I've renovated 50% of my home and by far the worst experience was KB Authority. The organization is just completely incompetent. They pretend to be an authorized seller of Kohler product that they are not. They send you used and defective items. They take weeks to resolve issues and use an outsourced customer service named "Irene" with an email for "Chiemi". You never know who you are actually emailing with and they don't pick up the phone. They lie about the product. I had to walk into a Kohler store to get it resolved and Kohler sent me the correct part with all the missing pieces that KB Authority said did not exist with the product. They make you pay 10% MORE to ship it to their distributor. Once it gets there, they email you again to say that you have not proven it was damaged. That was after 10 emails and many photos. Don't buy anything from this company. You will lose money and its an organization that lies to customers and is wholly incompetent.
TS
TS
Awful experience with Kitchen and Bath Authority
Awful experience returning an unused product.
The process once they received the return took over a month and my reimbursement was for 20% less than the order cost. My recommendation is NEVER purchase from Kitchen & Bath Authority.
MS
MARISSA S.
Buyer beware— horrible experience
Buyer beware— horrible experience. They sent me a bathroom vanity with a broken backsplash. It took over a month for them to get back to me and finally send a replacement BUT they charged me over $250 for shipping. When the backsplash arrived it was broken in 4 pieces. It has been a month of emailing the company and they still haven’t agreed to refund my shipping cost or send another backsplash. I will never purchase from the company again.
CI
CIndy
Don't Buy from Kitchen and Bath Authority!
The toilet handle they sent was not the finish i ordered, and then they made it very difficult to return. Plus the handle they sent had packaging that clearly already been opened
Response from Kitchen & Bath AuthorityJun 19, 2026
Thank you for bringing this to our attention. We sincerely apologize that the handle you received was not the finish you ordered and that the return process did not meet your expectations.
We understand how frustrating it is to receive an incorrect item, especially when the packaging appeared to have been previously opened. That is not the experience we want for our customers. We appreciate your feedback and will review both the fulfillment and return process with our team to identify where we can do better.
Please contact us directly, and we will do everything possible to turn this experience into a positive one. Our team would welcome the opportunity to review your order and work toward a satisfactory resolution.
Thank you for sharing your experience. Feedback like yours helps us improve, and we hope to have the opportunity to make this right.
LH
Lisa H.
Do not order from this company
Do not order from this company. They do not stand by the customer when something goes wrong. I ordered a Nantucket sink, faucet and drain package. After a week with no shipping confirmation, I called and was told that the drain was backordered so they are holding the whole order, long story, but when the sink arrived, the drain was there but the faucet was not. I was told that they made a mistake and it was actually the faucet that was backordered and wouldn't come until sometime in June. They won't give a credit for the faucet even though this was not my fault. I am now stuck either buying a different faucet (elsewhere) or paying the plumber for an extra trip. Either will cost me $150. I would have eaten the cost of the drain but to expect me to eat the cost of the faucet when I was given wrong information is not fair to the customer. Buyer beware.
Response from Kitchen & Bath AuthorityMay 7, 2026
Thank you for sharing your feedback. We’re very sorry for the confusion with your Nantucket sink, faucet, and drain package. We understand how frustrating it is when a bathroom or kitchen project is scheduled around delivery dates, especially when a plumber is involved and one missing item can create extra cost.
It sounds like we did not communicate the backorder status clearly, and we apologize for the mistake. That is not the experience we want customers to have when ordering a sink, faucet, or drain package from Kitchen & Bath Authority. We’re glad the sink and drain arrived, but we understand that the missing faucet created a real inconvenience for your installation timeline.
We would appreciate the opportunity to review this order again and see what can be done to help resolve the issue. Please contact our customer service team with your order details so we can look into the faucet backorder, package pricing, and available options. Thank you again for bringing this to our attention. We take this feedback seriously and will use it to improve our order communication and backorder handling.
MJ
Marilyn J.
customer service reps aren't given authority to help customer.
I waited for three weeks for the order. The item seemed ok but when I attached it to our sink, it didn't work. I called KBA and said that the new handle for the faucet leaks. They said I can't return it because it's wet. what???? Of course it is. How would I know it wouldn't work if I didn't attach it and try it out? An acceptable response would be to send me a return label and that they would send a replacement. Instead, they told me to contact the maker of the item to get a case number. The customer service people at KBA are not given authority to solve any problems. That is KBA's fault. When I called the manufacturer of the item, I explained what happened and they were angry that my KBA customer service rep was so unhelpful.
It was a long time to wait for the order - and if it would have worked, that would have been fine. That was not my case and they wasted my time and money. Not planning to work with them again.
Response from Kitchen & Bath AuthorityMay 7, 2026
Thank you for sharing your feedback. We’re very sorry to hear about the delay, the leaking faucet handle, and the frustration you experienced when contacting our customer service team. We understand your point completely: with a plumbing repair part, it may not be clear that the item is defective until it is installed and tested.
We apologize if our return process felt unhelpful or too rigid in this situation. For many kitchen and bathroom faucet parts, the manufacturer may require a case number before approving a replacement or warranty claim, but we should still do our best to guide the customer through that process clearly and respectfully.
This is not the service experience we want customers to have with Kitchen & Bath Authority. We would appreciate the opportunity to review your order again, including the leak issue, manufacturer requirements, and any replacement options available. Please contact our customer service team with your order information so we can look into this further and work toward a better resolution. We appreciate your feedback and will use it to improve how we handle defective plumbing parts, warranty claims, and customer support situations.
CW
Charles Winston H.
HORRIBLE SERVICE / HORRIBLE RETURN PROCESS
This company sold me a faucet for over $500 as new, but when it showed up it was clearly an open box item and had broken parts. when I contacted them, they had me jumping through all kinds of hoops just to then tell me to call the maker of the item and use the product warranty. EXCUSE ME? That is like Best Buy telling me to call Microsoft because the brand-new computer I bought yesterday is broken. NO! You need to take this back and give me a new one; YOU SOLD IT TO ME! When they told me it will take about 4 days just to get a return label after I jump through more hoops, I was prompted to write this review and warn potential customers. I encourage you to buy anywhere else! DON'T DO IT.
NM
Norma M.
RUN DON'T STOP...TAKE YOUR BUSINESS ELSEWHERE
RUN DON'T STOP! This is a third-party company is operated from offices in Florida and Brooklyn, NY. I ordered a $125 shower hose and received a bolt. I have been battling with the company to get what i paid for or a refund of the money.
After 4 calls and multiple emails, they are still investigating.
Fortunately, I charged on an Amex platinum and they will handle everything. i also filed a complaint with the BBB.
AGAIN, THIS IS NOT A RETAILER.
Update: the company responded but again, three months after initial purchase, they are still investigating why I did not get my hose.
What a joke!
UPDATE AS OF JUNE 15, 2026
The issue was resolved, and I finally got a refund after almost 4 months. thank you
Response from Kitchen & Bath AuthorityApr 16, 2026
We’re sorry to hear about your experience, as this is not the level of service we aim to provide. Based on your description, it’s possible there may be some confusion, as we only operate out of Florida and do not have offices in Brooklyn, NY.
We would like the opportunity to look into this further and make things right if this purchase was made through us. Please feel free to contact us directly at (305) 395-4491 so we can review your order and resolve this as quickly as possible.
