Staub U.S.A.

what a warehouse sale pots and pans knives and table ware easy to find and to park porta potty in the parking lot coffee shop inside and easy checkout and they took plastic

False Advertising, Misleading and Misrepresentation I purchased a knife set, 8" Chef knife as per the description. As of date 2/15/2024 this is still unresolved, still unresolved, SPECIFICATIONS Item no. 35679-001, listed under Lunar New year Sale for $75. https://www.zwilling.com/us/zwilling-professional-s-knife-set-35679-001/35679-001-0.html Description clearly states 8" Chef knife The item has not even shipped yet although I have been charged and am still disputing this order. I ordered an 8" Professional S Chef knife. I did notice the picture had an additional knife that is not my concern. Description clearly states 8" Chef knife and my search on your site was for 8" Chef knife, lunar new year sale had the 8" Chef knife I wanted, again as per description. Picture showed two knives, a chef knife and another knife for $75.00. Description clearly states 8" Chef knife and wood cutting board although I only needed Professional S 8"Chef knife as stated in description. The picture shows a 2nd knife advertised as a knife set. I purchased the set for the 8" Chef knife but as of 2/15/2024 Zwiling won't honor their own description amd their own advertising. Below is the description copied pasted from your own website for the item number I ordered. DESCRIPTION "The Professional S 2-Piece Kitchen Knife set features a chef's knife and cutting board for easy meal prep. Chop herbs, dice onions, and mince garlic with the 8-inch chef's knife on the handy wood cutting board. Precision-forged from a single piece of solid steel, these SIGMAFORGE® knives have a strong, yet flexible blade. Each knife is made of high-quality special formula steel that has been honed and hand-finished by the most skilled artisans. Combined with ZWILLING's signature ice-hardening technique, the FRIODUR® blades stay sharper, longer. The sturdy bolster acts as a finger guard and provides optimal balance along with the traditional three-rivet handle. Special formula high carbon NO STAIN steel SIGMAFORGE® knife forged from a single piece of solid steel Ice-hardened FRIODUR® blade starts sharper, stays sharper longer, and has superior resilience Precision-honed blade and laser-controlled edge ensures ideal cutting angle for sharpness and durability Ergonomic polymer, three-rivet handle is perfectly bonded to the full tang Knives made in Germany" Specifications copied pasted exactly " SPECIFICATIONS Item no. 35679-001 CHARACTERISTICS Country of origin: Germany Substance: special formula steel Colour handle: black matte Substance handle: plastic MEASUREMENTS Net weight: 1.00 lbs" They state the picture of the Chef knife is only 5 1/2", yet the picture has no ruler, no comparison for measuring, and the only way to see what could possibly be engraved on the knives is to zoom in and use a magnifying glass or zoom in THEN screen shot, then zoom in again. As per todays email (2/15/2024) @ 12:36 pm they have not shipped the item yet sent me a return label. This makes absolutely no sense. Here is email "This is Stephanie from ZWILLING Consumer Relations. It looks like your order" "is taking longer to ship than we anticipated. I wanted to reach out and let you know that I've escalated it within our warehouse to get you a status update asap. This information is the most recent available, and, while you are welcome to contact our Customer Experience Team, they will offer the same status. I apologize for this uncommon delay, and we'll reach out as soon as we have more information. Thank you for your patience, Stephanie, ZWILLING Consumer Relations THANK YOU FOR SHOPPING WITH ZWILLING J.A. HENCKELS. NEED HELP WITH YOUR ORDER? Contact Us MON-FRI: 9 AM - 5 PM ET Please do not reply to this email FAQ Shipping Information"

Ordered a tea kettle on January 6, was sent the wrong product a week later. Was forced to go through their return process for an exchange. The exchange never happened, they decided to processing a return instead because they were incapable of sending the correct product. It's been a months and I haven't gotten my refund. Do not buy from these people, literally thieves.

I ordered 5 nail clipper set and only received two. wait for a Month and email Zwilling "3" times with no clue. Ask to cancel but they reply: "We are systemically restricted from making changes or cancelling orders once they have been submitted and processed." Won't do any more shopping with Zwilling and don't waste your time deal with horrible customer service. This is the worse experience I had in online shopping!!!

Horrible experience. They shipped me the defective products and I followed their instructions to return it for a refund. It's been over three months and I never got my money back.

The knives I received directly from their warehouse in N.Y. have obviously been used: (1) see the attached photo of how one side of their manufacturer's box was crushed and the top flap was torn, but their returns web site does not allow attachments; (2) the outer UPS shipping box was pristine and undamaged; (3) the tape sealing the inner box containing the knives was smashed and cut open; (4) the shipping tip guard on one knife was missing and had been removed from two knives; (5) the paring knife shows signs of having been sharpened. They apparently have a very reckless and uncaring shipping department who should have never allowed this to be sent. Their managers need to do a much, much better job of protecting their reputation, removing unacceptable employees, and providing customers with an acceptable product. I twice submitted a request for a replacement, but they never responded. How do they expect to stay in business with unacceptable service and products, especially now that their knives are being manufactured in China, with some models using inferior grades of stainless steel that rust too easily? If you look at their spec sheets, only certain models have "German Stainless Steel" shown. I saw several rust complaints on the internet. BYW, I ordered another Henckel's knife set through Macy's, and they were also in bad shape. I was incorrect in assuming that it was Macy's fault, but Macy's should have never shipped it. I returned it and received a full refund and apology.

Customer Service and Return / Refund process is awful, I sent the product back and included paper work as instructed. 7 weeks later and several contacts to customer service I still don't have my refund. Messages to customer service asking for a response other than the scripted "wait 5-7 days" go unanswered. Premium product, subpar support. You have my returned product and my money, you no longer have me as a customer

I sent them a knife for warranty replacement in November of 2022. Despite multiple calls to them and multiple promises made by them, I have still not received the replacement.

In contrast to many other reviewers, I have always liked their products, and until my last order, I had never had a problem with Zwilling. However, I have now experienced firsthand just how shabby their customer service is. As noted by others, they seem to use a call center in South Africa, and they are not good at their jobs. First, I have to mention the extraordinarily grating hold music I was subjected to for about 15 minutes. Extremely loud whistling (I'm not making this up, give them a call and find out yourself!) that I can only surmise is meant to coerce customers into hanging up. My order was shipped to the wrong address, although the address I provided was correct. Their agent confirmed this. He then told me I needed to contact UPS to get the matter straightened out. I told him that THEY needed to re-ship my items to the correct address, and was told that because they had already delivered the package I would need to work with UPS to get the package back somehow and brought to the correct address. I told them that was unacceptable, and that they needed to ship to the correct address. He said that was impossible, and said he was going to put me on hold. I mentioned the awful, grating music, and he said he could call me back. He confirmed my number, and then ghosted me. Long story short, they lost me forever as a customer and I am now fighting the charges through my credit card company. Never again. BUYER BEWARE. Do not do business with this company...or do so at your peril.

Worst post-purchase service ever experienced. Don't waste your money and time. Bought a sauce pan in Feb 2021, and it took four weeks to receive it. Found that the item was a defective product, with the pan wrongly shaped and not fitting with its top (and there is a big dent on the top). Called customer service for a replacement immediately, and they told me it might take 1 week to ship. Another four weeks passed, and there is NO update on the replacement shipping. Called customer service again for a refund, and they told me to wait the arrival of the replacement and then return for a refund, even before the shipment of the replacement. Left a feedback review on the Zwilling website, and it was removed by Zwilling immediately!

My Henckel knives started to rust less than a year of owning them. I called the company to let them know what was happening and they asked me to return them along with photos of the knives. Three months later, still have not received my knives! They claim they are backed up and will get them to us after they examine them. Still patiently waiting.

I ordered their nice trimmers on 12/25 and didn't get them for almost a month. Now, if they would've been in contact with me at all during that time, I would not be upset, but 2 weeks later, no tracking number. So I emailed several times and got no reply. I called during their hours, it rang and the call dropped. I bought these through PayPal, so I filed a claim with them and only then, did my trimmers come. The teacking number showed that they didn't even send my product until PayPal contacted them. Great products, even though they are $45, but NEVER buy from them direct! Go through Nordstroms. Please, take my advice. It'll save you a headache

The worst customer service I've ever experienced. I ordered two sets instead of one by accident. Well, kind of. I've never received a confirmation after purchasing the first one, also my cc was not charged until after the shipping, so I had no clue if I actually bought it or not. I tried calling, no one ever picked up. I sent an email, no one ever emailed me back. I finally reached someone on Facebook page, and they said they will take my return. I shipped one of the sets back and still have not received my money back. I've on the phone since 2 hours, no one is picking up. They said they will call be back, no one ever did.

This is about Zwilling customer service: ITS AWFUL, Trying to return a single product, Asked for a credit on my account it has taken weeks and every step requires recontacting customer service, no wonder they are experiancing (un)USUAL high call volumes, The exchange amount has changed everytime I have called, The options have changed everytime I have called. Look products sometimes are delivered that we are unhappy with. The customer service system has been horrible!!! Order the same product from Amazon for the same price, faster delivery, if you need to to a return easier.

Garbage steel that won't hold an edge. Poor value for the ridiculous prices! Lousy product overall.

Zwillings is a great example of a company that has great customer service. I could not be more happy with how they handled my recent issue. I bought an expensive chef's knife from Zwilling in November 2021. Two months later I noticed a tiny portion of the tip had somehow broken off. I got on their website and used the chat function. Within a minute a Zwilling rep was on the chat. I gave them the information, five minutes later they emailed me a return slip and replacement is on the way. They did not question how the damaged happened, even though a broken tip is almost always caused by using/cleaning a knife in an improper manner, in other words, user error. I honestly don't know how the damaged happened as I was careful with this knife. Anyway, great customer service at Zwillings!! They now have a lifelong customer with me. I will buy all my cutlery through them going forward.

unfortunately, most of my set is rusting, they are brand new as I am a single man hardly cook.

I bought these thinking I was getting quality lifetime knives. Im 72, partner is little younger. We certainly arent hard on steak knives but in under a year 2 have broken off at the handle. Im sure they wont find any defect and will blame the breakage on us so Im not wasting time with warranty. Im afraid I've been misinformed about Henckels, I seem to have bought a WalMart set of knives by accident.

I'm not much for reviews, but when I do, I believe them to be honest and sincere. Sadly Zwilling's US Corporate guidelines disagree. I attempted to post below review directly with Zwilling, but they found it not meeting their "guidelines". "Quote" Great Knife, Poor Service This is a great knife, high quality well-made. Just don't buy it directly from Zwilling, they are poorly positioned for B2C sales. Their dispatch is outrageously slow, and their customer service unresponsive. "Unquote" They responded with an email informing me that they wouldn't post the review. To make matters worse, they asked me what I thought of another knife. That knife has been in transit for the last two weeks, and is yet to be received. Not only are they to tone-deaf to their customers, they are also disconnected.

Have a set of knives which were a couple hundred bucks which I bought a year ago because I have the pro versions which are made in Germany and they have been great. Unfortunately the set I have is made in China. So on the set there is rust on every knife between the handle and the metal shank of the knife. The scissors also have rust all over them. So I set up a warranty claim and the email said it will be 4 weeks for the replacements to ship. So I inquired today through email and they answered back that it will be 14 weeks to get a replacement set. 14 WEEKS!! No option to get a credit or to speed up the process. Crazy how a good product name could allow a chef who uses these knives daily to be expected to wait 3 months for a replacement due to faulty product that I paid good money for. Really sad to think that if they are that far behind, how good of quality is their product?? Might not be as good as we are made to think!!

On hold for 20 minutes with customer service so finally I chose call back without losing my spot, it took 2.5 hours to get a wireless caller say it's best for me to email them my concerns and it'll take 2 more days for a reply? This kind of company will accept your money quickly but when you need help? They'll just take their sweet time

Recently I lost a steak knife from my knife set. I called the company asking to buy another steak knife. The original set was 2 years old and was an expensive set. I figured the cost of the knife would be at least $15 or more. Well I was totally thrilled when customer service told me they would gladly replace the knife free of charge. I just got the knife delivered to my door and just want to say that this is a company that goes above and beyond what I expected. In this world we live in with all these impersonal corporations, it was a pleasure to deal with Zwilling J.A. Henckels.

I have a staub grill pan that was used 4 times. It cracked, stuff went everywhere. I called the company for a replacement. Their customer service is terrible. It takes days to hear back. Then they want you to ship back the item at our expense.....shipping is expensive, the grill pan is very heavy. I tried to take it back to Williams and Sonoma and they make YOU deal with direct with the company. My guess is because they are so difficult to deal with. I'm so sad about this. My husband spent a lot of money on this pan..... NEVER again will I buy a product this company makes! Stand by your product or charge a whole lot less....this "cast iron" pan never should have cracked.

Lovely customer service over the phone. They dealt with my issue promptly and thoroughly. I am very happy with the company's policies and they were absolutely a pleasure to deal with.

I ordered 6 things from Zwilling for my son and ex-wife for Christmas, my sons birthday is Christmas eve, I received 5 items in 4 deliveries spaced well apart, I ordered this at the very first of December and the last item of the 5 items just made it in time, the 6th item wasn't here at the first of January so I called and listened to their music for 60 minutes and was hung up on, called back in a couple of days and waited 39 minutes and hung up on, called back and waited 25 or 30 minutes then someone answered and was told they didn't have that color so I said another color was ok, 5 1/2 weeks later have not received it yet. What is funny each time they said my wait was 2 minutes they had no trouble taking my money at the beginning though.

Absolutely horrible service. I place an order for items on their special sale to find the item minutes later for $60 cheaper on amazon. No biggie that happens, now I know to never buy direct from them. Here is where it all falls apart. I sent an email immediately after asking to cancel the order or if they could price match their own item. No response. I called and left a message. No response. I got two advertisements from them so I called again and waited for 20 min then opted to use their "well call you back and keep your place in line" feature. Three hours later I get an automated call apologizing for not responding and that my place in line was lost. This is such an easy, softball, issue but apparently they cannot be bothered with their customers. So much for Kramer Knives.

I have been purchasing Zwilling products for years and loved their products. I decided to save up for a Staub 7Qt Dutch Oven. Bought it on Gilt.com during a 3 day promotion. Upon receiving it I noticed a blemish on the lid the size of a fingerprint and it's a rough spot. I'm very concerned this will become a chip in the enamel over time. I called Gilt.com and they said I need to contact Zwilling since they no longer carry this product after the 3 day promo. I had no idea that Zwilling now owns the Staub brand. I contacted Zwilling and sent them pictures and they passed the buck. Told me that Gilt.com has to replace the pot. Well that's not possible since it was 3 day promo. All Gilt.com could offer is to send me a return RMA label. I don't want a refund, I just want my pot replaced since it's brand new. I haven't even had it for a week yet. I have a warranty and Zwilling is not honoring the warranty. I'm going to contact the Better Business Bureau because what Zwilling is doing is illegal. Zwilling you cannot pass the buck on a customer when they have a warranty. I was so excited about buying this Staub pot but the customer service at Zwilling is horrible. It's bad enough that during COVID they do not take phone calls, but rather require the customer to email them.

Fantastic customer service. I had purchased 11 different sized knives plus 8 steak knives from Zwilling JA Henckels. They were professional quality. The design was called "Twin Cuisine". After 15. +/- years of ownership, there were cracks in the plastic handles of 12 of them. So I dropped them off to see if the would be warranties. This particular design was out of production They asked me to select a different design and I did The next day I received an email saying that they processed my warranty claim and I would get my new knives in 7-14 days. The very next day, there was a package at my door with the new knives This is one of the best companies that I have ever done business with and had to have something replaced I will never buy a different brand of knives. They have a customer for life

This company gave me the worst shopping experience and terrible customer service. If you want to save your life time and out of mess, don't even bother purchasing here! There are plenty of sellers with great customer service out there!!! - I ordered a 3-pc round Cocotte set, Black Matte and it took almost 3 weeks for it to come and they came as cherry color. There is also visible pinhole on the edge of the pot. I contacted the customer service and it took them more than a week to reply. Then they asked me to send a photo. From there, it took them another week to reply...Well, they said those pinholes are very normal in the manufacturing process. (I purchased my first staub on saks fifth avenue and it came very nice and clean. Unlike this one from Zwilling - the official US seller of Staub, it came in very dirty).

This company has given me the worst online purchase experience. I made a purchase on November 25th, 2019 and they took the money out of my bank for $196.16 with no confirmation information. It has been a week and STILL NO CONFIRMATION OF MY PURCHASE! I understand the Thanksgiving holiday but I was not even emailed an automatic response stating the holiday would delay shipment. NO CONTACT FROM THE COMPANY AFTER THEY TOOK MY MONEY. I filed out a contact form and that came back easy for a case number. NO follow up. I called the company TODAY before their 5pm east coast closing time and not one person answered. How the hell has this company managed to stay in business? By stealing money from people apparently. Never will do business with them again.

I ordered a Staub casserole from Zwilling.com. It is a $300 item. I ordered it in plenty of time before Christmas. I received no confirmation let alone a tracking number. I called a week after I placed my order and found that it had still not shipped. They had of course charged my credit card a week earlier. Two days later at called and the same ridiculous customer service chaos was at play. An ignorant person assured me that my shipment would have no problem arriving in California via UPS ground in two days. WRONG. I would advice no one to order from these folks. Despite my early shopping, they've managed to screw up my major present for a very special person. They should not be trusted. I certainly hope I get it but they've already screwed me over by incompetence.

A quick review to express my total satisfaction. About 7 years ago i was presented with a knife set as a gift. A few months ago one of the knives stuck in the dishwasher and the very end snapped off as i removed it. I sent this in and assumed there would be no warranty. I was delighted to receive a new replacement knife in the mail about a month later. This is a manufacturer that stands behind it product and looks after its customer, which i will not be one for life. 5 Stars.

I Just received 2 replacement knives that I have had for over 10 years. These people are truly amazing and professional. Will buy J.A. Henckels forever. Thanks

Worst of worst customer service- zero communication. Ordered set of Zwilling knives Nov 30 as Christmas present. Delivery by Dec 15 was indicated. As of Dec 24 no knives have arrived so no present for my wife under tree. No communication to me about order delay or status. Online status shows vague "processing". Attempts to find out what is really going on and when if ever the knife set might be delivered have proven fruitless and frustrating- phone and email- no response. Phone recording tries to blame Covid, weather, Christmas... complete BS. Multiple emails not answered. On hold with phone for hours then dropped. Something very wrong with this company. Must be run by a group of deranged monkeys. Now I am stuck in limbo with no knives, an order they may or may not fill whenever they please. No ability to order so I'm sure if I buy elsewhere they will ship next day and charge my credit card so I end up with two knife sets. A mess...

This is not a product review but a service review, or lack of service review. We ordered a knife block online as a gift. It showed as available. When we checked again after not getting a shipping notice, it was out of stock, the pending charge on our credit card had disappeared and our Zwilling account showed no order (it still doesn't). Since we couldn't get an answer on the phone, online or via email, we cancelled our order in writing on the website. We ordered the knives elsewhere. When we got our credit card statement the other day, there was a charge for the knives 8 days after we'd cancelled. Again after no responses to our inquiries about why we'd been charged, we received a shipping notice out of the blue. The customer service line takes hours to call back, they don't answer questions, written requests aren't responded to as promised, and they ignore cancellation requests prior to being charged and shipment commences. Now, to make matters worse, they want us to pay shipping to return the unwanted duplicate item. They must be kidding. If you buy from Zwilling USA, be forewarned of their poor service and how they ignore consumer requests for cancellation. And, yes, we've contacted our card issuer to contest the charge.

Annual sale for "blemish" knives means you can get chef quality cutlery at huge discount.

Absolutely the worse company to deal with.Bought two expensive frying pans and was guaranteed a lifetime warranty fro the sales person. Both pans within a year were bubbling. I called the company kept me on hold forever so i did the call back option. They called back but disconnected the call. I emailed them and thy said I had to mail both pans back to them and someone there would decide if the pans were damaged from normal wear and tear. So i emailed them back asking if I could email pictures and what I got back was verbatim of the same statement they had sent me. I will never do business and would never recommend anyone go to this company. Pat

I live Near the J.A. Henckels US headquarters this is good because once a year they have a Warehouse sale before Christmas and wow if you love Henckels products like I do this is the Event of the year. Henckels Knives and products cheaper than anywhere else me and you can buy them.

I love my sharp knives, but I am writing this review as a result of needing to place a warranty claim. The process is very easy to follow on the website. So I printed out the form, completed it, wrapped my knife (my Chef's knife blade had broken) for shipping and sent my package off with the label provided. Only thing is...I forgot to include the part of the form with all of my details, like name and address! My only hope was that someone noticed the return address sticker I put on the package. Was I surprised when a few weeks later a brand new Chef's knife was delivered to my door. Kudos to the department taking warranty claims. It would have not been unreasonable to disposed of the package before realizing the form was not included, or, just not dealing with it because significant information was missing. This is the type of competency, diligence and integrity this world could use more of. Thank you and God Bless.

I had a horrible experience w/their Customer Relation Department. I ordered a couple of kitchenware 12/6/15. On 12/14, not only the item was delayed but when it finally arrived, it was damaged and incorrect item. Looks like their warehouse was very upset w/their company, deliberately not putting any bubble wrap or anything to protect it, of course the item will be damaged. I contacted the Customer Relation Department and no one answered the phone so I left them a detail message. Still no one replied so I sent them email. I kept waiting and finally someone called Justin replied and he simply said he will send the returned the shipping label but no further info. I kept waiting another day still no reply, so I made another phone call and looks like the whole department went dead or they just did not want to answer any incoming call. I sent couple email asking where is the returned shipping label and the 4th days one person called Robert said need to get more photo. I sent another photo, after that, nothing, no reply. I was so tried about their service, so I sent another email telling them I don't need the replacement, just send me the returned shipping label and give me back my refund. What is wrong w/this company? Are they keeping my money to earn interest? As of today (12/18) while writing this comment, still reply from this horrible company. I think they had so many old loyal customer and they don't care their online customer anymore. Their Staffs (customer relation and warehouse staffs) must really hate their company that is why they don't care about their reputation?

I grew up watching my mom use her JA Henckels knife in the kitchen. It was her prized knife. All her other non-Henckels looked dated and did not look like they could hold up to the rigors of kitchen slicing and dicing. When I got my place, I decided to start out with the basic necessities...8" chef's knife, paring knife, and sharpening steel. One thing lead to another, and I was soon buying new Henckels cutlery to add to my collection...santoku, slicer, bread knife, carving fork, boning knife, 6" utility, and cleaver. After taking a cooking class, I realized that the 8" chef's knife didn't feel right; a 10" chef's knife felt more comfortable. I was able to make the exchange and have not looked back. Toss in the knife block and kitchen shears, and I've got the envy-of-my-block set that's gonna stay with me for a long while. These are excellent knives. My future fiancee won't have to worry about adding cutlery to our registry.