Great tub

Great tub

To begin my review, I'll say that I've been a loyal Amazon customer for years, and in general I love working with Amazon; however, this order was not a great experience. There are two parties at fault here (maybe three including me) but ultimately, I'm disappointed by Kohler and Amazon. Deep down, I should have known that the risk of buying something like this online was just too high.Long story short, I'm remodeling a master bathroom that is larger than many rooms. It's a massive project, and can be a difficult time for a project of this nature and size – lots of starting and stopping, waiting, setbacks, etc. I ordered this bathtub a few weeks ago and because I had a scheduled delivery, I scheduled several tradesmen to visit a few days after it was supposed to arrive. Anyone who works with contractors much knows how difficult it can be these days to get people scheduled, e.g. just tried to get an electrician over, whom I've worked with many times, told me his next available date was Dec 28th (needless to say I'm doing the electrical now).Anyway, here's where stuff goes downhill: I received the bathtub today, and let’s just say Kohler apparently has little if any pride in these expensive plastic tubs. This thing was wrapped with about three layers of cling wrap just around the sides, and about 5-6 inches worth of cardboard just on the top edge of the tub. The bottom of the tub was completely exposed and unprotected and was actually damaged from what looks like being drug across a rough floor. For something this large and expensive, it should have been completely encased in cardboard, if nothing else to help customers spot potential damage immediately. The shippers were extremely anxious to get going, so I took a quick peak at the tub, didn't see anything major. About two hours later, my wife and I carried it up to the bathroom we're remodeling, I removed the cling wrap and immediately saw a large 4" crack in part of the base that I can see right through. SWEET!I called Amazon, and this is where they let me down. I get that there are limits to what can be done, but generally Amazon goes out of their way to make things right. The first agent I spoke with was incredibly difficult to converse with, and she told me things like, “well we don't have that one, but we have one in almond...” Seriously, who orders a white tub, to fit white other fixtures, only to be like “sure, I'll take an almond one.” So I asked for a supervisor, and get a "lead". He was at least understandable, but basically told me: "Sorry, we don't have any more, there's nothing we can do. You can order one from one of our marketplace sellers though and wait 1-2 more weeks". Fantastic? So I said, “well Amazon, I get this isn't really your fault either, so can you contact the marketplace seller and just tell them what happened and see if there is any way to expedite something like this?” And the answer was, "no, we cannot contact them and ask them to do anything, it's a 3rd party." I beg to differ - I'm not saying you have to, but from a customer service perspective, you should be able to do something.Long story short, they really disappointed me today, and after buying nearly every single bathroom component from Amazon for this project, I'm questioning some of my decisions. I know in the future, I will definitely rethink some purchases, especially ones this critical from a time perspective, this is really screwing up my project and Amazon didn't really seem to care. Pretty sad actually. At the end of the day, we’re all just one of tens of millions...

To begin my review, I'll say that I've been a loyal Amazon customer for years, and in general I love working with Amazon; however, this order was not a great experience. There are two parties at fault here (maybe three including me) but ultimately, I'm disappointed by Kohler and Amazon. Deep down, I should have known that the risk of buying something like this online was just too high.Long story short, I'm remodeling a master bathroom that is larger than many rooms. It's a massive project, and can be a difficult time for a project of this nature and size – lots of starting and stopping, waiting, setbacks, etc. I ordered this bathtub a few weeks ago and because I had a scheduled delivery, I scheduled several tradesmen to visit a few days after it was supposed to arrive. Anyone who works with contractors much knows how difficult it can be these days to get people scheduled, e.g. just tried to get an electrician over, whom I've worked with many times, told me his next available date was Dec 28th (needless to say I'm doing the electrical now).Anyway, here's where stuff goes downhill: I received the bathtub today, and let’s just say Kohler apparently has little if any pride in these expensive plastic tubs. This thing was wrapped with about three layers of cling wrap just around the sides, and about 5-6 inches worth of cardboard just on the top edge of the tub. The bottom of the tub was completely exposed and unprotected and was actually damaged from what looks like being drug across a rough floor. For something this large and expensive, it should have been completely encased in cardboard, if nothing else to help customers spot potential damage immediately. The shippers were extremely anxious to get going, so I took a quick peak at the tub, didn't see anything major. About two hours later, my wife and I carried it up to the bathroom we're remodeling, I removed the cling wrap and immediately saw a large 4" crack in part of the base that I can see right through. SWEET!I called Amazon, and this is where they let me down. I get that there are limits to what can be done, but generally Amazon goes out of their way to make things right. The first agent I spoke with was incredibly difficult to converse with, and she told me things like, “well we don't have that one, but we have one in almond...” Seriously, who orders a white tub, to fit white other fixtures, only to be like “sure, I'll take an almond one.” So I asked for a supervisor, and get a "lead". He was at least understandable, but basically told me: "Sorry, we don't have any more, there's nothing we can do. You can order one from one of our marketplace sellers though and wait 1-2 more weeks". Fantastic? So I said, “well Amazon, I get this isn't really your fault either, so can you contact the marketplace seller and just tell them what happened and see if there is any way to expedite something like this?” And the answer was, "no, we cannot contact them and ask them to do anything, it's a 3rd party." I beg to differ - I'm not saying you have to, but from a customer service perspective, you should be able to do something.Long story short, they really disappointed me today, and after buying nearly every single bathroom component from Amazon for this project, I'm questioning some of my decisions. I know in the future, I will definitely rethink some purchases, especially ones this critical from a time perspective, this is really screwing up my project and Amazon didn't really seem to care. Pretty sad actually. At the end of the day, we’re all just one of tens of millions...

I finally have a bathtub I can soak in. LOVE it. Kohler fan for life, but purchasing on Amazon for home delivery was wonderful. Arrived on time for installation, and carried it into the house. My installer was very impressed!

I finally have a bathtub I can soak in. LOVE it. Kohler fan for life, but purchasing on Amazon for home delivery was wonderful. Arrived on time for installation, and carried it into the house. My installer was very impressed!

Nice tub. Installed perfectly. Looks great.

Nice tub. Installed perfectly. Looks great.