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May 2024 by Shawn
Kohler website: Go to this store to purchase partsThe store: We don't sell parts, you have to order by a phone number not listed on the websiteAlso, closing at 5pm is insane.
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March 2024 by D Ng
Horrible customer service. They take zero responsibility for products that do not arrive on time. They do not update you, provide options or follow up in any way. Our contact was named Sylvia and she was the worst customer service rep we dealt with in our entire home building process. Any update required us to email the manager, the supervisor for Sylvia and Sylvia herself. We had to send multiple emails just to get a vague update with zero assurances the product would arrive. Definitely would not recommend.
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September 2023 by J M
Purchased brand new plumbing fixtures for our new home. Thought we were getting quality product given the brand. Kohlers products and quality have certainly gone downhill over the years. Several faucets not operating properly each with a faulty cartridge. The flow was a dribble. Staff indicated there was nothing they could do for us despite being within the 12 month warranty. They were polite however suggested we either take the faucets apart ourselves to try to fix them or call a plumber.It’s unfortunate that Kohlers quality is not what it used to be and unfortunate that Kohler do not honour their warranty.I’m sure there will be a formal reply from kohler on Google stating “thank you for shopping with kohler and we value your business. We work hard to ensure we deliver and design quality product and provide fantastic customer service…” ??
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August 2023 by Mimi Chang
I have a Kohler kitchen faucet and recently realized one of the rubber caps that control flow/spray is missing. Traveled to this store and was told stores do not do parts, and I have to call the 1-800 number for help, I asked about pricing of parts and I no longer have warranty, and was told at the store parts would be shipped to me for free. At several points the store person repeated she cannot help me, and at least three times when asked if company website correctly identified my faucet color with my uploaded photo and I can trust it when calling, the answer was not positive (she seemed very unsure, and kept suggesting I take another trip to actually show her the spray). After calling the parts department, I was told they do not send caps separately, and I have to purchase the whole spray part at 30% discount (original price $122). Needless to say after this experience I will never consider Kohler in the future. Lack of service/parts is unacceptable. Perhaps I should add everyone I spoke to had good manners etc. but the responses only show the company certainly do not value service after sale.
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June 2023 by k's
The website is beyond confusing and the pricing is misleading as every single piece is sold separately, even though displayed as one.After fighting with the website and trying to get an order together I ended up having to order at the store, the combinations you need with fixtures and valves is extremely confusing.Spent close to 4k on bathroom fixtures and received some of the most underwhelming customer service in a long time. The staff at the store seem to have absolute zero interest in helping you, nobody even approached me in the store.After finally placing the order I was then told my stuff would take 6 weeks to arrive. I had to call back every time, the person who took my order allegedly left the company and nobody took over my file, nobody called even though parts of my order where ready for pickup.I hope the quality will be at least decent as so far the experience has not been worth the premium Kohler is charging.I would not recommend the Kohler signature store to anyone
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April 2023 by Jedidiah Chu
Great location!
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April 2023 by We need to Care
HORRIBLE customer service. Don't even bother going there. Save your time.
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March 2023 by maja jensen
I popped in to have a look after an appointment nearby- we need a new toilet and eventually, need to refit our bathroom(s)When got there, someone I assume to be the Kohler brand manager (?) was tearing an absolute strip out of the female store manager (?), for having a “disgusting” planters/front entrance and so forth. While the entrance wasn’t perfect, his vulgar display was far worse. What an awful person, I can’t believe people are treated like that at a workplace…in public no less!Anyway went in and a sales associate helped me figure some things out, she was great …but good grief I don’t want to support that abuse. Seriously.
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March 2023 by Wenceslas Oswald
Unfortunately you can't give a minus rating or a complete zero. I will definitely not be referring any kohler products after this experience. All I needed to do is change my toilet seat cover . But the kohler bowl that I had made it inaccessible to reach the screw below and I could not unscrew one of the bolts. I ended up buying over $100 worth of tools to dislodge this screw and it still wouldn't come out. After all the frustrations I called kohler customer service. They advised me to purchase one of their kits online and could not guarantee it would work. They could not provide me with a technician and informed me I would have to hire one at my own cost. And they could not find my toilet bowl model although it said kohler all over it and all the numbers I provided them. And the toilet seat I bought from emco could not be opened to confirm that it would work with my bowl. So I had to hire a plumber to come have a look. All that just to change a toilet seat which would have been easy with any other regular toilet bowl. I just wrote this review so that hopefully no one else buys a kohler toilet bowl and goes through the same frustrations I experienced. For the price point they sell this at stay away!!! It cost me $600 in the end to change a toilet seat!!! KOHLER your product is horrible and your customer service is even WORST!!
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February 2023 by Danya Hrynchuk
not bad!
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February 2023 by Adrian Mak
Because I want it all
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December 2022 by Marla Inducil
Although Kohler has good products the customer service for this Vancouver store is so bad . We started renovating our bathroom Jan 2022. It's now August and despite several emails and calls they do not update customers when the orders arrive. It takes 8 months to get orders completed really? You would need to be so ever patient with their service as they do not update customers and you will find yourself having to call them incessantly for follow up. I give them a -1 star for poor customer service
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February 2022 by Denise W.
One of the thing that I like about Kohler is their warranty. Their products will last and are considered higher end. If something goes wrong or is broken, their customer service are there to help.On top, I do like their styles as well.
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December 2021 by Bruce Taylor
Good quality and service
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December 2021 by Simon
***BUYER BEWARE!!!*** I have never experienced such horrible business practices.The Good: Kohler products are good quality and decent price, and previous experience with the store had been good.The Bad: But this has changed recently with new staff and new policy.As part of my renovation project ( faucet / sink / kitchen ), my interior designer recommended a Kohler Shower Trim. The trim valve (the rough-in piece) is sold separately so the Kohler staff recommended one to me to go with the trim. But a mistake was made and the staff entered the wrong model in my order. By the time my plumber told me the two parts don't actually fit each other, I tried to return the incorrect product but their new policies stopped me. In particular, they:1) Do NOT accept returns that are open box (how can I find out the two pieces don't fit each other without opening the box?)2) Do NOT accept returns past 60 days from the date of the order (warning: it is NOT from the date from delivery of item)The new store manager (Nimrat Pahwa) was not willing to take responsibility for a mistake that they made and insisted it was the responsibility of the customer to check that the parts that I order are fitting.I relied on the expertise of a Kohler staff to select a fitting product for me, but in the end they are taking no responsibility for a mistake they clearly made. This had been a very frustrating and disappointing experience, especially from such a reputable name. I recommend staying away from this particular Kohler store and purchase from other Kohler retail stores that actually provide proper after-sales service.(Attached picture shows the condition of the unaccepted open box.)
