Grohe AG

When we built our home 13 years ago, my wife wanted Grohe faucets in the Master Bath. 13 years later they are all leaking and when I went to their website to file a warranty claim, I discovered that they MAKE IT IMPOSSIBLE to file a claim. They want the exact date it was purchased, the exact date it was installed, the model number, the SERIAL NUMBER, who installed it, etc. Good Grief! I don't still have that information from 13 years ago. Even if I did, to enter dates you have to click on a month by month calendar, to get back to 2009 I'd have to click it 156 times for both the date purchased and the date installed. THEY MAKE IT IMPOSSIBLE TO FILE A CLAIM. So much for a "Lifetime Warranty." I'll never buy or recommend a Grohe product again.

As a contractor, I'm sick and tired of the Grohe repair calls. I used to be able to get help and parts from their warranty people. NOT ANYMORE. I don't get the repair calls from other products like this. Do yourself a favor and don't buy a Grohe product. Please note, a Hans Grohe product is top of the line. I will never again install a Grohe product for anyone.

We were updating our kitchen and wanted a touchless faucet. This Grohe model was sleek and not as big as most of the ones we saw. It was a little pricey, $650.00, but we thought it was worth it. Wrong. During the LENGTHY installation process, our plumber could not get the water to come out more than a small dribble. It was their flow restrictor. Really? That was normal? After talking to Grohe customer service, they said they had another flow restrictor we could use and would be glad to mail it. Again, really? Once the faucet was working, it dripped constantly, then flowed constantly and came on without being touched and wouldn't come on no matter where you touched it! AND unlike Delta, you can not turn it off! The touch feature is always active. If it comes on while you aren't there it could flood your home.We finally took out the batteries. Called customer service. Sounds like to them we need some more parts. It took the plumber 4 or 5 hours to install this crazy thing and they want us to pay him more money to figure out what is wrong with their brand new product?! Not happening. Of course, he said, we could always take it back (this makes the return the problem of the plumbing supply place where we purchased it). We took it back. Do not buy anything from this company because customer service was not concerned at all that their product was substandard.

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!