DecorPlanet

I've called and chatted with customer service now 3 times to no avail. I asked for a manager to call me to see why it is sitting at "packing" for 3 weeks. No one has ever called me.

My order was a bit delayed so I had to buy it elsewhere. Decorplanet will refund me my payment. Venice was terrific and I will use decorplanet again if the occasion calls for it

We recently purchased a vanity, a mirror and shower doors from this company. We were told that the vanity would be delivered in four days which was great because we had to go to bathroom. I received a phone call over a week later telling me that the vanity was not coming till almost 4 weeks later. Meanwhile the only reason why I purchased the vanity there is because of the short shipping time. The sales rep guaranteed that I will receive my product within a couple of days and told me he could rush the order if I pay cash. My husband and I left the store to go to the bank and paid in cash to find that none of her items are being delivered till four weeks later. When I called customer service there was nothing that they could do and told me to pick out another vanity that they have in stock and they could deliver that. I was furious I picked out the vanity that I wanted and I was told it was in stock pretty much the sales replied to make a quick sale and when we spoke to him about the issue he was rude and disrespectful to us. I will never use this company again and I'm still on the edge of possibly canceling my order. Buyer beware for this company!

We placed an order for a vanity and the salesperson was very accommodating checking color of countertop and revising our order to change a faucet finish. Great new site to know about!

We could not find our aerator anywhere. When we contact customer service with pictures of our faucet, they were able to locate and reorder the correct aerator for our faucet.

Stay away from this company. Unless you enjoy just being a number, and waiting MONTHS for a simple quote. I will never use this company again. And from a guy who can be outright stolen from, and still not leave someone a negative review, trust me on this one! I waited TWO MONTHS to receive a simple quote on a mirror. When I received the quote, it was for the wrong mirror (lord help me!). It has now been more than 4 MONTHS, and not even a proper quote yet.

Did I mention they took my money upfront?

Never, ever, use this company. Gretchen was my sales rep, and although she sounded helpful over the phone, that stopped as soon as she charged my CC.

We're now approaching 5 months of time that has passed. My bathroom is complete (without a mirror of course) and still no quote. I asked Gretchen to cancel my order and with a short reply she apologized and canceled the order. Not even an attempt to make it right, just a quick apology and canceled the order.

Avoid this company! And even more so, avoid Gretchen. You want to work with a salesman that will go to bat for you, treat you like a person, and make things right. That is NOT Gretchen, nor is it DecorPlanet.

I bought expensive faucets and a tub faucet from Decorplanet.com to the tune of $2500 in advance of a bathroom renovation project. They did not bother to contact me to let me know that the faucets had been discontinued. By the time I realized that I hadn't received the items and called them, I had very few choices of other faucets that were available and that I could get in time. I'd spent tens of hours picking the first choice. I had to make repeated calls and worked with 3 customer service agents before I found one who actually helped me find new ones. Then they fired that helpful person. In the meantime, I bought a number of matching and very expensive robe hooks and towel rings. They were all very late in arriving, there were very confusing communications about their shipping, and some were never even sent--again until I called AGAIN and asked where they were. Everything was so delayed that by the time I could install them, I realized that most of the hooks and rings didn't work. When I tried to return them, I got NO response for weeks. I had to make repeated calls to get an RMA number, which I finally got. Then, they refused to waive the 15% restocking fee. Incredible. I would NOT recommend them.

I bought an entire shower set. When I received it I saw that a few pieces were stainless steel. The project had to be put on hold. Now that I was ready to finish the project. I got to the point of installing all the fixtures. One item, the overhead shower head, was a completely different finish. I immediately checked my order, and I did order the correct finish. First, it's incredibly hard to reach anyone for customer service. After 4 days of trying at different times, I did finally reach someone. At that point they let me know that this would likely not be possible that they could exchange for the correct finish (even though they were at fault). The customer service person said I could send pictures and they would see what they could do. I finally got a response and they said they couldn't do anything except they could provide a 18% discount for a new one. Lesson learned- if you order a lot, take the time to check everything. Don't expect that your order will be correct. And don't count on them helping you make it right.

Large selection of tiles and backsplash. Nina was very helpful in showing us the various options and what would look best together in the space we're redesigning!

Ordered a cool vanity set. It showed up well packed - unlike a lot of the reviewers here, I actually read the numerous emails that decorplanet bothered sending me describing exactly that I had to actually inspect the product when it was delivered... not hours or days later after the delivery guy left. So before I signed, I opened the box while the delivery guy waited. Everything came out ok and the product is actually better quality than I expected. The only snag was that the drain they sent wasnt quite the right size and I had no way of knowing this while I put it together. After freaking out because I couldnt make it work, I calmed down and called customer svc. Unlike a lot of people, I figured out long ago that if youre nice, people tend to be nice back. I explained my situation and we couldnt figure out what was wrong - figured I must be an idiot. After trying some more I called back later and asked for the same guy. He then went out on the floor to find a similar item and realized that I had to have the wrong drain piece as mine was supposed an inch longer. He had me email him a pic of the wrong piece lying next to a ruler so he could verify that an exchange was needed. The next day they overnighted the correct piece free of charge. While there was some serious frustration during install, the cust svc guys were patient and helpful. As the distributor, I don't believe they packed the kit so how can I be angry with a guy on the phone? The bathroom looks awesome - would probably buy from these guys again as I start work on bathroom #2.

We purchased a toilet from this company and we have been very pleased with it. We needed a replacement part fro the toilet, the company located our account and we were serviced immediately.

I ordered a KWC Ono series kitchen faucet over $2,000, faucet was delivered with 1/2 of the faucet parts missing. My plumbing company opened the box and had removed my kitchen faucet when they found parts missing, $ 225.00 bill for that work. I called Decor Planet, sent pictures and emails explaining problem. A new KWC faucet was sent out and plumbers returned to install, disposal needed to be removed to install new faucet.
Faucet was installed and is defective, leaking at sprayer, $ 350.00 for this service call. I still don't have a faucet that works. Decor Planet told me I have to call KWC. I have called KWC and explained the problem, sent them videos, pictures etc. A tech by the name of Matt told me he can send me a part to replace, but he did not know how to remove part but would look into it. I explained I am not handy and would need to hire the plumbers to come back again. I asked if I could be reimbursed for all these plumbing service calls due to the incomplete and defective faucets. He said they don't reimburse for labor. I have asked to speak to the owner of the company and have yet to hear from anyone. The KWC faucet is beautiful but beware it has been a terrible experience working with them, I will keep you all posted as to the outcome.

Like the others, it's been 1 1/2 months, 10-12 phone calls and messages and never spoke with anyone nor got a response, I did finally get a response when i replied to the bill email, just telling me my order wasn't ready yet! HA, UNBELIEVABLE, spent almost $2000 and still don't have all my faucets and the ones I did receive had 2 inch long heavy duty Staples that went thru both boxes and scratched my $500 pot filler! REALLY? Terrible terrible company, they shouldn't be in business!

Had a dispute with a 3rd party delivery service. Decor Planet YEMINA JAMES took the bull by the horn and in what was taking days to solve, took her 15 minutes. Order #20-*******. She should be in UPPER management. Decor Planet should be PROUD that have a team like her.

Frank Zeccola/Palm Beach Florida

I ordered some hardware last December -- paper holder, robe hooks, and towel bar -- for a bathroom I was having remodeled. Two of the items were shipped very promptly and the other was backordered but DecorPlanet let me know very promptly that it was backordered and approximately when it would be available -- very accurately.
My bathroom remodel was delayed by my contractor who didn't get around to installing the Valsan towel bar until Friday June 28-- more than 6 months after I received my order. It was then that he discovered the set screw in one of the mounting brackets was defective and couldn't be removed from the bracket. Even though DecorPlanet's website says it has a 30 day return policy since it was a manufacturer's defect I contacted DecorPlanet's customer service via their chat function. I got to a rep very quickly and described the problem with photos. The rep, Venice Golding, reached out to the manufacturer, who, after clarifying which part I needed, immediately sent a replacement mounting bracket which arrived on Tuesday July 2. Towel bar was mounted on July 3. I couldn't be happier with the customer service I received from both DecorPlanet and Valsan. No run around. No buck passing. DecorPlanet took charge of getting the problem and got it fixed very quickly.

Mr. Hector Aponte provided me an exceptional customer service. Nice guy, always ready to go the extra mile for his customers and ready to provide 100% customer satisfaction. Thank YOU Mr. Aponte

We purchased a vanity from this site and it was exactly what we were looking for. It was looks great in our remodeled bathroom and when we had questions, customer service was extremely helpful.

I seem to be inline with several reviews, but this company can not reliably tell you anything about when items will ship. It can LITERALLY already be sitting in their warehouse for days and they can't get it out.
This is not my first rodeo in a remodel and I ordered my bathroom trim - to the tune of $4500 in plenty of time, understanding that plumbing it one of the first parts needed. They didn't let me know until the day shipping was to occur that they had NONE of the items in and they were backlogged for another month. Changed finishes becasue they said that could all ship within a week - I am writing this review 2 1/2 weeks later and nothing is on a truck headed my way yet! They will not let you speak to management no matter what! The $1000 I save over a brick/mortar vendor is more than lost in time checking on this order, changes, and real $$ I will have to pay my contractor to come back due to delays. I see I am not alone in this boat - wish I had cancelled when they screwed up the first time. The only shining star has been one customer service rep -Sean - he at least seems like he is trying to help

My credit card was charged on May 8. I recieved the vanities today and one is the wrong size. The customer service rep was very unheloful. Still waiting on a return authorization.

I ordered a new showerhead. The service was excellent, the price was good, the shipping was prompt. Overall a very positive experience and I would definitely recommend their site to others.

I found the Toto toilet/bidet combo I was looking for on line at decor planet on 5/23/2020. It was advertised. As in stock, with 6 to 10 days for delivery. I ordered and paid for it, and this is when the nightmare began. My payment was processed and I anxiously awaited the arrival of my purchase. It never came. I called, no answer. Finally, via chat, I was told it would arrive by June 9th, and I would receive an email about the shipment. Never happened. Days later I called several times, only to receive voicemail to leave a message. I did. The calls were never returned. Finally, the third week in June. I called again, no answer. After long hold times, I would get a voicemail saying leave a message. The chat line said no one was available. I spent hours trying to reach someone, anyone. Finally, by chat, I was told that my item had been back ordered (not in stock, as advertised, and they had no idea when it would be available. I asked to have the order cancelled and a refund issued. I was assured that I would get a full refund in 3 to 4 days. Didn't happen. I finally, opened a dispute with my payment provider and two weeks later I was notified that a refund was issued.
I will never order from this company again. They lied, the kept my $1400+ for 6 weeks and I got nothing! They should have never processed my payment until the order was shipped. I should have been notified immediately if the item was not in stock as advertised. They took my money and wasted my time. Customer service is horrible.
My advice is Buyer BEWARE of this company.

We went through hell and back trying to get refunded, and end the end, with absolutely no resolution. YES. I threw away $500 because they refused to accommodate a return. Long story short, the sales rep. Convinced my wife that she will need a "bath skirt" to go along with the 1,000 special sized tub that we had to buy from them because of the space we were putting it in wasn't a standard size. The guy ASSURED her that she can return if need be. Low and behold, we get the tub and skirt in and it is the cheapest looking thing you have ever seen. My contractor even said it looked like something from Home Depot. After calling them at least 3 different times over a month, they told us they would need to listen to the tape recordings of the call. SURE ENOUGH HE MISLEAD MY WIFE ON THE PURCHASE. So then the fun part. They said there is a restocking fee of 10%. But wait, you also need to pay shipping to get it sent TO CANADA. How much is the shipping... $450. ARE YOU KIDDING ME?! Your unethically sales will catch up to you. I will put this message on every site I can find and hopefully deter others from getting screwed out of their hard earned money. You are everything that's wrong with an Internet sales company.

I had some warranty issues with a James Martin countertop and Yemima James went over and beyond what can be expected from any customer service rep. Excellent service and communication.