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:03/19/2023

  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.

  Purchased a stove at Lowes for $11000 in 11/2021. The stove was defective and was replaced within 6 months. The stove continues to be defective and not work properly. ***** asked us to contact Zline directly and work with them to resolve the issue. For the past year Zline has continued to send various heating elements to fix the stove but most of the elements do not fit the stove. They finally send one after sending 8 that didn't work and it was installed. Oven heats but not properly to cook. Zline was contacted again and they stated I would need to pay for someone to diagnose the oven out of my own money and let them know what the problem is. I would like Zline to refund the money so I can buy a proper stove that works.

  

  Business Response

  Date: 03/24/2023

  Hello,

   

  We apologize for the issues the customer has experienced and that service has not been able to resolve them. We will reach out to the customer directly to obtain the information needed to process a return for a refund. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/17/2023

  Type:Delivery 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 received the letter regarding the recall and emailed right away. I received the replacement part and have NEVER been contacted. I have emailed again 2 other times and have called two different numbers. No one answers, they leave you on hold then a robot tells you to email, so Ive done that again. This is the absolute worst customer service I have EVER had. I wish I could return this oven to Lowes and buy something else. I have also had the bottom pan replaced three times because it buckled and the paint cracks from heat, and the heating element replaced because they said it was too hot and caused the buckling. That did nothing at all. So I now have an oven I cannot use at all! I could not be more furious with this company.

  

  Business Response

  Date: 03/23/2023

  Hello,

   

  We apologize for the issues the customer is experiencing and for the delay in obtaining service. The only email we have received to ******************************************************** from this customer's email since the recall was announced was sent on 3/17/23, and we did respond accordingly on 3/20/23 to advise him of his options. At this time, we can offer the customer any of the options below:

   

  1. a 10% partial refund of the original purchase price of the unit to continue waiting for service.

  2. Reimbursement for the repair if the customer is able to contract their own provider. 

  3. A return for a refund with proof of purchase.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/23/2023

   
  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.
  They have offered a refund with proof of purchase. They have not contacted me privately so Im not sure how to go about this. Im hoping they contact me with further instruction. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/16/2023

  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.

  Our 36 inch Zline Range is part of the current recall. After receiving a box of parts we were notified that ********* Services" would reach out to us to install the parts. I have called their number twice and learning that they were "unvailable to take my call and that their mailbox is full and cannot take messages." I have reached out to Zline twice about this issue and they have not responded at all.

  

  Business Response

  Date: 03/23/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in repair- our warranty partner is aware that the first assigned service provider, Reliable Appliance Repair, has become non-responsive and they are in the process of locating a new service provider to complete the repair. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/16/2023

  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 Model R636 oven from ****************** in ************, ** in 11/2020.In addition, we purchased a 5-year Extended Warranty from ************************* (CPS) for this oven.We experienced propane smell and difficulty getting oven to reach consistent temperatures In the first year. Synergy came and installed a new igniter kit (36" Liquid Propane Kit) on 4-15-22. Oven still didn't reach temperatures properly and emitted a noticeable propane smell. In January, 2023 Zline issued a safety warning for this stove (and others) and said not to use the oven, On 02/01/23 we received a repair kit from Zline and on 02/22/23 CPS-authorized Affordable Appliance Repair (********,**) to install the parts; they did this. It amounted to two smaller diameter oven orifices and a metal baffle plate. This repair did decrease the propane smell but the oven still did not reach normal temperatures. (385 after 60 minutes set at 500). It usually reaches just 250 in the first half hour. This Zline oven is not working properly. CPS has asked us to find an appliance repair outfit to fix it properly, as they cannot in our location in ********. We feel Zline should either repair this oven or pay for its recall.

  

  Business Response

  Date: 03/22/2023

  Hello,

   

  We apologize for the issue the customer is experiencing after the initial repair. We can either set up a new service repair for the customer to determine the cause of the issue and resolve it, or we can exchange the unit for the customer if they prefer. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/22/2023

   
  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. We are waiting to see if the appointed repair services can get the oven to work properly.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/15/2023

  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.

  My oven was part of the recent recall of ZLINE ovens: ****************************************************************. I have received the replacement parts (order number *******) and have been waiting more than a month to be contacted by a technician to do the repair. I have tried contacting the company and have not received any response.

  

  Business Response

  Date: 03/22/2023

  Hello,

   

  We apologize for the issue and delay in obtaining service for this customer. The service was assigned to one of our warranty service partners on 3/20, and they are in the process of contracting a provider within their network. Once a provider is located, they will reach out to the customer to schedule an appointment. Alternatively, if the customer is familiar with a provider in their area and would like to contract their own service to speed up the process, we would be happy to reimburse them for the cost of service. The instructions included in the repair kit are easy to follow, and any qualified technician will be able to complete the repair. We know this is not ideal, but we want to give the customer every option possible due to the delay. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/10/2023

  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.

  Like so many other customers of ZLINE that have voiced their displeasure with the unsatisfactory level of customer support, we are impacted by the recall and the lack of responsiveness/communication. We, however, are also impacted by a couple of warranty issues (oven doesn’t heat to the desired temp setting, uneven heating throughout the oven cavity, etc.) that we made claim to months prior to the recall being made public. Those warranty claims have gone unresolved!
  
  We purchased this unit in Sept 2022. By November, the issues became apparent and ZLINE was notified via their claims process. We’re now in the fifth month of possession of an unserviceable range, of which I have asked repeatedly for a replacement range or complete appliance package return and refund ($10,600). I have months of emails that simply delay the process of actually resolving the issues.
  Typical of today’s American business mantra of “I’d like to apologize for any inconveniences”, they refuse to do the correct thing counter to their propaganda (advertisement) that they are customer-centric and “make luxury attainable”. Clearly this is a Leadership Failure on the part of ZLINE. I wonder if they/them/his/hers range is operable?
  
  If ZLINE can’t manufacture, let alone conduct adequate product support functions for a range, perhaps they’re in the wrong line of work.

  

  Business Response

  Date: 03/21/2023

  Hello,

   

  We apologize for the issues the customer has been experiencing and for the delay in locating service. We have previously offered them a 10% credit to wait for service as this case has been assigned to one of our warranty service partners. At this time, we can offer the customer either an exchange for a new unit with the repair completed in-house before shipment, or a return for a refund on the range. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: ZLINE's "offer" of providing a refund of 10% ($450) doesn't address the issues with it.  Meaning they’ll pay a meager amount, but I’m stuck with a POS!  This situation is a function of their inability to locate a service technician in our area that is within the $200 price range that they established.  We live in a rural area of Montana; thus they can’t locate anyone.  I’ve explained that whenever we need outside assistance, those service technicians must drive two hours in each direction, of which we are charged.  Needless to say, that amount is well above their $200 “offer”.  I’m thinking if they can sell and deliver items here, they should be able to support the warranty here and it shouldn't absolve them of any warranty responsibilities.  Afterall, they took my money with no issues.

  
  They offered a full refund for the range only ($4,500), not the entire appliance suite ($10,300).  By accepting a refund for just the range means we’ll have a kitchen with mismatched appliances!  
  

  Quite frankly, this has been the worst company I’ve ever had to deal with in my 63 years.  We are through with ZLINE and want ALL of our money refunded.  I wonder if the CEO, COO, or anyone else in leadership positions at ZLINE is having issues with their appliances?  I doubt it.  
   
  
  
  
  Sincerely,
  
  ****** *****
  
  

  

  Business Response

  Date: 04/04/2023

  Hello,

   

  We have been in contact with the customer directly to facilitate a return of their range for a refund.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 04/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: This latest statement made
  by ZLINE is absolutely disingenuous.  The
  key component they’re missing, hence my rejection is that I have not heard back
  from them in the allotted time they indicated (48–72 hours).  On 29 March 2023 at 5:03pm I received the following ZLINE
  email which stated:

  
  “Hello ******,
  Thank you for providing
  that information. We have submitted your return for your ZLINE Range. Once
  approved, our returns department will reach out to you with additional details
  regarding the original unit within 48-72 hours. Once we have confirmation that
  the unit is picked up by the freight company, our accounting team will be able
  to process the refund.
  
  If you need anything else
  in the meantime, please respond directly to this email”.

   

  This is another example of their inability to live up to their words.  This case will not be
  satisfied until they have corrected it!
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 04/13/2023

  Hello,

   

  We spoke to the customer on March 29th, at which time they indicated their preference:

   

  "I will take $4,599.95 as a refund. The proof of purchase , as well as the Bill of Lading reflecting the delivery are attached."

   

  The customer provided his serial number as requested and our customer experience representative submitted the return and refund request to the returns department on the same day, March 29th. Our usual turn around time is 24-48 hours, but the returns department was unfortunately short staffed and facing an increase in inquiries as a result. This is not an issue of incompetence as the customer has claimed, but a shortage of bandwidth which we are in the process of mitigating. The customer was provided with return information on April 6th, and at this time, the tracking number with Pilot Freight ********* indicates that the unit has not been picked up. A refund will only be issued once the unit is in transit. We will await an update from the customer regarding the pickup.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 04/16/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  This situation has been going on for over five months because of ZLINE’s incompetence.  The central theme to dealing with ZLINE as I’ve painfully found out is to be prepared for excuse after excuse after excuse.  This time they're using “a shortage of bandwidth”.  Nothing like wearing out an already worn-out cliche.  The junk range was picked up this morning as evidenced by the attached waybill.  

  Please note as they stated, “A refund will only be issued once the unit is in transit”.  It is now in transit and I’m wondering what excuse will be used in delaying the refund.

  I’m left wondering why it took these morons five months to do exactly as I said in November 2022.
  

  On a side note, I’ve already begun switching everything ZLINE to KitchenAid, regardless of cost.
  

  Sincerely,
  

  
  
  
  ****** *****

  

  Business Response

  Date: 04/17/2023

  Hello,

  Our records show that the pickup was performed on 4/15/23 (this past Saturday) and our accounting department is now in the process of issuing a check (Monday 4/17/23). The check will be sent via USPS mail and should arrive within 7-14 business days.

  Thank you,

  ZLINE Kitchen and Bath

   

• Initial Complaint

  Date:03/09/2023

  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.

  Purchased a Zline 36 inch gas range/oven on 11/4/22 from ******. It was delivered and installed about December 1, 2022. We used it no more than 3 times before being notified of a recall in late January 2023. I immediately registered for the recall and was sent the repair package within 2 weeks with the understanding that Zline would be in contact shortly with more information about having a certified technician scheduled. It has been over a month and there is no update. When contacted, Zline now says they are trying to locate a technician and they will reimburse me up to $300 if I find someone to do the repair. I don't have the time to research certified technicians! I have requested an update on repair or a full refund and have gotten no response.

  

  Business Response

  Date: 03/16/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in service. Our records show that the customer has had an initial service call, and that the service provider is requesting additional parts. We will be shipping the parts and reimbursing for both service appointments. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/20/2023

   
  Complaint: 19577513
  
  I am rejecting this response because:

  the company has been difficult to reach to resolve this issue.  A 2nd case was opened unexpectedly.  I am not confident that the issue will be sufficiently resolved and cause no harm to my family.

  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/24/2023

  Hello,

   

  We are working with the customer directly in order to process a return for a refund. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/09/2023

  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 36inch gas range Involved in this most recent recall. I registered for it and the company has sent the part. And now they just say sit and wait?? No oven in house. How does a company get away with this. I just called and he basically said we are searching the area (**) for repair but cannot find anyone oh but you can find one yourself and will reimburse lol. As if its easier for me. No one wants to work with zline. Ive had issues before. So no repair people in all of the tri-state can do this according to Zline?? So funny. This company is Terrible. Now just wait for someone to call me. Funny. No one is going to call.

  

  Business Response

  Date: 03/16/2023

  Hello,

   

  We apologize for the issues the customer is experiencing and for the delay in service. We are utilizing multiple warranty service partners to locate service for our customers in the order the case was initially received, and have onboarded a third service company as of yesterday in order to expand our network of providers and bandwidth. We have offered the option for customers to contract their own provider to speed up the service location process, and ZLINE will reimburse for the service cost. We realize this is not ideal as we would prefer to handle this for our customers, but we want to offer any possible option that will lead to a quicker resolution. If the customer is not interested in contracting their own service provider that is perfectly fine, and we will continue the service location process on our end. We are committed to providing a safe and satisfactory solution for every single affected customer.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19563656
  
  I am rejecting this response because: I have found my own service company to fix the recall. I live in **. Zline seems to think that $300 is going to cover that service. Just to have them walk in door it is 150. My bill to have this fixed by a reputable appliance repair company was $462.33. I would like that completely reimbursed and I will be happy with zline. $300 is in no way enough for a repair job in **!
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 03/22/2023

  Hello,

   

  We appreciate the customer and their efforts to contract their own provider. We will be happy to reimburse the full amount of the service cost. We will reach out to the customer to obtain the service invoice for reimbursement.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/08/2023

  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.

  Like others, I have been waiting for ZLINE to schedule a repair for my oven. Having dealt with them before, I know how difficult it is to get through by phone so have used the email address they recommend. I have emailed three times over the last month and have gotten nothing in response; not even an automated message. I have an oven I am not able to use because it is potentially deadly. If ZLINE is unable to provide repair services, they should offer refunds.

  

  Business Response

  Date: 03/15/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in service. The only emails we have received to ******************************************************** or ******************************************************** from the customers email have been regarding a separate dishwasher issue which is being rectified, and not the current issue with the range. We are unsure why we have not received the customer's three emails as stated, and we are not a month behind in direct email responses. It's possible the customer is emailing the recall center for updates, when they strictly handle registration for the repair, and all follow up is handled by ZLINE and our service partners. At this time, we can offer the customer a 10% credit to continue to wait for the repair which is pending dispatch to a provider, or we can offer up to $300 in reimbursement if the customer is able to locate a provider they are familiar with to speed up the process. We understand the customer's frustration and know this is less than ideal, but we want to offer any option possible to resolve the issue as quickly as possible for the customer. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19559690
  
  I am rejecting this response because:

   

  They did actually respond to my third email the day I submitted this complaint (funny how that always happens). This is what they told me:

   

  "We apologize for the delay in getting your oven repaired.  When the
  safety issue was discovered, the decision was made to alert everyone
  that was a known purchaser of the recalled oven.  We did not wait until
  each repair was figured out
  as the most important issue was your safety.  We are trying to find and
  to train qualified technicians all across the country and will have one
  reach out to you to schedule the repair asap.  In the meantime, if you
  would like to find your own technician, please
  let us know in a reply to this email and we will send you the details
  and the release form.  We will reimburse up to $300 if you source and
  hire your own technician for the repair."

   

  I don't have time to do their job for them and hire my own technician. I don't even know what I would be asking to have fixed. If Zline can't get this taken care of immediately, I will take a full refund for the oven. The sooner I have all defective and now possibly deadly Zline appliances out of my kitchen, the better.
  

  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/22/2023

  Hello,

   

  The customer has provided her proof of purchase which indicates she actually owns model RA30 which is not a gas oven but an electric oven, and is not affected by the current recall issue. We respectfully ask the BBB to close the case due to this newly obtained information.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/23/2023

   
  Complaint: 19559690
  
  I am rejecting this response because:

   

  That proof of purchase was for the original oven I bought from them, which I had to exchange for the gas range. I've supplied them with a photo of the serial number for the oven I have and have been told I should find out within 5 days if the refund request has been approved. Then they will send a check. Once I receive a check from them, I will happily close the complaint.
  

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/27/2023

  Hello, 

   

  We have obtained the correct proof of purchase and have been in contact with the customer to facilitate the return for a refund.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19559690
  
  I am rejecting this response because:

  In my previous experiences with Zline it takes a long time and a lot of back and forth before issues are resolved. With this in mind, Im not comfortable closing out this complaint until Ive received my refund.

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/04/2023

  Hello,

   

  The customer has been set up for a Pilot Freight in-home pickup. Once the customer advises the pickup has been completed, a check will be issued and sent via **** mail.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19559690
  
  I am rejecting this response because:

  I will close this complaint when I receive the check.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/13/2023

  Hello,

   

  The accounting team was in need of a pickup confirmation which did not occur until 4/11 per the Pilot tracking number due to a missed pickup appointment. They are now working on issuing a check.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 04/13/2023

   
  Complaint: 19559690
  
  I am rejecting this response because:

  I will accept the response and close the complaint once I receive the check.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 04/13/2023

  Hello *****,

   

  We understand you would like to keep this case open, however, we are required by the BBB to respond to these rejections within a certain time frame, prolonging the repetitive back and forth until you get your check. Another rejection will result in another response from us, so we would recommend waiting a couple days before responding. We assure you that we also want to ensure your check is received as soon as possible.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/08/2023

  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 Z-Line SELF CLEANING oven May 2020 since then I had 3 repairs, 1 temp control, 1 carbon monoxide, now come to find out the self cleaning does not work & the temp burned out again according to repair man who repaired the carbon monoxide issue. I waited 4, I mean FOUR months for the item and the repair. How do you feed a family without a stove for 4 months? Including the holidays ?
  I am so unhappy & wasted $4200. This oven has never worked properly.
  I called the Z Line customer service, ###-###-#### spoke to a supervisor Katie (who refused to give me her last name?) & she was non-responsive saying to call the vendor, who in turns calls them for a return authorization, I have done this twice already. When I asked about the self cleaning not working they had the guts to tell me they don't have self cleaning ovens, they only suggest using the higher temp??? But I googled self cleaning ovens, Z Line comes up, I purchased a Z Line self cleaning, the knob says clean on it, when I try to use it, it does not lock (which is a safety hazard in its self) but does not clean, so to me that is FALSE ADVERTISING, so consumers will buy it THINKING & reading they are getting a self cleaning oven. I want my money back, 3 times for repair is a lemon to me. They did however offer to replace the KNOB !!! Come on Z Line you have to be better than this. Give the people what they pay for and what you ADVERTISE!

  

  Business Response

  Date: 03/14/2023

  Hello,

   

  We apologize for the customer's experience with her range. We do not sell any ranges with a self-cleaning feature, but the first batch of ranges unfortunately included a misprinted knob and manual that indicated self-clean was included when it was not an intentional part of the design. Due to the issues experienced by the customer, we can offer a return for a refund if this is their preferred resolution.

   

  Thank you,

  ZLINE Kitchen and Bath

   

  

  Business Response

  Date: 04/17/2023

  Hello,

  We sent the customer an email on 3/14 to obtain the necessary information to process a return for a refund with an in-home pickup. We will reach out again as that email did not receive a response. 

  Thank you,

  ZLINE Kitchen and Bath