Complaints

This profile includes complaints for ZLINE Kitchen and Bath, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ZLINE Kitchen and Bath, LLC

  350 Parr Cir Reno, NV 89512-1004

  
• 

  ZLINE Kitchen and Bath, LLC

  9650 Gateway Dr Ste 202 Reno, NV 89521-3962

  

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:07/08/2025

  Type:Service or Repair 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.

  We purchased a ZLine RA-48 for a kitchen remodel and installed it 12/2023. Since day 1 we've had issues with it. At installation we found the propane regulator was damaged inside the package. We also had broken nipples for the burners in the conversion kit. In January, I finally got a call back. During this time the unit could not be installed for safety reasons. New parts were sent under warranty and we were told to repair ourselves.
  
  The large oven lacked light since install. I looked inside one day and saw that only one of the two lamps was working. I removed the cover to find the bulb completely shattered and broken off inside the socket. There was no way this was damage caused after purchase so I called ZLine. Again, all agents were "busy" and I had to leave a message. About two weeks later I received a call telling me that I would have to order the parts from their website and find an appliance repair tech if unable to remove the broken bulb myself. No offer for help. When I mentioned that we had only been using the appliance for a few months they told me my warranty had expired because they refuse to honor the installation date on our contractor's invoice and would only go by the purchase date even though it was not in our possession until installation, nor was it in use or removed from shipping packaging. Unhappy, we ordered the part and repaired without their help.
  
  The most recent issue is that the large oven bake element suddenly stopped working. I couldn't find a replacement on their website so I called with no answer for days. Eventually I was able to request a call-back. In the meantime I researched and found tons of complaints about this exact issue. Upon their callback I was given a part # for an "updated kit" but told it was out of stock for at least a month. I asked if this was a known problem. She said no. This was a large purchase and we expected ZLine to stand by their products and provide the customer service of a luxury brand.

  

  Business Response

  Date: 07/09/2025

  We apologize for the inconvenience this customer has experienced. The unit was initially purchased 9/5/22 and with the one year warranty, this expired 09/5/23. We are currently out of stock of this part and the tentative re-stock date is 7/22/25. This is just an estimate and is subject to change. We are happy to send out the part as a customer courtesy when it become available. We would also like to offer a courtesy warranty service repair to replace this part. We hope this is acceptable.

  Customer Answer

  Date: 07/12/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23572196, I find that this resolution is satisfactory to me.  ZLine has notified me that as soon as the necessary parts are available, they will coordinate and complete the repair at no cost to me.  They have reported that currently that parts are out of stock until early August.  Assuming there are no further issues or delays and the oven is repaired as promised in a reasonable timeframe, we are happy with this resolution.
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair 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.

  We purchased a ZLINE ************************ Bath gas range in 2022 from **********. The first unit had a serious safety issue a carbon monoxide leak from the oven. Fortunately, we had a working detector, or this could have resulted in severe injury or worse. ZLINE later issued a recall and replaced the unit.The replacement range has had ongoing functional issues:The broiler has never worked.The oven door doesnt seal properly, with a visible and growing gap at the top.Temperature dials are inaccurate, making it difficult to control the oven temperature.The door handle becomes loose repeatedly, despite being retightened.We reported the broiler issue to ZLINE under warranty and followed all their requests. However, instead of sending a technician or providing a direct resolution, they repeatedly asked us to submit photos of various parts often the same parts multiple times from different angles. This process dragged on for ********* the time we had completed all of their documentation requests, ZLINE informed us that the product was now out of warranty and they would no longer assist ***** is our belief that ZLINE used delay tactics to avoid addressing the issue within the warranty period. We are now left with a defective appliance and no support, despite the original problem being reported well within the warranty timeframe.We are submitting this complaint so that others are aware of the customer service practices we encountered and in hopes of reaching a fair resolution.

  

  Business Response

  Date: 07/08/2025

  We apologize for the issues this customer has experienced. The warranty for this customer's unit is based off of the initial purchase in July 2022, with the one year warranty this expired July 2023. The replacement did not renew the warranty, however, we would like to offer a courtesy warranty service repair due to the ongoing issues. We hope this is acceptable. 

  Customer Answer

  Date: 07/09/2025

   
  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. Although I am still waiting on the repairs to be made, they did reach out immediately to schedule the repairs. If the repairs are not completed in a timely manner I will reopen the complaint.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair 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.

  We have a brand new 48 inch duel fuel stove that's quit after 2 months... Initiated a claim and they will not ssend service until it goes through some sort of process completely frustrated cuz it's our only way to cook in this house..

  

  Business Response

  Date: 07/03/2025

  Hello,

  
  We understand the customer's frustration, and want to assure that ZLINE Kitchen and Bath takes all customer concerns seriously and works diligently to resolve them in a timely manner. 
  
  In this case, the customer opened a service claim with us on July 2, 2025, regarding their range not functioning properly. On that same day, and as approved by management outside of our normal workflow, we expedited their claim submission directly to our authorized service partners. This bypassed some of our typical troubleshooting and review processes to help move things forward as quickly as possible. It is important to note that the customer filed this ******************** complaint the same day the claim was opened, before we had an opportunity to allow the service process to take its course.

  
  ZLINE partners with third-party service providers who require proper claim submission and processing before a technician can be assigned. Once a claim is submitted, scheduling is based on the availability of service providers in the customers area. While we make every effort to ensure a smooth and timely resolution, we do not control the schedules or staffing of these independent companies.

  
  Additionally, we would like to highlight that this request was submitted just before a national holiday, which can further impact technician availability and response time.

  
  At this time, ZLINE has taken all appropriate actions to assist the customer promptly and in accordance with industry best practices. We will continue to monitor this claim and assist the customer through the warranty process.

  
  
  Thank you, 

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:05/30/2025

  Type:Service or Repair 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 a brand new Z-Line wall oven ADWS 30 from Happys appliance company and installed it about four weeks ago and it is basically dead on arrival upper oven says sometimes heat to excessive 500° to the point where you can burn your hand on the unit lower oven does not heat at all on a second attempt the lower oven will heat and temperatures of excess of 500° once again you’re able to burn yourself on this oven. I have an open case with Z line has now just told me they will not warranty the product because it was not purchased from one of their resellers. Response time is extremely slow and they tell me this now after they acted like they were going to cover the unit under warranty, which isbrand new never used.

  

  Business Response

  Date: 06/03/2025

  Hello,

   

  We apologize for the frustration the customer has experienced. We’d like to clarify that the product in question was part of a bulk purchase made by Happy’s Appliance in 2022. Per the contracts in place at that time, items from this batch—including this unit—were sold without additional ZLINE warranty coverage, which is limited to 1-year post purchase for this particular SKU, without taking into account special showroom pricing and terms excluding warranty coverage. As a result, we are unable to confirm product origin, storage conditions, or prior use, and any further service support will need to be provided directly by the dealer.

  
  While working to determine the warranty status, we moved forward with standard troubleshooting and support in good faith, as we would for any customer. Once it became clear that the original point of sale impacted coverage eligibility, we requested a clearer proof of purchase to ensure all details were fully reviewed.

  
  We encourage the customer to reach out to Happy’s Appliance directly for further service assistance or to voice concerns. ZLINE will still be available for assistance with troubleshooting, communicating with technicians if needed, and recommending parts. 

   

  Thank you, 

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:05/15/2025

  Type:Customer Service 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.

  The absolute WORST customer service I have ever had. For our kitchen remodel we purchased the ZLine appliance package. It arrived end of October 2024. We weren't able to get the dishwasher installed until January 2025. By March the dishwasher quit working. I contacted customer service and was told to fill out the paperwork and send a video of the problem. I did that next day. After not hearing from them for over a week, I contacted them again. They said they couldn't get the video to work. I sent a second video and also sent it to a few of my friends. After another week to 10 days and no response I called them again. They said they couldn't get the video to work, although all my friends were able to view it. Then they said they were going to find a repair person and send them to my house. After another 2 weeks of not hearing anything from ZLine or any repair person, I called again. They said they had ordered the parts but that they had a computer issue, and all orders had to be entered manually so it would take a while. Another 2 weeks goes by, and they contacted me to say they reviewed the case and decided they would just exchange the dishwasher. By this time, it is May 2025 which is 7 months after we received our appliances. I asked if I could get a refund instead. She informed me that I was outside the window for a refund. Not only that, she told me that it would be up to us to have the old dishwasher taken out and the new one installed. Even worse, the replacement dishwasher doesn't get a year warranty, it only gets what is left on the original dishwasher. Zline customer service representatives repearedly lied to me and stalled. They are rude and very unprofessional. I will never purchase a ZLine product again and I hope if you are reading this, you don't either.

  

  Business Response

  Date: 05/16/2025

  Hello,

   

  We sincerely regret the inconvenience experienced by the customer and understand their frustration.

  We’d like to clarify a few important details regarding this case:

  
  After reviewing the case details, we found that the customer advised via email that one of the dishwasher’s adjustable legs had been broken by the electrician they hired. Our product manual specifically cautions against sliding the unit during installation or service, as this can damage the legs—rather, it should be lifted. While this damage was not due to a manufacturer defect, we still offered to send a replacement leg as a courtesy along with the necessary parts for the initially reported issue.

  
  Unfortunately, the leg is currently out of stock. In light of that delay, we offered to exchange the dishwasher—again, as a courtesy—to minimize the customer's wait time. Because the unit remains serviceable, they still have the option to proceed with the originally planned service repair. Once the leg is available, we will send it at no charge.

  
  Alternatively, if the customer prefers to move forward with the replacement, we can proceed; however, installation and removal costs would be the customer’s responsibility given the circumstances outlined above.

  
  In terms of warranty coverage, replacement units provided under warranty continue with the original unit’s remaining warranty period. This is standard practice across the industry and ensures consistent warranty terms for all customers. A new, full-term warranty is not applied to replacement products.

  
  As for the video submissions: the files were shared via a private Google Drive link that required access permissions we did not have. Because of this, we were unable to view them. While we understand the customer's friends were able to open the file, we require publicly accessible links or direct attachments. Additionally, we do not accept service documentation through text messaging. These limitations were not stall tactics; rather, they are part of our established service process to ensure accurate diagnosis and support.

  
  We remain committed to resolving the issue as smoothly as possible from this point forward, and are happy to proceed with service or replacement.

   

  Thank you, 

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/20/2025

  
  
  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,
  
  
  
  ***** ******

• Initial Complaint

  Date:04/19/2025

  Type:Service or Repair 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 a z-line range for my newly remodeled kitchen and it has been malfunctioning ever since. Lake appliance has touched it in which z line has referred them out. They keep sending parts but nothing gets resolved. I've been with a malfunctioning range since November 19th, 2024

  

  Business Response

  Date: 04/21/2025

  Hello,

   

  We sincerely apologize for the ongoing inconvenience and understand how frustrating it must be to deal with a malfunctioning applianceespecially in a newly remodeled kitchen.

   

   At this time, we are currently awaiting the most recent service report from the service technician in order to better understand the findings from their last visit. This documentation is necessary to determine the most appropriate next steps and ensure were pursuing the appropriate resolution.

   

  While this unit is currently outside of the standard one-year manufacturers warranty, please note that ZLINE does offer a limited lifetime warranty on certain components, including the spark tips. If the service report indicates that the unit is not repairable or the issues cannot be resolved with further service, we are open to discussing an exchange as a potential resolution. We will follow up promptly on the customer's open case once we receive the report.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:04/15/2025

  Type:Service or Repair 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.

  We purchased an appliance package a few years ago. Within months we recieved notice that our model could have a carbon monoxide leak and not to use the oven until it was serviced. This took a few months and then not long after we were told lt was still not be fixed.
  We were given the choice of repair or replacement. We chose replacement but I should have demanded my money back at that time. The new oven had a slightly different style with me prefering the first stove. The demensions were slightly different so we had to pay to have our granite cut. The stainless steel finish was differently looking like there were scatches and rust on. my stove. This turned out to be the least of my issues. I started ruining dinners which was odd because I'm a good cook. Christmas dinner took twice what I calculated and still was undercooked. We got a interior thermometer and relazed the temperature was off. The company provided us with a new knob saying this should resolve the problem. It did not. We realized 350 is the top temperature the oven can reach. I contacted customer service and was informed I was no longer under warranty and would not be helped any further. I understand a warranty but what I can't understand is not fixing the problem when I have had a continuous issue since I bought my oven. Additional info: The microwave is fine but the dishwasher does not dry properly.

  

  Business Response

  Date: 04/16/2025

  Hello,

  We apologize for the issues this customer is having. Upon review with management we would like offer the customer two options. We can submit for a courtesy warranty service repair or we can proceed with a return for a refund. 

  We just ask that the customer let us know how she would like to proceed. After this we will we will get any additional information needed to process the option they choose. 

  Kindest Regards,

  ZLINE Kitchen and Bath 

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair 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.

  Purchase date 11/25/24 and refrigerator was installed 3/7/25.Freezer and ice maker do not work. Called Zline 3/10/25 for repair and it took 11 business days for someone to come out and look at it. Technician arrived 3/25/25 said it would need parts, but he didn't know which parts were needed. Still waiting. I spent $7200 to have it not work, out of a refrigerator and cannot complete kitchen remodel until the refrigerator is fixed and the wood panels can be installed on the exterior.I would like a NEW refrigerator and not a repaired one that will most likely break again. We are getting no where and it doesn't seem like Zline cares that we are living out of old refrigerator in the hallway. What if this was our only refrigerator?

  

  Business Response

  Date: 03/26/2025

  Hello,

   

  We apologize for the issue the customer is experiencing with the freezer and ice maker in their refrigerator and the resulting inconvenience. At this time, we are awaiting the service provider's report which has been requested. Once it is received and reviewed, we can discuss possible resolutions including an exchange if necessary. 

   

  Thank you, 

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23114449
  
  I am rejecting this response because: it doesnt fix the complaint.   What parts, what happened, when are the parts arriving and when will my refrigerator be operational?  Are the the parts being overnighted?   When is the technician coming to complete the repair?

  I would like a replacement refrigerator.  
  
  Sincerely,
  
  ********* ******

  

  Business Response

  Date: 03/28/2025

  Hello,

   

  The service provider has advised a diagnosed issue with the ice maker and sealed system in the freezer. We are in the process of sending parts for this repair. If the customer would prefer an exchange at this point, we can facilitate this with in-home delivery and pickup covered, however, costs to un-install and reinstall would not be covered as the issue is considered to be serviceable. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/28/2025

   
  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.
  
  I would like the exchange of refrigerator.  
  
  Sincerely,
  
  ********* ******

• Initial Complaint

  Date:03/20/2025

  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.

  Actually, the most recent event was 2 days ago, but I have had ongoing problems since this unit was purchased about 4 years ago…
  From the beginning things began to break down, the top porcelain tray under the burners (propane) started to split and Zline replaced that; then the oven (electric) began to have tremendous temperature swings, so from then on Zline has sent me a new thermostat (within the last 12 months), a new light (outside the oven) to indicate that the temperature has been reached, and a new burner relay, all of which required a service call from our expert appliance technician.
  From the beginning things began, I requested that Zline pick up this unit (I purchased directly from the manufacturer which was a mistake, as if I had purchased from a big box (Lowe’s) they would have accepted the return, etc) and they refused, even though it was new; they did agree, however, to give me back half of my purchase price, in lieu of a refund or replacement. Well, I was stuck, so I agreed to half refund, hoping that the worst was behind me, but that was not to be. (My appliance service man is the only one who knows these products and the problems they have, for I am part of the growing, disgruntled, downright angry consumers who have been waylaid by the American company (I bought from them to help them, but alas!) that appears to ignore its customers!
  Despite my partial refund (which I have used much of it to pay for service calls after the fact), and all the replacement parts (now the porcelain plate in the oven bottom is deteriorating from the oven burner under it, I feel that I have gotten a unit which the company KNOWS has problems, but doesn’t do anything about. The thermostat is outdated and can only be supplied from overseas…
  Look on ***** and you will see the repeated complaints and issues that people are having….Zlines comments are ‘canned’ and it is impossible to speak to a customer representative on the phone!

  

  Business Response

  Date: 03/21/2025

  Hello,

   

  We sincerely apologize for the difficulty in reaching a ZLINE representative by phone—we are currently experiencing a high volume of inquiries and are working diligently to assist all customers as quickly as possible.
  
  Regarding the customer's refund, the 50% reimbursement they received was offered in accordance with our policy for customers requesting a refund outside of the warranty coverage period. This refund serves as a final resolution, effectively "buying out" the unit and releasing ZLINE from any further liability. While we understand the continued frustrations the customer has experienced, we are unable to issue an additional refund at this time.
  
  As a courtesy, we can still provide replacement parts for any current issues.

   

  Thank you, 

  ZLINE Kitchen and Bath
  
  

  Customer Answer

  Date: 03/24/2025

  As I have stated , I am NOT accepting Zline’s response.  I had asked for them to replace or refund my full amount before the warranty expired. (A one year warranty is a joke on an expensive appliance.  
  If Zline relinquished any responsibility after my partial refund, WHY did they continue to send me PARTS at no cost to replace defective parts in this unit! They had me over the proverbial barrel:  half OR nothing!
  Zline is FULLY AWARE of the defects and problems with their ranges, but seems to REFUSE to ameliorate these defects!    They should be held fully accountable for their unconscionable behavior and their seemingly disregard for their customers…. 
  I am SO sorry that I tried to support an American company whose behavior is so unAmerican! !
  This may be a matter for the Attorney General….of their state and mine!

  ***** has many complaints against this company because of the exact same issues!!!

  

  Business Response

  Date: 03/25/2025

  Hello,

   

  We understand the customer's frustration and appreciate the opportunity to clarify our position. As a final goodwill resolution, we are offering a courtesy exchange for the range despite the previously outlined circumstances. However, we are unable to issue any additional refunds, as the initial 50% refund was intended to be the final resolution in this case.

  
  While we have provided replacement parts at no cost as a courtesy, our policies remain in place, and we have fulfilled our obligations beyond standard warranty coverage. This exchange is our final offer, and we will not be able to provide further concessions beyond this.

   

  We will reach out to the customer on their open case to discuss.

   

  Thank you, 

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/26/2025

  
  
  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,
  
  
  
  ***** ********

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair 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.

  On or about 2/10/25 the ice maker in our less than one year old ZLINE French Door Refrigerator stopped making ice. I submitted a repair request via their website/support email as required. I received an email from customer service requesting a video of the ice maker and the main panel service drawer. I sent the video as requested and then waited another 5 days. Ultimately, I called their customer service team to inquire about the progress only to be told they had not even reviewed my video they requested. Very frustrating to jump through their hoops only to be ignored!
  
  After determining the ice maker and service panel needed replacement, I was sent another email from the warranty department informing me a service company had been assigned and the appointment was set for today between 8am and 5pm. I rearranged my schedule to accommodate. At noon I called the service company assigned to this appointment and was told they were not informed of the appointment and did not have the parts to perform the repair.
  
  When contacting ZLINE customer service I was basically given the “oops. … we’re sorry” response.
  
  We are now looking at 6 weeks in dealing with this issue. Most of the delays are caused by the lack of accurate follow up from either the customer service department or the warranty department, which by the way, REFUSES to take phone calls from their customers.
  
  So … BUYER BE WARE … if you buy these appliances, expect very poor customer service!!

  

  Business Response

  Date: 03/10/2025

  Hello,

   

  We sincerely apologize for any delays and understand the customer's frustration. Due to high call and case volumes, response times may be longer than usual, and we are working diligently to address all inquiries as quickly as possible

  
  Regarding the warranty service, our process is to submit the initial claim with the service provider once we have tracking for the replacement part. Typically, at that point with tracking provided, we schedule service with enough lead time for the part to arrive in time for the appointment. However, in this case, the part was delayed in shipping and was not available on the originally scheduled date.

  
  In these situations, the service provider should reschedule the appointment based on the updated tracking information to ensure the part is available for installation. We apologize for any inconvenience this has caused. Tracking shows the part delivered on 3/7/25. Although the customer’s warranty has expired, we remain committed to ensuring their issue is addressed.

   

  Thank you,

  ZLINE Kitchen and Bath