Working with Nia at Gerhard's was a nightmare. She did not respond to my emails, request updates, or provide any updates. On several occasions, portions of our orders were waiting in the warehouse, and if I had not followed up on them, we would never have known. At first, we were told that the wait time for our order was six weeks, and after two months, she told us that we needed to wait six months. She expected my clients to wait 6 months for a kitchen faucet!!! We went on Amazon and purchased a similar faucet from Kohler at a lower price, which was delivered within a few days. It was a total waste of time and unprofessional behavior on her end. She definitely has much to learn about customer service. As a general contractor and a realtor, I'd never use or suggest the company to my clients. read more

Dishonest about more than one thing The installer s claimed that they were unable to install the dishwasher because the shuttle valve was corroded. My son came over and used channel locks and got the water shut off without any difficulty. The installers told me for $240 they could replace the shut off valve. the store reimbursed me the installation fee and is now recharging me to have it installed but now I am nine days out from when I was supposed to get it installed. They have not compensated me at all. The salesman told me I would get $850 in rebates, and I am not eligible for that amount and rebates , so that was false information also. read more

Every time I go to Gerhard, the employees do not address me or offer assistance. Again, I was the only obviously black person.  I watched and listened. I again noticed that white people were greeted or offered helped when they entered. This is not the first time this situation has occurred at Gerhard, but it will be the last because I won't even consider giving this store my money. read more

Gerhards has a good mixture of displace kitchen's and bathrooms. If you're looking for some ideas with your home it's definitely worth a visit. They have a large variety of Cambria Quatrz on hand. The selection of sinks and other kitchen additions covers a range of styles. So why the 4 star and not 5 stars? One a previous visit one of the staff members pretty much ignored me the entire time and was like a magnet to a few couples who were dressed all fancy and looked like they might be able to afford a kitchen make over. It was disappointing as I had cash on hand to pay $40K+ for what ever kitchen I wanted along with 4 bathrooms to update to the latest style in the future. It was their loss and I went elsewhere. To their credit, on my last 2 visits I was asked several times If I could be helped and they were very happy and would have been nice to deal with and not snobby in anyway. read more

What a joke. We are in the process of building a home and stopped at Gerhards to look into the kitchen and perhaps the bathroom options. When we stopped (a Friday morning) and lady up front said nobody was there that could help us and then just stared at us... We mentioned to her that perhaps, since nobody was there to talk with us, a sales rep could reach out to us over the phone. We have the plans for our kitchen and wanted to talk to someone there for additional ideas and a quote. Pretty easy, right? Nope. That's not how Gerhards works. I received a call from the front desk lady stating that they don't offer quotes and have a design contract we would need to sign. Why would I need to sign a design contract when we already have our kitchen designed?! I'm still super perplexed over the whole interaction. read more

Update: I received a very nice, concerned, and genuine email from Judy (the sales and marketing manager for all the Gerhards locations) apologizing for the experience the wife and I had. It was a nice enough email that I've upgrade my rating from 2 stars to 3 stars. The email is copied/pasted here with 2 small privacy edits: "Jason, I've been trying to contact you since I learned of your YELP comment. I hope you recieve this. My name is Judy ... and I am the sales and marketing manager for all the Gerhards locations. I am very sorry to hear about your experience, and quite frankly, concerned. I also want to thank you for bringing the details forward so we can improve. Its situations like this that give us candid insight as to our gaps. I have shared your comments with the store manager and I can assure you, we are working hard to resolve these issues. That said, we would love to have you back and make your experience what it should have been from the start ... Please contact me so we can book an appointment with a designer and discuss any other observations you would like to share. Again, I apologize for your poor experience and hope you will give us the opportunity to turn your experience around. Judy" ----------------------------------------- And now, my original review: The wife and I went to Gerhards First Supply Showroom a few weeks ago in our quest to upgrade our kitchen sink and faucet. We were "greeted" by a guy who really didn't seem to care that we had walked through the door, and when we asked where the kitchen section of the showroom was, he waved us in a general direction but didn't move an inch in his chair. The showroom is set up as many smaller display "rooms" which are great for inspiration but make the whole place very cluttered and maze-like. We walked around the kitchen section for literally 10 minutes before we saw the first employee, and when we asked her for some help, she told us she was "with someone." About 10 minutes later, she finally came and found us (we still hadn't seen any other employees in that time), and was actually quite helpful. Unfortunately, we had arrived at 4:30pm, and the store closes at 5:00 pm, so by the time she started helping us, it was nearly closing time. Unbelievably, while we were standing at the sales counter talking with her about our color options for the sink, most of the lights in the showroom were turned off (duh, because the store had closed), and it didn't matter that it was now nearly too dark to really judge the color options OR that another couple who had arrived around 4:45pm STILL hadn't been helped by anyone. Even though the woman who ended up helping us was very nice and knowledgable, I was amazed at the overall lack of customer service and the ridiculous "I'm going home" attitude of all the employees once 5:00pm rolled around -- customers in the store be damned. We actually decided to not buy from Gerhards because of the poor customer service experience we had there. read more

Despite hearing of a few customer service issues from friends, we chose to work with Gerhards after getting a couple bids elsewhere. We were very happy with our experience. We worked with Rhonda, who was very helpful throughout the long and sometimes challenging process of designing our kitchen remodel. She was quick to respond to our contractor when issues arose, and the end product looks absolutely fantastic. Perhaps those with more design experience or DIY know-how might have issues with Gerhard's process, but we needed a lot of help to make this happen, and we got it from Gerhards. Five stars, based on our experience! read more

My husband and I came in to look at a bathtub. A few days later we ordered a bathtub, sure. And then we ordered everything including a kitchen sink. Literally. Faucets, shower stuff, toilet, you name it. Everything for our new bathroom and kitchen. Customer relations goddess Franziska Burkhard had such enthusiasm for the products Gerhard's represents, and such an incredible knowledge of those products that our comfort level went through the roof as opposed to trying to figure out what to buy online. I swear, if they sold cars and giraffes at Gerhard's, and Franziska was in charge of selling them, we'd be building a zoo and new garage right now. Super fantastic product line and truly, in Franziska we had the absolute best sales experience imaginable. First rate all the way! read more

Recently ordered and had their subcontractor install a new Cambria countertop. However there is a huge gap between the countertop and where the wall begins. I was told I could buy some trim at Menards and install it myself. I called and emailed my designer who then had a conference call with myself and her manager. I was told they have done tons of countertops and have never seen this but that they can give me a quote to have someone fix it. They said that they have really made my money stretch which upset me because we gave them, what I consider, a lot of money. To the tune of twelve grand. read more

We bought more than 8k in kitchen and bath products from them over the last eight months. If you buy something from them, consider yourself a general contractor. After we bought a bathroom counter, they told us their supplier was bad. It took six months of checking on them to get it. They misquoted several prices on us and then expected us to cover their mistakes. There sales person was rarely in the office and did not respond to emails unless he was in. This was like buying products off the internet with very high prices. read more

My updated rating on this store has gone down. We called last week (same as we've been doing weekly to check on the status of our order), and they told us they had no record of our order. What?! After fiddling around on the phone and them trying to get their stuff figured out, they said we would need to send a copy of our order sheet to them. They didn't believe we had actually ordered. Faxed them a copy today with a note of who to call at what number, and they did not respond. So we called again tonight and after more fiddling, they came back on the line and said, "Yeah this order came in last week." Again, What?!?! When we asked about why we were never contacted and explained what they said last week about there being "no order" they literally had no answer for us. Ridiculous. read more

I've read the other reviews and have to say we had only good experiences and have a very high opinion of Gerhard's. We were always greeted immediately when we went to the showroom and asked if we needed help. We were generally browsing before meeting with our contractor so we didn't need assistance from sales reps most of the time, but those times when we did have questions, everyone was very helpful. As our remodel progressed, Gerhard's stepped in to help us with some product problems and the service was excellent and always friendly. Orders did take some time, but that's par for the course with custom materials and doesn't reflect on Gerhard's in my opinion. We will definitely go back for additional home improvement purchases. read more

My second visit, and my last. The first trip I went to select a tub, shower surround and fixtures for these 2 items for the vacation home we are building in Wisconsin. The girl was helpful but couldn't find my contractor's information, although he uses First Supply exclusively. I asked her to write up a quote, but she ended up doing it as an order, so my contractor said he was charged full retail, instead of his rate. My second visit was to pick out 3 faucets. After some time, someone came to see if we had questions. I told her I was picking out 3 faucets and she said that I should have made an appointment for a whole house purchase (3 faucets?) and that no one had that kind of time today. So I looked at faucets in the showroom, picked out what I wanted myself and will purchase them elsewhere, like Studio 41, where people are actually helpful. read more

We worked with Gerhard's for our master bathroom remodel in May 2017. We were able to set-up an appointment with a sales floor rep the day before we wanted to shop for our bathroom fixtures and hardware (I'd been in the store one time prior and learned that appointments were expected and more than likely necessary). The rep we worked with was helpful and knowledgable and so we were able to choose what we wanted fairly quickly. However, once the sales rep spoke with our plumber to get approval for the items we had chosen, it was immediately evident that those products would not work with our current pipe capacity (which are normal pipes). The sales rep from Gerhard's did her due diligence to fix this issue and quickly helped us find what we wanted (two shower heads working simultaneously). Overall, we're pleased with all of the items we purchased through Gerhard's as well as the customer service we received. read more

I followed Cheryl Cincotta to the Brookfield location (she did our kitchen back in 2008) to begin looking into bathroom work. That showroom was impressive. I have recently visited the Delafield location-AMAZING!! It is just gorgeous. It is going to be so very difficult to narrow down my decision. So many many beautiful choices. Cannot wait to get started on my next redo. PS, There is not a day that goes by that I don't love my kitchen. read more

It appears things have not gotten better at Gerhards over the past 4 years. We walked into their show room mid-afternoon, were not greeted when we arrived, and walked around for over 15 minutes before someone noticed us. The sales woman that approached us was not at all interested in helping us as she just pointed us in the direction of the kitchen sinks. We took our $45,000.00 kitchen remodeling budget and walked right out the door. We are now remodeling our bathrooms so I decided to take a look at Gerhards' web site. Pretty worthless as I was unable to actually look at their product. Their hours are not customer friendly, with only 1 night a week being open until 8:00 and on Saturday from 9 - 1, with an appointment. This says to me that they are more interested in pleasing their staff than the customers. Some of us do have to work, and we don't all hire designers. City search shows that Gerhards in Monona is closed. Don't know if that's true or not. If not, Gerhards just might want to correct that. Pretty showroom with nice product, but you pay for that showroom because their prices are not very competitive. read more

Go elsewhere. I ordered a simple shower head and was told it was in stock and would ship within a week. They had the same shower head at Home Depot, but thought I would try Gerhards. Never again. It is a month later, several attempts to check on shipping and I still do not have it. You cannot cancel the order or they charge 30% restocking, cannot restock if you never receive. Three stars now due to follow up and receipt of product. read more

I have been looking for a "key" to turn off the water to a specific portion of my horse barn. I have looked for a week and asked Ace Hardware, Home Depot and every other similar businesses close by. I live in the country and had the key but misplaced it. Home Depot on the East side of Madison had a very defensive employee who told us that only city water employees had those "keys" or I needed to call a plumber. HELLO, I had a key, I don't need a plumber at this particular time, although I have and will continue to consult the advice and expertise of these professionals when needed. When we asked to speak to his source in the store he questioned our "motive and our trust in his advice" when asking to speak to the authority. Hopefully Home Depot will re-examine the health of some employees during this stressful holiday season. I only wanted to clarify the need and application of tool, since I had simply lost my tool. Bottom line...I called Gerhards, spoke to an employee, explained what I needed. He responded positively immediately and said he knew exactly what I needed. He did tell me they were closing in 10 minutes and he didn't want to disappoint me if I planned on coming immediately. I appreciated the info and will pick up the "key"in the morning for a reasonable price of roughly $10. This is so refreshing! A company that actually wants to help customers with their real needs. I have been to this store in the past with similar great results. I will seek advice and help first from Gerhards in the future. I made the mistake of moving further East of Madison and seeking help nearby. I won't make the same mistake in the future. I will call Gerards first and I have confidence in their experience, inventory and honesty. The best plumbing supply company I have dealt with in 30 years. read more

We are not happy campers. Our low rating has nothing to do with the quality of merchandise they sell. We purchased approx. $4500 worth of materials to remodel 2 bathrooms. One of the bathrooms has a shower only. We were not able to install the shower items for about 1 year. We recently opened the box on the shower base, and found the drain did not fit our shower. We believe the sales person made an error. When we returned the affected items (about $1300 out of the total) The Gerhardt Co. offered only 50% credit. This seemed unreasonably little, since the company policy stated on our bill of sale said a 30% restocking charge MAY be charged for return items. Although the people there were very polite, their offer was not reasonable. We now have to have the plumber rearrange the drain, the electrical work, and the water line at our expense. We will never again buy anything from this company. read more