Laguna’s Fancy Faucets

I like this place…
They ordered and received my Mountain Plumbing drain in 2 days without shipping costs.
They are helpful, pleasant and not pushy.
Will come back again.

HK. (5-​star review) must be a relative.
Customer service quite simply the WORST I have experienced in my entire lifetime.
Buy from ANY place other than this. Spent over $ 1,000 on two faucets that eventually needed new aerators. I was lied to, accused of lying, told I would need to hire a plumber to replace the parts; (aerators?!) Was told they would have to be «heated» before they could be removed, told they couldn’t be removed, then told they COULD be removed, then told I caused the problem, then told that the new aerator SHOULD fit as it fit the one in their showroom. Etc Etc Etc Was told by brasstech that LFF was going to replace the faucet under warranty, LFF denied. Total «spin» in EVERY conversation. WORST possible customer service. Ever.

Came here recently and bought 3 faucets. I pretty much knew what I wanted before I came in so the «sale» was quick and painless.
I guess 2 things here that is the reason for 3 stars (which should be 2). First I try to buy American or Euro made etc… anywhere but «Made in China». The woman helping me who I can‘t remember her name, said that the Faucet I was buying was from Canada. I said great because the last faucet I purchased a year ago was manufactured in China and leaked from day 2. She even had me hold the faucet and feel the weight to further warrant the quality. Which btw my «China» made one is just as heavy. What bothers me is that she never bothered to correct me where these were actually made… Wait for it… Wait… CHINA! Yep that‘s right I could have been given the choice to move on to something else if she told me so.
Second when I sat at her desk, she started to write up the order and half way through she gives me the new «revised» priced because the one quoted was the old price. Which is never a good way to keep new customers coming back. So figuring I was buying Canadian made Faucets I did not mind spending the higher revised price.
They called me to let me know that my 3 Faucets have arrived. So excited I went to go pick them and got them home only to discover that they were «MADE IN CHINA»!!! Total buzz kill! Not sure if i‘ll be a return customer for my new kitchen.

I had a good experience buying a faucet but that was the end of my good experience. I bought one faucet for $ 1000.00. They told me it would be a 3 week delivery and it finally came 7 weeks later and in the wrong finish. It was reordered and took another 7 – 8 weeks… a total of 3 ½ months to get a fixture that they originally told me would be 3 weeks. They told me the wrong faucet was shipped but come to find out from the vendor that Laguna Faucets ordered the wrong fixture. They never told me that and never apologized for all my trouble. I had to be the one to constantly call to check on the order, with no one there ever initiating a call. The worst customer service and I will never order anything from them again.

Laguna Fancy Faucets — They were very helpful and had a constant request for cookies/​donuts/​breakfast every time we came in. We made a purchase for a large apron sink and a new faucet. We were very adamant that we needed the sink/​faucet within 7 – 10 business days as we had a scheduled time for contractors to come. They told us it would be there in 7 – 8 so we had no problem.
There was a problem with the order that Laguna faucets failed to relay to us until we called after 8 business days asking if the Faucet/​sink had arrived yet. Once we were told of the issue we were not given an exact time as to when the items would be in but were told we would get a call in an hour as to the whereabouts and an update. We did not get a call, and conveniently an hour later was close to closing time. We had to call Laguna Faucets back the next day in which we were then told that the faucet/​sink would not come in until the following week. They did come up with a solution which was for us to purchase the sink on display which we did not have an issue with. However, they still wanted us to pay for the shipping on the sink that would be coming in the next week… and pay full price for a display model…
I don’t know about anyone else reading this and your thoughts on a display item, but from what I know, display items are ALWAYS priced down since they are no longer considered brand new. To also charge us for shipping on something that we were no longer going to be using is a poor use of customer un-​service. As much as we tried to reason with them, they would not budge. As much as we kept our calm and remained patient, we were no longer greeted with the same friendly customer service they showed when they were trying to make a sale. Instead we were brushed off. We asked to speak with a manager/​owner early in the day. We were told to call back in an hour. The manager/​owner conveniently «left» 5 minutes before we called which happened to be around 3pm. I spoke with Carol and presented her with an option. Work with us, or cancel the entire order and we will go elsewhere. We ended up cancelling the order and Carol said she was refunding the entire order in full right away in which I asked her a few times to verify the amount.
We got a call the following morning from Carol stating that there would be a re-​stocking fee since we cancelled the order. Basically, Laguna Faucets messed up, failed to update us, presented an option of buying a display model at full price and have to pay shipping for an item that we would no longer get, didn’t want to budge, told us the entire amount of the order would be refunded right away which prompted us to put in an order elsewhere. Then called us the following morning saying, «no the full amount will not be refunded and you will be charged a re-​stocking fee». We now have to pay our contractors more money to come in next week and install a sink in which Laguna Faucets was adamant would come in 2 – 3 days before the the deadline we gave them. I highly recommend using a different company for your needs, because if you have any issues with anything, your no longer going to be as important as you were when you first walked in the door. It’s going to be your fault that they messed up.

This place is great. Hoyt, the owner, spent a ton of time with us on several different occassions helping to pick out all the right fixtures. He made suggestions to help lower the prices where feasible and is extremely knowledgeable about the products, their pros/​cons, etc. Prices are comparable to other retailers, even online retailers, so for the extra help and knowledge you receive here, it’s worth it! I will definitely be a repeat customer with our future remodels.