Cristina G.

I purchased a faucet with sprayer in 2013, the cost was $400, twice the cost of a high end Kohler or Moen faucet. Typically, things made in Germany offer high quality but not this time. From the get go, my faucet dripped about 10 drips every time I turned it off. The licensed plumber returned to check the installation which was done properly, he determined that the issue was in the cartridge that controls the flow of water. I contacted Grohe to get a replacement cartridge, which they sent, but it didn't fix the problem. I wanted to get a refund back then but I chose not to because of the labor costs involved with installing a new faucet; I just lived with the drip.
Last October, the faucet literally broke off the sink at the base. The curved faucet is attached to the base with a small screw which wore out and broke - on a Saturday morning - water spraying everywhere! I immediately called the company that I bought it from (a local bath showroom - very high end). They told me they couldn't help me that I had to call Grohe. Turns out that Grohe is not open on weekends so I had to wait to speak to someone on Monday. I didn't want to go two full days without a faucet so I went to Lowes, bought a Kohler faucet and had a plumber install it later that day.
Getting in touch with a human being at Grohe is not easy. Every time I called, I heard the same canned message that they were experiencing high call volume and that I should go online to ask questions or register a complaint. I did that much to my dismay, I waited over 10 days and finally got fed up and made a comment on their Facebook page. That got their attention. Someone from Customer Service responded within 10 minutes and from there I got another major run around. I had to return the product to the store I bought it at. The same place I visited on the day I had the problem that told me that I had to contact Grohe directly. I finally got around to dropping off the faucet on 12/17/15. Thankfully, I had printed the email exchange with Grohe customer service because they still insisted that they typically don't get involved with returns. Really?
I wrote to Grohe 2 weeks later asking about my return, I got no response. I waited two more weeks and called the local store to see what the status was? They had no information other than that it was sent back and they were waiting to hear from Grohe. I called the local store last week, 7 weeks from the day I dropped it off, left a message but didn't hear back from them. I contacted Grohe customer service AGAIN and said if they didn't get involved my next step would be to call the Better Business Bureau!
Miraculously, I got a call from the local store the next day asking for my credit card number so they could issue me a credit.
4 months, countless emails, calls and not so friendly messages, I finally got my money back. As much as I like the look of their products, I will never [purchase or recommend their products to anyone (and I am a REALTOR) my customers often ask me for advice on such matters. I hope this helps you in your decision to buy or not to buy!

Turns out that when I made my first purchase somehow my email address was completely obliterated. The address to they had associated with my account wasn't even close to my real address. After I posted this review and contacted the Better Business Bureau in New York, I finally got a response from Adore Me who provided information to access my account. Once I was able to log and I realize that several months of gone by and I had a credit to use or lose before I could end my VIP status.
From there, I was able to run around in a circle one more time answering their exit quiz to be sure that I absolutely wanted to close my account of which I did and now I'm done.