Zwilling J.A. Henckels AG | Canada Reviews 41

Never Received my Package and Zwilling refuses to refund me or Give me the Items I paid for. They essential just stole money from me. I'm shocked at how little they care about their customers. I have purchased many of their items previously at The Bay, this was the first time I purchased from them directly and I assure you I will never purchase anything from them - anywhere - ever again.

To add insult to injury, they sent me an email asking to review my purchase...which I did, and then I got an email back saying that my review won't be posted as they moderate their reviews to only show positive comments.

Two items in same box, were shipped back in original box. One item for replacement, one item for return. Called confirmed package was received, items were in there. Received replacement few weeks after, never received refund, called multiple times and was told returned item was missing, and I need to prove it was in the package. They are stealing my money. Be careful with purchasing online.

I would like to mention the excellent service I received from customer service.
I had a defective salt mill, still under warranty.
Around August 28, I wrote to them, received a reply very quickly, exchanged few e-mails, mailed the defective mill (with tracking) and received a new mill today (September 11), all that in 3 weeks. Wow, thank you!

Horrific customer service. Honestly. Need to focus more on the customer experience and actually get to the point of helping the customer. Creating difficult customer experiences creates angry customers. Make the process customer centered instead of continuing to needle the now angry customer. Make it right not worse. If you are dealing with Zwilling US lucky you. They are an excellent customer support team who answers calls in under one minute and actually try to expedite the process of helping the customer. If they were able to deliver to my P.o. box in Detroit I would have had a friendly easy experience. Expect the complete opposite from Zwilling Canada for sure.

I’m happy about the quality of ZWILLING products.

DO NOT BUY ONLINE PRODUCTS WITH THEM!!

although they have nice products, they company and policy are misleading!!! They clearly say in they website that they have a hassle-free return policy! However, if you read the small letters, they actually ask you to pay for the shipping cost. I clicked the order button by mistake when trying to find the promo code area, and it ordered two identical cookware kits. I immediately tried cancelling the order, but they don't this feature in their profile. I tried calling the customer service and the lady mentioned I could just return the product when I receive it. However, when I called back to issue the refund, they informed I would need to pay for the shipping cost of a very heavy and huge box. This will cost me more than $60 cad- more than they mother's day promotion. MISLEADING WEBSITE - YOU NEED TO READ the small letters! Awful. I will never ever recommend or purchase anything from this brand anymore.

Ordered a Ballarini frying pan online and oddly did not look at Trustpilot first.
Admit the reviews were bad so I got scared but my experience was fine.
Used paypal so was not terribly nervous if worst case there was a dispute.
Only thing odd was I did not immediately get an estimated arrival date. I got one two days later and pan arrived nicely packed and on time.
I think the long waits are when there is a crazy sale so not my case in April. Very happy and will use again.

Every now and again, a consumer experience comes along that is so laughable, it’s almost not to be believed.

Zwilling Canada takes top honours here.

Even giving this company one star is, quite frankly, too kind.

I placed an order for a product that was “in stock.” Except that it wasn’t. Zwilling Canada’s website had this product constantly listed as “in stock” even when the company knows it isn't, and their site is not reflective of their real-time inventory. BE WARNED.

Rather than let customers know that an item is on back order (in this case, indefinitely), Zwilling allows you to place the order, does not inform you that your order will not be delivered in any reasonable amount of time, and instead sends you on a wild goose chase to try and track down what you purchased.

Customer service is a JOKE. Inept, unresponsive, and downright unknowledgeable are words that come to mind. I’ve honestly never experienced anything like it.

Endless calls and emails (too many to count) for close to two months, misinformation, being ignored. Just writing this, eflecting on this miserable experience, makes my blood boil. It was 100% on me, the customer, to make sure I received my order. Zwilling Canada wiped its hands clean of any responsibility.

If you want to play the waiting game with your purchase, Zwilling Canada is for you. If you want to deal with a professional company that has, in its inventory, what it says it has, I beseech you… please, please, PLEASE take your business elsewhere.

The lack of competency with which this company operates (or doesn’t) is truly not to be believed.

This is my first online purchase, but not my First Zwilling purchase. I love the products, I love the knives, I love the fry pans. When you understand the knife technology, you will appreciate the higher price equals higher quality. The return policy is awesome.

I bought a Chef's knife on sale from the Zwilling official website, which I now understand was on clearance (despite their website not showing it). If it's any indication of the value of the product, most other shops currently sell the very same knife for anywhere between $370 and $475 Canadian dollars out of the $545 MSRP, so I thought it was a very good deal when I pulled the trigger at $202.50.

I received the product swiftly (4 or 5 days), but upon inspection, it had some very slight visual damage including a very small nick and a slightly bent tip despite it being sold as brand new and not a factory second. Nothing to write home about, but I contacted the Customer service, and they quickly told me that they wanted the product back to make it right : They wanted me to get a knife that I would really like, something that I would be "proud to own or to give".

They told me that I would get a replacement product as soon as they would receive the original back, and that they would personally monitor the replacement. I then sent the product back the very next day. It arrived to their warehouse early the following week. I then inquired as to when I would receive the replacement : They initially told me it would take between 4 and 6 weeks to process it, but I pushed a little to get it back sooner and a day later, they told me the replacement was underway and that I should receive it by the end of the week. I was happy.

What a mistake it was to even send the product back! After examining the "defective" knife, they simply took the item back, issued a refund, told me that the product was discontinued and that they had none left and no idea if they would even get another one. When I asked for them to send the "imperfect" knife back, they told me they already sent it to recycling after inspecting it.

After a lot of wasted time and emails (10-15 hours of research and after almost two months of wait time), some compensation was awarded, even if it's not worth the loss of a particularly good knife.

I regret contacting their customer service. I should have kept the knife.

I like Zwilling products very much. The quality is great. And the website is really helpful whenever I try to buy the products that I like.

I phoned this company to say that their fixed blade peeler did not work satisfactorily. They asked me to give my email address, send videos of the peeler in action, provide a purchase receipt, give my address, name the product, etc. I did all of these things and finally they wrote back that the product was not defective even though my videos showed it didn't work. They do make a swivel model which was not available at the store where I purchased my fixed blade model. It would have cost them very little to send me their improved model. I have lost a lot of respect for what I thought was a quality company. I will not buy another of their products.

They sell premium price products but have poor build and ridiculous customer service at their store.

I bought their ZWILLING 1.5 L ELECTRIC KETTLE PRO online and they shipped quickly. Partially my false that I put it in use without verifying inside the kettle. So I couldn't tell whether a tiny brown spot was already there when prior usage. I decided to visit their store to ask them to verify if it was a detective and since no response from their social media after a day of waiting.

Once arrived at their store in Markville Mall, I showed Connie my photo of the mark in the kettle. She asked Nicole to take a look as well. They both claimed that couldn't tell what it was from the photo and asked me to bring in the kettle.

So I returned the next day with my kettle and Jacky was the person who assisted us and told us they would have to send it back to Zwilling for warranty service because it was used.

What alarming - he said they would respond in a month. Connie from the day before also came over and looked at it. First, she claimed she did not see anything until she almost put her head in with Jacky pointing to her. At some point, I told Connie I was there yesterday and showed you the photo. Her response was “I don't remember that”. I started to find their service became ridiculous and asked to speak with Nicole. She wasn't in so I asked about her work schedule. Jacky first said he did not know then when asked again he stated that he couldn't provide that because that was considered a privacy matter?! Even Connie thought his response was inappropriate so she told us to return tomorrow to see her.

At this point, I decided not to pursue any further as I partially agreed they shouldn't have accepted a return if it has been in use due to hygiene. Also, it is a major inconvenience without a kettle for a month.

However, my major disagreement and intention of this review is this principle - customers who paid a premium price, we would expect them to ensure a premium build and stand behind their product when there are any defects, their action should have replaced immediately without question. And Zwilling failed to deliver that.

1 star is 10 too many. Customer service is worse than useless as they promise but do not deliver. Our coffee maker arrived with a broken lid. Always an excuse why the replacement hadn’t been shipped or they said that it would be shipped very soon. Then they do not respond. Thankfully we contacted our credit card company @ 2 weeks after it arrived and did not believe a word that customer service wrote back. Our c card co has advised us on what what they will/are doing and what we should do. Zwilling May have been known to manufacture a quality product in the distant past but they sell low quality products now with no customer support.

I purchased Zwilling/Henkels Skillet on Aug. 27, 2022. I also registered the product with the manufacturer, for the warranty purposes. I used the skillet 1-2 times a week and cleaned it in the dishwasher. On Oct. 27, 2022 I took the skillet from the dishwasher, and it was severely discoloured outside. The product advertised as having "Polished exterior finish" as it is indicated at their site.
I am not sure if this skillet can be put as-is on ceramic surface without damaging the stove. Pretty much the product is unusable now. Henckel requires product in original packaging to be shipped to them for warranty inspection. Unfortunately, I live in small condo and I cannot keep all packaging. On Oct.27, 2022 I contacted them with these explanations through the warranty channel, and received a response the same day that it is not a problem, and I can send images of the damaged product.
I did that the very same day. There was no response. I enquired next week, and the manufacturer claimed that they did not receive pictures. I sent images again on Nov. 2, 2022. There was no acknowledgement or decision. I kept asking if they received the pictures on Nov.2-9, but nobody responded.
The manufacturer advertises the Customer Service number as 1-800-775-6020. This number does not seem to be manned. There is no option to connect to a live person to discuss the problem.
I also contacted the BBB on Nov. 9. It is the very first time I see that a business did not acknowledge BBB enquiries that had been sent during last 4 weeks, until Dec. 12, 2022, and BBB had to close the complaint.
I do not think this level of service is allowed for a legitimate business in Canada. I would give it 0 stars if I could.

I have been waiting for my warranty exchange for over 6 months!! They continuously send me weird excuses like their distribution centre is closed for repairs?’ And their latest is that they have a new system migration problem and now have a backlog of ordered. For 6+ months?! I’ve never heard of a company that has a backlog or orders for over 6 months and aren’t working day and nights to fix this. So they’ve been selling products to customers knowing full well they cannot send them within an 7-8 month timeframe or more?

This company is a scam and fraud. It’s weird how they’re still able to operate scamming this many people out of their money now. What happened to them?? How did they let such a high end brand turn into this? Why aren’t they fixing their customer service and logistics?

I bought 3 products from them on Nov 25,2021 and until now, Jan 5, 2022 I didn’t get any email from them about the delivery date, neither an answer to my 2 emails asking about it. I called them twice but the attendants said they are all sold out and they don’t know when they will have the products again. I don’t know why this company keeps selling products that are out of stock. It should be illegal. If you check their website right now, you can still “buy” de same products I did, even tho the attendants informed me they don’t have them. I asked them to cancel my order and now I’ll need to wait for them to get back and let me know about the cancelation. It’s a shame how a brand as trusted as Zwilling can have such a poor e-commerce and be so disorganized.

Attention, mauvaise compagnie. J'ai commandé une batterie de cuisine neuve et j'ai reçu une batterie avec plusieurs petits défauts. J'ai immédiatement demandé un remplacement avec des photos comme preuve. Je dois payer pour le retour de la batterie de cuisine, j'ai alors laissé tomber ma plainte. Éviter cette compagnie.

Worst customer service I have ever experienced in my life. Customer service reps had no information, right out lied to me, and shipping was horrible in every case that I ordered from them which will never happen again. Will never recommend ordering from them.

I ordered a digital kitchen scale and received the confirmation email immediately. However, nothing happened after weeks. They don't have a tracking system on their website too. Tried calling their customer support 10 times and was on the line for hours without any response. Yesterday, I had to call one of their stores and asked for my order status. Finally, someone called me and said my shipment will be on the way within 2 days. Surprisingly, I got an email that the scale will be shipped in 5 to 10 business days. Overall experience is terrible. I don't recommend purchasing from this vendor.