Nebia Shower Head

Underwhelming and avoidable – I do not recommend the Nebia by Moen Spa Shower. The Nebia does not have enough power to easily wash conditioner from hair - you’ll notice Nebia claims their spa shower can wash “shampoo” from hair, which is much easier than conditioner and something I am sure will confuse customers. The wand is a must if you want a warm enough shower, otherwise the water mists and moves fast around the shower, creating cold spots (like wind). The Waist-high version is visually messy and space consuming. Over ten people have tried our Nebia by Moen Spa Shower and all ten preferred our previous $24 standard shower head - how disappointing! The only reason I have provided a star is because the Nebia’s water saving features. The Nebia does not feel like other water saving shower heads, which is good. But compared to a standard shower head the Nebia is underwhelming and needless. Nebia’s customer service has been a frustrating experience, often half responding to questions or not at all. Nebia also only allow the waist-high version to be shipped here, despite Australia using overhead shower outlets (usually, anyway). Nebia said their overhead version is not compatible with Australian plumbing. After spending a few months on my Nebia experience I can confidently say the marketing claims far exceed the product experience.

Non existent customer service after payment – The promotion of this shower made it look so great. I received my shower in late August and had my shower re-tiled to cover up the holes in tiles where the old shower head was. Then I realised from others who had received it that the fittings on the Nebia were not suited for Australia, despite meeting all the requirements listed on their website. Australian showers have a male fitting, Nebia is geared for a female fitting. When I emailed them they told me they were ‘confident’ in getting a solution quickly, and they were working on the issue with Australian plumbers. At this point I had already paid for my shower to be re-tiled, and it was over a month before they provided a workaround (in late September). By this time I had no options but to buy a new shower head to install. It wasn’t an option to re-install the old shower head and drill all the holes back into the tiles which I had just had replaced.

The next frustrating thing about my purchase is the lack of customer service. It seems once they have your money your satisfaction no longer matters. They take their time responding and mainly ignore repeated emails requesting for a refund. I did get one response which advised me that if I wanted to return it I had to do it at my expense, as if I’m returning it just because I’ve changed my mind. I I’ve had the shower for close to 7 weeks and am still trying to get them to understand that if their claims were correct that I wouldn’t be in this situation where I paid money for a unit that wasn't initially suited to the Australian shower, and not everyone was in a position to wait a month for the workaround.

I have sent emails asking them to please answer me but no response. If you purchase this and have problems consider that the customer support is very poor and they’ll tell you to ship it back to them at your cost.

14 October 2017 - Nebia have finally contacted and resolved the issue to my satisfaction.

Not suitable for Australian use - poor customer service and water temperature issues – Update: Nebia refunded the unit including shipping on the 4/10. The customer service is much more responsive now. If you are thinking of buying this in Australia I would wait until they have Australian install kits ready and make sure your water temp is not limited to 50 degrees. This product is excellent in theory, it saves a lot of water and promises an excellent shower. However when shipped to Australia it had 3 major issues:

1) The shower head fittings are incorrect for Australia despite meeting all requirements listed on their website. Specifically they expect a female fitting coming from bathroom wall where we have a male fitting.

2) Very poor customer service. I have now had the shower head for almost 6 weeks and have contacted Nebia several times about this.

When I received it on 25 August, I reported the issue on the same day. Nebia was quick to reply that this was a known Issue and they were investigating it. On September 5 I was told I could expect an update about a fix. There was no follow up, on September 11 I asked for a refund as there was no timeline for when I could expect a fix. After receiving no reply I sent a follow up email asking about refund again on September 15. On September 19 I got an email stating:

The timeline/lead time is 3 to 4 weeks for the fix; however, if you'd like early access to a pilot program we're running (limit number of kits) we'd be more than happy to ship you a custom Au install kit this week.

This was in reply to my request for a refund, there was no mention of refund at all. On September 20 I asked them to ship the custom install kit and got a reply saying it would be shipped when ready. I have received no communication since then. On September 23 after receiving no news about when the kit would be shipped (after being told it would be sent that week), I requested a refund again. On September 28 I got emailed what looks like a bulk email with a pdf of instructions of how to buy my own adaptors and install the Nebia. Since then I have received no replies about refund despite trying to contact them through Facebook. Either they are extremely busy or they are not processing refund requests.

3) I have seen this shower installed using the directions sent out found that with water set to 50 degrees the shower is barely warm at 30cm distance from head. This is despite the recommended minimum of 46 degrees. This is a big issue as many hot water units in Australia are limited to 50 degrees as part of plumbing standards.

I believe this could be a great product once they resolved these issues however the lack of customer services means I would be hesitant to buy from them again and can not recommend their product.