ZWILLING J.A. Henckels Reviews 710

They misrepresented an item set that I have purchased online from their Canadian website (a knife sharpener with the 7 in Pro Rocking Santoku knife); the knife that they sent was a long gone discontinued knife (the old bait and switch) and not the one with the scallops/groves that shows up in the stand alone description of the knife that is on their website. I immediatly noticed it and called their customer service dept to set up a pick up and return at their cost and they declined to pay for the shipping. I have been trying to speak to someone with authority in North America to no avail and keep on getting these arrogant overseas agents with their blinders on who refuse to assist and worst, refuse to transfer me to a supervisor (the old brush off response of "they are in a meeting schtick" and will call you back within 24 to 48 hrs) and never do! I am truly apalled and in disbelief at the lack of service from there outsourced customer service dept that continues to ruin their reputation with their North American clientele to this day. If anyone from Zwilling's North America dept is reading this my purchase order # CA-ON-00381291

I've ordered a set of three oven forms. The mid size form arrived broken. Upon receiving the set, I've contacted the customer service. They've sent me a refund of 24 euros, while on their website it's selling for 60 euros. I've asked them to send me a replacement instead and I'll send them back their ridiculous refund. I've not heard of them since them. Very bad customer service and also the packaging could be improved to avoid broken items...

I've ordered many times from them and usually it's pretty standard, you place your order, pay and get your order accordingly. They are fine if there's no customer service involved. I ordered something that looked kinda cool and unique, excited to try it out but turned out cool looking stuff may not be the most useful or may not be functional at all. I contacted customer service for a return and they emailed me a return label, everything was very typical and without any issues. BUT 2 months later, there's no refund applied, no credit issued, nothing. I tracked the package and it was delivered back to them 2 months ago without any issues. I called and emailed customer service and the only reply was sorry for the delay, no mention of when the refund will be processed. Finally, I had to take matters into my own hands and called Apple Card and disputed the charge. Finally they woke up and emailed me that my refund has been issued AFTER Apple Card already told me that they've investigated the case and decided in my favor since there's proof of return. I am very very disappointed since I was somewhat of a fan of their products. Never buy direct from them again, you can usually find cheaper sales elsewhere anyways I've come to find out. They even carry them in the outlets.

Horrible quality and customer service. Spent a fortune on a set of knives. They started rusting within 6 months of purchase. Our cheaper knives didn’t even rust like this. Emailed the company. Was told warranty didn’t cover the rusting and to rub the rust off with vinegar. Kind of missing the point here considering how new the knives are. Will never buy these products again.

Incredibly flimsy knives and wouldn't accept a return. Bad business

Avoid this brand. The quality is poor and their customer service won't help you. I will never buy anything from them again; in fact I'll make sure people around me avoid them too. They are just surfing on "Deutsche Qualität" which is lazy and dishonest. I feel robbed.

I purchased 3 stainless steel aluminium pans after I decided I would "invest" in good pans for a couple of decades. The back of the pans gets a little brown over time which I don't mind however it did not change color in a uniform way. There are lots of spots on the back and traces as if of some liquid, presumably from the manufacturing process (cooling, coating... I don't know). All 3 pans exhibited the same issue.

I contacted their customer service (Demeyre in Belgium), played everything per the book including full description, photos, patience, explaining how I use the pans and take care of them, re-explaining... and eventually when I made my point crystal-clear, they just stopped replying. That's rude and unhelpful.

What can I say. I give them 2 stars because the pans look disgusting but they are still usable.

This is a followup to my posting below….i am now giving Zwilling 5 stars for refunding my $45 coupon amount!

I ordered a set of pots and pans and entered the code Zwilling provided for a 15% discount. A message popped up saying the code had been applied, but the total value didn’t show the discount. I contacted them by email providing all of the information, and they pretty much said., “Sorry, too late - you can use it on your next purchase.” I asked for an appeal and requested that a manager call me to discuss this issue, but of course, no-one did. A 15% discount would have been $45 off my purchase. After this experience, I will never order from them again, nor would I recommend this company.. Yes, they get my $45, but I get to post my truthful review hoping to spare someone else from going through this!

very dissatisfied with my shopping experience and ill be leaving a review which reflects my perspective on this matter. The order number was henerated and emailed to me, which was the for2 piece "constellation" 24 & 28 cm frying pan set, but when i spoke with customer service on the phone earlier today, the number didnt show up in their system. Klarna sent me confirmation and actually billed me, though its been refunded. I was told that the price that was advertised which was $99.99 for the 2 pans, (i order 2 sets of 2), was no longer valid, and that the sets were no longer in stock anyway. Im VERY disappointed, i was considering buying a few more pieces to go along with my new pans, the sol ii or the energy x3 fryin pans caugt my eye, but now ill take my business elsewhere.

Worst purchase ever for me! I bought Zwilling 10 piece aluminium cookware set at almost full price so what a huge waste of money. First time I used its pan was to make a grilled cheese sandwich, the bread itself, though accompanied by lots of butter, left scratches and marks!!! The second case when I made rice, a little bit of crusty rice again left scratches and marks. I wrote to product service and they said unless I scrubbed the pans with something harsh or if I cut my food in the pans, this could have not happened!!! Totally wrong, I only hand-wash with soft sponge and only use silicon utensils. So DO NOT buy this garbage set.

believe the BAD REVIEWS about their customer service.

they have two item numbers. both $139 CAD

13149-300-0 is $139 for one 12" fry pan
13140-200-0 is $139 for one 12" fry pan PLUS one 10" fry pan

Not sure how it happened -- I was ordering on my phone scrolling up and down and clicked the wrong one.

(I ordered $537 worth of items - so my whole cart was not visible when I checked out)

when I received the email and looked at my order - I saw there was only the 12" fry pan.

so I emailed them to bring it to their attention, expecting them to make it right.

the email reply suggested I call their customer service. I did, but wish I hadn't.

I'm not kidding when I say THEY TALK IN CIRCLES.

"Have the bride return the 12" fry pan and then we'll send her the same one....."

lolololol. It defies logic.

save yourself the headache, just write off whatever you spent.

*** UPDATE: THEY JUST CHANGED THE PRICE OF THE TWO FRY PANS TO $199 ON THEIR WEBSITE ***

these folks are unbelievable.

When you make a return they will tell you it can take 30 days to issue your refund. 30 days?! What a scam!

Absolutely terrible customer service. Best to never order directly from them. For a ‘premium’ brand their customer service is terrible. You get treated much better by Amazon or just about any other retailer.

Cutlery and cups are not worth this headache. It’s disappointing to see people care so little for their brand.

The knives are great, their warehouse and fulfillment centers definitely need a lot of improvement and the chat rep does not need to be so rude.

One of the worst customer experience, put in an order and realized that its a duplicate, wanted to cancel. Called within nine! Minutes of placing the order to cancel it. Got told, no chance. You will have to return the product unused at your own cost for refund within 30 days. Extremely horrible experience!! Never again

Have a problem with the fresh and save pump as well as some vacuum bags.

I was told to send the items back, I'm sorry but if an item it faulty zwilling have to cover the cost!

I will never buy another product from them if they have service like this.

You email them and they give you inconsistent information and make you send a whole bunch of information and waste your time. They tell you to send it in at your own cost and then make up an excuse and say it's not covered. You search online and find out that you can bring it to a store and they can send it to the head office for you. So you bring it to a store and they tell you that they don't do replacements at the place you bought it. They send you to the Richmond outlet store, tell you that they don't have stock and then say that they can exchange it if you show your receipt. They hold one at Metrotown, tell you there's no problem and then some person called Beth won't do it for you and takes up more of your time. After a lot of time where she has to call the store and find out the details she does it though it wasn't without 'any trouble.' Agree with the complaints of the defective finish on the cast iron, they also tell you that you're not supposed to use the pan that way and give you some story about it not being covered. Metrotown also said they would ship it back to their head office and then Beth says that is not true. Inconsistent and really not good customer service. They have an average of 1.3 stars and still, they don't listen to customer feedback. Also, others have also said similar sentiments.

Returned knives because all the handles cracked,had a quick reply from customer service and they asked me to return the knives to be replaced.
So I spent 32$ to have them sent priority post and took an insurance.
Been almost 2 months I’m waiting and still no knives??
This is beyond ridiculous, replace the knives and send them back?
Very disappointed with the service.

I shared my experience with a Demeyere saucepan on their official website through a 1-star review. Unfortunately, my feedback was "moderated" and removed, raising concerns about the transparency of the review process on their site. In light of this, I've chosen to publish my experience here to ensure potential customers are aware of such practices. This isn't out of spite but stems from a belief that people should have access to a full spectrum of customer experiences, including negative ones, to make informed decisions. If you've encountered similar "moderation" by Zwilling (Demeyere's parent company), I encourage you to share your story as well. It's important that all voices are heard to provide a comprehensive and honest overview of the brand's quality and customer service.

View my original review here and their response.

Review that they deleted on their website:

Disappointed by durability and customer service

I had high expectations for my Demeyere pan, given the brand's reputation for quality. However, my experience has been deeply disappointing. After only a single use, the handle of the pan broke, suggesting a significant defect in manufacturing or design. Such a failure is surprising and unacceptable for a product at this price point.

Seeking resolution, I contacted Demeyere's customer service, expecting a prompt and fair response. Unfortunately, the experience worsened. I was informed that I would be responsible for both the shipping costs to return the defective pan and the costs to ship any replacement item. This policy is astonishing, especially considering the defect arose from no fault of my own but from what appears to be a flaw in the product's quality.

This experience has left me questioning the brand's commitment to customer satisfaction and the durability of their products. It is unreasonable to expect customers to bear the cost of rectifying defects that should have been caught by the company's quality assurance processes. I had hoped for a hassle-free resolution that reflected the premium nature of the brand, but instead, I am left with frustration and disappointment.

To potential buyers, I advise caution. The quality of the product may not live up to expectations, and should you encounter issues, be prepared for a customer service experience that falls short of what you might rightfully expect from a premium brand.

John Trevino is a great asset for Zwilling.com.

My last pair of poultry shears 42914-0 quit locking a while back. I thought I'd lost them here in the house. I found them and called the Dallas Store and spoke with a marvelous agent, John Trevino. He was knowlegeable about the website, the products, was polite, listened to all my questions and answered them all. He even cut a piece of paper to make sure the serated edge on the poultry shears would not leave a jagged edge. J.A. Henckles makes fantastic products and this pair of poultry shears will cut almost anything in that sphere you need cut. I've had three pairs and have ordered two more.

The people who answer the phones in their store are prompt, do not leave you on the phone for half an hour or more to get to an agent.

I am thrilled with the company, Zwilling, with my new pairs of kitchen shears I'm going to get, the website, the information that comes on the shears and in the packaging so that you can reach the company in whatever country you live, I'm sure.

I've had my shears for years and it is so great to still be able to get another pair even though it's been so long. I found them on ebay the first time.

You cannot go wrong with Zwilling, the stores where they are sold, or their agents. Happy eating!!!!

M Lyn Carr

I am writing this with a heavy heart and a spirit weighed down by disappointment, frustration, and a profound sense of disillusionment. It is not often that I find myself compelled to compose a complaint of this nature, but the gravity of my recent experience with your company demands acknowledgment and redress.
Let me be unequivocally clear: I stand firm in my decision to sever all ties with Zwilling and its associated products indefinitely. This resolve is not a hasty reaction but a culmination of repeated disappointments, mishaps, and an alarming lack of accountability that I have encountered throughout my recent engagement with the brand.
The genesis of my ordeal traces back to the acquisition of the Ballarini Asti 10-piece Aluminum Nonstick Cookware Set, a purchase I had hoped would enrich my culinary endeavors. However, what transpired upon receipt of this ostensibly coveted collection was nothing short of a harrowing descent into frustration and disillusionment.
Upon unboxing the set on March 4th, anticipation quickly gave way to dismay as I discovered that the 4.9qt pot—an indispensable component—exhibited unmistakable signs of a manufacturing flaw, its form grotesquely distorted by a pervasive warp. It was a disheartening realization, compounded by the fact that both the shipment box and package box remained unblemished—a testament to the insidious nature of the defect.
Eager to rectify this unfortunate turn of events, I promptly reached out to Zwilling's customer service, naively believing that a resolution was within reach. Alas, my optimism was swiftly shattered by a series of missteps and miscommunications that only served to exacerbate my frustration.
Initially assured by a representative that a replacement label would be promptly dispatched for the defective pot, I clung to the hope of a swift resolution. Yet, to my surprise, the promised label failed to materialize, leaving me stranded in a state of limbo. Instead of rectifying the issue with the defective item, I was blindsided by an email dictating the return of the entire set—an unforeseen deviation from the agreed-upon course of action that left me reeling with incredulity.
Undeterred by this setback, I endeavored to navigate the convoluted quagmire of your company's customer service once more, only to find myself ensnared in a web of bureaucratic entanglements and hollow promises. The arrival of the replacement set offered little respite, as it too bore the telltale signs of negligence—two items, including the 4.9qt pot and a large pan, marred by the same egregious flaw that had plagued their predecessors.
With each successive interaction, my faith in Zwilling's commitment to customer satisfaction waned, replaced by a growing sense of disillusionment and resentment. The purported resolution offered by Kevin, a manager at your customer service location, amounted to little more than a regurgitation of my rights under Zwilling's policies—an insult to my intelligence and a slap in the face to the principles of accountability and restitution.
What transpired during my interactions with Kevin and his cohorts was not merely a failure of customer service but a betrayal of trust—an egregious violation of the covenant between consumer and company. The absence of empathy, the dearth of accountability, and the insidious insinuation of culpability on my part speak volumes about the systemic deficiencies that plague your organization.
I refuse to be complicit in a system that prioritizes profit over principles, expedience over excellence, and rhetoric over action. My decision to sever all ties with Zwilling is not borne out of petulance or caprice but out of a deep-seated conviction that consumers deserve better—that they deserve to be treated with dignity, respect, and integrity.
Rest assured, my voice will not be silenced, nor will my grievances be swept under the rug. This missive serves not merely as a plaintive lament but as a clarion call for accountability—a testament to the power of the consumer to effect change and demand better from those who purport to serve them especially after Kevin had mishandled the entire situation.
I implore you to heed my words, to acknowledge the gravity of my grievances, and to undertake meaningful action to rectify the systemic shortcomings that have precipitated this crisis of confidence. Until such time as my concerns are addressed and restitution is made, consider me an outspoken advocate against the Zwilling.