Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  5/15/2025, $1079.99 - 20 piece knife set with block model# ********* Manufacturer website says this includes - "Set includes 2.75-inch birds beak peeling, 4-inch paring, 5-inch serrated utility, 5.5-inch fine edge prep, 8-inch bread, 8-inch chefs, 7-inch hollow edge santoku, 8-inch slicing, 8 x 4.5-inch steak knives, kitchen shears, honing steel, 18-slot knife block, 4-stage sharpener and shears sharpener"This set did not come with the 4-stage sharpener and shears sharpener Manufacturer website says - Knives and shears made in ******* The shears are made in ***** Per Zwilling support, the steel is made in ******* but the Shears are assembled in *****. The shears clearly state made China as does their website. It does not say assembled in *****. Per Zwilling Support the ********* set advertised on their site varies from vendor to vendor. I call BS on this. ********* is sold and advertised as a set. If I purchase form ******, Lowes or Zwilling direct the expectation is that I am getting ********* as advertised with all the pieces in the set as advertised.

  Business Response

  Date: 05/29/2025

  Dear ******
  

  Thank you very much for bringing your concerns to our attention, and for giving us the opportunity to address them.

  We sincerely apologize for any confusion you experienced with your Zwilling Pro 20-piece Knife Set, particularly regarding the included components and product labeling.
  While the model number is consistent, accessory configurationssuch as the inclusion of the 4-stage sharpenermay vary by retailer. We understand how this may have been unclear, and were truly sorry for the frustration this has caused. To help resolve this, weve arranged for the sharpener to be sent to you under order #*******.

  With regard to the kitchen shears, please allow us to clarify: our Zwilling knives, bearing the Double Man logo, are proudly made in ******* and reflect our highest standard of craftsmanship. However, to offer a more complete and competitively priced set, accessories like shears, blocks, and honing steels are produced in Zwilling-owned or operated facilities in ****, using premium German stainless steel and held to the same rigorous quality standards. Please rest assured that all of our productsregardless of originare backed by our warranty, including the shears.

  We truly value your feedback and will be reaching out to you via our customer service portal to ensure all concerns are fully addressed and resolved to your satisfaction. Thank you again for your support and understanding. 

  Sincerely,

  The Zwilling Team

  Customer Answer

  Date: 05/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You need to do better - while I can understand the confusion on an accessory and can write off the shears as a website misprint there are inconsistencies in the set itself which based upon your response should not be.  

  Upon deeper review this is actually a little worse than I had originally thought as there are discrepancies with the set itself.   As per your website description for this set it should have contained the following as part of the set.

  2.75-inch birds beak peeling
  7-inch hollow edge santoku
  8-inch slicing

  These were not included and it seems the following were substituted in.

  3paring
  5santoku
  5.5boning
  

  Now the deceptive part - if you look closely at the pictures, they do not match the text of the description of the set!  

  
  Upon comparing, its noise 10 bucks here, 10 bucks there etc but something that was very unexpected when making this purchase.  The best comparison I can come up with the client experience when buying a ***** vs the experience buying a Mercedes.  I guess I went into this thinking I was getting the Mercedes of knives but ended up getting the banged-up Dodge.   I spent a lot of time deciding between Cutco, Wustholf and Zwilling and don't have a warm fuzzy feeling.  For all I know, these are made in ***** and stamped made in ********  How would anyone know?
  
  As for order number #*******,I was told this was placed however I have not seen any tracking info or received any notification from ************** that I have anything inbound.  Its only been about a week that crossed a US holiday so maybe the next few days I will see something.

  Thanks for hearing me out. 

  
  ***
  

   

   

   

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** ***********
  
  
  
  
   
  

  Business Response

  Date: 06/02/2025

  Dear *** ************************ you for taking the time to share your detailed feedback. At Zwilling, we highly value transparency and our customers' trust, and we'd like to address your concerns directly to provide more clarity.

  We understand your frustration regarding the differences in knife sets sold through varying vendors. To explain further, Zwilling partners with retail outlets to offer exclusive configurations tailored to their customer needs. Although these sets might share the same model number to indicate the shared product line, the included items can vary to fit specific market demands. This is a common practice in the industry to accommodate diverse consumer preferences across regions and channels.

  Our aim is never to mislead but to provide quality products through trusted retailers. We regret that this has caused confusion in this regard.

  Regarding the complimentary sharpener promised to you, we assure you that it is currently processing and will be shipped out shortly. We sincerely apologize for any delays in this matter and appreciate your patience. If for any reason you do not receive the item within the next 7 days, please dont hesitate to reach out to **** will prioritize resolving the matter swiftly.

  Finally, our offer to exchange your set for the version available on our official website still stands. We want every customer to be fully satisfied with their purchase, and we remain happy to assist you further should you choose to move forward with that option.

  Thank you again for the opportunity to address your concerns.

  Sincerely,
  The Zwilling Team

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ***********
  
  
  
   
  
  

• Initial Complaint

  Date:05/16/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order has not been delivered,but the status shows it was delivered.I have tired contacting customer service by email but have received no response and have not been able to reach anyone,Now I'm being asked to issue a refund,

  Business Response

  Date: 05/19/2025

  Dear *** ***,

  Thank you for bringing this matter to our attention. We're very sorry to hear that you have not received your order, and we sincerely apologize for the inconvenience and frustration caused.

  Upon review, we can confirm that your order was shipped in multiple packages and that tracking information currently shows both as delivered. That said, we understand your concern and want to help resolve this promptly.

  To ensure we can assist you securely and gather the necessary information, we will be reaching out to you directly via email through our secure customer service portal. Please look out for our message shortly so we can confirm the status of your delivery and take appropriate next steps, including initiating an investigation with the carrier if needed.

  Thank you for your patience and the opportunity to address this. We look forward to resolving the issue to your satisfaction.

  Sincerely,

   The Zwilling Team

  Customer Answer

  Date: 05/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:Please proceed with the investigation. I hope to receive a refund after the investigation. I wont be satisfied until the refund is issued.
  
  

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:waiting for refund

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  *** ***
  
  
  
  
   
  

  Business Response

  Date: 05/31/2025

  Hello ***,

  
  Thank you again for following up with us. We sincerely apologize that you are still waiting for your refund, and we truly appreciate your continued patience.

  As communicated in our email sent directly to you on May 27, 2025, we processed a full refund to your original method of payment under reference number #********, following confirmation from *** that both packages from your order were lost in transit. Refunds typically take *********************************** some cases, up to a full billing cycle depending on the processing time of your financial institution. As it has only been a few business days, we kindly ask that you allow for a little more time for the refund to appear on your account.

  We completely understand how frustrating this situation has been and want to reassure you that your refund is actively in progress.
  Thank you once again for your patience and for giving us the opportunity to make this right.

  Sincerely,
  The Zwilling Team

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 10 piece set of pots and pans on 11/14/2023 that touted a lifetime warranty. In about 1.5 years time of use the pans have gotten to the point of nearly unusable for how bad they stick when cooking and are impossible to clean. I shared the evidence with zwilling and while they initially rejected my warranty for claiming I improperly used the pans, they later confirmed my order is covered for a replacement, but I would be responsible for mailing my set to them, across the country at my own expense. They do not offer alternatives for returning the set to an in person location where I purchased them. The costs for return shipping are nearly half the cost of buying a brand new set, and the company is dismissive of the inconvenience and say they only cover what they have to. The strong nonstick claims and lifetime warranty feel predatory and deceptive when in order to use the warranty you have to spend upwards of $100 to use it. Furthermore, upon looking online I found numerous other accounts of customers feeling the same, saying their warranties were also rejected, the company feels scammy, has terrible customer service, and their warranty feels inaccessible for other people who also purchased their product from their partnering retail locations and now how to foot the cost of paying to return their faulty products via mail at their own expense. I hope for either a refund or replacement set, or at least the company make ammendments to their policy that customers can return their sets to in person locations or be comped the cost to return the defective goods to the company at their expense.

  Business Response

  Date: 05/02/2025

  Thank you for taking the time to share your experience with us. We genuinely value your feedback and sincerely apologize for the inconvenience and frustration you've encountered with your cookware and the warranty process.
  

  At Zwilling, we stand behind the quality of our products and are committed to ensuring our customers feel supported when things dont go as expected. Please know that your concerns have been heard and are being taken seriously.
  
  To help ease the process and ensure a smoother resolution, we will be providing you with a prepaid return shipping label along with a pre-authorization slip, which will be sent to you shortly via email through our secure customer service portal. Once your return is received and processed, your replacement cookware will be shipped to you at no cost.
  
  To provide some clarity moving forward, our standard warranty policy typically requires customers to cover the cost of returning damaged items to our warehouse. This approach helps ensure consistency across all claims while allowing us to fully cover the cost of the replacement product and shipping. That said, we understand that every situation is unique, and in this instance, were happy to offer additional support to help bring your experience to a more positive conclusion.
  
  We truly regret the inconvenience this has caused and appreciate the opportunity to improve your experience with us. Thank you for choosing Zwilling. We look forward to restoring your confidence in our brand.

  Warm Regards, 

  The Zwilling Team

• Initial Complaint

  Date:04/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is regarding on my online order ***************.I received a 15% discount code (******************* from Zwilling, which was the primary reason I decided to purchase the Braiser in order ***************. Unfortunately, when I submitted my order, a glitch on my computer caused the code to be omitted during the final submission. I contacted customer service to request the 15% discount be applied retroactively to my purchase after verifying that the code was valid for this item (see the attached screenshot), but they denied my ********** resolve the issue, I decided to return the item and repurchase it with the discount applied. As a result, I traveled 35km to the *********************** to return the item. However, I was informed that returns for online orders are not accepted at the store and that I would have to mail the item backcontrary to what is advertised on their website.I reached out to customer service again, requesting one of two reasonable remedies: (1) applying the 15% discount to my original purchase or (2) providing a prepaid return label, especially given that I had already made the unnecessary 35km trip to the store. Once again, both requests were denied. To add to the frustration, I was advised to cancel the online return and to return the item in-store again, even though the store had already refused to accept the return initially.This experience has been frustrating and has wasted my time and efforts. Zwillings handling of this matter has been unsatisfactory, and its inconsistent policies have caused undue inconvenience.I am requesting immediate action. I believe the following solutions are fair and reasonable:(1) Apply the 15% discount code to my original purchase.(2) Or provide me with a prepaid return label to return the item.

  Business Response

  Date: 04/28/2025

  Thank you very much for your patience and for taking the time to share your feedback with us. We truly appreciate the opportunity to address your concerns.

  We sincerely apologize for the inconvenience and frustration you experienced during your recent shopping experience. At Zwilling, we are committed to ensuring that our customers feel valued and supported. After carefully reviewing your case, and in recognition of the circumstances, we are happy to honor the 15% discount on your original order.
  A refund equivalent to 15% of your original purchase price will be issued back to your original form of payment. Please allow 710 business days, or up to a full billing cycle, for the refund to reflect in your account, depending on your financial institution.
  For your future reference, we would like to kindly share that discount coupons generally cannot be combined with any other promotions or offers, and certain exclusions do apply. Discount codes are not valid on Flamkraft products, clearance purchases, items marked as visual imperfections, special sales, or gift card purchases. We appreciate your understanding and are continuously working to ensure these guidelines are as clear as possible for our customers.

  Thank you once again for giving us the opportunity to make this right. We truly value your business and look forward to serving you again in the future with the high-quality experience you expect from Zwilling. Should you have any further questions or need additional assistance, please do not hesitate to reach out.

  Warm regards,

  The Zwilling Team

  
  

• Initial Complaint

  Date:02/04/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First of all, I was supposed to get 20% off and 10$ my order. They refuse to honor it even though nowhere does it stats that you cannot use them together! Then their customers service keeps purposely disconnecting chat because they are lazy and don't want to do their job. I was sent a damaged dutch oven and gave them proof. They want me to sent it back but I'd have to go drop it off at **** I don't have a car and am disabled so i cannot drive it to *** to drop it off. They refuse to schedule a pick up for me. This item was delivered via mail to my apartment. It was purchased online. I'm at the point where I just want my money back. They need to sent me a check. I'll just toss the damaged dutch oven.

  Business Response

  Date: 02/18/2025

  Thank you for bringing this to our attention. We sincerely apologize for the issues youve experienced and for the frustration this has caused.
  
  First and foremost, we deeply regret that the Staub Pure White 7-qt Cocotte you received was not up to the high standards we strive to maintain. This is certainly not the experience we want for our customers, and we sincerely apologize for the inconvenience and disappointment this has caused.
  
  Regarding the 20% discount and the $10 off offer, we understand your concerns. The reason these offers cannot be combined is because the item you purchased was already on sale and discounted. However, we did apply the 20% discount to your order, and you can still use your $10 off coupon for a future purchase. Rest assured, the coupon will not expire, and we encourage you to use it on your next order.
  
  We also deeply regret the difficulties youve encountered with our customer service. Disconnections or delays are never intentional, and we apologize if you felt that our team did not fully address your concerns. We are committed to improving our service, and your feedback is invaluable in helping us achieve that.
  
  We understand the situation regarding the drop-off to **** and we truly sympathize with your challenges due to your disability. We had arranged a pick-up for the Staub 7qt cocotte on February 6th between 9 AM and 8 PM. Upon checking with **** we learned that they did attempt to pick up the package but were unsuccessful for some reason. We will contact you directly on our portal to schedule another *** pick-up time as soon as possible so that you do not need to worry about dropping it off yourself.  
  Regarding your refund, we will be reaching out to you directly through our portal with clear instructions on the next steps, so you have all the information in one place. We want to make sure this process is as smooth and convenient for you as possible.
  
  We greatly appreciate your patience and understanding as we work to resolve this matter. Your satisfaction is our top priority, and we are here to help in any way we can.
  The Zwilling *****************************

  Customer Answer

  Date: 02/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  You guys randomly picked a date and time for *** to come by WITHOUT consulting with me 1st when would be a good day and time. You guys also kept telling me I had to go drop it off, and it was nothing but a headache to get you guys to even agree to sent *** to pick it up. You cannot just schedule something without asking your customer 1st, which is why the pick up was unsuccessful! At this point you guys have caused nothing but stress and anxiety to me having to deal with this. And you guys want to sent me a gift card to buy another one when you guys told me that it is sold out, so there is no need for me to have the gift card. I had to purchase the git card to be able to use my **** gift card, as your system doesn't allow for split payment other than a zwilling gift card and then a bank card.  I just want a full refund to my bank for this inconvenience and trauma your company has caused to me. 

   

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

  Business Response

  Date: 02/25/2025

  Thank you for reaching out and sharing your concerns. We sincerely apologize for the inconvenience and frustration caused by the condition of the white 7qt cocotte you received. Its our goal to ensure every customer is completely satisfied, and we regret that your expectations were not met during this experience.  
  
  These items are carefully packaged in ******, and while we take great measures to ensure the quality of each product through spot checks, we regret that this issue occurred. While the overspray is entirely safe, we completely understand why this does not meet your standards, and we deeply regret that we did not have the opportunity to meet your expectations at first.  
  Regarding your request for a refund, as per our policy and the manner in which your original purchase was paid, we're only able to issue a resolution in the same format. We will be sending you a new gift card code, which you can use at your conveniencewhether its for the white cocotte when its back in stock or any other product of your choice.  
  We completely understand and regret that youre not satisfied with this outcome, but it is the best solution we can provide in compliance with our process.  Once the cocotte is returned to us, we will promptly finalize the transaction. Please let us know when you would like us to schedule a *** pick-up at a time that is most convenient for you.

  Please know that we truly value all feedback and are committed to improving our service. Should there be any further questions or if we can assist you in any other way, dont hesitate to reach out. 

  Warm regards,  

  The Zwilling Team

  Customer Answer

  Date: 02/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Your system wouldn't allow me to sue my **** card to purchase it, which forced me to have to buy a gift card from zwilling to use it on your website. I have no use for the gift card, so a full refund will need to be issued back to me on my **** card. Since you guys refuse to acknowledge that your team dropped the ball, we will seek legal action at this point. 

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ****** *******
  
  
  
  
   
  

• Initial Complaint

  Date:01/24/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered knives from this company. They charged my credit card in full but did not give me a tracking number or process information. I did get a confirmation email from them, however with an order number. It is now been 10 days and I have reached out directly to the . They did give me a tracking number three or four days ago, but it leads to nowhere. All it says is processing. Im getting Nowhere with them. I would like my money refunded. It seems that either this is a scam or they are having some internal problems at their company and cannot fulfill orders.

  Customer Answer

  Date: 01/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ********
  
  
  
   
  
  

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  date of transaction: November 22, 2024 amount of money paid: ****** what the business comitted to provide & what the nature of the dispute: I purchased a brand new product without visual or quality imperfection. 7 qt, Round, Cocotte, White Truffle. I purchased a brand new product but they sent a visually and qualitatively imperfected item. I requested for a replacement but the company refunded me without my consent.The problem is that I used a 20% coupon on top of 36% holiday sales adding up to 56%. They refunded me so that I would purchase another one at a full price instead of discounted price that I currently have.whether or not the business has tried to resolve the problem:- I requested a replacement but the item went out of stock.- *********** refused to send me a replacement when the stock come back.- *********** refused to provide me the same pricing when the stock comes back.*********** wanted me to purchase the item again at a full price.They mocked me by pretending to be generous and offering me to take %20 coupon which I should rightfully get back because I used 20% coupon to make this purchase. But they pretended like if this is a compensation for inconvenience.I pointed out that I used 20% coupon so if I were to be compensated, I should get additional 20% coupon that can be used additively. However, the company refused.And then the company provided 30% which has a catch to it. It cannot be used with any discounted items or with another coupon. *********** does sales often greater than 30% and currently the item is on 36% sale. Hence, the coupon they offered cannot be used and it is practically useless.Desired Resolution:Replacement with good quality item without visual and quality imperfection when the item comes back in stock and express shipping or Store credit/coupon of 56% (the same deal I had) or greater and express shipping or Same pricing of the item I purchased when the item comes back in stock and express shipping

  Business Response

  Date: 01/27/2025

  Dear: ******** ***

  Thank you for reaching out to share your concerns and for bringing this matter to our attention. We sincerely apologize for the frustration caused by your experience and that it has taken so long for us to resolve this issue for you. We understand how important it is for you to receive a product that meets your expectations, and we appreciate your patience as we work to resolve this matter. 

  To make this right, we would like to offer you a replacement. We will be reaching out to you directly via email to discuss the details and assist you further so that we can have all the necessary information under one portal. 

  We appreciate your patience and understanding as we work to turn your experience around and we thank you for giving us the opportunity to resolve this matter. We sincerely hope to restore your trust in our brand.

  Warm Regards, 

  The Zwilling Consumer Relations Department

  Customer Answer

  Date: 01/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  In an attempt to resolve the issue, the business contacted me and instead of offering a compensation or sincere resolution alternatives, they attempted to make another sale. They wanted me to buy their unpopular color choice product and get rid of their stock instead of the product I want to buy which is more popular choice. Those are the colors that have been in sale for a long time but not getting sold throughout the holiday season. They offered this and called it a "replacement." This is a mockery.

  Please help.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** ***
  
  
  
  
   
  

  Business Response

  Date: 01/31/2025

  Dear ******** ***

  Thank you for your response.

  We sincerely regret that you feel this way, and we apologize for any frustration this situation has caused. Our intention was never to make another sale, but rather to provide a resolution based on the options available at this time.

  As previously mentioned, the color you originally purchased is currently out of stock, and we do not have an estimated restock date. Given your request for a replacement rather than a refund, we offered an alternative color for the Staub 7qt Cocotte to ensure you receive your item as soon as possible.

  Our goal was not to cause any inconvenience but rather to prevent further delays, as we understand this issue has been ongoing for some time.
  We will be reaching out to you directly via email to discuss additional options alongside those we have already provided. Your satisfaction is our priority, and we want to do everything we can to make this right. 

  Thank you for your understanding and patience while we work on resolving this matter for you. 

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Cherry ******* cocotte from the merchants website on November 27, 2024 (Order #***************). However, the color of the product I received is drastically different from the pale pink shown in the online photosits a deep purple. While the merchant claims this variance is due to lighting and insists it is the same color, I believe the difference is so significant that it exceeds reasonable expectations and amounts to misleading advertising. Additionally, *** come across reviews from other customers who received cocottes matching the website photos, suggesting a potential batch production issue.The merchant has refused to provide a prepaid shipping label, stating that the only way to avoid shipping costs is to return the item to a local retail store. However, the only store in the state of ********** is 33 miles away from my location, making it highly inconvenient to travel such a distance. Given this, I request the merchant to provide a prepaid shipping label to facilitate the return. Alternatively, I am willing to accept either an exchange for a cocotte that matches the advertised color or the option to return the product to a local authorized retailer within 10 miles of ZIP code *****.I strongly believe the merchant should cover the cost of return shipping, as it is unreasonable to expect the customer to pay for returning an item that does not match its advertised description. Or, the business should at least provide a partial refund as compensation for the significant color variance for me to keep the item.For reference, I will attach images of the cocotte I received alongside the photos shown on the official website for comparison.

  Business Response

  Date: 12/30/2024

  Thank you for your message. Ive carefully reviewed the image you provided alongside our online product listing, and they appear to match exactly. I sincerely apologize, but I cannot identify any discrepancies based on the image you shared. Once we receive your return, well promptly process your refund.

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on the Zwilling website on Saturday 12/8 for a set of pots and pans. I realized the wrong set was ordered and placed a new order on 12/9 for the correct one. I called Zwilling on 12/9 to cancel the duplicate order, less than 24 hours after the initial order. I was told the order had already shipped and could not be canceled. I checked my online account days later on 12/11 and the order status was still listed as not shipped. I called customer service again on 12/11 requesting the duplicate shipment be canceled. The customer service representative confirmed that the item had not been shipped yet, but that told me that online orders cannot be canceled. Rather than simply not ship a ****************************************** anyway, then have me return it and pay for return shipping. The item has still not shipped 72 hours after I requested the cancelation, and there was ample time for the shipment to be canceled.

  Business Response

  Date: 12/30/2024

  Thank you for reaching out. I sincerely apologize for the issue you encountered while placing your order. As noted on our website, we are unable to modify or cancel orders once they have been placed due to system limitations. While we understand this can be frustrating, we include this information to ensure transparency.

  To make things right, if you have a Zwilling retail store nearby, youre welcome to return the unwanted item for a full refund within 60 days of purchase. Once again, Im truly sorry for the inconvenience and appreciate your understanding.

  Customer Answer

  Date: 12/30/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  You didnt even try to resolve the complaint.   Had you bothered to look up my order number you would see that I live hundreds of miles from a physical store.    Moreover, you would have seen that after several phone calls and emails I was provided with a prepaid shipping label to ship the 22 lbs package back that I repeatedly asked you not to ship to me a week before the shipment date.   The order has been sent back.

  If you truly cannot cancel an order 7 days before it ships, your systems must be in need of an upgrade.   Your customer service is among the worst I have ever experienced.    I will never order from your website again, and I would urge others to avoid as well.

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***** *****
  
  
  
  
   
  

• Initial Complaint

  Date:12/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned 3 knives for warranty exchange because they were chipped at the end just like the store employee told me to do and now the warehouse changed their rules about warranty stole my knives for which I have Tracking and person who signed for them and telling me they dont have them and cant help me

  Business Response

  Date: 12/06/2024

  Hello *******,

  Thank you for reaching out to us and for your patience as we work to resolve this matter. We deeply value your feedback and are here to ensure you receive the best possible service.

  After reviewing the proof of return you provided, it indicates a return of one item weighing approximately 2 lbs. Based on this information, I can arrange a replacement for one of your knives.

  Should you have further details or the ability to obtain a more accurate receipt from your shipping carrier, we will gladly reassess the return and replace all three items as needed. Additionally, I sincerely apologize if there was any confusion or incorrect information regarding our return and warranty process. For reference, the full details of these policies can be found on our website, on the same page where you printed the return form.

  Please feel free to provide additional information if available, and well be happy to assist further. If you have any questions or need assistance with obtaining documentation, don't hesitate to reach out.

  Thank you for your understanding, and we look forward to resolving this for you.

  Best regards,

   

  Zwilling Consumer Relations 

  Customer Answer

  Date: 12/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  One piece stands as the business claims is one piece of envelope not knife ***** doesnt know whats inside or how many pieces please see below for specs as per zwelling website on the knives sent in regards to the weight they described it totals exactly the weight of the 3 knives inside as per the itemized specifications for the 3 knives and weights correspond with their product number 
  One is .58 lbs
  2nd one is .45 lbs
  3rd one is .10 lbs

  total 1.13 plus the envelope so would equal close to 2 lbs like the package said please replace all 3 knives I sent in for warranty 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******* ******
  
  
  
  
   
  

  Business Response

  Date: 04/26/2025

  We apologize that this case has not been updated. We have been corresponding via email through our service center. While we were unable to verify receipt of these knives, we went ahead and submitted a warranty replacement order, Order # (********) for the ZWILLING ****** - EUROLINE Stainless Damascus Collection 8-inch, Chef's Knife, ZWILLING ****** - EUROLINE Stainless Damascus Collection 9-inch, Slicing/Carving Knife and the ZWILLING ****** - EUROLINE Stainless Damascus Collection 3.5-inch, Paring Knife. 
  Package delivered via tracking - *************

  DELIVEREDSat, Dec 28, 2024 11:20 AM ***************, **, **
  Shipped to
  
  *************************************************************************