Is victorinox.com Legit?

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.

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

Firstly, I do not normally post my experiences online but the service I received was exceptional and therefore merits acknowledgment. I've have a WERKS Traveller 3.0 WT-22 for over 10 years that I've used it extensively. I needed to replace one of the wheels (the bearing was OK but the tread was worn). I contacted Victorinox customer services who promptly replied and was advised that they were out of stock and awaiting a delivery and that once received they would forward a set to me. A short time later I received the replacement wheels (via FedEx), earlier than expected and without any fanfare (and at no cost at all). It’s a very pleasant surprise to see that an organisation with a LIFE TIME GUARANTEE REALLY MEANS IT! I certainly recommend Victorinox to all.

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.

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

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?

Dont waste youre money on anyother multitool. Vitrionox are the absolute best. Mine went back to the factory after 12 years hard use. It came back with every tool replaced brand new. They kept the outer frame, which was fantastic as its 'patina' is irreplaceable, and all this just for the postage back to Sweeden. A real tool for life.Thank you Vitrionox, Gary

Contacted them as my expensive suitcase broke while on holiday after just over a year of light use. They didn’t reply so I posted on their Facebook page. They deleted my comments as they didn’t like my bad review. Then they disabled my ability to post comments on their page, emailed me and fobbed me off to someone else. Edit*Head Quarters took on my case (no pun intended) and they have arranged their Thailand office (where I am currently holidaying) to send me a new bag - a newer version as my older one is no longer stocked. Their Thailand office have been awesome.

Bought 2 expensive kitchen knives that are simply stunning. Never thought i would get that excited about a knife, these look incredible and perform superbly. I also need to mention their online customer service, simply faultless. An absolute A1 company

Ordered a £65 item on Wednesday 22nd December from www dot victorinox dot com and exceptionally happy with the service!! Emailed a tracking number very quickly and the item was dispatched very quickly. The delivery cam the next day!! I have no idea how this happened as the dispatch details state Germany and I was shipping to Northern Ireland ?!?!? The product was very well packaged and a pre-printed sticky return label (not that I need it). Very efficient and fast service. I am very happy with the service I received. Even happier when you factor in the inevitable delays caused by covid, brexit and the Christmas delivery season!! Highly recommend based on my experience.

I love this brand & their service. Had an issue with one of my carry-on suitcases and they would immediately replace it - very kind and understanding customer service. Also their quality is just what I would expect from a Swiss brand.

I have an old Swiss Army Knife that was given to me as a present a number of years ago. Over time the knife had gotten dirty and the blade no longer shut properly. I sent it off for repair and got it back this morning -- it's like having a new knife all over again! Amazing customer service!

Additional: I received a reassuringly speedy response from Victorinox who have promoted Burton McCall. My knife has now been retuned and Victorinox have offered me a free pouch that I’m waiting for a reply on. My original complaint has been very professionally managed.This company offers a lifetime guarantee on it’s knives so I emailed them about having mine serviced. I received a reply from a company called Burton McCall who apparently deal with their UK servicing. I followed their instructions on sending the knife back and had a confirmation from them that they had received it: so far so good. The problem is that I was given a time of 8-10 weeks with a possible delay due to Covid until I could expect my knife to be returned: I have now been waiting six months. When I enquire about it I keep being told that ‘Switzerland is delayed’ and ‘there is only one lady working in returns.’ I get the feeling I am going to have to take further action to have my knife returned or replaced. Very poor.

Overall appalling service. Messenger bag ordered almost two weeks ago, still not arrived. Have tried to cancel order three times & rejected three times. Service levels on a scale of ten - 1/10 & that’s being generous. Never again.

On 17th January Customer Services at Burton-McCall received my Swiss Army knife. One blade of the scissors had come apart.On 28th March I sent them an email asking for a progress report. They responded the same day saying the knife was received and entered in their system under reference CBL-1047581 and that it had been sent to Switzerland on 25th January.12 weeks will have elapsed on 11th April which for a simple repair really does seem ludicrous. Perhaps Victorinox AG should consider employing more people to get a faster turnaround.

Ordered bag, inland delivery (Switzerland), fast and efficient. I did not had to deal with any problems so I cannot fully judge quality of all other services

Forget trying to get a refund from this company if returning something to them from the UK. They will drag their feet for weeks and put every bureaucratic obstacle in your way. I lost the will to live trying to get my money back after returning an item to them. I should have bought it from a company in the UK. Seems consumer protection isn't the same over there.Postscript:Victorinox finally sprang into action after reading this review and refunded me (thank you Trustpilot).Lovely products and packaging, but I would buy from a retailer in the UK next time.

Bought a carry on spinner 5 years ago (Spectra line)on the knowledge they had a 11 year guarantee programme in place.Travelling through Europe earlier this year I had noticed a crack appearing in the base of my spinner, informed Victorinox and they claimed that this was a case of 'non-appropriate use' and cannot repair / replace under warranty. I have never checked my spinner in and i've taken extreme care whilst travelling with it so needless to say I was absolutely disgusted with their service. Then they had the cheek to offer me 30% off a new product off their store. Moral of the story, If you're looking to purchase a Victorinox item, make it a pen knife. Thats what they're good at because It's not luggage or carry on spinners. If you want hard luggage that actually does what it says on their warranty tin, go to a luggage company.