Purchased as £350 backpack 5 days ago
Purchased as £350 backpack 5 days ago. No clue where it is, and even DHL said they have not had a collection request. 25th Feb @ Victorinox AG: I have had a response from your customer team who have my email. I shall happily furnish you with the details. 26th Feb: @Victorinox AG: I have just received my Touring 2.0 backpack from DHL and thus changed my review accordingly.... As expected it's top notch / excellent (as I expected it would be).. The product itself is 5 stars! and thank you from the customer service point, your responses were quick and efficient.
Adrian King
I purchased a Victorinox carry on case
I purchased a Victorinox carry on case, which served me reliably for many years. Over time, the case proved to be durable and practical during my travels.After prolonged use, one of the wheels on the carry on case unexpectedly broke. I attempted to find a replacement part online, searching various sources, but was unable to locate a suitable wheel.To resolve the issue, I reached out directly to Victorinox, enquiring about the possibility of obtaining a replacement wheel which I was happy to pay for. The company responded promptly and demonstrated excellent customer service. They managed to locate the correct replacement part and sent it to me free of charge.Victorinox handled my enquiry in a professional manner, making the process efficient and hassle-free. Their helpful approach and willingness to provide a replacement at no cost underscored their commitment to customer satisfaction.
Keith Amato
First class service
Great product but after years of use the wheels on my carry on failed- customer service was EXCEPTIONAL. Immediate replacements dispatched- could not have been more impressed.
Bertie Mac
Victorinox's premium customer service matches their premium products
I requested replacement wheels for a Victorinox case that I bought around 13 years ago, that is still in brilliant condition otherwise. With perfect, responsive and professional customer service, the Victorinox Customer Service team sent me just the right part - despite me not having any part number. Their follow up emails and helpfulness were super helpful. Thank you!
Kathy
I have received my Explorer pocket…
I have received my Explorer pocket knife back from victorinox service after being modified, the service is 100% first class with good communication and prices all the work is carried out at victorinox in Switzerland, top quality no surprises unlike many other companies who have subcontractors that do repairs/modifications and charge high prices for no allway good quality, l really would recommend victorinox for there top quality service very rare nowadays in the Chinese domain low cost poor quality market that seem to be taking over the world.
S saunders
I sent in a pocket a knife that I…
I sent in a pocket a knife that I regulary use for outdoor and camping trips after one of the parts broke. The repair proccess was sntraightforward, the price was resonable, and the turnaround time was very fast. When the knife was returned, it had not only been repaired but also cleaned, lubricated, sharpened, and polished.
Ben
Service as good as their knives …
Having owned various Swiss Army knives for over fifty years, I recently returned one of my Swiss champs for a replacement magnifying lens! My knife was promptly returned fully repaired. The knife has also been fully cleaned, serviced with new scales & looks like new. This knife was bought as a present for my 50th birthday by my daughter with the main blade engraved & is extremely valuable to me. Brilliant service & as reliable as their knives
David Spence
Above and beyond…
When my friend to whom I had given a Victorinox "Champ" some twenty years ago confessed that he had not really treated it very well and showed me the extent of the damage he had managed to infilct upon it I was quite shocked as I had a "Champ" of the same vintage that was still virtually mint. I resolved to see if his could be refurbished. Victorinox Service peeps were amazing. All I had to do was send it to them and they would see what they could do. Four weeks later the knife was returned. It was in almost new condition wirth all the damaged an broken blades, saw etc replaced. The scales were new too but they even returned the one that had been personalised in case there was some sentimental value to it. The Invoice ..... I was expecting it to be of trans-European proportions but the Service team wrote 99% of the cost under guarantee! The only cost to the customer was about £6.50 to cover the postage. It is not often that we get anything like this level of customer service. I was really very impressed and my friend was exstatic!Brilliant service! Great products!Thank you so much Victorinox Service team! 😁😁😁😁😁😁❤️❤️❤️❤️
Julian Albericci
The best warranty I've ever experienced
I’ve had a Victorinox Swiss Champ for close to 30 years. About a year ago, one of the plier jaws snapped. Given its age, I wasn’t upset. I figured it had earned its keep and started looking for a replacement.While browsing the Victorinox website, I came across their warranty information and thought, why not try and sent the knife off more in hope than expectation.It came back, fully repaired and serviced, at no cost whatsoever not even for return postage.Truly outstanding service from Victorinox, and I am extremely happy. Many thanks.
Scott Graham
Placed an order via their website on…
Placed an order via their website on December 30th. Website claims order placed before 2pm are despatch the same day.My order still shows as pending on the website, I have contacted customer service online via the website but haven't received a reply.I am concerned that Victorinox have taken my money but have no intention of fulfilling the order.It looks like I will have to contact my card provider to resolve this and get the payment reversed.I would advise not to purchase from this company!
Christopher Hawkins
Best Service
Well, I think five stars are the standard rating for Victorinox! What a brand and what a customer service! Is it expensive? Yeah, but you are always sure a Gold-standard warranty backs their product! They replaced my 10-year-old luggage wheels for free without asking any questions.
Shad
Victorinox USA
Victorinox USAVictorinox is one of my favorite brands in the world but I was utterly disappointed and greatly frustrated by the customer service of the American Victorinox distributor. I bought a Swiss Collectible Army Knife for my girlfriend who lives in Florida and the order name and the address had her name. But the product was given to someone else at the same apartment and it was even signed with that person's name (only first name). After following up and many exchanges, a lady called Margo simply terminated the case and told me they won't be able to do anything for me. This is the answer I received after a month of waiting.
Arshia Soltani
Simply good service
What can I say, eleven years after my first Victorinox purchase and still a fan, my first quartz INOX watch is still with me, used and working well so wanting an upgrade to an automatic version I contacted Victorinox customer service directly and got the most amazing and prompt service from Eric (my contact 11 years ago!). To date I am unable to find fault with service, quality and customer care... keep it up Victorinox
Jon
delivery Delay
I made a purchase online. The delivery was delayed by a couple of days but Victorinox contacted me proactively to apologise and gave me a discount an another purchase. The product was received a couple of days later and is perfect. This is really good, customer focused service.
James
I would have given zero
I would have given zero, but one is the lowest. Horrible customer service. I please can online order well in advance of a ln extended hiking trip. It’s been nearly two weeks since I placed the order, and still not arrived. After having reached out to their customer service by phone and by email, they have taken zero action, zero accountability. It seems they honestly don’t care. It also seems either they don’t empower their employees or they do t train them. Really the worst interaction with a customer service dept EVER. They have lost a long standingloyalCustomer. Update - you can see their reply below. Zionist levels of gaslighting. 1 month after I placed the order, which never arrived, I received a refund. They make it sound hunky dory. I cannot stress enough how they were angry and stressed with me that I was following up on an order that never arrived. Nothing was successful resolved. Horrible people.
KGMA
Top service
I had a pocket knife (20 years old, given to me by my father) with a broken part. I sent it in for repair and, for a small fee, it was repaired and returned to me very quickly. In addition to the repair, everything was lubricated, sharpened, and polished. Excellent service!
Pieter Desmet
After being promised an email to try to…
After being promised an email to try to help resolve my situation of my cases that have been used for 10 times in perfectly good condition the wheels have completely failed which means I’m not able to use the very expensive hand luggage that I bought…You promised to come back to me with a resolution and surprise surprise nothing to date please if you’re going to help me reach out and do as soon as possible rather than empty promises which is just further frustrating Very unhappy Customer your reviews speak volumes
geraldine haisman
A wheel broke on my Victorinox Carry on…
A wheel broke on my Victorinox Carry on trolley case. Even though my bag was over 2 years old Victorinox very quickly sent me replacement wheels free of charge. They even helped me with instructions. In today’s world it was an absolute pleasure to receive such good service. Thank you Victorinox
Ian Park
Non existent customer care
I’ve ordered from them a chefs knife amongst other kitchen knives. However, after around 1 months this quite expensive chef knife blade had rust marks on in few places. I’ve contacted them straight away and they sent me how to care info!Then after few emails I’ve managed to send it off to Nottingham on my expense for investigation. However, there were no confirmation of receiving it or how long it was going to take. After few weeks I get random message from DHL saying they have delivery from victorinox so I take time off from work and wait at home. The delivery guy arrives with a huge like 1mX60cm empty open box with my address on asking me he is here to pick up stuff to be delivered!? Huh? I say I was expecting a knife delivered to me which is as tall as a wine bottle. When he checked inside the box there was no instructions for anything and he couldn’t confirm which company asked this collection! Then he decided to tick his box as I refused to take. He also told me there maybe another DHL person delivering from victorinox if I was expecting it! He was convinced that what he had in his arms (an empty box)was not from victorinox! I waited and waited for the next DHL person and no one came. When I contacted the victorinox they’ve told me DHL tried to deliver and I was not there to receive it so I need to get in contact with them!? I was furious! Why should I!? DHL doesn’t know what’s going on victorinox neither. so I get asked to clean up mess or they keep me busy by going back and forth to cover up their big time failing! The lady on the other side is quite unhelpful and rude if I’m honest . I’m not receiving an huge empty box. I want a refund and a very big apology! It’s not good enough Victorinox! What I would have expected from them is to give me a time frame for the investigation and if conclusion is not reached by that time I expect an apology as well as the option for sending a new product or full refund! we are not taken seriously by this company! This is my experience with them so far!
Jen
Quality Guarantee = Worthless
Contacted Victorinox Australia about broken scissors on their small pocket knife, provided photos and confirmed all I use it for is to trim my finger nails, which is pretty much the only thing they're good for being so little.Their response, 'the scissors are only for cutting paper'... who the hell uses 15mm scissor blades to cut paper?Utterly pathetic response, just dodging their quality guarantee... which means their guarantee is as worthless as their customer service...DISGUSTING.
Michael
