ZWILLING UK Avis 115

*** Update: 24/9/24 **

After discussing my issue with Toni, she was efficient and quick at resolving the problem. A replacement kettle has been received and the faulty one has been sent back to Zwilling.

Thank you for resolving this Toni.

*** Update: 19/9/24 **

After ring customer services multiple times there is no one that can answer my call. Please can the customer services team contact me on the number I’ve provided in the email address to them?? Dying for a cup of tea…!!!

Order no: 669186

Having done my research into a new kettle, I came across the Zwilling brand. I have to admit, the Zwilling brand was new to me but the reviews seemed positive - so I took a chance and bought the 1.5L Enfinigy kettle.

After approx 12 months of light household use, the kettle is completely dead. Power is getting to the kettle as the illumination button is lit, but the kettle doesn't heat or show any signs of life!

Really disappointed with this product and the Zwilling brand - the kettle wasn't cheap either, in comparison to others in the UK market.

When making a decision on Zwilling's products and brand, I suggest careful consideration on the longevity of the product that you need!!! You may need to purchase a replacement much sooner that you'd hoped...

For over 35 years I have owned a Zwilling poultry shears using them hundreds of times. The spring had eventually weakened and become damaged, which made using the shears impossible. On my initial contact with Zwilling UK, I was told they could not assist. However, on my second attempt, I was requested to send them my shears, which they received the following day. I was called back in less than 24 hours and informed that a new replacement pair would be sent the following day. A day later I received my new Zwilling poultry shears, which I trust will last a further 35 years. Absolute excellent service from Zwilling UK, which I never expected after reading so many negative reviews on Trustpilot. Thanks to all at Zwilling UK.

I bought a Zwilling vacuum pump and 12 small glass vacuum containers. After two months, the vacuum containers are no longer sealing properly. Some of them pop open after a few hours or a day or two in the fridge. I haven't managed to determine which ones out of the 12 are causing the problem. Trying to clean them thoroughly is very difficult. I have followed the instructions in the video on YouTube "How To Clean The Containers & Lids - Zwilling". What it doesn't tell you is how difficult it is to reassemble the lids. It is very fiddly, especially fitting the flexible seal into the inner lid, and takes about 20 minutes to reassemble each lid. If you don't take them apart to clean them thoroughly, there are lots of spaces for bacteria and mould to grow. Potentially dangerous to health. I have written to Zwilling about the sealing problem and they said I can return them under guarantee to be "evaluated". That is not really practical. What I want is a reliable product that can be easily cleaned. I may revert to using my low-tech Pyrex containers which I`ve had for 8 years.
Update 20-Sep -- Thank you for your reply and generous offer to replace the lids. I have been cleaning the lids very thoroughly and that seemed to help, but this morning one lid had popped up in the fridge. I have taken a photo which I will send to your support. I would like to take up the offer of replacement lids.
Update 11-Oct -- The 12 replacement lids arrived and that has resolved the problem. Thank you, Zwilling!
Update 27-Jan -- I am using the vacuum storage all the time and would not want to give it up.

If like me, you thought snake oil was confined to good old western movies you’d sadly be wrong. After ‘investing’ in one of Demeyere’s top of the range Atlantis 7 sauteuse conical pans I was shocked to find that after a single use it had severely discolored (rainbow stain).

I immediately contacted the Zwilling Customer Service team to see whether this was normal. The reply I received stated that this is simply a characteristic of stainless steel which can easily be resolved by cleaning with a watered down vinegar solution.

If I’d purchased a cheap stainless steel pan I could accept this, but for one of the most expensive pans on the market I expected a lot more. All of the R&D that went into their patented Silvinox coating would have been better spent by Demeyere supplying customers with a bottle of vinegar with each cookware purchase!

Please don’t make the same mistake I made and choose another brand for your cookware.

Thank you for your response however I’ve never experienced this level of discoloration in decades of using stainless steel cookware, especially after the first use.

Warranty returns of £300+ knife due to handle cracking.

Returned item sent to the wrong address despite filling out the returns form with my address. General incompetence.

Bought a kettle and toaster nearly three years ago and both have developed cracks in past 6 months on the white plastic. Lid of kettle and edge of toaster. They looked great and work great but wore badly for the price . However,

Zwilling have kindly contacted me regarding my issues above and I have sent them my details. Efficient customer service and I will update review when I have an outcome to share

Zwilling have looked at my products and guarantee and are going to replace my products which was unexpected . Once replaced I will be five stars for their customer service

The products have been fully replaced . Customer service 5 stars

Tracey was very helpful, air fryer is brilliant. Would 100% recommend.

I had lost the charger for my Zwilling scales. I rang customer service this morning and they found a charger and have sent it to me free of charge. Additionally, the girl with whom I spoke on the phone was so cheery, kind and helpful that it was really a great experience! Thank you.

I have used a set of ZWILLING & Henkel saucepans for many years and was delighted to find their outlet online with some truly great bargains.

I have built up a usable 'kit' of 5 Zwilling Four Star Gemini knives and a sharpening steel over the past 12 years and each one is as good as the first - they are easily the best knives I have ever used. The curved paring knife was my last purchase - incredibly versatile - great on veg but superb at cleaning a rabbit or game carcase. I have nothing but praise for the knives and the organisation

I purchased a Zwilling knife some 35/40 yrs ago from House of Frazer in Guildford. Recently the tip off the knife broke off and I wanted to purchase a replacement. As I was unable to find a store stocking the range I wrote directly to Zwilling. I have been amazed by the quality and speediness of their service. I emphasise I wanted to buy a replacement. Zwilling of their own volition supplied a brand new replacement at no cost whatsoever. Unbelievable service, unbelievable politeness, unbelievable speed - the company customer service department should be rewarded for its efficiency and other organisations should learn from Zwilling
JohnELeggett

I bought a kettle from Portsmouth (on a day out) from Zwilling. It was faulty, so being from London, it made more sense to return it to my local store in Wembley. Wow, was I wrong. They have the most ridiculous returns policy in that, if the item is faulty, they insist you return the item purchased from the store from which is was bought. They state that if they do not sell the item at their store, they cannot accept it as a return (even if it's faulty), it's as if they are intending to re-package and re-sell your faulty item. This is what the sales person stated in Wembley, and was not at all sympathetic to understand the point. It should not matter if a store sells the item or not, if it's faulty it's not fit for purpose. After this, I rang Portsmouth and they stated that it could be returned to any store, especially if its faulty (for up to 5 years). They also were surprised that Wembley did not want to accept my kettle to process a refund. So two stores, two contradicting points. Rang Zwilling head office and then still, got no where. They also insisted that it was part of their terms and conditions - yet their terms and conditions of faulty items and returns only cover ONLINE purchases, not shop or outlet bought items. When I asked where this moronic returns/faulty process of returning items to the store of purchase is, all I was told was, I'll come back to you.
In the end, they didn't come back to me and state where in their terms and conditions does it state faulty or any items to return have to be returned or accepted to stores where they only carry the items for sale. Head office instead suggested that I return the kettle to them in Leicester, and they would then send it to Portsmouth for me, and only then would I receive a refund if they deem it faulty. So, as it still leaves me out of pocket and still depending on their moronic/idiotic processes I chose to make the unnecessary trip to Portsmouth again over the weekend. Low and behold, no issue when returning the kettle. They asked what was wrong with it - steam escaped from the entire lid of the kettle, not just the spout. They accepted it as a return with no issue.
The biggest kick in the teeth is that calling their headoffice got me nowhere, and it was a chargeable number - the person I spoke to didn't even know their own T&Cs! Zwilling, never will I buy anything from your stores or anything branded as Zwilling again - that includes recommending too, it just won't happen!

My 20-year-old paring knife handle cracked/crumbled. I contacted customer services, was asked to provide some details and photos and then to return the broken knife to them. I received a note apologising that the replacement was out of stock but it would be sent along shortly. Less than two weeks later, the replacement arrived. The experience was smooth, straight forward and demonstrated that in addition to high-quality knives, Zwilling values high quality customer service. I have always, and will continue to recommend them.

I just love everything from ZWILLING , got so many items in my kitchen with their logo on.
Last year purchased salt & pepper grinders , only few months after to find out the salt one was faulty , just one day stopped working .

Customer service team was brilliant , sorted out my case immediately , after few days received a brand new grinder .

Thank you Customer service team 🌹🌹

I can only praise Zwilling customer service and the backing of their Ballarini brand.
A pan I purchased and used in another country didn’t quite live out its 5-year non-stick guarantee. Now living in the England, I contacted Zwilling UK who dealt with my query promptly and professionally. They replaced it.
Guess whose brands I’ll buy in the future?

Most of my kitchen products are from Zwilling. I've experimented with various brands, and the quality of each Zwilling product reaffirms the value of my investment. Recently, my toddler lost the vacuum pump cap to seal food boxes and when I contacted customer service, they promptly provided a spare, which arrived within a couple of days. Zwilling stands out for its exceptional quality and customer care—a rare combination in a brand!

I have contacted via email about the poor quality of the products received, but my concerns have been ignored and they probably have me on a block/ignore list so they don’t have to acknowledge me. Customer service is non existent, due to their actions it appears as though they don’t care about the customer once the payment has gone through and the item can no longer be returned for refund. For longevity of products I would shop elsewhere.

Goods never delivered. I asked for proof of delivery. They sent a photo that proved nothing. I think the courier just dumped the parcel in the porch where anyone could take it. I asked for my money back. They ignored me. Anyone can be let down by a courier but their customer service is appalling.

Don’t buy from this company
They have poor goods and very bad customer service .

I have placed an order for the white ash knife set on 27/12/23 online , the set was on sale at £229. I entered all the payment details and submit document for age verification but the screen was keep loading for 10 mins so I went to my account to check my order status. When I went into my order history in my account, it showed that the item has been successfully ordered and the status is pending for shipment. However, I have not received the order confirmation email. Therefore, I planned to call customer service the next day to check my order.

When I tried to call customer service to confirm this order, I noticed that the order has disappeared is no longer in my order history. Nevertheless, the price has gone up to £379 now. Customer service explained that maybe it was the age verification has not gone through so they have cancelled my order. However, I have purchased knives with Zwilling last year and in my account , it has indicated under age verification, my account is already verified. Now customer service said they do not know the reason why the order could not gone through and advised they can do a manual age verification for me to reorder but cannot honour the sale price anymore.

This is totally unacceptable that I need to pay £150 more for the same set I ordered because they have cancelled my order. I have sent an email to customer service to file a complaint but received no response.

Totally disappointing customer service !!