I renovated my kitchen and bathroom 2 ½ years ago. Recently I’ve had problems with my bathroom faucet and my kitchen soap dispenser. I figured this would be a good test to see whether or not the 2 faucet companies would stand behind their products.
My bathroom faucet is from Pegasus. I purchased it at my local Home Depot store. The handle broke off.
Our Pegaus Faucet, with the broken handle.
My kitchen sink is a Delta that I purchased from Home Depot Expo. The built-in soap dispenser broke.
Our Delta Faucet
I didn’t have product numbers easily at hand, so one day when I was in Home Depot I figured I’d ask about the Pegasus and how to replace the handle. The salesperson there wasn’t too helpful, so I decided my best course of action was to consult the internet.
First I found Delta’s website, which led me to their customer support page :
They also list their phone number 1-800-345-3358 to call for help.
When I called, I got a very polite man who walked me through the type of faucet I have and finally figured out which one it was. Then he had me describe what was wrong with the soap dispenser and told me what part I needed. Then he told me I’d receive it free of charge within 7 – 10 business days. And I did!
Next I went to Pegasus’ web site. For some reason their customer service page leads to Home Depot’s site. When I called Home Depot’s web number they gave me a number for Pegasus’ customer service: 1-888-328-2383.
I called Pegasus and they walked me through the type of faucet I have. We finally figured it out together. He told me the same thing – he’d send me the part free of charge – which I did soon receive. My only complaint with that one is that now I have to hire someone to put in the handle.
Other than that, I’d say that both companies passed the test with flying colors!
Both Delta and Pegasus stand behind their faucets.
Feel free to share any experiences you’ve had with faucets in the comments below…
Tags: customer service, Delta, Faucets, Pegasus
August 1st, 2008 at 5:39 pm
[…] recently mentioned how my built-in soap kitchen dispenser broke. I must say I panicked! Not really, but I was annoyingly inconvenienced each time I went to use the […]
July 10th, 2009 at 4:31 pm
I have a leaky spray coming from my Pegasus kitchen faucet. I went to home depot to purchase a stem since that is where I purchased the faucet and discovered that the location in Midtown Manhattan did not have what I needed. So I went to Lowes and was able to purchase a stem. After replacing the stem the spray still leaked so I contacted the number I had on my Pegasus manual. The only problem is the manual had five different model numbers and I didn’t know which one was mine. I mentioned this to the customer representative and he assured me that they all carried the same repair parts. He then told me he would send me a replacement spray with in 7-10 days. I received the package today and discovered that the spray does not fit my hose and therefore it can not be used. I contacted Pegasus again and spoke to a fella by the name of Mitchell who was not interested in what I was saying because he insisted that all the faucets had the same parts. I think he was just annoyed that a woman was calling because he told me my plummer would know what to do with these parts. After he said that we were disconnected. So I proceeded to call back and got Mitchell again and when I gave my phone number he hung up. I called again and he did the same thing. On my fourth attempt the phone was picked up by a gentleman by the name of Pavel who looked up all model numbers so we could find out my exact faucet and told me that the mechanics of my spray was in deed different. Now I must say that my persistency got me to the this final outcome but not everyone is going to be so persistent nor should they be. Pegasus needs to make sure that their customer support team all has patience for the customer (lay person) as well as the professional plummer. I just hope that this time around I get the part I need.
March 16th, 2010 at 8:50 pm
One of my favorite customer service quotes is “Mistakes are the portals of discovery.” -JAMES JOYCE