Hansgrohe

fred f.

Expensive kitchen faucet failed in less than 5 months. Small drip turned into raging leakage from the handle. Four contacts with customer service over 7 days, lots of time on hold (I am still on hold), and still zero confirmation of a tracking number for a replacement for the failed cartridge. I thought it was an upgrade from Pfister, but it was not. At least Pfister was quick to ship warranty parts. If you like washing your dishes and pots and pans in the bathtub this is the faucet for you. Big fail!

One Hit O.

Certified Master Kitchen and Bathroom Designer (CMKBD), retired Over 1000 kitchens and bathrooms remodeled. Have REGRETABLY used Hansgrohe in large percent of bathrooms. Product is design, not quality focused. Engineering uses vast number of unproven parts to achieve look. Then TRY TO ORDER A REPLACEMENT PART! They cannot identify the internal part required. For ONE YEAR we have not had use of a shower in my own home because the parts ordered at Customer Service direction did not fit. Offered to buy new valve, not just cartridge, no response from Customer Service. Asked about great deal on all new Shower Tower, way more than any customer should consider, NO RESPONSE FROM CUSTOMER SERVICE. Hansgrohe! Your marketed shower tower does not allow other replacement showers without reworking tile. MAYBE ENGINEERING AND MARKETING SHOULD BE MORE THOUGHTFUL LESS FLASHY? So, do not buy Hansgrohe. The company has no regard for long term relationships.

David 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.

Da B.

Our house is outfitted with their product and we have been extremely happy not only with its look but its function as well. The one time we had an issue with a faucet (five years old) it was immediately dealt with by their customer service who stand by their product and their customer. With their help, we attempted to rectify the visible leak with a replacement part they provided. When that didn't work they replaced the whole unit. Specifically, we dealt with Devin Polk who was attentive, responsive, and efficient.

Jeong K.

Poor customer service over the phone. I just got off the phone with Kelly Waldron. She seemed annoyed I was calling about a part I needed replaced. I did not like the tone of her voice and her rush to get off the phone when I felt I needed assistance. You guys should record your calls to improve service. The rest of my home has Delta and the 3 times my wife and I have called them, it has been a great experience. Super knowledgeable and helpful reps there. I will buy a new Delta kitchen faucet rather than replace a part with you guys.

R M.

I have a 10 year old Hangrohe hand held shower which has started leaking. 2 years ago when I needed a new hose and holder the person I spoke to at customer service was very nice and helped me identify the right parts and then sent them at no charge under the lifetime warranty. Awesome customer service. This has all changed for the worse. The person I spoke to Friday was no help. She told me that leaking is normal wear and tear and the lifetime warranty doesn't cover that. So ok, I'd like to buy a replacement then I said. She told me to look online and I could buy whatever I wanted. Absolutely zero help and very frustrated trying to find a replacement part. Hello Hansgrohe... this is not the kind of customer service you expect for products that cost a premium over other brands.

R K.

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.

Consumi R.

James Shadwell is the man! Also big thanks to Hansgrohe for sending the spare parts very fast to Hawaii from Georgia! This is ridiculous that I email these guys one week about my kitchen faucet and it's from 2008 or 1987 and they were able to find the exact parts to replace it with (by the images I send to their email response) and send it to me within a week! My sink is now leak free. These guys really need to be given some credit. AMAZING! GREAT COMPANY! So glad I have a Hansgrohe faucet

Timothy B.

Recently, 8-18, purchased a Lady Lux 32-398 kitchen pull down faucet. First one leaked at the head, hot water side immediately, took it back and was given number two. Installed it and two weeks later it to leaked at the head, hot water side. Took it back for number three, Installed it and noticed the handle is hard to turn and the rotating cover wobbles as you rotate from hot to cold. It also makes noice when you adjust the temperature. My four phone calls to customer service were nightmarish. Claiming I have to check water pressure. Second call I was asked to send a video which I did. Third call, 6 hours later to find out if the watched had video, they had not. No return call just instructions of how to disassemble the brand new faucet. Rude, argumentative and condescending. Good luck. No stars from me, I sure miss my Franke

Georgia A.

They are really rude! Have a 4 year old kitchen faucet, company keeps sending me faulty cartridges to fix it, but I shouldn't spend nearly $1000 on a faucet that leaks and I have to call a plumber each time to repair it. Company refused to replace faulty faucet, but just keeps sending me replacement cartridges. They say it's not supposed to last forever.. can you believe that? It's only 4 years old! Also, Customer Service Rep was short and hung up on me. These guys suck!