KOHLER Signature Store by Facets of Austin - Austin, Texas

Blair Watson

My husband and I have always loved Kohler and were excited to get started on our home remodel when we met Patti at the showroom. She was extremely helpful and has a great eye for design. We did not use a designer, but we didn’t need one because Patti knew her stuff and made sure we had all the parts we needed and thought of every detail. When one of the parts was delayed due to production, she stayed on top of it and kept me updated on the status. I highly recommend Patti for any Kohler needs or home projects!

Mrs. A

Patty is amazingly helpful and wonderful and knowledgeable and patient and ALL the things! It was *so* easy to make an appointment and when we met, she had expert questions to help me discern the best options for my project and my taste. Her demeanor is so pleasant which makes the process all the more enjoyable ... and this is not a process I naturally enjoy. I highly recommend this location and Patty's professional and excellent service! ...

Scott Whitsitt

Our experience was not very good. Our salesperson was very rushed and added the wrong items to our order. We had to call to have it corrected, and never received any type of updated invoice or order details. We still have no receipt for our $4000+ payment. We were clear about the timing of our project, but there was no follow up and the vanity we selected will be delivered about 6-7 weeks after our order was placed. We considered cancelling and ordering from Wayfair, but were told there would be a 25% restocking fee (over $1000) even though the item had not shipped.

Mary Davis

This was the best experience I've had in purchasing plumbing! Patricia was super helpful and professional. I have done numerous remodels in town and this was the best company I've dealt with by far!

Jesse

I needed a replacement Kohler part and Patty helped me get one the same day! All very friendly staff! 🙂

Timothy Calandro

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. We’ve spent 3x the amount on plumber’s services than the cost of the faucet, and now need to purchase another faucet from somewhere else. $5K down the drain (literally)!!!

CJ Campbell

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 wasn’t 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.

Anup Gangwar

The overall experience has been disappointing. We remodeled three baths so the purchase was reasonable in terms of dollar value. One of the order was incorrect, which was rectified. In some cases, I had to go pick up the items myself which means multiple trips to the warehouse. The returns are a mess because they need to be returned at the warehouse. Then there is 25% restocking fees for even unopened items. In our case, it was a simple unopened knobs which were to be returned. The warehouse did not accept them on two occasions and then gave a later date. Finally convinced these folks to accept the knobs at the store. Then the refund itself I had to chase multiple times because they kept dropping the ball.

There appears to be no process and the entire experience is lacking in several aspects. Try to find another store with better service if you want to buy Kohler.