Reviews

Review Details

• Review fromPaul B

  Date: 11/12/2023

  1 star
  For decades, I have always been loyal to Moen for all my plumbing fixtures. Regrettably, this is has changed. I am finding they are no longer supporting their products (Moentrol), so I might as well buy on price only.
  I have spent hours on the phone with the warranty/service department with no luck to purchase a model #T3291BN trim kit. This valve was installed by my plumber (rough-in) and several years passed by before I went to finish the shower. The valve is being phased out, but parts are available.
  I called Moen Canada, and ordered a part to pick up in Oakville (time is critical) and was told 2 to 4 days. Moen called back and told me, I had to order on line and even got a customer savings coupon. I go on the website, but found the part is not available on line but all information both e-mails and verbal say the part is in stock and available.
  They basically say I have to order through a supplier that is saying 2 weeks or more and must prepay for a part that may not arrive in a timely fashion or at all. If they can't sell me this part at the Oakville counter, then they should make it available on line.
  No customer complaint department is available. ** **** ***** **** ** **** **** *** **** ** ** ** ******* ***** ********* *** *** *****

• Review fromlisa c

  Date: 14/03/2023

  1 star

  lisa c

  Date: 14/03/2023

  ******** ******** ******* - I had issues with a *********** kitchen faucet and called to have a replacement faucet sent under their warranty. Because of the sensors, these faucets do not work at all when there is a problem, so I had no kitchen faucet for over 2 weeks. ** *** * ****** ** * **** * ***** ***** ** we had to get water from the bathroom to use to wash/rinse any dishes or do anything in the sink. They apparently sent the replacement via ****** **** "Express" Post which is supposed to be 2-5 business days and ended up taking 10 days because the Canadian counterpart is in Oakville and you can't get this anywhere - it has to ship from there so if you are in another province, like I am, it is not quick. When we finally got the faucet, the cartridge was faulty and needed replacement. I had to contact again to get this and again, they said they would send it out with the "quickest" way possible. It has been over a week and I followed up because I still hadn't received anything and their "order confirmation" emails that say this part was ordered say 7-10 days but their customer service says 2-5 business days. I did not get any shipping email with a tracking number so I contacted them and I finally got a shipping email with a tracking number. It is being sent through *** but after 2 days they are still showing only "Label created" and not that this was even yet shipped out. I contacted Moen again and they can't seem to give me a direct answer when/if this has shipped. **** ** ** ******** **** **** *** all they do is give me platitudes to appease me but that does nothing for me. I will never buy Moen again, and I will make sure I share this experience with everyone I know. **** **** ** ** ***** ** **** **** * *** ***** ** **** * ******** *** *** **** *********** *** **** ******* **** * ***** *** ********** *** *** **** **** ********* **** ***** **** ******* ******* ** * ******* ***** *** ****** **** ***** **** ***** ** **** ****** ******** 

  Moen Canada

  Date: 19/06/2023

  Sorry to hear of this experience.  This is not something we take lightly. 

  
  

  Moen has taken all the steps to make this situation right.  The faucet has been replaced with a non motion sense unit and full reimbursement has been provided to consumer for the cost of their original faucet.  

• Review fromIna C

  Date: 06/03/2023

  5 stars

  Ina C

  Date: 06/03/2023

  Our kitchen faucet is 12 years old and it started leaking at the hose connection to the handle (pull out faucet). I contacted Moen by email with photos, etc and they sent the hose within a few days. When we received it within a week of them shipping it and proceeded to replace it, when we discovered that there was a bigger problem with the faucet. I, again, contacted Moen with more photos and the previous email's work order number. They contacted me immediately, by email, and said they said they would replace the entire unit with a similar faucet (ours is discontinued) and I was even able to choose from 2 of their similar products. Moen has bent over backwards to ensure we are satisfied with the quality of their products as well as their warranty and customer service. We will only use Moen products from here on in. They stand behind their products, even when they are a much older model. We are truly blown away by the quality standard of their company and products!! Thanks Moen!!

  Moen Canada

  Date: 12/06/2023

  Thank you for your statement. It is always nice to hear such positive feedback.

• Review fromzbigniew m

  Date: 25/02/2023

  5 stars

  zbigniew m

  Date: 25/02/2023

  Absolutely the best customer service. Have been visited the place in few occasions , every time fully satisfied,cheers Moen!

  Moen Canada

  Date: 05/06/2023

  Thank you, we certainly appreciate your kind words.  Moen associates take pride in providing superior customer service.