Having told us that the kettle they sold us was unsafe, they insisted that we went through a long, admin heavy process to get paid ( which has not yet happened ). This process could only START onc... Zobacz więcej
Chociaż nie weryfikujemy konkretnych wypowiedzi, ponieważ opinie recenzentów są ich własnymi opiniami, recenzje mogą zostać oznaczone jako „Zweryfikowane”, jeśli uda nam się potwierdzić, że doszło do rzeczywistej interakcji biznesowej. Dowiedz się więcej
Aby chronić integralność platformy, każda recenzja na naszej platformie—zweryfikowana lub nie—jest sprawdzana przez nasze oprogramowanie działające w trybie 24/7. Technologia ta została zaprojektowana w celu identyfikowania i usuwania treści, które naruszają nasze wytyczne, w tym recenzji, które nie opierają się na prawdziwym doświadczeniu. Zdajemy sobie sprawę, że możemy nie wychwycić wszystkiego, dlatego możesz oflagować wszystko, co według Ciebie mogliśmy przeoczyć. Dowiedz się więcej
Zobacz, co mówią recenzenci
I also want to mention the kettle recall experience I am having. They are repeatedly asking me for personal info which really isn't needed for a recall and is probably against the Data Protection Act... Zobacz więcej
I can only praise Zwilling customer service and the backing of their Ballarini brand. A pan I purchased and used in another country didn’t quite live out its 5-year non-stick guarantee. Now living i... Zobacz więcej
Beautiful looking products but then they recalled the kettle. We followed instructions but they scammed us. We cut the cord and sent in the two photos asked plus sent in the silver and embossed number... Zobacz więcej
Informacje dotyczące firmy
Napisane przez firmę
ZWILLING has been the gold standard for premium cutlery the world over for 290 years. But did you know it is so much more? Marrying the tradition of expert German engineering and stainless-steel know-how from our long history of knife-making and boasting a family of premium brands such as STAUB and DEMEYERE, the ZWILLING Group is truly the modern kitchen specialist. ZWILLING offers glassware, cast iron, nonstick and stainless-steel cookware, kitchen tools, including electrics and advanced food storage systems, and, of course, a wide spectrum of knives. We create products so that you can do it all in the kitchen.
Dane kontaktowe
Unit 4 Sence Court, LE76 1GZ, Coalville, Zjednoczone Królestwo
- 0330 363 0005
- customerservice@zwilling.co.uk
- zwilling.co.uk
1,8
Słaba
119 recenzji
Brak historii zapraszania do wystawiania recenzji
Ta firma nie zaprosiła klientów do recenzowania, dlatego recenzje mogą nie być w pełni reprezentatywne
Odpowiada na 93% z negatywnych recenzji
Zwykle odpowiada w ciągu 1 miesiąca
Jak firma korzysta z Trustpilot
Dowiedz się, w jaki sposób pozyskiwane, oceniane i moderowane są ich recenzje i oceny.
willing's recall process is an absolute nightmare
I also want to mention the kettle recall experience I am having. They are repeatedly asking me for personal info which really isn't needed for a recall and is probably against the Data Protection Act (DPA). They are also repeatedly asking me to send images of this and that, and then saying they are not good enough or required for the recall. I have had enough, and now I am just waiting for my refund. this has been going on back and forth for months which shouldnt really take this long
17 czerwca 2026
Opinia niezależna
Beautiful looking products but then…
Beautiful looking products but then they recalled the kettle. We followed instructions but they scammed us. We cut the cord and sent in the two photos asked plus sent in the silver and embossed numbers. Threw it away as clearly you would as unusable. They then changed the goal posts and wanted two more photos… but got told that a couple of days later. I complained, it didn’t work. This must be illegal and so they should be investigated for fraud/scamming. Avoid this company like the plague.
9 czerwca 2026
Opinia niezależna
Long painful process for refund on a dangerous item
Having told us that the kettle they sold us was unsafe, they insisted that we went through a long, admin heavy process to get paid ( which has not yet happened ). This process could only START once we had proven to them that we had destroyed the kettle.
Outrageous, and I suspect illegal.
If they have sold us something that was not fit for use ( and something that can scald people probably isn't fit for use), the retailer ( Zwilling ) should just pay our money back. They made me sign up as a supplier!
8 czerwca 2026
Opinia niezależna
Zwilling the Fraudulent company
Fraudulent company - in April 1st they promised to refund a recalled kettle. As of today, 3rd June, over 8 weeks later, they are still withholding refunds. Not a reputable company - avoid purchasing from these cowboys.
3 czerwca 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Hi James,
Thank you very much for taking the time to leave this feedback.
We do apologise for the amount of time it's taken for the refund process to be completed - this process is underway and my information is that the bulk of refund claims have now been settled.
If yours remains outstanding, please do contact us on customerservice@zwilling.co.uk with your claim reference number and we'll be able to update you with regard to the timing of your refund.
We know this process has taken longer than hoped, and can assure you that no fraud has taken place - all valid claims have been or will shortly be honoured.
With best regards, the ZWILLING UK Team.
Kettle safety recall
I was advised by Zwilling that a kettle purchased from them was subject to a safety recall. I was instructed to cut the plug off the kettle base to demonstrate that the kettle had been decommissioned, and submit a photograph of the kettle. I emailed a copy of the photograph on the 12th April 2026 and received confirmation on 15th April that I was entitled to a full refund.
I was told that the refund process would take 3 weeks, which would have been early May. I have contacted Zwilling and their partners Sedgwick, who are dealing with the recall, numerous times to be told that the refund would be processed in the next few days. These deadlines have all passed without any sign of a refund. Zwilling Customer Service is polite but useless and Sedgwick just say anything to get you off the phone. There is one working day left in May and I very much doubt the refund will be processed tomorrow. Like other reviews I think I’ll have to contact my credit card provider to claim a refund through them. It’s a shame really as the kettle was a decent product and I was happy with it. But poor customer service would prevent me from purchasing anything further from this company.
G
15 kwietnia 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Hi Garry,
Thank you very much for taking the time to leave this review, and we apologies for the amount time it's taken for your refund to be processed.
The latest information from the handling agency is: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
If your refund remains outstanding, please contact us on customerservice@zwilling.co.uk with your claim reference number and we will be able to advise on the status of your refund.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
With best regards, the ZWILLING UK Team.
-
Edit -
Hi again Garry, having further investigated here, the information we have is that last week the payment link was sent to you and you kindly entered your details. Those details were then included in the payment run that occurred the following day, meaning the refund should have been visible in your account no later than 48 hours after that. I believe this process was confirmed by Sedgwick via email and also confirmed by our local team here.
If it is the case that your refund is still not visible, please do again contact Sedgwick directly as they have sight of that process and its timings. Beyond that, please contact us directly and we will also enquire from this end, however the information we have, as above, is that the refund should now have been completed.
The senior management don't care.
The senior management don't care.
I emailed the UK top man, Matthew Dennison, and the overall CEO Gerrit Schneider. No reply of course, not even an acknowledgement.
How to massacre a near-300 years old company's brand.
23 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Hi, if you could please provide your claim reference number to team at customerservice@zwilling.co.uk we will be able to advise on the date of your refund.
I will also follow up on the status of the response to your email to the senior team.
Best regards, the ZWILLING UK Team.
-
Edit -
My understanding is that our UK Managing Director has called you to discuss, and has followed up on your behalf directly with the relevant colleagues at our HQ in Germany, with a view to getting this resolved as soon as possible. Hopefully this will expedite matters and we can swiftly bring this to a conclusion without too much further delay.
Best regards, the ZWILLING UK Team.
Awful product and even worse customer service
They recalled a kettle product that apparently was badly designed and have caused burns already. The recall process was broken, their website unreachable, their support slow to respond and they are collecting far more personal information that they have the right to do to fufill their obligation of reimbursing me. Their support was anything but apologetic in a situation where I think that would be more than approperiate.
The kettle looked nice by the way but took an awful lot of time to boil anything in the first place.
Bad product, dangerous design and horrible customer service.
22 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Hi,
Thank you very much for taking the time to leave this feedback.
We do apologise for the experience you've had - we are sorry for the delays in the claim process.
The majority of claims have now been processed. The latest information from the handling agency is: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
If your refund remains outstanding, please contact us on customerservice@zwilling.co.uk with your claim reference number and we will be able to advise on the status of your refund.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
With best regards, the ZWILLING UK Team.
My new kettle was part of a recall
My new kettle was part of a recall. I was emailed by the Sedgwick team to inform me. I then had to prove it which was a joke and had to take all sorts of photos with cut wires and email address on a piece of paper next to the kettle. I then had no kettle and still waiting for a refund. This company are a complete mess with this recall and don't know whether they are coming or going. It's a shambles. Meanwhile they are happy to leave people without a kettle or out of pocket if they've purchased a new one. Wouldn't touch Zwilling products again.
20 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Sharon,
Thank you very much for taking the time to leave this feedback.
We do apologise for the amount of time it's taken to process the recall claim and issue the refund, and we acknowledge the frustration caused.
We appreciate it's taken longer than initially envisaged, however I can assure you that the team responsible for handling the process are working on it and will resolve each case as soon as is possible.
We are sorry for the delay, and kindly ask if you can please bear with us just a little longer until we can conclude the process.
Best regards, the ZWILLING UK Team.
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
Kettle recall for faulty product
Kettle recall for faulty product. I disabled the kettle as instructed, sending evidence to qualify for a refund. That was 6 weeks ago, just received confirmation that it may take another 5 weeks for my refund to be processed. Absolute joke of a company, with appalling customer service.
So an update from Zwilling to my review - from the date of you telling me that you have sold an extremely dangerous item to me destroying the kettle, it will take at least 11 weeks to refund me. How can that ever be considered good customer service. Absolute joke - never buy their products...
2 kwietnia 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Hi,
Thank you very much for taking the time to leave this feedback.
We do apologise for the amount of time it's taken to process the recall claim and issue the refund, and we acknowledge the frustration caused.
We appreciate it's taken longer than initially envisaged, however I can assure you that the team responsible for handling the process are working on it and will resolve each case as soon as is possible.
We are sorry for the delay, and kindly ask if you can please bear with us just a little longer until we can conclude the process.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
Avoid this company
They recalled a kettle that I bought and never returned my money despite multiple chasers. Initially, they kept saying that I will receive an email with a refund link by end of the week. And every week I would call them and they would say that by end of this week I will receive it. But now they are not even pretending that they will pay, last time I called them, the lady told me that she can't say how much longer it will take to receive a refund and to keep my eyes peeled for an email.
Wonder how long it is worth waiting before taking them to small claims court?
Has anyone actually received a refund? I destroyed my kettle one and half months ago.
P.S. also absolutely unacceptable for Zwilling to be blaming a third party company for this. They chose the third party company to act on their behalf, so they need to own up.
UPDATE: 2 months after I destroyed my kettle Zwilling finally sent me back my refund. I am therefore increasing the rating from 1 star to 2 stars since they paid in the end. However, something like this should really have taken a few days or a week maximum and not two months.
18 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Bart,
Thank you very much for taking the time to leave this feedback.
We do apologise for the amount of time it's taken to process the recall claim and issue the refund, and we acknowledge the frustration caused.
We appreciate it's taken longer than initially envisaged, however I can assure you that the team responsible for handling the process are working on it and will resolve each case as soon as is possible.
We are sorry for the delay, and kindly ask if you can please bear with us just a little longer until we can conclude the process.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
The kettle I have bought from Zwilling…
The kettle I have bought from Zwilling uk was subject to a safety recall and Zwilling stated that I will receive a full refund.
I submitted my claim on 21 April but, like other reviewers, I have still not received a refund.
I cut the cord and provided the relevant photos and have received confirmation that my kettle was affected by the recall.
However, no refund has been processed.
The way that Zwilling have handled the product recall is very disapointing. The products are poor quality and the customer service is unhelpful.
I have submitted a claim to my credit card provider under Section 75 of the Consumer Credit Act. I suggest that others also consider this option.
21 kwietnia 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Ana,
Thank you very much for taking the time to leave this feedback.
We do apologise for the amount of time it's taken to process the recall claim and issue the refund, and we acknowledge the frustration caused.
We appreciate it's taken longer than initially envisaged, however I can assure you that the team responsible for handling the process are working on it and will resolve each case as soon as is possible.
We are sorry for the delay, and kindly ask if you can please bear with us just a little longer until we can conclude the process.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
Bought a kettle and it was working fine…
Bought a kettle and it was working fine I really liked it but it has been recalled as the handle is faulty. I filled in the relevant paperwork 6 weeks ago and I heard nothing I emailed to find out why I had not received my refund last week and I was told it would be sent in a few days but received nothing. Emailed them a second time today. Really disappointed with the customer service.
18 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Saba,
Thank you very much for taking the time to leave this feedback.
We do apologise for the amount of time it's taken to process the recall claim and issue the refund, and we acknowledge the frustration caused.
We appreciate it's taken longer than initially envisaged, however I can assure you that the team responsible for handling the process are working on it and will resolve each case as soon as is possible.
We are sorry for the delay, and kindly ask if you can please bear with us just a little longer until we can conclude the process.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
Extremely slow to refund following recall. No communication from Zwilling.
Our Zwilling Kettle was adequate while it worked. It was very low powered so took a long time to boil. Then it boiled on and on after reaching 100 degrees filling the kitchen with steam so we invariably had to switch it off manually to avoid wasting energy. It looked nice, but for those reasons we didn't love it. Nearly 6 weeks ago, we were told the kettle had been recalled because the handle could fall off and we were instructed to cut off the power lead and provide photographs as evidence we had disabled it. We received an email on 14 April 2026 promising a refund within 3 weeks. After 4 weeks, we had no refund and no communication from Zwilling, so I contacted them. Worryingly, none of the contact links Zwilling provided in the emails or recall website worked, but I eventually found a phone number that did work. The customer service representative I spoke to seemed a bit bemused that I expected a refund within the 3 weeks stated in their email. Anyway, I was promised the refunds would be going out over the next week or so and ours would be among the first to be paid because of the date we contacted them. We're now nearly 6 weeks from the email that promised a refund within 3 weeks. I've got no refund and no further contact from Zwilling. Obviously, with customer service this bad I wouldn't recommend Zwilling to anyone. In my experience Bosch are pretty good for a similar price. Or the own-brand Lakeland kettle we got as a stopgap for a third of the price which we prefer to the Zwilling.
14 kwietnia 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Sean,
Thank you very much for taking the time to leave this feedback.
We do apologise for the amount of time it's taken to process the recall claim and issue the refund, and we acknowledge the frustration caused.
We appreciate it's taken longer than initially envisaged, however I can assure you that the team responsible for handling the process are working on it and will resolve each case as soon as is possible.
We are sorry for the delay, and kindly ask if you can please bear with us just a little longer until we can conclude the process.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
Unacceptable
We bought an expensive kettle of £77,95 hoping for excellent quality. The kettle was subject to a recall in April. The recall was confirmed and fully processed on April, the 14th. Today is the 15th of May and we are still waiting for the refund! Unacceptable! We have reported Zwilling to the Trading Standard.
15 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Hi,
Thank you very much for taking the time to leave this feedback.
We do apologise for the amount of time it's taken to process the recall claim and issue the refund, and we acknowledge the frustration caused.
We appreciate it's taken longer than initially envisaged, however I can assure you that the team responsible for handling the process are working on it and will resolve each case as soon as is possible.
We are sorry for the delay, and kindly ask if you can please bear with us just a little longer until we can conclude the process.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
Do not buy a kettle or toaster from…
Do not buy a kettle or toaster from this company. After possibly 10 uses of the toaster it sparked and did not work again. Then I received a recall email about a defective handle on the kettle. I have had to send photos of all aspects of the kettle to get a refund which is still ongoing!
15 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Olwyn,
Thank you very much for taking the time to leave this feedback.
We do apologise for the amount of time it's taken to process the recall claim and issue the refund, and we acknowledge the frustration caused.
We appreciate it's taken longer than initially envisaged, however I can assure you that the team responsible for handling the process are working on it and will resolve each case as soon as is possible.
We are sorry for the delay, and kindly ask if you can please bear with us just a little longer until we can conclude the process.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
The products seemed ok, but service is dreaful
The products seemed ok, we bought a toaster and a kettle. The toaster isn't any better than a cheap one that's a quarter of the price - and the kettle recall. Well, that's just really poor. In line with others on here, we cut the cord, sent in the pics (rejected as I forgot to write the date on a piece of paper in the picture) took and re-submitted new pics. Not heard anything further. I thought Henkel was a reputable company, but if their customer service defines them then they're actually dreadful.
14 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Paul,
Thank you for taking the time to leave this feedback.
We apologise for the amount of time it's taken to issue your refund. The external agency that is handling this is working through the process of accepting the claims and organising the refunds. This process should be complete very shortly and your refund will be with you before too much longer.
We're sorry for the delay on this - this process will be concluded very soon.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
AVOID ZWILLING AT ALL COSTS!!!
I purchased two kettles, both which have been subject to a product safety recall. As requested, I cut the power cable for both kettles and submitted the required evidence on 1st April. I was unable to submit both claims under one email address so I've had to ask my son to do one of the claims for me (which in itself is ridiculous). As of today, 12th May, i am yet to receive my refund and I am no further along in finding out when and how much it will be. Communication has been diabolical and having read the reviews from other customers I can see we are all in the same boat. The levels of incompetence of this company are really something. I for sure will never order anything from Zwilling again. Update as of 29 May 2026 - as per Zwilling's repsonse below I was to expecting a refund week commencing 25 May at the latest. I have not received any further correspondence from them. My claims were validated on 14th April. Simce then no one has been on contact and asked for bank information. This is a complete disgrace. I've never known a company to lie and deceive their customers like this. It is now 8 weeks since i was asked to cut my kettle cord. It shouldn't take this long. I will be contacting my credit card company as you've had enough time to resolve this
12 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Maria,
Thank you for taking the time to leave this feedback.
We apologise for the amount of time it's taken to issue your refund. The external agency that is handling this is working through the process of accepting the claims and organising the refunds. This process should be complete very shortly and your refund will be with you before too much longer.
We're sorry for the delay on this - this process will be concluded very soon.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
-
Update 2.
Hi Maria, if it is still the case that your refund has not been completed, please contact us on customerservice@zwilling.co.uk with your claim reference number and we will be able to advise of your refund status.
Please accept my apologies for the ongoing delay with this process.
Dismal handling of product recall
My kettle was subject to a safety recall and Zwilling promised a full refund. I submitted my claim on 1 April but, like other reviewers, 6 weeks later and I have still not received a refund. I cut the cord and provided the relevant photos and have received confirmation that my kettle was affected by the recall. However, no refund has been processed.
The way that Zwilling have handled the product recall is dismal. My first time purchasing Zwilling and it will be the last. In addition to the safety recall on the kettle, the toaster which I purchased at the same time also broke after a year. The products are poor quality and the customer service is unhelpful.
I have now resorted to submitting a claim to my credit card provider under Section 75 of the Consumer Credit Act. I suggest that others also consider this option.
Update 21 May: still no refund. Contrary to the responses which state “the process will be concluded very shortly”, Zwilling have now updated the timescale from 3 weeks to within 8 weeks. Zwilling have verbally admitted that they were not prepared for the high volume of claims, informing me that they received 15-20,000 claims at the start of the campaign. As other reviewers have commented, the refund process “is now beyond a joke”. I find it very frustrating that Zwilling’s standard response is to refer customers to the external third party. Zwilling chose to use a third party, Sedgwick, to act on their behalf and should take responsibility and provide compensation when that company fails to deliver.
1 kwietnia 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Gavin,
Thank you for taking the time to leave this feedback.
We apologise for the amount of time it's taken to issue your refund. The external agency that is handling this is working through the process of accepting the claims and organising the refunds. This process should be complete very shortly and your refund will be with you before too much longer.
We're sorry for the delay on this - this process will be concluded very soon.
Best regards, the ZWILLING UK Team.
-
Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
Faulty products and poor customer service
As per the below reviews, our kettle was recalled due to recent incidences of the handle falling off and seriously harming/burning customers. We were told to cut the cord and send evidence, and have now waiting 5 weeks for any response concerning the refund. The person at Zwilling customer service recall line - Dan - is extremely unhelpful, doesn't seem to have any customer service training or care for the advice he gives or tone he uses. Please can the refund be handled urgently otherwise I will be escalating this further.
4 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Sophie,
Thank you for taking the time to leave this feedback.
We apologise for the amount of time it's taken to issue your refund. The external agency that is handling this is working through the process of accepting the claims and organising the refunds. This process should be complete very shortly and your refund will be with you before too much longer.
We will also follow up with regard to comment concerning the level of service provided by the recall line.
We're sorry for the delay on this - this process will be concluded very soon.
Best regards, the ZWILLING UK Team.
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Edit - update.
Additional feedback from the handling agency: estimated validation time from the submission of the claim is around 7 days. Once validated, refund payments are expected to take between 5-8 weeks. Currently no payments are over 8 weeks. We are expecting any outstanding payments to be completed in the week commencing 25th May.
ZWILLING does apologise for delay in the process, and we hope that this information can give some clarity to situation.
Good outcome despite hiccups
The blade of my small santoku knife cracked after about 3 years of use. Unfortunately that particular knife is not on sale any more. Customer service tried to offer me a replacement from a lower quality range but eventually they agreed to replace with a slightly larger knife from a slightly better range. I had to send the faulty knife back in the post at my own expense. When the replacement came it was the wrong knife! At least they did arrange and pay for that return and I now have a good new knife.
Email responses were fairly fast. For some reason they couldn't properly open my original email to them with photos of the faulty knife, so they knew there was a problem but weren't sure what it was. Overall I feel I am being generous in giving four stars, but I am pleased with the outcome so I decided to round up.
9 maja 2026
Opinia niezależna
Odpowiedź od ZWILLING UK
Dear Peter,
Thank you very much for taking the time to leave this feedback.
I'm glad that you were satisfied in the end, and we absolutely do take on board your comments and will report those back to team so that we can improve this process in future.
With best regards, the ZWILLING UK Team.
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