives so I emailed them about having mine serviced. I received a reply from a company called Burton McCall who apparently deal with their UK servicing. I followed their instructions on sending the knife back and had a confirmation from them that they had received it: so far so good. The problem is that I was given a time of 8-10 weeks with a possible delay due to Covid until I could expect my knife to be returned: I have now been waiting six months. When I enquire about it I keep being told that ‘Switzerland is delayed’ and ‘there is only one lady working in returns.’ I get the feeling I am going to have to take further action to have my knife returned or replaced. Very poor.

i love coking and there is absolutely no cooking pleasure without a good sharp knife in once hand, so i chose Victorinox to be my companion in this tasks :)))

Excellent service, ordered Friday, delivered Wednesday.
Packing, Quality item & good tracking information, Couldn't fault this. Would certainly recommend.

Ordered before Christmas. Delivery shortly after. So far so good.

Then, in the new year, I got an email asking how I was enjoying my knife! Only then, after emailing them, was I told the courier couldn’t deliver and it had been returned. Remember, we’re in lockdown, I’m always in and my house has been here for about 70 years. It’s off a main road and on satnavs!

I had to wait a week for a refund. Then started getting more emails. One states I’d entered the wrong address. What? I don’t know where I live? I paid by PayPal, which includes my verified address. So even if I struggled to remember where I live, PayPal knows!!

More emails asking me how I like my knife and inviting me to leave a review. So I did, stating what a poor show they made of failing to deliver a Swiss Army knife. I got the following response.

“ Your opinion is very important to us and the Victorinox community. We appreciate you taking the time to write a review on Camper. Unfortunately your review did not meet with our review guidelines, for this reason we are unable to publish your review on our website as it included the following inappropriate content:

You have mentioned a customer service issue.

You have mentioned shipping issues.”

So it’s inappropriate to mention customer service and shipping issues. I guess that sums up this company.

Do not use!

Do not use. Very poor customer service. Package came damaged and empty which I understand can happen. But the customer service response has been terrible. It was me that had to make claims with DHL and liaise between DHL and Victorinox before I was allowed to have a refund, this took a long time and many emails.
Stupidly I gave them a second chance and ordered the same item again after I was issued a refund. However Victorinox customer services cancelled my second order stating that I had not made a claim for the loss of the first package, even after they had issued a refund! Their customer service team and administration are very poor.
I used Swiss Store UK instead, order dispatched same day and delivered with no issues. Lesson learnt, do not use Victorinox online, please learn from my experience and use a third party

Ordered a couple of items directly from Victorinox. After waiting many days for delivery I checked the tracking information of the carrier, DHL. This showed as being 'delivered'. I contacted Victorinox on the phone. The guy took no details at all from me and spoke over me to say that "a delivered status does not mean the package has been delivered" (!) and told me to contact Victorinox by message. When I asked why I would message when I had him on the phone he continued to talk over me repeating himself.

Contacted Victorinox by online message. Eventually got a response to say I should wait a few more days. Nothing to indicate they had even looked at my order or shown any interest in a non delivery.

Victorinox customer service is sorely lacking. My advise is not to buy from Victorinox directly but through a third party. I now have to try and get a refund.

Ordered bag, inland delivery (Switzerland), fast and efficient.
I did not had to deal with any problems so I cannot fully judge quality of all other services