Ordered a bathtub that cost almost $900 and it was damaged when unboxed. They asked for photos and said they'd schedule to pick up. Called again after not hearing anything and now they say they don't want it back.So I'm going to have to pay to have a 325 pound item picked up and pay for it to be trashed. Unbelievable. Their famous quote they give all unhappy customers: "You could sell it or donate it". Who wants a cracked ugly bathtub?!? read more

Build With Ferguson - Cracked top of bathtub and gouged ceramic (right down to the cast iron core!) - Interior Design Near Me - Chico, California

Purchased a bathroom faucet from this company and after installation with a licensed plumber, found that the water leaked from the faucet for a few seconds after turning off. Had the plumber come back and check it and he said that it's the function of this faucet. Can't be "fixed". Called Build With Ferguson, but received no response or help. It was a waste of $400. Signature Hardware Rotunda 1.2 GPM Widespread Bathroom Faucet with Pop-Up Drain Assembly Model: 437360 read more

We were just in to look at lighting. Jay had no desire to help us. This was the biggest waste of our time. We will take our business someplace else read more

I bought a clothes hangar rod from this merchant via WalMart marketplace for my laundry room so I could hang clothes in there. Because of how I need the rod to go flat against the wall, this item won't work--I can't use it. So, I contacted the merchant for a return and refund; they said I needed to pay shipping. Ok, not good customer service but fine. I'll ship it and get the refund processed. Except to refund it will cost 70 bucks--the item itself was 30. So now I have a clothes rod I can't use and the merchant refuses to refund. Zero stars. Do not recommend. read more

They have good selection BUT they are in no rush to process your order. Once you order, your confirmation says "will ship in 3 to 5 days". Well, I ordered on a Friday, they shipped on Wednesday... So really it's 3 to 5 BUSINESS DAYS before they ship.... Turtles compared to most online websites so make sure it's not something you need in a rush! Going forward, unless I cannot find it elsewhere, I will order from others instead as this just takes way too long. read more

Ordered two bathroom Moen faucet and received two grab bars. What a terrible process for checking orders before shipment. Ordered: Moen Zarita bath faucet: Brushed Niclel Received: Delta Grab bars Now my return is on hold for 3-5 business days per their online process. Trying to speak with anyone via a phone call is impossible buyer beware!!!! Don't use Build with Ferguson or BUILD.com read more

Build With Ferguson - Ordered Moen bathroom faucet and received these Grab bars instead........ Terrible order process - Interior Design Near Me - Chico, California

Received a 400.00 Kohler faucet I had ordered not in manufacturer's packaging, actually thrown in a Kohler box with paper and bubble wrap. Spout was scratched and parts scattered everywhere. Attempting to return have waited four days for a return label. Best advice NEVER order from this company! read more

Only 1 star because "0" stars is not an option. Purchased more than $90,000 worth of product over last 2 years from Build. At 92 days past purchase my returns are "outside" the return window and Policy doesn't allow returns. So for $350 in return value build.com wont accept, my new company policy is no further business with Build.com. Thousands per year in sales lost for $350. Every dollar counts and its competitive out there.! read more

I do NOT recommend ordering from Ferguson, it has been a costly nightmare due the salesperson's admitted ordering mistakes and then their unwillingness to offer any solution other than to reorder at my own expense! I give them zero stars for initially taking no accountability. After several phone calls and messaging, bad Yelp, Google, and FB reviews they finally (and unhappily) refunded me my $$$. What could have turned into a positive customer experience, recommendation, and a continued customer for my next remodel has now left me with a really sad impression of them. read more

Garbage from their junkyard. They ship you damaged products. When my Kohler shower pan arrived damaged they replaced it with one that was more damaged!!! Wasted my time , delayed my job... Garbage from thei junkyard. That's what you can expect from these people. read more

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I have ordered from build.com several times without incident which is why my recent experience was so disappointing. I placed an order for bathroom fixtures. My method of payment was rejected because my card had been temporarily shut off due to fraud. I went into the order to add another form of payment, but it wouldnt let me edit the payment fields, and the email they sent me said " The following items have been canceled", then it listed all the items I had ordered. So I placed the order again with a different credit card which was immediately accepted. I received the first order (toilet was broken in shipping but they quickly replaced it) and all was good until I received the order again and was charged on my first card another $2000. That second order was the one they said had been canceled. I called them to return the duplicate order which I had been told was canceled and to get them to refund my card. They sent me return shipping labels but then wanted to keep the charges on my card until they received the items they had told me were canceled. $2000! After 45 minutes on the phone they agreed to refund when I showed them proof the items had been brought to UPS, though one item (a bathtub) is still in transit so they're not refunding that. Again, this is an order they told me had been canceled because the method of payment didn't go through. Customer service was very difficult to work with. When I asked the first rep to escalate the issue to a higher up, she said she was the highest customer facing person at build.com. After my continued pushing, she put me on the phone with her supervisor who was equally obstructionist. When I again asked her to escalate the call, she said she was the highest ranked customer facing person. She just kept quoting to me their policy, which is made by the company and therefore can be flexed, but she wouldnt do it. I told her I didn't buy that. I will not be purchasing from build.com again due to this experience. read more

Horrible, horrible experience. Only reason for giving one star is that I had to. Complete lack of customer service. We urgently needed an LP Kit for our new Thermador stove. After calling a few vendors, Build with Ferguson confirmed that they had the item in stock and if we paid an extra $83 for one day shipping we would receive the item within 3-4 days since it was the morning of July 3rd and the 4th was a holiday. it is now July 15th and we still have not received our order or an explanation. Tracking still shows it as processing and not even shipped. I have emailed, live chatted and called with no success. currently on hold for almost as hour as "caller number 24" . So extremely frustrated and disappointed. Think twice and don't use build.com unless they are the absolute last resort!! read more

What an awful experience I had with my first and only order with Build with Ferguson. Order arrived broken and they told me that I had only two days to report it or they wouldn't honor an exchange. This was on the third day! What BS as on first day there were so many callers ahead of me that I gave up after being on hold an hour. They will not help you after they have your money in my opinion and they simply don't care. Two day return window according to the snarky rep even though the website says different! All I wanted was for them to replace a couple of tiles broken in shipping so I could complete my job but nope. Now I'm on my own since I couldn't get through to them for three days- never again! read more

I purchased about a large quantity of Kwikset door handles online from Build with Ferguson. Initially the return was going ok, but to some initial confusion on my end the return has been a nightmare. Now returns does not believe me and is treating me like some sort of thief. I recommend buying locally items you can in order to avoid the hassle of dealing with their returns group. Not to mention being 26th caller in line and speaking with someone else each time. Not a fan read more

Great company, fast shipping, great customer service! Customer service helped right away, answered my questions, and assisted me with all my needs! read more

I ordered a dining room light from Ferguson and it seemed to be missing a part in order to install it. I contacted customer service and they immediately said they would send us a replacement light. It arrived promptly and I received a return shipping label to send back the unused parts. All the communication and interactions with them were prompt, courteous and professional. Harold read more

It was a little slow to ship for a faucet replacement. It would have been fine for a remodel job.

Long wait time to on the phone. Chat service also need to be better. i started with wait time 15 min and after waiting they ended up the chat on me. read more

Horrendous experience from start to finish. The customers order was on back order for 4 months, they said it would be 2 months but kept extending the delays. Horrible processes throughout the experience and zero accountability. read more

Be very careful ordering from this company. I purchased six of the Daltile Rhetoric - 11-15/16" x 1/2" Matte Ceramic Jolly finish trim at a cost of $62.00. Unfortunately they were not a close enough color match to my project. I attempted to begin a return process online but because I purchased as a guest and didn't set up an account, I had to call customer service to begin a return. After waiting in purgatory listening to loud repetitive music, the CS rep came on. She then put me on hold three times while she read up on why they wouldn't let me return the order for a refund. The best she could do as an excuse was a subjective flooring trim tile no return exclusion. These aren't even flooring tiles. It is more than apparent that they don't have a money back guarantee - period. I will never order from them again. read more

I had to have an $1100 commode shipped 3 times, because the first 2 were delivered damaged. 1/2 plywood used for shipping a heavy wood vanity, but only about 1/2 of styrofoam for a porcelain commode. Now, this week, after waiting 12 weeks, I receive the matching sink top. It came damaged. Further, the internal box, a Kohler box, was damaged before it was packed into the shipping box. Build.com KNEW it was damaged before they shipped it. NOW according to Build.com, I have to wait up to another 12 weeks for a replacement. That's 6 months without my main bathroom because I wanted Kohler products. read more

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My review is actually 00000 stars for Build with Ferguson. They shipped me a toilet in hundreds of broken porcelain pieces. Whoever threw these pieces into a box made sure to have the exterior of the box appear to be well packed. Inside was a total mess. Build with Ferguson gave me a refund but demanded that it was my responsibility to dispose of the 80 pound box of broken toilet bits myself. I told them that I did not have the means or physical strength to dispose of the trash that they shipped to me. I am a 71 year old female. I had to hire a company to come pick up and dispose of the box of shattered porcelain. Build with Ferguson refused to reimburse me for the disposal expense. I wrote to the Better Business Bureau but they couldn't help me. Then I contacted the Consumer Protection Section / Civil Enforcement Division of the Oregon Department of Justice. Build with Ferguson continued to deny their responsibility for disposing of their own trash. I told the Oregon Department of Justice that I felt a responsibliity to bring Build with Ferguson's lack of ethical behavior to their attention. I also stated that their treatment of me was a form of elder abuse. Finally Build with Ferguson must have realized that I would continue my pursuit of justice and sent me a refund check for the disposal expense that I incurred. What an UNethical business! I suggest that anyone else, elderly or not, continue to pursue similar complaints with Build with Ferguson. A company should not be allowed to operate that refuses responsibility for disposal of broken merchandise that they ship to its customers. read more

Build With Ferguson - Broken bits of porcelain - Interior Design Near Me - Chico, California

I don't know their business model, but why would you sell something you don't have?! I was looking to buy a 24" Kohler Seer bathroom linen tower and checked many online sites. Kohler, Home Depot, Lowe's, Walmart, Wayfair and many others all sell it more or less at the same price. Build had it for $130 less, free shipping too. Natural choice, right? Wrong! Once you place the order AND pay for it, you get an email stating "Leaves the Warehouse in 6 to 10 weeks". Seriously?! You take the client's money now and provide the product in two months?! Banks would love that business model, wouldn't they? Called customer service; was 25 min on hold. The person was very nice. He said that they build to order, which is why it takes that time, but that's not true. The item is standard and it is sold by many other vendors. He offerd to cancel my order, which I did and got the email confirming the refund shortly afterwards. I will buy the same cabinet from Home Depot, free delivery too. It is a scam to charge $1200 for a product you will provide two months later, without warning about that during checkout! My entire bathroom was remodeled in three weeks... read more

Hold times with these people are FOREVER, so it seems they are forcing people to communicate electronically, which does not meet my needs! They don't do well in person either. I went in to their Irvine showroom, met face-to-face with a rep and gave him a list of appliances I sought, representing alot of commission for him. You think he ever got back to me? NO, even after I called multiple times and even after I called the store GM. These people deserve the "1" ratings on here and they do not deserve our business. read more

Wow, wish I had read these reviews before I ordered! Ordered a vanity on 3/15, supposed to arrive 3/27. When we inventoried everything for our reno, realized in early april that it wasn't here. Called build.com, spoke with Patrick who said he'd get back to me (he didn't). Called back, spoke with Oliver who said he'd get back to me on Monday... At this point I'd been on hold/on the phone with build.com for over an hour all together. Called back on Monday, another 45 minutes on the phone/hold with Rose. Still no idea where this vanity is. Trying to get a refund. These people are impossible to get ahold of, or to get them to actually do anything that will help. I still don't have this vanity (it is 4/10) and my bathroom is almost completed except for this piece. What a mess. NEVER AGAIN. read more

Spend the extra money and go with Home Depot or Lowe's. Everything is fine unless there is an issue with an item. Their customer service is the absolute worst. Most dysfunctional company I have ever had to work with. Never again read more

I have purchased previously from Ferguson and decided to place a larger order for two bathroom upgrades. Ordered over $5000 in products. Three items arrived damaged (bowl, tank, and sink top) which I had to pay to dispose of since they didn't want the damaged items back. Then I noticed that a vanity was backordered for 3 months so I cancelled it and ordered a different one. Thy told me I had to pay for shipping because my $1200 vanity didn't meet the free shipping threshold. I reminded them that it is part of a $5000 order but apparently that didn't matter. So after $5000, three broken porcelain items, and a replacement on a backorder, Ferguson needed $85 more from me. read more

Build a Ferguson will leave you right after they get their commission. Save yourself a lot of time and money and go anywhere but here. From Thermador appliances (damage on an unscheduled delivery thrown in my garage, after they let themselves in through the side door) ​kitchen sink, Ferguson will leave you holding a damaged product. Even if you reach out to managers and district managers nothing will be done. read more

Build With Ferguson - Ferguson~obviously knowing products were damaged, open the side door of my garage and let themselves in. No one home. - Interior Design Near Me - Chico, California

Special ordered a Koehler sink 7/22. Ferguson charged credit card, then sink never shipped. Contacted them 8-10 times: always said didn't know when it would ship. After escalating and getting angry, sink turned up 3/23 with a 7/15/22 ship date from Koehler. Ferguson lost it in their own warehouse and couldn't be bothered to find it until we got really demanding. Never again. read more

Why say something is in stock when it clearly isn't? This is fundamental. There is ZERO excuse for taking a customer's money under the auspice you have a item physically in stock when you in fact do not? This is their model and it is pure sh*t. 100% lies with smiles. GO TO AMAZON GIVE THEM MORE MONEY BECAUSE COMPANIES LIKE THIS DO NOT DESERVE YOUR BUSINESS. read more

Excellent, courteous, and fast customer service. The phone line was a long wait, but the chat function online was very fast and convenient -- and it was a real human being. They allowed a return outside the already generous 90-day window for a full refund. read more

Mindy Ellison at Build With Ferguson (San Francisco) is a complete gem. She knows what she is doing. From the moment, we spoke to her on the phone to the moment we met with her in person, she knew all the right questions to ask to help us in these ways: 1) She told us where to start and what questions to ask 2) She then pointed us in the right direction when we had some ideas 3) She made sure we knew how to continuously access the tools we needed to be successful. You might say, well she was just doing her job. Yes AND -she was doing it with grace, with humor and with our best interest at heart. She is AH-MAZING at what she does. She has SO MUCH INFO in her brain! Thank goodness for her! read more

Horrible customer service. Was lied to on the phone. Was cheated out of my product which was never delivered. I asked fir refund and was told I needed to return something I Never received. What a fruad read more

We ordered $20K+ bathroom products from this company. Waited for tub for 5 months, when finally came it was damaged, had to send it back. Lamps came in poorly packaged, 3 separate times came in broken. Many Accessories came in scratched, had to replace. It's like whoever packages material doesn't even inspect what's mailed... read more

I ordered a Schlage lockset from Build with Ferguson on January 1, 2023 and I paid for it on my February 2023 credit card bill. As of today, 6/24/2023 it has not been delivered after 4 notices of delays and repeated future shipping date promises. It's now supposed to ship in August 2023. A similar lockset is currently on their web site for about $100 more than what I originally paid. They do not reply to my emails and phone calls other than repeated shipping date lies and are obviously a bait and switch outfit. Oh and they do offer to cancel my original order. Isn't that nice? So now I have to give them a 1 star rating so this can post. Should be 5 dung piles. read more

The beverage cooler ordered from Build in late November was delivered within 3-4 days. The packing box did not appear to be damaged, but looked as though it had been opened and resealed. After unpacking the cooler the corner of the door and adjacent corner of the cooler were crushed. Also, the packing list that came with the cooler was for bathtub wall panels for another customer. I guess that customer got our packing list. It took some effort to navigate Build's return procedure, but on December 2 we were finally contacted by e-mail from a human (Build Project Manager). The BPM requested pictures of the damage and said a bill of lading would be prepared for return shipment. The pictures were sent by e-mail with a request that the BPM confirm the pictures were adequate. That request has not been received. Since there was no information about replacing the original order. An email was sent to the BPM noting that we would place another order for the cooler unless the BPM directed otherwise. We received no response to that e-mail, so we placed another order. The second cooler arrived within 3-4 days. Once again the packing box did not appear to be damaged, but the bottom skirt of the cooler was bent. The damage was so minor and not visible except when the cooler door was open. With holiday visits approaching, I fixed the skirt myself to avoid warehousing another damaged cooler. We did e-mail the BPM notice of the estimated delivery date for the second cooler and asked if a bill of lading could be provided so the delivery truck could pick up the first cooler when it delivered the second cooler. Five days passed before we received a negative response. Yesterday, December 14, we requested that the BPM provide an estimate of the date the bill of lading would be provided. We need to use the garage space currently warehousing the damaged cooler and we would like to know when we will receive a refund of the original purchase price. We did offer to deliver the damaged cooler to the nearest Ferguson store. Clearly, Build With Ferguson needs an operational adjustment. read more

Bought rough out valve, cartridge with cover plate, and $500 shower, NONE of which worked! Water did not flow! Hours lost, project delays, 3 different times. Now after returning items with their shipping labels, still fighting for my full refund!! With answers like you may get it someday, even though we know it was shipped and received here. Don't buy from these idiots! read more

Worst Customer Service they tried 3 times to get order right. Lots of promises and assurances with not much in the way of backing them up. They are always willing to send you a return authorization sticker but hey I just want what I ordered. Almost two weeks of wasted time trying to accomplish a purchase of lock sets. Wont refund until I return but I haven't elven received them yet and they were shipped out wrong. ....lol....Second bad experience will avoid for sure read more

They advertise quick and easy returns, but have a system set up to prevent any returns. You must call a number and you will either be in a never ending queue of 9-10 callers that they expect you to hang up on. If you stay on, they will hang up or put you in an endless loop for a medical device sales pitch. Department of consumer affairs needs to investigate this company. read more

Will never recommend. I ordered a linear pendant for 799 a coupl eof days ago and the I saw lumens have it on sale for 639.20 (20%) off. I called and THEY WILL NOT PRICE MATCH! At lerast Lumens will actually price match the lower price. I tried to cancel but they are not sure if it will go through or not. read more