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:03/31/2023

  Type:Service or Repair 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.

  The bottom of my Staub 7 Quart Cast Iron Braise and Grill, from Zwilling was degraded after the first use. On March 8, 2023, I called Zwilling and spoke with *******, who concurred it should not have and was under warranty. He stated he would send a return label and from that point I would receive a replacement within 7-1- business days. No label was sent. I left a voice message for ***** requesting the label March 11. On March 13 I called again. I finally received a label and sent it out immediately. Zwilling / ***** received the pot March 16 at 9:41 AM, per tracking it was delivered to the front desk. No word from Zwilling that day or the next.At 4:25 PM on March 17th I called Zwilling and spoke to *****, who said he would put in an order for the replacement and I would recieve a confirmation email of the order. The order confirmation was not sent. On March 22 I inquired via email about the replacement order and requested tracking information. Zwilling responded, "our replacement order has been processed for 03.17.2023". Tracking information was refused. As of 3/30/23, well beyond time frame or stated potential delays, Zwilling has refused to send the replacement, or follow-up on any level.

  Business Response

  Date: 03/31/2023

  Hi *******. Please check your email, we responded to your message yesterday at 10:42am. 

  Customer Answer

  Date: 03/31/2023

  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:

  My complaint was filed after receiving the email referenced within their response. They are refusing to honor their warranty and send the replacement which was to have been sent and received by me, by now - even with the stated potentatial delay. We are well outside of all time frames and Zwilling / ***** has refused to send replacement. 

  There is simply no excuse left. I have had to contact them too many times - each time they provide a different excuse to delay sending the replacement - as they did today - with the response to the BBB, that provided zero information They are well aware when the complaint was filed and are simply demonstrating another non-answer / delay tactic. 

   

   

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

  
  Sincerely,
  
  * ******
  
  
  
  
   
  

  Business Response

  Date: 05/04/2023

  Hello *******. Thank you for taking the time to speak with me today. We look forward to resolving this matter for you. 

  Customer Answer

  Date: 05/08/2023

  Better Business Bureau:
  
  Thank you so much to the Better Business Bureau - *** Mid-****** Region and BK for facilitating a path to resolution and to IR of Zwillling / Staub for reaching out and resolving the matter.

  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:03/20/2023

  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 sent back a warranty return which was confirmed as received on March 1 by Zwilling. However they have not credited me the money back for the $279 warranty return on March 1. On February 22 Zwiling had sent me an email to ********************** confirming and promising a $279 credit as soon as they received my warranty return to use on any items I wanted to purchase on their website. Following their directions in the email they sent me on 2/22 I then made the purchase and called customer service to ask them to apply the credit to the order I had just placed, to which they refused. Zwilling has charged my credit card for the full price instead of removing the $279 for the return you have already received from me on March 1. I have had to now open a dispute with my credit card company. The order number is US-ON-*********. Please escalate this matter to both their billing and corporate management. As the US customer service manager has not been responsive nor helped me. They have not responded to my emails in 2 weeks. Thank you kindly.

  Business Response

  Date: 03/22/2023

  Hello *******. We've been very responsive to your emails, responding within 1-2 business days. Our Consumer Relations team did agree to provide you with a gift card for $279.00. The agent explained to you that our system was undergoing maintenance for a few weeks and the gift card would be processed after the maintenance was completed. Even after you decided to place your order and didn't wait for the gift card to be issued, our Consumer Relations supervisor contacted you twice to resolve your issue. Per yesterday's conversation with our Consumer Relations supervisor, this matter has been resolved. 

• Initial Complaint

  Date:03/16/2023

  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.

  Order was placed on 10 March 2023 (**************** and at the time was quoted a ***** business hour turnaround for shipment. I called the company immediately after receiving the order as there was an incorrect item purchased due to a technical issue. A customer service associate by the name of ***** took my call and told me that he was unable to make any adjustments at the moment because the system was undergoing maintenance and that he did not have access to view the order. ***** assured me that once the system was back online that he would rectify the issue with his manager and would call me back on Tuesday, 14 March. I did not hear from ***** by the end of the business day and so called customer service to follow up with him on the case. I was sent to another associate who informed me that he could not resolve the issue and so I requested that my entire order be cancelled especially since it was now 3 business days from the time of purchase. I was told that it was not possible and that I should refuse the package even though it had not yet shipped. I explained that I lived outside of the country and now the package would not be delivered in time so I need to cancel entirely. He took my number in the same way that ***** did promising that his team leader, ********* would call to discuss. ********* never bothered to contact me. Its been 4 business days and my order has not shipped and will not be received before I return to my country of residence. I am further escalating this issue so that my cancellation is granted and I never have to do business with such a dishonest company and group of staff.

  Business Response

  Date: 03/16/2023

  Hello *******. We're so sorry that we were unable to cancel your recent order. While our system was undergoing maintenance, we were unable to cancel any pending orders. The *** tracking shows that your order was delivered today. We'll email you with instructions if you would like to return your order. 

  Customer Answer

  Date: 08/09/2023

  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:

  What a disaster! After an infuriating back and forth between the company - I was finally sent a pre-paid shipping label to return unwanted merchandise as a result of a shipping delay. I live out of the country so trying to address this as been even more complex. I still have not been refunded the money for the returned merchandise which is consistent with the type of customer service I experienced during this issue and other complaints on the site. Give me back my money!!!

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

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

  Business Response

  Date: 08/09/2023

  Hello *******. We apologize that your refund wasn't processed in a timely manner. Our Consumer Relations team has successfully processed your refund and has sent email confirmation to you. Please reply to the email if you have any further questions. 

• Initial Complaint

  Date:03/08/2023

  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.

  Was sent a return label from Zwilling for a warranty replacement of an item that was about 1 month old. They stated in the email that a replacement would be sent out as soon as the item was scanned at **** Its been three weeks now and they say their system is down and they dont know when they can send a replacement. They also said they dont know when they could issue a refund. They also cant send my product back to me. So, I dont have the product they do. They have them in stock but wont send the replacement after saying it will be replaced nor will they give me a refund. This is not normal business and it seems they are not being honest. I have emails supporting my claims.

  Business Response

  Date: 03/10/2023

  Hello ******. Thank you for bringing this to our attention. Someone from our Consumer Relations team will contact you today to resolve your issue. 

• Initial Complaint

  Date:02/21/2023

  Type:Product 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.

  RE: Order US-ON-********* I am writing to file a complaint against Zwilling J.A. Henckels for an item that does not match its description and poor customer service. I purchased a "********************** SPIRIT CERAMIC NONSTICK 9.5-INCH SAUTE PAN, 18/10 STAINLESS STEEL" from their website, based on the description that the product was made in *****. However, upon receipt of the product, I discovered that it was actually made in *******.I requested a return of the product, but the company's customer service team insisted that I pay for all shipping costs and that they would only refund the original price of the product less the shipping costs. I believe this is poor customer service, as I should not be held responsible for the company's error in the description of the product.I have attempted to resolve this issue with the company directly by contacting their customer service team, but they have not provided me with a satisfactory resolution to my problem. I am seeking a full refund for the product, including the shipping costs, and I request that the company provide me with a pre-paid shipping label to return the product.Thank you for your attention to this matter, and I look forward to hearing back from you soon.

  Customer Answer

  Date: 03/01/2023

  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:01/23/2023

  Type:Customer Service 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 staub tea kettle, which came with a lifetime warranty. As is often the case with this product (according to numbers reviews/complaints) the interior coating chipped away and the exposed material beneath rusted and the damage made it unsafe to continue using. I contacted the company about replacing the kettle and provided photo evidence of the damage. They responded over a week later asking for me to mail them the kettle so they could inspect it (note: they did not offer to pay for shipping), but as I was moving across the country I had just disposed of the kettle rather than ship a defective and unusable item across the country. I told the company this was the case and they refused to help further.

  Business Response

  Date: 01/23/2023

  Hi *******. Thank you for taking the time to contact ZWILLING. Were very sorry to hear that youre experiencing a problem with your Staub kettle. We've escalated your request to our warranty department manager ******, someone will contact you shortly to resolve your issue. 

• Initial Complaint

  Date:01/17/2023

  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.

  Zwilling sent me a 3.5 quart ******* pan with damage to the inner surface. I have been trying to contact customer care, but the web form does not work and the phone number leads to a recording that simply says call back later. I have tried each of these methods more than a dozen times since receiving the product. I would like to exchange it for one without a visible defect. However, I am at a loss for how to contact this business for help!!

  Business Response

  Date: 02/14/2023

  Hello *******,

  Thank you for taking the time to reach out to us through our Better Business Bureau page.  One of our supervisors will be calling you shortly with some wonderful next steps.  I'm sure that we will be able to assist you in finding the best solution.

   

  Best Regards

   

  ***** 

• Initial Complaint

  Date:01/17/2023

  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 contacted Zwilling/Staub toward the end of 2021 in order to initiate a warranty claim. Although I initiated the claim on my end, I never got any kind of response from this company. After many emails, calls, chats on ******** and through other social media, I was finally placed in contact with a manager named ******* mid-December 2021 who told me that my warranty replacement had been approved, but that the color of my Dutch oven was on back order for 12 to 18 months. She promised that she would send me a return shipping label for the defective Dutch oven and that during the warranty process I would be given other options for replacement items should I not want to wait the 12 to 18 months for the color in size that was being warrantied. Since that time, as I mentioned I have made numerous attempts to contact this company through numerous channels with automated responses but nothing actually ever being done. I have another item, the same color with the same issues, that needs to be submitted for warranty but I've been holding off because this warranty experience has literally been the only customer service experience that I have ever had in my 50 plus years, where I contact the company dozens of times over a period of dozens of months, and the company chooses, or is so utterly incompetent, to do nothing. Please, either you have a warranty or you don't. If you check under my name and email address you will see there are many customer service issues that were escalated for responses that never received any. Please help me get customer service from this horrific company.

  Business Response

  Date: 02/14/2023

  Hello ******. Our Consumer Relations manager has attempted contact you and there was no answer. We've also responded to your recent ******** message and there was no response. Please let us know, the best way to contact you. 

• Initial Complaint

  Date:01/11/2023

  Type:Product 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 and returned 2 items STAUB 12-INCH, BRAISER WITH GLASS LID, BLACK MATTE and ZWILLING 3-PC, STAINLESS STEEL CHEESE KNIFE SET last month. The braiser had scratch on the surface and cheese knife set looked opened items. It's been over 3 weeks since the package was delivered but still no refund. I contacted Zwilling and nobody responds to me.

  Business Response

  Date: 01/18/2023

  Hello *****,
  
  We are so sorry to hear that you have not yet received your refund. Please accept our apologies for any inconvenience this may have caused.
  
  Your refund will be processed within 3-5 business days. Please allow a full billing cycle for the funds to reflect in your account. 
  
  We apologize for the inconvenience and thank you for your patience and patronage.
  
  If you have any further questions or concerns please don't hesitate to contact us.
  
  Best Regards / *** freundlichen Gren
  Your ZWILLING **************** Team

  Customer Answer

  Date: 01/20/2023

  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:01/06/2023

  Type:Product 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 got a knife as a wedding set and sent them the information. Now they are playing games with me and all I want is a replacement per the warranty for my 4 in paring knife. I sent them picture after picture after picture. This has been going on for 10 months.

  Customer Answer

  Date: 01/17/2023

  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. They actually went above and beyond to handle this situation and their apology was accepted and situation has been handled. Thank you. 
  
  Sincerely,
  
  *************************