I went to the Grapevine store and spoke with the receptionist about talking to the sales rep for the Outlet dept. She gave me his card and I was able to tell him what I wanted and getting the appliance sent to me tomorrow which only took a week to figure out what was needed. read more

Not sure why Yelp has me in Lompoc, but I reside in Garden Ridge, TX. Quite possibly the single worst purchase experience ever. Our bill out the door initially was $50,500.00. Literally swinging for the fences in my opinion on our kitchen remodel. Subzero fridge, Wolf range, Bosch dishwasher, Ice machine, everything you could imagine or desire. The sky was the limit. Our first and only visit was to FBS. The rep was very helpful with her time. I'm not going to mention her name, because before all the dust settles, you'll want to avoid FBS and her at all costs. With a quote of $50k I felt it prudent to at least give Ferguson an opportunity to match the offer, they did, it was literally $200 cheaper......HOWEVER, we still went with FBS because they were generous with their time and felt it was justified. One thing I failed to notice between the two bids was that Ferguson included a discount from Wolf of 5% for multiple items, BUT also included installation. The two figures were so close they cancelled each other out, so quickly glancing at the bottom line of the two bids, you would assume they were competitive......wrong. A few weeks later my contractor mentioned he didn't actually install the appliances, so when I reached out to FBS, I was told it would be an additional $1,600.00. That's when I realized there was an issue. I shared the bid from Ferguson and asked how they could be different. It turns out the sales rep at FBS was "unaware" of how the promotion worked. The rep who is supposed to know these things, doesn't understand them. Ignorance? Incompetence? Greed? Not sure, and quite frankly it doesn't matter. Ultimately they awarded me the discount I was originally entitled to. I wish this was the end of their failures.....but, it continued. All along, our installation was agreed to be mid-May. No firm date was given, just a WAG....when I notified them of the upcoming delivery date they mentioned the need for a walk-through beforehand. A walkthrough? I had never heard of such a thing, but this was my first experience with high end appliances.....so the walk-through occurred in mid-May with a delivery now scheduled for late May......mind you, we've been without a kitchen for 10 weeks.....we were super excited but figured another two weeks, we would just have to make it work.....finally, the day of delivery. Felt like Christmas morning.....appliances.....but, when the installers arrived, they couldn't install anything. None of the items that had been pointed out during the walk through had been addressed. NOBODY at FBS brought the formal deficiencies to our attention. Nobody. Should my contractor have been present during the walkthrough, in hindsight, yes. But that still doesn't absolve FBS for not following through. They even admit they "dropped the ball". Literally anything and everything that could have gone wrong with FBS did. I have no idea if we are the exception or the rule. I would think $50k in appliances would get us a bit of street credibility and in the end we were treated like we were picking up a handful of items off of Facebook Marketplace. I would avoid using them for anything. Period. Their sales staff lacks the knowledge I would argue is requisite and expected for high-end appliance sales. Their communication is virtually non-existent. I'm planning to file a complaint with Wolf/Subzero after this review posts. read more

Delighted with our experience with FBS! We were particularly impressed with how well their operations director paid attention to our needs, provided clear communication each step of the way, and made us confident that we were in good hands. Thorough, efficient and professional; they are our go-to choice for appliance installation services. read more

We are unable to get anyone to respond to our requests to have our appliances installed. We closed on our house at the beginning of October. The appliances were on the property but a few cabinet adjustments needed to be made. Those were done and we need our microwave and vent hood finished. I have been trying to get anyone to respond to my calls, texts, or emails for over 2 months now. read more

FBS Appliance - Microwave not installed. - Appliances Near Me - San Antonio, Texas

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Order # 499420 (Austin) // Order Date 10/14/2020 17 weeks you've had our money & not the courtesy of a single call, even after repeated requests. Get after this or I get busy. read more

Builder & buyer beware!! Great at sales & terrible at service especially Shirlee Sanders & her manager Susan. Waited 10 months for our order. Was told they had everything then two days before closing our new home the oven was missing. Was promised a "scratch & dent" oven to satisfy the lender but, Shirlee would not even return a phone call or her boss. So far no one has called or accepted responsibility. Buy somewhere else and you'll be happier and less stress. What a way to win new clients!!?? read more

Update 1/11/22: Things have not gotten any better. BUYER BEWARE! Installers scratched the hell out of our wood floors and not one of our appliances have been installed correctly. The installers have been out 3-4 times and have an excuse to why they can't complete the job. Over $50k spent. They won't take any responsibility for any of their mistakes. Now making us pay 650.00 to get them back out. Do not use FBS!!! I'll keep updating progress. Please look at the photos. I can't make this up. We've got a 5 month old at house and can't use freezer/fridge. The showroom is great and definitely helped making a decision. Also, the rep we originally met with was fantastic. He was patient, he was knowledgeable and quite frankly helped us make our decision on Decor. Here's where it goes wrong. Our contractor put us in contact with Jacob Billingsley. He is the kind of guy that gives sales reps a bad name. We've spent $50k with this scumbag and not once has he picked up the phone to call, update or check in with our progress. I hope his boss sees this and follows-up(which I've asked for contact and not received). I'm not even upset it's been over 7 months and we've not received all our appliances when they told us it would be 4-5. What I'm mad about is Jacob is getting a commission check for absolutely nothing. I'll never order from here again. I emailed this guy last month said he would follow-up.... Never did. Asked him to help with rebate process..... never did. Just yesterday I emailed Jacob and he still hasn't called or emailed. His associate, Norma who's been ok, did. Norma, if you're reading this get rid of the dead weight. Sales 101, learn how to communicate read more

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Rueben was our sales representative. The first day we met he was outstanding but it went down hill from there. He was hard to reach; didn't return our calls and it was 3 weeks before he placed our order. We only knew our order was in cause we called 2 1/2 weeks later. Now we are into 5 1/2 weeks and still no product. The day of installation we found out Rueben ordered the wrong product based on info from the installer not what we wanted which was over a $700 difference and to this day no one ever mentioned refunding us the difference in price. Anyway when we contacted Rueben regarding the wrong purchase he was rude, condescending and disrespectful and stated he was done with us we couldn't purchase from him. DONT GO TO THIS COMPANY. THEY ARE AWFUL read more

I've been a custom home builder for 25 plus years. The President of the bank I use recommended that I give Factory Builder Stores a look. He said that he was very pleased with his recent purchase at FBS. So, I booked an appointment and here I am. The company is awesome!! I couldn't be happier!! Thanks to all the wonderful people at FBS for making this a pleasant experience for me!! Thanks again, Rick read more

My wife and I had a wonderful experience using Ruben Cervantes to order our appliances for our new home in Fredericksburg, Tx. He saved us a lot of money with the prices that he was able to get for us as well. We priced Lowes, Home Depot, and others before ordering and he still had better prices. He is very knowledgeable and professional and I would highly recommend him. He went out of his way to make sure that we were taken care of. He is an awesome asset to his company and should get a raise as far as I'm concerned. You will not be disappointed using him. Please keep in mind that Covid has all production slowed down for all manufactures as we saw in all of our building process, from lumber to hinges and everything in between. read more

I was told by my builder that if I want to upgrade my appliances then I have to go to Factory Builder store and select all the appliance. I went and Selected all the appliance. Our sales person was Sherly. I left message 3 days before the delivery that the hood is not not what I ordered. No one called me. I even left message for the manager and no one responded. I ordered approx $40k worth of appliances. I thought someone will take care of me. Finally Sherly texted me and said that she emailed builder that she is sending a hood of a different company because she discounted coffee machine. I am the one who did all the selections. She should be emailing me about the changes. I was totally unaware that she has emailed builder of the changes. Builder would not know what I selected. She knew all that. This is what she texted me " I am so sorry I sold to XXX homes we will not switch a hood out. The Elica hood was on the order that XxX sent. Fbs sold it to them not to you. Pricing was given with the discount on the coffee maker to them. I do apologize. Contracted through XXX's account This was sold to XXX and they are aware. I have the emails as well. Several options were sent. They chose the Elica to order. I do not know where or what happened on their end. They again are aware so is fbs on your request. Also the very last communication I have via email is your going with the Elica hood. I do not go by those normally but i just checked. I go by the order requested. Thank you and please discuss with XXX for anything further. Again sorry for the any issues your having on your end " In the end she texted : "Payment and contract is through XXX I have all email correspondence from beginning to the end. Again I cannot discuss this further. I will advise these texts to XXX and fbs corp. Again so sorry your products were Stolen and your concerns thank you please " I will never recommend anyone to do business with such a company. They have no right to change our orders. One of the worse sales person, no customer service at all. All they want is your money. Please stay away from Factory Builder Store. FBS is not worth your money. read more

I bought a Maytag washer and dryer in late September. The dryer worked for 2 weeks just fine and then would not start. The repair service could not come for almost 2 weeks. I called Ruben who sold me the appliances asking him to call me because I was very unhappy about this. He never returned my call. I then called asking to speak with the vice president Paul. He never returned my call either. The repair service is due to come next week. I would never buy anything from Factory Builder Stores again. Virginia read more

We did a full remodel on our kitchen and wanted to go big. JT Patillo at Factory Builder Stores was incredible and was extremely knowledgeable and helpful. He steered us in the right direction and our new kitchen is above and beyond what we expected. We love the Café appliances we purchased and JT's communication on the delivery and install process was outstanding!! I would recommend Factory Builder Stores to any home builder or customer trying to hit a home run on their appliances. read more

I definitely would not recommend Factory Builder Stores in San Antonio. My Bosch microwave worked less than a week and I had to wait 2 weeks for service and now another 2 months for the part. Instead of replacing the faulty microwave, the company rather find out why there's such a long delay on the part--due to covid instead of providing me a replacement. In addition, the oven installed was not the model I purchased. The Bosch oven is a model that is roughly 800 dollars cheaper than the one invoiced. BEWARE AND CHECK ALL APPLIANCES INSTALLED! read more

FBS is an outstanding appliance store. They really know how to take care of my clients. As a professional Custom Home Builder it is very important to have my clients catered too. Today we are enjoying a lunch-n-learn with Chef Michael Wards of The Austin Artisan. We are looking forward to a fun learning experience. read more

I ordered over $40,000 worth of Appliances from FBS for my new home. When they came to deliver the appliances they took a refrigerator to the upstairs kitchen and damaged every single stair nosing with their dolly. I went to the manager of the Austin store where I purchased the appliances. I explained to Paul Marshall what had happened as well showed him pictures of where they had damaged the stairs. He told me to not worry they would take care of it. After waiting over two months for them to pay for the damage, which cost me $1,586.08 out of my pocket. I decided it was time to go over Paul's head. I reached out and got ahold of his boss Mr. Rapier at the Houston headquarters. He assured me that this was unacceptable and he would take care of it immediately. Well that was six months ago, after repeated calls I finally gave up. My suggestion for anyone needing appliances is to go somewhere else. No matter what they tell you, it's all lies!!!!!! read more

I went in looking for a new fridge and Sean S. guided me toward the best possible choice I could make for my money. He was very knowledgeable about each brand and really steered me in the right direction. He knew I wasn't purchasing right away but planning for a future purchase and gave me all info with no pressure. As I questioned things along the way, he was very responsive. Once I made my purchase, he has been very responsive since I purchased with different questions as well. First class service, ask for Sean! read more