Sign in

Vigo Industries

Sharing is caring! Have something to share about Vigo Industries? Use RevDex to write a review
Reviews Vigo Industries

Vigo Industries Reviews (24)

Bought a house that had a Vigo faucet in the kitchen (single-hand sprayer)The sprayer button was permanently stuck onContacted Vigo and within 3-days they are shipping me a replacement (and upgraded) faucet head free of chargeI am honestly shocked as this is going above and beyond what I even expectedI will be a customer for life

What a great company and even better customer service after the saleWe purchased a faucet set several years ago and encountered some troubles recentlyAlthough Vigo could have hid behind the warranty period time frame, Vigo worked with me to create a positive solution for both partiesI highly recommend this companyThanks From Houston Texas

After many years of use, my faucet started to leakI contacted vigo's customer service and they were extremely helpfulThey definitely stand behind their product and shipped replacement parts to me at no chargeIt's refreshing as well as surprising to find a company that cares for their customersI've found too many companies care only about profit and not the productTrust me, you won't go wrong purchasing a Vigo faucetThe faucet was beautiful as well as the customer service that was amazing

This appears to be a case of miscommunication and a misunderstandingI have reviewed the email correspondence that this customer had with one of our technical support repsOur rep informed him that if he could provide original order information, or a proof of purchase, that we would send the part out at a no chargeIf not, the part would be at a charge of $15, plus shippingThe customer did end up sending over his original order information and this part was sent out a few days ago at no charge to the customerThis part was sent out via FedEx and the tracking number is [redacted] We expect this case to be closed, as we have already fulfilled the customer request

Dear Mr [redacted] , We are sorry to hear that you are having issues with this unitAccording to our information, you purchased the unit through [redacted] in OctYou then had correspondence with one of our repsin Novabout an issue you were experiencing with the hingesWe sent out a parts order for two new hinges and never heard anything back after thatWe assumed the new hinges resolved the issueSince your last correspondence with our company, we actually have upgraded the hinges for the unit you haveThese hinges are now able to have the seal strip run all the way through the hinges, which keeps everything tighter and has a less chance of water leakage down the roadWe can also provide shims to sit under the hinge, which will boost the hinge up and prevent the door from sagging I would be more than happy to send you out a couple of upgraded hinges, the corresponding seal strip and some shims to resolve the issues you are still experiencingI would also be more than happy to discuss and walk you through the installation of the new partsIf this is something you would like to proceed with, please provide me your current ship to address and I will get the parts shipped out I look forward to hearing back from you and resolving this issue

Complaint: ***
I am rejecting this response because:
I sent the proof of purchase on the original email The company intentionally did not respond, but the fact that I submitted a Revdex.com complaint was the only motivation to serve their customer

+1

I am unable to view the attachment that was provided
with this rejection, therefore, I cannot verify the discrepancy in verbage, as claimed
However, I can verify that the PSI limitation is, in fact, included in all
installation instructions, past, present, and futureVigo is of the position
that, even if the wording may have varied slightly from our more current
installation instructions, this is critical information that should have been
followon for further inquiry if it were at all unclearThe installation
instructions are provided to be fully read and understood, in all aspects, by
the installer, prior to installationIf there are any questions at all, our
contact information is readily available in the instructions for further
information and assistanceIf the customer (or his contractor) had reached out
to us for clarification, we would have been able to advise the installer that
pressure regulators were needed for this specific installation
As to the claim of the warranty being voided, there seems to have been some
miscommunicationThe customer and/or installer were never told that replacing
the cartridge and/or installing pressure regulators would void any type of
warrantyThe information that was, in fact, provided to the customer was that
if Vigo sent out a replacement cartridge, and nothing was done to reduce the
water pressure, the customer would once again have the same issue
Therefore, with this being made very clear to the customer, it was stated that
if pressure regulators were not installed in addition to the new cartridge,
there would be no further warranty on the cartridgeThis point was made
clearly so as to save the customer, his contractor, and Vigo the time, money,
and aggravation of replacing a part only to have the same problem crop up again
The customer was resistant on the matter of removing the panel to install
regulators, and was informed that without that necessary step being completed,
he would likely have the same result, and that no more cartridges would be sent
free of charge if not installed as instructed
Vigo stands by its original offer to the customerVigo has already gone above
and beyond its obligation in offering to exchange the entire unit for the
customerThe customer's request is simply not realisticThe customer is
requesting that we do a full buy-back of the unitHowever, the customer did
not purchase the unit from Vigo, but through one of its online retailersVigo
does not exchange money with consumers directly, in any circumstanceThis is Vigo’s
policy, always has been, and would actually be in violation of Vigo’s contracts
with its retailers if doneAs such, the original offer stands: If the customer
would like a new replacement panel, Vigo would be more than happy to comply

This customer called in with an issue on 2-5-14. I spoke with the customer and his plumber on several occasions through-out the day. After trouble shooting the issue, it was determined that the cause of this issue was the customers water pressure. The customer and his plumber informed me that the...

water pressure is 75 psi. It states in the installation instructions for this unit, which I have attached a copy of, that the maximum pressure allowance for this unit is 45 psi. This information can be located on the bottom right corner of page 4.
Either way, the customer was never denied warranty service, as he claims. The customer was informed that in order to get this unit to work properly, the water pressure would have to be regulated down to 45 psi. This would require putting water pressure reducers on the valves to regulate the water temperature. This is not a huge ordeal, as we inform customers to do this all the time and they do so without issue. Once this is completed, the cartridge which was blown out due to the high water pressure, would have to be replaced. I offered to send this to the customer at a no charge. The customer was not satisfied with this resolution.
In any event, we here at Vigo like to keep our customers happy. At this point, we are still willing to send the part out at a no charge to get this shower back up and running. We are even willing to go the extra step and swap out the unit for the customer, with a similar unit that can run at a higher pressure. If the customer would like to pursue either of these options, he can contact me directly and I would be more then happy to get this situation resolved.

Dear Mr [redacted],
We are sorry to hear that you are having issues with this unit. According to our information, you purchased the unit through [redacted] in Oct. 2013. You then had correspondence with one of our reps. in Nov. 2014 about an issue you were experiencing with the...

hinges. We sent out a parts order for two new hinges and never heard anything back after that. We assumed the new hinges resolved the issue. Since your last correspondence with our company, we actually have upgraded the hinges for the unit you have. These hinges are now able to have the seal strip run all the way through the hinges, which keeps everything tighter and has a less chance of water leakage down the road. We can also provide shims to sit under the hinge, which will boost the hinge up and prevent the door from sagging.
I would be more than happy to send you out a couple of upgraded hinges, the corresponding seal strip and some shims to resolve the issues you are still experiencing. I would also be more than happy to discuss and walk you through the installation of the new parts. If this is something you would like to proceed with, please provide me your current ship to address and I will get the parts shipped out.
I look forward to hearing back from you and resolving this issue.

I purchased a Vigo faucet for my kitchen remodel. The next acceptable faucet from another vendor cost more than three times as much. Upon receipt of my Vigo, I was thrilled. It was quality stainless steel construction. The spray head was plastic and for the price that was not unexpected. The unit including the spray head looked great. After a few years the plating on the faucet head peeled a bit and I wrote to them for price and availability of a replacement. Again, for the price I did not mind this at all. Vigo immediately shipped me a spray head for free. For the price, I can replace my spray head every two years for the next decade and still have saved hundreds over what the competitor wanted for their faucet.
I am beyond satisfied with both service and faucet. Price was astounding and quality is fantastic. Besides with my hard water I would have had to replace a completely stainless head every five years anyway.
Terry Betts, Esq.

Excellent customer service!!
I contacted the support for an issue with my sprayer, Christian took the time to analyze the issue and sent me the replacement parts with express shipping.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I will accept a new unit at the delivery address you have on file for me. In exchange I will not pursue further action.
Regards,
[redacted]

This appears to be a case of miscommunication and a misunderstanding. I have reviewed the email correspondence that this customer had with one of our technical support reps. Our rep informed him that if he could provide original order information, or a proof of purchase, that we would send the part...

out at a no charge. If not, the part would be at a charge of $15, plus shipping. The customer did end up sending over his original order information and this part was sent out a few days ago at no charge to the customer. This part was sent out via FedEx and the tracking number is [redacted] We expect this case to be closed, as we have already fulfilled the customer request.

I contacted Vigo Industries July 15, 2016 to let them know the drain on the Noma Single Lever Faucet we purchased from [redacted] deteriorated.
They replied July 18th.
"We apologize for the inconvenience. Can you send some pictures along with your sales invoice? I would also need your ship to address and ph#. "
By then my husband and I had purchased parts and replaced the drain, so July 20th I sent pictures of the failed part and a picture of the receipt for the parts we purchased to fix the sink and have a functioning bathroom.
They replied July 25th
"This mail somehow got into my spam folder. I apologize for the delay in responding to your email. We do not reimburse for contractors or any other associated fees. We can only send out the parts needed to fix the issue. In addition, attachments did not transfer over to me. I apologize for the inconvenience."
I told replied today "If this happened to us, it must be happening to others. I sent a picture of the failed part. I can resend it if you like. I suggest you investigate before you get more upset homeowners with less resourcefulness!"

Complaint: [redacted]
I am rejecting this response because:
The documentation provided by Vigo with my unit contains no reference to maximum water pressure at all (see my attachment). Otherwise, as he stated to Vigo, my plumber would have installed regulators as needed as this is not an unusual requirement. Comparison of the two documents clearly shows that Vigo's claim that my documentation contains wording as shown in their previously-attached document is absolutely, incontrovertibly false.
I would have accepted either replacement of the defective part or a newer, improved unit as a solution except that during our phone exchange Vigo asserted that there would be no further warranty coverage if I took their resolution. There is no provision I can find in their warranty statement that even implies that warranty coverage might be cancelled as a result of incorrect documentation. If anything, Vigo's warranty statement reinforces honoring of claims in circumstances exactly like this since the unit was installed in direct accordance with the instructions I was provided. Thus, suggesting that the warranty should be voided over their own internal problems is completely unacceptable.
Finally, I have already been forced to purchase a unit that works, from another manufacturer. I have no use for Vigo's product that was defective right out of the box and will not carry the warranty terms that I relied on when making the original purchase decision. These are the reasons why I suggested a full buy-back as the most expedient and reasonable solution. At this point, it is the only ethical thing to do.
I have nothing to gain by misrepresenting the facts and neither
does my plumber; instead, we have both seen a net loss from using
Vigo's product. And we're talking about a very small amount of money, but it is enough to pursue based on principles alone. This whole incident is simply wrong. Once again, I call on Vigo to show honor by acting responsibly.
Regards,
[redacted]

Bought a house that had a Vigo faucet in the kitchen (single-hand sprayer). The sprayer button was permanently stuck on. Contacted Vigo and within 3-4 days they are shipping me a replacement (and upgraded) faucet head free of charge. I am honestly shocked as this is going above and beyond what I even expected. I will be a customer for life.

Review: Product ordered online 12-18-2013, installed 2-5-2014. This is a shower unit, Model # VG08001. It has never been used because it blasts water out of the thermostatic control. Vigo's warranty department states that they are voiding the warranty on this unit because my licensed, insured plumber failed to install the product correctly by allowing excessive water pressure to reach the unit. The installation instructions provided do not conatin any reference to maximum pressure. Yet Vigo calims that plumbers should somehow magically "know" about this unwritten shortcoming of Vigo products. Over several phone calls, Vigo acknowledged that the series of the unit I received could not handle normal household water pressure, and even hired a new manufacturer for these units to help resolve this problem even though the newer design will not handle normal household pressure either. So, according to Vigo, that due to my "negligence" I am personally responsible for the condition and no longer elgible for warranty assistance.

I find this attitude completely unacceptable, especially given the admission that these units are known to be unusually fragile and all the while hiding that fact from consumers. My position is further reinforced by the fact that Vigo has since changed the installation instructions supplied with the newer series to cover its prior oversights and provide cover for pushing responsibility for manufacturing problems back on the customer.Desired Settlement: I will accept only a refund of the entire purchase price. Vigo has refused to honor its own warranty coverage due to its own mistakes. The fact that the series of product that I was provided is known to be defective in the very way that mine failed, only to have that failure blamed on me, makes me extremely skeptical of all Vigo products and the company's ethics. Accordingly, I have been forced to purchase a competitor's shower unit so that my bathroom remodel could be completed without further delay while this ridiculous situation is resolved.

Business

Response:

This customer called in with an issue on 2-5-14. I spoke with the customer and his plumber on several occasions through-out the day. After trouble shooting the issue, it was determined that the cause of this issue was the customers water pressure. The customer and his plumber informed me that the water pressure is 75 psi. It states in the installation instructions for this unit, which I have attached a copy of, that the maximum pressure allowance for this unit is 45 psi. This information can be located on the bottom right corner of page 4.

Either way, the customer was never denied warranty service, as he claims. The customer was informed that in order to get this unit to work properly, the water pressure would have to be regulated down to 45 psi. This would require putting water pressure reducers on the valves to regulate the water temperature. This is not a huge ordeal, as we inform customers to do this all the time and they do so without issue. Once this is completed, the cartridge which was blown out due to the high water pressure, would have to be replaced. I offered to send this to the customer at a no charge. The customer was not satisfied with this resolution.

In any event, we here at Vigo like to keep our customers happy. At this point, we are still willing to send the part out at a no charge to get this shower back up and running. We are even willing to go the extra step and swap out the unit for the customer, with a similar unit that can run at a higher pressure. If the customer would like to pursue either of these options, he can contact me directly and I would be more then happy to get this situation resolved.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The documentation provided by Vigo with my unit contains no reference to maximum water pressure at all (see my attachment). Otherwise, as he stated to Vigo, my plumber would have installed regulators as needed as this is not an unusual requirement. Comparison of the two documents clearly shows that Vigo's claim that my documentation contains wording as shown in their previously-attached document is absolutely, incontrovertibly false.

I would have accepted either replacement of the defective part or a newer, improved unit as a solution except that during our phone exchange Vigo asserted that there would be no further warranty coverage if I took their resolution. There is no provision I can find in their warranty statement that even implies that warranty coverage might be cancelled as a result of incorrect documentation. If anything, Vigo's warranty statement reinforces honoring of claims in circumstances exactly like this since the unit was installed in direct accordance with the instructions I was provided. Thus, suggesting that the warranty should be voided over their own internal problems is completely unacceptable.

Finally, I have already been forced to purchase a unit that works, from another manufacturer. I have no use for Vigo's product that was defective right out of the box and will not carry the warranty terms that I relied on when making the original purchase decision. These are the reasons why I suggested a full buy-back as the most expedient and reasonable solution. At this point, it is the only ethical thing to do.

I have nothing to gain by misrepresenting the facts and neither

does my plumber; instead, we have both seen a net loss from using

Vigo's product. And we're talking about a very small amount of money, but it is enough to pursue based on principles alone. This whole incident is simply wrong. Once again, I call on Vigo to show honor by acting responsibly.

Regards,

[redacted]l [redacted]

Business

Response:

I am unable to view the attachment that was provided

with this rejection, therefore, I cannot verify the discrepancy in verbage, as claimed.

However, I can verify that the 45 PSI limitation is, in fact, included in all

installation instructions, past, present, and future. Vigo is of the position

that, even if the wording may have varied slightly from our more current

installation instructions, this is critical information that should have been

followed-up on for further inquiry if it were at all unclear. The installation

instructions are provided to be fully read and understood, in all aspects, by

the installer, prior to installation. If there are any questions at all, our

contact information is readily available in the instructions for further

information and assistance. If the customer (or his contractor) had reached out

to us for clarification, we would have been able to advise the installer that

pressure regulators were needed for this specific installation.

As to the claim of the warranty being voided, there seems to have been some

miscommunication. The customer and/or installer were never told that replacing

the cartridge and/or installing pressure regulators would void any type of

warranty. The information that was, in fact, provided to the customer was that

if Vigo sent out a replacement cartridge, and nothing was done to reduce the

water pressure, the customer would once again have the same issue.

Therefore, with this being made very clear to the customer, it was stated that

if pressure regulators were not installed in addition to the new cartridge,

there would be no further warranty on the cartridge. This point was made

clearly so as to save the customer, his contractor, and Vigo the time, money,

and aggravation of replacing a part only to have the same problem crop up again.

The customer was resistant on the matter of removing the panel to install

regulators, and was informed that without that necessary step being completed,

he would likely have the same result, and that no more cartridges would be sent

free of charge if not installed as instructed.

Vigo stands by its original offer to the customer. Vigo has already gone above

and beyond its obligation in offering to exchange the entire unit for the

customer. The customer's request is simply not realistic. The customer is

requesting that we do a full buy-back of the unit. However, the customer did

not purchase the unit from Vigo, but through one of its online retailers. Vigo

does not exchange money with consumers directly, in any circumstance. This is Vigo’s

policy, always has been, and would actually be in violation of Vigo’s contracts

with its retailers if done. As such, the original offer stands: If the customer

would like a new replacement panel, Vigo would be more than happy to comply.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I will accept a new unit at the delivery address you have on file for me. In exchange I will not pursue further action.

Regards,

Review: the product in question Vigo [redacted] Shower Enclosure has a major flaw. in the welded hinges of the glass door plastic washers were used. after a very short time they degrade and sag under the weight of the glass door provided . at current the shower enclosure can not be closed due to this issue. contact has been made with company and the only answer to this issue was to send me more defective hinges.Desired Settlement: I would only assume that this is a problem that they are having with whoever makes their hinges. once fixed I would like to receive replacement hinges, that do not have this clear engineering flaw

Business

Response:

Dear Mr [redacted],We are sorry to hear that you are having issues with this unit. According to our information, you purchased the unit through [redacted] in Oct. 2013. You then had correspondence with one of our reps. in Nov. 2014 about an issue you were experiencing with the hinges. We sent out a parts order for two new hinges and never heard anything back after that. We assumed the new hinges resolved the issue. Since your last correspondence with our company, we actually have upgraded the hinges for the unit you have. These hinges are now able to have the seal strip run all the way through the hinges, which keeps everything tighter and has a less chance of water leakage down the road. We can also provide shims to sit under the hinge, which will boost the hinge up and prevent the door from sagging. I would be more than happy to send you out a couple of upgraded hinges, the corresponding seal strip and some shims to resolve the issues you are still experiencing. I would also be more than happy to discuss and walk you through the installation of the new parts. If this is something you would like to proceed with, please provide me your current ship to address and I will get the parts shipped out. I look forward to hearing back from you and resolving this issue.

Review: I purchased a VG02001 about 4 years ago. The faucet is leaking directly under the handle/ valve area and is dripping slowly down the nylon braided hose only when the faucet is turned on. It has caused considerable damage to our custom cabinetry. Company offered to repair the faucet for free, but is overcharging for shipping of the part to in fact make me pay for the part. Shipping expenses is not excluded in the warranty. The company has not responded to my request to lower shipping charge on replacement part.Desired Settlement: I greatly appreciate the fact that VIGO is willing to provide a new cartridge, however I cannot accept the liability of the shipping expense due to your products failure as outlined in paragraph 5 on the warranty link, on your website

"Subject to the Warranty Service provision below, any product reported to the authorized dealer or to VIGO as being defective within the warranty period will be repaired or replaced (with a product of equal value) at the option of VIGO. This warranty extends to the original owner or end-user and is not transferable to a subsequent owner."

As it describes above the part will be replaced with no mention to shipping expense. Please mail the replacement part at Vigo's cost to the the following address:

[redacted] M [redacted]

Business

Response:

This appears to be a case of miscommunication and a misunderstanding. I have reviewed the email correspondence that this customer had with one of our technical support reps. Our rep informed him that if he could provide original order information, or a proof of purchase, that we would send the part out at a no charge. If not, the part would be at a charge of $15, plus shipping. The customer did end up sending over his original order information and this part was sent out a few days ago at no charge to the customer. This part was sent out via FedEx and the tracking number is 54[redacted]5. We expect this case to be closed, as we have already fulfilled the customer request.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I sent the proof of purchase on the original email. The company intentionally did not respond, but the fact that I submitted a Revdex.com complaint was the only motivation to serve their customer

Excellent customer service!!

I contacted the support for an issue with my sprayer, Christian took the time to analyze the issue and sent me the replacement parts with express shipping.

Check fields!

Write a review of Vigo Industries, LLC

Satisfaction rating
 
 
 
 
 
Upload here Increase visibility and credibility of your review by
adding a photo
Submit your review

Vigo Industries Rating

Overall satisfaction rating

Description: Plumbing Fixtures, Parts, Supplies - Wholesale & Mfg, Bathroom Accessories, Shower Doors & Enclosures, Pottery, Ceramics, and Plumbing Fixture Manufacturing (NAICS: 327110)

Address: 320 Mill Rd, Edison, New Jersey, United States, 08817

Phone:

Show more...

Web:

This website was reported to be associated with Vigo Industries, LLC.



Add contact information for Vigo Industries

Add new contacts
A | B | C | D | E | F | G | H | I | J | K | L | M | N | O | P | Q | R | S | T | U | V | W | X | Y | Z | New | Updated