Victorinox AG Reviews 358

Update 10 Jan- Outstanding customer service- with the help of Ms Zuber my purchase issue has been resolved promptly and more than fairly. Faith in Victorinox as a prestige company which looks after its customers has been restored. Original issue- Ordered 2 Swiss army penknives on 17 Dec as Xmas presents- the website assured delivery by 23rd Dec- however they arrived late on 27 Dec- presumably not Victorinox’s fault. However, as the delivery was too late, I had been requesting a return label from them since 27 Dec- and there was a delay in resolving the situation- but now all sorted, huge thanks to Ms Zuber from Customer Services.

What can I say about these guys that would do them justice?
I called in at the shop and had one knife repaired on the spotted knowing I had another that was at home that was in a hell of a state, Corroded bits missing etc. They told me about this service in the UK and I logged on when I got home and set up a repair under warranty? I count believe it. they mailed back saying it may need to go to Switzerland and I would need to cover the postage at £15.00 - I agreed - jumped at the offer to be honest.
4 weeks later the knife reappeared and it looked like brand new. - in all honesty, it may have been the old one was that bad.
The service was as good as the knives and they are absolutely excellent.
If you have never used the service and need to, please use it. You will not be disappointed.
Peter Hill, Central Scotland.

Had my swiss champ for 30 years, unfortunately it was damaged when i leant it to someone.
It was old and well used, but also well loved.
I had heard of the Victorinox repair service and contacted them to find out more.
I sent my knife and it was roughly around two weeks
when it arrived back home.
on opening the package i was immediately blown away by the quality of there repair, its not a repair service its a restoration service.
My knife is now as new and will last another 30 years.
I thank you all for your exceptional service and wouldn't hesitate to recommend Victorinox to any one looking for a pocket knife :)

I'd just like to express my appreciation and gratitude for a job well done that went far beyond my expectations.
I submitted my pen knife for a bit of a sharpen up and a replacement spring having also mentioned a cracked case and a few other things but not really expecting much for the small fee charged.
It has been returned today looking like a brand new knife! Anything missing or broken has been replaced or repaired. This is service way beyond expectations.
I certainly will be singing your praises to anyone who will listen.
In this day and age it's rare to surprised by service but in this instance I certainly have been!
I'm so very grateful. It may only be a knife but it has sentimental value and is with me every day.
Please pass on my sincere thanks to everyone involved in this process.

That's what I wrote to the team that serviced my Swiss Army Knife.
It went way beyond expectations.
If anyone is thinking about getting their knife serviced I'd highly recommend it. VERY reasonable costs and I now have a knife that's like new!

Thanks for a superb customer service and speedy yet qualitative repair of my pocket knife (midnite mini champ).
I followed the given instructions, send the knife to the German repair center, and received it back only in a few weeks, like new, repaired under warranty.

It is but a small effort to say, but being a faithful fan of Victorinox, thanks for the quality of the product and especially your service. Special thanks to Flavia and Erik, because of their follow-up.

I have only words of thanks to Mr. Cyrill Schuler, Customer Service, Customer Assistance Administrator for his invaluable help and perseverance in solving my problem with my suitcase parts.
It is a great peace of mind to know that there are people like that.

The wheel of one of our Victorinox trolleys was damaged. Since it is the wife's favourite trolley, I researched repair options. I quickly found that Victorinox offered either the repair or a set of spare parts at no cost. Opting for the spares, I was surprised to receive not only a new wheel, but a full set of all four wheels complete with their mountings. All within less than a week. Perfect.

Superb customer service on a 10 year old case! Buy a top brand like this and you will never regret it!!

I have not used my wheelie overnight case for some time and after getting it out from the cupboard, I noticed both of the rubber wheels/tyres were degraded. I went on the website, entered my case product number and within a few days replacement wheels were sent to me free of charge!

They did offer to replace the wheels themselves, but I was told it wasn't difficult to do yourself and it wasn't!

This is really excellent service. Having worked in product teams for consumer brands I know a lot of firms would charge for such a service. Not Victorinox. They are stand out for this!. I will highly recommend them to anyone who wants a new case!

I had a service request for my Victorinox cabin luggage, and they provided excellent customer support. They offered me the choice to either have the luggage repaired or receive a set of replacement wheels—both options at no charge. Since it was a simple fix, I opted for the spare wheels and handled the repair myself. I’m very happy with the support I received throughout the entire process!

I have always been pro-Victorinox’s luggages and would always recommend to everyone. Always purchased them since 2012. Recently I got a new cabin suitcase that I paid over €420 for it. My first impression when using it was terrible. If the suitcase is full, it will fall forward as the wheels rows are too close to each other (not stable enough). After using it for the second time, I had the zipper damaged. I contacted Turín Maletas in Madrid (as I live in Barcelona and this is the service support I found on Victorinox website). They told me that there is no solution to fix the zipper. Considering my dissatisfaction with the luggage’s stability, now the problem with its zipper and the price I paid for it, I would like a solution for it. I have pictures to show more the damages but I can’t attach them here. I hope Victorinox can answer and I can change my perception about the company and also change this review for a good one. Thank you, Rodrigo Dias

(Update - 13 November 2024) I already talked to Victorinox and also to Tarín Maletas in Madrid and you both told me the zipper cannot be exchanged for a new one, which is absurd. A luggage that costed me $400 sent to the trash!

I had a fantastic experience with Victorinox customer service. They managed my case efficiently, providing a smooth repair process and keeping me informed throughout. The team was professional, courteous, and genuinely cared about resolving my issue. I highly recommend their services for anyone seeking top-notch customer support, I am a loyal customer

For many years, I have travelled with my Victorinox suitcase all over the world. As the wheels started to be worn, I took contact with your customer Service. They answered me quickly with great professionalism and solved my problem directly by sending me a set of new wheels. I thank them again.
Continue to produce high quality products like you have always done.

Have a complete set of Victorinox suitcases- 2 wheels broke- called the london store- made an appointment for the following day- they replaced all 4 wheels within 10 minutes- brilliant service at no charge. Very impressed with this superb company

Purchased a cabin suitcase in 2016 & had 2 damaged wheels after 8 years of intensive use.
I contacted Victorinox Service TravelGear to explain the problem and the service proposed to send me (free of charge) 4 brand new wheels. I then executed the replacement by myself and have now a "new" suitcase for the next 8 years.
The good quality of service provided is to be noted as well as quality and durability of the product itself (being allowed to provide the same model of wheels after 8 years).
Thanks to the team

I sent a Swiss Army Knife, which I purchased over 40 years ago, to Victorinox to repair some worn out and missing parts. Given the age of the knife and the fairly 'active service' it had endured, I didn't have particularly high expectations as to what could be done with it.

Imaging my absolute delight when a few weeks later I received back the same knife, looking completely brand new, with every single part working perfectly and fully cleaned. Its quite rare that an organization truly exceeds your expectations, in this case, they knocked it right out of the park.

Huge thanks to the team at Victorinox for putting so much care and commitment these beautiful tools, which in my case now looks and feels the same as the day that I purchased it.

Very good after-sales service.
Good manners, effective customer service and problem solved. They have won me over as a customer,

After 8 years of solid use (airline crew) the wheels on my favourite Victorinox travel bag wore out. The bag itself was still in great condition so I contacted Victorinox and asked if they could sell me some new wheels. Within 3 days they had sent 4 new wheels to my home address free of charge. I could not recommend Victorinox highly enough, their product is outstanding and their service is first class. Scott

The best customer service I met. I was impressed by Ms Katalin's rapidly respond and completely solution. I will switch all my Samsxxxxx suitcases to Victorinox.

It was nice to know that my appreciation of the customer service I received was past onto the team at Victoinox.

I have an old Swiss Champ that needs service. After reading about Victorinox "lifetime guarantee" and people sending in their knives for service I wanted to do the same.

As per their webpage, the geographically closest service center was in Oslo, which is in a different country (I live in Gothenburg, Sweden). So I contacted Victorinox via their form on their webpage with the question if I can send the tool to them for service. I got an auto reply that they have recieved the email. But I never got any response from them. This was 2 months ago.

So I contacted the closest service center in my country (Roswi AB) with the same question. Never got any answer and it has been a month now.

I sent another email to Victorinox with the same question over a week ago. Still no reply. What does it matter if you have lifetime guarantee and "providing" service of your products when its impossible to contact Victorinox?

Edit: they reached out to me and repaired the knife as well as kept me in the loop. Happy in the end and they did everything. Only thing is that they didn't replace the tweezers or toothpick that was missing sue to damaged scales.