Victorinox AG レビュー 362

Great service on spareparts and quick and friendly response !

I placed an order on 14th July with Victorinox (Order #60117172), and as of 1st August, I’ve still received nothing — no product, no proper support, and no refund.

Shortly after ordering, I was asked to verify my age by sending ID. I sent my ID on 16th July and again two more times after receiving automated ID verification emails — 5 or 6 in total, all saying the same thing: if I didn’t respond within 3 days, my order would be cancelled and refunded.

That never happened. My money was taken, but my order was neither shipped nor cancelled.

I called customer service around 24th July and was told the issue would be sorted — it wasn’t. I followed up again myself via email, and only then, on 30th July, did I receive a human reply from Stela Robis, asking me to send my ID as a direct response.

I replied the same day (17:39) with my ID and screenshots showing all my previous attempts.

Now it’s 1st August. There has been no response, no confirmation, and still no dispatch. Instead, I’ve received yet another automated email asking me to send my ID again — clearly no one has actually looked at my replies.

This process has been exhausting. I’ve been more than patient and cooperative. I’ve followed every instruction, called, emailed multiple times, and they still haven’t resolved anything.

Victorinox has completely failed me as a customer. Their system is broken, their communication is appalling, and at this point, they’ve simply taken my money and provided nothing.

I still want my order and am posting this to hold the company accountable publicly. However, if this is not resolved — meaning I receive either a confirmation of dispatch or a full refund — by the end of Tuesday 6th of August, I will have no choice but to initiate a chargeback through my bank and file a formal complaint with consumer protection services.

Victorinox — this is your final opportunity to resolve this.

Contact details:
Juan Lucena
Order #60117172

Please note that you already have all my contact details linked to Order #60117172 in your system. Repeatedly asking me to send my personal information again in public replies on Trustpilot or via email is unnecessary and feels like a stalling tactic. I expect you to use the information you already have to resolve this matter promptly and keep me informed directly.

Produit au top et service client digne de ce nom (changement des roulettes gratuit après un usage intensif). Le top !

I’m extremely disappointed with my experience with Victorinox.

I purchased a Swiss Army Chrono Classic model 241151 watch years ago from an in-flight duty-free catalog. I only wore the watch once, and from the very beginning, the minute hand stopped at 11 and would not move forward—a clear internal defect. The watch has remained unused ever since.

Recently, I contacted Victorinox customer service to ask if they could help, even partially, as a goodwill repair, since the defect was present from the start and the watch was never truly functional.

While the customer service agent was polite, the company ultimately refused to help. I was told the 5-year warranty had expired and that I should find and pay for repairs on my own, even though the defect was clearly factory-related and had nothing to do with wear and tear.

Now I’m left with a broken watch that would cost over $300 to repair—almost as much as what I originally paid for it (around $395), which today would be worth well over $700 due to inflation.

Victorinox promotes Swiss quality and precision, but their response shows no accountability for long-term product reliability. If a brand won’t stand behind a clearly defective watch that failed on first use, it raises serious concerns about their commitment to quality and customer loyalty.

Very disappointing experience. I will not purchase another Victorinox product again, and I would caution others to think twice—you’re on your own if anything goes wrong.

I recently returned home and discovered a wheel missing from my luggage. I went to the Victorianox website, a few days later I received four wheels and the screws needed. I’m not handy but even I was able to repair the wheel. Fortunately, I had a tiny Phillips head screwdriver. Saved a fortune.

This company produces excellent Swiss army knifes. Hard wearing and overall great quality. I like the fact you can change the scales on the side of the knives to another colour. However, there are a couple of things that bug me. Firstly, trying to find the scales for the knives in the colour you want is extremely hard, at least it is here in the UK. Secondly, and most baffling thing is that many of the knifes come with a Philips screwdriver. Switzerland is part of Europe, why are you putting Philips screwdrivers on your knifes and not the far superior pozidriv? We don't all live in America.

Bei meinem Victorinox Trolley blockierten die Räder. Die Gummierung war witterungsbedingt eingerissen. Umso erfreulicher war es, dass bereits nach kurzer Zeit passende Ersatzräder geliefert wurden. Der Service war wirklich hervorragend – die Lieferung erfolgte äusserst zügig. Jetzt läuft der Trolley wieder einwandfrei, und ich bin sehr zufrieden. Ich kann Victorinox-Gepäck definitiv weiterempfehlen und bedanke mich herzlich für den tollen Support!

You know you make great products. I was specially amazed by the swiss knife, that how can you fit so many tools in such a small space! it feels safe to have your products with me when I travel. thank you for being the brand you are. I had a great experience in one of the shops here in Zurich buying your products. will definitely recommend to more friends.

Excellent Customer Service - quick reply to my email and my replacement wheels on my work bag was carried out with no fuss by Osmar at London Oxford Street Flagship store.

I have always a fan of Victorinox and will always be when the customer service is so seamless and professional.

Customer support was easy to reach and they came up with a very good, fast and free solution to my issue (broken handle after intens use over many years).

Received a replacement that I could easily install myself with just a screwdriver.

Excellent product and excellent service!

Ich habe am 19.06. bestellt, es wird damit geworben, dass die Ware innerhalb von 1-2 Werktagen versendet wird. Die Bestellung ist nun fast eine Woche her. Am Montag rief ich an, um den Stand der Bestellung zu erfragen - mir wurde gesagt, ich bekäme eine E-Mail hierzu. Ich wies darauf hin, dass es dringend sei, da ich nächste Woche auswandere.
Ich habe nichts erhalten.
Also rief ich heute nochmals an, mir wurde mtgeteilt, dass die Ware versendet wurde und die Dame sagte, sie würde mir gleich eine E-Mail mit der Sendungsnummer schicken.
Wieder nichts erhalten. Ich schrieb also eine E-Mail hinterher, mit der Bitte, mir die Sendungsnummer zukommen zu lassen. Hierauf wurde mir geantwortet, dass die Ware noch nicht versandt worden sei und ich eine Info bekomme, sobald diese versendet wird. Ich wurde also ganz offensichtlich belogen und das ist völlig inakzeptabel. Ich hielt viel von Victorinox, aber nach dieser Erfahrung bin ich raus und werde dort nie wieder bestellen. So geht man nicht mit Kunden um!

Die Rollen an meinem Koffer waren gebrochen. Der Kundenservice hat auf eigene Rechnung neue geschickt, die man leicht selbst anbringen konnte. Der Koffer ist wieder perfekt. Das nenne ich Nachhaltigkeit.

Die Räder am alten Victorinox Trolley blockierten. Welche Freude, als nach kurzer Zeit kompatible Ersatzräder geliefert wurden. Perfekter Service - sehr schnelle Lieferung der Ersatzräder - Trolley rollt nun wieder tadellos, bin begeistert und empfehle Victorinox-Gepäck gerne weiter
Herzlichen Dank

I am extremely grateful to Mr. Osmar the manager of Victorinox flagship store. He was very helpful, polite, respectful and he has given me second to none customer service, resolving my problems. Also, I am very happy with the quality of work done by the staff at the workshop.

I’ve been a loyal fan of Victorinox for years, and once again, the company has exceeded all my expectations.

For nearly four years, I searched worldwide for replacement scales for Timekeeper Swiss Army knives. I contacted distributors in multiple countries, but the response was always the same: “Sorry, they’ve been discontinued.”

One day, I decided to reach out directly to Victorinox’s Customer Service team in Switzerland. I was fortunate to be helped by Cindy, who responded with warmth and professionalism. At first, she confirmed the parts were no longer available… but just a few days later, she wrote back with amazing news!

They had located the exact scales I needed, in the original color, and offered to send them to me completely free of charge — even covering shipping costs.

This gesture says everything about Victorinox’s commitment to quality and long-term customer care.

Thank you Cindy and the entire Victorinox Customer Service team — you truly honor the legacy of a brand that I proudly carry with me every single day in my pocket.

Purchased a backpack.
Standard use.
Within 2 years completing breaking down, zips have both detached with no excess force.
I thought this used to be a high quality company.

Following review the customer service team have been helpful and resolved the issue

It was really annoying the customer service could not cancel my order even the delivery address was wrong, even I called them only 3 minutes after I ordered it. I just want to reorder it but they can’t do it for me. Calling several times but nothing had been done. They kept on breaking their promises and did nothing. The customer services are the same as AI chat box, or even worse.
At the end, they can't cancel my order, but the product was not delievered to me. They just pretend they will contact me, but I never receive feedback from them. They also mentioned on their website, there will be delay in product delivery, the fact is the product will not be delivered.
I did inform them my contact, but they never contact me. There is no integrity for this company.

Ich habe am 12.06. eine mechanische Armbanduhr bei Victorinox bestellt, am 13.06. war sie in der DHL Packstation. Die Uhr läuft einwandfrei, auch mit früheren Taschenmesser-Bestellungen hatte ich bei Victorinox noch nie Probleme.

Bewerte jetzt das zum zweiten Mal, das erste Mal ist einiges schiefgelaufen.
Habe heute das neue Wunschmesser erhalten mit der richtigen Gravur. Es hat alles sehr gut geklappt auch mit dem Kundendienst. Das falsche Messer habe ich heute an euch wieder zurückgesendet. Ich bin sehr zufrieden mit der Qualität des Messers und bin auch sehr zufrieden mit dem Kundendienst wo das alles in die Wege geleitet haben.

Seit langem nutze ich als Vielflieger Victorinox Produkte und bin seit Jahren sehr zufrieden.
Nun habe ich erstmals für ein Ersatzteil den Kundenservice kontaktiert. Auch hier hervorragende Betreuung. Zeitnahe Bearbeitung und reibungslose Hilfe.
Vielen Dank für den super Service.