Hansgrohe

P J.

I'm a general contractor and my client supplied a Hansgrohe shower valve, head, and tub spout for their bathroom remodel. About two months after we finished the project my client called and informed me the shower started making weird noises when the hot water was running. Not the cold just the hot, which is a clear indication of a part failure (not sediment buildup like they later claimed). So I called Hansgrohe and they agreed to send replacements parts to honor their warranty. When I questioned them about reimbursement for having my plumber go out their to switch out the cartridge and spout they said they would need an invoice and proof that the parts were defective in order to pay for the labor. I was also told it would take two-three weeks to receive the parts. We'll it ended up taking 3 months to get the parts. Once we replaced the spout and cartridge the problem stopped. We took a video showing the replacement parts fixed the issue. When I called them to submit the video and invoice for the plumbing labor reimbursement they said they would not pay the labor. I got every lame excuse in the book and the lady I spoke with was just rattling off a playlist of excuses. So now I'm out $350 because Hansgrohe has decided to go back on what was promised to my client and I. I have had a few warranty part replacement issues over the last 20 years of doing remodels. First time ever having any issues getting reimbursed for labor from a manufacture's defect. Save yourself the headache of buying these cheap poorly made products and go with a brand who cares about their word and makes a quality part they will stand behind. Don't end up being the one who has to pay for their poorly made products. I learned my lesson on this project and will not install or recommend Hansgrophe projects to any of my clients.

Jasmine L.

I have a 10-month-old kitchen soap dispenser that failed. I telephoned customer service, whose rep went on a long tangent of how to care for the failed 2 dollar piece of plastic in the pump, without ever really answering my question: can you send me just the 2 dollar piece of plastic? I emailed my proof of purchase, ans they sent me an entire new pump! The new pump is completely different, and the 2 dollar plastic pump part doesn't fit the older one. What am I going to do with that? Hire somebody to replace the entire thing?

Greg H.

I sold to my customer a shower system and the valve stops are leaking. Tried to get parts, spoke to customer service twice. First time I was told I will receive parts in 2 weeks. Over a month later nothing. So I called again. Another month out for parts and then I was hung up on. I sell a lot of plumbing fixtures. NO MORE Hansgrohe. The local sales rep for the company was not interested to even get involved. I am ordering a new shower set up since I do not want to rip the entire shower apart. I will take the parts I need out of the new box. Crazy and the worst service

Lauren Y.

I had to worst experiences with the Hansgrohe hand shower. The hose pop out one morning while showering. I was attacked when it came off. I sent the shower back to the company. They claim this product is discontinued, they can only replace my white hose with an chrome one. Why bother with lifetime warranty if they can honor the part? Instead of replacement unit. they will try to find parts to replace my unit? Since my shower head is white, they will have to replace pieces of each unit with chrome. Whey the hell they can't sent me another complete unit!!!!! This is unbelievable!!! PLEASE DON'T BUY ANYTHING FROM THIS COMPANY!!!!

Mae L.

I purchased the Talis s series kitchen faucet 7 years ago and have never had one problem with it. I absolutely love it. I am building a new house and am going to go to eBay to buy the exact same faucet. The looped handle series is no longer available, so eBay it is. My faucet is the steel optik and looks just as beautiful today as it did when it was installed. Sorry so many people had bad experiences, but I'm a Hansgrohe girl for life.

Shannon D.

If I can give them less stars I would. I love the product design but their customer service or lack of business ethics are second to none. I ordered a faucet for a powder room renovation and when it arrived I realized it was too large for the space. Hansgrohe made a sister faucet in the same family; so I decided to exchange. I was informed of the 20% stocking fee charged by Hansgrohe for returns which was unsettling. However, several weeks after i sent the faucet back, I was informed by the retailer that they denied my return due to scratches on the product. The product was literally out of the box for 2 minutes! I have since gotten the faucet back and cannot even identify where the alleged 'scratches' are. Bottom line this was a $600 mistake on my end; so I am taking time to make sure you do not run the same risk. Avoid this company at all costs!

Daniel P.

These are very expensive products and are pretty good until you need a part. I am a plumber and today encountered a 10 yr old Hansgrohe shower valve that was leaking. It needs a new cartridge. This cartridge does not resemble anything on the internet and is not available in Boulder. My supplier is currently searching. Meanwhile, I called Grohe tech support to see if they would provide a cartridge under warranty. NO. This customer service does not compare with Delta or Moen, both of whom have provided parts for much older faucets. If you love the cost of repairing a Mercedes, you'll love Hansgrohe. Edit: Just got a call from my supplier; New Cartridge $200.

Bobbie F.

In 2014 I installed the Hansgrohe Axor Montreux bridge faucet while remodeling a kitchen. In 2018 it started bucking and shuddering; I'd have to turn it off and on a couple of times to get full flow; and the handsprayer pressure went down to useless. A plumber suggested a pressure regulator on the house ($400+), which had no effect. Then he took a closer look at the handspray diverter and told me it needed to be replaced. Naturally the faucet was discontinued, so Hansgrohe could not replace the handspray diverter. They agreed to buy back the faucet (I covered shipping), but they had no other bridge faucets to offer in its place. There were few in the market that matched the specifications and counter holes, but I finally found one by Rohl for $500 more than I'd paid for the Hansgrohe one. I was responsible for the cost of installing the new faucet ($300). Total extra cost to me for the honor of using a Hansgrohe faucet: $1,498.37.

Cecil W.

Don't Buy. Ordered a bathroom wall-hung faucet as part of a gut rehab in mid-August. Kept checking on it, was told it was at the plumbing supply warehouse - but in fact, it wasn't, and FINALLY was told, in early September, that it would arrive in mid-October. OK, that meant it would arrive just as we were ready to finish that bath. OOPS, no, checked again (NO ONE FROM HANSGROHE EVER CONTACTED MY PLUMBING SUPPLY OR ME TO SAY THERE WAS A DELAY), AND IT WON'T BE IN UNTIL MID-NOVEMBER!!! So, thank you so very, very, very much Hansgrohe - I'm facing Thanksgiving guests without an operable bath (the one we're using has water damage and isn't fit for guests). No explanation, and the fixture is unique enough that nothing else will really work. If they'd been honest up-front, and provided accurate information, at that point we COULD have plumbed for a different fixture. But now the wall is all closed up. Hansgrohe, watch out - he** hath no fury like a woman who has no bathroom for her Thanksgiving guests.

Lawanda A.

Trying to replace a broken sliding bar handle in the shower on a 10+-year-old unit. Tried all the hardware stores and everywhere online. No luck. Did a Hail Mary and emailed customer service at Hansgrohe. Within a day or two I got a personal response, they found the part and put it in the mail no charge no questions asked. This is fantastic customer service almost unheard of in 2020. Devon Polk deserves a lot of credit.