Splashes Bath & Kitchen

Order#02-19648, Claim#: 1317406
I recently had an unfortunate experience with Sales Representive Debbie Kwan at Splasher East Broadway showroom that compels me to share my feedback. We were in the process of building a new house and placed an order for plumbing fixtures. Initially, Debbie was helpful and knowledgeable, assisting us in selecting the right products. We were satisfied with her service until things took an unexpected turn.

We placed the order on Jun 11,2021, with a total cost of $15,201.55 and a $5,620.00 deposit. Debbie assured us the price was locked in without any changes. However, on October 7,2023, when we arrived to complete the payment, we were told that the NEOREST RH DUAL FLUSH, had been discontinued. (original price at $3452.83), but she promised that all other items keep the same price as in our original order.we were Surprising that Debbie did not communicate this important information to us through email or a phone beforehand. As the plumber installation and other consequential subcontractor have already been scheduled, We reluctantly agree to switch to a new model with an extra payment of $2,434; otherwise, it would result in a serious delay for our project. In addition, despite our request for a comprehensive invoice for our purchase, she failed to print it, citing computer issues as the reason.

Things took a concerning turn when, upon reviewing our bills on Dec 26,2023, we discovered that we had paid $22,597.10, nearly 50% higher than the original order. We immediately contacted Debbie and customer service, request a refund for the overcharged amount, and reconsideration of the additional payment of $2,434.20 resulting from Debbie's failure to communicate the discontinuation. If Debbie had informed us of this change earlier, we could have either picked up the old model or considered alternative options, avoiding the nearly 80% price difference. This additional charge should not be solely shouldered by us due to this undisclosed alteration.

While Customer Service Pyra and Manager Carson responded promptly, offering a $1,677 return for the discontinued item, Debbie's attitude was disappointing. When we contacted her to finalize the matter, she only consented to reimburse a $4,113.29 for the overcharge of other items, but she refused to refund the $1,677 for the discontinued item and treat us in a rude manner. She did not say “sorry about overcharge”, she didn’t explain why the overcharges occurred and even worse she yelled on the phone, claiming that she "helped us to get the refund. “it seems that we should express our gratitude for the refund resulting from her error.

Debbie's questionable response raised my concerns. Why didn't she inform us about the discontinuation of the NEOREST before final payment? Why was a comprehensive invoice not provided on Oct 27,2023; even if the computer system had issues, Why didn't she email the invoice after that day? These unanswered questions cast doubt on the integrity of the transaction.

As of now, the matter remains unresolved, but Manager Carson and Customer Service Pyra have been responsive and professional. We will keep updated on the progress of this issue. I share my experience as a cautionary reminder that even reputable companies may have employees who act far below the standard level of respecting customers and maintaining transparency during transactions.

Exceptional staff goes the extra mile to advise and get you what you need as soon as possible. It's actually fun to shop for plumbing there!

My Andrew Sheret account representative was very helpful, efficient and great natured person to work with. All my concerns were dealt with professionally and accurately, Thanks so much Ardele!)

Ardele could not be more helpful or efficient. She's provided thought economical revisions and thoroughly explained how things work, pros and cons, all the things we need to know to make the best decisions.

One word - Erlene! She was recommended by a friend doing a reno - so knowledgeable, made the entire experience of selecting our bathroom and kitchen reno fixtures simple and painless. She thought about every detail and helped guide us thru selecting our fixtures factoring in budge, quality, availability and practicality. She responds quickly over email and supported us all thru to the end even at pick-up by reviewing with us all the items we purchased. I would recommend Splashes for their wide selection and definitely ask for Erlene to help you with your reno purchase.

These gals (sales team) where so knowledgable! They saved my Bacon on my plumbing project. THEY CARE!

We have a faucet which we bought several years ago at Splashes.
Some months ago the spray head started "acting up".
I went to Splashed on Broadway. Alexandra was the lady we spoke to. What a service! She ordered the part for me. When it arrived she called. I picked it up. No charge.
The same faucet started leaking from the pull our spray head. Walked into the store today (rather then going on the web, ordering, waiting etc.etc.etc.). Explained what happened. This time Debbie was the rep who helped me. She opened a drawer, pulled out the parts I needed and gave them to me. No charge. I was in the store for 5 minutes (at most).
Really great service at this store. Maybe a bit more expensive, but worth every penny. Kudos!

Erlene was very knowledgeable and patient when helping us plan and pick out items for our garden suite renovation several years ago. She was our go to person when we needed a toilet for our upper suite recently. Unfortunately there was a problem with the tank part of the toilet. She made the return and replacement a breeze. Thank you Erlene for your continued exceptional customer service.

Erlene is so wonderful to work with. Always so quick with responding to requests, sending quotes, and very helpful. I highly recommend working with her and her colleagues at Splashes.

We are building a new house and Erlene has been wonderful helping me get all the plumbing and fixture parts that I need. I would definitely go back to Erlene if I built another house.

Showroom consultant, Debbie, made calls on the spot to the manufacturer to check on specs and configurations to see if it would suit my needs. And when I showed her a shower component that I had researched to ask if it would fit my shower dimensions, she right away knew it wouldn't but showed my a similar fixture in the showroom from the same manufacturer, Hansgrohe, that would precisely fit my shower which was in stock. That saved me a ton of time and effort to find the right shower mixer. Goes to show that being in person and asking questions is best than emails and phone calls.

Our experience at Splashes was amazing. Hannah was extremely helpful and very knowledgeable. We found everything we needed in one visit and everything was in stock.super happy! Thank you

Ardele is amazing. Her knowledge and great personality make it a pleasure to deal with her. If you are looking for great products with incredible customer service, I highly recommend you go see Ardele - you will not be disappointed:)

Excellent service from Debbie and was able to source materials according to spec from designer.

Debbie Kwan gave me excellent service. Knowledgeable, quick and efficient, explaining the differences, benefits or drawbacks. I was pleased and would recommend her in a heartbeat

Excellent service and product knowledge by staff, specifically Anita N. Polite, helpful and on time realistic expectations. Definitely recommend Splashes Bath & Kitchen for quality and customer service.

We dealt with Debbie and she was awesome. Friendly and very helpful. I would definitely recommend dealing with her.