Complaint / review text:
I ordered a Kohler sink from Homecenter, and it arrived damaged. I tried to call the customer service number provided to me in my confirmation email, but it was not a working number. I then went through the required steps to request a refund and was denied the refund and told I would be sent another sink. When I was told it would be at least 28 days before the sink would ship directly from Kohler, I said I didn't want to proceed with the order and would like a refund.
Again, the refund was denied. We received a second sink within only about two weeks - and it too was damaged. I immediately emailed Brian at Homecenter to let him know what had happened and to request a refund again. The refund request was denied. I then called Kohler and finally found someone who could help me. I explained to him that I did not want a third sink shipped, and the woman at Kohler thought it would probably be best to order the sink through a local distributor so that the shipping would be "done right."
Note that I paid $175 for shipping so one would think it would have been "done right" no matter what. I went back and forth in email with Brian several times, requesting phone calls from him so we could talk about the situation and see what alternatives were available. I provided him with a number to call me at. Yet, he called my home number as listed on the order and left a rude message on my voice mail (with, of course, no number to call him back).
Brian takes great offense at being told anything negative about his company or his customer service skills, apparently. Brian did finally agree to cancel my order after I got someone at Kohler involved. The email he sent simply said "canceled." It took five emails from me asking if this meant he was issuing a refund before he replied with a simple "yes." It has now been over 3 weeks, and I have yet to receive a refund. I have been called a moron though (after I called him a jerk, admittedly). This place is just a joke - spend the few extra dollars to buy from a reputable company and save yourself the stress.