Zwilling CA Tracking Order Status

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.