ZLINE Kitchen and Bath — Local services in Reno

This has been a rough few months. First the temperature knob stem broke and it took almost 2 months to get a part but was told there is nobody even remotely close to MN to work on it. Dealing with the servicer coordinator was not good very unorganized and had multiple canceled appointments. The thermostat was off and not heating up to the right temp. Finally someone came to fix it but it turned out the thermostat was bad as well as the timer and the technician after messing with it just made it worse and made the oven unusable. After literally months since it first went down finally I get a call from an account manager Cheyenne Clark and she was super great and super helpful. I can only give 1 star because of my overall experience but I would give Cheyenne 5 stars for how great she was. Anyway I now needed a thermostat and timer and it was impossible to get ahold of anyone to order the parts for me. And after hours of searching the only place I could find that would sell those parts were on the Zline website but you cannot order them without being a servicer to them or something. So I reached back out to Cheyenne and said this might not be your department but can you help me I need parts but am no longer under warranty now. She was able to get the parts ordered for me the thermostat was $260 which I think is ridiculous. Then they said the timer is out of stock so we will send it when they get back in stock. I send several Emails saying hey we need our over fixed like now. No response for over a week. I call Cheyenne who reaches out to the parts department immediately and 2 days later somehow they magically find out of stock part and it should be here Wednesday. Before buying Zline make sure there is a servicer in your area. I am hoping my oven works after I replace these parts myself. But I am worried because I have seen many reviews about bad timers and thermostats. The first one didn’t last long and if it happens again it’s all out of pocket. If it wasn’t for Cheyenne nothing would have ever gotten resolved. *Update: although this took a long time to resolve zline in the end did everything they could to make things right with me I respect that they took full responsibility and were able to compensate me appropriately and help me to get my oven back up and going. As long as the product seems to be quality going forward and I don’t have any more issues I would consider buying...

Really disappointed in my experience with zline, so far. I bought a dishwasher that has stopped working after about 2 weeks. Getting a hold of customer service is like pulling teeth. You need to wait on hold for 10 minutes before you're allowed to leave a voicemail, then you need to wait a day before someone returns your call. I have had to do this several times, after each step of the process (confirming that it's not an installation problem, sending in a video of the error message, etc). I am certain that if I didn't continue to follow up, my time spent on hold adding up to hours by now, that I would never hear from anyone and would just have to live with this faulty dishwasher. I should have gotten a Bosch instead.

UPDATE: This saga continued until today, 3 months after the first review and 5 months after my initial contact with Zline. After tons of back and forth and recommendations for troubleshooting, they finally admitted they didn't know what the error message meant and that they would send me a replacement dishwasher. The first replacement was sent to the wrong address and subsequently lost by Fed Ex. The second replacement had some damage that made the installer uncomfortable so I arranged for another replacement. I had to package that one up and ship it back to Zline (they paid for shipping, at least). The third replacement came so incredibly damaged it looked like someone had taken a hammer to it (see photos). The interesting thing is that the box it was in was not damaged so someone actually packaged up the dishwasher in that shape and sent it to me. At that point, I began the process of arranging for a refund. A couple of weeks later and I finally have the green light to dispose of this defective dishwasher and get my refund from Lowe's. All of this has taken constant follow up and so much work on my part. Packing up, shipping and/or disposing of multiple dishwashers is not something I ever imagined spending this much time on.

The silver lining is that I ended up getting a Bosch. It arrived quickly, undamaged, and it's...

EDIT ADDED 11/16/23: after posting review and contacting Elite Appliance (retailer) I received a call from ZLine.

A tech was scheduled for the following week and replacement parts shipped out for the stove. A replacement faucet was also shipped. I will have to replace the faucet, but I am ok with that. Other folks may need to schedule a plumber.

I am satisfied with the resolution—stove tech still needs to come out—so raising the review to 3 stars.

With such a good product at the price point I am satisfied. I truly hope they improve their customer service.

ORIGINAL 11/2/23: At first we loved the 48” range and matching touch less kitchen faucet when we remodeled. They were a good mix of appearance, function, and price. That was 10 months ago.

Today I have had to submit multiple warranty claims: 1) large burner fails to light 2) touchless kitchen faucet will not work 3) the hot/cold indicators on the faucet have already rubbed off, and 4) large oven will not work due to what looks like a faulty timer switch.

The process started a couple of weeks ago and only have been able to exchange emails and each step asks for another piece of information: send video of this, picture of that, etc. so far no direction on a resolution.

I have called multiple times. Once I was asked to enter my number to be called back in the queue.

Two more times I waited on hold while the “position in queue” counted down to one.

When I was next I would get a recording that all agents were busy and to send a detailed email.

I had high hopes for the Zline products but the failures and what seems as a complete lack of customer service leaves me with little confidence in the brand and the company.

I wish I had known as I would have went with a competitor.

If I had the budget I would toss out these appliances and replace them.

writing a review is always my last resort when I am at the end of my rope.

I’m in it now and I hope...