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:07/28/2025

  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.

  Either the software they use to communicate with customers is extremely flawed, or the people engaged in these communications are shamelessly dishonest.I was told I would be getting a replacement for a damaged knife, and a $25 refund for the absurd hassle of the warranty process. Then I was told, even though I have the emails, that they never agreed to this. Then a lady on the phone agreed with me and said they would reach out. Then I got an email essentially admitting that they had lied to me. When I responded to that email I was told their inbox was full!This is after having to call, several times, just to get them to acknowledge that I had reached out. In this day and age deceptive customer service like this cannot be excused. Zwilling ignores warranty claims, deceives, obfuscates, etc. It's insulting and probably illegal.

  Business Response

  Date: 07/28/2025

  Dear ******,

  Thank you for taking the time to share your concerns and for giving us the opportunity to respond.
  We sincerely regret the frustration and confusion you experienced throughout the handling of this matter, and we truly appreciate your continued patience as we work to make things right.

  After reviewing our full correspondence, we recognize that our communication with you did not meet the standard we strive to uphold. Specifically, we acknowledge that our initial message indicated a replacement order for your MIYABI Kaizen knife had already been issued, along with a $25 goodwill refund. This understandably led you to expect both a replacement and a partial refund.
  However, due to the return of the product to our warehouse, our internal process defaulted to a full refund of the products value, including the previously issued $25. While this decision was made with the intent of resolving the matter fairly and efficiently, we recognize that the execution, especially the communication, fell short, resulting in conflicting and confusing messages.

  To be clear, there was never any intent to mislead you. This was a breakdown in internal coordination and follow-through, and for that, we are truly sorry. We take full responsibility for the miscommunication.

  To fully resolve the matter, we are reissuing a complete refund and sending you a new replacement knife at no additional cost. We will also be reaching out to you via email on our customer service portal with further details.

  We hope this gesture helps restore your confidence in our brand. Your feedback has brought important issues to light, and we are actively reviewing our processes to ensure clearer, more consistent communication in the future.

  Thank you again for bringing this to our attention.

  Sincerly,

  The Zwilling Team

  
  

  Customer Answer

  Date: 07/29/2025

  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:07/22/2025

  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.

  I originally purchased a knife set - there was a defect in the set, and at the time, the company offered to note a credit on my account. When contacted about this credit recently, they could not find any mention of it, and support via chat has been very choppy on their end (they dropped the thread). Honor the warranty, as initially promised.

  Business Response

  Date: 07/25/2025

  Dear *** ****************** you for bringing this matter to our attention.

  We sincerely apologize for the inconvenience and confusion youve experienced while trying to redeem the in-store credit previously offered under your warranty claim. After reviewing both your recent chat history and our archived records, we were able to locate the original correspondence from 2023.

  At that time, our team offered a resolution for your defective 17-pc Modernist knife set, which was originally purchased from Bed Bath & Beyond, either a replacement with a comparable 16-pc Modernist set or a $249.99 in-store credit (gift card), with the understanding that once you confirmed your preference, we would proceed accordingly.
  It appears the in-store credit was never formally issued, as we did not receive a confirmation on how youd like to proceed. We regret that this was not clearly communicated during your recent follow-up, and we apologize for the inconsistent experience you encountered during the chat.

  To gain further clarity and ensure we fully understand the situation, we will be reaching out to you directly via email through our customer support portal to gather additional information regarding the knife set and explore how we may assist you further.

  We appreciate your patience as we work to better understand and address this matter.

  Sincerely,
  The ZWILLING Team

  Customer Answer

  Date: 07/28/2025

  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]

   

  They are refusing to honor their initial warranty and are backtracking. They also have a defective inbox which cant take any more mail since its full. 

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Customer Answer

  Date: 07/29/2025

  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:

  [Your Answer Here]

   I did confirm that I wanted the credit. Please send me a gift card for the amount. You guys have the picture in the email reply I sent you (and you replied back).

   

   

   

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

  
  Sincerely,
  
  **** *****
  
  
  
  
   
  

  Business Response

  Date: 07/29/2025

  This issue dates back two years, and in order to process compensation, we require the product to be returned. Without the product, images, or proof of damage, we are unable to honor the offer made at that time. If you wished to accept the compensation offered, the decision should have been made two years ago when the matter was first reported. Unfortunately, as the product is no longer available, we can only provide you with a coupon code for a future purchase. We sincerely apologize for any inconvenience caused and regret that we were unable to resolve this matter when the product was still in your possession.

• Initial Complaint

  Date:07/16/2025

  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.

  In 2008, I purchased a Zwilling knife. Recently, the handle broke, and I submitted a warranty request through Zwillings website. Since the original model was discontinued, Zwilling offered a 7-inch Gourmet knife as a replacement. I asked if I could receive the 7-inch Pro model instead, and a representative confirmed that this would be possible.Based on that agreement, I paid the shipping cost and mailed my original knife back to Zwilling. After more than a month of waiting, I received a 7-inch Tradition knife instead a model that is significantly less expensive and made in a different country. At no point was I informed that the Pro knife was unavailable, nor was I asked to approve the substitution.This was not the model we agreed upon, and I would not have accepted the Tradition knife had I been informed. I feel that Zwilling failed to honor our agreement and acted without transparency, which goes against fair consumer practices.I am requesting one of the following:That Zwilling send me the agreed-upon 7-inch Pro knife; or That Zwilling offer me an alternative of equal or greater value, pending my approval.I believe the current outcome is unfair, and I am seeking a resolution that reflects the original agreement.

  Business Response

  Date: 07/30/2025

  Dear *** ***************** you for reaching out and bringing your concerns to our attention. Were truly sorry to hear about the experience youve described, and we understand how disappointing it must have been to receive a product that did not meet your expectations, especially after what appeared to be a clear agreement.

  At this time, we are unable to locate your warranty case in our U.S. customer database. Based on the address provided, it appears you may be located in ******. As Zwilling USA and Zwilling Canada operate independently, we want to ensure your concern is properly directed and handled by the appropriate team.

  To confirm and best assist you, we will be reaching out to you directly via email through our customer service portal to verify your location and determine the correct point of contact for your case.

  In the meantime, we sincerely apologize for any confusion or inconvenience you've experienced, and we appreciate your patience as we work to guide you toward a fair resolution.

  Sincerely,

  The Zwilling Team

• 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.