THE FAUCET FACTORY

Walked in told Mark about our needs for new house. He walked through several options. We ended up with the best for us. Ordered them. Delivered the next day. Easy.

The unit recently started malfunctioning. Mr. Heinze tells us that we have to have the plumber come back and uninstall the unit at our expense and send it back for repair, ostensibly not honoring the manufacturer's five year warranty. Apparently, the plumber they recommended did not do their recommended installation procedure with easy disconnection. Incidentally, he also did not install the new electrical switch for the unit that was included with it. Mr. Heinze claims that the malfunctioning is due to hard water or a water filter that we should have replaced, although we received no instructions about replacement of filters. Finally, he claims that we should be satisfied with the (less than) five years service we have gotten from the unit, even though it is still under warranty, and that, if not, we should try another brand.

Our salesman at The Faucet Factory failed to order the deck plate to go with the kitchen faucet we ordered, a mistake that went undetected until our plumber came to install the faucet. When I called Faucet Factory, they offered no apology, saying only, "It was an honest mistake." I explained we needed the deck plate ASAP as the plumber was here. The salesman called me back to say it would be in the following afternoon. When I went to pick it up, it was not the one that went with our faucet, but I had the plumber returning to finish the install that afternoon, so I had no choice. They then presented me with a bill for $44 plus tax for the plate. I asked that they pick up the cost of the plate since it was THEIR mistake in not ordering it, thereby delaying the job, forcing me to make a 2nd trip to their store, leaving me with no running water in the kitchen for 2 days, and having to pay the plumber s SECOND $40 service charge. They refused and forced me to pay for their mistake.

VERY GOOD EXPERIENCE. BRETT HAD A VERY GOOD KNOWLEDGE BASE OF WHAT FIXTURES WERE AVAILABLE, AND AT WHAT PRICE POINTS. HE LISTENED TO WHAT WE WANTED, IN WHAT STYLE, AND THEN STEERED US IN THE DIRECTION OF CERTAIN MANUFACTURERS WHO WOULD MEET OUR NEEDS. HIS STAFF ALSO BROUGHT OUT CRAYONS, AND PAPER FOR OUR YOUNG CHILDREN TO DRAW ON WHILE WE MADE DECISIONS WITH BRETT.