Victorinox AG Reviews 

Bought a carry on spinner 5 years ago (Spectra line)
on the knowledge they had a 11 year guarantee programme in place.

Travelling through Europe earlier this year I had noticed a crack appearing in the base of my spinner, informed Victorinox and they claimed that this was a case of 'non-appropriate use' and cannot repair / replace under warranty. I have never checked my spinner in and i've taken extreme care whilst travelling with it so needless to say I was absolutely disgusted with their service.
Then they had the cheek to offer me 30% off a new product off their store.

Moral of the story, If you're looking to purchase a Victorinox item, make it a pen knife. Thats what they're good at because It's not luggage or carry on spinners.

If you want hard luggage that actually does what it says on their warranty tin, go to a luggage company.

Dont waste youre money on anyother multitool. Vitrionox are the absolute best. Mine went back to the factory after 12 years hard use. It came back with every tool replaced brand new. They kept the outer frame, which was fantastic as its 'patina' is irreplaceable, and all this just for the postage back to Sweeden. A real tool for life.
Thank you Vitrionox, Gary

Excellent tools and service. For me the best experience with customer service within this year.

Forget trying to get a refund from this company if returning something to them from the UK. They will drag their feet for weeks and put every bureaucratic obstacle in your way. I lost the will to live trying to get my money back after returning an item to them. I should have bought it from a company in the UK. Seems consumer protection isn't the same over there.

Postscript:

Victorinox finally sprang into action after reading this review and refunded me (thank you Trustpilot).

Lovely products and packaging, but I would buy from a retailer in the UK next time.

Well my swiss army knife is a very very priced possesion here in my life, absolutely love it! Victorinox is a very heartfelt company! Thanks for everything!

Overall appalling service. Messenger bag ordered almost two weeks ago, still not arrived. Have tried to cancel order three times & rejected three times. Service levels on a scale of ten - 1/10 & that’s being generous. Never again.

Visited the Victorinox store in Oxford St today. Great products of course and I found what I wanted, but the staff seemed as if they’d rather be somewhere else and were clearly not very happy.

I have an old Swiss Army Knife that was given to me as a present a number of years ago. Over time the knife had gotten dirty and the blade no longer shut properly. I sent it off for repair and got it back this morning -- it's like having a new knife all over again! Amazing customer service!

On 17th January Customer Services at Burton-McCall received my Swiss Army knife. One blade of the scissors had come apart.On 28th March I sent them an email asking for a progress report. They responded the same day saying the knife was received and entered in their system under reference CBL-1047581 and that it had been sent to Switzerland on 25th January.
12 weeks will have elapsed on 11th April which for a simple repair really does seem ludicrous. Perhaps Victorinox AG should consider employing more people to get a faster turnaround.

Spent a significant amount of money on a kitchen knife set and was very excited to get it in time for Christmas. However, on the day it was to be delivered by DHL it got "returned to shipper" and has not moved since.

I have tried multiple times to get in touch with Victorinox customer service, but after being told I can order another set at a higher price and that they would refund the first one if and when DHL gets it back to the warehouse, they are just simply ignoring any further attempts by me to get in touch and get this resolved.

Super nice brand! I bought an army knife for my husband's birthday and it was amazing! Also the service in their store in Zurich was sublime!

The tracking victorinox provides only becomes available once the product has reached the UK. I did wait a bit longer than expected but it’s all worth it for the product. You can’t beat Victorinox’s product for the price.

I love this brand & their service. Had an issue with one of my carry-on suitcases and they would immediately replace it - very kind and understanding customer service. Also their quality is just what I would expect from a Swiss brand.

My $400 Victorinox suitcase (Werks Traveler 6.0 Frequent Flyer Carry-On) broke after barely a dozen of trips, while I was traveling in Italy. It turned out impossible to get fixed locally (even in Rome) as nobody have spare parts. Customer service suggested that these be ordered from Holland and I repair it myself (or that the suitcase is sent to Holland). Yeah, right.

Thus, apart from suffering a terrible inconvenience having to carry it around with the broken telescopic handle for two weeks of my travel in Italy, I injured my wrist (torn a ligament).

These people simply cannot make luggage - just seeing how that handle broke, the materials and things inside that telescopic handle, it is obvious that that suitcase has been made to break. Even the repair shop I have eventually taken it to, confirmed my notion - these suitcases are among the worst on the market.

I used to have Rimowa and Samsonite suitcases, even a few non-name Chinese ones and none of them would break like that, some issues would appear only after 100-120 trips or so, not after a dozen of trips. What an incredible junk the Victorinox suitcases are! Ubelievable.

To top up my incredibly poor experience, Victorinox customer service was there - unhelpful, boorish people who said that they 'would be looking forward to seeing my posts on social networks' about their expensive yet cheap, poor quality piece-of-junk products... alright, here comes one.

NEVER BUY ANY VICTORINOX LUGGAGE!

TO VICTORINOX: thanks for sharing that email, however I have already tried all means of resolving this issue through your customer service - calling over the phone, Facebook, Twitter, that email... all are completely useless. Just take back your faulty poorly designed suitcase and give me back my money. Even though it is now repaired, I am not going to use it any longer so that not to end up, within another dozen of trips, somewhere in the middle of Colombian jungle with a broken suitcase and a torn ligament.

Swiss Army Knives for every need?

When I first received my Swiss Army knife at 18 (a late bloomer), hang with me here!!

Wish I’d had known what it was because as soon as I touched it, I grew a moustache and shortly became an SAS elite solider !!!

Mum fainted and dad laughed and handed me a beer, I was born a girl !!

Minus 2 stars because my breasts where very nice 👍

Ordered the tote bag - very poor quality, and not made in Switzerland or even Europe. Over priced for such an inferior product. Only upside is that it is handy for travelling and can hold a lot.

I can't comment on the quality of the product, as it never arrived. Customer Service (I use the word advisedly) couldn't give a monkeys, and despite numerous emails in which they gave contradictory information on despatch date etc, I have not had a refund. My next step unfortunately has to be small claims court.

Edit:
See their response below for an example of sheer, cynical, hypocrisy. I email them with all the details multiple times, and they couldn't give a tinker's cuss. Now I raise it on Trustpilot, they are instantly attentive, and make out I somehow haven't given them the info.

Tried twice to order a pruning knife. First time website allowed me to order without a surname which triggered a refund despite getting a message from DHL.
Second time claimed courier couldn't deliver, as address not recognised.
Both orders I used Paypal which have my name and address! DHL deliver to me without issue.
It feels like they are not interested in selling.
Tried phoning and emailing support in UK but just get what appear to be stock replies.
And I'm now starting to get emails thanking me for returning an item I never received!
Could not recommend online store this despite the quality of the knives!
A very frustrating experience

UK order placed and shipped on 18 Jan. DHL insist they haven't received the shipment. I have spent hours emailing and phoning Victorinox; when I occasionally manage to reach a representative, they claim the package is in UK customs. DHL have clarified that this is not the case multiple times. Flat refusal to refund, reship or even engage with my complaint. Appalling.

Edit: Despite the swift reply below, Victorinox are yet to actually contact me to resolve the situation.

I ordered some knives on 18.12.2021, knowing full well they would not arrive until after the Christmas/New Year period. I received shipping confirmation on 20.12.2021 however there was no tracking number or updates on the page at any point. On 22.12.2021 my bank notified me to say I had been refunded the amount of my order. I tried to fill out the online form 3 times to be told about some unknown error. I eventually found an email address and was told my order was cancelled and never left the warehouse. Still no explanation whatsoever. Will not be ordering directly again!