ComplaintsforGrohe America, Inc.
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Complaint Details
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Initial Complaint
07/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
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
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!
Initial Complaint
07/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
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
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!
Initial Complaint
03/25/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased this faucet from Built.com which is a dealer for Grohe. It was installed by a certified plumber. It became defective recently so we called the same plumbing company for an intervention. They concluded that one of the components of the faucet is defective ( a check valve ) and that part is not to be compatible with any other brands and has to be ordered from Grohe. The faucet is advertised with a lifetime warranty. When trying to warranty the part Grohe expects me to take the faucet apart and run functional tests and troubleshooting with them on the phone. I explained that I am not a mechanic or plumber and that I have the faucet in the original box ready to send to them for assessment inspection and warranty. They said they don't do that, and nothing can be shipped to them. I purchased this brand and paid a premium price for the lifetime warranty they now are not honoring. Shameful.Business response
04/01/2024
Hello,
I am sorry that you are having a problem with your GROHE product, we will reach out to you directly and come up with a solution that works for you.
Thank you
*******
Initial Complaint
12/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased Jado kitchen faucet forty home. The faucet came with a lifetime guarantee. The faucet started leaking and I call for replacement parts, The customer services representative told me parts were not available and they would either refund the money or provide a replacement if I furnished the receipts for the purchase of the faucet. I provided the information requested and they agreed to sent me a new faucet. I picked out a faucet in August and initally they told me it was not on stock and it would take two weeks for delivery. Several weeks later I called and the told me the faucet would be delivered in November. Couldn't wait until November to be without the use of my kitchen sink so, I got a cheap faucet from ********** and had it installed. My wife. called last week and they told her the faucet would be delivered in March. Just so you know, the Jado brand was purchased by DXV and LIXIL may be the parent company. Can you help me get the replacement faucet? Thanks, for your help.***Initial Complaint
10/09/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I purchased a Grohe faucet about 3 years ago - within the "lifetime" warranty. **************** refused to believe that the problem was what a plumber told it was (leaking supply line) - instead insisted that we try to install a part that is NOT serviceable by consumers, uses specialized tools, and for which no instructions to install it exist. **************** condescending and rude and kept insisting that a plumber that we hired to diagnose the problem got it wrong. Because the part we need is not separable from the faucet, we need a new faucet, apparently - but Grohe's policy is apparently to always insist on sending customers a part (a "cartridge") no matter what they report is the problem. Now, we're going to end up spending over $500 on plumbers (plus more to fix water damage caused by their defective faucet) to fix a faucet that didn't cost that much. Grohe will NOT replace broken parts if it is expensive/inconvenient for them even though that is what they promise customers.Business response
10/11/2023
Hello Mr. *******,
I am sorry for the inconvenience, we will reach out to you directly to come up with a solution that works for you.
Thank you,
*******
Initial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
This is the letter I sent to Grohe today:Twice in the 23 years I've lived in this house, your kitchen faucet costing $600 has caused water damage. The first time I gave GROHE (and the faucet) the benefit of of the doubt & bought the same model in Dec. 2011.This time the water damage was even worse because even though the hose of the faucet had a COMPLETE break, the water still dispensed to kitchen sink but was also flooding under the kitchen sink into drywall, basement, ******************** (picture of break in hose/faucet sent to Grohe) I would think even after 12 years of use this should not happen!Your warranty does me no good because I no longer want a Grohe.How do you plan to compensate for this extreme inconvenience & expense?Sincerely hope you are no longer making this model.When I called customer service, all he could say was sorry that happened.Business response
08/21/2023
Hello *************,
I am sorry to hear that you have had an issue with your GROHE faucet, we will reach out to you directly and come up with a solution.
Thank you,
*******
Customer response
08/23/2023
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
12/28/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our $600 Grohe kitchen faucet has, much to my surprise, a chrome plastic (not metal) head which after just after 12 months is starting to chip.We have all Grohe faucets in our home and this kitchen faucet has surprised us with poor faucet head materials and premature chrome over plastic failing after a year. This is far below our expectations for Grohe.Business response
12/29/2022
Hello **************,
I am so sorry to hear that you GROHE faucet has failed you, we will reach out to you directly to come up with a suitable solution.
Thanks
*******
Customer response
01/02/2023
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
11/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I needed a toilet part (Porcher brand) for my tenants. I found info online that Porcher was bought by American Standard. I found them at https://www.americanstandard-us.com/I called the company (got the phone # from https://www.americanstandard-us.com/) to find out which part I need. They said I needed 84120-00.000. I ordered the part on November 4, 2022 via https://www.americanstandard-us.com/. Was expecting the order to arrive at my tenants' place at ************************************************************. It never arrived. I was still charged $64.77 I called the company on November 10, they said the order didn't go thru (although I never received any notification of it). I then asked if I could order over the phone - they said yes and I placed another order, and I charged again $56.84. It was shipped via ***** very quickly and i received it on November 12. At the same time I received an email from the company stating that the first order was shipped, via ***** delivery date November 17. I called the company and they were shockingly rude to me. They emailed me the return labels. On November 17th the tracking info stated that the order was delivered - but it was not. I started calling **** and after I entered all the required info the machine told me the shipping address did not match. Since i didn't know what address they shipped it to, I called the company on November 18, they said they will investigate and take it to the manager. Today is November 24 and nobody called me back, and no refund. Not to mention that the part I received was the wrong size (too long) and the plumber had to cut it, it took him almost 2 hours to install it and it cost me $210. I can't call these people - they are just too rude, I don't need to be yelled at again. I request a refund of $64.77 I file a BBB.org complaint against American Standard Part of LIXIL. Their response was - it's not them, it's Grohe.Therefore I am filing this complaint against Grohe.Business response
11/28/2022
Hello Ms. ******,
I am so sorry for the inconvenience, I have taken a look at your request, we will be sending you a refund check for $64.77.
Again I am sorry for the inconvenience.
*******
Customer response
11/28/2022
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
10/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We have a EUPHORIA Cube+ Stick Hand Shower (2.5GPM) that started leaking from both ends (end-cap and thread connection, see pics). I contacted Grohe customer service to be informed I need original receipt for a replacement. Since the builders installed the fixtures from when our home was built, I am unable to obtain proof purchase practically. While they are sending me a hose, which may not fix the leaking problem from the shower head, I believe this is not sufficient and request a replacement of the faulty shower head. For example, our other shower has Hansgrohe (its closest competitor) that needed replacement parts, and they sent them out no questions asked. I believe the lifetime warranty both companies claim to offer should be honored equally.Initial Complaint
10/11/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
This company double-charged me a fee to return an item back in May. The service fee was $4.99, and $9.98 was charged. It is now almost the middle of October, and I have not received the refund I was promised. There have been numerous e-mails and phone calls between me and various customer service representatives on this matter, to no avail. I cannot determine whether what I am experiencing is gross incompetence or deliberate stonewalling. Either way, I am owed money due to an error by Grohe, and I deserve to be compensated.Business response
10/12/2022
Hello ******************,
I am so sorry to hear that you have not been yet refunded, I will reach out to our accounting department, I will contact you directly.
Sincerely,
*******
Customer response
10/16/2022
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,
*************************
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Customer Complaints Summary
14 total complaints in the last 3 years.
6 complaints closed in the last 12 months.