"I placed and order on 12/30/22 for a repair kit for and old outside Hydrant the need repaired. I received and email that because of the holiday this order would not be processed until 1/3 and they didn’t stock this item and would have to have it shipped, ok not what i wanted but i understand. On 1/9/23 I sent an email asking for up date on progress it hadn’t arrived yet On 1/13/23 I called customer service and ask for an update, was informed the product had not been received at their store and didnt know when it would show up. At 9:50 am I sent an email cancelling the order because I felt It had been long enough and I had found this product at another vender that had it in stock and could have it to me in a couple of days. At 4:16 pm they sent me an email that the order had shipped i checked with Fedx and the shipping label was created at 4 pm. plenty of time to have cancelled the order. I received an email explaining the I had accepted conditions that didnt allow me to cancel. these conditions basically explained if it had shipped to their store I would have to pay a 15% restock fee, ok didnt like that but i could live with that. the store sent this product after I had cancelled basically tried to bully me into keeping the product that I had cancelled, didn’t apologize for their mistake. This item could of been dropped shipped form their supplier which would of speed things up, if they would of told me the item was at the store I would of waited because it had arrived, and would be on its way soon but none of these thing happened. **** poor customer service I will keep this and not fight for a refund minus the restock fee because this order is under $30 but I will not buy anything from the company and will not recommend them."
"Downloaded a faucet parts list from the internet, went to the Chicago Faucet Shoppe site & ordered the wrong parts. After the CFS rep took time to explain, it was apparent the manufacturer’s parts list was incorrect AND CFS helped get the right parts. "
"Possibly the worst internet buying experience ever. Ordered parts for a commercial faucet and drain. Day after I get an email back ordered 10-21 days before they receive the parts. Charge my credit card the moment I ordered and mark the order as shipped so I cannot edit the order. On the website it says both shipped and back ordered. How can you ship an item you don't have. Have not responded to any emails I have sent. Phone calls go directly to voice mail also not responded to. Stay Away!!! They are terrible. "
"I ordered 2 faucet rebuild kits, 13 days later I still have not gotten an email for shipping. I called 3 times talked to the same guy all 3 times, he keeps giving me the run around, I emailed them numerous times no one responds back. I have a customer who has been waiting to get there faucet fixed and I have no words to tell them because of Chicago faucet will not respond back. I have already paid for these kits and nothing has been shipped, I will never order from these people ever again, I will call them tomorrow and cancel my order , they better refund me in full or I will get the bbb involved. The guy I talked to should be fired and should never work in customer service ever again. He was suppose to call me back 2 days ago and never did, worthless customer service.
Update: I called them back this morning and told the gllady I want s full refund , she said no problem, and that she will work on it today and email me with a confirmation number for the refund, they close at 5pm , as of now no email confirmation, I guess I will wait till Monday to see if I get that email refund confirmation. Ridiculous how bad there customer service is. It seems like they only hire people with horrible customer service skills. "
"If you want to have a nightmare or to be treated like an fool, you don't need to read further, just go ahead and place your orders with them. Good luck!
Placed a USD260 order for Dornbracht and Grohe spare parts on 05 Sept with this company and received nothing at all. My credit card was charged on the spot of order confirmation, and full settlement has been made. I couldn't remember how many email tracers I had sent but they just kept giving the excuses on the items were in backorder status. There's nothing they could do but asked me just wait and was no use of getting too excited! I just couldn't believe world class companies like Dornbracht and Grohe fail to give any feedback on their delivery plans. I did make enquiries before placing the order, I had never been informed they didn't have the items I needed in stock either. 6 weeks have passed, still nothing. I got annoyed and requested for the order cancellation and asked them to treat their customers fairly and in an honourable way. Got the reply that they would ship out my order on the same day and they promised they would see to it happened. So waited, another 5 days were gone, obviously no shipping details, order was still pending in their system. The whole case has become too suspicious that top-notch companies like Dornbracht/Grohe would fail to give any delivery schedules for an order that was placed more than a month ago? I therefore got in direct contacts with both Dornbracht and Grohe, and the shocking news was that they both confirmed that ChicagoFaucetShoppe is NOT one of their authorized dealers! Now no wonder why they could not ship out my order nor giving any delivery plans – they just simply wouldn’t get hold of the items directly from the manufacturers! The so called back-order status was just excuses and was totally rubbish! This is outrageous, I therefore wrote to ask for an immediate order cancellation, and I would initiate a chargeback process with my banker against them. A quick reply from them saying my order was then cancelled and was deleted from their ordering system. They mentioned since I have initiated a chargeback process, they will deal directly with my banker on the refund and will not respond to me any further! Now, who knows if they will really issue me a full refund. Afterall, why couldn't they just do it straight away and give me all the money that they have taken from me for nothing! I want my money back, no questions ask!
This is the worst company I have ever dealt with! They just use the dragging strategy on their customers for items that they can't deliver. They treat their customers as idiots by blaming everything on the top-notch companies in the plumbing industry. An absolutely not trustworthy and dishonourable company! A nightmare! Be alerted!
I will report this case to both Dornbracht’s and Grohe’s US offices as well as to their German HQs for an unauthorized company is claiming to be able to supply their products but actually could not. Such business behaviour is putting their hard-earned reputation at risk!
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"I don't even know where to start. I bought a grohe faucet for a kitchen remodel I was planning to do. It was approximately a year after my purchase that I finally hooked up the faucet and found out the bubbler did not work. I had lost my receipt in our move and Grohe refused to honor their own 10 year warranty. The did tell me what parts I would need to fix the faucet so it would work correctly. My second mistake!! I purchased those parts from Chicago Faucet Shoppe and received them a couple of days ago. I installed them (the pull out head and hose) and found that there was no change in the performance of the faucet. When I contacted Chicago Faucet they told me that I could not return it because it was now used. All of this after having waited 3 weeks to receive this junk. So I now own an over priced faucet that doesn't work and $133.00 worth of defective part from Chicago faucet. Avoid Grohe and Chicago Faucet unless you enjoy getting taken. George Gillette"
"Shower faucets were leaking while on and gave a constant drip while off. The neighborhood box store only has current stuff which would not work. Luckily I could make out the word CHICAGO on the cartridge fitting. Took a few pics of my old cartridge and sent them over to Leti. We suspected the right part numbers, but she told me to hold off on placing an order until her technician could evaluate my pics and make the proper assessment. Voila! Order placed and a few days later, the cartridges came in. My 10 year old son help with the install and we're no longer wasting water!"
"Do not....NOT....NOT order from this company. They do not answer inquiries about orders that have not come, even though they were paid for. Do NOT order."
"We tried to order out of production items which made a mixup in the order. Leti brought us back on track and we ordered 2 full matching bathroom sets from the elegant Cifial brand. We were treated professionally through the change orders and we are now excited to get just the right finish and design for our house project. They sure aim to please."
"I have a 25 year old Chicago Faucet, and the washers finally gave up the ghost. Unbelievably Andrew found the part which by the way has a 30 digit identification number and had it shipped the same day. Thank goodness we don't have to brush our teeth in the kitchen sink much longer. Three cheers (and five stars) for the Chicago Faucet Shoppe.
Geoff W"
"Was looking for an early 1920's faucet cartridge and handles. CALLED and was TOLD by the order person what I needed and placed order.Unbeknownst to me they outsource. they order the part from another company and that company sends you the item. OK so they sent the wrong item.... non returnable to the tune of $100 for 2 cartridges and 2 handles. Called the number on the packing slip. guess what! they fulfill Chicago Faucet Shoppe's orders!! They tell me I will have to get in touch with them and 'good luck' Right. This company is not willing to admit THEY made a mistake. I was told under no terms would the order person have suggested what part was needed but would have only sent from a part number. The plumber as well as another person confirmed this was not the case and was TOLD what the item number was. I spoke to the person in their returns and she was willing to give a refund minus 35% restocking fee or store credit with 25% stocking fee! Why on earth would anyone want store credit from this company. The customer is wrong attitude is why I guess they only have a 5.7 rating out of 10. BUYER BEWARE. unless you actually have the part in hand and actually see the part you are going to purchase in person, try someone else."
"Did not have item in stock, was told that it would be ordered and would take 6 weeks to arrive. After 6 weeks, I emailed asking the status of my order, and it ended up that the part was no longer available. This company should not list items for sale that are not available."
"I purchased a Symmons shower setup from them. Not sure why other customers are upset, they shipped the item fast and I have no issues. A+ here"
"I purchased a new toilet seat from Chicago Faucet Shoppe recently.
After just a few weeks, I noticed a part on the hinge of the seat starting to separate. I called customer service, spoke with "Amy", and received a replacement within a few days. No hassle, just fast and polite service. It was a real pleasure dealing with this company."
"Excellent customer service!
They accepted my return and got credit for another purchase even though it was my mistake to order the wrong parts.
I will highly recommend them and do business again.
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