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Main Global Footer Experience Fragment

Paige S.

I just had two of these toilets installed in my condo. They’re unusually loud, fussy to use, and caused my plumbing to back up for the first time in the three years I’ve lived here. These toilets are more gimmicky than functional. Would not buy them again.

Disappointing

Great product. Functions exceptionally. We have had no issues.

Kohler Leap Smart Toilet

Lisa A.

Kohler Leap 1.28 GPF Dual Flush One-Piece Elongated Chair Height Toilet with Bidet Seat Included – My Experience

I rarely write negative reviews, but after spending thousands of dollars on a premium smart toilet and experiencing both a product failure and disappointing customer service, I feel compelled to share my experience.

When the Kohler Leap was working, it was a great toilet. The bidet features worked well, the design looked fantastic in our newly remodeled bathroom, and I was initially very happy with the purchase. Unfortunately, that satisfaction was short-lived.

Just three months after installation, the bidet function suddenly stopped working. Pressing the rear wash button would cause the unit to make sounds and attempt to operate, but the wand would not deploy. For a premium product at this price point, a complete mechanical failure after only three months was extremely disappointing.

My experience with Kohler customer service is where things really went downhill.

The first red flag came when I contacted Kohler support and was told it would take at least five business days just for a technician to contact me to schedule an appointment. Not to repair the unit—simply to schedule an appointment. Considering the product was practically brand new and represented a significant investment, I found that response unacceptable.

It took multiple follow-up calls and emails, along with politely explaining my concerns, before the scheduling process finally moved forward.

To Kohler's credit, the service technician who eventually came out was excellent. He was professional, knowledgeable, and quickly diagnosed the issue as a mechanical failure within the bidet unit itself.

However, the second major red flag occurred while the technician was still at my home. He contacted Kohler to confirm his diagnosis, and the response was shocking. Kohler's representatives seemed largely uninterested in the findings and informed him that because the Leap was a newer model, they didn't even know whether replacement parts existed yet or when they might become available.

Think about that for a moment.

A premium smart toilet that costs thousands of dollars failed within three months, and the manufacturer could not tell us if replacement parts existed or when they might be available.

The outcome of that conversation was essentially, "You're out of luck, and we have no timeline."

That level of support was completely unacceptable.

At that point, I contacted Kohler again to discuss replacing the entire unit. Unfortunately, I was repeatedly given the runaround. Communication was inconsistent, and I struggled to get clear answers.

Eventually, I lost all confidence in both the product and the company's ability to support it. I informed Kohler that I no longer wanted a repair and wanted to return the unit.

While Kohler ultimately agreed to the return, the process became another frustrating experience. Multiple customer service representatives generated incorrect authorization letters for the return. In total, four separate agents made errors with the documentation. Each mistake required additional calls and follow-up.

The final straw came when I called to correct yet another issue. Before I could even fully explain the situation, the representative became argumentative despite my making it clear that I understood the mistakes were not personally his fault and that I simply wanted help resolving the matter. Rather than listening to my concerns, it felt as though my situation was being dismissed.

The most frustrating part is that this outcome was entirely avoidable.

If Kohler's customer care team had genuinely listened, communicated clearly, and demonstrated that they cared about resolving the issue, I would have gladly accepted a replacement unit. I probably would have even waited several weeks for parts or a replacement because I genuinely liked the toilet when it was working.

Instead, the combination of an early mechanical failure, uncertainty about repair parts, poor communication, and repeated customer service mistakes completely eroded my confidence in the brand.

In summary:

Pros:

Modern, attractive design
Comfortable chair-height toilet
Bidet features worked well when operational
Excellent service technician

Cons:

Complete bidet failure after only three months
Excessive delays simply scheduling service
Kohler unable to provide a timeline for replacement parts
Repeated mistakes with return authorization paperwork
Poor customer service communication and follow-through
Lack of confidence in long-term support for newer products

Ultimately, while the Kohler Leap performed well when it worked, a premium product is only as good as the company standing behind it. Based on my experience, Kohler failed to provide the level of support that customers should reasonably expect when spending thousands of dollars on a high-end smart toilet.

As a result, I returned the unit and have decided not to purchase Kohler products in the future.

My Experience

Great unit! Wish it had a light light though, otherwise love it.

Great!

The LEAP is a great addition to our 2nd bathroom. We had a VEIL installed in our primary bath and decided to add the LEAP. I highly recommend it.

2 Bidet or Not 2 Bidet

purchased and installed . Had a party and was very well used by all and everyone enjoyed it as much as we do

Great product

I like the toilet I wish the dryer was stronger and for the price point I really feel like there should have been a nightlight. Overall, very good product.

Very good product except for 1 thing

The installation was ridiculously complicated and made even more difficult by the poor directions and missing components. The operation of the toilet allows for little or no customization and options or adjustments such as the ability to turn off some of the auto open sensors which pick up unintended motion.

Disappointed

My husband and I love this update to our bathroom. Bidet is super quiet, and easy to use. Really good quality, and self cleaning. Also, has the adapter in case electricity is out.

Elegant and quality toilet

Autumn F

I bought 3 Leap toilets, all 3 had inconsistent flushing, 1 toilet started with  lukewarm seat  which ultimately stop heating up after 2-3 weeks, It also cost me $3000 to install. Kohler sent parts to replace and offered to pay labor. But I believe I deserve replacement.  Very disappointed with quality.

Bad Quality Toilets

Master Homepage Only - Global Header Experience Fragment

One-piece elongated smart toilet, dual-flush

With the KOHLER® Leap™ one-piece elongated smart toilet, you don't have to sacrifice comfort for function. With its sleek one-piece design, water-conserving dual flush, and integrated bidet technology for a cleaner clean, Leap is everything you could ask for. Add to that integrated touchless technology for a hygienic, hands-free flush, Comfort Height® seating, and easy installation, and you'll be glad you invested in this modern masterpiece for your bathroom.

Shop the KOHLER Leap one-piece smart toilet with integrated bidet, dual-flush system, touchless technology, and heated seat.

Leap™One-piece elongated smart toilet, dual-flush

Leap™
One-piece elongated smart toilet, dual-flush