Townsend Showroom — Local services in San Francisco

I ordered a replacement for my Duravit wall hung toilet via the internet. Although I was not on the Amazon website it turned out to be sold through Amazon. After 4 weeks it did not show up. I tried to explain via Amazon that I preferred to have the toilet than a refund. There was no response. Then Amazon issued a refund. I looked up the toilet again and it was again offered through the same outlet. I tried to ask if if I should order the toilet again but there was no way to ask. So I contacted the Duravit distributor via email and followed up 3 days later with a phone call and then again with another email and another phone call. No response after 4 weeks. I emailed Duravit HQ in Germany and asked for information to help me order the toilet. After 3 weeks I decided to phone a local store, Townsend Showroom. I was surprised when Edward was kind enough to say that he would check on availability for me. He told me it had been discontinued and gave me the very long model number for its replacement. I ordered it from him and he said it should arrive in his showroom within one week. Wow. Then I explained to him that I had been trying to replace this defective toilet for years but no plumber would touch it. They refused to work on a wall hung toilet. Edward suggested I contact Chris Gogna who could replace the toilet. Chris agreed to pick it up from Edward and replace my toilet. He did it today. He made it very easy for me. I learned a lot about these toilets from him. I also learned that Chris and Edward developed an excellent working relationship for several years. I will definitely return to Edward for my plumbing needs and Chris for all my home repairs....

We went to Townsend when we were experiencing difficult customer service at another showroom. We'd actually already visited them earlier when we were checking out different fixtures for our bathroom, so we knew that they had beautiful items and that they were responsive. Edward and Ada are very attentive to customers, among the most attentive I've seen in a long time. They return messages quickly, take quick action, and overall are very good on the communication front. They are helpful in tracking down items that they don't have in their showroom and in making suggestions. Given that production and delivery lines are really slow these days, we were very concerned things wouldn't arrive in time for our scheduled work, but with one exception, which had nothing to do with them, everything came in. They were also able to hold things for us until we were ready to use them. One caveat: we were willing to pay extra because of how complicated getting work done has became post-Covid, but if your contractor does have a real discount somewhere that he or she passes on, you will definitely pay more at Townsend. Our contractor inquired because he'd be interested in working with another showroom as well, but the only reduction we could obtain on anything was just the standard price for which things sell online (in other words, a normal reduction that is lower than list price), so not really a discount. Given prices these days, it's something to consider, but I have no regrets this...

I am so glad I came to Townsend Showroom for my bathroom remodel project. While other places had similar products, the biggest difference for me was customer service. Both Edward and Ada were fantastic to work with. Edward is a true professional who’s knowledgeable and eager to help us find what we need. He’s a good listener, can quickly point us to the right direction, and provided many helpful suggestions for us to narrow things down. For the bath tub I initially had one idea, but after listening to Edward and trying out a different one, I ended up going with what Edward suggested and I’m so happy I did! It was the perfect fit for my space and needs, way better than my own idea. Edward knows about plumbing and made sure I got the pieces needed for passing inspections. I had a major issue with the drain installation. Edward patiently helped me to problem solve and eventually had something custom made for me which worked much better. Throughout the whole process, communication with Edward and Ada was as smooth as can be. Edward has been very responsive, replying to inquiries clearly and superfast, which was crucial. Ada gave timely heads up on deliveries so I could plan. All in all, Townsend Showroom was a wonderful business to work with. I recommend them wholeheartedly and will definitely go back to them for any...