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.

close

Find a Location

ZLINE Kitchen and Bath, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:03/08/2023

  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.

  I purchased the Zline RG-36 gas stove 10/26/19 from Lowes for $2259.76 and received the recall notice letter on 1/19/23 at which time I discontinued using the oven. I immediately ordered the replacement part online, received notice of receipt and an order replacement number *******. The replacement was shipped on 2/3/23 and received over four weeks ago.
  The only other correspondence received from Zline was an email on 2/17/23 thanking me for my patience and someone would be contacting me soon to schedule the repair. It is now 3/8/23 and I have not received a call or email since 2/17. I have tried to contact Zline at customer service numbers and have been disconnected multiple times. I work with builders in the area and have recommended Zline numerous times over the years from the appearance of the products, reviews and customer service at time of delivery. I am extremely disappointed in the way they are handling this situation. To not have oven use in Ohio during the last three winter months has been an extreme inconvenience and not having the ability to reach anyone to at least get a resolution to this issue is extremely frustrating especially as it appears others are experiencing health issues from a defective product. I am taking what I feel are drastic measures by filing a complaint at the BBB as I typically do not go this route and would prefer to deal with the company direct, however, I have no other choice in this situation with Zline's lack of communication and unavailability. Thank you.

  

  Business Response

  Date: 03/14/2023

  Hello,

   

  We apologize for the issue, inconvenience, and delay in obtaining service that the customer is experiencing. We are experiencing a high volume of incoming calls, resulting in communication delays. At this time, the customer's case is still awaiting service with one of our warranty service partners. The time to locate a provider varies depending on the date of submission and availability of service providers in the area. We can offer the customer a 10% credit if they would like to wait for service, or we can also reimburse up to $300 if the customer is able to contract their own provider. Alternatively, we can exchange the unit for the customer with a new unit repaired in-house before shipment. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/16/2023

  
  
  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.  I would like the unit exchanged for another new unit repaired prior to shipment as it sounds like this may occur in a more timely manner than waiting for the repair to be scheduled.

  What is the next step?  Will a Zline representative be contacting me?

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

• Initial Complaint

  Date:03/04/2023

  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 received my Zline Gas range 30-in Gas range ($2,265.71) 11/17/22 all-together for $2,456.31 via Lowes of ****************, ** online order. The oven immediately began emitting heavy black smoke after turning on&that was if the "on/off" mechanism wasn't malfunctioning.Zline was called w/ issue at which time we learned of the recall on our product d/t dangerous CO emission levels from oven when on. We registered for recall 1/6/22 as instructed. Since then the process has been an unacceptably drawn out from waiting to receive the recall repair kit to still waiting on a tech to come& perform the repair with this kit we received over a month ago. Despite numerous attempts to obtain ANY help, update/answers only through the recall center has another person been accessible& they only deal w/ recall reg. ZLINE customer service# remains unanswered during work hrs& all emails remain unreturned! I spoke w/ ***** ASMs who were just as shocked at the response& handeling-mainly that a recall of this nature was being salvagedW/any repair as compensation& not repossessed for full refund altogether. Finally after taking a diff route of automated promts a rep answered the call! I explained my request for FULL refund& to have the range reclaimed ASAP. Aside from my request being more than warranted (given the amount spent [$2,456.31] based on what was advertised, not even had for a full 4 months, still unable to full use& with pot. FATAL defects that zline has readily offered to compensate w/ "repair" that will never substitute for a full-proof 110% risk free, properly assembled product never to worry about 'again' that i was promised &believed to have been sold when agreed to purchase). When I was met w/ resistance/denial d/t surpassing "the window" for en eligible refund I DEMANDED to speak with whoever had the ***** to even challenge my customer right w/ an IRRELEVANT EXCUSE given extenuating circumstances!? No follow-up return call has ever been rec. as promised since then.

  

  Business Response

  Date: 03/14/2023

  Hello,

   

  We apologize for the issue the customer has experienced and for the delay in service. We have attempted to call her back several times, only to be sent to voicemail. We have been responsive via email on case #******** when phone calls have been unsuccessful. We will reach out to the customer to request proof of purchase in order to process a return for a refund. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:03/03/2023

  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 purchased a Zline 36" range in late 2022. We were notified, by letter about a recall for the oven part of the range. It said the oven emitted dangerous levels of carbon monoxide and to stop using the oven immediately. We had been wondering why my wife was experiencing feeling lethargic and weak when she was baking or preparing dinners. The letter said an oven repair kit would be sent to us and then a service person would be scheduled to replace the part. We received the part more than 40 days ago. We finally received an automated computer call from a local company, to schedule the repair. It gave a *********** for repair. I was not able to answer the call personally. So, we took off work and waited without technician arriving or calling. Wasted an entire afternoon. I have tried calling Zline several times and each time, after being on hold for a long period, we were just disconnected. I finally got ahold of Zline recall rep. *** said when we received the automated call, we needed to push the # 1 to confirm my appointment. That is understandable. What I dont understand is why they did not even try to call us back. Is our health, personal safety & lives not important enough that a REAL human being would make every effort to reach out to us??? I had to spend more time researching what repair company had called to schedule the appointment. I personally called them and talked to a nice gentleman. He stated, we had missed our window of opportunity to schedule our repair at this time. And, he did not know when his technicians would be able return to our area to schedule a repair. He said when he found out he would call us to schedule the repair. So, for almost two months we have not been able to use our oven and have no idea when they will schedule it to be fixed. If they cannot schedule the repair within the next week, I'd like them to take their stove back and I will purchase another brand thats more reliable and has better customer service. I have personally been in business for almost ********************************************************************************************************** at stake. *************************

  

  Business Response

  Date: 03/14/2023

  Hello,

   

  We deeply apologize for the communication issues that resulted in further delays for this customer's service. We are relying on multiple service partners to schedule appointments with our customers once they accept the service claim, and some of them use automated scheduling systems to service more customers at a time, while others will call each customer individually. We will reach out to the customer directly to discuss the best resolution moving forward. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/28/2023

  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.

  I have a 36 inch Z line oven which I purchased from Lowes and received notification from the company of a recall for emission of carbon monoxide. I have been without an oven for almost 5 weeks. The part to fix this issue was shipped and has been sitting here for almost three weeks. I have attempted to contact Zline to find out what is going on multiple times to no avail. This is unacceptable. I did not spend this kind of money to not be able to use my oven for my family for over a month and I am still not getting answers. I want my money refunded . This has been nothing but a huge inconvenience to my family . I would never purchase your product again .

  

  Business Response

  Date: 03/13/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in service. We are working as quickly as possible to locate service providers for each affected customer. We can offer a 10% credit back on the original purchase price of the range if the customer is able to continue waiting for service. Alternatively, we have also extended the offer to customers to reimburse up to $300 for contracting their own service provider for the repair. We know this is not ideal, but want to offer any options that may result in a faster resolution for the customer. If none of these options are acceptable to the customer, we can process a return for a refund with proof of original purchase. 

   

  Thank you,

  ZLINE Kitchen and Bath

  

  Business Response

  Date: 03/21/2023

  Hello,

   

  The $300 would go towards the customer contracting their own provider and paying out of pocket to speed up the process. If the customer wishes to wait for service contracted by ZLINE, we can offer a 10% credit based on the purchase price of the range with proof of purchase for reference. If neither option is satisfactory to the customer, we can offer a return for a refund.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/21/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  ********* *****
  

• Initial Complaint

  Date:02/28/2023

  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.

  A neighbor was researching a question on the Zline website and discovered that her Zline propane gas range had been recalled for safety reasons. She knows we also have a Zline propane gas range and had us visit their website. There we found our range had also been recalled. We completed the inquiry form and were assigned case #******** and the gas to the range was shut off. Zline sent out the repair kit on 02/02/2023 and we received it a couple of days later. After not hearing from them, we called every few days and emailed them several times. Our neighbor was able to set up a repair date for next week. So far we have not heard from Zline!********, each time she had used the oven, has been totally incapacitated for several days after. We finally realized what was causing her to become sick whenever she used the oven. She has been seeing all types of Doctors for help over the last two years. but to no avail.The range was registered with Zline at the time of purchase but we or our neighbor never contacted us about the safety defect.We would appreciate and any help you can give us in getting the repair kit installed.

  

  Business Response

  Date: 03/13/2023

  Hello,

   

  We apologize for the issue the customer has experienced and for the delay in service. Our records currently show that the repair has been dispatched to a local provider, and if they have not already reached out to schedule an appointment, they will be shortly. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19515685
  
  I am rejecting this response because: Zline posted a deadly situation on their website. (Oven emitting carbon dioxide gas), without notifying stove owners of the recall. Fortunately a neighbor looked at their website and saw the recall and informed us, as she knew we had a Zline stove. At the time of purchase we registered the stove with them. It took many unanswered emails and phone calls before we were contacted by a ***** repairperson. My wife was veryb sick and goin to the doctors and they could not find a cause. As soon as we completely stop using the stove by shutting off this gas to it, started to recover, but she is not totally recovered.
  
  Sincerely
  ********************

  

  Business Response

  Date: 03/21/2023

  Hello,

   

  In our recall efforts, we sent notifications via email, phone, and mailers as well as our CPSC online announcement, announcements on all social media channels, through retail partners, and local news networks shared the story. Unfortunately, some orders in our system only have vendor info on file (ship to store orders or forwarded orders) and we had to rely on those channels to pass the announcement to our mutual customers. We have made every effort to notify all affected customers.  We will reach out to the customer to inquire if the service is now complete as our system indicates their service was scheduled.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/28/2023

  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.

  I purchased a ZLine gas range in November 2021 which has been recalled. After reading about the dangers associated with carbon monoxide poisonings associated with these ranges, I would like to return the unit for a refund. I have contacted the recall line as well as ZLine's customer service unit, and have not received a response. I was mailed a part for repair but have not been contacted about making an appointment for repair. I don't desire to repair the unit but would prefer to return the stove, as I have young kids and don't feel safe using it.

  

  Business Response

  Date: 03/13/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in service. We are currently awaiting the location of a service provider for this customer, and once one is located they will reach out to schedule an appointment. We want to assure the customer of the safety and efficacy of the repair- both the repair and parts have been thoroughly tested and certified by the Consumer ************************* (a completely impartial government agency) as a safe solution to the issue at hand. Many customers have now had the repair completed with no additional issues. We can offer a 10% credit (partial refund of the original purchase price) for the inconvenience if the customer can wait for the repair. We have also offered reimbursement of up to $300 if they prefer to utilize their own provider for the service. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19514904
  
  I am rejecting this response because:  as I communicated in my initial complaint, I do not wish to pursue repair of the appliance.  I no longer feel that I can be confident or comfortably use the oven after realizing that it posed such a significant safety risk to my family.  I continue to request a refund and return of the appliance.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 03/21/2023

  Hello,

   

  We will reach out to the customer directly to obtain the necessary information to process a return for a refund. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 03/21/2023

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/28/2023

  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.

  In 2019 we purchased a stand alone 4 burner gas range from Zline appliances. it is billed as affordable luxury, but its not affordable if it doesn't work or needs repairs early in its life. In 2021 I had to order an oven part and pay to have it installed as the stove was out of warranty. Later i realized I smelled gas though i never received notice about the recall on these ovens, I discovered on my own. I have registered with the recall, received the replacement part and await their service man, been two months now. By the way the repair requires drilling new holes and the service man has to review a video to repair. Doesn't really build my faith. As mentioned by others I too have called the company directly to try and get a handle on when i can expect service and the loop does indeed just hang up on you. Meantime during the cold winter of prime baking season we're out of luck. Maybe it will be ready by peach pie season.

  

  Business Response

  Date: 03/13/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in service. We are working as quickly as possible to locate service providers for each affected customer. We have created thorough resources in our parts kits including photo and written instructions as well as video tutorials, which enable any competent repair technician to be able to complete the repair whether they are familiar with ZLINE or not. The repair kits have been tested and certified by the Consumer ************************* (a completely impartial government agency) as a safe solution to the issue at hand. We are currently awaiting the location of a service provider for this customer by one of our warranty partners. We have also been offering customers the option to contract their own service and send us a receipt for reimbursement in order to speed up the repair. We realize this is not ideal, but we want to offer our customers every option to have the repair completed as quickly as possible. We will of course keep the case open on our end to locate a provider unless told otherwise by the customer.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/27/2023

  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 were notified of a recall on our gas range that was purchased about 4 years ago, leaking dangerous levels of carbon monoxide. We were told to register and we would be sent the replacement parts to fix the stove. We received our replacement parts and have not heard from Zline yet. I have attempted to reach out to them for scheduling. I called this morning and was told there is no ETA for getting our stove fixed. Another solution that was offered was that we could find our own technician to fix it for a reimbursement of up to $300. However, I know that there are no qualified repair people to fix these stoves. We had to fix it ourselves a couple of years ago because the fan went out and were told by zline, they could send us the part, but there was nobody in our area that can fix their stoves. We called all over town to try to find someone. So, now we have this recall and they are telling us to just not use our oven until they can get someone, but I know there is nobody to fix it. I want a new stove! To think we have been getting poisoned for the last 4 years and they can't even take care of getting us scheduled to have the oven fixed.

  

  Business Response

  Date: 03/10/2023

  Hello,

   

  We apologize for the issues the customer has experienced. Due to the lack of service presence in their area, we would like to opt for a full refund at this time rather than a replacement. We will reach out to the customer directly to facilitate this solution.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/24/2023

  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 bought a complete set of ZLine kitchen appliance from Home Outlet Direct in November last year for over $10,000. Our refrigerator just stopped working and we reached out to ZLine customer service via phone and no one ever answer the phone and they refer us to send them an email regarding our issue/problem. It has been a week and we have'nt receive any response or heard anything back from ZLine. We paid over $10,000 for the appliances and we should expect a better customer service than this. At least notify us and contact us in some form instead stay silence completely.

  

  Business Response

  Date: 03/07/2023

  Hello,

   

  We apologize for the issue the customer is experiencing and for the delay in response, as we are currently receiving more submissions than usual. We have set up an exchange for this customer and will be picking up the defective refrigerator and delivering a new unit. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:02/23/2023

  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.

  Had a recall on oven they sent the part but havent fixed it yet been two weeks and we need to cook in the oven

  

  Business Response

  Date: 03/07/2023

  Hello,

   

  We apologize for the delay in service for this customer's range. We are currently waiting on our warranty partners to locate a service provider for this customer, and once one is located and accepts the claim, they will reach out to the customer directly to scheduled service. The time to receive service will vary depending on availability and service provider presence in the customer's zip code.

   

  Thank you,

  ZLINE Kitchen and Bath