Kitchen & Bath AuthorityReviews of kbauthority.com

Purchased over $2000 worth of plumbing. Our tub faucet was missing elbow adapters and I cannot get them to do anything or replace the items. I even offered to order them separately but they can't find the parts. Customer service is not helpful. I would find somewhere else to purchase items.

They lie, they lie, they lie! Item showed in stock on their website so I ordered. The next day I get an order confirmation stating my order will ship in 2-3 weeks. I canceled my order that day. 8 days and 3 calls later still no refund. 5 days ago (Monday) I was told my refund was processed and I should receive it with 24 hours. 3 days ago (Wednesday) I got an email confirming my refund was ordered that day. As of today still no refund. Pay more somewhere else if you have to but stay away from this company!!

In 11/2019 I purchased a steam shower for $3600. I used a company associated with them to pay it off in 6 months with no interest and asked them to hold it for a few months as my new place wouldn't be finished until 4/1/20. When I was ready for it I was told it had been on back order since 1/2020 and would be available in about 6 weeks. This January, after they are saying 5/2021, I asked to cancel the order and issue a refund. They said they would take care of it and I should have the $ within 10 business days. Two weeks ago they said they would take a moment to contact the company who collected payment since it seemed like they were the ones who dropped the ball, and send me an email update in a few hours. Last week I contacted Bread, the other company and they said they have never been contacted by KBAuthority and can't issue my refund until they do. I have sent emails and made calls to KB and no response. My next move is the FTC.

Ordered a Toto toilet and toilet seat for $533. Was delivered and the toilet bowl was shattered when we opened the box. Called and emailed customer service immediately, and they told us to take photos and send our claim and the photos to them. We did both and they confirmed receipt. They then sent us a notification that the manufacturer confirmed that we should dispose of the broken toilet bowl and send the seat and tank back to Kitchen & Bath Authority. They asked us to put the boxed items in front of our door and UPS would pick them up. UPS never picked them up, so we took them to UPS. We then got confirmation that the items were received by Kitchen & Bath Authority. Thirteen days later, we had not yet gotten the refund, so called to check the status. They told us they had received everything they needed and that they were processing the refund and we would receive it by the end of that week, which was 3 more days. We did not receive the refund, so called again after 3 more days to check the status again. Once again, we were told that the refund was being processed, and we would have it by the end of the day. We never received it. Called again the next day, and the person we spoke to told us that they had to first locate the items in their own warehouse before they could process the refund, but that they would do that and send us the refund by the end of the day. Once again, we did not receive the refund. We had to actually go to our credit card company and ask them to dispute the charge for us, which they did, and only then did we get the refund. We fortunately haven't had an experience like that with any other companies that we order products from, which are many! We're not saying it's a bad company, but this was definitely a bad experience.

When ordering a $1100 shower system in early August. I was informed that one piece would arrive the subsequent week. When the package arrived I was missing 4 more unexpected pieces including the trim. I was told this would come two weeks later now. Then another two weeks Then a month. Now over 3 months later I am still waiting. I have been told tentatively i would receive these pieces in late December. Their only solution: I cannot return anything and they will provide me with a different model that will force you buy further attachments. I've asked numerous times to talk to managers along this journey and was actually told "they aren't going to tell you anything new" I would avoid business with them at all costs.

Please be careful ordering products from this company I ordered a new bathroom vanity with a quartz countertop and experienced marks/ stains etched into the vanity top within the first month I contacted KB and got the run around between the manufacturer, Chans and KB authority. Neither were willing to stand behind their product. Terrible customer service. Buyer beware!

I ordered a faucet for my kitchen only to find out weeks later that it was not arriving. When I called my representative Joseph V. he could care less. I received no response to my email. No offer to help me find something new. Worst customer service ever. I will not purchase anything from these guys again.

****AVOID THIS COMPANY**** I SUSPECT THIS WAS AN UNAUTHORIZED REFURBISHED / REPACKAGED PRODUCT Ordered a Toto Legato from KBAuthority. It was left on our driveway, leaving no ability to sign nor add the "pending inspection" clause as directed. The box was completely open on one corner, so I took photos. Because Toto shipped the components inside other boxes and the toilet itself was undamaged, we assumed we were good. As this is our 4th Toto toilet, we were shocked that the packaging not on par with the other toilets we've received that had injection mold packing and took 2 hours to unwrap. The plumber arrived at 1:30pm PST the next day and was nearly done with the install when he said the "fill tube clip" was broken, and we could not use the toilet without this part. I called KBAuthority immediately, but it was already closed for the day. I decided to pay the plumber for the fill tube clip at that time because it was cheaper than having the plumber return. Next, the plumber told me that there was no toilet seat in any of the component boxes that came in the shipping box. I provided pictures to illustrate the box condition,the plumber's receipt for verification, and requested KBAuthority provided the missing lid and fill tube clip in case the generic clip didn't hold up. I called KBAuthority, reported the problem, filled out the claim form, and here's their reply: "Thank you for your recent purchase with us at KBauthority.com. [2 irrelevant paragraphs omitted] Please also note any damaged items must be reported back to KBA within 48 hours; so that we can request either a replacement part or refund for you. We do not advise, or suggest that you go elsewhere to get the parts replaced, and if you do, it is on you if you purchase an item elsewhere; we do not compensate/refund for parts you purchased outside of KBA." I cannot prove a toilet seat (~$70) is missing in the box when it is not there! Further, the 48 hours wasn't sufficient time for me to get the plumber scheduled and installing the toilet when the broken tube filler was discovered. Seems to me that you should honor the customer request if the customer contacts you within 30 days, but 48 hours makes it impossible to get the product inspected and installed. They know that. I had three calls with KBAuthority customer service; in two cases the reps were downright condescending and rude. The first rep was nice but provided inaccurate information (she told me the Toto was experiencing a shortage and no toilet could be shipped until late September; then it shipped two days later). My guess is that these reps are constantly battling with angry customers and it causes them to lose their cool as the day passes. I'm off to open a case with Toto to verify this is a legitimate Toto toilet with Toto parts. I would have never ordered from these guys except they were the only company who showed the toilet as in stock, and our toilet was broken. Boo.