Brasstech Reviews

I've had a very nice Newport Brass Kitchen Faucet and was having problems with the Spray Head, I reached out to BrassTech via email and even with Covid19 going on they responded to me within 2 business days and let me know that the Spray Head was on back order at this time. About 1 week later they communicated that a replacement would be shipped in a couple of weeks as do to Covid19 there production line was closed down and had just opened and it would be several weeks before one could be shipped. They notified me a week ago that the replacement Spray Head would arrive on 7/3 and it did and everything is working great. Great Customer Service and Great Communication from Brasstech!!!! Thank you!!!

I purchased a kitchen faucet which I love but over time there are defects that have appeared in the finish. There are lines and different spots on the pullout that do not come off. I get water spots which wipe off but these are not that. I called the customer tech and spoke to Kris. I sent him pictures and although I can see what I am talking about, he automatically said he couldn't see anything. I tried to explain where on the picture the spots are, he sat silent and said there is no defect in the finish. I am in the process of remodeling bathrooms and chose Newport Brass fixtures for the design. I was told by my salesperson that they are difficult to deal with and to steer clear. I liked the design of bathroom faucets but after my phone call today I am cancelling my Newport Brass order and buying a different brand. I guess I am stuck with a spotty faucet until I decide to spend $900 to replace it.

Like Karen, we discovered a latent defect in an item after a couple years - an expensive soap pump that falls apart when you try to refill it. Their support line brushed me off as out of warranty, and would not even bother to give me a manager or even take the reference number issued on the complaint just a few weeks ago to look at the file. I love the products, but am put off by the lack of a "do what's right" ethic and the apparent disdain this employee had for his company's reputation. If he worked for me he'd be disciplined. This was a very large project with dozens of their expensive products costing thousands and thousands of dollars. I would not buy from this company again.

I have several faucets from this company. I spent thousands of dollars on their faucets.
Every 2 years the cartridges break and need to be replaced. The inner cartridges are awful quality. And now my faucet is leaking again and they don't want to send me a replacement cartridge which is probably cheap for them to produce. They want me to buy it from a dealer, and it costs over 90 dollars. And I have several faucets.i think for the price of these expensive faucets that are supposed to be lifetime warranty they should send me replacement parts..which are plain plastic pieces. I shouldn't have to pay close to $100 every year or 2 just to maintain them.

Purchased Brasstech very expensive Kitchen faucet and RO faucet. It had a life time warranty. The kitchen faucet has been replaced 3 times due to sprayer leaking. The RO faucet was replaced as well once. It is leaking again and they are saying they do not have a replacement to offer and the warranty is only 10 years. I commented that it was replaced several years ago and they will not help. When you spend thousands on a faucet mainly due to the lifetime warranty and they do not honor it... Very disappointing.

Ordered faucets,tub and shower units. The company does not have a flange that matches the shower arm making it difficult to install. You must drill an exact hole in tile and when you go to screw the arm into the wall it will scratch the marble. When questioning the technical support person the response I received was "I see your point". We don't have anything. THINK TWICE BEFORE BUYING THEIR PRODUCTS.

Newport Brass - Costing me over $5K per month due to their negligence.... Be prepared to wait over 1 month for your orders. Faulty products (where is the quality control?) and customer service people who don't care. They try to brush you off as much as possible and don't want to deal with time sensitive costly issues, just avoid as much as possible. I even had a guy say he would call me right back and never did. Trying to get them to fix their mistakes is worse than getting your teeth pulled out. Someone is finally trying to help me but we'll see if anything productive happens or if the can will continue to be kicked down the road.

On Thu, Oct 19, 2017 at 8:34 AM This is what I received from Newport Brass:
Item 1008/08W has an updated shipping date of 10/27.

No explanation of why, No sorry for the inconvenience nothing ,! Just a so called update. This should of been sent back on the Oct 11th when the production department was lagging and knew they were not going to meet the projected Oct 16th date. It wasn't addressed until I lost my mind yesterday and demanded answers and then you came up with 2 different stories. Due to your lack of communication and customer service skills I now have a client that flew in from Seattle to their other home in Laguna Beach to have the finishing touches done on their home and I have no faucet today. Had you had the courtesy to contact our vendor back on the Oct 11th I wouldn't be in this embarrassing situation with my client . In addition to figuring out who will compensate them for their waste of time coming down here and not being able to finish the work done on their home. . COMMUNICATION GOES A LONG WAY. Their long lead time for all their custom faucets hold you prisoner to their timelines and don't care about yours. Horrible Customer Service

Beware - all warranty replacements require you to purchase a new replacement through a local dealer; wait for shipment, send damaged unit back, wait for ever for credit to be issued... BAD CUSTOMER EXPERIENCE. For the extravagant price that both Ginger Bath and NewportBrass cost, replacement for manufactured defects should NOT require the customer to buy the replacement product !!!

I will never purchase from is manufacture again...