Waterworks

Beware of the unlacquered brass finish in their bath hardware. I spent an obscene fortune in my new master bath on these fixtures and they are the worst quality plumbing fixtures I have ever used. They did not patina to the soft gold shown in the show room. Instead, they are mottled and pitted and corroding. Customer service is terrible. They told me that the patina is a natural process and they will eventually turn into the showroom finish. However, it has been five years and they look worse than ever. When I circled back a year later after installation, customer service told me it must be a problem with my water and therefore they would not replace them. However, I had my water tested and it’s perfect. I even sent them the lab reports and they still refused to admit there was anything wrong with them or replace them. Every plumber and guest who has seen them comments on how awful they look. I feel like a fool for spending so much money on fixtures that are of such poor quality. I got no satisfaction at all from customer service who would not even admit there was a problem that everybody else can clearly see.

Had one of their products fail on one of my jobs. Waterworks refuses to stand behind their product. Wanted to charge $1,500 where all that was needed was a washer. Had to find one somewhere else. I can't stand behind any product that doesn't stand behind their own product.

Our firm has come to rely on Waterworks for their beautiful selection of quality plumbing fixtures, fittings & accessories. Over the years, we've found them to be a pleasure to work with, readily providing literature, samples and pricing. We look forward to doing many more projects together!

Manhatta Architecture, P.C. incorporated Waterworks fixtures throughout our townhouse restoration in the Bronx. We wanted high-quality fixtures that would blend well with the existing style and stand the test of time. Waterworks was the perfect fit.

The very best style and quality in kitchens and bathrooms. I've worked with their showrooms in Georgetown, Dallas, and West Hollywood, and the design and sales teams are consistently flawless. I get the information I need with little effort on my part, and their project management on orders placed has been 110%. Their Studio line offers tremendous value with high-end products at affordable pricing for my developer and custom home clients. Nowhere else can I feel as inspired or as confident placing whole-home orders (kitchen, wet bar, bathrooms) in one fell swoop. Cabinetry proportions and finish options are exquisite and their exceptional hardware, plumbing and lighting fixture and tile selections bring it all together perfectly.

We have worked with Waterworks for a few years now and their products always meet our needs and the needs of our clients. From their hardware to their bathroom fixtures, we have never been let down and their quality and customer service is phenomenal! We will continue to recommend their products and to use them in our projects. Below is one of the many projects we have specified Waterworks.

If there are negative stars, I would give Waterworks a NEGATIVE 5-star rating. Our experience with this company’s product quality and customer service has been absolutely appalling. Let me start with product quality. We purchased handmade white subway tiles and white wainscoting via our architect. To our horror, the tiles were warped and wainscoting were bowed. The company refused to take returns or exchanges, using excuses such as “handmade products are supposed to have inconsistencies”. There is a big difference between products with inconsistencies and products that are defective. In our case, there is no question that the products are defective. We even took samples to several tile suppliers in the Bay Area to seek advice. Everyone’s reaction was “how can they sell such products!” Moving onto customer service, unfortunately, it is much much worse. Hoping to find a win-win solution, we went to the showroom to talk to someone in person about our situation. The salesperson was actually helpful. After seeing the samples we brought, he told us the products were stock items and can be exchanged. We might have to pay a restocking fee, but that might also be waived if our architect were a big buyer. We left the showroom in high spirits and looking forward to a call from the sales manager in the following days. Sadly, things took a very ugly turn. The sales manager essentially called us liars and told us she can’t be bothered to talk to us because she only consider architects to be her customers. She said the salesperson we met in the showroom never said the products can be exchanged (hence calling us liars). She said since our architect placed the order, we, the homeowners, are not her customers. Does Waterworks think architects buy products for their own use and pay with their own money?! Without homeowners like us, there would be no architects placing any orders! Angry with this horrendous experience, I posted my frustration on Waterworks’ Facebook page. The company commented on my post and asked for me contact details so that their client service team would reach out to me immediately. Guess what?! It’s been 10 days. I am still waiting for the client service team to reach out “IMMEDIATELY”. Do Not Waste your money or time with this company. There are plenty of companies that make beautiful, high quality bath and kitchen products and provide great customer service. Save yourself from all the troubles and headaches we’ve experienced. Stay Away from Waterworks!