Henry Kitchen & Bath — Attraction in Des Peres

To make a long story of my terrible experience short- went in to this shop 2x looking for backsplash tile. The shop is a mess, tile display boards stacked on top of each other or against counters making it difficult to look at anything without sending other samples cascading on floor. The lady who 'helped' me both times was useless, when asked pricing on various tile her response was usually 'I don't know'. Took over 45 minutes to get my info for 3 samples and to get me pricing on 1 tile (though requested price on 2 tiles). Went back a week or so later as I had finally picked the tile I wanted from the samples. Walking up the steps there was a lady sitting at the first desk on the right and I asked her if there was someone could help me order tile. She LITERALLY glared at me for an uncomfortably long moment, smacked the top closed on her lunch contain, stood and actually threw it down into the trash can. Then very rudely and aggressively says, '(can't remember name she stated) was helping you yesterday'. I informed her I wasn't there the previous day and she snapped at me saying well, the other day then. She continues, mind you the woman is nearly yelling at me, that the person who I previously spoke to wasn't there. I tried to explain I only wanted to order tile. She kept telling me the other lady wasn't there and she couldn't go looking through her desk. I tried to ask what she needed to go through her desk for and that I simply wanted to order tile but she continued to cut me off and her demeanor was startlingly aggressive. I'd like to add, I'm a trauma nurse in a large ER, I deal with rude and/or aggressive behavior all day long, so I'm not overly sensitive about these things. I finally told her that she was quite rude and that I would not be purchasing anything from them. She denied being rude, and my mother, mother who was with me told her she was and that she didn't understand why she was talking to us in this manner. As I was walking out (I couldn't be in there any longer and continue to talk nicely) she was trying to explain to my mother that she would just have to sit and ask me all kinds of questions since the lady who previously helped me wasn't there. What questions, I don't know. Why this was a problem to have to ask me questions, not sure as that is her job. Save yourself a terrible headache and an enormous waste of time and don't go here. It took me weeks to finally pick tile, just to have to start all over again. I've never been talked to like this as a customer. I was both shocked and disturbed by...

Recap: I recommend going into the Henry showroom to look at things in person but never to purchase from here.

I work as a designer/GC coordinator and had a client who had purchased all of her plumbing fixtures for a large bathroom at Henry, which the plumber had recommended. A couple weeks after obtaining the fixtures, she decided to go with a different color scheme. We went through her receipts to find the return policy and there was nothing that was clear in the paperwork, so I had her call Henry. When she asked if there would be any issue returning the items, the sales associate said a cheerful, "No! Not at all." (I know this because I was present when the call was made on speaker phone). This was not the case. She was able to return the items that Henry had in stock for a full refund but anything that they had ordered through the supplier was subject to a 60 percent restocking fee, which applied to over $2000 worth of items. It would be one thing if the employee had told her that over the phone, and though it still would have been outrageous in my opinion, at least we would have known before purchasing the new fixtures. My client spoke to various Henry employees over the next week explaining the miscommunication but Henry never made it right. I have spoken with the plumber that we used and told him that any future job he does with us would not use Henry and suggested he not use them for other jobs as well.

Overall, I recommend going to Henry to see fixtures in person but never to buy from them. The same exact items are available at Amazon and Wayfair and their customer service is exponentially better, with no restocking fees and often free return shipping. Also, Kohler, Moen, Delta, etc will still honor any lifetime warranties if you purchase from Amazon or Wayfair. There's really no reason to purchase from Henry. I hope this saves someone else from losing a lot of money like...

Walking into Henry Kitchen and Bath was a big mistake. My wife and I went to them for what should have been a small project: bathroom sink, vanity, and cabinetry. They told us it would probably take a few months to get everything ordered, scheduled, and completed. Almost a year later and the project is still not completed.

It was a comedy of errors from the start. First, they forgot to order the sink/counter. Then they ordered, delivered, and installed the wrong sink/counter. Then they forgot to order the handles/knobs for the cabinetry. Then they ordered the wrong handles and knobs. Promises were always made and most of the time they were broken. Excuses and delays. Excuses and delays. Making matters worse, communication was abysmal.

But here is what my wife and I found most unforgiveable: at no time in this entire ordeal were we ever provided an apology; no recognition of how outrageous it was that a project that was originally expected to be completed in May 2022 was still unfinished in January 2023; no acknowledgement that the inconvenience that we were going through wasn’t normal. Is this business as usual for them? Maybe.

Henry Kitchen and Bath made it crystal clear that they didn’t care and that they weren’t willing to take any responsibility for their mistakes. They were very adamant about us paying upfront. But not so adamant about doing the job correctly or in a reasonable amount of time.

Run – don’t walk – away from Henry Kitchen and Bath. It was a...