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Business Profile

Cooking Utensils

Zwilling J.A. Henckels Canada Ltd

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cooking Utensils.

Complaints

Customer Complaints Summary

  • 57 total complaints in the last 3 years.
  • 16 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:13/11/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Knives we're shipped and warranty claim started in March/april of 2022. They refuse a refund and still have not provided a replacement set. They've provided 2 reference numbers through all this but no attempt to actually follow through with anything. I've attached screenshots of emails exchanged, the original receipt photo, and Canada post delivery confirmation.

  • Initial Complaint

    Date:11/11/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    * **** ****** ** * ***** *** ******* ***** ****** **** ************* I received an email from them (email pdf advertising-offer) advertisting a Wok on sale with a free gift. I placed the order the same day (email-order-confirmed) and it free gift was noted in my order. The sale price off MSRP is also misleading, as it seems most of their items are permanantly on sale. I received my order a few days later but did not receive my free gift - the next day I received an email saying they cancelled one of my items (email-gift-cancelled), and that they would refund the item on my order (of course a refund on a free item is $0). I called customer support to try and get a resolution, but their reasoning is that the item was "out of stock", and in the fine print they state "while quantities last". Although this appears to be false since they are still selling it on their website (website-chopsticks-instock) showing the item in stock. They refused to help, other than to "Investigate" the issue.

  • Initial Complaint

    Date:09/11/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased Zwilling/Henkels Skillet on Aug. 27, 2022, via ******* market place, for $49.99 + tax. 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: *********************************************************************************************************** * ** *** **** ** **** ******* *** ** *** ** ******* ******* ******* ******** *** ****** ****** **** 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 is is not a problem, and I can send images of the damaged product. I did that the very same day, pdf of the email attached. There was no response. I enquired next week, and the manufacturer claimed that they dod not receive pictures. I sent images again on Nov. 2, 2022, the email is attached. There was no acknowledgement or decision. I kept asking if they received it on not, and nobody responded. My last email from Nov. 9, 2022 is attached. The manufacturer advertises the Customer Service number as **************. This number does not seem to be manned. There is no option to connect to a live person to discuss the problem.

  • Initial Complaint

    Date:31/10/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    A 24cm Zwilling deep fry pan was purchased from ******* ******* Outlet store location in Aug 2022. The bottom started to break out/peel only after a couple of normal uses. The store refused to refund or replace because the product was used. The quality issue is unseen in my past experience with the brand so I insisted to contact the warranty department in the head office for further complaint. I paid for the shipping myself to send it back to the warehouse for inspection. The head office agreed on the quality issue and was going to send replacement on sept 12th. However, I still haven't received the replacement after 6 weeks. I followed up a number of times and they reassured me to send it but no product or tracking number is received. I am requesting the full refund of the product with additional shipping cost *** * ***** *** *** ** ********** *** *** ***** ************* ** *** ****** **** *** **** *******

  • Initial Complaint

    Date:21/10/2022

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On May 22nd, 2022, I paid $119.83 for ZWILLING FRESH & SAVE PLASTIC / MEDIUM/LARGE VACUUM STARTER SET, 7 PIECE. After numerous phone calls, we were told that the order had to be cancelled, and that we would be refunded, and to expect an email confirmation with a coupon so that we could reorder at the same price. On Oct 14th, we were asked to provide a proof of payment, which should have been refunded in Aug. ***** ******* **** ** ***** ** ******* ** **** * ******* ******** ******** ****** ******* ********

  • Initial Complaint

    Date:17/10/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased the non-stick wok made by Zwilling on 3rd Jan. I've read all the instructions of the package and use it normally. Zwilling has the warranty policy of non-stick coating for 2 years. However, after only 45 days, the coating was starting to peel-off from little to little. I immediately sent email with the photos and receipts to customer service of Zwilling on 16th Feb. I got no response until I made a call and each reply email took a week or so to go back and forth, and they finally gave me advice to go to a store to find a solution on 11th March (no instructions of how to use the wok in the whole communication). During the one month, the condition of the non-stick layer is much worse *** * ***** **** ** ** ****** ***** ** ********. After that, I took the wok to the store, and the sales representative refused to take the warranty because they say it was due to my two mistakes, first is I should not contact with customer service through email ******* **** *** *** ************ *** ** ***** ****, second is I should do research by myself before using the wok (as they said, it can only be used in low or mediem temperature, but it's not reminded in both instruction, package and website). They only take warranty for defect but not the layer's peeling off. * **** ******** ******* I purchased the the 2pcs wok, one works fine but the other has problem. What's more, 2 year warranty of the non-stick layer promised by zwilling does not count even if I used the wok only for 45 days. * ****** ****** *** ********* ***** ** ** *********** ** **** ****** *** ** **** ** *** ****t. Also, if the peeling off of non-stick layer is not defect, then what is covered by the warranty? ******** ****** *** ****** ***** ** **** ********** ********** **** *** ***** ********* ** ** ****** *** they provide no instruction to it. I*** **** ***** **** *** *** **** ******* ********* ********* * ****** **** *** ********* **** **** **** I stopped using the wok since I went to the store.

  • Initial Complaint

    Date:14/10/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchased a set of Henkels knifes. A couple of them developed a chip on the blade for no reason. I don't cut metal with these knives other than meat and vegetables. I tried filing a warranty claim and was denied. This is a *** quality workmanship issue that should of been covered. * **** ** ******** ***** **** ****** ** ****** *** ***** **** ** ****** ************* ******

  • Initial Complaint

    Date:02/10/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an online order on July 23,2022. I still have not received the order despite multiple attempts to rectify the problem with the company. The order number is *********** > Items Qty Price > Good Fortune Gift Set > SKU: ******** > 1 CA$5.00 > Every Lash Curler > SKU: ****** > 1 CA$5.00 > Mini Brow Rescue Kit > SKU: ****** > 1 CA$5.00 > Champagne Toast Slant Tweezer & Pouch > SKU: ****** > 1 CA$12.00 > Subtotal CA$27.00 > Promotion (10Signup) -CA$2.70 > Tax CA$4.05 > Shipping & Handling CA$6.84 > Grand Total CA$35.19

  • Initial Complaint

    Date:28/09/2022

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I place an online order on July 17, wait for 5 business day and still don’t see the order processed. I reach out and find out they have a warehouse issue and not able to set any expectations on when they can ship the product. They suggested me to cancel the order. Then I reply and agreed to cancel the order. Then it was numerous email to follow up to ensure the order was cancelled. Then all in a sudden on Aug 27, they sent me a shipping notice. Then I wrote to them explaining the order should have cancelled and now shipped. They want me to refused the shipment. But I was not able to refuse the shipping as there was not one at home, they just drop it off. Then they want me to ship it back on my own cost. Which I don’t think it is my fault to get it shipped with me paying for the shipping! They then charge my credit card on Sept 27. Now I wrote them 2 emails asking for a refund and a refund label. No reply. Now I got charge and the item was unopened. But I am not going to ship it back as what if they don’t refund me and paying the cost to ship back.

  • Initial Complaint

    Date:16/09/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I have called numerous time ************** I also sent knife that had a crack in it back through the mail in bubble wrap attn warranty dept as stated on the website. When I call there they state they need a tracking number i do not have a tracking number i put required stamps on and put in mail. I have bought numerous ****** products and have never run into this. ALL i WANT IS MY DEFECTIVE KNIVES REPLACED as their warranty on them states. I guess i should of returned to store level but i received as a gift. I asked to speak to a manager and I was told someone will call back I am still waiting pls help Thank you

Zwilling J.A. Henckels Canada Ltd is NOT a BBB Accredited Business.

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