"I am disappointed with American Standard’s customer service as well as the misleading product information. I emailed their customer service over a month ago with my initial complaint email but they have not responded, also ignoring my follow-up email.

I recently received the enameled steel American Standard New Salem 0255.112 bathtub that I ordered from Supply.com.

My complaint is regarding their specifications on the American Standard New Salem 0255.112 bathtub. The product description and spec sheet downloadable pdf from American Standard website states that the tub’s Bathing Well Depth is 13-1/4". The depth from the bottom of the tub to the overflow opening is actually only 10.5”. The whole reason I went to so much effort to order this particular tub online and didn’t just go buy something from the local Home Depot or Lowes and even endured a poor shipping experience with Supply.com was because I was led to believe that this tub had a greater soaking depth than it actually does. I fault American Standard for providing incorrect information that has simply passed on to distributors like Supply.com, as I have seen the same incorrect information on other American Standard distributor websites, including Home Depot and Wayfair. When I called American Standard to clarify what 13-¼” was actually referring to, the customer service representative unsympathetic and acted as if it was obvious that a 14-¼” tall tub could not possibly have a water depth of 13-¼”. While “Bathing Well Depth” may literally refer to the height from the floor to the rim of the bathtub but, this is not how “Bathing Well Depth” is used by the bathtub distributor industry across the product information for consumers when looking at any brand or model of bathtub. I have seen it used interchangeably with “Soaking Depth” (from HomeDepot.com) and “Water depth below overflow” (from Wayfair.com). The customer service representative was unsympathetic and did not offer to find a way to communicate within American Standard that this misinformation in their literature needed to be corrected. His only suggestion was to buy an American Standard deep soak drain model in which the overflow is higher by a few inches higher than with a standard overflow. That product cannot not be purchased soon enough as I can’t find it at a local home improvement store and would have to order it online. Had I known that the depth information was incorrect, I simply would have purchased a tub at the local home improvement store and not held up my building contractor’s project by 2.5 weeks waiting for this tub to freight ship and be delivered. Instead, I ended up having a bathtub that I don’t want installed in our new addition.

Nonetheless, we needed this building project to move forward. I inspected the bathtub for dents or scratches when I received it. There were none so I let the plumber know the bathtub was ready to install. I noticed soaking depth of only 10.5” the next day. I had just assumed the bathtub would match the product information. I couldn’t possibly delay the building project or even ask that of the building contractor and plumber’s valuable work schedule again on account of this bathtub not being what I was led to believe that it was, so it was installed as is.

It was frustrating and disappointing to not even receive a decent acknowledgement of my complaint.
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