KINGSTONReviews of kingstonbrass.com

The trouble started right off the bat. We called because we couldn’t figure out what set up to get for our new shower. We didn’t know if we should get the entire kit or if we should just get the parts separately, so my husband called and the guy he talked to was not helpful at all. so our questions weren’t answered and we still didn’t know exactly what to order. So I went ahead and ordered the whole kit and it turns out that when the kit arrived there were many parts we didn’t need so totally wasted money there. then the hand shower that wentvwith it wasn't compatible with the rest of the unit. when I called to say that the hand shower wasn’t compatible. I was told that we did it wrong. However, the plumber I had not only is very experienced but is a friend of ours and so wasn’t going to lie to us about that. So now we paid almost $2000 for a shower kit with many parts we don’t need and a hand shower that doesn’t work with the rest of the unit.

I’m grateful that you made a courtesy exception, but the overall return experience was disappointing. Payment was collected quickly, yet obtaining a return label or moving to the next step involved a 48 hour wait. A return label should be easy to generate, and customers shouldn’t have to pay out of pocket to return an item. The 25% charge also felt excessive. This process was neither efficient nor consistent with the elevated service I expected, and it has left me with a lasting negative impression of the brand.

Purchased a kitchen faucet on 6 October 26, with an elbow that was poorly machined and leaked. It arrived on 13 October. On 14 October, I emailed to ask permission to return it. I received a curt email from a Ms. Brooks stating that it was purchased in July, and outside Kingston's 30 day grace period. Tough luck. No customer service here. I had to open a case with Paypal to get it resolved. Paypal transaction IDs don't lie. Never again.

I HAVE A NEW KOHLER VERTICAL SPRAY BIDET. THIS KINGSTON DOES NOT FIT. I HAVE A NYC LICENSED PLUMBER. NOT A FIT. I AM WAITING TO GET AUTHORIZATION TO RETURN FOR A WEEK NOW. VERY UNHAPPY.

I ordered two products from Kingston Brass. I ordered a sink faucet and a towel bar. The sink faucet hoses were too small and would not work for the hot water; the flow was a drip and the cold flow worked. The towel rod was missing the set screw. With a lot of time, effort, and energy after the contractor and plumber couldn't fix the water flow, my husband was able to fix the water flow. I contacted the company about returning the towel rod and was told I'd be charged a 25% restocking fee for a product that was incomplete. That fee was waved, however the postage wasn't. I had to pay $19.05 for postage for a product that you delivered without a part. Dealing with customer service was fine, but I would absolutely not recommend this company to anyone.

When our shower system arrived, we opened it to find that we were sent 2 hot handles. We contacted you and requested a cold handle. Simple correction, right? We were sent an email that said it needs to be approved by a supervisor. Several days later and 2 phone calls, we are still waiting! Now I wonder if we might encounter more problems with your product??? Sure hope not!

Ordered on a Friday…didn’t ship until Wednesday…didn’t receive until the following Thursday. You held our contractor, project up! Three to five day DELIVERY? You didn’t even get it to the shipper in three to five days! Your customer service help with what I needed, on the other hand, was stellar!

A tremendous pain with your shipping delays getting it out of your shop cancellations of my workers. You do not make life easy.