KOHLER Signature Store by Facets of Austin

"DO NOT SHOP HERE: we purchased one of their most high end faucets and within a month it broke apart and sent water everywhere. They say they have a lifetime warranty on it, but what they mean is they will fight you at every step to replace defective faucets, will do the bare minimum to replace parts, AND IN NO CIRCUMSTANCES will they send a service rep to help. We received the replacement faucet and it too broke within weeks. We’ve spent 3x the amount on plumber’s services than the cost of the faucet, and now need to purchase another faucet from somewhere else. $5K down the drain (literally)!!!"

"Each time I visited this store, I was pleasantly greeted and provided great customer service by Brian Rogers. He was knowledgeable on products and always went the extra mile to find selections for my needs. Brian also followed up promptly on all my email and phone inquiries allowing for a great customer service experience outside the store as well. Thank you, Brian!"

"Despite a fairly reputable brand, this store had a full lack of customer service. We spent thousands of dollars at this location, trying to invest in local stores (despite the products being on Amazon), and they charged us a 25% restocking fee for two faucets that never left their warehouse. We waited weeks for these items to arrive to their warehouse, and were forced to order a different set of faucets elsewhere so we could use our bathroom. When we informed the store, they told us they would only refund 75% of the purchase price because the remaining portion was a restocking fee. There wasn’t an option to pay for shipping from the warehouse back to storage. We tried to explain the situation, and they refused to issue a full refund for an item we never received."

"0/5 stars purchasing items from this showroom. My husband and I ordered a few thousand dollars worth of items from a sales associate that mostly all had to be shipped in. She gave us the estimated shipping time and told us she would be in contact when they arrived. We never once received ANY correspondence on items being available for pickup. Instead, we had to constantly call and ask. It was incredibly difficult to even reach our associate. Other employees didn’t want to help. Most lead times were wrong. We are just now learning our last item is available to pick up at the warehouse-it was ordered in July of last year and no one even let us know. I understand things are crazy right now, and lead times change, but at least have the decency to update your customers. Pro tip: look at the items in person at the showroom, and order them off Kohler’s website. You’ll receive them faster with far less hassle."

"The overall experience has been disappointing. We remodeled three baths so the purchase was reasonable in terms of dollar value. One of the order was incorrect, which was rectified. In some cases, I had to go pick up the items myself which means multiple trips to the warehouse. The returns are a mess because they need to be returned at the warehouse. Then there is 25% restocking fees for even unopened items. In our case, it was a simple unopened knobs which were to be returned. The warehouse did not accept them on two occasions and then gave a later date. Finally convinced these folks to accept the knobs at the store. Then the refund itself I had to chase multiple times because they kept dropping the ball. There appears to be no process and the entire experience is lacking in several aspects. Try to find another store with better service if you want to buy Kohler."