Kingston Brass, Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12363652, and find that this resolution is satisfactory to me

Customer did not have proof of purchase but supplied photos of defect, as courtesy full product replacement will be sent to customer

Initial Business Response /* (1000, 5, 2015/11/13) */
Contact Name and Title: *** *** customer ser
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@kingstonbrass.com
Consulted with customer to return product to Seller (amazon) as defective productSeller has a day return
policy,unfortunately customer past return windowOur warranty will only cover replacement PARTS not full product replacement,in addition any refund request please contact sellerAs one time courtesy we can sen out replacement faucet with proof of purchaseplease send info to ***@kingstonbrass.com Any questions please call me with information provided
thanks
Initial Consumer Rebuttal /* (3000, 12, 2015/11/30) */
Kingston Brass sent a replacement however, it had the same defectWe are pursuing a refund as it seems this lot of faucets is defective
Final Business Response /* (4000, 18, 2015/12/08) */
Arrangements made for seller to refund customer defective product purchased from amazon
Final Consumer Response /* (2000, 20, 2015/12/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12677711, and find that this resolution is satisfactory to me

we have received customers complaint and reached out to customer for refund process, any returns is subject to a 25% restocking fee and customer is responsible for item return
Kingstonbrass will waive all return fees and prepaid return label will be issuedCustomer will be refunded full
amount

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12203320, and find that this resolution is satisfactory to meI would like for the complaint to remain open until a full refund has been issues and shipping label has been provided

Contact Name and Title: *** ***
Contact Phone: ***
Contact Email: ***[email protected]
Sorry to hear customer experience,we have no records of customer and may purchased thru our retailersFull product replacement can be sent with proof of purchase
Replacement parts
available to order with credit cardplease contact ***[email protected] to process special request

We made contact with customer and advised item was back orderedNotified customer alternative parts will be sentItem shipped via usps priority Track #: 940***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and find that this resolution is satisfactory to me

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1[redacted]5, and find that this resolution is satisfactory to me.

We received complaint and as courtesy we will send replacement part to customer.

We received customers complaint and sorry to hear the service customer received. Our limitation warranty covers only in the U.S, as in good faith we will send replacement part to customer. tracking info will be emailed when item ships. Link warranty below for...

reference.
https://www.kingstonbrass.com/Warranty_s/651.htm
Thanks

Initial Business Response /* (1000, 5, 2015/08/26) */
Contact Name and Title: [redacted] customer ser
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@kingstonbrass.com
We don't have any records of [redacted],if customer can send order number or model number we can send out corrected part...

soon as possible.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the response as an interim answer pending me sending more information to them. I cannot accept the response as a final resolution at this time. /J
Here are some pictures of the faucet and box that shows Kingston Brass. Also one photo shows the model number as KS7815BLBS+

Our order number for the replacement part was XXXXX. I ordered the part on the advice of Kingston Brass.
Final Business Response /* (4000, 16, 2015/09/11) */
After sharing information with customer, faucet is discontinued and the factory no longer produces parts for this item. Customer submitted item of replacement of their choice and shipped via fed ex tracking# XXXXXXXXXXXXXXX. Thanks
Final Consumer Response /* (2000, 23, 2015/10/06) */
The case has been very satisfactorily closed. The Business was very helpful in closing this. Mr. [redacted] is to be commended for his handling.
Thanks,
[redacted] & [redacted]

Originally advised customer item parts available to purchase online, web link attached for future reference:
https://www[redacted]3c.htm
our records show item was shipped to address we have on file and customer can contact shipper to arrange delivery. attached is tracking info by DHL

Initial Business Response /* (1000, 5, 2016/07/05) */
Contact Name and Title: [redacted] CS MANAGER
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@kingstonbrass.com
Our records show part was back order till 6/30 and shipped by fed ex on 7/1 tracking#XXXXXXXXXXXXXXX.
Kingstonbrass ...

Limited warranty covers functional parts replacement and not full item replacement.
We advised customer to return defective product to seller for replacement or refund.
Initial Consumer Rebuttal /* (3000, 7, 2016/07/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Kingston Brass never requested that I send them the faucet. they are being extremely unreasonable to require me to remove my faucet and send it to them. What do they expect me use as a faucet for the next 4... 5... 6.... ?.... Weeks?
This is a stall tactic, do I have to pay a plumber 2x to come to my house? once to remove the faucet and a second time to install the replacement? This is a highly unreputable company, they continue to drag out any resolution for the replacement parts and now 8 weeks later they want me to be without a kitchen faucet?? Extreamly unreasonable.
They have also requested that I go back to the seller, They are in fact the seller as they have a vendor agreement with Groupon and that means they are the seller.
If they can't get me the correct parts, they havent for the last 8 weeks, they should replace the faucet, I return my defective faucet to them if they pay the return freight.
Final Business Response /* (4000, 9, 2016/07/11) */
as stated from previous response part was back ordered and was fulfilled and shipped.
If parts did not solve issue, we can send replacement faucet as courtesy, although we do not offer full product replacement we are making an exception for customers request.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12523436, and find that this resolution is satisfactory to me.

Initial Business Response /* (1000, 5, 2016/03/29) */
Contact Name and Title: [redacted] customer ser
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@kingstonbrass.com
we received customers complaint and our records show we denied customer claim due to improper cleaning in the faucet. In...

addition our warranty states clearly we do not warranty oil rubbed bronze. here is link below for record purposes. AS courtesy we can send handle but no other parts available http://www.kingstonbrass.com/Warranty_s/651.htm

Initial Business Response /* (1000, 5, 2016/05/23) */
Contact Name and Title: [redacted] C/S manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@kingstonbrass.com
Our records show item replacement available for customer, however customer will accept only payment reimbursement. Due to...

our policy we do not offer any reimbursement as courtesy we can offer in-house credit of same equal amount. Customer can consider replacement items or in-house credit.
Customer can request refund from original seller party, faucet direct.com and Amazon, as customer mentioned in complaint. Link below for Kingstonbrass warranty policy.
http://www.kingstonbrass.com/Warranty_s/651.htm

We received [redacted] request over the holidays and product shipped 11/27, company was closed from 11/23 thru 11/26 resumed opened 11/27. Here is customer replacement part shipped via fed ex Track #:      [redacted]985658 thanks

Initial Business Response /* (1000, 8, 2016/03/01) */
our records show we received customers request on 2/21 and shipped and delivered via fed ex Tracking #XXXXXXXXXXXXXXX. If customer has any comments or questions he can contact service manager at [redacted]@kbrass.com. thanks
Initial Consumer...

Rebuttal /* (3000, 10, 2016/03/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The item shipped to us was the wrong finish! We specifically ordered a replacement for the oil-rubbed bronze sprayer but received polished brass.
My email to the company dated Feb. 15 (not 2/21 as they stated in their response) is proof that I requested the correct part. The part number for the oil-rubbed bronze faucet and sprayer is: [redacted]
I would like to be reimbursed for the sprayer I had to purchase from eFaucets when it became apparent that Kingston Brass was not taking my request for a replacement seriously.
The invoice was submitted to Revdex.com on Mar. 1 as part of this complaint.
Thank you.
Final Business Response /* (4000, 12, 2016/03/04) */
Wrong color part received, warranty re-shipped correct part color, we offered to reimburse customer thru the seller and offer her house credit as well, due to the inconvenience.