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:08/10/2023

  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.

  Purchased 24” hybrid gas electric stove 8/24 from Home Depot.
  
  Zline has admitted they sent me an outdated manual with misinformation about the electrical supply needed for the stove. So my electrician installed the incorrect receptacle because of Zlines admitted failure. Their resolution was $100 (10%) of the amount I spent. I don’t think their blanketed 10% is a fair way to handle this issue. After I refused and showed them the quote for my electrician to come back and run new wires (otherwise I’d have to tear the cabinets out) they said this was all they could do and repeated it three times by email until finally they said we will pick up and send you a refund. My entire construction project and ability to have my space ready for rental has been botched because of this. I want to keep the stove because it’s the easiest solution at this point because of freight and delivery in rural MT. So that resolution is even worse!
  
  If they want to offer a middle ground resolution I am open.

  

  Business Response

  Date: 08/11/2023

  Hello,

   

  We apologize for the confusion the customer has experienced. The copy of the manual she has (see attachment) is not incorrect, but is written in electrical shorthand which is common electrical knowledge and should be interpreted by an electrical professional. The manual states the unit requires 120/240 VAC, which is 120 volts per line for a total of 240 volts. "Per line" refers to the two hot wires in the required NEMA 14-50 plug/receptacle. There are two hot wires, one ground, and one neutral wire included for a total of four wires/prongs- please see the attached diagram. The NEMA 14-50 receptacle requirement is listed at the bottom of the manual photo provided by the customer. As a 3-wire receptacle was installed in the customer's home rather than the required NEMA 14-50 (4-wire) receptacle, this goes directly against the manual in the customer's possession and is an installation error regardless of the voltage to the receptacle. We have since updated our manuals to reduce cases of misinterpretation regarding the voltage, but the requirements remain the same. We can offer the customer the previously discussed options of either a $100 credit or a return and refund of their product. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 08/14/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because all I have asked for is a resolution that is fair based on these circumstances. Sending the stove back makes everything even more difficult. $100 does not cover the costs to solve the error they admitted to. Can you please reconsider? I even offered a solution of store credit so that I can use Zline and have my appliances match as I have told them. Attached is the $750 quote from my electrician to do the work so i can use the stove. I am so disappointed with this purchase and the way they have handled this.
  
  
  
  Sincerely,
  
  
  
  ********* *******

  

  Business Response

  Date: 08/15/2023

  Hello,

   

  As we explained in our previous response that this issue is due to installation error and not incorrect manual information or manufacturer defect, we are unable to offer additional compensation or resolutions other than the two previously presented- a return or a $100 courtesy credit.

   

  Thank you,

  ZLINE Kitchen and Bath

   

  Customer Answer

  Date: 08/15/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because ZLINE refuses to make a fair compromise as you can see. I no longer want to repeat myself and I see this is their tactic to act helpful and back pedal from what they originally told me. Trying to wear me out. I thought maybe BBB would be helpful. I see now that it’s a loss on my end as the consumer while the big company gets the win. Maybe not tho because small claims is still an option. I’ll keep sending letters to zline tho and maybe they will realize that they messed this up, admitted to it and then tried to cover their tracks and lie and not satisfy the customer.
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:08/07/2023

  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.

  Less than 2 years ago we purchased a 36" Zline Gas Range. December 2022 there was a recall due to carbon monoxide emissions. Approx February 2023 Zline sent parts to our home and would have a third party fix issue. That was completed several weeks after parts arrived. Ending of May 2023 myself and other family members began feeling symptoms ( we didn't know why) burning eyes among other symptoms. On June 21, 2023 I called my local gas & electric **** They tested the stove/ oven and immediately disconnected my range due to high levels of carbon monoxide emissions. We called Zline ** immediately, approx one week later they sent a third party to check range. The oven technician spoke with Zline ** on the phone and explained the parts that were changed earlier in the year ( by another tech) were installed properly. They asked him to check if there was infact carbon monoxide emissions, he explained he didn't have a carbon monoxide reader so another week goes by and they sent a second tech. He found emissions explained that to Zline and Zline decided to send a third stove technician. I called July 17th very upset, person I spoke with ( supervisor)told me we'd have a new range within a week. It's August 6th we haven't received anything or no calls .At this point I'd like a refund on my stove ( I don't recall the exact amount we spent it was over $2,000. dollars and would like to purchase elsewhere. I'd be happy with half of what we paid ( as a refund ) Also would like them to reimburse us for so many weeks without a stove and needing to purchase other mini appliances to cook. Case number ******** Under *************************** and ***********************************

  

  Business Response

  Date: 08/07/2023

  Hello,

   

  We apologize for the issues the customer has experienced and we are actively working to provide a resolution. The replacement range is currently in transit as of 7/28 and we have relayed this information to the customer on case number ********. We are unable to control the shipping speed once the unit leaves our facility. If the customer is no longer interested in receiving the replacement, they will need to refuse the shipment and request a refund through the original retailer. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20431882
  
  I am rejecting this response because:

  I would like a full refund with taxes included. I have spoken with ****** *************************** (appliance ****** Although Zline contacted me with the ***** PO #) ************** from ****** requires this info come directly to them from Zline Co. Please contact them with the following informatiom as soon as possible as I have been without a Stove/ oven since June 21st. They need the following .  RA #*********  model#RG36. Serial#************** this is my case #******** this ****** is located  in ******, ********** store#**** . I'd greatly appreciate if this can be done ASAP. 

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

  

  Business Response

  Date: 08/11/2023

  Hello,

   

  We have reached out directly to the ****** RTV team in order to provide them with the return authorization and necessary information to process this return and refund. We expect they will be reaching out to the customer shortly.

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:07/28/2023

  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.

  Purchased Hood vent for stove November 2022 from Best Buy . Item came in and installed and lights worked for 2-weeks and slowly stopped working and the vents above the stove fell apart and will barely come out. Screws fell out and fell apart. *** contacted them numerous times and was sent a lighting led kit that was originally suppose to come with the vent and horrible video to replace them that shows nothing and leaves out the part of disassembling the entire vent.Theyre claiming Parts only warranty. I just want this replaced with correct model and installed or refund. Its never been fully operational since we received it and feel Ive been delivered a product with different parts.

  

  Business Response

  Date: 08/02/2023

  Hello,

   

  We apologize for the issues the customer has experienced and have been actively assisting with replacement parts under warranty. The *** warranty for range hoods does not include service. We will need more information from the customer in order to discuss any alternate resolutions, and have reached out to them on their original case number 00466242. If we are to proceed with an exchange, installation and removal will be the responsibility of the customer under the terms of our warranty and due to the fact that the unit is functioning for ventilation purposes and without aesthetic issues. If they prefer to return the unit for a refund, they will need to reach out to the original retailer to facilitate this. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20392450
  
  I am rejecting this response because: Product was shipped from manufacturer with incorrect parts. Consistently ask for Make/Model with pictures. Which have been sent on 4 different occasions for the same issues. I understand a parts warranty but I paid for certain parts that were obviously not apart of the product I purchased. I want the product I purchased with correct parts.
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 08/07/2023

  Hello,

   

  We have received an email from the customer on case number ******** indicating that they would like to proceed with an exchange. We will continue to assist them on this open case. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:06/05/2023

  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 36 inch Z Line range from Lowes in August of 2020 along with several other appliances. We chose this range because it was listed as "Commercial" and appeared to be high quality. We paid almost $3000. When the range eventually arrived we brought it home and unboxed it to find bent up sheet metal and legs. We chose to live with our disappointment since it would have taken so long to get another range due to pandemic delays at that time. Over the next 15 or so months we found the oven to work poorly and give off a nasty smell. We were also experiencing dizziness and headaches when working in the kitchen if the oven was on. In February of this year I looked into the warranty on this unit and discovered the recall. We were never informed!!!! As soon as we stopped using our range our headaches and dizziness stopped. When we contacted Z Line they said it wasn't their responsibility to contact us about the recall. They said all they were responsible for was sending new parts and then sending a repairperson. ***** later and losing several days' pay due to being stood up by repairmen, we finally had the recall done. Big surprise- the oven gives off a bad odor and we are made dizzy if we run it. This range is an overpriced, deceitfully advertised, piece of garbage that has cost my family money, time, and our health. We want our money back at the very least.

  

  Business Response

  Date: 06/06/2023

  Hello,

   

  We apologize for the issues the customer has experienced. Our efforts to announce the recall included notifications via email, phone, and mailers as well as our CPSC online announcement, announcements on all social media channels and zlinekitchen.com, and local news networks that shared the story. Unfortunately, some orders in our system only have vendor info on file (ship to store orders or forwarded orders) so it was up to those channels to pass the announcement to customers on our behalf since we did not have their contact info to reach out.

   

  We will reach out to the customer directly to facilitate a return for a refund per their request. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:05/22/2023

  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.

  The ********* working on my kitchen purchased a Zline hood at Lowes to go with my new Zline range. Within six months both LED lights had quit working. **** made so much noise it roared when turned on. I paid the ********* to remove the $799.95 plus tax Zilne hood, and replace it with a Whirlpool hood, that I purchased at the local Lowes. Both Lowes and Zline refuse to accept the defective product and issue a credit. As good carpenters/contractors are kept busy it took more than twelve months for the defective Zline hood to be installed, break then removed and replaced with the Whirlpool hood. I wrote ***** one month ago and have yet to receive a reply.I am also out the cost of the labor to have my ********* do all of this work. I am also disappointed in how Lowes does not give good customer service to a contractor that shops at their store.

  

  Business Response

  Date: 05/23/2023

  Hello,

   

  We apologize for the issue the customer has experienced with their range hood. Unfortunately, we have no record of the customer reaching out to us at any point for warranty assistance for the light or sound issues. The range hoods include a warranty that covers parts and we are always available to assist in troubleshooting. Loud motor noises can be attributed to many variables, and as the customer did not give us the chance to assist with troubleshooting, we have no way of knowing if the issue was caused by defect, if a simple adjustment would have resolved the issue, or if it was caused by installation error. ZLINE cannot refund the customer directly at this time as the item was purchased through ******, and we cannot issue refunds on their behalf. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20092266
  
  I am rejecting this response because:

  I phoned Zline customer service and let them know I found the hood fan too loud. The woman  suggested that I make a video recording with sound and send it in.  Unfortunately this senior citizen isn't that technically skilled.

  As both LED lights burnt out it became a hazard to use the cooktop.

  I am requesting that Zline do the honorable thing for this disabled vet and issue a authorization to return the range hood.
  
  Sincerely,
  
  **************

  

  Business Response

  Date: 05/24/2023

  Hello,

   

  We are happy to issue return authorization to ******, however, they will ultimately need to be the ones to facilitate the return and refund as we did not take the customer's initial payment. We suggest the customer reach out to ****** to have them contact us for return authorization. 

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/28/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable. However after going back to ***** and spending two hours trying to get a resolution all they would offer was a credit on a Lowes gift card. I don't understand why they say they are unable to credit the bank card on which the range hood was purchased. Also I am still out expense of having the hood installed and then removed. I have yet to receive a response to the letter I sent to the Lowes main office over a month ago.

  I plan on contacting the ********************************************* to see if they can be of assistance.
  
  Sincerely,
  
  **************

• Initial Complaint

  Date:05/22/2023

  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're not the only ones going thru this... Zline has issued a recall on our oven and sent repair parts, however will not fix our oven. It's been over 4 months and we cannot get return calls, emails, or our oven fixed. I would like to just get a replacement oven at this point, but can't get anyone to help with anything at all. We've been without an over since before THANKSGIVING 2022 (been calling the company PRIOR to the recall with issues of our oven smelling like gas and they didn't take care of it back then either.

  

  Business Response

  Date: 05/23/2023

  Hello,
  
  We apologize for the issues the customer has been experiencing and have been attempting to contact them to resolve the issue. On 3/21, the service provider advised ZLINE that when they called the number listed on the submission, ************, the call was answered but immediately hung up. We provided the service provider with the email address ******************** as listed on the recall submission and confirmed the phone number on file. We have no other cases or emails from the customer in our system or records that they have contacted ** at ************. At this time, we can offer the customer either a replacement item or a refund with proof of purchase. Please advise.
  
  Thank you,
  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/25/2023

   
  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,
  
  Sage ******

• Initial Complaint

  Date:05/12/2023

  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.

  Hi,We bought equipment from zline and installed it but it stopped working and went dead.We are trying to call customer support team of z-line to resolve this issue but they are not helpful.We wanted to have replacement of unit.We have opened case # ******** with zline for Dead unit.Thanks!

  

  Business Response

  Date: 05/12/2023

  Hello,

   

  We apologize for the issue the customer is experiencing, and we have been actively attempting to assist the customer since 4/24/23. As of May 3rd we asked the customer to provide a photo of the serial number sticker in order to proceed with an exchange. We have also requested other photos/videos which the customer has not provided. We need more information in order to assist, and ask that the customer respond to our last email on their case 00507943 to proceed.

   

  Thank you,

  ZLINE Kitchen and Bath

   

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20050606
  
  I am rejecting this response because they are asking irrelevant information. 
  
  Sincerely,
  
  ********************

  

  Business Response

  Date: 05/17/2023

  Hello,

   

  We are asking for information that is relevant to the processes of our returns department in order to process an exchange. We will continue to assist the customer on their original case number 00507943.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/17/2023

   
  Complaint: 20050606
  
  I am rejecting this response because:

   

  already send all that i have, hood is boxed and ready to be picked up by mfg, seeking replacement asap

  i spent more money that what hood worth to have it fix but no luck

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

  

  Business Response

  Date: 05/26/2023

  Hello,

   

  At this time, we are awaiting information from the original vendor (******) in order to proceed with an exchange. Please standby.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 20050606
  
  I am rejecting this response because: neither received replacement, nor shipping label.

   

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

  

  Business Response

  Date: 06/06/2023

  Hello,

   

  We have requested the exchange with our returns department, and they will be reaching out to the customer directly with further instructions.

   

  Thank you,

  ZLINE Kitchen and Bath

  Customer Answer

  Date: 06/13/2023

   
  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:05/08/2023

  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.

  My experience with ZLine and their customer service has been absolutely appalling. We purchased a ZLine 36 inch range back in 2019, and all seemed well until there was a recall issued for that range. Since then, they shipped ** a new range, which has been smelling like burning plastic ever since Day 1 of receiving it, even with all the proper burn-in techniques and many rounds of cleaning. My wife and I have since developed severe ongoing headaches, and we have stopped using the range just out of an abundance of caution. We have been asking for months for ZLine to send someone out to diagnose the issue. They have refused, claiming we are past our warranty even though it's a brand new range that they sent to ** because the previous one was recalled. We are beyond livid having spent thousands of dollars on this range and can't even cook a meal for our family, nevermind our health being severely compromised.

  

  Business Response

  Date: 05/08/2023

  Hello,

   

  We apologize for the issue the customer has experienced and will assist. We do need to make it clear that the unit RA36 dual fuel range purchased by the customer is not under recall and has never been recalled at any point in time. It was replaced outside of warranty due to an issue our team identified that did not have a certified repair at the time (Oct. 2022), which we do have a solution to now. Warranties are generally non-transferrable to new owners or replacement products, and the customer was out of warranty by three years at the time the unit was replaced. However, we can submit the unit for diagnosis as a courtesy. We will reach out to the customer to facilitate this. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:05/05/2023

  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 a notification concerning a recall on the Zline gas range. I called into ************************* sent the replacement part in February. HERE it is May 5th & no repair has been completed. We have had the range for just over 1yr. I just made a call to see when will they send someone out to repair & he tells me it may take another 2 weeks to set something up .VERY frustrating that we cant use the Oven due to the recall on ZLINE end. Shame on you ZLINE

  

  Business Response

  Date: 05/08/2023

  Hello,

   

  We apologize for the issues the customer has experienced and for the delay in service. We will be able to offer an exchange as requested. We will reach out to the customer directly to obtain the necessary information to proceed. 

   

  Thank you,

  ZLINE Kitchen and Bath

• Initial Complaint

  Date:04/27/2023

  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.

  In December we received notice from Zline that our 36 inch stove/oven had been recalled and we were to cease using it immediately. At that time, my wife and I had been ill will respiratory issues of various types in the 3-4 months leading up to December. Don't know if it's related, but it could be. We received notice that we'd be getting a recall kit in the mail and that Zline would arrange to have the kit installed at no cost. Several weeks went by after that, and we had no communication from Zline. I finally reached out to them, around March, and was informed they could not find a tech, I was welcome to find my own. So I did. On March 28th the tech showed up to install but the replacement parts were not all there....the orphice had not been sent. So, called zline, they sent one the next week. It was installed on 4/5. When we tested the oven, it never got above 300 degrees, after several minutes. I took pics of various parts of the stove at Zline's request. With a day or so, they notified me that they were going to replace the entire oven, someone would be contacting me. The reason for the exchange was due to "faulty hinges." On 4/20 I received a call from a shipping company that they were coming to pick up the old stove. Based on my previous communications form Zline, we were led to believe that we would have the new stove delivered when they picked up the old one. On 4/21 the old stove was picked up, but no new stove. So I called Zline to complain that now we have been left without ANYTHING to cook with. Can't even boil water now. I was told by the person I talked to that our "new" oven was currently in their repair department being converted to liquid propane and also having the recall kit installed. Today is 4/27 and we still have no oven, or communication from Zline. This has gone beyond ridiculous. There should be a class action lawsuit against this company. We've missed several opportunities to host family events, and I am even concerned about our health.

  

  Business Response

  Date: 05/01/2023

  Hello,

   

  We apologize for the issues the customer has experienced and have done our best to this point to ameliorate the situation. We sent the customer return pickup instructions by email on 4/18:

   

  "Hello, *****:
  
  We have submitted the ZLINE Freestanding Range in *************** ***** (RG36) return with Pilot Freight. The carrier will be contacting you at ************** to schedule the pick-up appointment.
  The Pilot driver(s) will bring the return shipping documents to the pickup appointment. We have attached these documents to have for your records, so you will not need to print them out or attach them to the product. The original unit can be returned using the replacements box and packaging materials.
  Once youre ready to schedule a pickup appointment, please call Pilot Freight terminals direct phone #: ************. You will need to reference your return tracking # which is 378036519.
  Please note: The original unit must be disconnected from any and all gas and electrical connections before the scheduled pick-up appointment.
  An email notification containing the tracking information will automatically be sent to ***************** when the replacement RG36 ships out.
  Also, you may keep any of the following loose components off the original unit: the cast iron grates, the burner spreads, the burner caps, and the ovens gliding racks.
  Please let us know if you have any questions or concerns."
  
  We informed the customer that they would be able to schedule the pickup of the unit at their convenience once they were ready, and use the replacement unit's box and packaging to return their current unit. These pickups are scheduled by the customer and not **********************, and while we understand the customer is without a way to cook at this time, unfortunately they scheduled the pickup before receiving confirmation of delivery of the new unit. The new shipment is due to arrive tomorrow, 5/2, with ***** tracking number 397626805034:

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  The carrier will call the customer to schedule a delivery appointment beforehand and give them date and time options for delivery.

  Thank you,

  ZLINE Kitchen and Bath