Online orders beware!! My plumber recommended I buy a new toilet at FW Webb. I knew exactly which brand and model I wanted, so I ordered online. When I received the email purchase confirmation, I immediately saw that another person's name and phone number were listed in my "bill to" section. The customer service and order inquiry links in the email didn't work - they bring you to a page that says "data not found". I called the local FW Webb, and they told me the order number wasn't one of theirs. They transferred me to corporate, but no one could tell me why a random name was in my invoice. They were able to look up the order, though. On Monday, November 3, 2025, a pallet with the boxes for a 2 piece toilet was left in the middle of my front walk. I was unable to lift the boxes myself, so I called the guest services number on November 4, 2025 to ask for someone to come back and help bring the boxes in. I was told by a customer service rep named Sean that they couldn't help me. This was my mistake. I can't remember the last time I worked with a higher end product company that didn't bring the product into your home, so I assumed they would. The website does say they only deliver to the curb, but it also says that larger delivers will be scheduled, so the customer can make arrangements to have help. No one called me to schedule the delivery, so I had no idea when they would arrive. The website also says that the customer needs to sign for the delivery, which did not happen. I also told Sean about the random person's name on my invoice and the links that do not work. Sean told me FW Webb was aware of these issues, but they couldn't figure out how to fix them. He told me most people buy the products through retail locations, so he's never had someone call him about product being left in their walkway. I asked how a customer was supposed to know how difficult the online order process would be, but he couldn't answer my question. Sean did his best to be helpful, but there wasn't anything he could do to help me. Given how horrible this situation had been, I told him to process a return. Sharing what happened so hopefully no one else will have to deal with all of these problems and wishing I had checked Yelp before I ordered the toilet. It's horrifying to see how many people have had such terrible experiences with this company. read more

F.W. Webb Company - Hardware Stores Near Me - Methuen, Massachusetts

We had a good experience at FW Webb in Methuen. We were shopping for a nice high quality kitchen faucet for our new kitchen. The show room is beautiful and has all sorts of high end very good quality fixtures for kitchens and baths. So many to choose from! The sales woman Erica was attentive and very nice and assisted us. She was very knowledgeable and educated us with the process. We purchased a a touch on/off stainless facuet and it was delivered to our home and we did not have to pay MA sales tax as it was delivered to our NH home. read more

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FW Webb has not honored any of its commitments that it made to me. First I was told by the sales person, "we will make it right for you". Webb did nothing but delay, denied, defend. Then I was told by Lou Bisogno that Webb would pick up the vanity top and put smaller clips on. That never happened. Then Chris Grenier suggested that it is ok to remove the clips but said "But I want to make sure you are 100% confident in what you purchased for your home!" Then Chris Grenier set up a meeting at my house with the supplier to evaluate the issue which I accepted. They were a no show and now Chris Grenier is ghosting me. I choose FW Webb for their brand name, for higher quality and customer service. Now I now that is just marketing. FW Webb does not stand behind the products they sell and provides zero customer service. They don't live up to their commitments and ultimately follows the playbook of the used car industry; delay, deny, defend util the customer becomes tired and accepts mediocrity. Ultimately I fixed the problem myself. $6 for smaller clips and 30 minutes of my time. Don't even try and insult me by offering to reimburse me. You cannot reimburse for the stress and frustration that I endured. It is a shame that FW Webb culture resulted in this end result over $6. The time that FW Webb personnel spent on this over the phone and emails greatly exceeded the monetary impact but destroyed a brand name. read more

Terrible customer service @ Seabrook N,H, store. I was told to pick up my $519.00 kitchen faucet @ the side door of the warehouse It was locked. Went to front door for help,was told "I can answer 1 question" I replied,that I just wanted to pick up my already paid for faucet. get in line was the reply! What? I just want to get my faucet! His reply was we take care of one person @ a time. I stood in line for a while, then decided @ 80 years old I shouldn"t have to wait in line, called my sales associate to complain. She came over and I finally got my faucet, but not until I had to go back to the showroom & sign acceptance. this was just unacceptable. I called corporate . read more

My plumber came to my house to fix my boiler, he sent me to FW Webb in Woburn MA to pick up a circulator pump. The guy at the register asked me for my license, which I thought was strange. When I gave him my drivers license he said "no, you're plumbing license". When I told him I don't have one, he said that he wouldn't sell me the pump. I left and went down the street to a normal company and bought the pump with no issue. I also later looked and found that I could certainly buy the pump online through Amazon and countless other place. I'll never go back to FW Webb. read more

Will never do business with them again. I ordered a vanity and a toilet and it took 2 months to get when I was quoted 4 to 6 weeks. But that's not the best part. I got the vanity delivered today and they refused to bring it in the house. I have four steps to take it in! The other driver delivered my toilet and brought it in for me. When I called Webb they told me it was a complimentary delivery! What into outside. That's ridiculous. I still have to wait for the top of the vanity. After I have it installed. I have to call someone else to come and do a template and then it takes a week to make the top. So I'm adding another 2 to 3 weeks onto having my bathroom remodeled. Even home Depot and Lowe's brings items into your house. I will never do business with this company again read more

Buyer take caution. Not happy with the way I was treated when the vanity we bought did not look the way it did in the showroom. The man who took our order would not look away from his computer. He would not refund us for the parts that don't work. Disappointing customer service after spending thousands of dollars. read more

My hot water heater broke down on me this morning and I found that the thermopile malfunctioned. A thermopile is similar to a thermocouple except that it produces electricity via heat rather than a sensor measuring temperature. Anyway, the only local place that had it in stock was F.W. Webb. Now here's the kicker...this part is ~$20 at Home Depot or Amazon, but not at Webb! At Webb, it'll cost you 4x the normal rate...a whopping $80 for a $20 part. If I didn't need hot water today, I would have ordered one at the normal cost. I will NEVER do business with F.W. Webb again. Pure price gaugers in my mind. read more

Went to this location to see different options on the display room floor after first going to the Exeter, NH location. HORRIBLE customer service. Non-existent really. Only one woman working the store and another on the floor, at a desk, pointedly ignoring people. We were there for a good half hour. We went back to Exeter though and they were great. Professional and really took the time with us, even though we were ordering for our own home (i.e. not contractors). So, do yourself a favor and go to the Exeter, NH store. 5 stars for Exeter, 1 for Methuen. read more

As a licensed plumber I felt disrespected and mistreated all because I didn't have a credit account with them. People working the counter act lazy and immature, especially the young girl Talia. Managers are even worse, if you call and ask for help they just take your name and number and never call you back. Can't recommend this place and will never do business with them again. read more

DONT GO THERE .......BAD CUSTOMER SERVICE........Methuen branch does not know what Customer Service is all about........obvious they only want to deal with corporate accounts........My husband & I should have gone elsewhere after first interaction with Jill...but because our plumber deals with them we decided to place our order....that was a big mistake as nothing but BS from Jill until we cancelled our order then her Manager Maryann was just as bad......so sad to think I had to call Jeff Pope to get my money back...he was the only person who was truthful that I interacted with.....they could use some Customer Service Training in Methuen branch I could go on about the whole experience but I will just say DONT GO THERE...........I personally will never set foot in FW Webb again........ read more

Bad customer service,they ignore you intentionally Very bad. And you ask them question they look at you as if you should know where the stuff in the store. read more

Never Again We did a bathroom remodel and it was not fun dealing with this location. Our project was delayed because the regulator and other items we were sold couldn't handle the volume of water required by the shower fixtures. Our plumber looked at the internal parts we were sold and told us what we needed to buy. We had to re-order (at more money of course) and return what we bought. We lost the plumber who went on to other jobs because he didn't have what he needed to do the job. Of course, this pushed back our tile installation, etc. ... you know how it goes. Everything lined up to be finished before guests arrive for the 4th of July, and now nothing is happening. When the plumber came back to install he noticed that we didn't have extenders for the faucets in the shower. He could hook up the faucets without them but they didn't look right. Another order was placed for the extenders. After ordering over $1,500 worth of brushed nickel parts, we were sent chrome extenders. Are you kidding me? I called the sales person two weeks ago. No replacement parts, no callback. I called her again two days ago and left another message. Nada. I agree with others who have said that this location has horrible customer service and I'll never go there again. read more

Great service and customer satisfaction. My husband and myself were in the market to remodel our master bath. We had shopped around for contractors and the contractor we hired, referred us to FW Webb, Methuen MA. We were greeted by a saleswomen by the name of Kelley Bartlett. She was attentive to our needs. She spent several hours with us, and was very patient and knowledgeable. She guided us in the right direction and best of all, kept our purchases within our budget. Everything was ordered and shipped timely right to our door. Everything was in perfect condition. Our bathroom looks amazing and would recommend this place to anyone who is remodeling. K&A P customer satifaction read more

Excellent experience with FW Webb. The showroom and sales folks were extremely helpful; beyond our expectations for service. The bathroom hardware was quickly shipped to us and follow up questions were answered immediately. I never leave Yelp comments, but I had to for FW Webb experience. It was outstanding. read more

They don't even deserve one star! Our salesperson ordered the wrong faucet, didn't order accessories, two sinks came in broken. My daughter also was placing an order for a home with a large kitchen and two and a half baths. She went elsewhere because we waited a month for the salesperson to get back to us and then, only after my husband physically went into the store again did we get the quote. This "person" LOST my daughter's complete order. Today, my husband called again because we were missing a toilet paper holder and a handicap bar. Oh, she's so sorry, she never placed the order! No surprise. I even emailed the General Manager who decided he shouldn't bother responding. I have sent another email to the general FW Webb email but if I hear nothing, I'll go all the way to the President, if I have to! I would never buy anything from these people again, nor would I ever recommend them. They are HORRIBLE! read more

We paid cash for fixtures for a new bathroom, including all the fixtures, lights, heater, fan, and shower surround and door. We were told that all this would be on a pallet, and when the contractor was ready to start just give them a call and it could be delivered the next day!! Well, that did not happen. It took two weeks and at least 5 deliveries, and we went and picked up some things. We still have not received the door to the shower. All these parts have been paid for 7 months ago!!!! When you call they do not answer the phone, or if you go down they do not know anything about the order, and tell you someone else will be in the next day and will sort it all out and call you. I would not recommend them at all. When we remodel the other bathroom we will not being going to F.W. Webb. I am going to have to send in a complaint to the Better Business Bureau, I guess, in order to get my shower door. I have to rate the business in order to have this posted and can't go lower than the 1 star, but know it is lower than 1 star! read more

Got a good price, but delivery of my products was bad. Nothing came together and toilet arrived smashed.