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Business Profile

Appliance Sales

ZLINE Kitchen and Bath, LLC

Complaints

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

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    Customer Complaints Summary

    • 254 total complaints in the last 3 years.
    • 41 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/15/2024

      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 range 3/2021 from Lowes, I have needed to have it serviced 3 times, now going on the fourth. I believe this range to be defective and or a lemon. The company is not helpful and I would want to warn other consumers not to buy from this company.

      Business Response

      Date: 02/27/2024

      Hello,

       

      We apologize for the issues the customer has experienced. We currently have an open warranty service request to repair her range as a courtesy outside of warranty. If this repair is unsuccessful, we will be able to exchange the unit. As the customer is outside of the warranty period, we will be unable to offer a refund at this time. 

       

      Thank you,

      ZLINE Kitchen and Bath

    • Initial Complaint

      Date:02/14/2024

      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 Jan. 26, I received Z Line’s SRG30 range which replaced the RG30 which was causing Carbon Monoxide and other problems. The Z Line RG30 was advertised as a 30 in. range, as the name implies. Z Line also advertised its replacement, SRG30, as 30 in. which would imply that they are both the same size. They were not, the older stove is 27 in. Z Line had the responsibility to tell owners that, although they were both advertised at 30 in., they changed the size of the SRG30 to reflect its name. The new range cannot fit into the space of the old range. The Z Line rep. said I had accepted the range and I could not be returned. I accepted trusting that Z Line was accurately representing their product.
      I am requesting that Z Line refund a total of $2,769.96 which would include disconnect and reconnect Z Line must pick up their range and refund on/before pick up date.
      Other problems with this range:
      The burners do not have slot which it can slip into to get a proper flame. The burners hook onto the ignition pole and can easily shift back and forth and will burn high and out of control if they are not shifted to the “right position,” It is up to us to find the right position. I got burned turning the flame on/off and moving the burners to figure out what that position is.
      The top left burner hisses loudly when it is turned on, it does not come on immediately but bursts into flame, which is a high, out of control flame and sometimes goes out. Because it does not come on immediately, you smell gas. Even though the range has a 1 year warranty, the rep. said that I would have to call the gas co. to diagnose the stove’s problems and then provide them this report, even though it is clear that it is not the gas co.’s issue!
      The oven’s broiler flame does not ignite fully on the left side of the broiler. The back half does not ignite at all.
      All the knobs are very difficult to push in, turn and pop back out. It has to be pull out.
      The kick plate is loose and won’t reseat.

      Business Response

      Date: 02/27/2024

      Hello,

       

      We apologize for the inconvenience experienced by the customer. We would like to clarify that the RG30 is not 27" as stated by the customer, but 29.75" while the SGR-30 is exactly 30". For many customers, this small change does not impact the installation of the new range, but we understand this size difference has been crucial for this specific case. We have been in contact with the customer to discuss options to keep the unit or return it for a refund, and will continue to work with them until the resolution is complete. 

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 02/28/2024



      Complaint: ********

      I am rejecting this response because:

      In my latest email communication with Z Line on February
      27, I received an offer in the amount of $1577.57 in exchange for returning the
      new, unused SRG30.
      In other words Z Line is expecting me to exchange a range
      which they have valued at $2600 for the sum of $1577. This is unacceptable. I
      suggested that we meet in the middle. That is, I would accept an offer of $2096
      meaning that I would give a little and they would as well.
      They keep reverting back to the prorated value of the old
      RG30 model, which I do not own and whose contract has already been settled.
      This is a new range and a new contract lasting 1 year. This
      range does not fit in my kitchen through no fault of my own. Although this was
      an exchange/replacement, Z Line described both models as 30 inches and did not
      inform us that they designed the new SRG30 to be larger.  I am left without a range to cook on, not only
      because it does not fit, but it has serious problems with the burners and came
      with some damage, which I have described to Z Line.
      Alternatively, I can contact Home Depot and get an estimate
      of what it would cost to shift stone and cabinets so that it will fit. Z Line
      would also have to fix the problems with this range. This would cost so much
      more.
      I am again offering the compromise above plus
      compensation for being without a range. I am asking that Z Line pick up within
      2 weeks and that I receive payment at the time of pickup



      Sincerely,



      **** ********

      Business Response

      Date: 02/28/2024

      Hello,

       

      The refund amount is calculated based on the purchase price of the original unit, which amounted to $2,069.96 at the time of purchase. The customer received an upgraded unit at no additional cost. We would not refund more than what the customer originally paid for the unit. Our policy and agreement with the Consumer Product Safety Commission (CPSC) is that compensation is based on the prorated value of the recalled unit. Our commitment is to ensure a fair and consistent resolution for all affected customers, as outlined and approved by the CPSC.


      Any costs associated with disconnection of the ZLINE range can be reimbursed with a paid and itemized invoice provided. 

       

      Thank you, 

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 02/29/2024



      Complaint: ********



      I am rejecting this response because:

      The issue at hand is the problems with the SRG30 not the
      RG30.  The CPSC has not ruled on the
      SRG30 range as of yet. However, if ZLine wishes to use the same CPSC prorated
      formula that was used with the RG30, let’s go ahead. ZLine indicated, in its
      last communication, that it will not refund any more than the customer’s originally
      paid price of $2069.96. So we are beginning with a value of $2069.96. The
      prorated value of the SRG30, which is the range I own, am having problems with
      and wish to return, has to be 0 as the range is new and unused. So the final refund
      is $2069.96. Which is what I requested and is in line with the CPSC.



      Sincerely,



      **** ********

      Business Response

      Date: 03/05/2024

      Hello,

       

      As the customer stated, the CPSC has no authority or requirements for refunds of the SGR gas ranges. Therefore, as we have supplied the customer with an equivalent gas range as requested, we are not under an obligation to issue a full refund or even a depreciated refund at this time for this model. However, we understand that this range will not fit in the customer's home and have offered her the same refund she would have received if a refund was requested with the initial registration rather than requesting an exchange. We will also reimburse (with a paid invoice) the costs associated with disconnecting the range prior to return. This is our final solution at this time if the customer does not wish to keep the replacement range. 

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 03/07/2024



      Complaint: ********



      I am rejecting this response because:

      Zline kept insisting
      and insisting on the use of the CPSC prorated formula to determine the refunds
      even though I kept saying that this was not the RG30. When I finally decided to
      use the formula and its results showed a total refund, as I had requested, ZLine
      rejected the results saying that the CPSC was not involved
      Please forward to me the rulings or statements make to you by the CPSC
      including the prorated formula in its entirety as this is public information and I wish to examine it before making a decision.



      Sincerely,



      **** ********

      Business Response

      Date: 03/08/2024

      Hello,

       

      Our customer experience team is reaching out to the customer in order to facilitate the return and refund in the amount of $2,069.96 .

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 03/11/2024



      Complaint: ********



      I am rejecting this response because, in order to accept ZLine’s
      offer, I need to have questions answered by ZLine.

      In response to ZLine’s
      refund offer, I asked ZLine when they would pick up and when and how I would be
      refunded
      Below is ZLines
      response:
      “We would submit the return for a
      refund to our returns department. Our returns department would coordinate with
      a carrier for a pick-up. The carrier will call to schedule a date and time with
      you to pick up the unit. Once the unit is picked up and with the carrier, our
      accounting department will process the refund check and this will be mailed out
      to you via USPS.”

      While it is interesting
      to know ZLine’s internal process, my question was not answered. ZLine has been conducting
      this process for some time now and has a pretty good idea of how long it takes.
      The SRG30 took about 2 weeks after the process was initiated and was delivered
      in January. I work from home so there is no issue of accessibility for pickup.

      As for the refund
      process. What Zline describes as their internal refund process could take a
      matter of seconds to do given today’s technology. When the SRG30 was delivered
      and I signed for it, it took seconds for me to receive an email with my
      signature and ZLine also received this into their database. Being
      refunded is of particular concern to me because, on this BBB forum, is a
      complaint of a customer on 1/26/24 whose range was picked up and was still
      waiting for a refund a month later. There is also one on ZLine’s Facebook page
      on Nov. 7.  I have a Zelle account so
      payment can be made the same day.

      I would greatly
      appreciate an answer from ZLine as I need to know how to plan. If it is going
      to go into another month before pickup I will require compensation for being
      without a range for 2 month or more as getting the refund is crucial to
      purchasing a new range.

      I am also requesting
      that the BBB keep this inquiry open until ZLine picks up and refunds.



      Sincerely,



      **** ********

      Business Response

      Date: 03/14/2024

      Hello,

       

      Regarding the customer's first question about the timeline for the pickup of the range, this can vary depending on all of the factors we previously shared. A rough estimate would be 1-2 weeks, and we can ask the returns team to move this request to the top of the queue for faster processing. For the second question regarding the speed of the refund, we do not facilitate direct deposits at this time or use apps like Venmo, CashApp, or Zelle. All refunds resulting from the recall are issued via check and USPS mail. Again, processing time will vary because of the internal factors listed in the previous response. It would most likely be 2-4 weeks before the customer would receive the refund check by mail, which includes the processing and shipping time. 

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 03/16/2024



      Complaint: ********



      I am rejecting this response because:

      I find ZLine’s pickup
      time frame of the SRG30 range reasonable.
      I find ZLine’s refund
      time frame unreasonable as Zline will know immediately that they have
      possession of the range and is able to deliver the refund through their
      preferred carrier, USPS, within a week. Instead, ZLine is extending the
      completion of their side of the bargain to a month, a frustration which others
      have experienced. ZLine has the ability to relieve the inconvenience of this customer
      of not having a range and is instead extending it.
      Using the minimum
      time ZLine has outlined to pick up the range and deliver the refund, receipt of
      this refund will take me well into another month, April. The range was
      delivered in January, which will make it over 2 months of being without a
      range. Using the calculation of $300 compensation a month, the total refund
      come to $2,696.96.
      Having used ZLine’s minimum
      time frame and compensation, I hope this bring to an end this negotiation.



      Sincerely,



      **** ********

      Business Response

      Date: 03/21/2024

      Hello,

       

      The customer previously requested the following:

       

      "I hope we can agree on payment of $2069.96 as this is a fair proposal."

       

      After we agreed to this amount on March 8th, the customer started to renegotiate which is causing additional delays. $2,069.96 is the final refund offer at this time. We will do our best to get this refund check expedited with the accounting department once the unit is picked up from the customer. We can also request tracking via Fedex rather than USPS to ensure it arrives as quickly as possible. 

       

      Thank you,

      ZLINE Kitchen and Bath

       

      Business Response

      Date: 03/25/2024

      Hello,

      Please see the attached proration schedule chart taken directly from our signed agreement with the CPSC. Please let us know if additional information is needed. 

      Thank you,
      ZLINE Kitchen and Bath

      Customer Answer

      Date: 03/26/2024



      Complaint: ********



      ZLine has agreed to
      the sum of $2069.96 and return of the SRG30, which is what I requested.
      A separate issue is
      compensation for being without a range for two months now and will be three due
      to ZLines excessively long refund window. The total for two months is $600 as
      detailed previously.
      ZLine has, through
      email, made known to me their unwillingness to compensate. If this is correct,
      it will have to be pursued in another forum.
      Let us move on with the
      return of the range and refund process. 

      Sincerely,



      **** ********

      Business Response

      Date: 03/28/2024

      Hello,

       

      We have reached out to the customer on their open case to proceed with the return and refund.

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 04/04/2024



      Complaint: ********



      Zline has agreed to pick
      up the SRG30 for a refund of $2096.96. To this point I have not been contacted
      by their pickup service. Once the range is picked up and I receive my refund I
      will inform Better Business Bureau. 

      Sincerely,



      **** ********

      Business Response

      Date: 04/05/2024

      Hello,

       

      We have provided the customer with the following information:

       

      Ryder will contact you at ************ to schedule the appointment to pick up the range from *** ******** ******, Brooklyn, NY 11226; your return reference # is *******.
      Ryder’s drivers will bring all the necessary return shipping documents to the pickup appointment and any applicable shipping materials.
      Please be advised of the following:
      If your phone # is a cell phone, Ryder Final Mile will initiate contact with you via text message; if your contact # is a landline, Ryder Final Mile will call you.
      If Ryder is unable to connect with you through your provided phone #, they will attempt communication via your email address if one was provided. 
      The range must be disconnected from any and all gas and electrical connections before the scheduled appointment.
      The pickup must be initiated within fourteen (14) business days from the date of this email.
      If you experience any issues with the freight carrier, please contact our Freight & Returns Department at ************.
      Once we receive the notification that the SGR30 is at the destination terminal, we will immediately initiate the refund process.

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 04/08/2024



      Complaint: ********



      In ZLine’s
      communication through the BBB, ZLine indicated that the pickup process would
      take 1-2 weeks and the refund 2-4 weeks. On March 29, 10 days ago, I confirmed through
      email that the refund for the SRG30 would be $2069.96, as I had done before.
      ZLine, as I interpreted it, was attempting to make this agreement cover all claims. I made it clear
      it did not.
       ZLine then sent out two email, the first one is detailed above and the second, along with other information, extended the pickup/return process out to 8
      weeks.
      To date I have not
      been contacted by their pickup service. Once the range is picked up and I
      receive my refund I will inform Better Business Bureau. 

      Sincerely,



      **** ********

      Business Response

      Date: 04/10/2024

      Hello,

       

      We have provided the customer with the following pickup information:

       

      We are submitting the ZLINE 30" Freestanding Gas Range in Stainless Steel (SGR30) return with Ryder Final Mile. Ryder will contact you at ###-###-#### to schedule the appointment to pick up the range from *** ******** ******, Brooklyn, NY 11226; your return reference # is *******.
      Ryder’s drivers will bring all the necessary return shipping documents to the pickup appointment and any applicable shipping materials.
      Please be advised of the following:
      If your phone # is a cell phone, Ryder Final Mile will initiate contact with you via text message; if your contact # is a landline, Ryder Final Mile will call you.
      If Ryder is unable to connect with you through your provided phone #, they will attempt communication via your email address if one was provided. 
      The range must be disconnected from any and all gas and electrical connections before the scheduled appointment.
      The pickup must be initiated within fourteen (14) business days from the date of this email.
      If you experience any issues with the freight carrier, please contact our Freight & Returns Department at ###-###-####.
      Once we receive the notification that the SGR30 is at the destination terminal, we will immediately initiate the refund process.

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 04/13/2024



      Complaint: ********



      I received an email from Ryder Ever Better, ZLine’s service
      that will pick up the SGR30. Thank you Zline!  The email directed me to select a date for
      pick up, however a page came up which indicated that my pickup is on “Hold.”
      When hovering over the exclamation mark, it read “Order is in Hold status”. This
      is probably an oversite on their part. Their email address is “no-reply” so I
      cannot respond. I would appreciate you looking into this. I’m so excited at
      this progress, thank you for following through.  

      Sincerely,



      **** ********

      Business Response

      Date: 04/17/2024

      Hello,

       

      Thank you for the update- we have passed this information to the freight team to see why the tracking is reflecting this information. Our shipping manager is conferring with our Ryder account manager, and we will provide any relevant updates to the customer as soon as possible.

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 04/20/2024



      Complaint: ********



      ZLine’s pick up
      service picked up the SGR30 range at approximately 1:30 today, Saturday,
      April  20. Thank you ZLine. I will inform
      ZLine and BBB when I receive the refund. 

      Sincerely,



      **** ********

      Business Response

      Date: 04/22/2024

      Hello,

      Thank you for the update. Your case has been submitted over to our accounting department to process the refund. 

      Thank you, 

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 04/28/2024



      Complaint: ********


      Thank you for the reply. I will inform ZLine and the BBB when I receive the refund. 

      Sincerely,



      **** ********
    • Initial Complaint

      Date:02/13/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Sold us a defective range/oven that stopped working after a few weeks. We have been trying to reach them but they cannot be reached via phone. They take weeks to respond to our emails and we need answers or a full refund immediately.

      Business Response

      Date: 02/21/2024

      Hello,

       

      We apologize for the delay the customer has experienced and regret the inconvenienced caused by this issue. Our system indicates that the customer is outside of warranty at this time (purchase date in 2021) and is thus ineligible for a return and refund, however, we are in the process of facilitating a courtesy service request and complimentary parts outside of the standard warranty coverage. We will continue to work with the customer to resolve this issue. 

       

      Thank you,

      ZLINE Kitchen and Bath

    • Initial Complaint

      Date:02/13/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Zline oven/stove in 2020. On 1/19/2023, I received a recall notice, warning we should not use the oven. Parts were shipped for a replacement on 1/30. When parts arrived, they were wrong, so had to ship back & wait for correct parts. We were unable to use the oven until 3/19/23 when a technician came and installed parts. In early November, there was another recall, again. We were warned not to use the oven until technician can confirm it was safe. Technician arrived 12/17/23 and checked oven, confirmed we can use it. Again, we were unable to use the oven this entire time until technician can come to look. One week after the technician poked around the oven, it completely broke. I called zline a few times, one time waiting 40 minutes on the phone, until I pressed 1 for someone to call me back, and noone did. I sent an email, saying I called a few times, and I waited and I need help because the oven isn't working at all now. We are a family of 5 and not having an oven is really hard. Someone finally called me back and stated, we will send you another oven, that was early to mid January. I just called again today, 2/13/23 because I emailed them twice asking for delivery info on the new oven, and noone got back to me. The girl on the phone said she had to wait for her delivery team to call her back. There delivery service RYDER, does not have the oven yet ( I called them). Noone has any information right now. I told her, we have not had an oven since December...this is almost 2 months without an oven and it's getting expensive because there is only so much I can cook on a stove top. I have to order cake for a birthday party and buy cupcakes for school parties. At this point, it's costing me a lot of money. I would prefer my money back at this point.

      Business Response

      Date: 02/21/2024

      Hello,

       

      We apologize for the inconvenience the customer has experienced. Due to the volume of recall related requests, the estimate for processing this exchange was 6-8 weeks. Our shipping team advised the exchange was meant to occur on 2/19, and we are having one of our customer experience supervisors reach out to the customer to confirm if this did indeed take place. We will be able to discuss alternate options during the call if they are still waiting for a new unit. 

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 02/21/2024

       
      Complaint: 21288059

      I am rejecting this response because I am still without an oven since the end of December.  I understand you have a lot of calls; however, we spent a lot of money on the oven, and we are a big family.  Not having an oven is taking a toll on us financially.   I am sorry you have a large volume of calls, but that does not help the fact that we paid thousands of dollars for an oven that had multiple recalls and then broke completely.

      Business Response

      Date: 02/27/2024

      Hello,

       

      We understand the customer's frustration and regret the inconvenience they have experienced. At this time, we have been in contact with them to facilitate a return for a refund as they advised the new unit unfortunately arrived with shipping damages. 

       

      Thank you,

      ZLINE Kitchen and Bath

    • Initial Complaint

      Date:02/02/2024

      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.
      This product was purchased on March 25, 2021.
      It came with a microwave drawer, a kitchen range and a vent hood. On September 27th 2023 a recall was made for the product due to it having issues with carbon monoxide emissions, which had occurred at our house a couple times that the carbon monoxide levels were rising and the alarm would go off so we decided to make a claim and Zline offered to give a free replacement of both oven and microwave. Since then it has been less than two months and the microwave has stopped working as well as another notice for recall for the oven emitting carbon monoxide once again.

      Business Response

      Date: 01/23/2024

      Hello,

       

      As the customer did not purchase this item from therangehoodstore.com, we will advise them to work with ZLINE for further handling of this complaint. 

       

      Thank you,

      The Range Hood Store

      Business Response

      Date: 02/08/2024

      Hello,

       

      We understand the frustration the customer has experienced and apologize for the inconvenience. We sent an email with the refund offers for the range and microwave on 1/23/24 and have not yet received a response, as shown in the attachment to this response. We will re-send the email to the customer's address on file, *********************, and kindly request that she responds to this email to proceed with this solution.

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 02/08/2024



      Complaint: ********



      I am rejecting this response because:

      This is the second time I would be sent a different range. only having it two months, another recall notice for carbon monoxide has been sent to me. The refund offered is half of what I payed. I want a full refund. 

      Sincerely,



      *** ****

      Business Response

      Date: 02/16/2024

      Hello,

       

      We understand the customer's frustration, however, we would like to clarify that the refund for the range would be a pro-rated refund of 85% of the purchase price under the current recall guidelines, and the microwave drawer can be returned for a 50% refund as it is outside of warranty. Alternatively, we are more than happy to proceed with an exchange.

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 02/18/2024



      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’d like an exchange.



      Sincerely,



      *** ****

    • Initial Complaint

      Date:02/01/2024

      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 gas range for our kitchen remodel in Dec. 2021 that subsequently ended up having several recalls for risk of carbon monoxide. We have not been able to use the oven for the majority of the time we have owned this unit. After an attempt by ZLine to resolve the issue by repair, they offered refund or replacement. After requesting refund, they pushed for replacement. They delivered a replacement Jan. 25th that is unusable- it is larger than the one we purchased, and our counter cut out cannot modified to fit the new unit. ZLine is refusing to take the new unit back or provide refund. This is an issue beyond our control, and only an issue because they sold us an unsafe product. Because they took our old, unsafe unit when they delivered the new, we now dont have an oven/cooktop, and just have a new oversized unit sitting in the middle of my kitchen.

      Business Response

      Date: 02/08/2024

      Hello,

       

      We regret the inconvenience the customer has experienced and apologize for the issues with their range. Our customer experience has since been in contact with the customer to discuss options for an exchange or refund. We will continue to work with them until a satisfactory resolution is agreed upon. 

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 02/20/2024

       
      Complaint: 21235140

      I am rejecting this response because:

      Apologies for my lack of response on this case; it is still open and awaiting resolution. I have a verbal agreement, as well as an email from the company. If they follow through on the promise, that should resolve the issue. However, there has been no action since that conversation last week. I hope to hear more from them in the coming week - scheduling the pick up of the unit as well as issuing refund to me. 


      Sincerely,

      *************************

      Business Response

      Date: 02/28/2024

      Hello,

       

      We apologize for the delay in processing the pickup for this customer. As of 2/23, our returns department provided the information below to the customer:

       

      We have submitted the ZLINE 36" **************** Range in Stainless Steel (SGR36) return with Pilot Freight, who will be contacting you at ************ to schedule the appointment to pickup the range from *******************************************************************

      The Pilot drivers will bring all necessary paperwork to the pickup appointment as well as any applicable shipping materials.

      If you do not hear from the carrier within 24 - 48 hours, please contact Pilot Freight at phone #: **************; you will need to reference your return tracking # which is 378805610.

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 02/28/2024

       
      Complaint: 21235140

      I am rejecting this response because:

      Still waiting for resolution; we have not had a response from carrier yet, and therefore still have the unit/have not been refunded  


      Sincerely,

      *************************

      Business Response

      Date: 03/05/2024

      Hello,

       

      The customer has advised the unit has now been picked up, and the refund request has been sent to our accounting department for processing and issuance.

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 03/05/2024

       
      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 - assuming that the refund check is actually issued and received soon. 

      Sincerely,

      *************************
    • Initial Complaint

      Date:01/29/2024

      Type:Product Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a ZLine gas range on September 27, 2021. In December of 2022 we received a Safety Recall Notice instructing us to stop using the oven due to Carbon Monoxide issues. We had the oven serviced per the recall instructions; however it was March of 2023 before they arrived to complete the repairs. We received another Recall Notice dated November 21, ******************************************************************************************************************* SERIOUS INJURY DUE TO CARBON MONOXIDE POISONING. We have not been able to use the oven since then.Because of these serious safety issues with this appliance and concern for our personal health, this oven has seldom been used. This has been a major inconvenience, especially during the holidays. Originally we purchased the range, microwave and dishwasher together so that all appliances in our kitchen would aesthetically match. Later when the ZLine refrigerator became available, we purchased it as well so that all kitchen appliances would match. This will no longer be the case. The purchase price of the defective appliance was $2029.27 (not including tax or delivery). ZLine is currently offering a refund of $1724.88. We do not agree that a partial refund is acceptable and are asking for a full refund of our purchase price. We are not including any charges for the installation of the defective ZLine range or any additional replacement/installation costs of a new unit.Because the unit is unusable due to safety concerns and due to the costs associated with the original purchase (delivery and installation) and with the additional costs to be incurred during replacement (tax, delivery and installation), we feel a full refund of purchase price is definitely warranted.In closing, all we require is a refund of the full purchase price and to have the defective appliance removed in a timely manner.Re: ZLine Case Number ********

      Business Response

      Date: 02/01/2024

      Hello,

       

      We apologize for the inconvenience the customer has experienced thus far. We will reach out directly to discuss refund options, or alternatively, we are able to facilitate a free inspection to ensure the unit passes CO requirements and avoid a return or exchange altogether.

      The purpose of the most recent recall notice was to expand the options for resolution due to a fraction of a percent of ranges which had the **** certified repair completed incorrectly in the field, resulting in further issues. These options included registering for a free inspection, exchange of the same model or equivalent model, or returning the unit for a refund. 

      We are committed to working with the customer to provide a resolution.

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 02/01/2024

       
      Complaint: 21215920

      I am rejecting this response because:

      We are requesting a full refund of purchase price ($2029.27) which does not include any other associated costs of this appliance. Please see below our response to ZLINE so that all communication regarding this case is documented:

      Hello ZLINE, 
      We are not interested in either of the two options outlined in your most recent email.
      I (****) would not be comfortable using either the existing gas range or any other range from ZLINE because of my lack of confidence in the appliance. The suspected generation of ** in our home is very troubling and something both of us are very concerned about. 
      Please agree to refund our original purchase price of $2029.27. Again, this does not include any of the associated costs of this appliance. 
      ******* and *******************


      Sincerely,

      *************************

      Business Response

      Date: 02/08/2024

      Hello,

       

      We appreciate the customer's willingness to work with us to agree upon a satisfactory resolution. We have been in contact with them to facilitate a return for a refund in the requested amount of $2029.27.

       

      Thank you,

      ZLINE Kitchen and Bath

    • Initial Complaint

      Date:01/26/2024

      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.
      ZLINE 36" Gas Range, model RGSZ-WH-36-G. Range was purchased on 1/6/22. Due to a manufacture defect ZLINE offered to have the range picked up on 12/7/23 at no charge and provide a refund check in the full amount of the range $4,311.96. The pick-up was arranged by ZLINE and the pick-up occurred on 12/28/23. As of 1/26/24 I have not received a refund or any contact from the ZLINE returns/accounting department. The phone number for ZLINE states to contact them by email, however they have not responded to my email refund inquiries. All I want is my refund for this defective range.
    • Initial Complaint

      Date:01/24/2024

      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 stove/oven through ******* and got a ZLine based on information provided at the time that lead us to believe that it was a good product. We purchased late 2021 but did not get it installed until 2022. In the interim it was stored in a climate controlled garage in the delivery packaging and on the palette. We are a large family and cook frequently, and had few issues until December 2023, when suddenly we had major issues with the oven in particular. I attempted to call their customer service number and geld for 2 hours, then requested a callback when the automated system claimed I would not lose my place in line. After over 25 hours passed I submitted case ******** December 18th through their online portal. I received a call back "from the queue" December 20th and advised I had submitted online. I received a response 12/19 requesting numerous images and videos for them to assess and responded same day. I have now sent 3 additional emails desperate to get a response and have not heard anything back. We have been severely limited due to not having a functional oven, and we need help! Something like this should work for many, many years, not break after a year or two of purchase.

      Business Response

      Date: 01/29/2024

      Hello,

       

      We apologize for any frustration the delay has caused the customer. Unfortunately, our response times have been impacted by the volume of inquiries we are currently receiving, resulting in delays for our customers. We are happy to report that our team has been in touch with the customer to obtain the information needed to submit a warranty service request. Parts will be sent free of charge and a service provider will be located for the customer. Once a provider is located, they will contact the customer to schedule an appointment. 

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 01/29/2024

       
      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 assuming the agreement is followed through to completion.

      Sincerely,

      *********************
    • Initial Complaint

      Date:01/17/2024

      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 bought a zline thirty-six inch range from *********** Zline put out that there was a defect in the range causing it to leak carbon monoxide. After the patch kit was put in place, they said that it was still not fixed. They offered a replacement range. Two months later, I still do not have my replacement range and I cannot cook for my family. I made many phone calls in which I was placed on hold 4 plus hours only to be disconnected when I was got down to first in the queue. Their email answer was deceptive and said that my range was on its way and would be there in 5 to 7 days when it never showed up. I email again and they said they we're sorry it's about to be shipped. I emailed back about this and they have not responded to me.

      Business Response

      Date: 01/25/2024

      Hello,

       

      We understand the frustration the customer has experienced and we apologize for the additional delays to the original ETA of 3 to 5 weeks. Unfortunately, we experienced factors including inclement weather and increased request volume that led to additional delays in this shipment leaving our warehouse. It is currently in transit, and can be tracked at the link below, which we have provided to the customer via email:

       

      *********************************************************************************&type=track

       

      Thank you,

      ZLINE Kitchen and Bath

      Customer Answer

      Date: 01/25/2024

       
      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,

      **************************************

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