Kohler Tracking Order Status

My father, in his eighties, purchased a Kohler kitchen faucet and asked me to install it. Had no problem with that because I have worked with their products for 35 years and have never had any big issues. Where he got the faucet is anyones guess. They said it was an open box but turned out to be used. And there were missing parts as well as a bad aerator. Bought the aerator but missing parts had to be bought with the touchless unit as a whole. Needless to say he couldn't afford that much and wanted to give up. I wrote an email to Kohler explaining my issue on the off chance they may have the 2 fittings I needed without the the unit (which I had and it was new). A few days later I unexpectedly recieved a package. I opened it to find the whole unit with the 2 fittings I needed. I was blown away. I have never had anything like that happen before and am extremely grateful for this kind act. Whoever was involved needs a large raise and to feel lucky they work for a company that could not be any better. Thank you Kohler

Another bad experience in 3 months. Bathroom fixture bought through Lowes. $1000 toilet. Box crushed. Inside toilet bowl and tank much debris and dust. Flush lever filthy. Contacted customer followed the protocol to register a complaint. Basically told to hash it out with Lowes. If that doesn't work get back to them. No. Not going to happen. Kohler needs to correct it not the customer. They need to hold their freight contractors and dealers accountable.

Prompt, hassle free resolution of claim on a >15 year old Kohler shower stall under life time warranty.

Had a problem with the soft close hinges on our Candide toilet set. Customer support were very helpful and had a replacement seat to us within 24 hours, despite postal strikes. I'd buy from Kohler again and recommend.

I ordered 3 toilets for ~$1200. 2 came in with all hardware, 1 was missing Kohler specific hardware. I waited for Monday when their office was staffed. They told me they couldn't ship it for 35 business days...and yet I could receive an entire toilet in 5 business days. I asked if there was anything they could do to expedite and they said firmly no. I asked to speak with a manager. They said to purchase the part online and they'd issue a refund. Part was received in a weeks time...Kohler only refunded the cost of the part...not including shipping and taxes. This was not my mistake. It was Kohler's. They played games with me and didn't have honor with the resolution. I give them a one star for customer service. I like the toilets...but come on, treat your customers better when it's not their fault you messed up.