ZWILLING J.A. Henckels Reviews 710

Terrible customer service. They were so bad that I thought I was being pranked👎

I've had maybe three-four cases of being in contact with their customer service, since they are a large company who own many famous cookware brands.

Basically in every case have I been disappointed at the way they reply. They sometimes don't even seem to read the message. Their answers are short and... well, do not really answer the question.

What's even worse is that for some of their brands, like Staub, there is hugely contradicting advice coming out from their official channels. I mean sometimes advice that is directly, head-on contradictory - like "always preheat all our cookware empty" and "never preheat it empty". Even advice within the same booklet can seem contradictory at face value; like "never preheat the cookware empty regardless of heat setting" and "we recommend that you brush on a very thin layer of oil and put it on the stove on a low-medium heat setting" - meaning, it's basically being heated empty. Therefore, it would be helpful if they would be more precise in their answers when questioned. I've heard cases of them not accepting warranty claims because instructions weren't followed, but I can see why.

bought a set of stainless steel pots from this company. I have used stainless steel cookware many times before, so this was not my first time and I know how to use it properly.

However, after just one use, the inside of the pot changed color. I contacted customer service several times, but they refused to accept the issue and said it was not covered under warranty. They claimed that the heat on my stove was too high, which is not true. I always cook with stainless steel pots and have never had this problem before.

This clearly shows the poor quality of their stainless steel, but they did not accept responsibility. Their customer service is very disappointing, and because of this experience, I will not buy from them again.

I am extremely disappointed with Zwilling’s lack of transparency regarding their promotions. I placed an order exceeding $200, specifically adding extra items like a Vacuum Box to my cart just to ensure I met the threshold for the advertised "Free Gift" after applying a discount code.

Now, customer service tells me that the free gift cannot be combined with a discount code—a "rule" that was never clearly communicated during the checkout process. If the website had flagged this, I wouldn't have purchased the extra items just to hit the $200 limit.

Essentially, I spent extra money to qualify for a gift that was then denied to me based on hidden terms. This feels like a bait-and-switch tactic. As a loyal customer who spent a significant amount, I expected better. I will not be shopping with this brand again unless this is resolved fairly.

This company performed really well in my recent purchase and first experience with this company.
Within 24 hours of my online purchase I was advised that the item had been dispatched and I received it the following day. It was well packaged and arrived in perfect condition.
The item itself, a kettle, is of high quality and I’m very happy with this purchase. I would not hesitate to buy from this company again

This company needs to take a course in customer service! I received a knife set with a missing knife. Then after a delay the wrong knife was sent to me. During the process emails I sent were ignored. I was told by customer service that if I wanted to make a complaint to the directors I had to send it via them! The very department I had an issue with. In my frustration I sent a complaint and copied in their parent company in Germany, the level of service obviously comes from the top as I heard nothing back from the directors in the UK or Germany.

ZWILLING All * Star

12 cm Steak knife, silver

Shipped on: January 28, 2026

Total: C$ 23.74

Ordered a Staub La Coquette online from a kitchen store in Toronto. The item was shipped in a box that came directly from Zwilling, not the store I ordered it from. It was defective- it had a chip in the enamel. It was clearly a factory second, which Zwilling sells on their website. Fortunately the store I dealt with has good customer service and paid for the return shipping and refunded my money. I don’t blame the store, I blame Zwilling!! Therefore, I will make sure I never order directly from Zwilling, especially after reading all the negative reviews.

I ordered a product at 11:55 at night. At 8:00 the following morning I had changed my mind about the color. I called Zwilling to change the color and they said I couldn't change the order. I then asked to cancel the order and they said it can't be cancelled. the representative said he would send me a link to return my order once it was received. I did not receive any email. Later I contacted customer service again and asked to cancel my order. After speaking with a manager the representative said it would be cancelled. Later that day I received an email saying the item had been shipped. Two times representatives lied to me. Never buy from Zwilling. They are liars.

I was looking for an all stainless steel kettle with no plastic in contact with the water, and this kettle ticks those boxes! However, it goes downhill from there... the touch controls are fiddly (they take too long to respond, like 2 seconds, actual traditional buttons would be better imo, although touch ones are theoretically easier to clean) and for some unfathomable reason, it boils for 15-20 seconds, spewing clouds of steam everywhere and dripping condensation down the wall (not to mention wasting electricity!).

Additionally, the kettle doesn't turn itself off fully once it reaches the set temperature, even though it has a keep warm feature - with this disabled it'll start reboiling the water after it's boiled and you've made your tea/coffee, so you essentially have to > turn it on with the annoying 'buttons', wait for the water to boil, make your drink, then put the kettle back on the base and then turn off the kettle at the touch controls... madness! It's lots of faff than it should/needs to be.

Unfortunately, I'm unable to return it as the above it 'by design'. I'm going to try and sell it on eBay and will buy something else. It's such a shame as the kettle itself it beautifully made and otherwise great.

Ordering process was easy and the toaster arrived quickly. It's stylish and takes up less space than a traditional toaster. I haven't used all the functions but it toasts evenly. Overall very happy so far.

Bought vacuum products - bags and containers. Many of the bags never kept their seal and some of the containers also constantly failed. Bought a 3M cube which developed cracks in the sides when vacuum applied. ZWILLING were not interested in my complaint despite sending proof of purchase and photos of damaged product - and kept giving me hoops to jump through asking irrelevant questions and I had to pay for the return (which they needed despite the photo) to inspect. Absolute rubbish company, poor products and very poor customer service.

I purchased two identical ZWILLING Enfinigy electric wine openers, and both experienced intermittent malfunctions. On multiple occasions, the device failed to extract the cork properly and, in one case, damaged the cork without fully ejecting it. The same reliability issues occurred on both units.

The issue was reported within days of purchase. However, because the defect is intermittent, it is difficult to reproduce on demand or reliably capture on video. Despite clearly explaining this and providing detailed information, customer service repeatedly required video proof while at the same time refusing a refund once the product had been used — even though the defect cannot be identified without using the product.

Given the premium price of the product and the brand’s reputation, I expected far better reliability and a more reasonable customer service process. Unfortunately, this experience resulted in a complete loss of confidence in both the product and the support provided.

If I could give a negative number I would. I bought a $375 staub crocette in October and by December the lid had chipped. Sur La table holds no responsibility. Zwilling is full of fluffy BS platitudes that mean NOTHING. They require me to pay for shipping on BOTH the pot and the chipped lid. Unbelievable customer service. The quality of this company sure has declined.

I own several Zwilling products, but I rate this blender very poorly. It is dangerous to its surroundings and moves uncontrollably across the counter while in use. I placed it on my countertop next to my Zwilling knife block so they would look good together. One day, while I was making a smoothie, my nephew was playing in the kitchen. The blender started spinning and moving so much that it knocked over the knife block, nearly injuring the child.
​These blenders should be recalled. I have already reported this issue; I received an apology and was asked to return the unit. However, apologies mean nothing when someone's health is at stake—no corporate response can fix a potential injury.
​I should also mention that this was a replacement unit, as the first one had the exact same issue. The blender has been sitting unused since that day. I don’t even feel like sending it back because I expect nothing will change, other than receiving a refund or another replacement that will likely have the same defect

I had a handle separate on a Henckels knife. I contacted their customer service dept. and received a prompt reply and excellent resolution of the problem.
Fantastic customer service!

I live in Italy. I’ve bought two things (a pot and a cocotte) in two different orders. I’ve been very very satisfaid for sending and also for quality. The custom service has been precise and fast, sending me always email about staus of order and sending. I’ll buy again on this site. Sorry for my english, I’m italian 😊

Sol II 9.5 NS Frypan started peeling after 3 months of light use. Warranty requires shipping the product back for 80% of the cost of the pan, which is more than a competitor's pan. Will avoid Zwilling in future. Will also think twice about purchasign any more Henckles equipment though it has been good to us.

Avoid this company and any of its products. We bought a set of pans. We opened and the pans were scratched. Emailed the customer service and they said they only served the USA, called the UK phone and they said that they did not stock the products and should go to the place we bought. What?

Feels like a scam operation where they wash their hands about the products.