My Experience with Studio 41 -- Years of Product Problems and Disappointing Customer Service…read more
In 2021, during the COVID pandemic, we purchased expensive Phylrich bathroom faucets from Studio 41 in Highland Park. Given the manufacturing and supply-chain disruptions of that period, I question whether finish-quality problems contributed to their deterioration.
A friend in San Diego bought the identical model and Polished Nickel finish at the same time. Both households experienced the same failures. Her original faucets were replaced, and now her replacements are deteriorating too. Two households, thousands of miles apart, deserve an investigation--not accusations of misuse.
Our drain plugs blackened within months. Replacement plugs did the same, followed by discoloration of the handles and pitting of the spouts. Replacement faucets also deteriorated. We've spent nearly $3,000 on the original faucets and three installations. Yet our Phylrich shower hardware remains beautiful, and our longtime housekeeper cleans the fixtures with soap and water.
The Showroom Ambush
Recently, my husband and I visited Studio 41 to pick up our third set of faucets. I had refused another Phylrich set and accepted comparable Kohler replacements. We also planned to purchase approximately $10,000 in TOTO smart toilets, which I'd discussed with salesperson Patty VanHuis by email days earlier.
For years, we conducted transactions privately at Patty's desk. This time, she approached us in the public showroom and loudly confronted us in front of customers and employees. She repeatedly called the replacement faucets "free," broadcasting details of our private transaction. Twice she suggested someone was pouring chemicals down our drains. When I mentioned our friend's identical experience, she suggested the same about her household.
Nothing about this has been free. We paid for the faucets, multiple installations, and years of disruption. Our master bathroom is still unfinished. Why accuse customers without evidence instead of examining the deteriorating metal? How would chemicals poured down drains explain damaged handles and spouts while our shower fixtures remain unaffected? I welcome independent testing.
I said little beyond repeating my friend's experience, then left to sit in our car.
Why This Was Particularly Disturbing
I praised Patty in my original Yelp review and repeatedly complimented her in emails to management. I have always treated her respectfully. She also knew from recent emails that I was undergoing cancer treatment and that the smart toilets would help with my medical needs.
Given our history of private meetings, I believe Patty deliberately chose the showroom to embarrass and humiliate us. It felt like a calculated public ambush. What kind of salesperson treats a customer she knows is dealing with cancer this way? In my opinion, her behavior was unprofessional, humiliating, and heartless.
Management and Follow-Through
My husband stayed and asked for an owner. The general manager came out, and they spoke cordially. The GM asked him to submit the $450 installation invoice. My husband has since called and written without a response. Reimbursement remains unresolved.
This was not our first experience with poor follow-through. During our cabinetry purchase five years ago, Zac repeatedly promised to call or meet about problems but failed to do so, as our emails document. I question whether dismissing concerns and failing to honor commitments is an ongoing Studio 41 practice.
I appreciate the Kohler replacements, but they do not excuse the years of product failures, the showroom confrontation, or the unanswered invoice.
Our Business Has Gone to Banner Plumbing
Studio 41 lost our approximately $10,000 TOTO toilet business. We've taken our business to Banner Plumbing, where staff are easy to work with, there is no drama, and customers are respected. I cannot recommend Studio 41.
Cindy Levin
