Victorinox AG Reviews 

I'd just like to express my appreciation and gratitude for a job well done that went far beyond my expectations.
I submitted my pen knife for a bit of a sharpen up and a replacement spring having also mentioned a cracked case and a few other things but not really expecting much for the small fee charged.
It has been returned today looking like a brand new knife! Anything missing or broken has been replaced or repaired. This is service way beyond expectations.
I certainly will be singing your praises to anyone who will listen.
In this day and age it's rare to surprised by service but in this instance I certainly have been!
I'm so very grateful. It may only be a knife but it has sentimental value and is with me every day.
Please pass on my sincere thanks to everyone involved in this process.

That's what I wrote to the team that serviced my Swiss Army Knife.
It went way beyond expectations.
If anyone is thinking about getting their knife serviced I'd highly recommend it. VERY reasonable costs and I now have a knife that's like new!

Thanks for a superb customer service and speedy yet qualitative repair of my pocket knife (midnite mini champ).
I followed the given instructions, send the knife to the German repair center, and received it back only in a few weeks, like new, repaired under warranty.

It is but a small effort to say, but being a faithful fan of Victorinox, thanks for the quality of the product and especially your service. Special thanks to Flavia and Erik, because of their follow-up.

I have only words of thanks to Mr. Cyrill Schuler, Customer Service, Customer Assistance Administrator for his invaluable help and perseverance in solving my problem with my suitcase parts.
It is a great peace of mind to know that there are people like that.

The wheel of one of our Victorinox trolleys was damaged. Since it is the wife's favourite trolley, I researched repair options. I quickly found that Victorinox offered either the repair or a set of spare parts at no cost. Opting for the spares, I was surprised to receive not only a new wheel, but a full set of all four wheels complete with their mountings. All within less than a week. Perfect.

Superb customer service on a 10 year old case! Buy a top brand like this and you will never regret it!!

I have not used my wheelie overnight case for some time and after getting it out from the cupboard, I noticed both of the rubber wheels/tyres were degraded. I went on the website, entered my case product number and within a few days replacement wheels were sent to me free of charge!

They did offer to replace the wheels themselves, but I was told it wasn't difficult to do yourself and it wasn't!

This is really excellent service. Having worked in product teams for consumer brands I know a lot of firms would charge for such a service. Not Victorinox. They are stand out for this!. I will highly recommend them to anyone who wants a new case!

I had a service request for my Victorinox cabin luggage, and they provided excellent customer support. They offered me the choice to either have the luggage repaired or receive a set of replacement wheels—both options at no charge. Since it was a simple fix, I opted for the spare wheels and handled the repair myself. I’m very happy with the support I received throughout the entire process!

I have always been pro-Victorinox’s luggages and would always recommend to everyone. Always purchased them since 2012. Recently I got a new cabin suitcase that I paid over €420 for it. My first impression when using it was terrible. If the suitcase is full, it will fall forward as the wheels rows are too close to each other (not stable enough). After using it for the second time, I had the zipper damaged. I contacted Turín Maletas in Madrid (as I live in Barcelona and this is the service support I found on Victorinox website). They told me that there is no solution to fix the zipper. Considering my dissatisfaction with the luggage’s stability, now the problem with its zipper and the price I paid for it, I would like a solution for it. I have pictures to show more the damages but I can’t attach them here. I hope Victorinox can answer and I can change my perception about the company and also change this review for a good one. Thank you, Rodrigo Dias

(Update - 13 November 2024) I already talked to Victorinox and also to Tarín Maletas in Madrid and you both told me the zipper cannot be exchanged for a new one, which is absurd. A luggage that costed me $400 sent to the trash!

I had a fantastic experience with Victorinox customer service. They managed my case efficiently, providing a smooth repair process and keeping me informed throughout. The team was professional, courteous, and genuinely cared about resolving my issue. I highly recommend their services for anyone seeking top-notch customer support, I am a loyal customer

For many years, I have travelled with my Victorinox suitcase all over the world. As the wheels started to be worn, I took contact with your customer Service. They answered me quickly with great professionalism and solved my problem directly by sending me a set of new wheels. I thank them again.
Continue to produce high quality products like you have always done.

Have a complete set of Victorinox suitcases- 2 wheels broke- called the london store- made an appointment for the following day- they replaced all 4 wheels within 10 minutes- brilliant service at no charge. Very impressed with this superb company

Purchased a cabin suitcase in 2016 & had 2 damaged wheels after 8 years of intensive use.
I contacted Victorinox Service TravelGear to explain the problem and the service proposed to send me (free of charge) 4 brand new wheels. I then executed the replacement by myself and have now a "new" suitcase for the next 8 years.
The good quality of service provided is to be noted as well as quality and durability of the product itself (being allowed to provide the same model of wheels after 8 years).
Thanks to the team

I sent a Swiss Army Knife, which I purchased over 40 years ago, to Victorinox to repair some worn out and missing parts. Given the age of the knife and the fairly 'active service' it had endured, I didn't have particularly high expectations as to what could be done with it.

Imaging my absolute delight when a few weeks later I received back the same knife, looking completely brand new, with every single part working perfectly and fully cleaned. Its quite rare that an organization truly exceeds your expectations, in this case, they knocked it right out of the park.

Huge thanks to the team at Victorinox for putting so much care and commitment these beautiful tools, which in my case now looks and feels the same as the day that I purchased it.

Very good after-sales service.
Good manners, effective customer service and problem solved. They have won me over as a customer,

After 8 years of solid use (airline crew) the wheels on my favourite Victorinox travel bag wore out. The bag itself was still in great condition so I contacted Victorinox and asked if they could sell me some new wheels. Within 3 days they had sent 4 new wheels to my home address free of charge. I could not recommend Victorinox highly enough, their product is outstanding and their service is first class. Scott

The best customer service I met. I was impressed by Ms Katalin's rapidly respond and completely solution. I will switch all my Samsxxxxx suitcases to Victorinox.

It was nice to know that my appreciation of the customer service I received was past onto the team at Victoinox.

I have an old Swiss Champ that needs service. After reading about Victorinox "lifetime guarantee" and people sending in their knives for service I wanted to do the same.

As per their webpage, the geographically closest service center was in Oslo, which is in a different country (I live in Gothenburg, Sweden). So I contacted Victorinox via their form on their webpage with the question if I can send the tool to them for service. I got an auto reply that they have recieved the email. But I never got any response from them. This was 2 months ago.

So I contacted the closest service center in my country (Roswi AB) with the same question. Never got any answer and it has been a month now.

I sent another email to Victorinox with the same question over a week ago. Still no reply. What does it matter if you have lifetime guarantee and "providing" service of your products when its impossible to contact Victorinox?

Edit: they reached out to me and repaired the knife as well as kept me in the loop. Happy in the end and they did everything. Only thing is that they didn't replace the tweezers or toothpick that was missing sue to damaged scales.

Firstly, I do not normally post my experiences online but the service I received was exceptional and therefore merits acknowledgment. I've have a WERKS Traveller 3.0 WT-22 for over 10 years that I've used it extensively. I needed to replace one of the wheels (the bearing was OK but the tread was worn). I contacted Victorinox customer services who promptly replied and was advised that they were out of stock and awaiting a delivery and that once received they would forward a set to me. A short time later I received the replacement wheels (via FedEx), earlier than expected and without any fanfare (and at no cost at all). It’s a very pleasant surprise to see that an organisation with a LIFE TIME GUARANTEE REALLY MEANS IT!
I certainly recommend Victorinox to all.

So having said my piece about the returns process being outrageously confusing, which I still stand by 100% I have had to completely update/edit my review now that Victorinox have reached out to me.

I had a Victorinox customer support agent called Eric message me earlier today and I am still in shock now from the most amazingly generous gesture of goodwill he offered me to make it up.

There also isn't even any need for me to keep the rather long and detailed moan I posted yesterday because I do genuinely believe that Victorinox will now look in to making the returns process for UK customers a bit more straightforward than it currently is.

Hence no matter how kind Victorinox allowed Eric to be to me, which I am deeply grateful for, it doesn't change the fact that they do actually need to solve the numerous issues British customers encounter if they want to return items from their orders as a matter of urgency. The whole returns process does desperately need simplifying and streamlining which very much includes DHL doing their bit too so fingers crossed for the not so distant future.

Yesterday I wrote that my experience had left me completely disillusioned with what I believed was a really great company.

Well today I am glad to say my faith has been fully restored as there's very few companies out there who would have gone to the lengths that Victorinox did today, it was absolutely amazing so a heartfelt thank you.

I have the ALTMONT ORIGINAL FLAPOVER LAPTOP BACKPACK, I use it in daily life, work, home and I take it when I travel, so sometimes food has fallen or some liquid has been spilled, rain and smog, so the bag as normal start to be smelly, I have had the BACPACK for less than a year and I washed it following the instructions NOT to put the bagpack in in the washer and dryer, I washed it manually, so I put it in a bucket with gentle soap and water, scrubbed the stains that were impregnated in the fabric that came out perfectly and left it in the bucket, then when I took it out and let it dry handled inside a room, It shrank on the side of the closures, the handles, the straps and the back completely, so I contacted customer service, explained what happens with the bagpack , among many emails back and forth, they try to find the slightest excuse for not giving you the warranty , which they put at 10+1, plus 2 years here or there, I mean it's easier to get hospital insurance than to complain to Victorinox about their products, and the person who answered my emails tells me things, like "we give advice to clients" "the tips that we give to clients" that I asked her insistently where I could find those recommendations, and she never gave me an answer, because on the page, the washing instructions are for certain fabrics,and that's it, so I searched on victorinox web page,Google, YouTube, other pages on Facebook and I never found anything related to what she told me, so it makes me understand that the client, after what happened, whatever the case may be, they give the instructions and that's it, one to one, but surely the warranty It doesn't cover you and you have to throw the bagpack/suitcase in the trash, I mean they treat you like a mother to a spoiled child, among other emails, I told her that there is nothing on the bagpack that says how you can wash the bagpack, but it is written that It is made, and I searched and look those materials,they are materials that some do not have to have contact with water because they can be ruined, that is not indicated, since the bagpack ONLY says that it is made of polyester on the website where the information on the bagpack is,
the bag is made as well of these materials:
Polyethylene
Polyurethane
Ethylene Vinyl Acetate
To finish, they sell you a suitcase/bagpack or anything telling you that you have a super warranty of 10+1 years and they products are super resistant and blah blah blah, but the moment something happens, like in my case the customer service is TERRIBLE, they don't know how to give you an answer to your questions, they don't know how to show you proof of what they say, they don't know how to tell you anything related to the damage, and they continue to insist on what they say is correct, I mean the warranty doesn't cover it, doesn't cover it, doesn't covert it, put in your mind that ,when I tell her that it's not a complete information about what the bagpack is made of and what not to do to wash it, there is no answer about that, explaining that the page only says polyester and the suitcase is made of other materials other than some that cannot be touched in water , and at the same time no response. I could be sending emails back and forth, which is just a waste of time, they will never hear or read what you are saying, but remember very well the warranty its not cover, DO NOT BUY A SUITCASE OR ANYTHING RELATED, since if by mistake or something happens to your backpack/suitcase which is quite expensive, you would throw away the money in the trash, since the customer service related to the warranty, they are going to grab the smallest thing or perhaps bad grammar not to give you anything. IT'S TERRIBLE.
I recommend putting a tag on the bag with instructions on how to wash that product, saying the temperature of water, what not to use or which parts not to put in water, soup and as well saying to not put in the wash machine or dryer. if you really care about the customers give them information about how to wash or maintain the bag, because the web page is so general info, and do. course to your customer service of how to treat to a client and listen.