Complaints

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:05/13/2024

  Type:Delivery 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 paid expedited shipping for a product and the product did not arrive within the advertised timeframe.
  
  Upon reaching out and requesting a refund for only the shipping paid, I was told that the product arrived “sufficiently” within the advertised timeframe and my issue promptly dismissed.

  Business Response

  Date: 05/15/2024

  To Whom it May Concern, 

  We received notification via email of a complaint filed by Mr. ****** *****. 

  We were sorry to note that Mr. ***** was unhappy with the delivery of his order and contacted the Better Business Bureau. 

  Mr. ***** placed an order Tuesday, May 7th at 8:15pm on zippo.com.   The order shipped Wednesday, May 8th via UPS 2nd Day Air to the address Mr. ***** supplied on the order.  
  We received an inquiry from Mr. ***** on May 11th checking the status of the order, and replied to him on May 13th advising we tracked the package and according to the UPS tracking the order was scheduled to be delivered on May 13th. Mr. ***** replied later expressing his disappointment advising, "I find that disappointing and lacking in customer service so I will be sure to share my experience as appropriate.  I will have to take my business elsewhere and hope you consider following better business practices in the future."  Before being able to respond to Mr. *****'s reply, we received the email of the complaint from the Better Business Bureau, which we are responding to instead of replying via email to Mr. *****. 

  We ask that Mr. ***** please view the attached tracking information provided by UPS on the delivery of the package.  It states that the street number he provided on the order was incorrect and delivery may be delayed.  

  Since the package was shipped according to the shipping guidelines stated on zippo.com, and the delay was due to an error with the street address, no further handling is required.  

  We trust once Mr. ***** views the tracking details it will resolve his complaint. 

  We thank Mr. ***** for his order on zippo.com and were sorry to hear the package did not arrive in time.  

  Kind regards, 
  Tammy B*****

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

   

• Initial Complaint

  Date:04/18/2023

  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.

  The product was a gift and is now in a dangerous condition leaking gas and created a ball of flame.
  I have contacted the service department half a dozen times with no reply from Zippo.
  All I am looking for is a reply and service to repair.

  Business Response

  Date: 04/19/2023

  To Whom it May Concern, 

  We are sorry to hear Mr. ****** reached out to the better business bureau regarding his inquiries.  Upon researching, we see that we had left messages to each of Mr. ******' inquiries requesting a call back as we needed more information from him.  He sent an email 1/7/23, 1/19/23, 3/20/23 & 4/15/23.  We left messages for him 1/8/23, 1/20/23, 3/2/23, 3/13/23, 3/23/23 and 4/16/23.  We are reaching out to Mr. ****** again today by email and telephone.  

  We hope to hear from him soon so that we can resolve his inquiry. 

  Kind regards, 

  Tammy | Zippo Manufacturing Company and WR Case & Sons Cutlery Company * ******* * ******** ********** ****** ****** *** **** ****** * ** ******* ******* ********* ************ ****** ** ************ * ** ************ ** *****************
  
  *************** ******* **** ********** **** ************ ** ******** *** *** *** ** *** ********** ** ****** ** ***** ** ** ********* *** *** ******* ************ ************ ** *** *** *** *** ******** ********** *** *** ****** ******** **** *** *********** ******** ************* ** *** ****** ** *** ****** ** ******** ** *** ******** ** **** *********** ** ******** *********** ** *** **** ******** **** ************ ** ***** ****** ****** *** ****** *********** ** ****** *** ****** *** ******** ******** ***** *** *** **** ************

• Initial Complaint

  Date:02/28/2023

  Type:Delivery 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 February 9,2023 I made a order on Zippo.com for some items 2 Zippo lighters and some accessories that I never received Zippo took $90.57 out of my account for a order that I have not received I have called and emailed Zippo.com many times and haven't heard anything from Zippo.com. I would like the BBB to step in and please help me with this matter I really appreciate someone from the BBB to stop companies like the Zippo.com stealing money from people like me.

  Business Response

  Date: 03/07/2023

  To Whom it May Concern,

  Thank you for your email regarding a complaint filed by Mr. *****.

  We were sorry to learn that Mr. ***** was unhappy and contacted the Better Business Bureau. 

  Mr. ***** placed an order February 8th through zippo.com.  Mr. ***** had sent several emails starting February 11th checking on the status of his order.  Since one of the items ordered was customized, the order shipped within the 4-5 business day processing on February 15th via UPS.     February 13th, Mr. ***** emailed advising that he wanted to cancel the order.  We immediately replied advising once an order is submitted (as stated on the website,) we are unable to make changes or cancel the order,  due to customized items processing immediately for proper production.   February 18th, Mr. ***** emailed three times advising, "You have no right to charge my credit card for a order that I never received you need to fix my account asap and if don't I will report you to the BBB for a unauthorized charge."  We tracked the package through UPS and provided Mr. ***** with the delivery information; the package was delivered to the the front desk and signed for by "********."   We received this response "First of all I didn't want the order and I found another place for the products that I liked that's don't take so long to ship Customers orders out and secondly I would like you to fix and refund me the $90 dollars that you unauthorized took out of my account why should I pay for  a order I don't have and don't want so I already filed against Zippo.com for charging my credit card without my permission I have already talk to my bank."  Since the order was shipped and delivered as promised, and Mr. ***** advising already disputing the charge with his bank, we recommended Mr. ***** check with the front desk for the package, as once a charge has been disputed, we are unable to replace or refund the order. 

  We trust the above will resolve Mr. *****' complaint. 

  Kind regards, 

  Tammy | ***** ************* ******* *** ** **** * **** ******* ******* * ******* * ******** ********** ****** ****** *** **** ****** * ** ******* ******* ********* ************ ****** ** ************ * ** ************ ** *****************
  
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• Initial Complaint

  Date:09/08/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Zippo/Case Knife is refusing to honor their warranty covering workmanship defects. I’ve contacted customer service several times and have provided several photos.

  Business Response

  Date: 09/13/2022

  To Whom it May Concern, 

  
  Thank you for your e-mail regarding a complaint filed by **. ******.  

  
  We were sorry to note that **. ****** was unhappy and contacted the Better Business Bureau. 

  
  **. ****** submitted a warranty request on September 4, 2022. Once a warranty request is submitted the request goes to our Repair technicians to evaluate. The request was immediately evaluated; unfortunately, the evaluation sent to **. ****** on September 6th was incorrect. Upon receiving **. ******** reply to the evaluation, we researched the issue with a repair technician, and it was determined the knife was covered under warranty. We tried to contact **. ****** on September 8th via telephone and left a message with his wife for him to contact us. 

  While trying to reach **. ****** directly for the resolution, he submitted this complaint.  We were able to get in touch with **. ****** directly, and the intended resolution was accepted.

  We consider this closed. 

  Kind regards, 
  Tammy
  Zippo Consumer Relations Manager 

  Customer Answer

  Date: 09/13/2022

  Writing this to inform the BBB that my complaint with WR Case/Zippo Mfg. has been settled mutually. I doubt they would have honored their warranty without the notification from you.
  Many thanks,
  ****** ******