HTA Products Inc.

This is probably the worst customer service I encountered in Vancouver. They are unreliable, uncommunicative and unhelpful. I had to wait over a month to receive a toilet that was supposed to arrive within a week. I had to write numerous emails, call them numerous times to finally get it.
Once I finally received the toilet, I realized there were issues with it. That's when the second stage of the ordeal started. It's a month later and after many attempts to get them to do something about it I am giving up and writing this review.
If you value your time and don't need unnecessary stress avoid this place.

I'm a contractor who has been sending clients to HTA and Nick Chopra for years. Time after time our clients have expressed how helpful, knowledgeable and positive their experience with Nick was. In fact, it happened again last Saturday, which prompted me to write this review. Thanks so much Nick!

I bought some washroom accessories.from HTA. I am impressed with the customer service and quality of products. Sanjana Thakur, has helped me a lot. She has a great knowledge of products and helped me to find the suitable and perfect items for my washroom.

I bought a set of water pipes here in September 2022. At that time, the handle of the water pipe was broken. I immediately took it back to his store and talked to their employees. His manager happened to be there at the time, and he promised to talk to them. They gave me a new one, but I went to their store in person many times to ask them for it. I also called them many times to ask, but they just pushed me to give it to me next time, but they haven't given me a new one yet. Such a big company is so irresponsible, causing consumers to suffer losses. Later, I accidentally found out online that I bought this set of water pipes from another company online for more than 700 yuan, but they sold them separately. Water pipes are sold for more than 600, and two water pipes are sold for more than 300. I hope everyone will be careful.

I bought a faucet from them. When I bought this they told us there is 10 year warranty but after 4 years the faucet broke and I went back to them they said no we don’t warranty anything that has our stamp on it because it’s from China. So they refused to cover my faucet

Thank you Nick for such a amazing and smooth experience at the store. He was really patient with my family and I while shopping for our home renovations. Would 100% recommend.

Great customer service and easy to communicate with all agents. Everyone is very helpful and pay attention to details we were looking for.

Nick is amazing. He offered really great customer service. If you go to the store, please ask for nick. Highly recommended. Great Quality of products as well.

The sales are not responding. After you put your order, they did not reply your calls or texts.

If you need customer service and honesty then DON'T go there.
I ordered Kohler stuff, had to wait 20 weeks because they lost the shipment after 10 weeks but no urgency to speed up the replacement. Had to pay my plumber 3 times because the second faucet was leaking. Finally it still had an issue and they sent me a replacement head thru FedEx and I ended up paying FedEx for the tax and customs. I addressed this to HTA because this was all under warranty and they just ignoring this concern. Not even the Manager responds to my complaint.

I cannot recommend buying there, service sucks!

Also they obviously don't have any knowledge how the tax system works and they are responsible to pay these fees and not then end user who claims a warranty issue.

Don't buy there. Horrible staff and manager. Don't give you updates on your order. After many back and forth they confirmed my order is ready for pick up at their Surrey location. I went there and they couldn't fin the order. After one hour waiting they found out the order was not received in their system, but it was in the warehouse, and send me home. I had to come back next day. What a waste of time and 100 km driving. But no apologies, just it happens. They only care to write an order and get your money, but then you will be on your own.

Nick at HTA Richmond was amazing to deal with. From start to finish and even after that, couldn’t have asked for a more pleasant experience. No complaints at all - would highly recommend anyone to visit Nick, you won’t be disappointed! HTA was competitive with pricing and delivered everything as promised. Thank you!

After purchasing numerous products for new house build, I tried to exchange a sink my plumber stopped installing midway because a flaw/crack was found. After being told sure, no problem, we can exchange that for you, bring it in - I was completely treated the opposite upon arrival. I was told the sink would have to be inspected by the manager, upon which he said the sink had been mistreated and the crack in the sink had to be my fault. After insisting it came straight out of the box before installing, they refused to agree and insisted it had been dropped. Something they could tell by the way the crack was. I had no choice but to purchase a brand new sink plus the humility of being accused of being a liar. So unfair. I will never shop here again.

I had a really bad experience with their customer service. I was trying to order a toilet seat from them, and sent them dimensions to figure which specific seat i would need ans went to the store to look at the sample. They did not have any at their location and said they would order one from another location. One month of waiting, and now they say the toilet seat was special order so I can’t even return it. I am now stuck with a brand new unwrapped toilet seat that does not fit our toilet. These people are Unwilling to cooperate to switch to another model despite employee saying that it would be okay to switch if we did not open it from original packaging.now they are blaming us for the miscommunication. Make sure you know what you are ordering and get ready to wait for a month to get your order.

Kept trying to contact them since they said they would get back to me and never did. Leaving this review so I can get a response back from them.

Mistskes by mistakes. Never ever delivered the right items. Back order forever. I would give 0 star if I could.

Ankur (Sales Supervisor) was a big help in ensuring we got all the fixtures we needed for a recent project. He properly confirmed the entire order to ensure that we got all the pieces we needed, despite the complicated nature of the order (we already had some pieces and he was able to find the remaining parts we needed, in addition to a number of other additional items). His efforts and professionalism are much appreciated.

For those complaining about product warranties, remember, warranties are provided by the manufacturer, not the distributor.

We will be happy to use HTA again in the future.

Excellent Service from ANKUR (Sales Supervisor). Made sure all deliveries were on time & items were all labeled. I would definitely be reaching out to you on my next project.

Thanks,
Sonny G

Visit HTA before buying any of your products from anywhere else! What they offer is absolutely breathtaking and you will not find anywhere else! Pricing was great and amazing service. Would highly recommend.

I initially worked with Rebecca on my order. Due to Covid 19, Bhavya took over my order. Bhavya is very organized and I'm so happy that she helped me with my order. She labeled the products for respective rooms and coordinated with the warehouse to ensure the order was ready to ship.

Really impressed by their customer service. Our sales rep Bhavia helped us pick our faucets and toilets and followed up regularly for the order. I would highly recommend for quick and easy service.

Products are fantastic. Price and service are both great！People working there are really helpful， especially Jatinder， he really working hard on my orders.

Experienced staff and excellent customer service. They have almost all the brands and helped me get my plumbing on time for all my job sites.

We came to the store on the weekend without an appointment. The salesman Jatinder spent more than two hours to introduce all products to us. He recommended the right products within our budget. Great customer service. When I called him back the next day to change some faucets, he was very patient and suggested the right products to fit in our house style. I would recommend this place.

We've experienced different service by various staff here through our current renos. You need to ask for Karen - she's knowledgable, passionate and responsible. She helped us fetch and replace a part that was returned to their warehouse weeks ago and gone missing. When shopping for expensive bathroom or kitchen pieces, you wanna make sure your sales is reliable and someone you can count on. Karen can not only provide you that, but knows her products inside out and can make great recommendation. She also helped us save a lot of money sharing the upcoming/internal product promos. She understands time is money and is highly efficient in expediting the products we need. We can't thank her enough for her great service! Thank you, Karen!

It was a very pleasant shopping experience at HTA Products Richmond location. The Sales Rep Lucia was very helpful and knowledgeable to answer all of our questions about different products. She also provided us with a detailed quotation and project proposal right after our visit!

Very nice showroom, and helpful staff. They have a lot of products on display which makes it easy.

Great showroom. Clean, spacious and lots of variety. They are a bit understaffed. However service is good once you get their time. I think if you need a good idea of style, it’s a good place to go to!

Our plumber recommend us to get a 6 feet long bathtub from HTA. We went in the showroom on a weekend afternoon. 4 staffs were in the front desk and non greet us as we are not important at all (it doesn't seem they are busy).

We ordered 2 tubs from them and one of them is a custom order. We were told it would take 4 - 6 weeks to fabricate, but we had to constantly check back with them after 6 weeks to get updated. The customer service is just not there.

Great staff! Great Selection! CompetitivePricing! Definitely worth checking this place out over other stores

The products and services are quite good. Their deliveries are also on time. I'll recommend to my friends.