Kingston Brass
reviews and complaints

Lucky I am giving them 1 star. Bought one of their faucets, WORST decision I ever made. Within a short time, I had a problem with a leak- sent me the wrong part. Had to wait weeks for delivery, and in the meantime paying a plumber to disconnect the faucet and to reconnect once the correct part came in. A short time later hose split on the same faucet still under warranty. Their hours are 8:00 am- 5 Pm PST. I called at 11:00 EST which equals 8:00PST- half an hour now and no one answers the phone. The recording keeps telling me about their normal business hours. Horrible customer service since I started having trouble. DO NOT PURCHASE ANY OF THEIR PRODUCTS!

Kingston Brass does not value customer support or support their products. I have a beautiful wall mount faucet made by Kingston Brass. Like they do, the ceramic cartridge needs replacing. I purchased the cartridge, but discovered that the bonnet nut that holds it in is stuck between the old cartridge and handle. I can purchase a new handle from Kingston Brass, but they refuse to sell the bonnet nut, simply stating over and over that they do not sell that part. They have repeatedly referred me to a third party vendor who does not return my calls. I'm left with a faucet that retails on their site for $250 that leaks and cannot be repaired because "we do not have that part for sale". The tech support reps repeatedly ignore requests for contact information to speak with a supervisor about Kingston's Brass policy that they will not carry replacement parts for their products. Support ticket 164861 if anyone from Kingston Brass ends up reading this.

Will not buy any of this company's products EVER. AGAIN. Bought a faucet from Wayfair in April. Great quality and love the style...but now the water flow through the faucet is intermittent...sometimes normal flow, sometimes nothing and sometimes a trickle. Sometimes I have a normal flow, then I hear a click and the flow stops. I emailed the company and was getting timely responses in the beginning. Mike from support said it sounded like the diverter. I sent receipt and now they are telling me they didn't get it. Theyre also telling me they can't find my original complaint and that it doesn't sound like I have a legit warranty claim! I called the company and left two voicemails and there have been no return calls and suddenly the emails have stopped. I called and emailed that I was sending paper copies of my receipt. This has been going on since August! I seem to have the same customer service issues everyone else has. Time to fire the support team!

Horrible, Horrible experience with this company! We purchased a faucet for our kitchen. The shanks on the faucet were very very short. We have a standard 1 1/4" countertop so it should have fit to connect below but was way short. I contacted customer service which took several days to even get a person. He said " the shanks are too short so you need to purchase an extender" even before I said the words. This tells me they get many of these calls. I explained to him the shanks measure even shorter then the specs they supply for the item. His response was their faucets are made to install directly into a stainless steel sink and not a standard counter top and i needed to buy two extenders for $28.00 each. I told him the faucets are made to install into counter tops and to refer to the website if needed. He told me buy the extenders, that "ITS COMMON SENSE" and then he yelled at me, laughed and hung up. ABSOLUTELY DISGUSTING COMPANY. ONE STAR IS ONE TOO MANY.

Horrible! Upsetting with their complete customer disregard! I have spent a little over $2,000 in Kingston Brass products over a series of several months. I had to spread my purchases out due to cost but I was hoping as a Christmas gift to have replaced the vanity in the master bathroom. The last pieces I purchased were the two individual sinks but they do not fit and are way too big in the respective bases. I have been calling/leaving messages/sending emails with my contact information that I needed help with the return of these two sinks for the correct size for the bases (also kingston brass product). Although I did open a box for one of the bases and one of the sinks to measure, everything remains in original packaging because I cannot use any of it...2 bases/replacement hardware/2 sinks that are too big. I am extremely upset that no one has tried to respond and work with me on replacing the sinks. I need someone to contact me with help and if I cannot be helped, then I need to return all of this product back to them for a refund!

I purchased a Kingston Brass Widespread Bridge Pull Down Kitchen Faucet from a big box store and installed it. The new, unopened and untampered-with package was missing a very simple but important part: a 10 cent rubber washer that installs between the spray head and spray head supply hose. I was first alarmed that their customer service phone went unanswered with a message that basically said there is no one available to answer and goodbye. I next tried their customer support email with a detailed description of the missing washer and a parts diagram, asking for the 10 cent washer. I never received any response to my email but did receive a new spray head in the mail, which did not include the washer. Again, I went the email route to their warranty department, customer service department and sales department, with again no response. What would have been a satisfied customer after purchasing a $400 faucet turned into a disgruntled customer over a missing 10 cent washer. If this is your first faucet install and they accidentally forget to include the washer, you can find a suitable one at any hardware store for 10 cents that will do the trick. With unresponsive customer service such as this, I wouldn't risk buying this brand over another because they obviously don't stand behind their product.

I purchased a Kingston Brass one piece toilet from Home Depot. Once installed, I noticed 2 issues, the seat will not stay open and the tank cover doesn't fit flush over the tank. Looking at other product reviews, the seat not staying is a common issue, which I'm sure KB are aware of but don't seem to care. I contacted Kingston Brass, they told me to send an email with pictures and a copy of the invoice, which I sent. When I called back for a follow-up, I had to call over 10 times to get someone to answer, only to be told they need 72 hours to respond to an email. 3 days later I called back, they said give us a phone number we will call you back. Never called back or responded to my email. I had to go through Home Depot to get some kind of response. Home Depot contacted them while I was on hold, they came back and said they haven't heard of any of this and didn't get an email from me, I have proof of delivery. They then said since they can't come look at the toilet, the only option is for me to return the toilet, which I already installed, for a new one. All I need is a new soft close seat/lid and a new tank cover but they will not send me these parts. I can't believe they are still in business. I will never purchase any of their products and will work with Home Depot to have their products removed from their stores based on this experience and others that I have come across researching this terrible company.

I purchased one of their tubs and when I went to install it found out the tub was warped and not square and I could not be properly installed. I've spent hours trying to work out this issue. The only department that answers the phones is sales (sales team is so lovely). When I get transferred and am actually able to talk to someone in the customer support/technical support/warranty departments they are horribly rude and not helpful (one of the managers was actually yelling at me and talking over me on the phone instead of actually listening to what I had to say). I kept getting told to email the warranty department, but it was like the warranty department was not actually reading my emails, just responding with irrelevant questions/info. I've asked the warranty team to call me so many times, asked to have a manager from the team call, and they just ignore it. I got yelled or told in email at on more than one occasion to "just return the tub to the place you bought it for a refund" but the tub has a manufacturing defect, and every part of my bathroom has been moved/designed to fit their tub. Kingston Brass is the manufacturer, and the tub is covered under *theirwarranty, they need to properly handle and resolve the situation (not try to shove it off on someone else). I will never, ever recommend Kingston Brass to anyone, and will never purchase this brand for clients (I work as a freelance designer/stylist). The customer service is probably some of the worst I've ever experienced- I wish I had look up the reviews on here before choosing to purchase. Yeah yeah yeah- they'll probably respond to this "your warranty is being processed, check your email" ***. Just to clarify for Kingston Brass, I need a manager above the warranty department to *callme to resolve this issue (I don't want to be talked over or yelled at on the phone).

On March 28, we purchased a show/tub unit and sink faucet from Build.com. Our intent was to have our bathroom remodel completed in the month of April. Unfortunately, due to Covid and delays in product shipping, some of our supplies did not arrive on time forcing our timeline out until June . In July when our tile work was completed we contacted the plumber to install the final touches of the shower with the shower and tub hardware. Upon opening the box our plumber discovered that there were two screws missing. This was disappointing and we immediately reached out to Jore Beas to request that the two screws be sent. His reply was that we would need to buy the missing screws as we were past the 60 day warranty period. I understand policies and adhering to them, however, these are unprecedented times and many unforeseen obstacles have caused projects to be delayed. As a business owner myself in the service industry, I understand all too well the need for flexibility and accommodation when it comes to my customers. Our plumber has called, Kingston Brass, multiple times over the past three weeks and has been given assurances that the screws were being sent expedited. Still, no screws ever showed up. I phoned this morning and was told there was no record of any shipment or request. I am beyond frustrated and disappointed. Our son is autistic and this is his bathroom, the amount of stress of not having use of his shower has been devastating. It seems so unfortunate that such a simple request has turned into a month-long ordeal. We went with Kingston Brass because of the quality and high rating, but your companies inability to recognize unforeseen circumstances and provide proper customer service has been very disappointing. We hope Kingston Brass will reevaluate its warranty policy during this crisis and allow for the times. We have since ordered the screws at $17+ per screw plus shipping totaling over $50. Again this is absurd after paying over $400.00 for the shower/tub unit. We will finish our remodeling projects with Delta who has always had great customer service. Customer service does matter Kingston Brass!

I bought two faucets made by Kingston Brass in oil-rubbed bronze finish. After several months, I noticed hard water residue in crevices (white and corrosive looking) so I tried to clean with a vinegar and water solution. It didn't work. I then contacted their customer support, supplied photos, and my receipt. They agreed to replace the faucet at no charge and informed me of the special care instructions. I read those instructions which said to use carnauba wax on the faucets. I didn't know what that was so googled it and the only information that came up was car wax that contained carnauba. I knew the faucet finish was sensitive so didn't feel I should use car wax on them which contains other ingredients as well. I just emailed Kingston Brass customer support again and they are refusing to compensate me with a refund or replacement.

I have an unresolved warranty claim with Kingston Brass. I have reached out to customer service numerous times with no response. I have faucet ks7758albs. I communicated a warranty issue to them (scratched finish on faucets and a broken hot water valve/stem - my faucet no longer attaches to the counter on the right hand side - facing the faucet) on June 12. I received a reply on June 15 stating the handles would be shipped and I would be updated on a lead time for the hot water stem. On June 16, I confirmed my shipping address and asked a few questions regarding whether it was only the hot water valve that needed to be replaced. I followed up on July 6 and July 10 via email. I have called and left messages with customer service on three occasions since them. I also filled out an email form online in hopes that someone would respond to me.

I bought a Kingston Brass faucet on Jan 26, 2021 and paid $369.40. In less than 1 year the faucet broke. I contacted the company and they said it was covered under the warranty and they would ship me a new one within 7-10 business days. My ticket # is: 23***6. I have contacted the company via email: ***@kingstonbrass and phone number: . I have left messages for the warranty manager - George and I have even spoken with him. He says, he will call me back after he looks into why my faucet has not shipped yet. He never gets back to me. When I call they do acknowledge that they have plenty of faucets in stock, however they can't tell me when they will ship my faucet. At this point, I would like my money back so that I can purchase a new faucet. This faucet is for my kitchen and due to the leak, I had to have the water shut off in my kitchen. Or I would like the faucet sent to me overnight ASAP.

Bought a Kinston kitchen faucet with sprayer heritage collection ks1270pxbs matte black finish Have the same problem with finding receipt was purchased with a CC after 1 year the tower started leaking I found out they use square edge o rings after a bunch of emails they said we don't sell parts I told them the part numbers of the parts I was after we don't sell parts but they have a parts list Then they wanted a video of the leak and the receipt I can't find what? a video of the leak ? It's leaking and has a 10 year warrenty It's all normal use and failed after 1 year then want you to jump threw hoops if there is a problem all I get is the run around. not at all happy with a company that doesn't stand by there products Pictures were sent of the faucet and the box label with a sku number You would think they could help track it and resolve the problem so far nope I will think twice before buying a Kingston product again. any othere faucet that has parts would be a easy fix

ON June 8 I purchased a Kingston Brass kitchen faucet set through Build.com (a/k/a Build with *** ). Included with the faucet was a ten year warranty from Kingston Brass. In December the sprayer stopped working. My plumber said it was a faulty diverter causing the problem,The plumber is a master plumber.I contacted Build.com and was referred to Kingston Brass directly as Kingston Brass handled its warranties .I received a replacement diverter and had my plumber install it. It too has failed . It also began leaking and staining the counter. Build will not issue a refund after 6 months. Kingston Brass will not honor the warranty because the product was purchased from Build.com. I tried to make the product work. I paid more for repairs than for the faucet. At issue is a latent defect that I could not discover until he product failed. There appears to be a deceptive trade practice in the issuance of a ten year warranty that is defeated by the expiration of 6 months.

In 2019 I purchashed a Roman Tub filler from Kingston Brass, through Home Depot. A small brass adapter failed on the supply connection hose. It is part #29 on the install/instruction manual. I contacted kingston brass about "purchasing" this part. They responded by email stating they dont sell parts but its covered under warranty. Simply send us a picture of the broken part and the reciept and we will send you the part. Sounds reasonable right? Well I cant find my reciept so i logged into my home depot account, they only keep records for 25 months. so now I have no reciept and Kingston Brass says they cannot help with out the reciept. The sad part is this was a $1000 tub filler and i need a $3 part to fix it but They refuse to help without a reciept, The sad part is my entire bathroom and kitchen is all Kingston Brass, sinks, pot filler, ect. I have never been more excited to have these beautiful pieces in my house only to be so disappointed by a simple purchasing of a part.

Email contact with Kingston Brass began in March . Purchase was made 7/19 installation 1/20. Major leaking began and I contacted Kingston about warranty. 10 year warranty i was informed, to support the warranty, they would need a video of the leak and a copy of the receipt of purchase. I said I was unable to video the leak, but they required this for the warranty. I did get a video taken and sent it and the receipt to Kingston. FOUR WEEKS later I contacted Kingston about my claim. I was told it would be 6-8 weeks to receive the part(s) needed. Delays...lack of communication...I asked to speak to a Supervisor. More apologizing for delays...thank you's for understanding...yet Kingston did send me a part they pulled from their inventory and sent that to me, with the following statement, "As they pulled the new spout from existing stock they will no longer reach out to you" FEDEX TRACK #***227 PKG., received..Polished Brass Spout. My spout is BRUSHED NICKEL!#?! Final mistake!

I purchased 2 KB faucets for my bathroom 10 years ago. This past summer the hot water cartridge of one started leaking. I went to their website and ordered a replacement, which corresponded to the parts diagram on the site and also matched the one I had. I received a completely different cartridge and when I contacted Kingston Brass ( after several attempts to track the correct one down through them) I was told that this design was changed and they no longer carried that part even though they still showed it on their site. I was then directed to the warranty dept and was told my fixture was no longer under warranty. I told them that when I started this back in August is was under warranty and sent a copy of the purchase receipt. I was told that the design had changed and they no longer carried the replacement part. I asked about replacing the whole unit. Crickets! NO return response at all. Now the did finally refund my purchase of the wrong part but I would like to see if they will work with me on honoring the warranty on the whole faucet.

Builder purchased and installed a new Black Matte Gourmetier LS8720DL Concord Single-Handle Pull Down Kitchen Faucet made by Kingston Brass from Wayfair in Sept. 2020 (we took possession of the newly built house in Oct 2020). Within 6 months the sprayer attachment on the faucet broke and would no longer switch from spray to stream. Wayfair replaced the entire faucet system at that time. Sprayer broke again with same issue in Feb. of 2022. Contacted the Kingston Brass customer service dept. to ask for replacement KD720 faucet sprayer in Matte Black and provided builders original purchase order #. Also sent video of sprayer malfunction. Kingston Brass responded that they could not help me without a receipt. Builder does not have receipt, only his original purchase order # used with Wayfair. Kingston Brass responded that they could not help us but that I was welcome to purchase the part from them. This is a situation where Kingston Brass is not standing behind their 10 year warranty. I can prove that the house was built new in 2020 and I would guess that as much as kitchen faucet designs change with fashion, Kingston did not even manufacture this faucet 10 years ago.

Requested a warranty part for an extensive leak be sent out - provided phone number, over 5 days later got a response that the product had been mailed out and i responded that they sent to the wrong address. No response back from *** from Warranty, customer service team is astonishingly rude and not invested in problem solving. I ordered the parts I needed and sent overnight to myself. The warranty parts were never delivered, and went back to Kingston Brass. I sent two follow up emails trying to correct the problem it has been 10 days and no response. I called today 4/2 they attest that I needed to send correct info via email regarding the new address but do not ask for the correct or needed info, and do not call me to verify or seek correct info. This has taken hours of my time to just received parts that are covered under warranty ? Spoke with *** today who responded "you want the parts don't you?!" in a threatening way when I asked why he hasn't responded to my 2 emails over 10 days ago while I sit with a leak. He then used the term "Hon" in response to my asking when he wanted the address - over the phone or in email? So after 10 days of no response from them I have to call and I'm made fun of while they sit and do not address customer issues, or respond to emails?

i bought a Kingston Brass DR514241 grab bars off amazon a few months ago. thing has failed it started getting lose because the screws in the back the screw the bar on to the mounting plates got lose. it got looser and looser till one end of the bar became discounted from the mounting plate. only way to fix it is to full remove the mounting plate off the walls problem being a couple of the screws on the plates rusted and i couldn't get them to come out i had to drill those ones out damaging the mount plates. contacted them on the 29th of aug to get a replacement. they contact me back on the 31th of aug.telling me these bars have no warranty even though 3 dif retailers who sell this product say there is a 1 year warranty on them witch is pretty standard. they however refuse to do anything they didn't even say there sorry or care for the fact that when that bar fell a part that if someone had been holding on to it at the time that the person could have fell and hurt them self's or worst killed them self's. this company don't care about the safety of there customers or stand behind the junk they sell. There only suggested was to spend $65 usd plus $18 for shipping to order a new front of the bar witch wont even totally fix the problem and by the time i pay the exchange rate and the import fees will cost more then the bar did when it was bought new.

This is actually my second complaint. I rescinded my first because I finally heard from the company the day I filed the complaint. With the first complaint I requested my resolution to be a new diverter, if that didn't work, I wanted a new faucet and if that didn't work, I wanted a refund. My faucet does not consistently let water come through the faucet when I put it on. Very seldom am I able to get a normal water flow through the faucet. It varies from a trickle of water to nothing. But the sprayer always works. When I first contacted Kingston with my issue, I was told it sounded like the diverter. The tech dept was very attentive with email response, initially. I filed first complaint to find out it was an email response issue as far as process, that was the problem. After that first complaint, Kingston sent a new diverter. I recently had a plumber out to replace it only to find that it doesn't fit and doesn't even look like the the one that is on the faucet. It's almost like they sent any old diverter. Plumber inspected my faucet and its parts and the problem cannot be identified. My problem still exists. Since then, I have sent 2 or 3 emails with no response. The email message states they get back to you in hours or 24hrs. I have made 3 phone calls to the company. You cannot reach a human being. Even the "operator" is a recording! I have left 2 voicemails with no response. Many times the voicemail boxes are full. Their hold messages tell you how valued their customers are and how much they want to help you. So far, I see no truth to this. Now, I want the total faucet replaced (the correct one!) or my money back.

In Nov 2013, I purchased a new Kingston Brass Gourmetier kitchen faucet. It came reasonably well packed in the factory box including basic installation paperwork and I proceeded to install it. The faucet is supposed to have a 10 year warranty, however, when I contacted Kingston Brass, shortly after installation, to advise of a very slow water flow rate of ~.75/gal/min, they never sent a replacement cartridge, (the apparent culprit), since we have 62psi kickout and enjoy exceptionally clean water from an artesian well. Since the faucet is in a shared cottage, the issue has been rather overlooked the past 7 years, until I once again, reached out to them to request they, at least, attempt to make the situation right by (finally) sending a replacement cartridge. I have had recent email contact with them, following a phone resolution attempt, but after submitting the requested photos, including 1 of the installation instructions and installation date and a (requested) video clip (showing the faucet requiring 10 secs to fill a 16oz measuring cup), I have received no further communication. This was my one and only experience with a Kingston Brass product as I typically use Delta or Moen in my properties, in part, because they have both proven helpful, when the occasional product or part failure occurs, unlike Kingston Brass. The KB faucet is attractive and we've had no leak issues, though it receives only light use from adults. Although I was not able to locate the 2013 invoice, I believe I offered more than sufficient evidence that the faucet was purchased new, however, their standard excuse to deny me a warranty part has been the lack of receipt.

purchased KB Bath fixture for my new custom construction home and installed in mid 2018. A 3 handle residential Wall Mount Bathtub Faucet with hand shower. Faucet is for in-house Jacuzzi Brand whirlpool limited use conventional style tub. KB Series CC1012T1, CC1011T2,5,8. Purchased via Lowes in plumbing items group. No receipt per se. Can probably come up with the check for group purchase. Lowes referred me to KB Company for 10 year Warranty support. Two contacts with KB regarding the issue resulted in rebuff by KB underling in Customer Support demanding A SPECIFIC RECEIPT...that does not exist...only as an item of several paid by construction account check. This KB $334.00 Fixture has a major weak spot in the casting that let go due to appearance of a hairline fracture in the valve main body...eminating from internal thread area outward on Hot side. I had earlier replaced H&C Carts due to leaks after 12 months use and was about to replace the crappy Cart cork screw mechanism that fed the Hand Shower head because it now leaked, when the valve main body fracture started spewing. Thankfully because of the distrust of the KB faucet integrity, I previously cut out a piece of wall and installed shut off valves in the water lines to the fixture...saving my *** from a potential house flooding while away one day. Until I could find the part for the hand shower I used the line valves to allow for tub filling. At an attempted tub filling 90 days ago +/-...line valves were opened to feed KB faucet...and water immediately spewed out the hairline fracture. House main line water pressure only being 26 PSI. This KB faucet has all of about 75 total on/off actuation sequences on the H&C handles/valves to date since installation. My tub is unuseable and has been now for several months. MY intent was to contact company CEO Erik Chen or Gen. Manager *** and pick up with the issue but they seem inaccessible...which is to be expected, I guess? I am not happy with the product. I am not happy with the handling by Customer Support. I am not the bad guy here...nor am I a liar! To fix my problem requires the faucet main body replaced (what is Item #15 and Item # 20 with guts) on their parts diagram. The other parts of the assy seem to be okay.