Camilla Helton, PA- Allergy Partners of the Piedmont

Amazing customer service!

We walked in to the store and a Customer Service Rep met with us (without an appointment) and spent over an hour discussing various bathroom components with us. She accidentally ordered the 60” x 32” tub for us and we didn’t think to check (we needed a 60” x 30” tub). After it arrived and my contractors tore off the cardboard, we realized the mistake. The customer service group at Ferguson/Build.com couldn’t have been nicer. Since the tub we originally ordered (#1) wasn’t available in 60” x 30”, they allowed us to get a nicer of the tub. When that tub (#2) arrived with a crack and my contractors (who were in a hurry) installed it, Ferguson/Build.com sent another tub, even though that meant tub #2 would have to be destroyed to come out and Ferguson wasn't going to be able to take it back. The next two (#3 and #4) also came cracked. Each time, when I called and explained the situation, they apologized profusely and took care of the situation within a few hours, without me having to do anything. All in all, it took 5 tubs to be delivered to our house until we got both the right size and a tub in perfect condition.

I want to be clear that this is an issue with ALL fiberglass tubs; regardless of the store, the reviews are always that half are delivered with damages. Ferguson was even checking the tubs (starting from #3) in the warehouse before delivering them.

In the end, two managers from the warehouse came to deliver our last tub (#5), and they analyzed and figured out what the problem was with the method of delivery of the other tubs. They were going to report back to their employees how to properly bind the tubs to the palates so that the tubs would remain whole.

Ray Minor and his team (Emily, Keith, and Scott) were all AMAZING. They made what could have been a terrible experience into a (relatively) calm experience. They were super patient and incredibly helpful. I also want to send a shout-out to the managers at the warehouse (in Beltsville, MD, I think) who came out and figured out what the problem was so that it doesn’t happen to other customers. Thanks again!

Walked in and needed a small part for the diverter in my bathtub. The first guy didn’t know which brand so he deferred to his coworker who took one look at it and knew right away what brand. He told me to hold on a second and walked down one of the aisles. He came back with a small package in his hands and asked me how many I needed. When I told him I only needed 1, he tore open the package and handed the small part to me. I offered to pay for the whole package and he said not to worry about it!
My father was a plumber and if he were still alive, this is exactly the kind of store he’d want to do business with!
They saved me today and have now gained a customer for life!