ComplaintsforZippo Manufacturing Co

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The product was a gift and is now in a dangerous condition leaking gas and created a ball of flame. I have contacted the service department half a dozen times with no reply from Zippo. All I am looking for is a reply and service to repair.

  Business response

  04/19/2023

  To Whom it May Concern, 

  We are sorry to hear Mr. ****** reached out to the better business bureau regarding his inquiries.  Upon researching, we see that we had left messages to each of Mr. ******' inquiries requesting a call back as we needed more information from him.  He sent an email 1/7/23, 1/19/23, 3/20/23 & 4/15/23.  We left messages for him 1/8/23, 1/20/23, 3/2/23, 3/13/23, 3/23/23 and 4/16/23.  We are reaching out to Mr. ****** again today by email and telephone.  

  We hope to hear from him soon so that we can resolve his inquiry. 

  Kind regards, 

  Tammy | Zippo Manufacturing Company and WR Case & Sons Cutlery Company * ******* * ******** ********** ****** ****** *** **** ****** * ** ******* ******* ********* ************ ****** ** ************ * ** ************ ** ***************** *************** ******* **** ********** **** ************ ** ******** *** *** *** ** *** ********** ** ****** ** ***** ** ** ********* *** *** ******* ************ ************ ** *** *** *** *** ******** ********** *** *** ****** ******** **** *** *********** ******** ************* ** *** ****** ** *** ****** ** ******** ** *** ******** ** **** *********** ** ******** *********** ** *** **** ******** **** ************ ** ***** ****** ****** *** ****** *********** ** ****** *** ****** *** ******** ******** ***** *** *** **** ************

• Initial Complaint

  02/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On February 9,2023 I made a order on Zippo.com for some items 2 Zippo lighters and some accessories that I never received Zippo took $90.57 out of my account for a order that I have not received I have called and emailed Zippo.com many times and haven't heard anything from Zippo.com. I would like the BBB to step in and please help me with this matter I really appreciate someone from the BBB to stop companies like the Zippo.com stealing money from people like me.

  Business response

  03/07/2023

  To Whom it May Concern,

  Thank you for your email regarding a complaint filed by Mr. *****.

  We were sorry to learn that Mr. ***** was unhappy and contacted the Better Business Bureau. 

  Mr. ***** placed an order February 8th through zippo.com.  Mr. ***** had sent several emails starting February 11th checking on the status of his order.  Since one of the items ordered was customized, the order shipped within the 4-5 business day processing on February 15th via UPS.     February 13th, Mr. ***** emailed advising that he wanted to cancel the order.  We immediately replied advising once an order is submitted (as stated on the website,) we are unable to make changes or cancel the order,  due to customized items processing immediately for proper production.   February 18th, Mr. ***** emailed three times advising, "You have no right to charge my credit card for a order that I never received you need to fix my account asap and if don't I will report you to the BBB for a unauthorized charge."  We tracked the package through UPS and provided Mr. ***** with the delivery information; the package was delivered to the the front desk and signed for by "********."   We received this response "First of all I didn't want the order and I found another place for the products that I liked that's don't take so long to ship Customers orders out and secondly I would like you to fix and refund me the $90 dollars that you unauthorized took out of my account why should I pay for  a order I don't have and don't want so I already filed against Zippo.com for charging my credit card without my permission I have already talk to my bank."  Since the order was shipped and delivered as promised, and Mr. ***** advising already disputing the charge with his bank, we recommended Mr. ***** check with the front desk for the package, as once a charge has been disputed, we are unable to replace or refund the order. 

  We trust the above will resolve Mr. *****' complaint. 

  Kind regards, 

  Tammy | ***** ************* ******* *** ** **** * **** ******* ******* * ******* * ******** ********** ****** ****** *** **** ****** * ** ******* ******* ********* ************ ****** ** ************ * ** ************ ** ***************** *************** ******* **** ********** **** ************ ** ******** *** *** *** ** *** ********** ** ****** ** ***** ** ** ********* *** *** ******* ************ ************ ** *** *** *** *** ******** ********** *** *** ****** ******** **** *** *********** ******** ************* ** *** ****** ** *** ****** ** ******** ** *** ******** ** **** *********** ** ******** *********** ** *** **** ******** **** ************ ** ***** ****** ****** *** ****** *********** ** ****** *** ****** *** ******** ******** ***** *** *** **** ************  

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Zippo/Case Knife is refusing to honor their warranty covering workmanship defects. I’ve contacted customer service several times and have provided several photos.

  Business response

  09/13/2022

  To Whom it May Concern, 

  
  Thank you for your e-mail regarding a complaint filed by **. ******.  

  
  We were sorry to note that **. ****** was unhappy and contacted the Better Business Bureau. 

  
  **. ****** submitted a warranty request on September 4, 2022. Once a warranty request is submitted the request goes to our Repair technicians to evaluate. The request was immediately evaluated; unfortunately, the evaluation sent to **. ****** on September 6th was incorrect. Upon receiving **. ******** reply to the evaluation, we researched the issue with a repair technician, and it was determined the knife was covered under warranty. We tried to contact **. ****** on September 8th via telephone and left a message with his wife for him to contact us. 

  While trying to reach **. ****** directly for the resolution, he submitted this complaint.  We were able to get in touch with **. ****** directly, and the intended resolution was accepted.

  We consider this closed. 

  Kind regards, 
  Tammy
  Zippo Consumer Relations Manager 

  Customer response

  09/13/2022

  Writing this to inform the BBB that my complaint with WR Case/Zippo Mfg. has been settled mutually. I doubt they would have honored their warranty without the notification from you.
  Many thanks,
  ****** ******

  
  

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid 47.76 for a pink heart design zippo lighter from their website, zippo.com. Pictures clearly show it as a light pink lighter with heart patterns. Upon receipt I discover it is not pink, but a pinkish hued brassy metal not at all as depicted. I entered a chat on the site with customer service rep Rose, and was told that unfortunately they are more metallic and not pink as shown. I told her they ought to have the pictures reflect that as it was misleading, and that I was disappointed and would like to return. I was directed to their return page, where it shows that return shipping price is placed upon the customer. I do not feel like I should be forced to pay to return a misleadingly advertised product, as it was through no fault of my own. I would like a full refund and for zippo to provide the return shipping. Order #****** ********** Pink Heart Design Lighter

  Business response

  03/14/2022

  Hello,

  We are so sorry to hear *****'s comments.  Upon reviewing the information, although we do not offer free returns on zippo.com, this should have been the exception. We agree that the image did not look as shown and have contacted ***** to resolve further.  

  We trust the concern has been resolved and that ***** is happy with the resolution. 

  Kind regards, 

  Customer response

  03/15/2022

  
  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. Thank you to the business for the good customer service. 
  
  Regards,
  ***** ******

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 6,2021 I purchased a Zippo Lighter (through Amazon) for my boyfriend a lighter for his birthday. It was a $31.49 I gave it to him for n Sept 6th and 40 days later the lighter would no longer light. The wheel jammed for no apparent reason. Since I have had Cheap $2 dollar lighters last longer than that, I thought that was outrageous for it to break so quickly. I emailed the company & they had me send the lighter into the Zippo Repair Clinic where they claimed they'd repair it free of charge. So, I spent 12 more bucks to send the lighter there but a couple months later, I realized I never got a repaired lighter back so I contacted the company again. They didn't respond so i emailed again & included a picture of the UPS receipt with the tracking number (******************) & how it showed online that it had been recieved at the repair clinic on 11/01/21 at 9:29 am. They responded & claimed the envelope arrived empty (which I do not believe for a second). On December 14th, Gracie (from consumer relations) told me via email that if I picked out another lighter of comparable price then she would have it sent to me free of charge. On the December 16th, I emailed her back with my selection (a windproof siren design lighter *** ************ which was actually less expensive than the original lighter ). I never received that replacement lighter either & I have REPEATEDLY emailed them inquiries about it over & over & over. They will no longer even respond. So I am out almost $45 bucks (more if you include the lighter fluid I had bought for a lighter I no longer have) & I am out 6 months of time spent chasing these jerks around & I dont even have the broken lighter to show for it! I have never seen such horrible customer service in my life! I have all the emails (I mentioned in this explanation by the way. I attached photos of them below).

  Business response

  03/03/2022

  Hello,

  We are sorry to hear that **** ********* contacted you.  Please be advised that **** did reach out via email.  Unfortunately, there was an error in our system and when **** replied the case would close, not alerting any of the Consumer Relations Specialists of her email.  We were so sorry to learn of this.  We did not have any contacts via telephone, which would have resolved the inquiry much sooner, as a live representative would have handled immediately.   However, upon receiving your inquiry, we contacted **** immediately via telephone and overnighted a replacement lighter.

  A tracking number was emailed to **** and we consider the matter closed. 

  Kind regards

  
  

• Initial Complaint

  12/07/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 09/18/21 I mail 3 Zippo lighters to get replaced. My post office receipt showed they received them. When I called 2 weeks later they claimed they never received them so they said that they would send new ones. Have'nt received any lighters in the mail. I keep trying to call and nobody picks up always wants you to leave a message. I've done that every time I called. The only thing I want is the 3 lighters replaced that I sent in. They sahy they are 100% guaranteed. If this is how they treat their customers then they wont be in business long.

  Business response

  02/10/2022

  Hello, 

  We were sorry to note that Ms. **** was unhappy and contacted the Better Business Bureau.
  
  On September 15th, 2021, ***** ***** contacted us and left a message advising he had Zippo lighters in need of repair. A consumer relations representative contacted Mr. ***** the same day to advise the address to send the lighters to us for repair. November 15th, ***** (we believe) contacted us to check on the status of the lighters. We did not have them entered into our system but advised that we would check our system and the repair department and get back to them. November 21st, we contacted *****, and although the tracking information showed we received the package, we were unable to locate it and advised that we would send replacement lighters since we did not want them to incur a loss in this matter. The replacement lighters had to be ordered and were packaged and ready to ship on November 28th. 

  Unfortunately, there were shipping delays that could not be avoided. December 8th, we left a message advising that the package was shipped, and if they did not receive the package, please contact us. 

  We have not heard further from Ms. **** or Mr. *****; therefore, consider this case closed. 

  Kind regards,
  Tammy |
  
  
  

*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. ↩