DecorPlanetReviews 316

Buyer beware - customer service is non-existent. If you buy, be prepared not to return an item. They charge $10 for shipping to you and another $12 to return. For a $22 item, that is steep when the reason for the return was that they took 3 weeks to deliver the product.

First off, I found A Toto toilet I liked at Lowes for one of my rental units. It was around $250 so I went online to see if I could find a better price. There is only one place I found that was less expensive than Decor Planet but they had some pretty negative reviews. Decor planet had a price match guarantee so I figured I'd give them a call. I spoke with a sales rep by the name of Robert Young who was extremely pleasant, professional and offered to not only price match the other company but also beat their price by a little bit as well. He took my order over the phone and promptly sent me an email confirmation along with a tracking number a couple of days later. When we received a toilet the bowl appear to have broken in the shipping process. I contacted Robert once again. He apologized and then promptly processed my claim. Things don't always go right with online transactions and this was certainly one of them. I really must point out though that this was in no way the fault of decor planet as the bowl and tank were in two separate boxes packed safely inside of a larger single box. It appears that there might have been too much pressure on one of the tiedown straps during shipping based on the damage done to the bowl. I would highly recommend decor planet and if you can get Robert Young as your sales rep that would be a definite plus.

Venice from the Customer Service was super helpful, professional and responsive. She helped me apply the discount that I forgot to include when I placed my order. She also helped me coordinate with the sales team when one of the toilets I ordered was out of stock and found me a great alternative option. When the orders were shipped, she helped provide me with shipping information and answered any questions I had on delivery and logistics.

I was going to cancel my order at the 30 days benchmark. Two days prior to that and knowing I had written an unfavorable review of the customer service I had received, Pete M, a customer service manager called me. He listened to why I was frustrated and immediately realized there was a problem with the delivery address (when no one else had said a word about it) quickly moved my order out of the warehouse and I received my item with expedited shipping at his initiation. Further, the item was fragile and more often than not, the item is received broken and has to be exchanged. My expedited item arrived without a scratch, ready to be installed. And that is not all! He then authorized a credit to my account! I checked... it is there! Pete assured me that what happened to me is not typical of DecorPlanet business and based on his amazing resolution, I believe him. He restored my faith in DecorPlanet!

I bought an entire shower set. When I received it I saw that a few pieces were stainless steel. The project had to be put on hold. Now that I was ready to finish the project. I got to the point of installing all the fixtures. One item, the overhead shower head, was a completely different finish. I immediately checked my order, and I did order the correct finish. First, it's incredibly hard to reach anyone for customer service. After 4 days of trying at different times, I did finally reach someone. At that point they let me know that this would likely not be possible that they could exchange for the correct finish (even though they were at fault). The customer service person said I could send pictures and they would see what they could do. I finally got a response and they said they couldn't do anything except they could provide a 18% discount for a new one. Lesson learned- if you order a lot, take the time to check everything. Don't expect that your order will be correct. And don't count on them helping you make it right.

I needed a part for a kitchen faucet that was installed over 20 years ago. I called the manufacturer and they quoted me a price. I went online and discovered Décor Planet. Their price was about 50% of what the manufacturer quoted. Ordering was simple and they kept me posted with status. The part was delivered even more quickly than promised. I subsequently had an opportunity to visit their Manhattan showroom which is impressive. I highly recommend Décor Planet for plumbing parts.

I ordered some hardware last December -- paper holder, robe hooks, and towel bar -- for a bathroom I was having remodeled. Two of the items were shipped very promptly and the other was backordered but DecorPlanet let me know very promptly that it was backordered and approximately when it would be available -- very accurately.
My bathroom remodel was delayed by my contractor who didn't get around to installing the Valsan towel bar until Friday June 28-- more than 6 months after I received my order. It was then that he discovered the set screw in one of the mounting brackets was defective and couldn't be removed from the bracket. Even though DecorPlanet's website says it has a 30 day return policy since it was a manufacturer's defect I contacted DecorPlanet's customer service via their chat function. I got to a rep very quickly and described the problem with photos. The rep, Venice Golding, reached out to the manufacturer, who, after clarifying which part I needed, immediately sent a replacement mounting bracket which arrived on Tuesday July 2. Towel bar was mounted on July 3. I couldn't be happier with the customer service I received from both DecorPlanet and Valsan. No run around. No buck passing. DecorPlanet took charge of getting the problem and got it fixed very quickly.

I ordered two identical vanities which were supposed to come with a back splash included. When I opened the boxes, neither had a back splash so I called DecorPlanet's customer service. I was told they would contact the manufacturer and get back to me. It took a while to get back to me but they finally did and they are having the back splashes sent. Saint Billy is handling my case and was very apologetic. I'd do business with them again.