ZWILLING UK Avis 

First time purchase, very very terrible experience!!!
Ordered an knifes block set arrived with handle damage, returned for replacement confirmed with reference number.
Waiting over 15 working days, no update or tracking for the replacement.
Contacted customer service again with no reply now.
It supposed to be a Christmas gift.

I recently had my first… and last experience ordering from Zwilling UK. I purchased 2 Staub pumpkin bowls, but upon receiving them decided that the quality wasn’t worth the price. I returned both items as per their returns policy, including the returns paperwork available on their website and paid for the tracked return postage. A few weeks after sending them, I realised I hadn’t heard anything from them regarding the return and receiving a refund. I checked the tracking information and could see they had received the item. I called them and they confirmed that they had received the items and a refund would be made. Again, weeks go by and I haven’t received a refund, so I contact them by phone again, this time being asked to email them. I have since had several emails back and forth, where they deny that they ever received the returned items and refuse to refund. They have repeatedly asked for proof of sending the items, but of course I binned my tracking receipt when they originally told me they had received the returned items, as I trusted their word that they would make the refund. Customer Service has been very poor telling me they will check with the warehouse etc and then never updating me. I will not be buying from them again, as I cannot trust, if I have an issue with an order, that they will honour a simple refund.

I bought a cocotte from Staub in July 2022, after 2 months of use, the pot shows a bit of rust and the customer service agreed to replace the pot under warranty, but at the time, the pot was out of stock and I had to wait over 3 weeks for the replacement to be sent. No problem, received the pot, saw a small indent on the inside of the pot but was guaranteed by customer service that this does not affect use. So I happily washed cleaned the pot to be used later. Two days later, took the pot out, planning to use it, noticed there is already rust on it on various parts of the pot. Emailed customer service again, no reply. I have sent 2 follow up emails and called them (which I had to pay to call as it is a 0845 number) and still no reply. I sent the email 9 days ago and they said they aim to reply within 3 working days and previous communications have been prompt

----------UPDATE-----------------
I have called and managed to speak with customer service who apologised for the delay in getting back to me, as it was due to the person handling my claim being off work. They assured me that I am covered under warranty. Unfortunately, the item is no longer in stock and therefore, a refund has been offered upon the return of the product and I promptly placed an order for another pot in a different colour.

I purchased the Electric Pro Kettle and I have that the "filter" in fact does not filter at all. In fact the "filter" does not even reach the spout! Also, the holes are far too large, around 2mm diam. by eye, to stop much of the fur from hard water.
Having sent photos to Customer services I am told that this is normal and correct, as the filter pushes forward against the spout!! No it doesn't. Obviously the large holes also remain large. Advice, "to descale more often". What nonsense from a company whom I have used for years. A poor and functionless design. DON'T WASTE YOUR MONEY.

I purchased a block of knives several years ago from York Outlet. Sadly, the handles on two of the knives had started to crack. I had only ever hand-washed them. As such, I wrote to ask if there was anyway I could have the handles replaced (as the blades were still good) or perhaps a discount towards replacing them. I enclosed a photo of my original receipt and pictures of all the knives, including those that had the cracked handles. A couple of days later, I received a really nice letter from Katarina suggesting that I return the damaged knives together with a completed form.
I sent the knives back via proof of delivery and to my delight after a few weeks, they replaced them for me with exactly the same design knives. Thank you so much for a pleasant customer service experience.

Staub cookware offer a 'lifetime' warranty so keep your receipts. I bought my Cocotte pot in 2010 and surprisingly no longer have the receipt. However today I was informed via email that "Unfortunately we don't offer any repair service for our Staub products in the UK therefore we are unable to assist you any further on this occasion."
So take that 'warranty' with a large handful of salt. You're better off with Le Creuset or Netherton Foundry instead.

I bought a Zwilling multi tool nail clipper from Switzerland and when I started using it, the design was a clearly flawed as the cult tool hangs loosely behind the clipper and falls over if I have to manoeuvre the clipper. It was not cheap hence I decided to get in touch with Zwilling in the UK as I live here.

They have been so unfriendly and unhelpful. The manager first argued with me that the design is not flawed. Then when she checked in their own WH, she realised that the design had changed compared to what she had seen and had herself. Nevertheless she is still refusing to help and asking me to send a video - am happy to do that as well however its too large to send in an email. She is just making it more and more difficult to provide any further service.

Never am I going to buy a Zwilling product again.

Update - 21/11/22

I have contacted the CEO of Zwilling in the US and even Germany and I got a response from US asking me to contact Germany however thereafter there is no further action.

This is the aftercare and service provided by a world leading brand like Zwilling - so very disappointed and frustrated.

update - 24th feb 2023

No resolution - I found CEO contact and wrote to him to find that he is based in US - US team said contact Germany and there was absolutely zero response from Germany !! I am never going to buy any Zwilling product again. Extremely disappointing from supposedly a reputable brand.

We ordered a dish from this company which cracked under (very limited) normal use. I sent photos of the damaged dish and they agreed to replace it upon return. I returned it (packaged in multiple layers of bubble wrap) and they cheekily claimed that it had broken in the post due to poor packaging, but they would replace it ‘as a gesture of goodwill’. It was well packaged and was already broken (which I had evidenced before with photos!) it most likely broke further because it was cracked! This response was rather cheeky/rude, so I won’t be ordering from them again.

I was extremely pleased with the customer service I received from Zwilling. When I had to return a kettle I was able to contact them directly. My phone call was followed up with an email and I was kept informed throughout the process. Competent and helpful, thank you.

Dropped a nice bread knife, and it broke. I was very surprised!.
Customer Service replaced the knife after seeing a picture, what can you say....brilliant customer service.
Such service not often happens, so.... "I take my hat of to Katrina" and her help and the way she dealt with the complaint and my questions

Terrible customer service in Canada. I ordered 3 articles in November and after having contacted customer service and waiting for 2 months, they just cancelled my order. No inventory for ALL 3 articles. I was told by customer service (after 1 hour waiting on the line) that I could just go back to the website and wait for the items to be back on stock. This is the worst customer experience I've had in a long time. Very disappointed as I couldn't wait to get my order as I like their products.

A shout out to Tracey for her customer service and understanding of my situation. I bought the Miyabi Birchwood 8” gyutoh in Canada last Dec. The emblem on the handle fell out recently. After reaching out to Zwilling Canada, they said since I reside in the UK, it should be Zwilling UK handling my claim. UK then pushed back to Canada. Tracey from the UK team took on my case and made the goodwill to replace the knife. I just received a brand new knife today so a massive thank you to her.

Thanks to Lynsey and Her colleague at Zwilling, Gun Wharf Quays, Portsmouth. Very informative and helpful, great customer service. Thank you ladies. Sandie Eddy

I have a Staub grill pan which after a few months of use cracked in two despite proper care. Staub products are meant to be warranted for 30 years. I contacted Staub immediately and pictures of the grill pan were requested. They were promptly sent via email. That was 1 month ago and after several emails and attempts on facebook to get someone to respond to me and resolve my issue, I still have not heard from them. Absolutely disgusting from a company like Staub/Zwilling, complete lack of professionalism and customer care considering the prices you pay for Staub products. Le Creuset, here I come...

Put in a last minute order with Zwilling very close to Christmas having been badly let down trying to purchase a Zwilling (Staub) product through another merchant. Such a fantastic service, the product shipped the same day after I ordered at 11am. Product arrived 1 working day later, using a good courier who allowed me to leave instruction for a safe place delivery given I knew I was out at work that day. Really saved the day on sorting this xmas present, not to mention the product is great quality too! Would use again without hesitation.

Not just an excellent product but a sterling service from their CS dept. In particular Lisa Crawford.