Complaint Review: Grohe America - Nationwide
Ripoff Report on CBS 19
Ripoff Report on CBS 19 - Global Marketing Alliance
Ripoff Report on ABC 15 - Smart Shopper
Ripoff Report - Girls Gone Wild
Ripoff Report on Fox 11 - Car Repair
- Author Not Confirmed
- Grohe America Nationwide USA
- Phone: 1 (800) 444-7643
- Web: https://www.grohe.com/us/
- Category: Plumbing
Grohe America Grohe Poor Response to Valve Cartridge Replacement and Refund Requests Nationwide
*UPDATE Employee: We would like to resolve your issue
Show customers why they should trust your business over your competitors...
listed on other sites?
Those sites steal
Ripoff Report's
content.
We can get those
removed for you!
Find out more here.
Ripoff Report
willing to make a
commitment to
customer satisfaction
Click here now..
On December 17, 2016, I contacted Grohe through their online messaging system, requesting a replacement for the cartridge that corresponded to the Grohe tub-shower-handle trim I uploaded a picture of.
The representative replied by only saying (1) that multiple cartridges are associated with that trim; I'd have to remove the handle/faucet and see the valve or cartridge in order to ID the cartridge I needed and (2) multiple ways I could *Purchase* the needed cartridge. No words anywhere near resembling "please reply with the needed cartridge info and we'd be happy to send you a replacement cartridge under our lifetime warranty program policy."
Below is the reply I received, with the rep's name removed, due to his likely-hopeful-embarassment over his failure to reinforce their intention to replace the cartridge for free:
"That trim has been used on multi valves. You will need to ID the valve in the wall to be able to order a cartridge.
You can purchase directly from Grohe. You can follow this link to our online parts shop. shop.grohe.us/
If you would like to purchase the parts from a Grohe dealer here is the link to find a dealer in your area. grohe.com/us/5645/where-to-buy/
You can also contact a Grohe Specialist at Build.com to purchase the part. You can contact them at 855-482-5074.
You can also order parts through Amazon.com
xxxxx
Email Customer Care Support Rep, LIXIL Water Technology"
Long story short, for the sake of speed and frustration-avoidance, I ended up buying the cartridge and then writing to Grohe -- by regular mail -- for a *refund* for the $123.44 cartridge.
Their response again was not what I asked for. This time, they are sending me a cartridge, which of course I no longer need! I want the money I had already spent on the new cartridge.
If any truly-customer-service oriented Grohe personnel are out there responding to these ripoff complaints, I'd still appreciate the refund. If the customer service person had been doing their job in the first place, they would have (1) referred me to the Warranty Department I now know exists and (2) Stated that the Warranty Department would be happy to send a free replacement cartridge, which is their policy, after my plumber identifies the cartridge for me.
I'd also like to recommend that Grohe and other plumbing products make it much easier to tell what interior pieces are needed just by looking at the exterior trim. There shouldn't be multiple interior pieces associated with any given exterior trim, IMHO.
This report was posted on Ripoff Report on 12/28/2016 02:16 PM and is a permanent record located here: https://www.ripoffreport.com/reports/grohe-america/nationwide/grohe-america-grohe-poor-response-to-valve-cartridge-replacement-and-refund-requests-nati-1346233. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
If you would like to see more Rip-off Reports on this company/individual, search here:
#1 UPDATE Employee
We would like to resolve your issue
AUTHOR: GROHE America - (USA)
SUBMITTED: Monday, January 30, 2017
Hi @Alysenet
We are very sorry to hear about your experience and the inconvenience it has caused. Our aim is to provide great customer service and rest assured we take your feedback very seriously. Can you please send us an email at US-CustomerService@grohe.com addressing Deidrea Hubeck our C.S. Supervisor, with your contact information and your receipt? She will be happy to refund the cartridge.
Thank you,
GROHE America
Advertisers above have met our
strict standards for business conduct.
