Grohe America Inc. Customer Service Issues

I purchased a kitchen sink with a soap pump for dishes just 7 months ago from Lowes. Recently, the soap pump has stopped working. I contacted Lowes to request only the pump be replaced and not the entire sink. They directed me to Grohe. I emailed Grohe customer service over two months ago, and I received a reply saying someone from Grohe would contact me within a few weeks, but I haven't heard back yet. It's frustrating to not be able to use the soap pump with the Grohe faucet. Please reach me at [redacted] to arrange returning the soap pump for a replacement. Thank you, Divina.

I own a Grohe LadyLux pull-down faucet model 32 298DC1. I have been struggling to obtain a spare part from your company. The locking mechanism for the pull-down spray is worn, and I have reached out three times in the past two months. Despite being told the part would be in stock the following week and sent to me, it has been three months, and I still have not received it. The malfunction renders the faucet nearly unusable unless I secure it with tape, which is unsightly. My spouse is frustrated with the lack of progress and is urging me to replace your faucet with one from a more dependable manufacturer. Although your customer service representatives seem helpful over the phone, the issue remains unresolved.

Subject: Warranty Claim for Grohe Gloucester Faucet Dear Grohe, I am writing to request a warranty claim for my Grohe Gloucester chrome bathroom sink faucet with Model # [redacted]0, Item # [redacted] (purchased from Lowe's Home Improvement on May 28, [redacted]). Unfortunately, the handle of the faucet became detached after five months of installation by a licensed plumber. The faucet was not mishandled and I am disappointed as it should not have broken so soon. The faucet came with a Limited Lifetime Warranty and I hope to be reimbursed for this issue. Attached are photos of the faucet, sales receipt, and the detached handle for your reference. Thank you for your assistance, Hilman Huskey (Address and contact information provided) Sent from my iPhone

I have a Grohe Widespread 2-handle bathroom faucet that is leaking. I did research and found it’s similar to the Seabury model with an [redacted] Level handle. I can't find a visible screw or allen wrench hole to remove the handle. The installation guide for [redacted] doesn't explain it either. I heard I should rotate the cup counter-clockwise, but it only turns so far. I believe I need to remove the handle. I've tried pulling and prying it, but it only moved slightly. Could you please provide a video or detailed steps on how to remove the handle so I can replace the cartridge? Thank you.

Dear Grohe, I recently corresponded with a helpful representative regarding the replacement of the pull-out hose in our faucet. Unfortunately, it seems the hose requires replacing once more. I apologize for the inconvenience and would sincerely appreciate any assistance you could offer. Thank you, Phil B. [redacted] E. American Ave. Reedley, CA [redacted] bogus Begin forwarded email: From: [redacted] Date: March 9, [redacted] at 7:09:14 AM PDT To: [redacted] Subject: Pull-out hose replacement Hello Serenity, I am resending this to ensure you received it. Could you please confirm the receipt? Thank you, Phil B. I am attaching a photo of our Grohe Kitchen faucet. The pull-out hose is leaking and requires replacement. You can reach me at [redacted]. Phil B. [redacted] E. American Ave. Reedley, CA [redacted]

I've reached out to Grohe's website three times without a response. We have installed several Grohe Liquid Soap Dispensers, model number 28 [redacted] in chrome. One pump is not working correctly, requiring multiple pumps to get the soap flowing when the container is more than half full. The others start pumping immediately. The Grohe Warranty covers mechanical defects, so if this issue is covered, kindly guide me on how to request warranty service. If it's not covered, I would appreciate information on where to get a replacement part and how to identify it. - Steven Griff

I have written an email but have yet to receive a response. Here is the content of the original message: I have a Grohe Europlus II Dual Spray Pull-Out, [redacted] kitchen faucet in a satin nickel finish that was installed by a professional plumber during a kitchen renovation. The faucet is supposed to swivel freely but is now binding to the underlying granite counter-top, with parts of a gasket between the housing and the counter-top becoming dislodged. My plumber believes I need a new gasket and internal O-rings. I have encountered this issue before, and Grohe previously sent me replacement parts under their lifetime warranty policy. Could you please send replacement parts to the following address: Art Charo, [redacted] Oliver St. NW, Washington, DC [redacted]. Thank you. Consumer Arthur Charo [redacted] OLIVER ST NW WASHINGTON [redacted] [redacted]

I bought a Grohe LadyLux Cafe kitchen faucet in March [redacted], and despite liking it, I face a recurring issue. The spray head button that switches from stream to spray malfunctions yearly. I have contacted Grohe before, and they sent replacement spray heads twice before. I can do the installation myself. Currently, the spray head needs replacing again. This time, I was informed I need a receipt when I called for a replacement. I located the purchase receipt from AMEX for the faucet and sink bought from Build.com. The faucet cost around $[redacted] and the sink just over $[redacted]. I'm willing to provide the receipt if necessary. Can you confirm if you can send me a replacement spray head and the anticipated timeframe? Thank you, Nancy R.

I recently contacted Dee regarding case # [redacted] and received a replacement part, cartridge [redacted]0, for my leaking kitchen faucet. Upon inspection, I found that the gaskets had disintegrated, causing the leak. Cleaning out the residue was a tedious task as the original part was defective. The instructions provided were unclear with only pictures and no written directions. Multiple devices were shown on the same sheet, making it confusing to follow. I had to hire a plumber to install the part as the plastic retaining ring did not fit. Luckily, we managed to reuse the original brass ring with the new cartridge. However, there was no space for the O-Rings on the old retaining ring. This turned what should have been an easy DIY project or a quick professional job into a 75-minute task with unexpected high costs. Despite the challenges, the faucet seems to be working correctly for now, but I am dissatisfied with the experience.

I own a Kitchen LadyLux Café Model [redacted]. I am having difficulty reaching the company by phone. There is a thin plastic ring between the spray and the housing that keeps breaking and needs replacement. This issue has occurred twice, and I had to replace my previous LadyLux model due to a similar plastic part breaking. I would greatly appreciate it if the company could send me several replacement plastic rings to address this recurring problem. In the past, with my previous model which is now discontinued, I was sent multiple replacement rings. I purchased my current model at a significant discount when the old one was discontinued, but now I am facing the same issue again with this one.

Subject: Request for New Membrane for Ladylus Plus Dual Spray Pull-Out Kitchen Faucet Hello Grohe Customer Services, I am reaching out regarding the membrane you previously supplied for my Ladylus Plus Dual Spray Pull-Out Kitchen Faucet, which has become sticky. I would greatly appreciate it if you could provide me with a new membrane. I look forward to resolving this issue promptly. Thank you, Evellyn O. Professional: Consumer Address: P.O.Box [redacted], [redacted] Gualala Phone: [redacted] Email: [redacted]

The hose connected to my sink faucet is split and leaking. I am in need of a replacement and believe it should be covered under warranty. I reached out to your company and initiated an online service request. Following the representative's guidance, I took a picture and sent it during our online chat. Unfortunately, it seems like your website went down at that exact moment, and I have not received any further communication from the representative. He does have my cell number, but we were unable to proceed beyond that point.

I bought a Ladylux 3031DCO around 5 years ago. About a year back, it started to have decreased water flow and now it's getting worse. The finish is also peeling off the stem. I have a photo to share if you provide an email address. My wife and I have Grohe fixtures in four homes, but this faucet has been disappointing. I have never had issues with your products before, but this one seems defective. I would like a replacement. Please let me know what information you need. This faucet needs urgent replacing. Thank you, Tom Foley.

I have a Grohe traditional style faucet connected to a different manufacturer's water filtration system. The water flow is slow, so I want to disassemble it to clean and flush it out. There's also a drip from the spout. When I remove the top threaded decorative piece, it reveals a cartridge assembly without a flat surface for using a wrench. I'm hesitant to use a wrench on the round cylinder. There is a lower handle with a round piece that seems to cover a screw to loosen the handle. It's stuck and won't come out easily. I'm unsure whether to approach this from the top or the side where the handle is located. Can I send a photo via email? Thank you.

In February, I purchased fixtures for my new home under construction. I ordered a Grohe soap dispenser with order #1BB60DBC to complement a Grohe faucet. Once installed months later, an issue arose with soap overflow into the cabinet. The design flaw was evident as the bottle rests on prongs without securely attaching to the soap container. Any accidental overfill causes leaks onto the cabinet floor, unacceptable for a $[redacted].40 dispenser. Leakage should exit from the dispenser top, not the bottom. I plan to return this for a different Grohe model with a securing mechanism for the bottle. Kindly provide guidance on the next steps. Thank you...K.