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Business Profile

Plumbing Fixtures

Grohe America, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Plumbing Fixtures.

Complaints

This profile includes complaints for Grohe America, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Grohe America, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 21 total complaints in the last 3 years.
    • 12 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/18/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 January, 2025 I hired a licensed contractor to install a Grohe shower fixture. We hired a separate plumber because we couldn't tell why it wasn't working. The plumber confirmed that the Grohe cartridge was faulty. The plumber called Grohe and I was put on the phone with customer service. I was told over the phone that Grohe would refund me for the cartridge with their warranty, since a backup with their supply chain meant that a new cartridge wouldn't arrive for weeks. I then received an e-mail and was asked to send the receipts. Meanwhile, the plumber left and charged me for his visit, which was solely spent connecting me with Grohe; this was an added expense. The contractor ordered the new cartridge. I replied immediately to Grohe's e-mail with the requested documents. They did not reply. Two weeks later, I sent another e-mail. They did not reply. Last week, in March, I sent another message demanding that they respond to the warranty request. Silence. It is now March 17th, more than 3 months after I filed the warranty request. When I try to call Grohe, I'm directed to an automated message that then hangs up on me. There is no customer service.

      Customer Answer

      Date: 04/15/2025

       
      Greetings,

      I'm writing to request that BBB take down the complaint I made about Grohe customer service this was complaint #********. There was a mixup where a warranty *** was on leave, and my case fell through the cracks for some months. Now that the issue was caught and resolved, I'd like to make sure my complaint is no longer visible to customers.

      Can you kindly confirm that I can remove this complaint altogether?

      Thank you and best wishes,
      ******* Fine

    • Initial Complaint

      Date:02/21/2025

      Type:Delivery Issues
      Status:
      Resolved
      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 2 of this item in August, and we still don't have it. The delivery date keeps getting pushed back and there seems to be no end in sight. It's been 7 months. When will we receive this? Or do we need to take our business some place else outside of Grohe?********************************************************************************************** Finish: Hard Graphite

      Business Response

      Date: 03/10/2025

      Hello,

      We are so sorry for the inconvenience, we will look into this request and reach back out to you directly.

      Thank you

      *******

    • Initial Complaint

      Date:02/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have a consistent problem with one of two identical sinks with Grohe hardware. One of the two has an issue with the rod that connects the stopper to the pull often become disconnected, requiring someone to crawl under the sink to reattach.We finally took the offending piece out and compared it to the same piece from the other sink.We discovered a difference in the length of the two pieces, which we believe accounts for the issue.We have interacted via phone and email with **** in customer service (don't know her location). Her initial response was that this was not possible, as there was only one piece and they are all "identical." We sent her photographs of the pieces, with obvious length differences marked. She agreed that they were not identical. Yet she insisted that we must buy a replacement piece (roughly fifty dollars.) She has not responded to multiple emails pointing out that her position made little sense, and that Grohe should provide us the piece at no cost to us. She has not responded; hence this complaint is being filed with you.

      Business Response

      Date: 02/20/2025

      Hello Mr. ************** am sorry to hear you are having an problem with your product, we will reach out to you directly to come up with a solution that works for you.

      Thank you,

      *******

      Customer Answer

      Date: 02/25/2025

       
      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.  Although nobody ever called me, via email I was informed that replacement parts would be provided. The new sink pull connector is longer than the short one being replaced, and the sink works fine.

      Sincerely,

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

    • Initial Complaint

      Date:01/11/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Have ordered 2 bathroom faucets and 1 tub filler faucet through Grohes distributor ********* All 3 faucets were special order for 8-10 weeks. Delivery date is keep pushing away with already 2 delays. Each time they push delivery day 2-3 weeks. Need to know when they will deliver and keep the day true. No more lies. Please.

      Business Response

      Date: 01/13/2025

      Hello ********** ********,

      I do apologies, we are unable to check your order that was placed with *********, if you could please reach out to our ****************************** at ************ and let us know the model numbers you have ordered, we will be able to take a look at the status of the items

      Thank you,

      *******

    • Initial Complaint

      Date:12/18/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      October 2018 we purchased our second Grohe kitchen faucet with a lifetime warranty. We have noticed water leaking from the hose area, and the sprayer head the "chrome" is falling off. I called and was informed that this is indeed under warranty, provided via email pics and the purchase receipt. I called this past monday to see what happened to the parts, I was informed that they do not have our information in the system, even after we received an email confirmation. This is our second Grohe product with the same malfuntions. We purchased this faucet thinking we have a warranty, apparently there is none. Since we purchased this product thinking we have a warranty we are asking full refund for this item since no warranty was every provided.

      Business Response

      Date: 12/18/2024

      My company is Grohe Manufacturing solutions a machine shop not Grohe the faucet company.

      Complaint is logged against the wrong company

       

      Business Response

      Date: 12/18/2024

      My Company is Grohe Manufacturing Solutions in ******* CT not Grohe the water faucet company

      You have the wrong company i am a machine shop. 

       

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

    • Initial Complaint

      Date:10/08/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Last May, I purchased a PBV Control Cartridge (product# ********) from Grohe. The order number is FD57946885. This cartridge started leaking for a couple of months. I have contacted Grohe's customer service, but they are unwilling to replace or refund it. I paid more to have a better product, but they are not willing to honor it.

      Business Response

      Date: 10/18/2024

      Hello Mr. *********** am sorry for the inconvenience, we will reach out to you directly.

      Thank you,

      *******

      Customer Answer

      Date: 10/29/2024

      Complaint: 22395231

      I am rejecting this response because: Thanks for getting back to me. Grohe said that they would contact me directly on October 21st, but I have never received any further communication from them after that. Please keep my case open and mark it as unresolved.

      Sincerely,

      **** Li 

      Business Response

      Date: 11/11/2024

      Hello,

      A new order was placed on 10/18/24, the item is on backorder, we will reach back out to you for an alternative solution.

      Thank you

      *******

       

    • Initial Complaint

      Date:09/23/2024

      Type:Service or Repair Issues
      Status:
      Unresolved
      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 have two faucets that have lifetime warranties on them. I have the receipts and the owners manuals and the warranties lists the reasons it would not be covered. None of those reasons apply to me. I got these faucets installed in 1998 and they have a lifetime warranty. When I called, the supervisor told me that anyone would know that a warranty wouldnt last that long, however the warranty says for as long as I own my home. She was very condescending and said she was just going to say no to me. She said that they no longer make the faucets. I told her that they could replace them with something comparable and she said Im going to say no. She actually raised her voice and I had to ask her to lower her voice.

      Business Response

      Date: 10/09/2024

      Hello Ms. **************** am so sorry to hear about the experience you have had, we will reach back out to you directly to come up with a solution that works for you.

       

      Thank you!

      Customer Answer

      Date: 10/10/2024

       
      Complaint: 22323996

      I am rejecting this response because: my warranty says that the faucets will be replaced for as long as you own the home. It doesnt say that it expires in 25 years. They are not honoring the warranty that was there when I bought these faucets. A lifetime warranty is a lifetime warranty. 

      Sincerely,

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

    • Initial Complaint

      Date:09/22/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 GROHE Ladylux Pro Sink Faucet in 2017. I recently reached out to inform them that the faucet was leaking based on an assessment from a plumber. GROHE received my message and acknowledged that the faucet is covered by their pre-2020 lifetime warranty, which says that GROHE will "repair or replace any part that proves to be defective..."Their next communications said that because this faucet was discontinued, and that the part in question can't be repaired, they would only offer me a discount to buy a new one. The discount they offered is a few percent better than what you can find by searching online. However, the warranty on the faucet doesn't end when the part is no longer manufactured, or apply only when a repair is possible, so they are not providing the "repair or replacement" that they have promised. I asked them about this and suddenly they changed their view to be that leaks after 7 years are now "wear and tear". Would it be different if the leak happened after one year? Wouldn't seem like seven years would be the cutoff for a lifetime limited warranty.This appears to be a scheme to get out of fulfilling the warranty since they don't make the product anymore and can't fix the issue. I will accept them sending me the closest product currently being manufactured. I will not accept the opportunity to spend more money with them as they get out from satisfying the warranty coverage.

      Business Response

      Date: 10/08/2024

      Hello Mr. Pickus,

      We reached out to you directly on 9/24/24 with a solution, we will try and reach back out again.

      Thank you!

       

    • Initial Complaint

      Date:07/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 have been in touch with the company at least ten times over the past year trying to gt a replacement kitchen sink hose replacement, sending pictures as requested, picture of receipt, etc. I've had notes back saying they are looking into the request, but no response to the last three or four emails. Just looking for them to honor their lifetime warranty on the part(s).

      Business Response

      Date: 08/01/2024

      Hello,

      I am sorry for the inconvenience, we have processed a replacement order for the hose you should receive it in 3-5 business days.

      Thank you!

      Customer Answer

      Date: 08/12/2024

       
      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:07/15/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 submitted a claim to Grohe for valve cartridge replacement. I am the original purchaser of the valves and I still own my home where the valves were installed. My bathroom sink is dripping and I submitted a claim providing proof of purchase and other photo documentation that was requested. My claim was denied because Grohe stated that cartridges only last 7-10 years but the warranty only states the finish has a warranty for 5 years. Numerous emails have been sent back and forth with the warranty department and this clear mechanical failure in the valve cartridge is not being resolved. Grohe should stand by the warranty which is one of the main reasons I opted to pay more for the quality and warranty! Grohe has ALL images and supporting documents that I uploaded to their warranty site.

      Business Response

      Date: 07/31/2024

      Hello ******************,

      I am sorry for the inconvenience I have looked at your account, we have shipped the replacement and the tracking shows it was delivered on 7/29/24, via FedEx 277541104980.

       

      Thank you!

    Grohe America, Inc. is NOT a BBB Accredited Business.

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