KOHLER Store West Hollywood — Local services in West Hollywood

Previous experience post: We went to the showroom where Lala was very knowledgeable and helpful in showing us products from sinks to backlit mirrors . While there, she even extended herself in transacting a.replacement shower wand through warranty, just by hearing us say that ours stopped working. Who does that?! We’re very happy we went in person and met with her :-)

Recent experience post: I want to give Lala at the West Hollywood store another big shout out for her helpfulness in making another situation right for us, this time following an order that we weren’t satisfied with a few months ago. We had looked online for a new Kohler toilet and settled on the Corbelle model. The order was being shipped from Kohler in 3 parts including the bottom skirt, top tank, and seat. Mainfreight was the shipping company used. According to the shipment tracker, the skirt was first shipped. Based on that information, we had the plumber come to gauge the correct distance between the skirt and the new water line connection to be installed because this model’s skirt flared out considerably and we needed to make sure it wouldn’t obstruct the new supply line for the plumber to install. The plumber opened the box and discovered that the shipment was the tank that was shipped, not the skirt that we were led to believe. Unfortunately we still had to pay the plumber for his service call even though he didn’t get a chance to do what he needed. We tried to connect with Mainfreight but couldn’t since they’re 3 hours ahead on Eastern time and then the weekend was upon us when they were closed. We were further frustrated after calling them at 6 a.m. (9 over there) Monday morning and they said they’d contact their local office in LA to get in touch with us but the local office never contacted us. When Mainfreight did finally call to schedule delivery of the skirt, we canceled the order and instructed them to return it to Kohler. The second issue was that the tank that we did receive had a cut out hole in the back that we didn’t expect or want and only later learned that it was to allow the installation of a continuous clean gadget, if desired - and we didn’t want that. This detail was not on Kohler’s website when we ordered the product and believe it should have been clearly disclosed. We called Lala and she walked us through in ordering a replacement product. Lala promptly processed our full refund and placed a new order with another style of toilet, the Highline, after she made sure that a similar cut out in the tank did not exist. The new product was mercifully delivered by FedEx, a much more reliable shipper. We’re very grateful to Lala for all her assistance again, very much like last year when she helped us with a defective product replacement. We’ll definitely keep going back to her...

As a design/build contractor I have often included Kohler fixtures in many of my remodeling and new-construction projects. Online, over the years, I have assembled many Kohler product carts, and created a number of project folders on their website. I consider myself to be very familiar with Kohler products. My first visit to the Kohler Experience Center was impressive and actually transformational for me, in that I felt more immersed in the Kohler and Kallista world than I had been - even compared to visits to Kohler's trade-show booths at various industry events. On my first visit, as luck would have it, I was greeted by Manja Nikolin. She was, and is, courteous, thoughtful, engaging, knowledgeable and genuine. Since meeting her, with her welcome input, I have purchased thousands of dollars of remarkable Kohler and Kallista products for my current remodeling project in Bel Air. After sale service is extremely important to me. Consistently, Manja (along with her colleagues she's enlisted to assist me), has provided stellar customer service. Manja is prompt, professional and fun to be around. While I have not interacted a great deal with her associates at the KEC, I can say that each time I come in, I am greeted with a smile and friendly "hello" from all who see me. They offer me water (I am waiting for them to offer me the fish mobile floating in the front window :) The vibes in the store are generally good - it is the people working there that make it so. I especially appreciate that Manja took a deep interest in my project and was very thoughtful to guide me toward things that might fit well. Historically, I purchased Kohler products from plumbing supply houses or online. Visiting the Kohler Experience Center gives one a great opportunity to really connect with many wonderful products. If you are a visual person or a tactile person or someone who appreciates quality and good design, the KEC is a place to see. It sparks creative ideas. I am grateful for Manja and her colleagues. Joy and good...

When my husband and I decided to renovate the bathrooms in our house, we knew we needed to work with people we not only trust, but also a true partner through his whole renovation adventure we were embarking on!

After a lot of research and less than favorable experiences at other establishments, we walked into Kohler Experience Center and were immediately impressed by the products displayed and how well designed the showroom was. However, what really set our experience apart was Drew, who greeted us with such warmth and hospitality and became that trusted partner we worked with over the last year and hopefully in the future on any other projects we may have! Drew is wonderful - he is very attentive and took the time to understand our vision and then make tailored recommendations and iterate on ideas with us. We also felt so comfortable with Drew and knew we were always in good hands. We had a ton of questions for Drew, and he was so well-informed. On the rare occasions when he didn't immediately know an answer, he would honestly let us know and then find out for us. He was always so patient with us and never once pushed a product that we didn't need or rushed us through a decision. We've been sharing our experiences with friends and family looking to remodel their own homes, but we felt like the broader world should know! We HIGHLY recommend working with Drew and the Kohler...