Bought Moen products in 2013 for bathroom remodel. Tub faucet started to leak 8/17 which quickly progressed to steady stream within a week requiring a plumber. The plumber had to replace cartilage within Moen faucet. Called Moen customer service about warranty. Was told they only replace parts. This is not a satisfactory warranty for product failures that require immediate repair such as a water leak. Don't buy Moen because you believe their products are warrantied. You will get a replacement part after the fact when you have a premature failure of their product.
Have purchased Moen for over 25 years. Two days ago my 5 year old sink faucet broke, water everywhere! Trying to call Moen is worst than any task I have ever encountered. When calling Moen a computerized message stating it would be a two hour wait or call back in three days. I waited approx 30 minutes then gave my call back WHICH IS RIDICULOUS. So much for your lifetime warranty when a customer can't get through you. I was forced to buy another faucet because of your lack of commitment to your customers.
I DID NOT NOR WILL I EVER BUY ANOTHER MOEN. Your company used to be decent with good service. NOW you are the worst! I have full intention to go online and inform every potential Moen customer that Moen is a scam lifetime warranty on products. Moen doesn't answer the phone and then the 3 day wait for a CALLBACK! Are you kidding me! I was your best customer. Now I am going to be your worst nightmare!
SAULT STE MARIE, MICHIGAN -- Purchased the Varese Model Lavatory Faucet. The flow rate is unacceptable! Like watching grass grow. Followed up in local plumbing shops to change the aerator based on recommendations online and in person. Can't find a replacement aerator. Either it doesn't fit, the thread options do not work ++++... What a stupid engineering flaw to have the flow rate at a such a low level...then not have upgrade options one can find by using the model number and description. Coding does not match manufacturer's number system. I wish now I would have chosen Delta or similar. Have been using Moen for 40 years! No problems until now.
DELTA, WASHINGTON -- This support system is the WORST I have ever encountered. Wait times were over an hour. Trying to schedule a later call-back is excruciating and ALL times in my day were unavailable. I have just bought a system and needed an extra part to install. I JUST BROUGHT THE WHOLE THING BACK TO THE STORE when I realized I would never get any support. GOOD TO KNOW before you buy.
NORTH OLMSTED, CALIFORNIA -- Bought two faucets years ago. One failed with a leak problem which could not be fixed in 2010. Moen replaced it free of charge. Called today because the other faucet is losing the chrome plating. Was told that it was not under warranty. This company has changed. Will never purchase from Moen again. Suggest folks run a "warranty problems" search before buying a home improvement item of this type.
NORTH OLMSTEAD, OHIO -- After a plumber charged me $160 to tell me the MOEN cartridge did not fix my leak & I would have to replace both bathroom faucets (for another service call $$$) I found the 'lifetime warranty' papers for all the MOEN faucets in my home. Granted, the serviceman should have informed me that MOEN had a lifetime warranty on their faucets and not charged me for the cartridge, but it was too late then. I called MOEN & MOEN did send out new faucets (they warned me they were slightly different,... more rounded.) I took plumbing lessons & did the install myself. I kept thinking I must have gotten something wrong. Had several people look at it before I realized the problem.
I made the call to MOEN (Tuesday) & explained the problem. I told him that the faucets were pre-assembled & looked like the photo on the box (pointer on bottom) but the pointer would point at the cold when the handle is turned to the left (hot.) The service representative told me not to go by the photo on the box. He said the picture on the instructions was correct (the pointer on the one-handled faucet should be on top.) End of that conversation (I think it was their closing time.)
Next day (Wednesday) I called back. I said there's no way (& sent pictures to prove it) the handle can be turned around 180 degrees since the set screw is offset & has a 'U' shaped slot. Actually it could, but would look absolutely ridiculous. After reviewing the photos, 'Brandon' - the Wednesday service rep, said the photo on the instructions was from an older model & to go by the photo on the box.
After my suggesting there's a HUGE DESIGN FLAW in that scenario, Brandon kept insisting the faucet was assembled correctly. (The picture on the box showed a different hot & cold cap than the one I had. And unlike Brandon's condescending comment of, 'That's why we put the 'H' and 'C' on the handle',... there IS no 'H' and 'C' on this faucet handle.) I'm not happy.
NORTH OLMSTEAD, OHIO -- Twenty years ago I replaced all the faucets in my home with Moen faucets. I wanted beautiful faucets that would last a lifetime. After about 10 years some of the cold water handles became difficult to turn because of hard water buildup. I called Moen and they no longer had any parts for Monticello plated faucets. They sent two new faucets and matched them as well as they could. I paid the plumber. I no longer had matching faucets. About 5 years ago the original faucets started rusting at the base. They are now significantly rusted. I called Moen and sent pictures.
They told me they could not honor the warranty because I no longer had the receipt. They are taking this under consideration since they honored the warranty in 2007. Even if they honor the warranty, I will receive another totally different set of faucets. My faucets will not match and I will have to pay the plumber. Their lifetime warranty is useless because they do not keep replacement parts. Their products actually last the lifetime of a hamster instead of a human, and you have to pay the plumber.
NORTH OLMSTED, OHIO -- This complaint is actually about customer service AND their "lifetime" warranty. I will NEVER buy another Moen product again. I originally bought my kitchen faucet because of the Moen name and the "lifetime" warranty. Boy what a mistake. 2 1/2 yrs ago we remodeled our kitchen and bought a Moen model 87770 series kitchen sink faucet in brushed stainless. About 6 weeks ago the part that holds the sprayer in place broke. I called Moen at their 800 number and got only a recording, wait time was over 1 1/2 HOURS. So I left a message for someone to call me. About 1 1/2 hours later they returned my call and told me they would send out the part.
While waiting I actually went into the hospital, had kidney surgery and returned home and STILL no part, so I called again. AGAIN I got this recording and left my number for a call back. This time it took about 3.5 hours for them to call back. I told them the part still had not come and they said it had been on back order and would arrive soon. It came a few days later BUT it was the wrong part, a part number totally different than the part number I gave them. I called again went through the same procedure, leaving my number etc. Never a human being here. They called back in about 3 hours again and the gentleman on the phone said he would send out the part needed.
I told them since THEY sent out the incorrect part, Moen should send it via express mail. He then told me that would cost me $15. I told him that was crazy since THEY were responsible and sent the incorrect piece in the first place. He told me he would take care of it and to expect it by Weds at the latest. A week later, on FRIDAY the part still had not come I called again. This time the recording is changed but has the same "due to unusual call volume etc, etc) (must be lots of complaints) and it tells you to now leave a call time and your number but each time I put in a call time, it would tell me "the time you entered is within your wait period (HUH?) please try again"
On the 3rd try it says "you have exceeded your limit, good bye!" and hangs up. What in the world is this? This is NOT customer service. It is a run around. I was furious by now so I wrote an email stating I would go online and write a complaint for all to see at My3Cents and would NEVER buy a Moen product again. The next day a lady called me to try to pacify me. She really did nothing as the part came that day and although I told her about the recording it still hasn't been changed since I had to AGAIN call Moen today because another PLASTIC part broke.
My son went to turn on the kitchen sink and viola (!) the quick link hose (plastic parts) broke and flooded my kitchen (laminate floors) before we could get the water turned off. By this time I was ready to just pay for the part. So my husband went to 7 stores plus plumbing supply stores to find the piece and no one carries MOEN parts! They must be ordered. So back to calling Moen and got the same garbage on the phone. I emailed them but the fact is that their parts are cheap plastic, they easily break, you can't just run to the hardware store to fix them and you can't get hold of anyone when you need them and it doesn't appear that they care.
After having very major surgery I do not need Moen to make me feel worse. I have no water in the kitchen, water flooded my kitchen laminate flooring, obviously won't get my part for possibly weeks and I am just so upset I could cry. ALSO, when they sent the first part I complained although it was the incorrect part, it was also different in design.
I was told that the parts have changed. I think if a company has a "lifetime" warranty they should be forced to keep the original pieces in stock for 20 yrs. I am afraid that when I finally get these 2 new pieces they will have again changed the design and they will not fit. In that case, I believe Moen should totally replace the faucet. After all this faucet cost me more than $200 and I believe it should last more than 2 1/2 years.
Moen faucets come with a lifetime warranty, but they still break and are tedious to repair. Our kitchen faucet broke after five years of moderate use. I called Moen, explained the problem, and the next day two packages arrived each containing three bags of parts along with six sets of instructions. The instructions did not account for all the steps needed to disassemble the faucet and install the new parts. So I had to call Moen three times and each time I had to wait for about an hour to get help. The Moen representative was courteous and laughed when I told him that installing the “cartridge retainer clip” was like brain surgery. He noted that many plumbers also have problems.
After five hours, I completed the job only to find that the hot and cold ports of the lever-controlled valve were reversed. Although a “Moen-certified” plumber could have finished in less time, his bill would have probably been more than what I paid for the faucet. My lesson: don't let a product's “lifetime warranty” persuade you to buy it.
I had very little faith I would get the great service I got from Moen, but I was totally wrong! Due to a fire in our office (where all receipts and such were kept) I had no receipt not even a model number, I took a couple of pictures of the faucet and emailed it to them. They not only identified it but in a little over a week I had the parts to repair my faucet set!!! And they even emailed me the instructions to remove and replace the parts!!! I GIVE a 10+ review and will be a loyal customer!