Complaints

This profile includes complaints for Victorinox Swiss Army, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Victorinox Swiss Army, Inc.

  7 Victoria Dr Monroe, CT 06468-1664

• 

  Victorinox Swiss Army, Inc.

  9643 Olive Blvd Saint Louis, MO 63132

• 

  Victorinox Swiss Army, Inc.

  13890 Corporate Woods Trl Bridgeton, MO 63044-1267

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Will not honor warranty
  Will not fix
  Will not replace
  Poor offer to buy a new one at sane cost they are selling at ************ so no real discount.

• Initial Complaint

  Date:03/27/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a ********** watch about 4 years ago. For the first time, opened back to remove battery. The battery came out easily and can't seem to get a new one in. I'm not sure if a small clip on the side is missing, but the battery will not go in.
  NOTHING on my account through Vicorinox that explains how to go about a warranty. The repair shop listed is an *** ******** shop nearby. Really??? Seems odd.
  I'd like some help in getting this repaired or looked at.
  For $500, this operates like a $50 watch.

• Initial Complaint

  Date:12/05/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a VICTORINOX watch from ****** and had a five year warranty with the watch company. The watch broke. I only wore it four times. I sent it in with the receipt and the original box. The watch came with. The company told me I broke the watch and had to pay 162.94 Dollars to fix it. I tried to explain to them that I did nothing to the watch to break it. The watch was getting moisture under the glass. Then they told me if I paid for the shipping, they would do a one time deal and fix the watch and mail it back, but it would void out the warranty. My credit card got charged the shipping fee and the repair fee for162.29. They are not making good are there Warranty. I feel I’m getting scammed and now I’m out the money. Please help me solve this problem.

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased several Victorinox luggages over time and paid extra money for those because they comes with lifetime warranty.
  During my last trip, I noticed some issues with luggages. For example, one lost it's shape and roller wasn't smooth anymore, and two luggages' handle started peeling its fabric and became sticky to touch.
  I contacted their customer service and told me to visit their authorized repaired store. It turned out the store was closed 4 years ago and Victorinox didn't even update their system. I also learned that's the only store in ******** and I have to go another state to check my luggages.
  I think their lifetime warranty is scam. There is no store in most states and no way to get warranty service that they promised.

• Initial Complaint

  Date:03/01/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Victorinox Swiss Army carry on luggage bag with a lifetime warranty in 2008.
  In 2013 the retractable handle failed, and the company honored the warranty and repaired the bag.
  In 2024, the handle again failed, and I requested another repair after sending pictures and video of the issue.
  The claim was denied first because the company pointed to their new "lifetime" warranty which limits "lifetime" to a short period of time and that the issue was "cosmetic." I pointed out, with reference to the original website, that although the company may not be offering true lifetime warranties any longer, they must still honor their previously warrantied items. They then responded that the failure is "normal wear and tear" and maintained their refusal to address the issue.
  I feel that the determination that the issue was "cosmetic" and then "normal wear and tear" without any inspection, together with the attempt to do away with honoring previous warranties, reflects a bad faith effort to simply ignore their warranty obligations and deny them by whatever means necessary. I am very disappointed.

• Initial Complaint

  Date:01/23/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an expensive piece of luggage from Victorinox several years back. I purchased the bag for one specific trip.
  
  Both snaps on the handle became defective within a short period of time. One snap fell out for no reason. The second snap does not work at all!!
  This is defective workmanship, and Victorinox is responsible for repairs.
  
  I turned in a warranty claim and was told, ‘ this is cosmetic and not covered under warranty.’
  Snaps are defective ‘working parts’ of the bag. Snaps are needed on this bag to effectively use the handle. Definitely NOT ‘cosmetic.’ NOT ‘just for looks.’
  Victorinox advised me there would be a ‘small fee’ and to go to ‘service center.’
  **There is NO service center anywhere near me.••
  I should not be paying any fee for Victorinox defective merchandise which is under warranty.
  See attached photos and receipt for bag.
  Victorinox is obligated to back their merchandise warranty.

  Business Response

  Date: 02/21/2024

  We
  confirmed that the snaps on the bag were repairable by one of our authorized
  service centers and advised the customer that they can bring the item to be
  repaired. We advised the customer that there would be a minimal fee associated
  with the repair of the bag since the issue was determined as normal wear and
  tear for the age of the product.

  Customer Answer

  Date: 02/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  1) Read the terms of your warranty(attached above). 

  ‘Years 2 to 11: Victorinox Quality Warranty Program
  From the beginning of the second until the end of the eleventh year of ownership, your product is covered by the Victorinox Quality Warranty Program.
  This includes manufacturing defects and normal wear and tear with the exceptions of seams, stitching, fabric and zipper tape.
  This excludes abuse, cosmetic damage (scratches on leather or on polycarbonate or stained fabrics), incidental/ consequential damage (such as a damage to or loss of content of the bag, loss of use, loss of time), abrasion, solvents, accidents, airline handling and transit damage.
  Note that the electronic device/function integrated in your travel product is not covered by this warranty.’

  1)NORMAL WEAR AND TEAR IS COVERED. 

  2)SNAPS are NOT cosmetic damage. 

  This bag was barely used. Anyone can see there is no wear and tear or abuse around the area where the snaps are inserted. They fell out because of poor defective workmanship. I ALSO informed you that there is NO service center in my state of residence anywhere near me. The nearest is over 200 MILES away.  I ALSO informed you that the fee AND shipping is NOT small. 

  You have blatantly defaulted on your warranty.

  I will NEVER purchase another product from Victorinox. I will inform the local retailers and customers that this company makes fraudulent claims and does NOT honor their warranties. 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:01/22/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought Victorinox Tourbach (top of their line) carryon bag for over $600 that came with lifetime warranty. I did not have to use the bag as my traveling job changed and did not have to travel. Recently, for my pleasure trip, I took the bag out to learn that the plastics around the corner and on handle completely pulverized. When I took the bag out of the box, these corners and handle plastic was all powder. I contacted local repair shop as well as Victorinox customer service. I was told that Victorinox has changed their policy from lifetime to 10 years and hence the repairs is not covered. They refused to repair and meet their obligation. They claimed that this is not a manufacturing defect but damaged during the use.

  Business Response

  Date: 02/21/2024

  Dear *****,

  Unfortunately, due to
  discontinued parts and the nature of the damage we are not able to
  repair the bag under warranty but as previously communicated we are willing to offer a discount on a new
  product from our current collection.

  Regards,

  Customer Service Team

  Victorinox Swiss Army, Inc. 

  Customer Answer

  Date: 02/29/2024

  The reply from vendor is unacceptable.   If the parts are not available,  then they should substitute with comparable product and not 30% discount.  The price you pay with 30% discount is significantly more than buying the same item at *************.

• Initial Complaint

  Date:08/02/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Swiss Army Heritage watch in the Spring of 22. The watch had a stated warranty of 5 years and a water resistance to a depth of 100m. The watch worked sporadically since I got it. Every once in a while, I'd have to reset the date or time but not often enough to put me thru the hassle of sending it back. Approximately 1 month ago (6/23), it stopped working entirely so I sent it back under warranty. Victorinox is denying the warranty and is ascerting that the watch was "open" when I sent it back and that someone had previously been in the watch. I never opened the watch nor did anyone else. If it was "open" that's the way they shipped the watch to me which is clearly a mfg defect. I never did anything other than wear the watch. Now Victorinox is trying to charge me $150!! I would like my watch repaired under warranty as it should be.

• Initial Complaint

  Date:03/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received a pair of luggage as a gift for my wedding in 2013. Both are having issues with the wheels. They are still under warranty but they are not honoring it. Their website shows that wear and tear on the wheels IS covered. They're telling me this bag has a different warranty than what they show on their website -- this one actually has a LIFETIME warranty - but supposedly this isn't covered under that warranty, even though I had the same issue in 2020 and they covered it without issue (Warranty Order #*******). I have an email chain confirming this was covered under the warranty previously (attached). The only difference is now they no longer have the wheels in stock, so they'd have to replace the bags and to avoid that they're coming up with any excuse to not replace the bags. Spoke to four people and each one has had a completely different story about the warranty coverage.

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a new Victorinox watch at one of its factory sales a few years ago. The battery died, so I went by its factory store shop in ******.
  
  I told the clerk I just needed a battery. She said I could not come back and pick it up because the store is closing permanently at the end of that week, but they will mail it to me. All future transactions will be by mail only. She also said that, as usual as with other repairs done there for me, they will call me to tell me what the charge will be.
  
  she took my credit card information and then I saw a charge come through of $58 a couple of weeks later when a *** guy delivered the box and asked me if I was over 21 to sign for it. What? I am 72 and just got ripped off for $58 to replace a battery for more than I paid for the watch new!
  
  I contacted the company by email and its response, which I find despicable, was:
  
  "Hello Gregory,
  
  Thank you for reaching out to Victorinox. I'm more than happy to assist to. Our warranty on the battery is for one year. If you sent in your item with your credit card information it's a preauthorization for us to charge for the repair. Sorry for any inconvenience.
  
  
  
  
  
  Sincerely,
  Guilda
  
  Customer Support
  Victorinox"
  
  Are they crazy? I did not ask for anything more than a battery and was never told what it would cost. Who thinks a batter for a watch will be $58?
  
  My packing slip says Order # ******. There is no detail as to the price for the battery or labor but it included a "Proofmaster" receipt showing pressure, tightness, etc. that looks like some kind of analysis. This was not supposed to be watch brain surgery.
  
  A watch battery should cost $6-7, and how much for shipping and labor? At $58, they are crazy! I want at least $35 of that back now or I will never deal with Victorinox again for the rest of my life!

  Business Response

  Date: 11/09/2022

  Good afternoon BBB team, apologies on the delay in response. We did resolve Mr. ******** concern and refunded the entire cost of the repair to his satisfaction. This was resolved on 10/13/2022. Credit memo attached. 

   

  Thank you, 

  Victorinox Customer Support Team

  Customer Answer

  Date: 11/09/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******