Victorinox AG Arvostelua 

I've been a Victorinox customer for more than fifteen years. My own luggage and almost all of my family's is Victorinox, chosen largely for the after-sales promise. Recently I used that promise twice through the brand's authorised UAE service partner.

Spectra 2.0: a "replacement" voucher that doesn't cover a replacement. The shell broke and the claim was accepted. The Spectra 2.0 has since been discontinued, which is exactly the situation Victorinox's own terms anticipate: an unrepairable product is replaced with one "of identical or equivalent" standard. Instead I received a gift voucher for the price I paid about six years ago: AED 1,499. The nearest equivalent today, the Spectra 3.0 Medium, lists at AED 2,499. The voucher doesn't come close, so I paid the difference myself. When I asked Victorinox HQ in Switzerland how a voucher at the original price counts as an equivalent replacement, the reply didn't answer. It referred me back to the same Dubai service centre.

Connex Softside: how I was described to the brand. The case had a tear in the body that the service centre judged beyond repair. I'd lost the receipt, so I asked Victorinox HQ for goodwill, not a right. HQ passed my request to the UAE partner. For thirteen days nobody contacted me. Then I received a refusal citing a zipper exclusion, even though I never claimed for a zipper. Left in that email was the partner's internal message to Victorinox. It said the warranty terms had been clearly explained to me, that I had insisted on a replacement, and that I had threatened to take a "baseless claim" to social media. None of that happened. The only reason I had been given was the missing receipt, the replacement was the service centre's own suggestion, and I never mentioned social media. Every email I sent is on record.

I raised this with Victorinox HQ. They acknowledged the terms "were not communicated clearly enough," but offered nothing and declined to tell me the outcome of their review. After weeks of chasing, the partner told me a replacement had been approved. Then they called to say it was a voucher for AED 674.50, as a final offer. A comparable softside case cost AED 1,424 even on sale. I paid the balance myself.

Why this matters to a global brand. To a customer in Dubai, the authorised partner is Victorinox. A global warranty is only as good as the market that delivers it, and other reviews here suggest the same promise is honoured generously in some countries and grudgingly in others. Victorinox's Geneva store once resolved a similar issue for me quickly and graciously, which is why I kept buying the brand. A brand that charges a Swiss premium should know how its partners apply its promise, and how they describe its customers, in every market it sells in.

The products are still good. But after more than fifteen years as a customer, both "replacements" came as vouchers well short of a replacement, and I paid the gap both times. If you're paying a premium for the warranty, keep your receipts and keep everything in writing.

Having left unfavourable feedback, Victorinox were superb in responding and fixing the problem. The reason for my compliant was that I had not had an acknowledgement of the safe delivery of my pocket knife which was in need of repair.

Almost as soon had I raised the issue, Victorinox contacted me and confirmed that everything was in order. The service that I received was exemplary.

Re Victorinox Huntsman 5-Blade Knife

Delighted to receive the above earlier today, all the way from Germany to England via DHL.

Can only go down as one of the most supremely useful items any bloke can possess; also, such a relief to see the original design hasn't been tampered with in any way.

John Moser

Excellent product, poor service when it went wrong

The item itself is first class and exactly what I expected from Victorinox. The rest was not.

Ordered 31 August, arrived a fortnight later. I was told twice by their courier (DHL) that it would be delivered on a specific day and it did not turn up either time. No one contacted me. I had to phone DHL myself to find out the parcel had been misplaced at their depot.

After enquiring, Victorinox offered 10% off a future order and declined to refund anything on the order I had already paid for. They also implied I should have contacted them sooner, despite every notification I received coming from their own courier telling me it was on its way.

Great products, but if the delivery goes wrong you may be chasing it yourself.

⭐⭐⭐⭐⭐

Ich habe von meiner Frau zur Hochzeit ein Schweizer Taschenmesser geschenkt bekommen, das für mich einen ganz besonderen persönlichen Wert hat. Nach langer Zeit ist leider die Hülle kaputtgegangen.

Ich habe mich daraufhin an den Kundenservice gewandt und war wirklich begeistert. Mein Anliegen wurde vollkommen unkompliziert und sehr fair übernommen. Besonders schön fand ich, dass das Taschenmesser sogar erneut graviert wurde. So wurde aus einem liebgewonnenen Erinnerungsstück wieder etwas ganz Besonderes.

Ein großes Dankeschön für diesen tollen Service und die Wertschätzung gegenüber dem Kunden.

Lange leben die Schweizer Taschenmesser – für immer! ❤️🇨🇭

The wheels of my Victorinox cabin trolley started breaking after several years of travelling around the globe.
I wouldn't blame the wheels for falling apart, as Indiana said in one movie about aging, it's not about the years, my dear, it's about the kilometers...

As I really wanted to continue using it I contacted Victorinox to check for spare parts availability. They provided me for free a full set of spare wheels, which I could replace myself. And in case I'd have not been able, they were indicating who could do it for me in my area.

All in all a great Customer Support Experience, with impeccable and timely communication.
Having myself worked in customer support I have to say that this was an experience that in Ron Kaufmann scale would rate as 6/6, Unbelievable!

You may say that it's a Premium brand so it's to be expected that they provide a great service, but, hey, you do not see things like this that often. You need to be intentional to provide such a good experience.

So thanks Victorinox Team for extending the life of my trolley for many kilometers more!

Schneller und unkomplizierter Ersatz für eine defekte Teleskopstange! Entsprechend auch guter Kundenservice.

Anfangs Juni habe ich mein Taschenmesser Outrider, welches ich schon seit mehreren Jahren bei mir trage, in den Service eingeschickt.
Die Klinge war durch den häufigen Gebrauch stark abgenutzt. Auch die Schere war nicht mehr in top Zustand. Nach nur wenigen Tage bekam ich mein Messer wieder in Topzustand zurück. Das Messer ist wieder wie neu, die abgenutzten Teile wurden ausgetauscht. Ich war früher im Service tätig und weis solche Arbeit wie Victorinox macht zu schätzen.
HERZLICHEN DANK DAFÜR!

Very professional job done on my pocket knife.. (new blade and flash memory upgrade). Price was very reasonable and I'm very satisfied with the job done. Thankyou.

Ich brauchte Ersatzrollen für einen Wenger Trolley und habe diese bei Victorinox angefragt.

Es kam zeitnah eine Reaktion und die Ersatzrollen wurden mir sogar gratis zugestellt (der Trolley war bereits 6 Jahre im Einsatz).

Schön das es noch solche Schweizer Traditionsunternehmen gibt, bei welchen Kundenservice noch was bedeutet.

An dieser Stelle nochmals ein grosses Dankeschön.

Best service I ever had! Quick response, nice conversation and very, very helpful.

Ordered 3 knives 5 days ago and still not received a shipping email. Contacted via email and no response also have called the contact line which says its open until 6pm but get an answer phone stating the same opening times then cuts off!
Where is customer service!???

Update: thanks for your reply. your answer phone says customer service available until 6pm. I’m just surprised I’ve had no shipping email or an email to say it’s delayed, when delivery is 4-6 working days.

Ich habe mein altes und stark genutztes Multitool zur Reparatur geschickt in der Hoffnung es noch retten zu können.
Nach dem unkomplizierten Versand und ca 2-3 Wochen Wartezeit habe ich ein quasi neues Multitool erhalten.
Und die Reparatur war auch noch kostenlos.
Kann victorinox und den Service nur empfehlen

Il y a peu je me suis rendu compte de la perte du réceptacle de la pile de ma SWISS CARD LITE.
J'ai pris contact avec la société VICTORINOX pour expliquer mon souci, j'avoue sans grand espoir de
retour positif.
Que nenni! Dans les 48 heures j'ai reçu un mail me demandant des précisions sur la pièce manquante.
Peu de temps après avoir répondu, la pièce me parvenait en même temps qu'un mail me précisant que la pièce avait été envoyée et ce gratuitement!
Un bel exemple de professionnalisme et de sérieux.
Félicitations à toute l'équipe.
A.Nicolaï

I bought a paring knife which was delivered on 3rd August. As I liked the feel of the handle and the overall weight (both of which are import to me due to my disability) I went ahead and bought further kitchen knives.

Unfortunately, after only 9 days - and only two washes in the dishwasher (following their steps) - the paring knife started to rust. Obviously I wasn’t impressed with this so got in contact to complain. The responses from their support have been incredibly poor.

The first response was completely dismissive of the situation and effectively said ‘stainless steel doesn’t mean no rust at all’ and listed out the proper dishwashing steps - which I had explicitly stated I’d followed in my initial message.

I stated my dissatisfaction with this and was told I could have it inspected to ‘determine the cause of the problem’ without any indication of a replacement or prepaid label to return.

They finally agreed (today) to cover the cost of postage, but still only an offer of a ‘fair solution’ - while again, trying to imply it’s my fault the knife has rusted.

I tried to submit a formal complaint twice before it was actually accepted (today). No form of apology until today, 5 days later (two emails) from their initial response.

I have a very limited supply of energy because of my disability. I shouldn’t have to use that - and impact my health - on multiple back and forth emails just to get help with a quality issue for a 9 day old knife. If Victorinox had more confidence in the quality of their knives then I would’ve expected an immediate apology and offer of a replacement.

I’m now very concerned about the quality of the other knives I bought from them and any future contact with their support! While my complaint has now been accepted, and things are starting to be addressed, it’s still longer than it should’ve taken - with more effort on my part than should be expected (for a new knife).

Update (27/8/26): Despite what Victorinox claim, I’ve already sent them the requested information. Clearly they have no actual intention of providing assistance!

Update 2 (27/8/26): Would that be the Customer Assistance Senior Manager who refuses to answer any questions?
Who has stated that the questions have already been answered but refuses to state when/where?
Who believes that the poor service provided so far is “correct and right”?
Who refuses to answer if my complaint will actually be addressed?
Who refuses to confirm when I can expect to receive a replacement knife?
Who expects me to use even more of my very limited energy to phone, as he refuses to properly respond to emails?

Update 3 (31/8/26): The manager emailed this today “Regarding your complaint: after x mails I offered you to have a call as it seems that we are talking past each other in order to better understand and explain our answers. You refused, which we find very unfortunate.”

I refused because;
1) We’re not ‘talking past each other’. I asked questions they refuse to answer. They state they’ve already answered them but refuse to state when/where.

2) My disability makes it much more difficult to call. I said this at the time. It’s disgraceful that they’re completely dismissing my disability - and the impact it has - and blaming it for them refusing to answer my complaint!

Final update (3/9/26): Received a response to my complaint from the Global Head of Customer Service today, which was excellent! Acknowledged and showed understanding of all the issues and apologised for them - especially the comments regarding refusing the call related to my disability - and provided a great resolution. Very happy with the outcome!

Have updated my score to reflect this: 1 star for the situation up until today and 5 stars for the response, so averaged out to 3.

I need to report my customer service experience with Victorinox, as their approach was amazing. I have a cabin luggage which bought about 5 years ago. The product quality is absolutely excellent and during these years of pretty heavy use as I'm using it about 15-20 times every year, the product is still more than fully functional. After all these years of use, it was absolutely normal that one day I would need to change the wheels as it's the part of the luggage that takes all the hits. I have contacted the company through email to ask them to help me find the appropriate part to buy as all my searches on the websites weren't successful in identifying which wheels match my model. Their response was rapid and really amazing. They asked me to send them pictures of the product and some other details like product defect, communication details .etc just to tell me that my luggage was a 2016 model and unfortunately is not supported any more but they will check with other departments if they can help me. They came back to me the same day (WOW) to tell me that they found a compatible part from another model and they can send it to me. Once I accepted the offer, I received the invoice and postal details on the SAME DAY!!! The absolute AMAZING thing is that I never expected that I would get my problem sorted that quickly and I didn't expect it to be for free as I couldn't find my proof of purchase and the company would have any reason to charge me for the part or the postage. On the opposite, they sent me the part without a second thought. Sometimes we are the cause of a bad experience with customer services!! Be polite, friendly, reasonable and understanding and these people will help you in the best way. I definitely recommend VICTORINOX AG as a customer (already purchased new luggage for my wife a few days ago as I feel safe about the product and the support)

I went specially to the flagshipstore of Victorinox in Zurich, to replace my previous carrier. I bought the World Traveler 7.0. It also included a special name tag. I was really proud of and happy with my purchase. The name tag fell off during the first travel. Nice person at service centre sent new ones immediately, which also fell off when travelling. Minor detail. Great service and gast! After a couple of months I noticed that the wheels didn’t run smoothly. Contacted the service desk, no response. When catching the Eurostar to London, having to drag the carrier by then since it suddenly hardly moved, one of the wheels broke off and fell on the track. No way to get it back. Contacted on my way to London in the train the service desk to ask for a solution. The carrier was useless. I had to take a cab on arrival since I couldn’t roll my carrier around. Victorinox was on holidays so it could take longer to respond, said the email. To make a long story short. I sent several emails, I called multiple times. Once I talked to a very sympathetic person, who tried to arrange that the repair could be done by the store in London. That was the only user friendly contact. Next morning I got an email that that didn’t work out. The wheels couldn’t be replaced in the UK. They could send replacement wheels to my home address, in the Netherlands. I was with my broken suitcase in the UK… I explained that a suitcase of that quality shouldn’t break down within a couple of month and I asked for a replacement, not a repair. Apparently, Victorinox has another idea on client support. Going back and forth with emails, months after I reported that the wheels were not running smoothly, the final verdict came. They could send me spare wheels or I could send it to the Dutch store to have it repaired. Replacement was not an option. Once proud, now ashamed of my Victorinox. Since I still couldn’t use the carrier and I needed to travel, I went to the special store of a relatively new Dutch brand in Amsterdam. Lifetime warranty. Very good reviews, half the price of my World Traveler 7.0. I bought another carrier that will replace my Victorinox. Very disappointed by the treatment by Victorinox. Luckily, there are a lot of competitive brands out there with a good price-quality balance. Never ever will I buy travel gear again by Victorinox or recommend it.

Absolutely terrible, once upon a time victorinox where known to build quality, unfortunately they’ve taken a nose dive over the last few years. I’ve purchased several Alox pioneers in my time and returned the majority due to various issues from scratched scales to factory chipped tools, this latest is the worst yet. Blade rubbing the can opener to the point it’s scratching the blade. Tried calling and was told to use the returns label in the packaging, however the label wasn’t provided, now waiting for the online team to reply to my email. Certainly won’t be wasting anymore money on anything victorinox.

27/08/26

I’ve returned the knife to you via the address label provided via email, if it’s rectified I will remove this review.

Placed order on Sunday 9.8.26. On Tuesday received tracking ID and estimated delivery Thursday 13.8.26. The parcel has not even been picked up by DHL in Germany yet. Emailed customer service and automatic reply is that due to holidays, it can take up to 7 days to reply. Tried to call customer care and even thought the automatic message says that are open until 6, the call gets cuts off.
Update: Parcel was delivered on Friday within advertised delivery times. Victorinox customer service communication was excellent. DHL tracking could be improved. Overall satisfied and changing my rating to reflect this.

Ich habe bei Victorinox zwei große Pizzaschaufeln für ca. 90 € bestellt. Leider rochen diese extrem stark nach Kunststoff. Der Geruch übertrug sich sogar auf die Pizza, sodass eine Nutzung für uns nicht akzeptabel war.

Ich habe die Schaufeln deshalb zurückgesendet und eine Rückerstattung verlangt. Was danach folgte, war eine völlig unnötig komplizierte und langwierige Abwicklung. Statt eine normale Rückgabe kundenfreundlich zu bearbeiten, wird nun mit Laboruntersuchungen argumentiert.

Ich bestelle bewusst gerne direkt bei den Online-Shops der Hersteller statt bei großen Plattformen. Nach dieser Erfahrung gehört der Victorinox Online-Shop für mich jedoch zu den schlechtesten Erfahrungen, die ich bisher gemacht habe.

Sehr schlechter Kundenservice, unnötig komplizierte Reklamationsabwicklung und keine kundenorientierte Lösung. Für mich definitiv die letzte Bestellung – ich kann den Online-Shop leider nicht empfehlen.