Waterstone Faucets LLC

Diane Q.

I placed order for samples on May 1. The only way to purchase samples is using a PayPal account so I reactivated an old PayPal account. Called on May 2 to inquire how long it takes to receive samples. I was informed that it would take 2 to 5 business days as they stock samples. I also updated the shipping address on the order. Three weeks later I had not received the sample so I called to follow up and they stated that ""PayPal had not pushed the order through yet"". I think we all understand this isn't how PayPal works. I was told they would investigate and call me back. No one called me back. I filed a complaint with PayPal and then upon receiving the complaint, Waterstone called me and said they just received the order almost 4 weeks later. I asked to cancel the order as I no longer needed the samples. They assured me they would cancel the order. one week later I received an email stating my order had just been delivered. I verified the tracking information and saw that the order was actually shipped to the old address, not the one I asked them to update. I called and spoke to David who assured me he would issue a refund. One month I still haven't received the refund and I called and followed up. Christian informed me that he couldn't look up my order without a copy of my order and required that I email him proof of order. He stated he was unable to look by my name or address. Now Upon pushing him a little bit, he admitted ""that it would just be much easier for him"" and seem to doubt my story. For a luxury faucet, I suggest you shop elsewhere as you receive much better customer service without the attitude.

Rob L.

I contacted the Waterstone Faucets customer service line because I had a leak in my faucet. Without hesitation, David correctly diagnosed my problem and sent me a replacement cartridge, which arrived within two days. I installed the replacement cartridge, which worked perfectly except for the old screw that secures the handle was bent. I called David back, and without hesitation, he sent me a new screw. Fantastic Customer Service! I would highly recommend Waterstone Faucets for their beauty and their customer service for their high integrity.

J E.

Excellent customer service!!! I have purchased two faucets and their service is unreal. It's like it was 30 yrs. ago. I feel honored to have owned two!

Maggie W.

These are the best faucets we have ever had. We put them in our kitchen when we remodeled 10 years ago and they are still perfect. This is the only type of faucet we would ever get. Great company and great customer service.

jessica g.

I just bought a home that was built in 2008 and had a waterstone faucet with a small leak in the hose. I called customer service and without hesitation they send out a replacement hose free of charge. The CS rep Kristen was amazing, knowledgeable, and friendly. This is an amazing company. I'm about to do a remodel and will be ordering all Waterstone !!!

John R.

I installed one of their products about 5 years ago that recently had a low flow problem. Their technical staff properly identified the problem over the phone and supplied the needed replacement parts under the lifetime warranty.
I am not a plumber but they walked me through the replacement process (very simple) and saved me the cost of a plumber.
All of their staff were courteous, professional and responsive.
I will definitely use this company in the future.

Dino R.

I am a Watestone Dealer. In fact, one of the largest in the country. I sell at least a few faucets every week and have been doing so for over a decade. My customers rarely have a problem and when they do, I ask them to call a specific person at Waterstone and I ask them to call me back when the issue is resolved. I then ask them to rate the customer service from 1-10. Every single customer has rated Waterstone as a 10. When I read about customers who have complaints about Waterstone I can tell the issue is either a poor quality installation or a poor quality dealer offering the product. With literally hundreds of sales per year and less than 6 issues per year (all minor), I would think I would have a reasonable feel for the quality of the product and service. I have sold other products such as Kohler, Delta, Grohe, Herbeau Creations, and many more. They all were far more problematic and lacked the high degree of customer service I recieve and my customers receive.

Bill M.

Looks very nice and is stylish. That's what we liked. Problem is when you pull nozzle out fully it gets catch up under the sink. Have to crawl under and pull it loss to retract. Too many hoses going into too small an area. Called and they just said plumbers fault. Never had this problem with much cheaper prior faucet

Scott B.

So roughly a month after installing roughly $5000 worth of waterstone product in my kitchen, our airgap switch stoped returning. My wife called waterstone and they instructed her to ""take the switch apart"" and see what is wrong with it. She's a school teacher lol. So I called and asked them to expand on their recommended corse of action.
I was also asked to take it apart. I am a pretty handy guy let's say, but disassembling this component is well outside the ability of 98% of the consuming populous. Nearly every component is threaded and soft material.
Long story short, I took it apart, chucked a couple poorly machined components in the lathe, and put it back together. It works now.
Disappointed in the service and the product.