OVE Decors

I have been waiting for defective parts to be replaced for 5 months now. Customer service has you on hold for a very long time.

Edit……
Thank you for sending me the defective parts.

Absolutely one of the worst customer care service in Canada. Phone line either hang up or no one call back, email non responding, don’t purchase the product from here!

Purchased outdoor sofa set several years ago, product is fine except for the adjustable feet. Sent an email for assistance 6 weeks ago, got a “we’re very busy and haven’t forgotten about you” 4 weeks ago and I emailed today and their support email box is full and rejecting new mail. Seems like they got one foot out the door or no staff for support.

What a disappointment. Nice shower doors but at best marginal instructions. Customer service is TERRIBLE! Waited 5 hours for a return call. Needed a part and got the same” we’ll call you back”. It’s been 3 weeks. They say the aim for the best customer service but it appears their aim is not that good.
Also, in the product package it says leave a review with the code word “Happy” and receive a lifetime warranty. I did and left a comment about their customer service and haven’t received the email for the warranty. Evidently only good reviews get lifetime warranty not honest ones.
It’s a shame. The product is nice but maybe not worth the trouble dealing with them.

We purchased a Lorenzo double sink Ove vanity from Lowes and upon installation saw the door had bubbling paint and one of the drawers would not close fully. I contacted Ove and through discussion their customer service indicated they could mail out a new door and drawer. We got the email indicating when it would be shipped but it said one item only. I emailed back and was told two pieces would come in one delivery. That was February of this year. March 22nd we received an email indicating our pieces would be delivered in a few days.
I have been attempting to contact customer service by phone and the wait time the last five times has been over an hour. The emails I have sent asking where the parts are have gone unanswered. The website shows me a page that says “I’m sorry” and a write up of how the warehouses have merged into one and customer service is delayed I am a bit confused as to how to get in touch with the company.

Très bon service après vente et ça ces très important. Pour des pièces d'une douche de 2009.ils ont encore des pièces de rechange. Merci Rita Nasri.

Nous aimerions remercier Mme Chantal Audette pour son chaleureux accueil au centre de liquidation OVE en ce dimanche après-midi. Malgré le fait qu'elle était seule à assurer le service et qu'il y avait plusieurs clients, elle a pris le temps nécessaire afin de répondre à nos questions avec le sourire. Très respectueuse, elle nous a laissé discuter entre nous sans aucune pression. Lorsque nous avons fait notre choix, elle a prit le temps de nous imprimer les spécifications de l'article que nous voulions acheter. Nous sommes très heureux de notre achat ainsi que de la belle rencontre que nous avons fait avec une personne aussi sympathique et dévouée qui est de plus en plus rare aujourd'hui.

I tried to call the customer service 10 business day in a role for the product support. It always indicated there are at least 30 ppl waiting in front of me. The customer service team is not reachable

Terrible customer service. Been waiting for a replacement door for my poorly crafted bathroom vanity for two months. Just awful. Tried calling a few months. Waiting queues are 25 and up. Buy somewhere else.

I ordered 3 vanities from Ove and I was very pleased with the service. Brandon gave me impeccable service and was very knowledgeable with all their products. I highly recommend Ove!

Service professionnel par Haim et Jacques, amicaux et ils prennent le temps de nous donner des informations et des photos de ce que nous avons besoin. J'ai acheté pour plus de 3000$ de matériels pour notre salle de bain, et je ne le regrette pas!

On a eu un meilleur prix et une meilleure qualité qu'ailleurs, je recommande fortement OVE!

Merci!

Called up for info on a shower door for a client, 30 seconds onto the conversation with customer service and she hung up on me. She never called back and I WILL NEVER do business with them. Bad customer service is a big NO NO for me.

Bought a vanity a few months ago, took it out of the box to discover several issues. First, I noticed the doors were caved in. This was due to the "stop" that had completely broken off and was laying inside the vanity. The next thing I noticed was one of the drawers closed further into the body than the other, and both drawers were difficult to open. There are several superficial imperfections throughout the vanity that should not be there in this price point. One even looked like it was "touched up" at the factory. I also found a random screw inside, not sure where it came from yet. The vanity itself looks nice, but for the price I was expecting much more quality control. There were also multiple nicks on the stone top. Lowe's was nice enough to give me a (very) small refund for my issues when I brought it up to them, but when I left a (generous) 3 star review on their site, Ove Decors contacted me directly. I sent them all the pictures I took, and they came back and said that they would give me $200 to at least help replace the top, which cannot be sold by itself.so I would need a custom top I thought that was nice, and they told me I should be receiving a check in 3-5 weeks. That was TWO MONTHS AGO, and now I cannot get a returned call or email. Last I talked to someone they blamed COVID (of course) and said many people are waiting on compensation checks due to quality issues.so this is not an uncommon occurrence and obviously low quality. I'll be happy to revise this review if the company actually comes through, but I'm not holding my breath at this point.

Edit: Fair is fair and I finally did receive the compensation check I was promised so I am upgrading my review from 1 star to 3.

This Company has one of the best customer service Departments I've had the honor of dealing with in many years. Representatives where very knowledgeable about what I was wanting to order.

I have never left a one-star review yet I've left dozens of reviews, to encourage local business. The one star comes solely from the most insulting customer service I have ever received from a company.

I purchased an OVE mirror from Costco. I unfortunately noticed it was damaged when I got home. There is a notice in the box to contact customer service BEFORE returning it to the store. So I did. They said my only solution was to to return it and buy a new one. So I did.

Lo and behold, the second one was also damaged. I wrote back. I mentioned that quality control must be lacking (two damaged mirrors in a row) and that I hoped a resolution could be found that didn't include going back to the store a third time (there's only so many times a customer should have to do that).

After 5 days, realizing I didn't get a reply, I wrote back asking for a follow-up. To my surprise, I received an automatic email saying I was on the blocked customer list!

In my 40 years of life, that is a first.

Shame on this company for producing chipped mirrors and selling them.

Shame on this company for ignoring legitimate complaints.

Shame on this company for encouraging to contact customer service before returning their product to the store, to only tell them to return to the store and then block them for daring to flag a recurring error in their quality control.

I will be returning the product, but I will not be replacing it with any OVE product ever again.

I have been trying to get a hold of you to see if my parts are coming. To the shower that I had installed that is one of your products. It is called Caicos shower. It is leaking considerably. Three of the other pieces are splitting. When I called and talked to Andre he said this is what the shower will continue to do this. The parts are hard to get. So this should be our solution.
My money should be fully reimbursed for the shower. My money to have a gentleman take it out and re-put another one in should be at your cost. I would hope someone would get a hold of me. As I need a shower working and not leaking on my woodwork and floor.

I bought a bidet, Irene Classic 22 months ago. I was very pleased with it until it completely stopped working. I called and talked to a supervisor at Ove. He replaced the toilet seat. It came in 3 business days. Everything is working well again. Thank you!

Bought a bathtub from Costco. A flexible hose got damaged during installation. Company replaced it at no charge. Only irritant - it took them 2 weeks to ship out. Wish it was sooner since my new bathtub installation is held up. But still love the product

We have not had this toilet installed for too long. It has started making this noise after every flush. I took a chance & tried this unknown brand. I'll keep you posted regarding the problem, cost, customer service & warranty support and whether I will try this brand again.

12/20 Update. I was encouraged that the company responded and shared that they'd stand behind the product. After an extremely busy week, I called the company on 12/17 and waited on the phone for 25 minutes. I shared the story and a CS rep shared that they would search for the video and call me back. No call back. RCVD an email asking for my receipt and a video link, which I already sent. Tried calling CS today to explain that the company that installed went out of business. However, I was #20 in the queue and am still awaiting a call back. All those who might view this: I'm a fair, reasonable and honest man. I am very tired of the cost of poor quality, which you and I, the average consumers out there, have to pay, while companies are profiting off of us and not standing behind their products. I'm giving Ove one last chance. However, I do not have the time to deal with waiting for people to determine whether or not they're going to stand behind their products. This product is simple technology that's been around for a long time. I don't use it that often. It's a recently remodeled bathroom! It's time for companies to start making things better, not cheaper. Reducing to 1 star, but very open to increasing if great service. I understand that things go wrong. But when they do, actions speak louder than words. I'll keep you posted.

Bought 3 Elijah, 42' vanities from Costco. Lots of defects: counter top edge not polished ; painting over dents ; paint going down the door was left to dry ; one of the doors was not even painted properly. Called and put on hold for 2.5 hours until they closed the call centre. Sent messages via FB Messenger, emails. No one reach out to me for more than 36 hours. And you get all these "goodies" after you unpack. Never, ever going to buy their BS.

I recently bought a vanity and upon opening the packing noticed there were a couple cracks in the sink. I followed the instructions included to not return the vanity to the store and follow-up via email asking for assistance. I sent the first email on 10/8/21 and got an auto-reply that I would receive a response back in 2 business days.

14 days later I decided to follow-up again today asking if I could get some assistance and received an auto-reply that my email has been blocked. I’m not sure why I would be on their customer block list when my initial email was not provoking, interrogating or negative. I simply wanted someone to help resolve this issue instead of taking it to the store.

This is very unprofessional and the company should not be including an informational insert to contact the OVES customer service is you are going to be blocked and not properly assisted. I will be submitting feedback to the store headquarters where I bought my vanity from that this company is not taking ownership of their products and providing simple customer service.

Buyer beware!

When the OVE shower door broke in my rented apartment downtown I wrote an email to customer service at OVE. In the email I explained that the item had been bought in 2018 but according to the company's policy, those doors are guaranteed for 5 years. I got an immediate response from Mr. Andre Grant who took immediate action. They are not just replacing the broken panel they are giving me 2 new shower doors. It has taken less than 10 days. What service.
Let's don't forget, that most of the time " guarantees " have a hidden clause, but not at OVE, they are true to their words.
Mr. Grant thank you, you are a real gentleman and I am the happiest customer.

Resolved my missing parts order very quickly.
Thank you Jennifer Parsons.

Much appreciated.

We scratched the vanity when moving it into the bathroom. I called to see if I could get the paint color and they sent me a little tube of touch up paint! You can’t even tell it was scratched and we love all of the drawers in the new vanity.

I want to thank Sadia Usman for her assistance in the replacement of my Ove shower door. She made the process simple, quick and eliminated the stress I had when I started the process. Most importantly my wife gets to enjoy her shower again and I, get my bathroom back.

I purchased a vanity in November 2020. After installing it one of the drawers did not close properly. I called their customer service department and was told that they would send me new glides for the drawer but that they were backorder. I finally received them in February but they were not the correct fit. I called them back and was told that they were the ones for my vanity. I sent them pictures to show them the difference but heard nothing back. I followed up again several weeks later and was told the person who looks after the parts had been on vacation. It surprises me that a large company like Ové has only one person in their parts department. I had to contact them again to see what was happening with my request and still no response. The service is absolutely terrible, they never follow-up and do not deliver what they say they will do.i even spoke to my salesperson who said that their sales had grown much faster than expected and they were not able to provide the proper follow-up service.
I do not recommend doing business with this company!

Stellar after-sales service! Yolaine is the absolute best! Courteous, attentive and effective.

In a time where customer service is not always the best experience, Yolaine and the people of Ove bring back what business is all about. Customer service! They truly understand the importance of not only selling a product, but backing it with a solid, reliable, effective and efficient after sales service team. True old-fashioned business ethics when your word was golden.

Gino, Spanish Pat and Eric are all top-notch representatives of the company that go out of their ways to assist in regulating an issue.

Cheers to everyone at Ove.

J'ai acheté une guirlande lumineuse chez eux, trois ampoules non fonctionnelles dans la boite. Après une longue attente, j'ai pu parler au service client qui me promet d'envoyer mes ampoules de rechange sous 1 semaines. Je rappelle une semaine et demi plus tard, a nouveau 30 minutes d'attentes au téléphone toujours aucun ticket d'ouvert dans mon dossier; on me demande de patienter un peu car le délai de traitement est long. Vraiment un service ordinaire.

Mise a jour: Après un nouvel appel (le troisième), et encore 30 minutes d'attente, j'ai parlé a une personne très compétente qui a immédiatement réglé le problème et placé ma commande, la commande initiale ayant été perdue. Je devrais recevoir mes pièces dans quelques jours.

Purchased a light fixture that was missing a crystal. Requested a new strand & received it within 1 week. Very happy with the prompt response.

Une pièce de ma robinetterie Abbey de mon ensemble combo "bain/robinet" Gianna 63 acheté par le biais du site web de Costco avait un défaut de fabrication apparent. J’ai communiqué avec Ove Decors et Jennifer Parsons du service à la clientèle m’a rapidement informée qu’une nouvelle pièce me serait envoyée très rapidement et sans aucun frais. La réception de la nouvelle pièce a été très rapide. C’est certain que nous aurions souhaité qu’avant l’emballage (soit dit en passant très soigné, méticuleusement emballé) les pièces devraient être méticuleusement inspectées ce qui éviterait des délais pour les clients et des frais pour Ove Decors. Nous avons apprécié le service à la clientèle de Jennifer Parsons et nous n’hésiterions nullement à nous procurer de nouveaux produits Ove Decors.

I had an after sales issue, OVE's response was fast and completely satisfying. I also was able to order an extra piece of material for my design and found that experience totally positive. Great communication, good company to deal with.

We purchased a vanity for our bathroom and love it! When it arrived one of the feet was missing the adjustment screw. Not sure if it was lost in transit or never attached. Amazing how a $3 part affects a 72” vanity! Nevertheless I was on my way to Home Depot to search for another one and thought “I should email OVE and see if they’ll replace it. ” One email to the right person and boomI get one Fedex’d to me. Kevin Belafi and OVE have another satisfied customer! Thanks for making my small inconvenience a big deal to your team!

I asked for some touch up paint for my bathroom vanity. They quickly sent it to me with no charge! Great service!

We ordered a vanity of theirs first through Houzz. After a month of waiting for it, it still had not been delivered and Houzz could not tell us when it would be delivered, so we assumed the issue was with Houzz and canceled the order. Then we ordered the same vanity through Home Depot. Home Depot failed to meet the original delivery date promised, same as Houzz. It has become apparent that the issue lies with Ove. When I was finally able to get in touch with Ove's customer service, (three days after the scheduled delivery date on our new order) I was told that the item still had not shipped and that they could not even tell me when the item would ship. At this point, i don't know if I'll ever get the vanity. Avoid this company and purchase from another.

We had completed renovation of our bathroom and installed OVE shower cabin and shower panel nine years ago. Both products are an excellent quality and we are happy with our decision to by shower from OVE. Lately some minor problems emerged with the shower panel. I contacted Customer Service Department and got immediate positive response from Patrick to my request. He not only provided me with the valuable recommendations what should be done to resolve my problem, but also advised me that spare parts would be send to me immediately. I got a parcel with everything I need to fix my shower panel within three days. Thanks a lot Patrick, great job! Great Customer Service!

Found Patrick to be really helpful regarding an installation problem. Unit had minor scratch, so Patrick sent out a touch up paint.

Really pleased with final installation and product.

Andre was most helpful in resolving my problem with the ove smart toilet. Needed parts were sent out immediately. Problem solved. Very much appreciated. Highly recommend.

I am in love with Ove Decors vanities and their quality but I’m far more impressed with their level of customer service. They really go above and beyond for their customers and are so nice, helpful and really makes you feel that they care. I have never experienced that level of customer service from anyone before, they truly raised the bar. I purchased a vanity from 2018 assembly and I couldn’t remember the name of the vanity but I needed a replacement door and I spoke with Patrick Turgeon and he took the time to go through the catalog until we found out that my vanity was Melpark and sent me the door and hinges. Once I received the door I realized that I neededth the door knob as well and I called back and I spoke with Jennifer Parsons who sent it right out and at no cost. Every encounter that I’ve had with their customer service has been top notch, nothing less than exceptional and it’s a great feeling when your treated with that level of care as a customer. Thank you all very much!

Admittedly, I have only purchased Toto bidet toilets and only considered Toto. But we took a chance and purchased an Ove bidet toilet from Lowe’s last year. We love it! We accidentally dropped the remote control, causing the screen to go dead. Ove customer service was so professional and quick, and the replacement remote control arrived in just a couple of days. Now that’s great customer service, which is reflective of its values.

Ryan

Inquired about the availability of touch-up paint for a vanity (which I scratched). Agent replied quickly and sent a vial of paint free of charge in less than a week. Greatly appreciated!

I bought a shower door the other day. When I got home I noticed that it seems that the box had been opened. There were some parts missing so I called OVE customer service. She immediately asked what parts I needed and sent them out. The parts were here in 2 days. I have dealt with a lot of customer services and I have to say this went the quickest and most friendly I've contacted.
Here's another * because there are only 5 above.
Ralph Macey

Excellent product which replaces a round toilet with elongated in a round rough in. Have 3 in my house. Had a problem with one of the soft close seats and OVE shipped me another at no charge.
Could not be better.

J'ai été très impressionné par l'excellent service après vente lors du remplacement des pièces pour des portes de douche. Merci à André Grant pour sa courtoisie et la rapidité à recevoir les pièces. C’est assurément un service après vente impeccable.

I have never been so pleased with customer service. I requested a couple of parts and a replacement part for my OVE Medicine Cabinet and they turned over backwards to complete my request. I highly recommend OVE for their quality craftsmanship and excellent customer service. Thank you!

I was pleasantly surprised by customer service. My son accidentally shattered our one year-old OVE bathtub door, and they delivered all necessary replacement parts free of charge, no questions asked. All they requested was that I write them a positive review. Done.

I purchased a shower kit from Lowe’s that may have been returned. I contacted OVE and spoke to Andre over the phone and he took the parts numbers from me and had them shipped and delivered from Canada to the USA in two days. Tremendous service by this company and a gorgeous product. Thank you.

Thank you Patrick and your awesome team you have been amazing! After our house flooded and having such a bad experience it was so wonderful having truly a great result with you and your team.

Hello, I am writing about my experience. It was EXCEPTIONAL! Wow, was I impressed! I called after we lost the plug for the “bladder” of our pool float that we had purchased in 2017. We didn’t use the float last summer but this year, called and reached Andre, who could not have been more pleasant! From the moment he answered the phone, he was friendly, kind and upbeat. So helpful too! I actually ended the conversation with a smile on my face and wished every conversation with a stranger could be that wonderful! Applause Andre! And when our plug arrived days later, I was smiling more! What an awesome experience and what an awesome company! Thank you Ove Decors and thank you Andre!

Sent from my iPad

I called with concerns about using the proper cleaning & sealant products for my Ove vanity that I purchased through Costco. Service was excellent as they sent out product samples to clean my cultured stone vanity. Thanks to Ove, I now know which products to use to ensure a lasting, beautiful countertop. Thank you so much.

I had an amazing experience through OVE decors, they provided me with the most helpful and effective customer service experience. I'd recently purchased a product from the company and encountered an issue, I then proceeded to contact their customer service. I received support from Andre Grant and he was quick to resolve my issue. I am absolutely satisfied and happy with this company. I would definitely buy from them again and 100% recommend their products to others.

Beautiful vanity.
I bought it from Costco. Com.
There were scratches on the back. After one call Ove sent me touch up paint within a couple of days.
When installing the faucet, we discovered a tiny nick. Ove sent me a replacement and it arrived in two days.
This is a wonderful company. I would definitely buy an OVE product again.

Très belle expérience du service après vente. Rapidité et courtoisie de la part des représentants du service à la clientèle pour le remplacement de pièce.
Excellent produit!

I’ve been a plumber over 50 years and installed Ōve products over the years that have been great, I never had any complaints. Customer service really try’s to help with with any and all issues that may arise.
Recently a Lakeway, TX client had a freestanding tub delivered and because the shipper didn’t pay attention to the box labeling or just had no clue on how to ship acrylic tubs and shipped it standing up on one end!
Big no no! It cracked at the seam because it bounced on the end all the way.
They must be shipped laying down on they’re feet to support the tub during shipping and for all of its installed life.
Andre Grant and Patrick Turgeon have been more than helpful on multiple occasions, as well as great listeners and always courteous even when I wasn’t the nicest person to talk to.
I tend to be real protective of my clients and can be hard to deal with at times.
They even took my suggestion to watch YouTube videos to become better in formed about the installation of tubs and sinks so that they could understand plumbing better to be able to facilitate the installation of their fixtures when talking with clients. That’s above and beyond!
Give them a raise Ōve! ;)

We purchased the Sydney 60 shower door because of the look and style. I installed it myself and the instructions were easy to follow. It looks great! Had a small issue with a set screw on the handle. I called the customer service number and they were super helpful and sent out a replacement via Fedex immediately. Great product and great customer service! Well done!

You Rock! Absolutely Love the door! First class, beautiful, functional, durable! 3/8 maybe 7/16 thick, Happy to squeegee it! The door sweep/deflector you sent fit perfectly! Can’t wait to renovate another bathroom so I can buy another door from you!

I ended up needing new hinges for two of the doors on my vanity and upon contacting Ove, the hinges were sent out immediately. The communication was easy and I was pleased with the service.

Patrick was outstanding Pleasant tone of voice. Treated me well and went over n above to take care of my issue.

We purchased two large LED mirrors for our master bath. Each mirror was shipped separately via UPS and both arrived broken. Andre at Ove Decors was extremely helpful fixing the issue. He arranged for a different shipping method and processed the new service order quickly. When opening the broken mirrors the first time around I noticed the mounting brackets were fixed for a horizontal orientation even though the product can be hung vertically or horizontally. Andre sent us two extra brackets, no charge, so the installers can hang them appropriately. Happy with the service we received!

Completed a recent bathroom remodel and ordered 2 beautiful Ove vanities. The value and quality are impressive. There was a minor flaw with a handle on one of the drawers so I called and requested a replacement. Patrick T. Went well beyond to make sure the correct drawer was selected and that my concerns were rectified. Excellent customer service! I received the replacement drawer within days. It looks great! Very positive experience

The customer service line was courteous and helpful. Patrick T.answered my call was able to solve my issue.

Spouse & I have been using this toilet for seven months now. We love it.

Upsides: Everything works. The cleaning features with warm water are nice. The heated soft close seat is nice. The automatic deodorizer removes smells. Auto flushing works. Wish the water level is higher. The blue light works as a night light and is a nice feature. The bowl opening is large & is a hard to miss target for a standing guy.

Downside: It might be a little complicated for a guest bathroom. Not for children. An 8yr old grandchild tried the bottom cleaning feature and water went everywhere. Too skinny. Lastly, I suppose my days of making simple toilet repairs are past.

I Love this toilet and I recently contacted Ove’s customer service because the intake valve was faulty, and they were extremely responsive! Thanks!

I was in a dilemma after purchasing my base for my OVE Amber shower door I called OVE and explained my situation to Jennifer Parson and without delay she came to my rescue! She said she would ship me a door for my base. I asked her how much I needed to pay and when she said nothing I couldn’t believe my ears. Well it didn’t stop there, due to my inexperience for what it takes to install a shower unit I didn’t realize that I needed a man entire kit with the exception of the base so I called back and let me tell you I am not exaggerating when I spoke to Jennifer again she was even more helpful and patient with me than the first time! Long story short I now have an entire OVE Amber shower unit in my bathroom and it’s so beautiful I love it! I would recommend this manufacturer to anyone needing or wanting to add a beautiful bathroom shower to their home. If there was such a thing as a 10 STAR rating I would say they and their staff are a 10+!
#verysatidfiedcustomer

I brought the OVE – Mio-5 LED Ceiling Fixture for my breakfast area last August. It is stunning and bright. Recently, some of the LED light bulbs stated to flush. I contacted the customer service and got replacement in a few days. The customer service is amazing! Thanks to Patrick who were very kind and helpful!