KOHLER Signature Store by Facets of Austin

DO NOT SHOP HERE: we purchased one of their most high end faucets and within a month it broke apart and sent water everywhere. They say they have a lifetime warranty on it, but what they mean is they will fight you at every step to replace defective faucets, will do the bare minimum to replace parts, AND IN NO CIRCUMSTANCES will they send a service rep to help. We received the replacement faucet and it too broke within weeks. Weve spent 3x the amount on plumbers services than the cost of the faucet, and now need to purchase another faucet from somewhere else. $5K down the drain (literally)!!!
Dec 10th, 2023

Each time I visited this store, I was pleasantly greeted and provided great customer service by Brian Rogers. He was knowledgeable on products and always went the extra mile to find selections for my needs. Brian also followed up promptly on all my email and phone inquiries allowing for a great customer service experience outside the store as well. Thank you, Brian!
Jul 15th, 2023

Great experience with Camille! She was so helpful in guiding me through options, thinking critically about how different things work together in different rooms on a large renovation project. Can't imagine having gotten through all of that without her help. Great space and great team. Highly recommend.
Nov 3rd, 2022

Patty is a wonderful design consultant that handheld me through the process all the way! Her insights to what I needed to create a fresh modern look was most helpful. She's very professional and timely. She even hunted down and got a backordered part for me sooner than expected, so I didn't have any impacts to my project timelines.
Jul 31st, 2022

Despite a fairly reputable brand, this store had a full lack of customer service. We spent thousands of dollars at this location, trying to invest in local stores (despite the products being on Amazon), and they charged us a 25% restocking fee for two faucets that never left their warehouse. We waited weeks for these items to arrive to their warehouse, and were forced to order a different set of faucets elsewhere so we could use our bathroom. When we informed the store, they told us they would only refund 75% of the purchase price because the remaining portion was a restocking fee. There wasnt an option to pay for shipping from the warehouse back to storage. We tried to explain the situation, and they refused to issue a full refund for an item we never received.
Jul 4th, 2022