Complaints

This profile includes complaints for Brondell Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Brondell Inc

  San Francisco, CA 94147-0085

• 

  Brondell Inc

  375 Alabama St Ste 200 San Francisco, CA 94110-1966

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:04/08/2025

  Type:Delivery 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 purchase a drainage ply for my bidet. I have ordered one in November but it went bad and the bidet start leaking. I paid the full shipment price. The parts arrived 10 days later but it turned out to be the wrong part. I emailed and called the company to inform them. However, I received a response via emails stating that I ordered the wrong part. I tried explaining to him that I ordered the same part in Movemebr and it was the correct one. The customer service (*******) got disrespectful and made me feel like a fool or a liar. That same person was also rude to me about 7 years ago when I reached out for assistance with a part. I needed up throwing away the bidet and bought a new one. I was going to let it go but he was so rude and disrespectful and I didnt deserve it.

  Business Response

  Date: 04/14/2025

  Spoke to customer on Wednesday, 4/9 at 8:50 am PST and expressed our sincere apologies for any frustration caused during the phone call with our representative. Provided the customer with the correct part and we will provide additional training for our support staff for future improvements.

  Customer Answer

  Date: 04/15/2025

  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:03/04/2025

  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 ordered the Omigo Luxury Bidet Seat and received an incomplete item, I was offered to receive the parts or return the item. I chose to return the item and was sent a label and then told in a separate email I was being charged to return it. Then I am told I'm charged 10% restocking fee. This is totally wrong and now I'm out over 50 and this is not acceptable. I want a full refund and an apology for the rude and condescending service I was provided. Will never buy from Brondell again.

  Business Response

  Date: 03/07/2025

  We've contacted the customer and issued the balance of the refund. They have now been refunded in full. 
  
  
  

• Initial Complaint

  Date:02/28/2025

  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 purchased a CL 1700 from Brondell, but the unit arrived defective. I contacted their support team expecting a replacement, but they refused to send one unless I first returned the broken unit. While I understand return policies, this requirement is an unnecessary inconvenience for a product that was defective upon arrival.Brondells handling of this situation feels like a tactic to discourage customers from receiving proper replacements rather than genuine customer service. They are making the process as difficult as possible, which is unfair and does not align with the level of support I expected from a reputable company.I attempted to resolve this issue directly with Brondell, including contacting customer support, but they remained firm in their refusal to send a replacement unless I returned the defective unit first. Given the circumstances, I believe this policy is designed to disincentivize rightful warranty claims rather than to ensure customer satisfaction.This type of policy is problematic because it puts an undue burden on consumers who have already received a faulty product. Instead of standing behind their product and providing a reasonable solution, they are forcing unnecessary steps that only create frustration.

  Business Response

  Date: 03/06/2025

  We offered to replace the customers malfunctioning unit under our standard replacement policy. We have two replacement options: the customer can send the unit back and we will replace it upon receipt, or they can sign a credit card authorization form and we will send the replacement up front. We do not preauthorize the credit card and only charge the customer if they do not return the malfunctioning unit within 14 days of receipt of the replacement. We require the return of the malfunctioning unit as a protection from fraud. In the past, people have dishonestly claimed to have malfunctioning units in order to fraudulently receive free product. We also test each returned unit and provide the manufacturing facility feedback for quality assurance. I communicated this to the customer and he still refused to return the malfunctioning unit, so we cannot offer him a replacement at this time.
  

• Initial Complaint

  Date:02/09/2025

  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.

  We had previous ordered a ROUND heated seat from Brondell and it fit perfectly. We decided to order a bidet for the same ROUND toilet seat. When we went to install it we found that it was too long. I let them know and they said if it was opened and installed they wouldn't take it back. No where on their website can you find their return policy. If you search for it in the search bar it will bring you to their help center. With such a strict return policy it should be front and center. Also there should be EXACT measurements for a ROUND toilet seat. I also wrote a one star review explaining how it will not fit a round seat and you will not get a refund and they have NOT posted it. Their customer service is awful. Literally couldn't care less. So disappointed.

  Business Response

  Date: 02/13/2025

  We reached out to the customer and offered to allow the return and refund under our existing return policy and she has accepted.

  Customer Answer

  Date: 02/13/2025

  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. Unfortunately I will have to pay $20 shipping and $30 restocking fee. 
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:02/02/2025

  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 am writing to formally file a complaint regarding my Brondell Circle unit, which developed a leak and caused extensive damage to both my under-cabinet sink and the ceiling in my basement. I provided multiple videos and photos clearly showing the leak, including its location and the resulting damage. Despite this, when I returned the unit for testing as instructed, I was told by Brondell that the unit did not ******* make matters worse, I was falsely accused of "not installing the filters properly" with no explanation or further investigation into the actual cause of the leak. This response from Brondell was both unhelpful and unjustified, especially considering the evidence I provided.The Circle Unit is only a little over a year old, and I find it unacceptable that Brondell has not offered any reasonable explanation for the defect or the damage caused. Instead of offering a resolution or replacement, I was left with no solutions.Given the significant damage to my property and the failure of the unit, I am requesting an immediate replacement for this defective unit with a brand new Circle Unit. In addition, I am requesting the cost of the repairs to the under cabinet sink ($300) in the form of a store credit. I request that Brondell will take responsibility and handle this matter promptly.

  Business Response

  Date: 02/12/2025

  While our internal testing indicated that there was not a defect in the product, we have followed up with the customer, ***** ***** and have agreed to replace the product for them and they agreed that this would be the best option at this point in time.  We are working with the customer now on the replacement order.

  I can appreciate that this is a frustrating experience for the customer - especially when we cannot find fault with the product we tested, but I am happy that we arrived at a solution that we felt was fair and equitable to both parties.  Please see a copy of our transcript for evidence of resolution on this open case and thank you.

   

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service 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'm compelled to share my frustrating experience with Brondell's Swash 1000 luxury bidet toilet seat and their subpar customer service.Purchased: October 2023 Installed: December 2023 Issues started: March 2024 (discoloration)Resolution: Received only a replacement seat part after so much haggling, which I had to pay someone to put it in. New issues after 8 months:- Discoloration of the seat once again, Nozzles malfunction, Continuous beeping of the heated seat even when not in ******. Tiffany *** the Support Manager, was totally unhelpful and rude. Incorrectly blaming me for using "hard chemicals" (I only used mild disinfect wipes). And demanding $70.00 for shipping the seat to them and repairing charges would be additional. We decided to put the seat into trash. Warning: Research thoroughly before buying Brondell products. Their customer service is horrible

  Business Response

  Date: 12/20/2024

  We have contacted the customer and offered to replace her product. We are waiting to hear back from her.

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22702469
  
  I am rejecting this response because: 

  Hi Aspen,
  
  I just saw the reply from BBB .  I don't see any option to post my response under BBB so I'm writing to you directly .Yes Jacqui from ******* called me on Wednesday 12/18/2024 . About the refund, she denied . The only option I have now is to accept the replacement which I accept and have written back to them. I'm waiting for their further response.
  
  Thank you for your help.
  
  *****
  

  Business Response

  Date: 12/23/2024

  We are working with this customer and have placed the order to replace her product.

• Initial Complaint

  Date:12/11/2024

  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 received one of Brondell's heated toilet seats as a gift. It was the wrong size to fit my toilet. The product was never opened or used, and is in perfect re-sellable condition. Yet the business refused to make an exchange for one that fit my toilet. I offered to pay any shipping and restocking charges, but they flatly refused. I ask the BBB to request the business to exchange it for me.

  Business Response

  Date: 12/18/2024

  We have been in contact with this customer. We have offered to allow him to exchange his product. We have a 30 day return policy, which we are waiving for him, his product is over a year old. Per our return policy he will be responsible for the return shipping and there will be a restocking fee.

  Customer Answer

  Date: 12/19/2024

   
  Complaint: 22674922
  
  I am rejecting this response because:

  The business requires shipping and restocking fees of nearly $50.00.  I believe this is an unreasonable offer as it is more than a third of what I originally paid. Unless the business is willing to substantially reduce these exchange charges, I will just keep the original product, which is new, unused, and in the original package.
  
  Sincerely,
  
  ***** **********

  Business Response

  Date: 12/19/2024

  We have waived the 30 day return requirement that is part of our policy in this incidence. The customer has had the product for nearly a year. The associated fees (return shipping and a restocking charge) are a part of our standard return policy, it can be found here:

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

• Initial Complaint

  Date:12/09/2024

  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.

  December 9, 2024 Purchased a reverse osmosis water filter system using Brondell filters last year. Water usage is for 3 person family. Municipal water quality is good. Filters are advertised to last 6 months. Consistently, the filter change light indicates needed filter changes at 3.5 to 4 months. I noted another BBB complaint against Brondell (# ********) indicates same problem, wish same suspicion as mine: that the system prematurely indicates needed filter change to accelerate cycle of filter change. Filters are $80 per cycle change. The math is simple on how inflating the number of filter changes would significantly boost sales at customer expense.I dont expect resolution of this seemingly corrupt practice, but consumers should be warned.Sincerely,****** ******* ********************************************* Ph ************

  Business Response

  Date: 12/11/2024

  The Circle Reverse Osmosis Filtration System has been tested and certified by the ************************* (an independent source), and it has reviewed,confirmed and approved the 6-month filter replacement guideline. The LED light will blink red when it is time to change the filters based on specific usage. However, this is just a guideline, filter replacement times may vary depending upon usage. You can extend the usage of the filters beyond the LED turning red for a brief period (a month or so), within reason. 
  

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22662960
  
  I am rejecting this response because: See original complaint. Seems company underestimates water usage on 6 month replacement cycle of filters (quite expensive) as indicated in original complaint and as noted by at least one other BBB complaint citing the same issue. Might behoove company to indicate that 3 to 4 month replacement cycles are more realistic rather than 6 months.

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

  Business Response

  Date: 12/12/2024

  Hi Mr. ****************** our senior support manager explained to you via telephone on December 11th,Brondell does not set the standards for replacement schedules for our water filtration systems.  These are tested and set by the ************************* (***) and independent agency that uses *** standards for testing and certifying water filter systems for conformity across all manufacturers and brands that have certified products.  We legally cannot make this suggested change a we have to follow strict guidelines based on household averages and usage rates for our system.  Additionally, life span of filters can change based on household usage (low, medium, or high usage), quality of water, water pressure, and other factors in the home and the LED light indicator is a recommended suggested timeframe to change those filters there is a slight bit of flexibility there although we do not suggest going any longer than a month after the indicator goes off.  Im sorry that you believe we are being deceptive and the fact of the matter is that we test and independently certify all of our claims and systems so that we are transparent and all claims are substantiated and backed up.  If you are looking for longer lifespan filters we do have other models available such as our Coral UC 300 carbon block system which has a much longer filter life based on both time and capacity rates so something you may want to consider.
  
  Thank you and I hope this explanation was helpful and we always value and appreciate any feedback.
  -Brondell

• Initial Complaint

  Date:10/30/2024

  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.

  Purchased this just over a year ago. The company is only accepting the purchase date for the warranty, they are not counting the shipping time, which was very slow. Should the warranty start when it's delivered this would still under warranty. **************** was polite, but unwilling to accommodate this. This isn't the first product from brondell, and with the cost of a bidet, to be out of $400 after less than year isn't acceptable.

  Business Response

  Date: 11/05/2024

  I emailed this customer on Friday, November 1 but have not yet received a response.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22494603
  
  I am rejecting this response because although they accepted to repair or replace the unit under warranty, they are expecting me to ship the bidet to the ************* at my own expense. 
  
  Sincerely,
  
  ******** *******

  Business Response

  Date: 11/08/2024

  Brondell has been in contact with the customer and because they are still within the 1-year warranty period when taking into account shipping and delivery time, we are happy to cover the cost of the repair and shipping 100%. We will send them a prepaid shipping label today and will repair their unit and ship it back to them free of charge. The customer is happy with this resolution.

  Customer Answer

  Date: 11/10/2024

  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,
  
  ******** *******

• Initial Complaint

  Date:09/18/2024

  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 6-8-24 I ordered a Coral Three stage water filter. Somehow it took weeks to get the filter and it was forwarded to ********** instead of deliver to *********. Coral Three Stage. The Order #********. I am a physician and have recommended this filter to numerous friends and patients and already had one installed in my Cincinnati house that works great. This when it was installed we noted the spigot turns constantly and turning on or off the water makes it move and we have now had water all over our counter and floor. Two plumbers looked at it and said it is defective spigot. I called customer support and they connected me to Just Answer who never had an answer and would not respond after trying to text for hours. I can send you screen shots. They did however charge me 46 dollars for something that is an obvious warranty issue. I am very disappointed in Brondell and will have to rethink recommending this company even though they have a great 3 stage filter.

  Business Response

  Date: 09/24/2024

  I have contacted this customer. He has received the late shipment and I will be replacing his leaking faucet no charge under his warranty.

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

  Senior Customer Support Manager

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