We worked with Jae Hall at the Burlington Store. She was extremely helpful. Both in the store, but more importantly on follow up as we ordered fixtures and materials over the months to follow. She was responsive and prompt in in communicating with us. Jae answered our questions, and there were many, provided alternative fixtures for consideration and kept us informed as materials arrived or were expected to be delayed. (Theres been a lot of that with Covid.). She worked with our plumber to get us his discount and to make sure the right materials would be ordered.The store is well laid out and you can see a good selection of inventory. They were taking Covid precautions as needed. All the sales people we met there seemed knowledgeable and helpful even though we werent their customer.If your contractor passes along their discounts, theres no reason to buy these products on-line as they are no cheaper. When I can, I prefer to shop local where you can see, and touch what you buy and get personal guidance as well as support our local stores and economy.Richard B

We worked with Steve P on our bathroom project, he was so helpful with helping us pick out the items we purchased. His response to emails is right away and worked great with the contractor we used for the deliveries to keep the project on time. I would recommend him for any of your home projects.

Unfortunately I have to say the customer service I have received more than once at this store was horrible. I never write reviews but felt it was necessary after my experience. My husband and I are building a house in the same town this store is located. It was the first place we went to months back as we planned to use them for all of our bathroom and kitchen needs for our project. The showroom is beautiful and I was really hoping to give them my business but the fist time we walked into the store was about 9 months ago and I have never felt more unwelcome walking into a store in my life. We didnt have an appointment so I was understanding we may not get much of their time and attention but informed them we were building a brand new house in town and if possible would like to browse for our bathroom and kitchen needs. We were given a card and asked to look online and sent on our way. I gave them the benefit of the doubt as we are in the middle of a pandemic. I was very understanding when it came to that but they never even asked for our contact information or if we wanted to set an appointment. We were willing to give them quite a bit of business on a big project and were pretty much just sent on our way. We went elsewhere for our bathroom needs but I believe everyone deserves second chances so I went back this morning and told them again about our project and that I was looking for our kitchen, more specifically in that moment the kitchen sink. This time I did set an appointment and got a confirmation email but was told they didnt see me in the system. Again I felt like they could have cared less to get my business and were not very welcoming at all. I asked to see the apron cast iron sinks and told them I was trying to decide what size would work best for us. They only had one on site to show me which looked smaller than what we are looking for so I asked her what the next size up was and she said I would be restricted based on our cabinet size. I let her know we are getting custom cabinets so he can do whatever we want. She said it will still depend on our base size. I again asked her the sizes of the sinks I can choose from so I could talk to our cabinet guy and decide on a sink size and her response was you can find all that information online. Didnt offer to provide me any details, documents or even show me any other sink on site. Didnt even ask if there was anything else I wanted to look at. Mind you I was the only single customer in the store at the time. I decided right then and there after two horrible customer service experiences that they will not get any of business. I replied thank you and went on my way and the sad part is it was clear they could have cared less if I gave them any business or not. I realize I am just one single customer but for the amount of business I was ready to give them and for the experience I got on two separate occasions I can only imagine many others have felt this way too.

Steve Puopolo at Kohler in Burlington helped me with our master bath renovation. He was fantastic to work with -- friendly, patient, professional, responsive. Highly recommend!

I highly recommend Mary White. Working with her has been a delight! She goes above and beyond to assist in finding what the customer really wants and can use! She is an asset to this store!

Attractive showroom but customer service could be much better. Very difficult to check on orders you placed. I felt like once they charged my credit card the customer service ended. Hoping to get an update today on items I added to an order in Dec of 2020.I have no problem waiting for my items if there are delays but would appreciate friendlier and prompter service when checking on late items. I was made to feel like a huge burden when I requested someone call me back to check the same day to check on the status of an order.

I really like Jae.I’m designing my own remodel of an original 1970 bath, and she’s answering all the hard questions (like valves) I can’t, and rounding up all the bits I didn’t know I needed. For the same money I’d pay online, with no advice. She’s everything I hoped for when I got in touch.

Jae is knowledgeable, always courteous and efficient. A true professional.

Turned customer on to the the showroom, they called me back appalled at the customer service and this was not the first time... but first that aggravated me enough to write a review.The reps would not allow their family in because they had two children with them. Apparently they are the most unfriendly or family oriented company in the household industry.I will never send a customer back.

What sets this showroom apart from the others is their people. Specifically Elena. What drew me to her was her knowledge. I was looking for a smaller tub and she didn’t have one at the original time we met and she remembered and emailed me a few months later saying “now we have a smaller tub for when you need it.” To me that was incredible she remembered I needed something and the moment it was in she thought to let us know. I also was trying to find hardware to match one of the finishes we selected for the master bathroom plumbing fixtures and she sent over a bunch of lines to look at. I felt there was no limit for what she’d do for myself and my clients. On top of the knowledge she’s always sending over new products that she specifically thinks I’d see Value in for my clients. As a designer I couldn’t ask for a better designer to work with at this showroom.

I am an interior designer and I stopped by the Kohler store to look at products for my clients. Elena was incredibly helpful and knowledgeable about the products and her personality made it a welcoming and fun experience. I highly recommend this Signature Store and Elena for both design professionals and homeowners!

I tried to follow Covid protocols. Was not able to book a same day appointment online so I had to call the store - was able to get an appt. Their doors on 3rd ave are locked and say go to other entrance. I do that but still cant get in, doors are locked and employee looks up from desk but makes no move to greet a customer or unlock a door. There is a QR scanner to book an appt but nobody at the door to check people in - just locked the doors. My recommendation is to drive down the street to Frank Webb - walk right in and be treated like a customer from a place that actually is open and wanted my business. Fail by Kohler Burlington for sure!

We had the best experience with Stephen Puopolo and the team at Kohler Burlington! Great customer service and excellent products. Plus, the showroom is gorgeous and a great place for inspiration.

Working Virtually with Jae was amazing from start to finish! She answered all my questions, helped me pick out exactly what my client wanted, and was patient throughout the process. Thank you again!

Helpful people.

Wonderful experience being helped by Jae Hall who is a Design Consultant. Super knowledgeable and an all-around pleasure to work with.

We are doing a major renovation and Elena Mancini at Kohler in Burlington, MA was recommended to us by our contractor. She was awesome! She helped us figure out what we really wanted and explained everything in detail so that we understood exactly what we were getting. She was endlessly patient, budget-sensitive, and was fun to work with! A six-star experience. Shes definitely your go-to if you are doing any renovation projects.

My wife and I had the pleasure of working with Ashley to design our kitchen and we could not have been any happier with the result. Not only did Ashley and the team design a great kitchen, they were also prompt, on time and accessible, making the process smooth and simple. Ashley went the extra mile for us - twice - first tracking down a remnant threshold for our master shower that matched our vanity counter (which we also ordered through Ashley). Then, when our master bath medicine cabinets were inexplicably delivered to the wrong location by the delivery company, Ashley found them and got them to us quickly! As you can tell, we really enjoyed working with Ashely and recommend this store for anyone looking to create the kitchen of the dreams!

Customer service staff was very knowledgeable, and helpful. This store had a great selection of kitchen and bathroom products. Although I went in for a bathroom faucet. I would recommend to take a look if your planning on doing a remodel or replacement project.

We recently did major renovation of our master bath. Sean was our designer. Sean came to our house, took pictures, measurements and asked my husband and I what we wanted in the new design. I knew what I wanted but couldnt envision it because of prior layout. Well Seans design was stunning. He truly has a gift and our master bath may now be the most beautiful room in the house. Thanks for our dream bath Sean

Working with Jennifer and the Kohler store in Burlington was a pleasure. She was extremely knowledgeable and helpful when making countless decisions on our master bath remodel. Kohlers high quality products added design elements to the bath that made the remodel completion stunningly beautiful. I highly recommend working with Jennifer. Her expertise in the products as well as design were welcome additions during the renovation of the master bath.

Super helpful. Answered all my questions, and helped me draw up the layout. Able to see a great variety of product, including showers and body sprays hooked up to water so you have a sense of the spray pattern.

I walked in overwhelmed after doing quite a bit of internet research. Elena was patient and helpful, and I walked out with a much better idea of what I wanted. A few days later, she send me a comprehensive quote, including pictures, and she modified it when I had some additional requests. I purchased everything I needed for my bathroom renovation from this store, and enthusiastically recommend it to anyone who will listen to me.

Boy, did we happen onto a nearly perfect solution when we wandered into the Kohler store and were met by Ashley Sousa and her colleagues. We had a small bathroom in fairly dire need of renovation but also little experience or much time ourselves to figure out how to go about it. We knew about Kohler products and thought they could be a good line for us (good quality and design but not at the millionaires end of the market!), which turned out to be true. What we had no idea about, though, was that the Kohler store also offered a design service that not only proved perfect for us but also amazingly affordable. Working off of photos of the old bathroom and a few dimensions, Ashley and the designers worked with us to think through all of our options, from tub, toilet and sink, to faucets, lights, mirrors and accessories, to 2 small custom cabinets, to floor tiles and 2 types wall tiles, to paint colors. There was no hard sell of anything. They were fair and reasonable, promoting some of their specialized stuff (as one should expect them to do) but also appreciating when we werent interested in going overboard, and then helping us keep the total project cost down. When we had made all the decisions, they produced a printed design plan with elevation and floor plans (and even an animation) for us to visualize what was going to result, make adjustments, and then to hand it over to our contractor to finish the job with almost no outstanding issues to resolve. There were minor complications with the store here and there, but honestly a few tiny miscommunications are inevitable in projects like this, by both sides, and I have nothing but positive things to say about the professionalism and, importantly, the design sense of Ashley and her colleagues at the Kohler store. We are super happy with our bathroom now that its done and would recommend (and have recommended) the Kohler store to anybody with a project similar to ours. At least drop by to talk your project through with them when you first start thinking about it to get some ideas and to figure out for yourself if they might be the solution for you, too. Sure worked out well for us.

Stephen Puopolo was extremely helpful to get our project done. We truly recommend the store for their professionality and dedication. Paola & Guido

Ordered a product never received it. I called and asked about said product, they said it was shipped and they would get the issue resolved immediately. It has been 3 days since and I still havent heard from them. Poor service, poor communication, and Im not sure about the product as I didnt receive it. Also, if youre not dressed like youre a shopper theyll give less than good service.

Great service, very helpful