Kitchen & Bath AuthorityReviews 1,922

On August7,2019, I searched the web for a small part in an obscure Rohl faucet and found it on your site. The listing indicated that the stock was low and that I should call a representative. Dmitri answered my call and confirmed that the part would have to be back ordered. He added that the wait would be months but that I could expedite the order with an extra fee. [That is my memory. I have no record of the original price.] I was quite happy to do that and placed the order. I quickly received a receipt by email plus a second email telling me I had left a part in my online cart. I ignored the second email and similar later emails. The next day, on August 8, I received an email from Dmitri saying that the backorder would take 14-20 weeks but that I could get a direct drop from the manufacturer for an extra $10. I was happy to do that. The next day, on August 9, I received a confirmation of my order with an estimated shipping date of 7-10 days. On August 20,11 days later, I received 2 emails from you, in different formats, telling me that my order had shipped and giving a tracking number. Using that tracking number, I found out that my order would be delivered on August 26, a Monday. But on August 21, I received emails from you asking for confirmation that my order had been delivered. The actual delivery was on August 24, a Saturday. The part is the wrong color, but that piece of information was never discussed. The order stated the color, but I did not pay attention to it, given the tangled web involved in the whole process. The color is not terribly important for such a small piece, and I am just happy to have a working faucet. My comment on the process is that your company appears to have some issues with internal tracking of orders. (I realize that my order is atypical.)