ComplaintsforRuvati USA Inc

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had purchased a brand new Stainless Steel kitchen sink online, (via ************ from the manufacturer Ruvati on 4/24/24. The sink was delivered and installed. In less than 24 hours I noticed that significant rust spots developed on the Stainless Steel sink which had nicks/scratches. This was odd since I had never used the sink. I had only turned on the water to rinse it clean after installation. I then requested a return and ordered a replacement sink delivered to *********** Upon delivery, the Store Manager and I opened the new sink box together. We did not yet even take it out of the box before seeing the same types of small scratched gauges in the similar spot. I reported these findings to Ruvati and they sent me out a 3rd sink at no charge. Although appreciated, this 3rd sink was unfortunately scratched as well in 2 spots even though it was never even removed from the box. I emailed Ruvati again, but their response to my desire to simply receive a sink that is not scratched was that Ruvati will not do anything else to help me and that I should simply deal with it since it will eventually get more scratches. I then sent another email to Ruvati requesting a reply & a new sink and noted that I would send back the old sinks. ALL I WANT IS A DAMAGE FREE NEW SINK. I am not complaining about money or cost or trying to get anything free. I only want what I paid for, a new damage free sink.I requested a reply by the end of the business day 7/17/24 but have heard nothing. I need HELP.The sink was approx $250 but as stated, I am not concerned about cost, just a damage free sink.I cannot buy any other sink as my granite countertops were cut to this exact Ruvati sink measurement and my Granite Rep said that the exact corner angles of the Ruvati sink are unique to them only. I also reached out to TV's *** Consumer help/investigation team in ******* and am currently awaiting their reply.I seriously need your help.

  

  Business response

  07/24/2024

  Customer's original sink developed rust spots. The sink is made from T-304 grade stainless steel which is impossible to rust under normal household conditions. However, stainless steel can develop rust if exposed to harsh chemicals (such as bleach or acid), or bind to external rust or iron contaminant (such as cast iron pots and pans or iron dust from drill bits which are common in a construction site). We sent customer a replacement, followed by another. Both replacements were brand new, but customer was not happy with either due to micrscopic scratch marks on the stainless steel. These sinks are brushed by hand in the factory, and no sink is going to be "perfect"; there may be small brush marks or scratches on the stainless steel surface that you will notice upon close inspection. These are within tolerance; we have strict QC standards at our factory. Sinks are free of any noticeable scratches or imperfections when looked at with the naked eye from an arms length distance. Stainless steel will develop more scratches over time with normal use. Scratches are not covered under warranty. Customer wants us to keep sending more replacements. There is no way to guarantee a 100% perfect stainless steel sink, if you are going to look closely for microscopic scratches or imperfections in the finish. It's physically not possible for us to guarantee that. In the pictures that customer provided, you cannot notice any imperfections in the normal distance pictures; customer had to really zoom in and blow up the image to show imperfections in the finish.

  Customer response

  07/24/2024

  Complaint: 22005793
  
  I am rejecting this response because:

  It's funny how a large company will spin things and say that when I have now received 3 sinks that ALL have scratches in the exact same area, (regardless of whether they have rust or not), and try to make it sound like its the customers fault by not lowering customer standards and accepting scratched/damaged product THREE TIMES IN A ROW, and try to blame me. The ********** manager had opened the 2nd sink and saw the scratches in the box without ever removing the sink, and somehow RUVATI seems to say that it's likely my fault and/or I should just keep quiet and accept the scratches. Ruvati's subjective opinion was that these are slight imperfections. Isn't that convenient for them to spin this as slight imperfections. If they received three new cars in a row with scratches would they just say oh well, those scratches are slight imperfections? FYI: The ********** trade people and my Counter Top Rep who installs sinks, all noted that this appears to be a tooling/manufacturing problem, but somehow it's much more convenient for Ruvati to blame the customer being too picky about receiving THREE scratched sinks in a row. I have photos to prove that it is not just the grain of the S/S, nor just slight imperfections as Ruvati chooses to spin it as to maintain their reputation. They have a manufacturing issue overseas and I would expect a significant and costly one so trying to bully a small customer by minimizing their problem is a cheap and dirty way to respond to their need to recall their damaged stock. Ruvati failed to also mention that I requested to send the prior damaged sinks back and only wish to get what I paid for. Very simply stated, I wish to obtain a damage free sink. If they cannot do this then they need to initiate a recall and retool their product. By the way, all the scratches are AGAINST the grain of the s/s and NOT WITH THE GRAIN meaning the scratches are not simply how the s/s is brushed. Something scratched each sink in the same spot in their overseas factory prior to packaging it and sending it to the *** warehouse.  Again, it is always so very convenient to blame the customer and hope they whimper down and go away instead of the more expensive solution of resolving what caused the scratches. Please remember that the ********** Manager opened the box in his store with me and saw the scratches so how can Ruvati blame me for using a pot or pan and making this happen myself. This is shameful. My requested resolution to Ruvati was to send me a return authorization so I can send the bad sink back and I asked them to open a new box and inspect it for scratches before they resend to me. I am NOT looking for any free deals or scams. So sad that in this country, you cannot get a damage free product and worse that the **** blames you for being too picky. 

  Action Requested:

  1)  Ruvati, kindly note that my request, again, is to send me a return authorization (prepaid), so I can send the scratched sink back to you and resend me a quality damage free product that you state you stand behind.

  2) I will also incur charges for another sink removal and reinstall. Today I received a written quote from a long time local company called "************************* Plumbing, Sewer, Heating & Cooling" (duaneblantonplumbing.com), for $1,749.00 for this sink removal and reinstall and plumbing hook up. Ruvati will need to be responsible for this as well.

  Now the $250 sink that Ruvati sent damaged 3 times, is costing another $1,749 to swap out and replace it with another Ruvati factory damaged sink. Is this logical? Is this fair? Is this legal? 

  It is frustrating to have Ruvati choose not to inspect their stock and worse, to continue to send out scratched factory damaged sinks to other customers and take the easy road by expecting to just bully paying customers into accepting the damage saying that they are simply just 'slight imperfections'.   Remember my analogy of a new car?  How would Ruvati management feel if THEY bought a new car and it arrived with scratches THREE TIMES IN A ROW and the dealer tried to blame it on them doing it and also said, just deal with it, these are our automobile imperfections.

  My request to Ruvati is fair and respectful so unresolved issues will need further escalation. I wish to not go the lawsuit route unless Ruvati's actions drive this. Ruvati, kindly forward this issue to your legal department and have them contact me or the BBB.  They will need to be aware of the accurate details of this issue and prepare for potential future action if the issue remains unresolved. If no response is heard by end of day Friday July 26, 2024, then escalation processes will take place. 

  

  Business response

  08/02/2024

  We have made arrangements with the customer to send him a 3rd and final replacement for his sink. Once customer receives the sink, he can confirm that he is happy with the new sink and can close the case.

  Customer response

  08/06/2024

  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.

  I now view this company as highly reputably and they stand behind their name and warrantee.  Thank you most kindly Ruvati Team.
  
  Regards,
  
  *************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In January 2022 I purchased a sink with the company that had a lifetime warranty. The sink did not come with a grid. Having had the sink and seen how easily it scratches, I requested they send me the the grid and they refused. They said I needed to buy the grid separate because I waited too long. However, they didnt share where this policy is located and also neglected that the sinkand thus all products that come with ithas a lifetime warranty. Lifetime warranties dont have a window. I want them to send me the grid. Thanks.

  Customer response

  02/02/2024

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  05/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Sink Model #RVG1533WH Order date: February 11, 2023- Lowes I email Ruvati support team early March letting them know sink had been installed but it was defective. The edges were super sharp to the point of cutting someone and about the whole on bottom. Sink in really heavy and I cannot remove and take back to store myself. After several emails back and forth, they told me they would ship me a replacement & would notify me by email with a tracking number. After waiting several months, I emailed them again last week and now they do not show any shipping emails, told me to cover whole with foam and to sand the edges myself. This not acceptable after spending over $800 for this sink. The sink I received does not look like the same sink advertised in their picture. I was looking for a sink replacement since the opening was already cut for this type of sink. I cannot believe I need to add foam and sand a defective sink myself.

  

  Business response

  05/30/2023

  This is a granite composite sink that is manufactured as a single-piece in a giant mold. The shape and style of the sink is dictated by the complicated manufacturing process. All edges are sanded down and polished. Yes, the bottom of the sink has a hollow space under the apron. The hollow is not visible once installed and stays hidden under the cabinet. If customer was not happy with the shape and style of the sink, he could have returned it before installing it. ***** allows 30 days to return the sink for a full refund. Instead of doing that, customer decided to install the sink, and now more than 3 months later he wants us to send him a replacement unit without first sending the old unit back. If customer is not happy with the sink, he can remove it and take it back to Lowes to get a refund. He can replace it with a different sink. Replacing with the same model sink is not going to make any difference. The replacement sink will be exactly the same. The hollow bottom is a feature of the sink and is designed to be hidden once properly installed. Our sink is designed to be light, strong and durable, and to ensure perfect water drainage. A single-piece construction ensures there is no seams and joints that can fail over time. All other granite composite farmhouse style sinks in the market (from any other brand) will also have a hollow bottom.

  Customer response

  06/04/2023

  Complaint: 20095601
  
  I am rejecting this response because it is not about the bottom whole, it is that the sink edges were not sanded down, they are very sharp and this is not what was pictured in the add. The sink was installed in our vacation home and once I arrived it was too late. It was a kitchen renovation. The sink needs to be carry by 2 or 3 people that is how heavy it is. I should not have to pay for a sink removal and also the store does not carry it. When I emailed the company they finally responded after a few emails that they would send me a replacement and would email me tracking information once a shipped. *********** is saying basically Ia am a liar, they never told me that. The sink is defective and it cost over $800. This is not a cheap sink they have in stock at Lowes where you can just return and get another one. Most companies even if you buy from ********** or Lowes, if you call them with something defective, they will send you a replacement or even replace a part. Again, this item is extremely heavy. Also, installers had never seen a hollow sink like this one. So not sure how common this is. Online reviews shows customers having issues with same sink. I am to the only one. My kitchen remodel cost over $20k and I would not be complaining about the $800 sink if it was not defective. This company is not great to work with or will not even send a rep to see their own bad product. Bad ** ***** company not standing behind their product. They think every sink they have comes out perfect from factory. Well, this one did not!
  
  Regards,
  
  ***************************

  

  Business response

  06/12/2023

  For replacement sinks, we require the old sink to be returned first. Once we hear back from customer, our ****************** will be reaching out to customer with RMA# and return instructions. Once we receive the old sink back and inspect it, we will ship out the replacement sink. I would like to reiterate that the replacement sink will be exactly the same as the sink customer already has. The design of the sink is such that the bottom is open. This is to ensure maximum strength while keeping the sink lightweight. Granite composite is a very dense and heavy material. If customer wants to keep the sink as it is, and avoid the hassle of return, we can offer customer a $350 partial refund. The refund can be provided as either a check mailed to customer, or an Amazon gift card. Please let ** know how you would like to proceed.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  During a kitchen remodel, our contractor purchased a Ruvati kitchen sink as we requested; this was in Jan. 2022.The sink was not installed until April 2022 due to a supply chain issue causing construction delays. About two months ago, I noticed cracks in the sink, which have grown since then and are now leaking. These leaks will cause damage to the sink cabinet. I contacted Ruvati directly in Nov. The response I received was that the cracks must have been caused by high impact. I can assure you NO impact has happened to this sink. I was also told this would be passed along to management, and I would hear back. To date, I have heard nothing from Ruvati.

  

  Business response

  01/16/2023

  We have contacted customer, and we are in the process of sending him a replacement sink.

  Customer response

  01/18/2023

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Faucet RVF1290ST on Nov 9, 2019. Hose came apart where sprayer and hose meet. Completely came apart where it crimps. 6/20 sent in warranty request to get hosed replaced. Response was they no longer sell faucets and gave no guidance on where to obtain any parts. This item came with a limited life time warranty. I responded with the limited lifetime warranty and no response given. Ruvati does not honor their warranties. Would rather have my sink fixed than refund but want resolution.

  

  Business response

  07/18/2022

  All Ruvati faucets come with a 1 year warranty ( https://www.ruvati.com/warranty/ ). Customer purchased this faucet 3 years ago, so it is outside the warranty period. Unfortunately, at this time, since this product is discontinued, we no longer carry replacement parts for it.

  Customer response

  07/25/2022

  Complaint: 17537808
  
  I am rejecting this response because: Hello,  I have been sick in bed for the past week.  I just now seen this today.  Can this be reopened?  I am not satisfied with the response.  The product is covered by a life time warranty.
  
  Thanks,
  *****
  
  

  

  Business response

  08/03/2022

  We have requested our factory to send us a replacement faucet. We will be shipping out the replacement faucet to customer once we receive it next week. It will not be an exact replacement, but it will be a similar faucet.

  Customer response

  08/08/2022

  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.
  
  Regards,
  
  ***************************

  Customer response

  08/15/2022

  Complaint: 17537808
  
  I am rejecting this response because:Good morning ******,  I apologize but I would like to request that this case be reopened.
  
  I received the faucet that the manufacturer said they would send yesterday.  The previous email from the manufacturer said this was coming from their factory so you would assume that it was old stock or something MADE BY RUVATI.  
  
  Upon opening it I see that this is a repackaged cheap faucet from Amazon.  The faucet had been removed from it's original box and someone taped together cardboard to make a new box to fit it.  It was very easy to find the exact one from a company called Yundoom  . Please see pictures attached and link below.
  
  It's insulting to think that the company believes this is a replacement for a quality faucet that they produced.  Looking at the pictures you can see how much smaller the replacement is, faucet does not reach out as far, size of pipe is smaller, and the spray handle is plastic.  I paid ****** before taxes and this replacement is less than 60 dollars on amazon.  This was a center piece of our kitchen.  The quality and visual appeal is not the same.  Also, amazon rates it an F.
  
  I just want my faucet fixed.
  
  
  https://www.amazon.com/Kitchen-Sprayer-Yundoom-Brushed-Farmhouse/dp/B09NHQQ27H/ref=sr_1_5?keywords=yundoom+kitchen+faucet&qid=1660567716&sprefix=yundoom+kitchen%2Caps%2C255&sr=8-5
  

  
  

  
  
  Regards,
  
  ***************************

  

  Business response

  08/29/2022

  We have gone above and beyond to help solve the issue. Based on our last communication, we agreed to send a new replacement faucet from our factory. We explained that this would not be an exact match. It will be a similar style faucet. Our customer agreed to it. The faucet our customer purchased originally was discontinued more than 5 years ago. We do not carry or make that faucet any more. We requested our factory that used to make that faucet to send us the closest match from one of their current faucets that they make. We shipped that faucet to customer. It's not a ******************** faucet. It's not the branded faucet our customer is referring to either. This was a non-branded faucet that we received from our original factory that we had partnership with. If it looks similar to another faucet our customer found on Amazon, we cannot help that. There are ****s of faucets on Amazon that look very similar.

  At this time, we have done everything we can to meet our customer's requests. We have sent him a replacement faucet that he agreed to. It's a new functioning faucet that looks similar to the one he originally purchased. If he is not happy with it, unfortunately, there is nothing else we can do. This was a faucet that our customer purchased more than 6 years ago. It is past it's original warranty period of 1 year. Moreover, the leak in the pullout hose is considered a wear and tear and is not covered under warranty. Nevertheless, we went out of our way to help out our customer and sent him a new replacement faucet. That's the best we can do at this time.

  Customer response

  08/30/2022

  Complaint: 17537808
  
  I am rejecting this response because:  The provided faucet was not comparable at all.  I accepted it previously because the company made it sound like they were getting a comparable faucet from their factory which sounds like THEIR faucet.

  When discontinuing products the company makes no effort to point customers to where they can buy replacement parts if they will not honor warranties.  The original response I received was "try delta or ****".

  I will make sure that I will not buy products from this company again.

  
  
  Regards,
  
  ***************************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased 8/24/2021 for Kitchen Renovation. The renovation was delayed several times. Once we opened the box the Ruvati Sink came in, the rinse grid is the incorrect size. When I contacted Ruvati, they will not send the correct grid and require me to purchase the grid for ***** I have tried calling the company directly for help and can never reach anyone. Always directed to go online and submit warranty claim. We just want the correct piece to use our new kitchen sink.

  

  Business response

  03/03/2022

  We shipped out the replacement grid to customer free of charge. *** tracking # 1Z0109FX0393353819 . Thank You.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Ruvati faucet in January of 2016. The faucet that I purchased has a Lifetimr warranty. On January 14, 2022, I contacted Ruvati to troubleshoot a leak in the faucet and was notified via email that this faucet is out of stock and that I should try to obtain parts on my own (no troubleshooting of what parts to obtain was provided). I notified Ruvati that this faucet has a lifetime warranty, however, Ruvati never responded back to me. I called them again and left them multiple messages and emails asking for a resolution. The lifetime warranty guarantees a repair, replacement or a refund for a malfunctioning product That issue has not been addressed at all. I would accept a resolution of a refund, replacement or repair.

  

  Business response

  02/14/2022

  Customer contacted us regarding replacement parts for a faucet that we discontinued several years ago. We no longer carry this faucet, or replacement parts. Customer purchased the faucet in January 2016. It came with a 1 year warranty that has since expired.

  Customer response

  02/14/2022

  Complaint: 16702359
  
  I am rejecting this response because: When I purchased the faucet in 2016, it came with a Lifetime warranty. The warranty says: "All Ruvati sinks and faucets carry a Limited Lifetime Warranty for residential use." I have attached the warranty letter to this response as well. I am astounded that Ruvati is responding with a 1 year warranty to this claim and hopes that it closes this issue. In my email communication with Ruvati prior to BBB's involvement, I had already informed Ruvati that the faucet was purchased with a lifetime warranty. Ruvati never responded to that email and ignored my claim. When I reached out and talked to a customer service representative on the phone, they simply told me that they will not comply with the Lifetime warranty that they issued. This simply confirms that the warranty that they issued never meant to be fulfilled. I am concerned that this warranty looks like a fraudulent promise by Ruvati in order to take advantage of the customers and unfairly compete with other businesses. 

  Since Ruvati admitted that they do not sell faucets and do not have any replacement parts, I would be open to excepting a refund for the defective product. 

  
  Regards,
  
  *******************************

  

  Business response

  03/03/2022

  Ruvati faucets come with a 1-year warranty: https://www.ruvati.com/warranty/ . We will honor customer's request and provide the replacement part. Currently, we are out of stock on the replacement valve for this faucet. We have reached out to our supplier. Once we receive the part, we will send it to the customer for replacement. ETA is 6-8 weeks. Thank you for your patience.

• Initial Complaint

  11/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered this sink from ****** in January 2021 as part of a kitchen remodel. It was installed and we have been using it since June 2021. Unfortunately, 6 months later in November 2021, the sink has a chip in the front. Neither my husband or I have dropped anything on the edge of the sink. We thought that surely it would be covered under the warranty that Ruvati states that they offer on the quality of their product. We especially thought this would be the case since we did nothing to cause the chip. However, Ruvati will NOT stand behind their product and their solution was to send us a link on "how to" repair it ourselves. Ruvati WILL NOT stand behind their product which should not chip on the front or anywhere else after just 6 months of use. This sink is obviously a weak, faulty product.

  

  Business response

  12/13/2021

  Fireclay sinks are extremely strong and durable but they can still chip or crack if they sustain a heavy physical impact. Physical damages are not covered under warranty.
  
  

  Customer response

  12/13/2021

  Complaint: 16159592
  
  I am rejecting this response because: WE DID NOT DROP ANYTHING ON THE SINK! That's the point of the complaint.  If we had dropped something on the sink, I would not file a complaint.  Part of the Ruvati brand name is also missing from the back of the sink. They obviously sold a faulty product and then make any issues the customer's problem.  Appalled at their lack of concern over selling an inferior product and then washing their hands of any responsibility. BUYERS BEWARE. DO NOT PURCHASE from this company! 
  Regards,
  
  ***********************

*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. ↩