Placed an order over two months ago for a very expensive faucet. Still have not received. Getting the run around. No communication or updates. Very disappointed and inconvenienced. I expect better from a high end company.

We bought 3 faucets and a dual water dispenser from Waterstone in 2016. the look and function is incredible and we cook almost every day, heavy usage. These are very high quality units and the customer care is beyond 5 stars. i wish ALL the companies we bought hardware and equipment for our new home were as incredible as WS. Their staff are friendly and very helpful. We are now customers for life of this brand as the quality of the initial product and the customer care is wonderful. Shout out to Carla and her team! Thanks Waterstone! :)

Waterstone just gave me the best customer service experience I have had in a long time. My kitchen faucet and accessories have developed some minor leaks after several years in very hard water. I did my research and was prepared with all model numbers and other information. Kristen (or Kristin) in customer service was able to put a parts order together for me in just a few minutes.Waterstone definitely supports their products and honors their warranties, which is what one should expect from premium hardware. I would not hesitate to buy Waterstone faucets or accessories again. They look great and function well, and the manufacturer stands by their products.

I LOVE my faucets! Love, love, love them!I started to get a “squeak” and called customer service. The lovely woman who answered the phone connected me and I made a point of letting them know how pleasant she was...a rare occurrence these days...I had an great gal in customer service, who identified my faucet and is sending a replacement. Wait...what? Who does this??I am blown away by the kindness, professionalism and the fact that they stand by their products.Thank you, Waterstone...

I purchased a Waterstone faucet in September of 2020 through KB Authority. My faucet came with the wrong finish, and also leaked when it was installed. KB authority was no help at all, wouldn’t even accept a return, because I had the product installed. As if I knew the faucet would leak before installing it... I called customer service at Waterstone to get the leak fixed. After allot of back and forth, They sent me a replacement part which didn’t fix the problem. I was sent a replacement faucet head instead of the cartridge replacement.So now, After two months of spending $2200.00 I still have a leaky faucet, which is annoying at best, I called Waterstone and asked to speak with the customer service manager. I spoke with Chris who was very helpful, knew what I needed and told me the correct part would be sent ASAP. He also said I could get the correct finish by paying for the replacement knobs, faucet head.Waterstone stands behind their product. Had I purchased the faucet though a direct retailer, my experience would have been different. Do yourself a favor and buy Waterstone from their retailer location finder off their website, not an online site like KB Authority. They have the wrong images for the part numbers they list, and their customer service will not support you.

I had a problem with my faucet and called their warranty team. They were amazing. Thanks for your help.

I called to purchase a replacement part for a Waterstone faucet. They took my order and did not charge me. The replacement part showed up in 2 days. Its really nice to see a company stand behind their products. The customer service person was extremely easy to deal with.Thank you for the great service

A lady in Technical Service help me with some parts I needed for my faucet. She was very patient with me while I explain to her what was going on. She spoke to me about 10 minutes and figured out the parts that I needed that would fix my faucet. She even sent the parts to me for free. She also offered me the opportunity to send it in and they would fix it for me at no charge but she also gave me confidence that I could repair it myself. I asked her if she would send me the tracking number once it shipped and she explained that her computer does not notify her but she will keep an eye on my order and give me a call when it ships. She also told me when I got my parts if I needed help installing them to give her a call and she would walk me through it. Sure enough about two days later she gave me a call to give me the tracking number and to tell me my parts were shipping that day. I got my parts a few days later and gave her a call to thank her and to ask her a couple questions on how to install them. She walked me through it thoroughly and stayed on the phone with me while I changed out the parts. I am so thankful that I got such great customer service from her and save me a huge plumbing bill! I would highly recommend this company based on their great customer service.

Excellent Customer Service!I was having problems finding a showroom near me with finishes. John Michael went above and beyond to make sure I get the finish samples I need to complete my specs for a renovation I am working on.

Called waterstone for help with hot tank. the customer service representative, John Thomas, was helpful and patient. I appreciate products made in the US backed by truly responsive customer support!!

I have a new Waterstone Annapolis faucet which I’m unable to get the water spots that it came with on it. Over the last year I’ve been unable to get the spotting off and finally contacted them as the soap dispenser is also over rotated. I’ve never used the soap dispenser and hardly use the faucet. John blew me off like we did not know what we were talking about and will not answer the email with all the pictures we sent over. I don’t have water spotting issues with the hot water dispense, soap or disposal button. As my builder installed the faucet I making bets they don’t warranty the faucet. Interesting as they say they have a lifetime warranty but don’t honor it.

We have the Annapolis faucets in our kitchen. Just called Waterstone support to ask what to do about slower water flow after ten years (LA has calcium and metals in our water). After troubleshooting with me, a very helpful man named John Michael said I could clean, but might need to replace, the diverters and aerator filters. Not sure if I have the right terms. But anyhow, in case I cant get them clean (or my plumber), hes sending new ones at no charge! Very nice and great support. And we are very pleased with all our Waterstone kitchen items ten years after our remodel.

I have had the Gantry Faucet for 3 years and have had leaking issues since day one and it keeps getting worse. I have contacted Waterstone and they sent me some O rings which I had replaced by a professional (at my own expense) It worked on some of the leaking parts for a few months but is now leaking in several spots again. I have contacted Customer Sevice by email, but they are always slow to respond. It’s hard to believe these faucets go for over $5,000. I wish I would have chosen something else at this point, having a faucet constantly leak and spray all over my counter and having to wipe up the faucet and all around it each time I use it is getting tiring and frustrating.

I have had a Waterstone 5000 water heater, When it leaked I contacted customer service and was assisted by John Michael. He provided a solution promptly to my great satisfaction.

Great faucets and company. They stand behind their products.

Unfortunately not the best customer service. Helping a family member who’d had asked if the base of one faucet could come with the top of another, ( as sometimes parts can be interchangeable ).In a curtly deriding response, along with answering several other questions in that manner, the customer service rep, ( female ), at Waterstone answered it wouldn’t work.The customer service rep seemed bothered by any questions though we had only taken less than five minutes of her time.These inquiries we were making were regarding accommodations for a disabled veteran.

Next time I’ll go to Lowe’s smh

John Michael was great and great company