Victorinox AG Arvostelua 

Die Kundenbetreuung im Repair-Center war für mich, wie sie sein soll. Ich habe auf meine Mailanfrage umgehend einen Telefonanruf der zuständigen Mitarbeiterin erhalten. Dabei möchte ich Frau Nelly Glauser speziell erwähnen. Sie hat sich persönlich um mein Anliegen gekümmert und meine Anfrage an die zuständige Stelle weitergeleitet und dafür gesorgt, dass meine Uhr und der Wecker in tadellosem Zustand nur nach wenigen Tagen wieder bei mir eingetroffen sind. Vielen herzlichen Dank dafür!

Service client très professionnel, attentif et à l'écoute, mais aussi très réactif.

I contacted Victorinox Service in hope they can advise on replacing my husband's favourite suitcase wheel as after many years of use, one of them deteriorated and couldn't be used anymore. I wanted to surprise my husband, so I thought I'd give it a try and emailed them. Not long after, I got a reply from Eric, who kindly offered to post replacement wheels and a few days later I got them (with bearings). Excellent service and excellent outcome. Eric, you're the best!

Kürzlich hatte ich mein Taschenmesser zu Victorinox geschickt, mit der Bitte um einen Großen Service und ggf. den Austausch einiger Teile. Das Messer ist bereits 14 Tage später mit DPD zu mir zurück gekommen.

Ich bin hellauf begeistert, wie Victorinox dem Teil ein neues Leben verpasst haben! Nahezu alle Einzelteile wurden erneuert, sodass ich quasi ein neues Taschenmesser in den Händen halte, und das Ganze für den Betrag von etwas mehr als 13 Euro.

Ich möchte noch dazu sagen, dass mein Großvater mir das Messer vor nunmehr über 50 Jahren geschenkt hatte und ich seinerzeit zum ersten Mal mit den Messern des Hauses Victorinox in Berührung kam (mittlerweile sind es „ein paar mehr“ geworden…).

Vielen Dank für diesen excelennten Service!

Lost a Swiss Army pocket knife 25 years ago on farmland, the knife was a 40th Birthday present so had sentimental value. The knife was recovered whilst metal detecting a field about 3 weeks ago and I returned the knife to Victorinox to see if the could renovate the knife as it wasn't in the best condition as you might expect after 25 years in a field.
Just received what appears to be a brand new identical knife for an amazing £20.00 including postage from Switzerland. Included in the package where all the pieces tha coulf not use. What an amazing service, very impressed and pleased to have my 40th present back where it belongs.This is my 4th Swiss Army knife and hopefully not the last.

I placed an online order and received no confirmation or order or dispatch and raised the issue as it would not have arrived in time for the present it was purchased for - I raised this repeatedly and have been given misleading and false information continuously and despite asking twice for connection to the agents manager, have been fobbed off yet again .As it stands, and as I warned, the item did not arrive in time for the birthday which was really disappointing when if you review my comms you can clearly see I forecast this and it could have been avoided with some simple honesty and accountability your end.
I rarely leave negative reviews and can accept standards falling short but this review is compounded down to the score I have given because of your lack of empathy and action when given the opportunity to react to my feedback on multiple occasions.
Update 03/09. Having had a generic ‘please send us details’ which I completed I have not heard back from
The company so have amended my review to a 1* - if you read others, this is standard behaviour from them and my experience of this company has been well below standard. I will not use again.

I purchased the Victorinox I.N.O.X. Diver Titanium based on its reputation for exceptional durability and its extensive testing, which includes surviving a 10-meter drop. After less than five years of ownership, the watch's battery went flat, and I sent it in for a service. I was informed that the internal mechanism requires replacement due to an "impact." I am surprised by this diagnosis, as the watch has never been dropped. The only impacts it has endured are minor, everyday occurrences, such as accidentally bumping it against a table or wearing it while digging. These are precisely the types of scenarios that the watch's marketing suggests it is designed to withstand.

Given that the watch is still under warranty, I've emailed Victorinox directly to address this issue but have not received a response after two weeks. The lack of communication, combined with the watch's failure to perform as advertised, is highly disappointing. The cost of this service is proving to be more expensive than the regular service costs of my previous Tissot watches, which was a significant factor in my decision to switch brands. The watch's performance has simply not met my expectations, and the after-sales support from Victorinox directly has been unresponsive.

UPDATE 25 Nov 2025

Eric from the Swiss head office contacted me. He managed to resolve the issue I had. The internals were repaired for free as an exceptional gesture of goodwill. Happy to have my watch back and in working order.
Very impressed with Eric and his speedy responses, any delay in response came from the South African agents.

I ordered a Victorinox travel bag on line with a 2-3 day delivery time. After a week it had still not arrived, despite having a "dispatched " email from Victorinox. DHL tracking stated it hadn't been shipped. Despite contacting Victorinox customer service to expedite, then eventually yo xancel and refund, they did nothing. Three promised callbacks did not happen. Eventually I did get an email response from Victorinox two weeks after the order and it did arrive that day, two days after I had successfully ordered from Amazon. The Amazon order arrived first. I'm still trying to return the original order and get a refund, but still nothing in response to starting the return process request a day ago.
Very, very poor customer service.

Die Räder meines Koffers waren defekt, eigentlich wollte ich nur die Seriennummer für Ersatz vom Service erhalten. Überraschend und super serviceorientiert wurden mir die Räder voll ersetzt, diesen Service finde ich herausragend und ungewöhnlich. Auch die Abwicklung und die Kommunikation waren tadellos und super schnell. Vielen Dank

Der Service ist sehr gut. Preis/Leistung ist Rückläufig. Qualität wird immer wieder hervorgehoben. Aber ehrlich, mein 30 Jahre altes Taschenmesser hat den besseren Stahl verbaut, als das neue. Klingen sind leichter und bedeutend schwächer, ebenso weicher. Es wird viel Wert auf Design gelegt, aber die Stähle bleiben bei den günstigen auf der Strecke. Schade! Mein Messer besteht meine Abenteuer nicht wegen eines tollen Designs sondern wegen Stahlqualität. Zudem hat das Messer ein Bruchteil der heutigen Preise gekostet.

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!