Plumbing reviews in Chino, California

We had a small defect in the sink enamel, and Kingston Brass was very responsive, immediately replaced the item. Maria was particularly helpful and responsive. I would happily use this company again due to excellent customer service.

Redoing your kitchen can be an arduous task at the best of times, but oh so rewarding when you install your lovely new faucet, that is, until your girlfriend decides she doesn't like the handles. A quick online order rectified this situation, but in the time it took me click "submit order", the existing design had grown on her.
The product is awesome, but the customer support was even better. Seldom do you have interactions these days with people that let their personality shine over the phone, but huge shout out to Michelle for being so awesome. She quickly and happily tracked down my order and was able to cancel and issue a refund in minutes. Jokingly she said, "we'll get you next time" jokes aside, I am certain I will be buying Kingston products for my upcoming projects.

Li Anne Riley in customer service was incredibly helpful. I called feeling very overwhelmed by looking for bath and shower fixtures that will work well in our unique 1950s bathroom. Li Anne patiently helped me find all the parts I need and answered all my questions. She is so good at her job and I'm really grateful to have had her help through this process.

Review Updated 4/18/2022:

Shortly after posting the below review, I was contacted by Michele, the nicest customer service representative you could ever meet, and had the polar opposite experience from the one mentioned below.

After several apologies for the experience I had thus far, and ensuring me that administrative actions were being taken to help avoid other customers from sharing in my regrettable experience, Michele assured me that my product was in fact covered by Kingston Brass's warranty. She tracked the delivery of my replacement part, contacted me to confirm not only receipt of my replacement, but also that the replacement part was functioning as expected after installation. She provided me with her direct contact information and offered to personally handle any and all issues I may have with my Kingston Brass items in the future. I could not have expected/asked for a better turn of events.

---------------------------------------------------------------------------------------------------------------------
I purchased over $1,300.00 worth of Kingston Brass Items for my bathroom remodel. As far as my initial impression of the fit and finish of the pieces, I would say high quality. In regards to longevity, time will have to tell.

The reason for my 1 star review is not the products of Kingston Brass but the customer service. Upon installation of a hand shower system, I noticed that there was a leak between two of the fittings that could not be tightened. Consequently I reached out to have this item replaced under my warranty. (Kingston Brass's website advertises that they offer a 10 year warranty on faucets and 1 year warranty on accessories). Consequently, whether you consider a hand shower a faucet or an accessory, I should be covered right?.... Wrong. I was informed by the customer service agent that handles warranty claims that my item was not covered by warranty, but that they would replace it anyway as a 1 time courtesy. While I appreciated the offer, I still wanted to understand why a $300 hand shower system would not be covered by any warranty whatsoever. What was I supposed to do if the replacement unit they sent me also had a defect, or stopped functioning properly a month or two down the line? Despite the number of emails I sent and phone calls that went to voicemail, I was never able to get a hold of or get a response from that warranty representative. So be wary that if you buy a shower system from Kingston Brass and it doesn't work as it is supposed to, you may end up having to eat the loss.

Additionally, when I was finally able to get a hold of someone on the phone to inquire about the shipping confirmation for my replacement part, the representative was extremely rude; cutting me off and speaking over me the entire time. He could not have been less interested in my concerns or more interested in getting off the line. Absolutely the rudest/worst customer service agent I've ever had the displeasure to speak with.

Bottom Line: Kingston Brass makes high quality faucets and accessories but keep your fingers crossed that you don't get a defective item and have to run through the 7 circles of Kingston Brass Customer Service hell.

Catherine at Kingston Brass is the epitome of good old fashioned customer service! If there’s an issue it get fixed with a prompt courteousness that just doesn’t seem to happen very often anymore. My shipment was lost through the carrier and could not be found anywhere. Catherine was immediately on the issue with a solution in a matter of hours. We are in the middle of a full house renovation which is pretty stressful and she assured me my order would be prompt to keep us on schedule. Wonderful experience from a wonderful lady.

Amazing Customer Service -

I had a leaking tub, and after speaking with the amazing customer service representatives at Kingston Brass, they were able to find a cartridge that would replace the old cartridge. Unfortunately, the old cartridge was not available for 3 months, so they found me an alternative cartridge. Once this alternative cartridge was installed, the leak was fixed, but the tub handles did not fit. I called a second time, and this time a second amazing customer service representative–Michele–spent significant time and effort to help find replacement handles for my tub. I have been extremely impressed with the effort and responsiveness of the entire team at Kingston breast, and would highly recommend them.

The only way to get this company’s attention is to leave a 1 star review and hope their AI reaches out. So don’t hesitate to leave a single star review if you are trying to reach them. Sent e mails, made phone calls to track down a replacement part not listed on the website and have gotten nothing in response for over 3 weeks. There appears to be no humans staffing the front office in Chino. It’s probably safe to assume all reviews over 1 star are fake/AstroTurfing. Everything about this company stinks of venture capital incompetence. Looks like they don’t even actually manufacture anything, they’re just re sellers of overseas products.

I contacted Kingston Brass because I got a kitchen faucet from them.
After only about a month it broke and I ask if it can be replaced. It was still under the warranty so it was able to be replaced. I didn’t know it had a warranty, the customer service person told me it ( Michael ). I sent pictures to him to show what happen. I got my new faucet a few weeks later and it was even better. I found the pressure in the spray and just running were so much better. It was a smooth processes and hope if anyone has their product that brakes to think of Emailing them. I know returning things to a seller is usually a pain. I would usually just get another and not buy from that company again. This smooth process with Kingston Brass changed my mind. They stand by what they sell.

We bought the EDWARDIAN 20-INCH CONSOLE SINK WITH BRASS LEGS and it is gorgeous. But more importantly, Kingston Brass customer service is incredible! Michele worked with me to get the sink and legs even when I thought the legs were out of stock. She helped me find the right product at the best price, then followed up several times to make sure it was shipped and arrived in good condition. She was also just a pleasure to deal with - so friendly and personable and incredibly knowledgeable. I'd recommend this company - but particularly Michele - to anyone.

Super nice to work with!
Customer service did not know the answer to my question, so I had to do my own research. But their Website is pretty good and I ordered the part.
FedEx delivered my package to the wrong address. Kingston CS responded immediately and sent another one 2-day.
They turned a challenge into a delight. Faucet is fixed and all is good! I would certainly use Kinston again for sure!

I paid 500.00 dollars for kingston heritage kitchen faucet set KS127ALBS the o-ring seal whent bad on the swivel Spout leaking i called to order new seals the customer service told me the seals are not available and that I will need to replace the hole Spout at almost 200.00 dollars i bought this in 2019 so in 6 years I can't get the parts to repair this leak so I had to buy a o-ring seal kit with a assortment of square cut o-ring to repair a 500.00 dollar kitchen faucet because the company wants me to spend 200.00 dollars for 3 o-ring seals this is the most stupid thing I've seen with this company i will not buy a kingston product again vary mad customer!!!!!!

Greetings Kingston Brass,

It is my pleasure to put forth a glowing review for Li-Anne Riley. I came to her with a complex problem. Li-Anne patiently, politely, and knowledgeable help me solve the problem. Li-Anne has excellent skills with people and knows how to weave through Kingston's vast inventory to lead clients to find the right product to solve the problem. I am taking the time to write this review because Li-Anne is exceptional at her job. I give Li-Anne a 10 out of 10. Thank you Li- Anne and Kingston Brass.

Sincerely, Chris Sharp

Excellent kind professional service. Special thanks to Michelle for making me feel so good about my purchase! Refreshing to have such kindness!
Love my farm kitchen sink.

Our experience shopping online with Kingston Brass was exceptional. It was an example of the kind of exemplary customer service seldom seen these days. First, KB's customer service rep, Michele, spoke with us at length on the phone. She was friendly, knowledgeable, and patient as my wife and I examined various faucet options. Secondly, when the faucet was delivered and we discovered it was not what we were looking for, Michele replied "No problem. Our top goal is to make our customers totally satisfied." She immediately sent us a return shipping receipt and a completed product return form. In our opinion, Kingston Brass is an example all businesses should follow for customer service and fantastic employees like Michele!

Riley H. was top notch when a cap was missing on our faucet. Riley H. took care of the issue and it was resolved. Thanks

Web site was not helpful but a phone call led me to Li Anne and she instantly sent me link to part and quickly ordered part so thank you for personal touch. I have been ALL OVER TOWN searching for a valve and within minutes BAM it was ordered and on its way! Thank you sooooo much.

I have a Kingston Brass kitchen faucet and was chasing down a sparyer hose replacement. Support answered immediately, simply had me send a picture, I ordered that day, and had it the next morning. Flawless service.

Thank you, Kingston, Brass For forgiving me such great Service I really appreciate what you and your company has done Love your product.

I'm building a new home in Chapel Hill, NC & purchased a gorgeous marble & polished nickel console sink for a powder room from Kingston Brass several months ago. When my contractor's employees opened the boxes last week, we discovered several small, yet integral parts were missing (6 pieces in total). I immediately reached out to Kingston Brass, leaving numerous messages - no response! My interior supply company (Ferguson) also reached out to Kingston Brass, & they refused to help citing "we can't help beyond 30 days." We've have several "hiccups" during our custom build, yet each one has been graciously & satisfactorily resolved - UNTIL KINGSTON BRASS! The console is completely useless without the parts to attach the sink to the wall. I have never received such dismissive and unhelpful response from a service department. They failed to include the parts and then failed again when I requested replacement parts. What a terrible disappointment. Beware before purchasing any products from this company as they do not provide reasonable customer service.

Fantastic and fast customer service! Maria went out of her way to help with an online order that I had an issue with placing.

I wish I could give zero stars. I bought two replacement shower handles and they didn’t fit. I requested a return and was told I had to pay a 25% restocking fee. I agreed and was told by Catherine that I would have a return label on my email by end of day. That was 6 days ago. I have emailed twice since then and no response.