Duravit Design Center, Hornberg

Remarkable team, best product.

In our new building, we opted for a mirrored cabinet in the bathroom and guest toilet and for a Duravit urinal in the guest toilet. We had a good feeling when we bought it, because we had beautifully designed products and we also supported a local company. When installing the smaller mirror cabinet, the wrong cover caps were included. These were sent by post relatively quickly after a complaint was made to the dealer. You can overlook that. In the large mirror cabinet, which was delivered fully assembled, the drill holes for the glass holders were offset by approx. 1 cm on the left and right and the glass panels are therefore at an angle in the cabinet. Unfortunately, we only noticed this when the mirror cabinet was installed, let into a niche and grouted. We then complained about this to customer service via the dealer. Customer service then wanted to completely replace the mirror cabinet, which is in principle a very good service if the mirror cabinet was not embedded in a complex manner. When we replied that we did not want this and that no other solution could be found here (e.g. 10% discount or 2 free toilet paper holders), all suggestions were categorically rejected. All or nothing, was the answer. In the end we didn't decide at all because of our situation. I don't know why customer service isn't willing to make any compromises as it would have been a win-win situation for both parties. Duravit would not have had to replace an entire mirror cabinet and we would have been compensated). Maybe you want to reduce the number of confirmed complaints. In any case, we would have wished for a concession, but perhaps that is not necessary, since one does not buy new bathroom furniture so easily. The attached pictures were sent and the evidence is clear. There is clearly a production error! The complaint number should be R0144330. What remains in the end is that we bought 3 products and we had to complain about 2 of them. Not a particularly good rate for "Made in the Black Forest"! Based on the above facts, we will no longer buy anything from Duravit and we can only advise everyone against it. If you don't want trouble, buy nothing from Duravit if possible. And if you buy it, you should hope that you never need customer service.