ZWILLING J.A. Henckels at Vaughan Mills

I purchased a brand new cocotte from this store. When I got home and inspected it, I found a clear visible defect (see photo). I contacted online customer service and was told to return to the store for an exchange. However, when I went back, a tall male staff member told me that this defect was “nothing wrong to use” and refused the exchange because it was still functional. That response is unacceptable for a brand new product. If someone bought a new car and later found a crack in the window, no dealer would say, “There’s nothing wrong to drive it.” What made the experience worse was that instead of resolving the issue professionally, the staff member called security on me, when I asked his name and opened my phone. Very disappointing customer service and handling of a legitimate quality issue. I would not recommend this store.

I purchased a cookware set from this store after being advised it was a higher-quality option than another set I was considering. Unfortunately, after only normal household use and standard cleaning, the pots developed significant staining and residue that is very difficult to remove. This does not reflect the quality that was represented at the time of purchase. I have attached photos and my receipt. I’m very disappointed and hope the store will address this issue appropriately.

Both defective items were found within 30 days and were never used. I purchased a regular item and brought the original receipt, but the staff stamped it as final sale and issued a new receipt instead. At no point did the staff mention any 48-hour or next-day reporting requirement, and when a defect was discovered on the replacement item, no reasonable solution was provided. The staff’s behavior was rude and unprofessional, and I felt treated defensively rather than with respect as a customer. As a loyal customer, this experience was very disappointing, and unfortunately, I cannot recommend this store based on the service received.

Bought barbeque set from Zwilling, a brand that claims to be the best in business. Spatula bent while i used it for the first time cooking burgers. . Definitely a sub par product. Pivot point is made out of paper thin steel. Went into store and sales rep all of a sudden does not want to either warranty, replace or even give store credit. I had $20 spatulas that still last to this day but i wanted to buy something that creates a statement and it did. Everyone at my bbq laughed their hats off. To me this product became useless and brand definitely does not honour their products or warranty. I would definitely not recommend to anyone this brand. Now this is the corporate store and not a reseller. You would think the actual store would actually warranty their own product but they not. A reseller would probably actually help more i think. Clearly this lady is not interested to. Also it is the same lady someone posted a pucture below as being rude Update. Zwilling head office mailed me a new product replacement. Clearly it is lifetime warranty and company stands by its product. The only one not standing by the product and too lazy to warranty broaken item is rude ol lady that someone made asst manager for some reason. Clearly it is not on merrit. I would choose another location with happier staff that still uses pads.

Very disappointed with my experience at Zwilling Vaughan Mills today. The 10-piece pot and pan set was clearly marked at a sale price of $100, and the representative confirmed it. After a couple of hours, when we went back the same day around 6 p.m., the sign had been removed, and another representative, Rezeena, gave a different (much higher) price and denied that the sale ever existed. She also had a rude and unprofessional attitude, which made the experience even more frustrating. I expected more honesty and better customer service from a brand like Zwilling.

I came here to complain about bad customer service and lack of responsibility. But it seems it is already reported and management doesn't really care about customers

Poor customer service seems to be a recurring theme after reading the other reviews. I had a very bad experience today with a worker who was taking the first shift today (Nov 26). She didn't even let me finish talking, but as soon as she saw the product just flat out said there's nothing they can do, and constantly repeating the phrase "wear and tear". This lady definitely needs re-training in customer service. Very disappointing for a supposedly "premium brand".

Bought this few weeks ago from this location. Never used. Only washed it to use and found out the knob is defective and they are telling me they cannot not exchange it for me. Your employee has a horrible attitude and services. I asked her name and she did not willing to give out her name I went ther at dec 14th around 8:00pm. ( she was brown colour seems like a ethopian) I am going to escalate this situation and they need to fire her

A fun store to browse if you love cooking or entertaining. I love the selection in the store which includes pot and pans, cooking utensils, their famous kitchen knives set and even double walled glasses! The store is always well stocked and every available footage has merchandise on displayed does make moving around a little challenging, especially if you have young toddlers and a stroller.