KOHLER Store by Supply New England (Natick) — Attraction in Natick

Original review (see update below)

My wife purchased a Kohler Cast Iron under-mount sink in April 2019. The sales staff described the sink a bullet proof and that you could drop pots and pans into it with without any risk to the enamel. We just had a house guest clean a metal pot in the sink and it left a giant gauge in the enamel. I don't want to think what would have happened to the sink if we had actually dropped a pot in it. The staff at Signature Store could not have been less interested. They told me they could do nothing to help and that it is not covered by the Kohler warranty. Thanks for the great customer care after spending $800!

Updated review (1 week later)

A customer service manager (Jessica) reached out to us within 24 house of my first call and was very helpful. She listened carefully to the problem, and came through for us in finding a solution. After we sent her pictures of the damage she contacted Kohler for us and arranged for a replacement sink. She also offered to cover the re-installation costs. Outstanding customer service! Thank you!

We will definitely be using a basin basket in the new sink, based upon our experience they are more than an...

A True Gem at Kohler Store – Thank You, Jessica! I don’t often write reviews, but when someone goes above and beyond the way Jessica did, it would be selfish not to share.

We worked with Jessica at the Kohler Store in Natick through two big home renovations — both full bathrooms and our kitchen and she was simply amazing: incredibly kind, sweet, knowledgeable, and professional.

I often dropped in without an appointment, and she always welcomed me with a smile. If she was busy, she made sure to follow up. When our showerhead changed color and a sink cutting board arrived damaged (which can happen anywhere), she handled both issues quickly and kindly, no hassle, no stress. She even took the time to speak with our plumber once, so much patience!

What really stood out was her honesty. When I was torn between a faucet from Kohler and one from another store, she never pressured me. She encouraged me to follow my heart. That kind of integrity is rare and only made me trust her more.

Jessica made what could’ve been a stressful process feel easy and even enjoyable. If you’re renovating, do yourself a favor and go see her. She’s...

I would like to leave 12 stars if I could. We worked with Diana who was fantastic in our bathroom renovation and Christeen later helped with a tile problem that was our fault. Diana was great in picking out all the fixtures as well as knowing every single valve and handle we needed. I came into the store in a panic one day, trying to find a couple boxes of Ann Sacks tile, because we under-ordered from another vendor in the planning stages of our bathroom. Christeen not only located the tile, but ordered it, convinced them to ship it overnight, and continually checked on it. She sent an email saying that she saw it was delivered before I even noticed it had been. I can't imagine the business made enough, or any money on the tile, to have received the level of care and service that we got from Christeen. All in all the staff at this kohler store went ridiculously far above and beyond when they didn't have to. I highly...