Julie C.

If I could give these people no stars, I would. No one likes water damage and understands the nightmare of that, right?

A year ago we ordered a pretty expensive ($1000.) shower set ( 4 thermostatic valves, hand spray and shower head). All worked well until this afternoon when the top valve on the wall started leaking. Turn off the water to the house and call the plumber. He says we have to get the replacement "cartridge" which is really just a plastic washer, from Signature Hardware because it is specific to that valve. I call them. It is under warranty so it's free and I ask if we could get two so that if this happens again we can just replace it without having to turn the water off all day to wait to have one shipped to us. I am told by Kai, no, we'd have to wait until it happens again to order another one but if I want to order an extra, it's $29. So I have to wait until there's water leaking out my wall to have one shipped!
Ok, it's 4:22pm PST Thursday here and they're in Kentucky. Kai tells me they'll overnight it tomorrow (Friday) and we'll get it Monday! Monday! So as I'm trying to tell her that in this era of being able to get things from Amazon the same day and I've gotten Saturday deliveries with Fed Ex, UPS and USPS, it can't get to me until Monday and we don't have water until then. Common sense was completely absent and I even tried to say, "how would you feel if you had no water all weekend."
So from Thursday afternoon until sometime Monday, we're using bottled water for everything!
Someone else reviewed Signature Hardware and said they didn't care. That's putting it mildly!
Lessons I learned from this:
- Buy hardware locally from sources who can provide you with parts right away.
- Never buy anything or spec anything (I'm an interior designer) from Signature Hardware. Ever!