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I bought a $6000 Roca smart toilet from Reece Bathroom Life, the most expensive, supposedly “premium” toilet they sold, and the experience since has been absolutely disgraceful.

For $6000, you would reasonably expect two things: a premium product and premium after-sales support. I received neither.

The toilet failed after only a few months.

A repair technician attended and was unable to fix it. I was told a replacement part would take two weeks.

Two weeks passed. No communication. I contacted Reece for an update. Now three weeks has passed, still no update.

This is what Reece apparently considers the ownership experience for one of the most expensive toilets in its range.

What makes the experience particularly disappointing is the contrast between the service before and after the sale. The sales staff were friendly, attentive and extremely helpful when I was spending thousands of dollars. Once the expensive “premium” product failed, that impressive customer service seemed to disappear.

Premium pricing. Non-premium reliability. Non-premium after-sales service.

If you’re going to sell a toilet for $6,000 and position it as a premium product, the customer should not be left chasing you for weeks when it fails almost immediately.

Anyone considering buying any expensive products from Reece Bathroom Life should seriously consider what happens after they have your money, not just how pleasant the showroom experience is.

I didn’t spend $6000 expecting a toilet to fail within months, a technician to be unable to repair it, and then weeks of silence while I chase the retailer for answers.

This has been one of the worst after-sales experiences I’ve had with a supposedly premium product.

The showroom experience sells premium.

The price screams premium.

The ownership experience has been anything but.

The staff member, Christian, has very poor customer service and does not look happy to do his job, and I did not get what I want was 15mm*8mm adaptor that I tried to shop around for 2 weeks. But finally, I found one at Eagle Plumbing. Does Reece at Preston have one?

I went to Reece plumbing in Kelmscott Western Australia the young lady there Michelle was very helpful she went the extra mile on two occasions to assist me find the right parts I thought she was amazing

Very disappointed with the aftersales “service” team.

Very poor.
Bought an expensive tower rail; did not open the box & had to return as our electrician didn’t think it would fit our bathroom. Returned box to store and they charged a 240AUD “restocking” fee!!!
NEVER BUY ANYTHING there. Terrible service.

Crooked and Denied Warrantee- Avoid buying expensive taps from Them!
When a product bought from them supposed to be under warrantee for 15 years ( our just under 10 years since installed) they tried to deny warrantee giving excuses like water quality issues, plumber who installed it put bond agent , corrosion etc , hence it is not under warrantee when Martin, their specialist in Melbourne had not even physically seen the tap to be repaired! Had 2 plumbers in, costing me over $500 just to unscrew the kitchen tap. In addition , Reece sent replacement screw of the wrong size as well! When the last plumber managed to unscrew the grub screw, then the handle could not not be undone . So Martin assumed the initial installing plumber glued it. Excuse me Martin, that part cannot be glued and screw was not corroded per the plumber who actually unscrewed the screw.. Read the warrantee
15 YEAR WARRANTY – DOMESTIC USE
This warranty covers faults in the product construction, material and assembly. Products which are within 15 years from the date of purchase.
So stop this rubbish of excuses. This explained why so many people are dissatisfied with their services and expressed it in social media. Never buy from them.

Paid over $20 ea for retic 50mm couplers. Went to Bunnings after for an unrelated part and saw the exact same parts for $8.90 each, so Reece charged me more than double of what Bunnings would have charged me. Of course I took the parts back but there were no other customers in the shop otherwise I would have let everyone know verbally of the rip off.

Reece Plumbing sell Caroma Deluxe Toilet with integrated sink/taps for $1,600.00. when you go in to buy a blue key to remove aerator and remove sediment. They don't have a blue key, and don't know which blue key it is. Caroma just advised they don't stock blue keys as a spare part so their valued stockists Reece Plumbing can't order the key.

When Reece can’t help you with a small simple plumbing part, but then you go to Bunnings and the guy gives you the part for free, you know that somethings up
Reece you’re a bunch of turds
Your ratings speak for themselves

Bought an item for $83 at Reece and saw the same item the next day at Bunnings for $42 . Are you people for real? Definitely the last time Ill doing business with you !!!!

Eigentlich hatte ich bisher nur gute Erfahrungen mit Reece Australia gemacht, so lange ich die Produkte nicht bei Reece selbst gekauft habe.
Hier haben wir scheinbar ein Montags-Shirt erhalten, welches nach vier Wochen tragen (nur zum Training, nicht täglich) schon auseinander fiel.
Hier wurde mir zunächst ein Gutschein als Entschädigung angeboten, den ich ablehnte, ich brauche im Moment nichts weiteres. Den Kostenersatz fürs nähen wollte man mir nach Einreichung einer Rechnung erstatten. Aber nachdem ich die Rechnung eingereicht habe, erhalte ich leider keine Antwort mehr. Ganz schlechter Kundenseervice!

we had a good experience with reece plumbing , they had a good range of taps and bathroom accessories for our new home. great service too

Products are rather high end in terms of cost - But that is not where the issue lies. Twice during my renovations I have had work held up waiting for products to arrive from Reece (South Launceston). When followed up I have been advised that the products had arrived, and they were sitting out the back in the warehouse awaiting pick up. I had not received a phone call to advise me of their arrival, although on enquiring, I was advised it was their usual policy to do so. In one of the cases, I had actually paid for delivery to my door - which didn’t happen.
This frustrating delay cost me time and money, which could have been avoided if the Reece administrative team could have just made a phone call, or directly delivered the goods. Their attitude lacked any care or consideration for the paucity of customer service.
I followed this up directly with Reece by way of providing feedback on their website, but did not receive a response.