ZWILLING UK Reviews 111

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

6 weeks and counting without a kettle or refund because of their terrible customer service. How can it possibly take so long to issue a refund? I'm going to start charging them interest for the length of time out of pocket.

Beyond a joke now on the kettle recall. My wife submitted all the pictures/details etc and it was registered around 14 April.
Just now (19th May) she has received an email thanking her for registering and she can expect reimbursement in 5 weeks. Words fail me.

Fraudulent 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.

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.

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.

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.

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.

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!

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.

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.

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.

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.

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.

Kettle was recalled due to being unsafe, I was told to cut the cord and send photos with the date which weren't accepted by Zwilling. I then emailed as recommended with more photographs and two weeks later have heard nothing. This seems to be happening to others too judging by the reviews and is unacceptable. I've cut the cord on the dangerous kettle which I can't use and now it doesn't look like I will be getting a refund. Disgusting really.

They sent an email to say our kettle is dangerous and we needed to cut the power lead and send them photo proof to recieve a refund. We did this immediately and 6 weeks later we still have no refund!!
PLEASE AVOID GIVING THIS COMPANY ANY MONEY!!

Hello ZWILLING

I would to give you some feedback on the disgraceful way you have treated your UK customer base . It's has been nearly a month since you instructed people to stop using your kettle. You insisted on people cut the cord making the product unusable yet we are still no closer to a refund. The way this has been handed is embarrassing for you as a company. All trust in you as a company is being destroyed. I personally will never purchase another of your products. And i am sure a lot of other people will feel the same.if this was amazon or John Lewis it would of been dealt with .by returning the item and a refund given .a lot of people are still without a kettle and the complete lack of sympathy for customers who bought a kettle and toaster is a disgrace. You really need to sort this out .

Regards Paul

Purchased a kettle and toaster together, only for the kettle to be recalled shortly after. While they refunded the kettle, they refused to refund the toaster — leaving me with a standalone appliance that no longer serves the purpose it was bought for.

Customer service repeatedly hid behind “policy” rather than offering a fair or proportionate resolution. Disappointing experience from a brand that positions itself as premium.

FYI… Kettle recalled as very dangerous…!

I bought a kettle from these guys, they then emailed me to say it was extremely dangerous and I had to cut the cable in half and send in a photo for a refund. They then emailed to say I wouldn't be getting a refund. Despite destroying the kettle.

Worst kettle I have ever owned, extremely dangerous and cheap appliances - and very deceptive about allegedly not having the correct details in the photo they requested. They lied about what the photo request was, only saying after you have sent the photo in - that you did it incorrectly - and obviously I have thrown the kettle in the trash.

"Dear Arjuna Vishnu,

Thank you for your photo submission for the Zwilling Enfinigy electric kettle recall.

We have reviewed your photos and unfortunately, they don't match the requirements, and we cannot determine doubtless whether your kettle is affected. Reason: Photo submitted does not have the paper with your Email and/or Today's Date which are required for approval.

Please submit new photos by e-mail to zwillingkettlerecall***sedgwick***com following all guidelines. Please ensure you include your reference ID number from the subject of this email.

In any case, it is very important that you do not use the kettle any further

Kind regards,

The Sedgwick team on behalf of Zwilling."

IGNORED MY REQUESTS FOR A REFUND

I’m extremely disappointed with my experience with Zwilling.

I purchased a kettle and matching toaster together as part of a coordinated set. The kettle has since been recalled, which I understand is sometimes unavoidable. However, Zwilling has refused to refund the toaster, despite the fact that it was bought specifically to match the now-recalled kettle.

Had I known the kettle would be recalled, I would not have purchased the toaster at all. The two items were clearly intended to be used together, and the recall has effectively rendered the toaster pointless for me.

Customer service has stated they are “following instructions from Germany”, but this response feels dismissive and fails to take into account the broader impact on the customer. There has been no flexibility or goodwill shown in resolving what is clearly an incomplete purchase due to the recall.

I would have expected a company of this reputation to handle the situation more fairly and with greater consideration for its customers.

Very disappointing experience overall.

If you want, I can make a  shorter version or a  more aggressive one that pushes harder for action (sometimes useful if you want a response quickly).