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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought a kitchen faucet made by this company. Since I bought I am now having issues with it. The faucet no longer has any water pressure making it hard to do dishes. I will have to replace the faucet. I reached out to the company about issues and they asked for a picture of the tag on the waterline and a copy of the receipt. I took a picture of the tag and sent it, but I dont keep receipts for everything I buy. I wouldnt have room for all that, and who really does. They told me they can send me out a part that *** fix it, but it at least a 6 month back order. Thats not acceptable solution when I have no kitchen faucet thats working. I told them I wanted a replacement, but they said they cant without a receipt. I bought their product and it failed, but I have to go without a faucet. Not acceptable and I demand a replacement!!!Customer response
03/27/2024
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 and the matter has been resolved.
Sincerely,
***********************************
Initial Complaint
01/12/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
We purchased a kitchen faucet on 12/29/23. We installed this faucet, according to the directions, on 1/2/24. On 1/7/24 the sink quit working. On 1/8/24 we contacted Kraus customer service, as directed with our instructions. We responded to the email they sent on 1/8/24 providing pictures along with a video of the product not working and displaying a consistent red light. On 1/9/24 we were informed they would be sending us a new 'control box.' It would take 1-3 days for processing. We requested a rush ship as we have been out of a kitchen sink since 1/7/24. We did not receive a response. On 1/10/24 we contacted Kraus customer service. We were met with a rude, disrespectful representative. He laughed about our request to have this overnighted and the request to speak with his supervisor. He interrupted us while we were attempting to talk and problem solve as again, we do not have a working sink in our kitchen. We were informed there was "nothing we could do because the order had already moved to processing" and we would in fact have to wait 2-3 more days for the part to arrive. He informed us that if we had called earlier, they could have overnighted the part. We requested they send us another part with overnight shipping. He stated he could not and would not do that and we would just have to wait. This is absolutely ridiculous that a kitchen sink we JUST purchased is not in working order and we have to wait for them to process and ship because we didn't request an overnight shipment the first request. Why on earth, would the customer have to request this? The company should do this as a reputable company. Furthermore, the disrespect we encountered when problem solving was astonishing. We will not be purchasing Kraus products in the future, unfortunately.Customer response
01/12/2024
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 and the matter has been resolved.
Sincerely,
***********************
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.