I am hoping to update this review in the near future.
I have a Danze faucet, the Foodie, which is still in stores and on the company website. In 2018 I filed a claim and they were going to send me a replacement, pending a photo emailed to them. I got busy and when the problem became obnoxious, I reopened the claim, this time providing a photo and requested information. The customer service rep Ben offered to replace it with discontinued faucets that did not go well with my decor to my satisfaction. When I replied that this was the case, another rep Eva let me know that my faucet model was indeed available and needed my phone number to send me a replacement. I sent that information and lo and behold, here comes Ben again, telling me they will not send me the original faucet, and that I must choose from their inferior options. At that point, I called customer service to ask for a reason why they could not send me the faucet I had purchased. Another rep told me "it's not available". I pointed out to Eva's email and she said "I don't know, but I will ask Ben to call you back." I asked if there was a supervisor I could speak to and she stated that Ben was the supervisor. The next day, I emailed Ben to remind him to call me and he responded that all communication would go through email or in writing only and asked whether I had made a decision on which discontinued faucet I would like sent out to me.
None of this seems to be a wise approach to customer service. At this point I plan to chase this issue just on principle and am hoping Ben is an aberrance to the company's customer service approach.
UPDATE:
After filing a BBB complaint, I was directed to a manager who resolved my issue. I was assured that my interaction was not up to their standard process and that they would investigate. A replacement was sent to me for reasonable shipping price. I would feel comfortable buying from this company again, as long as I never have to deal with Ben again. Their Foodie faucet is easy to use and aesthetically pleasing in their modern-transitional design. read more