Customer ReviewsforZwilling J.A. Henckels, LLC

We bought these pans through ****** approximately 1 year ago. The Teflon is already coming off of the pans. Very disappointed. You would think they would last for a bit.

Hi *****. We're sorry that your Henckels fry pans are defective. Please respond to our email, so we can assist you with resolving this issue.

I ordered STOCK POT and other medium size STOCK POT - online - on Dec 26/23 -- Unfortunately to this date Jan 23/24 - I Have yet to receive the product's or a refund or anything helpful. I Didn't even get this order yet.1) ERROR in shipping - ***** problem (so I filed a claim)2) Likely a ***** issue - BUUUUUUUUT - the customer service on the end of ********************** - so far absolute GARBAGE. -3) Here's the ***** DIALOGUE: Me: "Hey I have not gotten my order from Dec 31/24 yet." ($220 in spends)ZWILLING Rep: "the ***** tracking shows successful delivery" - see photo of your door/house. Are you sure you didn't receive the package? ME: "yeah, THEY sent to wrong house." (see my photos of my home '' attached") -ZWILLING: "Well, The picture From ***** looks like the same color as your home that you attached are you sure you didn't get the package?"ME: Yes, I'm sure I didn't get it. I see that the house from ***** - looks lightly colored , with Vinyl siding and STUCCO bottom on exterior - The difference I want to point out is... "MY HOUSE IS STUCCO - exterior ENTIRELY." (attached another photo of FRONT DOOR of my home).ZWILLING: - silence - -JAN 23/24 update ME: (can you tell me what to do in this case? Should I continue speaking with *****? or will you help me to rectify this issue?)I'm still waiting for response from ZWILLING.

Hi ******. Your BBB review has reached Zwilling ***, we'll pass on your message to Zwilling ****** customer service team. Please use the information below to contact our colleagues in ****** for assistance with your order. Here is their information:ZWILLING J.A. HENCKELS ****** *** Tel: ************ Email: ********************************

I ordered and received a 45 piece set of OPAL flatware. I have arthritis in my hands and the handle of this flatware made it difficult for me to use. I contacted Zwilling via the website on the day I received this order 1/10/24 and began a request for return and refund. I called a couple of days later and was reassured that someone would be in contact with me to send a return label so I could ship it back to them. I did not hear back and called agin on 1/15/24 and was reassured i would hear back within the next 72 hours. It is 1/23/24 and I still have not heard back. I called again today and the agent stated they are having "system issue while processing your return" and stated they are having IT issues. They could not give me an ETA on when I would receive the return label. Very poor customer service! I am still waiting for a return label.

Hi *******. We're sorry that your return request was delayed. We do see that a prepaid label was emailed to you on 1/23 at 2:21pm. Please email us, if you have any questions regarding your return.

I have ordered two frying pans and a universal lid on the Zwilling website. The pans are fine but the lid was not good as it didn't fit the pans well. I returned the lid to Zwilling for a reimbursement. I have had to call them several times about the reimbursement. They say they are working on it and will get back to me by phone or email. They have done neither. I then discovered they sent me only ten dollars when they were supposed to send me 36 dollars. I sent them the proof with my credit card statement but they refuse to do anything about it. This is bad customer support which is done out of ************. I can't get any ** support since they say all ** support is done in ************. Trying to get a supervisor on the phone or to call me back is impossible. They don't reply with calls or emails. They owe me additional monies and refuse to reimburse correctly. This is bad customer support. This will be the last time I order anything from Zwilling.

We are so sorry to hear that your recent experience with our Consumer Relations team. Please know that we take these matters seriously, as we pride ourselves on the quality and workmanship of our products. Your feedback is invaluable to us as we strive to grow and better ourselves as a company. Your refund has been successfully processed and we are happy that this matter has been resolved.

I purchased a $458- 19 piece knife set on Dec 21st. Within 15 minutes of my purchase I found the same knife set elsewhere for +$100 less and decided to immediately cancel my order. When I called, the representative informed me that they could not stop the processing of the order and that it had already been prepared for shipping (although I received an email on the 26th stating that it was delayed for shipping). I was in disbelief that my order was already prepared for shipping in that short amount of time, but ok. I was told that I can return after my package had been received. I asked if I would be penalized in any way for shipping it back and was told, no. Fast forward- I receive the delivery on the 30th of December and immediately, without opening it, placed my package in the car in order to ship it back. I go online to place the request for return only to receive a message that a customer service representative would reach out to me regarding the return of my order. When that didn't occur, I placed another request. Still no response. I then called and waited on the call for upwards of ******************************************************** that they're backlogged and to wait for the email from Zwilling to return my order. The representative claims that he couldn't provide the information at the time of the call. That was on the 2nd of January. On the 9th, I also sent an email request due to no response. At the time of this review, it is the 12th of January, 2 weeks after receiving my delivery with no response from the company. I placed a 3rd request online as of today. I paid using Klarna and have asked to pause payment due to the pending return however, it will be reversed if Zwilling does provide me with the return label to allow me to return. I just want to return and to be done with this company. I vow to never make a purchase with them if this is what I have to go through. They make it impossible to reverse transactions. Note other reviews. Buyer beware!

Due to the high volume of orders received during the holiday season, its impossible for us to cancel orders once the order has been sent to our warehouse for processing. We understand how frustrating this must have been and we apologize for the disappointment and inconvenience this has caused you.Rest assured, we are committed to delivering outstanding customer service and continually improving our processes to avoid similar situations in the future. Your feedback is invaluable to us as we strive to grow and better ourselves as a company.

Order a $300 Staub dutch oven on November 22, 2023. As of December 29, 2023 I have not received it. I have sent three successive emails to their customer support a week apart, and have yet to receive even in email in response. All I keep receiving are automated emails saying that due to upgrades in their warehouse my order is delayed. $300, one month, no order status. This is called fraud.

Hello *******. We sorry we were unable to fulfill your order. We've successfully refunded your PayPal account.

I purchased a Staub cast iron oval fish pan for my husband for Christmas. It came with general care instructions but no instructions for usage, nor any recipes on how to cook with this covered pan. I have spent hours trying to contact Zwilling with telephone calls, texts and emails, with no response. I am very disappointed in the customer service for this company and am ready to return this purchase. Help!!!**************, ******** *****

Hi *****. We provide a use and care booklet with every Staub product. we do not provide recipes. Staub cast iron oval fish pan can be used on the stovetop to pan fry or **** and is oven and broiler safe up to 500F.