Some of you have experienced frustrating shipping delays on a limited number of our products, and I want to personally acknowledge that and apologize. I know these delays have impacted your projects and your customers and this is not the level of reliability you expect from us. We take responsibility for that and are working hard on fixing it.
I also know the details below will offer little comfort if your order is delayed. Our customer service team is always available to help. In some cases they may not yet have a firm delivery date as information changes daily while our teams work continuously to resolve the issues. But please don’t let the conversation stop there. We value your partnership and will explore every option to support urgent projects, including temporary or permanent substitutions when possible. Call our team and ask—we’ll do everything we can.
That said, I will share some context and assure you that, even if it doesn’t feel that way yet, we are making real progress toward completing these orders.
Over the past year, one of our long time parts suppliers has struggled to keep pace with our growth. We have worked closely with them for months, but in some cases we have needed to transition parts to alternate suppliers. This is a careful and time-consuming process. Most of these parts are our own designs, require specialized tooling, and must be fully verified and tested before approval. While painful and slow, it’s critical we do this right. Our new American Bath Group partners have been a big help, contributing talented resources that have allowed us to move faster than we could have on our own.
The good news is the impact is largely isolated to a small group of products, including pot fillers, some kitchen faucets, the Balboa series tub filler, and select San Elijo products. Outside of these, our factory is performing extremely well and lead times continue to improve. As of last week, 85% of our products were shipping in three weeks or less—each one built to order and finished, assembled, and tested here in our Huntington Beach facility. Even most PVD finishes are shipping in under six weeks. I am confident we will further reduce our lead times and set the industry standard for custom faucet delivery, quality, and service.
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