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March 2025 by Josh M.
No customer service. Emailed them about a broken airbox switch for the garbage disposal (Rohl brand) ZERO response.
Luckily the very expensive faucet hasn’t given us any problems. But when you pay double for Rohl you expect customer service
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March 2025 by Amy Langer
I've had an extraordinarily positive experience with the three House of Rohl Graceline kitchen faucets I bought last year. The fabrication quality is excellent, and the design is beautiful -- even my contractor was favorably impressed. When one of them developed an odd finish color at its bottom flange, I contacted the company's Customer Service about the issue, and asked if it were possible to replace that part. After checking with his supervisor, the extremely helpful, knowledgeable agent explained that the discolored part likely had not been adequately polished at the factory to match the faucet's other components, but cannot be separated from the faucet body. To my surprise, after requesting proof of purchase, the agent promptly replaced the faucet under warranty, at no charge. I value end-customer loyalty tremendously, which sadly has now become the exception, and although costly, the products' quality is outstanding. I highly recommend my beautiful and functional House of Rohl kitchen faucets.
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February 2025 by Jake Pehrson
Just wanted to come on here and thank the customer service team for amazing support. I spoke with a gentleman named reed. We were on the phone for about an hour and he made sure I got all of the information I needed to complete my installation. The products are superior and the customer service is even better. Thanks guys. I’ll be referring you to my friends, family and future customers.
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January 2025 by Chris
I first purchased a Rohl faucet about seven years ago and have since bought three more. Each time I’ve interacted with their team, whether for a replacement part or technical support, the experience has been exceptional. The staff is consistently professional and helpful. I’ve found that phone wait times are minimal, and they’ve always shipped what I needed promptly and without issue. While I’ve noticed some negative reviews from others, my own experiences—both with the products and customer support—have been outstanding. Moving forward, I’ll definitely consider Rohl for any future plumbing or hardware needs.
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December 2024 by Paul McEvoy
I had to order a replacement hose for our Rohl pewter rinser. Brianne handled the order, It was promptly shipped and received a week later. The timeliness of this was critical because we couldn’t use our main kitchen sink until the hose was replaced. Well done!
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December 2024 by Daniel Daly
Our kitchen faucet is from House of Rohl. We paid a lot for it. Two years ago it began leaking. I called for a new cartridge, and they sent the wrong part. I called again, and they sent the part, but when I went to install it, the set screw stripped. Their customer service recommended that I try to drill it out, which was not possible. Oh well, we'll live with a leaking faucet. Wrong! Using the faucet 6 months ago, the spray wand tore off of the line and now we just have a faucet stem with a tube sticking out of it. They don't make this faucet anymore and don't have any replacement wands. Despite over 20 calls to customer service and four unfulfilled promises to have supervisors call me back, this problem remains and we have to live with a Frankenstein faucet. Don't spend you money here. Keep looking.
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September 2024 by Justin Fox
The House of Rohr telephone customer service is exceedingly professional, prompt, and courteous. My kitchen faucet, after 11 years of use, started leaking, and needed a replacement cartridge. So a very pleasant customer serevice rep named Nicole filled my order and quickly mailed it to my home address in Texas.
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August 2024 by Leila Tannous
Absolute Junk -- Months after our remodel is done, and spending hours on the phone to resolve an issue with our >$2K tub faucet, still no resolution and unable to use it. Such a terrible product and company.
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May 2024 by John-Frazier Strickland
Two years ago, I moved out of my house for a major home renovation. That year when my parents asked what I’d like for Christmas, I suggested practical gifts like faucets and doorknobs for the house. My mom surprised me with a House of Rohl Italian Brass kitchen faucet. She purchased it on amazon for $1620 (style number A1461LMWSIB-2). It was a real beauty, and way more expensive than any of the faucets I had been looking at— it truly looked and felt like a piece that would last for decades. Spoiler alert: it did not last for decades. Also, when House of Rohl says “Italian Brass,” what they really mean is nickel with gold plating— not solid brass.
The project was finally completed in July of 2023 and that is when the plumber installed the faucet for me. I had granite countertops installed, and had to have four holes drilled into the stone to accommodate the bridge faucet and the sprayer attachment. It held up nicely for 9 months, and even garnered compliments when I hosted Thanksgiving and Christmas dinners at my house.
Yesterday morning, the faucet looked like it did on the day of installation, with the addition of some water spots. Yesterday afternoon while cleaning the kitchen, I wiped the faucet down with a sponge and noticed that it appeared less bright. When I wiped it again, the color turned silvery in appearance. I know that many brass finishes are described as “living finishes,” meaning that they can change in tone and oxidize, or darken over time— no problem. The original golden brass color usually returns when cleaned properly. I reached out to House of Rohl to find out what to do, and the technical support associate asked me to email some pictures so that she could diagnose the problem. When I received a reply this morning, the technical support associate told me that “Italian Brass is a nickel base flashed (plated) with 24 karat gold. What happened here is the gold layer is being rubbed off exposing the nickel base. This is a matter of care and use and will not fall under the warranty.”
I was a bit dumbfounded for two reasons: one, that such an expensive faucet sold as brass would not in fact be brass, and two, that the company basically said “your fault, oh well, sorry not sorry.”
So I called the technical support phone number once more, and I was asked to forward the pictures again while the associate stayed on the line. She confirmed those details— that this was a “care and maintenance issue.” When I mentioned how frustrating this situation was, she acted as if I had been scrubbing it down with a Brillo pad or sand paper (in reality, I used a kitchen sponge and wiped it down). Since we were getting nowhere, she directed me to a supervisor. The supervisor reiterated that this was my fault, and echoed the phrase “this is a care and maintenance issue.” He said that House of Rohl did NOT have any similar style faucets in solid brass that could accommodate the 4 holes that had to be drilled into the granite countertops to fit my faux “Italian Brass” faucet, but there were three-hole options that we could pair with a decorative brass plug to fill the fourth hole. These I could purchase at an “employee discount,” to the total of $1148.50.
If you were like me thinking, “I’m sure that such an expensive faucet will hold up better and stand the test of time”— think again. I would also recommend not doing business House of Rohl— instead, find a company that stands behind their products.
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April 2024 by Charles Wright
Nice product, but terrible communication. Spent lots on Rohl for bathroom remodel. Shower valve does not work. The problem is though the person I talked to won’t return my calls and their system won’t allow be to be transferred to him and the other techs can’t seem to help. I even emailed pictures of the defective part. Of course the guy, Edgar, won’t respond to my emails either.
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April 2024 by Jack Child
Been trying for over 10 weeks to get a simple part. They sent the part, finally, after eight weeks. But it’s the wrong part. They promise to send the new part with a tracking number. Nope. Doesn’t happen. Have to start all over with every call. NOBODY CARES AT ROHL.
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March 2024 by Molly K
Excellent customer service. Provided replacement cartridges for free. I have 2 of the Nicolazzi kitchen faucets that have lasted for 15 years and counting.
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December 2023 by Heather Riley
Would not recommend bathroom accessories from Rohl. Product looks pretty at first but not well made at all for price. Toilet paper holder has never been right since we purchased 5 years ago. Made in separate pieces which do not stay together, and half the time falls apart and onto the floor when trying to use. Photo shows end piece that never stays on and masking tape we had to add around the end where it goes into the part that attaches to the wall (never stayed in until we put that on). Purchased from an extremely reputable Rohl supplier in town, not randomly off the internet and was told that was how they made them and a new one would not make a difference. Towel bar not much better…
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December 2023 by Keynan Hobbs
I wouldn't buy another Rohl product, and regret that we have them now. It has been, at times, difficult to get support for our fixtures, and we've had several problems with them. Sometimes the phone hasn't been answered during their stated business hours, and in several tries I've never received a reply through their online customer service contact page. And now they've discontinued our fixture. These definitely were not worth what they cost.
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November 2023 by Jamie Short
Our painter dropped a light fixture on our Rohl faucet, shattering the porcelain hot and cold pieces. Our faucet is 19 years old. I called Rohl and they sent me replacement parts for free. That was so unexpected. My 19 year old faucet looks perfect again. Best customer service and all my bathroom fixtures still look great after nearly 20 years.
