Stan L.
Installed the shower system with rainfall
Installed the shower system with the rain fall head over a year ago and the rainfall start dripping after taking a shower. We contacted customer support and they wanted me to take it a part and send pictures, so they sent a video of the disassembly of different shower valve. I did send them a video of the shower head leaking and I told them I didn’t want take it all apart without replacement parts. After many phone calls and texts messages, they agreed to send me a new cartridge. After receiving the new cartridge I could not remove the sleeve to get to the cartridge, so I contacted them again for some guidance. More phone calls more text messages to and from customer support with the same disassembly of a different shower system. This is there last response to me. Hi, The method for removing the bronze sleeve is the same as shown in the videos we provided. In this case, the inability to remove the bronze sleeve is most likely due to repeated scale buildup in the gap between the main body and the sleeve over a long period of use, making it difficult or impossible to unscrew. Unfortunately, we are unable to provide the additional video requested. Under these circumstances, we can only advise carefully removing the bronze sleeve to avoid damage. Please note that we cannot provide replacement parts for damage caused by improper handling, so we recommend proceeding with caution when attempting to resolve the valve removal issue. I ended up my buying a rubber strap wrench on Amazon to remove the sleeve. There was no build up of calcium like they mentioned. The disassembly was not the same as the video they kept sending. No one from the company took ownership of this problem. I was looking for guidance and all I got was the run around. This whole process took over 2 months. With the rubber strap wrench I was able to remove the sleeve holding the cartridge in and replace it, but I had to figure out the removal on my own.
Response from mondawe.comMay 11, 2026
We sincerely apologize for the disappointing experience you encountered. Your feedback has been received and shared with our team, and we are actively working to make the necessary improvements as quickly as possible. We truly appreciate your patience and the opportunity to do better.