Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered what I thought was an Induction Cooktop on June 24, 2025, with Ferguson Home. I provided the information about my existing cooktop and gave them the product number of what I had, as well as what I needed to replace it. I was chatting online with a sales representative. She assured me they had exactly what I needed in stock. She proceeded to provide the information that the item was just like the one I needed to replace. I was asked to provide my credit card information to complete the order. I 100% relied on the sales representative to assist with my order, since I have no idea about appliances. The item arrived and was installed. To my surprise, the item was not an INDUCTION COOKTOP, but an ELECTRIC COOKTOP. This is not what I was told I was getting. Our cookware is NOT compatible with an electric cooktop. The company suggested this item, supplied all the information to order, and I hit submit for the order. They sent the wrong item, but they are putting the blame on me for accepting it. They will not take a return due to the item being installed. They will not offer any compensation for the cookware not being compatible with the electric cooktop. I would like a refund, but they are refusing.

  Business Response

  Date: 07/07/2025

  We called ********** and spoke to ****. We advised that we reviewed her cases and saw that we didn't provide her the model she had originally requested and offered her the option to do a return for refund and new order if she'd like. We are making a one time exception since it had been installed which is against our policy. Discussed it'd be a refund for the full amount and then a repurchase for the correct item (also advised it'd be a good idea to remove the c/b so she's refunded timely).While the induction that she wants is a bit more expensive and she wanted it for the same price, which we are unable to do, we did offer her a cart with 200 dollars off the price. We settled on initiating the return and sending a cart w/ the discounted price should she wish to order it when ready.

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  AVOID BUYING FROM "BUILD WITH FERGUSON"!!!!!Ordered Transolid Shower walls!Came with parts missing!THEN they sent the wrong missing parts!SECOND ATTEMPT to replace missing parts was promised "Overnight"! THEY LIED TO **! Didn't tell us the part was on back order!Now 6 weeks waiting to finish a simple shower remodel!!!"BUILD WITH FERGUSON" PRODUCTION and SHIPPING DEPARTMENTS ARE INCOMPETENT and LIARS!***** ******** ********************* ************

  Business Response

  Date: 04/12/2025

  Thank you for reaching out to Ferguson Home. We are sorry to hear about this unpleasant experience. Please send us the order number as the only order we show from your name or address is from 2021. Was this purchased online or via a Ferguson Showroom?

   

  Thank you,

  Ferguson Home.

• Initial Complaint

  Date:02/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ordered a ****** Valley Lighting Fixture 4934 (order ********) on January 3, 2025, that had an advertised ship date of 1/6/25. The item cost $1,450, with tax and shipping. We subsequently received a notice that the item was backordered until 1/20. We then received a notice on 2/21/25 that the item was backordered until 1/25. We then received a notice on 2/24/25 at 10pm that the item is now backordered until March 5. We promptly called the next morning to cancel the item because of the delay and uncertainty. We were told we would receive an email regarding our request and that you would also reach out to the vendor. We did not receive an email. We followed up on 2/26/25 with an email requesting the status of the cancellation. We did not receive a response.

  Business Response

  Date: 02/27/2025

  Thank you for reaching out to Ferguson Home. We apologize for any inconvenience this back order may have caused. We work hard to provide accurate shipping information with our vendors, but sometimes back orders can occur. We do our best to communicate all updates in shipping timelines as soon as the vendor makes us aware. We do show that you spoke with a Build.com customer service associate this morning, and they put in a cancel request with *******************. Once that vendor confirms they haven't shipped your lighting early, they will confirm the cancellation, and you will be refunded for that product in full.

   

  Thank you,

  Ferguson Home

  Customer Answer

  Date: 02/27/2025

  I am rejecting this response because Ferguson has an obligation to cancel the order. At the time of purchase, the item was falsely advertised on Fergusons website as being in stock and available to ship, with language suggesting it was leaving Fergusons warehouse (not a vendors). Ferguson has an obligation to ensure its advertising is not false, misleading or deceptive. To the extent it is, and it was in this case, they are obligated to cancel the order and refund the money it has held now for almost two months. Further, Ferguson cannot stand behind an open-ended inquiry to a vendor who has now delayed shipment  three times, and almost two months. Ferguson needs to cancel the order. A complaint will also be filed with the state for false and deceptive advertising. 
  

  Business Response

  Date: 02/28/2025

  Thank you for your response. We are working on getting this cancelled. As we stated in prior communications, we do reach out to our vendors to confirm they haven't already shipped any backordered item as occasionally their lead times are incorrect. Once confirmed, which typically only takes 1-2 business days, we refund the item in full on our end. The associate you worked with previously has already entered your refund as well, so that should be posting back to your card used at time of purchase. 

  We appreciate your patience while we resolve this matter.

   

  Best,

  Build with Ferguson

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** ****** vanity from Ferguson. ***** ****** is a wholesaler only, does not sell to individual customers.Less than a year of my purchase, one of my drawers cracked. I contacted ***** ****** first (Fergusons warranty for the vanity is 90 days). I spoke with ********* in Customer Support at ***** ******. He offered to send me a face panel for for my drawer instead of the already assembled drawer. He informed me the manufacturing department does not have assembled drawers, only face panels. (yet, my entire vanity came assembled). This happened 3 tines, with each face panel I received being cracked, chipped, or marred. I again, requested an assembled drawer in new condition sent to me. ********* directed me to his supervisor *********, who then directed me back to Ferguson.I left serval messages **************** for **** ******* at Ferguson, who he was the one who sold me the vanity. **** never responded. I was directed to a supervisor in Customer Support at ********************** *******. After explaining my situation to ******* & having photos of the damaged replacement panels from ***** ******, along with another drawer getting stuck, not closing, I requested to have my vanity replaced. It appears this vanity has manufacturing flaws, a lemon, if you will, so ******* agreed they would send me a replacement vanity, but would not cover any of the labor costs.I already paid labor costs with my initial installation, and since this was a lemon vanity, I should not be responsible for any additional costs. ******* said that was their policy & would not budge, directing me back to ***** ******, as she did not know what their policy was.I was now caught in a web between manufacturer and seller, with no one willing to accept responsibility for the poorly made vanity sold to me by ************************* concern was escalated to another Customer Support Lead, **** ***** in **. She supported ******* & would not allow for labor costs to be covered under these circumstances.

  Business Response

  Date: 01/09/2025

  Thank you for reaching out to Build with Ferguson.

  As per the discussions held during your two phone conversations with our ************* team, we have already provided a complete replacement vanity at no additional cost to you. Additionally, we have extended a courtesy compensation of $400.00. Please note that, as outlined in our terms and conditions available on our website, Build with Ferguson does not cover installation fees incurred by your contractor. Build.com and Build.com Network affiliates are not responsible for any labor costs related to handling, installing, or uninstalling items purchased.

  Furthermore, you requested contact information for our legal team. Please either have your legal counsel contact ours and/or you may physically mail your official letter of demand to our headquarters corporate address: 

  Ferguson ****************

  Attn: Legal Department

  **********************

  **********************-4314

   

  Sincerely,

  Build with Ferguson 

  Customer Answer

  Date: 01/09/2025

  I am rejecting this response because:

  The replacement vanity was offered, however, the removal of the existing, and the reinstallation of the replacement vanity would be more than what I paid for the original vanity, hence, why I was willing to accept a refund versus an exchange and having you pay the labor costs.
  Since this is a manufacturing flaw (a flawed vanity your company purchased from ***** ****** and sold to me), it is not appropriate or ethical business practice to have the consumer pay for a flawed product exchange. ***** ****** confirmed if I wanted a replacement drawer already assembled (which is all I asked for in the beginning), or a complete replacement vanity, I had to go through my place of purchase, you.

  As for the two-way phone call you mentioned, I had requested a three-way call between either ******* or **** in your customer support departments and a ***** ****** representative, and myself. ******* and **** both said they have no contact information for ***** ******, and I would have to call ***** ****** to locate a phone number. I find this odd at best, considering ******* was forwarded the email string from ***** ****** and your company has direct business dealings with ***** ******. Surely, someone in your company must have a contact phone number for ***** ******.
  

  Lastly, I am still prepared to settle this in court, but I was trying one last attempt to amicably settle this matter, at a lower cost to you.

  It is unfortunate this matter was not resolved at the lowest level, an assembled drawer, saving all of us time, money, and an excellent customer service experience.

  Thank you.

   

   

  
  

  Business Response

  Date: 01/10/2025

  We have made every effort to resolve the product issue to the best of our ability. We regret that the resolution provided does not meet your expectations. However, as outlined in the terms and conditions on our website, Build with Ferguson and its Network affiliates are not responsible for any labor costs associated with handling, installation, or uninstallation of purchased items. 

  Regarding your request for contact information for our legal team, we kindly ask that your legal counsel reach out to ours directly. Alternatively, you may send an official letter of demand to our corporate headquarters at the following address:

  Ferguson ****************
  Attn: Legal Department
  *************************************************************************************************
  

  Sincerely,
  Build with Ferguson

• Initial Complaint

  Date:01/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/20/24 @ 2:07PM online Build.com website showed a very low price for tile per sq.ft. I did not order initially, the next day I showed my husband the website and it still had the low price per sq ft stating tile was sold by ******. Each carton covered 13 sq.ft. It said fulfillment of offer would take 7-11 weeks. In 8 days I received 4 sheets of tile. It is almost impossible to contact them via phone, I'm on hold with them right now as 38th caller. My correspondence has been via email with ****** ******. I had taken a picture of website when I ordered. I sent it to her. All her responding email says is Order is complete. Emser Tile was listed as .48 sq.ft. $6.71 a carton. I will attach for you. I know this is a very low price, however, it was posted on their website for well over 48 hrs that I am aware of. I am a Business Owner and you must fulfill what you have advertised. Thank you for what you do for consumers.

  Business Response

  Date: 01/08/2025

  Thank you for reaching out to Build with Ferguson via the Better Business Bureau. At Ferguson, we strive to provide accurate website information at all times, and are regret that this was not the case with this order. While the Ferguson Sites strive to provide accurate product and pricing information, pricing or typographical errors may occur. The Ferguson Sites cannot confirm the price of any item until after you order.  In the event an item is listed at an incorrect price or with incorrect information due to an error in pricing or product information, the Ferguson Sites shall have the right, at our sole discretion, to either contact you for instructions or cancel your order and notify you of such cancellation. Prices and availability are subject to change without notice. As the order was not caught during fulfillment, as is should be, we can make an exception in the return for flooring and/or a refund of this order, which is typically non-returnable in most cases. We can also offer you a discount if you wish to proceed with purchasing additional sheets of flooring. We verified with the manufacturer and the information we have on site is accurate at this time and we are unable to verify when the glitch you saw occurred. 

  Again, we apologize for any frustration this may have caused. 

   

  Sincerely,

  Build with Ferguson

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I would like to take advantage of their offer for discounted price and continue with order for tile cartons.

   

  Thank you,

   

  ***** ********

  
  

• Initial Complaint

  Date:12/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a light fixture that was in stock on December 19th 2024 (Order ********) and was supposed to be shipped in 1 to 2 business days. Never shipped. Build.com representatives were assuring me that the item is being prepared to get shipped and I should be receiving a tracking number any minute. That never happened. Instead I got an email that the item will be shipped in 6 months (26 May, 2025). I asked to cancel my order and got an email from the representative ************************************** that the order has been cancelled. It was not. I want to get my money back.  

  Business Response

  Date: 12/30/2024

  We apologize for the delay with the cancellation. We are an ********* retailer and work with many vendors and manufacturers. We have submitted a cancellation request for your order to the vendor. Once the manufacturer confirms that it can be cancelled on their side, we will be able fully cancel the order and issue the credit. This process is to ensure the vendor hasn't miscommunicated the original ship date, and the item has not already in fact shipped. If for some reason we are unable to cancel the order and it has already shipped, we will notify you immediately. If the item has been shipped, once delivered, you can contact us, and we would be happy to set up a return for you. Again, we apologize for the delay. Due to the holidays, there can be a slight delay with processes as many other vendors are closed. We will reply as soon as we have updated cancellation information and you will be refunded. 

   

  Best,

  Build with Ferguson

  Customer Answer

  Date: 12/30/2024

  I am rejecting this response because: Build.com business relationship with their suppliers should not adversely impact customers. When ********************** states that the product is in stock and in fact it is not - the customer should not end up with their money taken for an extended amount of time. As far as I am concerned build.com took my money and not returning it due to their internal business issues. This is unacceptable.
  

  Business Response

  Date: 12/31/2024

  Thank you for your response. We understand your frustration and apologize for the inconvenience. We do charge prior to shipping, as we are a retailer who ship from various vendors around the **. This is listed in our site Terms and Conditions. We are working to get your order cancelled and refunded. We have noted you filed a chargeback with your bank as well.

   

  Thank you,

  Build with Ferguson

  Customer Answer

  Date: 01/02/2025

  I am rejecting this response because: the amount credited $958.46 is lower than what was charged for the order $967.87.
  

  Business Response

  Date: 01/06/2025

  My sincerest apologies for the inaccurate credit amount. It appears our system had an issue with a partial prior credit and I'm working with our finance department to ensure all you paid is credited and that will be resolved ASAP. 

   

  Best,

  Build with Ferguson

  Customer Answer

  Date: 01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:12/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am receiving emails from ***************************************************** Have unsubscribed numerous times and called the company twice, but I am still receiving. Just want them to remove my email

  Business Response

  Date: 12/24/2024

  We have unsubscribed you from our marketing emails. Please let us know if you continue to receive any other emails as we can delete your account if you prefer. 

   

  thank you,

  Build with Ferguson

  Customer Answer

  Date: 12/28/2024

  I am rejecting this response because:
  I received another email this morning. They arrive around 8:01 or 8:02. There must be an IT issue that is being missed on your end. At this point I think it's best to delete all account information under my name/email. Maybe there's someone on your end who can escalate as I am sure others must be having this same issue. Thanks for your help.

  Original Message
  
  
  Message ID <********************************@1844742678>
  Created at: Sat, Dec 28, 2024 at 8:01 AM (Delivered after 27 seconds)
  From: "Build.com Network" <***************************************************************************************************>
  To: ********************************
  Subject: 2-Day Sale! ?? 10% *********** on Premium Lighting
  SPF: PASS with IP ************* Learn more
  DKIM: 'PASS' with domain *********************************************** Learn more
  DMARC: 'PASS' Learn more

  Business Response

  Date: 12/30/2024

  Thank you for your response. We are working with our IT team to get your account deleted.

   

  Best,

  Build with Ferguson

• Initial Complaint

  Date:12/14/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased two Capital Lighting ******* Light fixtures (148921AD-541) on November 8 for $150 each. The order number was ********. One fixture arrived with a broken globe (part GL-541), which is covered under the one-year warranty. The manufacturer said that Build.com needs to handle honoring the warranty.I've contacted Build.com five times (two chats and three emails), but they have not replied. A representative named ****** ******* said that she would contact the manufacturer and get back to me, but I have been unable to reach her or customer support since then.The part IS covered by warranty, but because I cannot reach Build.com, I had to purchase the part for $54.69. I would like to be reimbursed.

  Business Response

  Date: 12/16/2024

  Thank you for your message. We are so sorry for the lack of communication with our associates and for any inconvenience this may have caused. We have refunded your order in the amount of $59.83 to cover the cost of the replacement piece you had to obtain. Please let us know if you have any questions or concerns, as we are happy to help.

   

  Build with Ferguson

  Customer Answer

  Date: 12/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:12/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I echo the sentiments of others over this business having a A+ rating. Build.com does NOT deserve it.i purchased three kitchen pendants that are defective. Web site photographs did not depict the product accurately or honestly. Due to the use of cheap plastic cord being crimped at the canopy and pendant, the fixtures will not hang straight. I paid a licensed electrician $400 to install them, so that isn't the issue. The fixtures are defective. Honestly, the only application for this inferior lighting is to keep baby chicks warm in a coop. The chickens wouldn't give a ***** if they hang straight, or not.They can't be resold, the wiring has been cut to fit, so there is no reason why I should have to return them at my own expense. No resolution from customer service.I was unable to leave a review for the product I purchased, and the transaction does not appear in my account history. First time purchase with this company. Never again. It does not stand behind it's merchandise, there is no customer service.I have since ordered 3 different pendants at a cost of $350 from a different company. Which will need to be installed by an electrician. The Build.com pendants will be donated to *******, unless the company pays for their return.

  Business Response

  Date: 12/09/2024

  Thank you for your message.

  The customer called in to our call center to state that she didn't like the quality of the pendant lighting. Our associate offered to set up a return, however, we do not cover the cost of the electrician. Customer declined a return being set up. We also offered the manufacturer's phone number, as support, which she declined. We can offer her a return and refund, but she will need to send the items back to us. We are happy to waive return shipping as she mentioned in her prior statement.

   

  Thank you,

  Build with Ferguson

  Customer Answer

  Date: 12/09/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. 
  I will require a return authorization and per/downloadable  or QR code postage paid return label be emailed to ****************** so I may return the light fixtures.

  Thank you, ****

• Initial Complaint

  Date:11/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I originally placed Order #******** where the product price was matched to market value at $29.99. I wire transferred Build almost $15,000 to pay for it but they cancelled my order days later anyways. I cancelled the wire transfer to recover my money and tried again with a smaller order.Order ******** was created by Build and the product price was higher ($32.58 each).All Im asking for is a $699.30 ($2.59270) partial refund to match the previous pricing I had (quoteNumber 3X34M7FRW8).Im also willing to accept another 24 qty for no additional charge to make up for the difference.

  Business Response

  Date: 11/28/2024

  The original order was unable to be completed and was subsequently cancelled and refunded a month ago. This new order was paid in full and the price at time of purchase had gone up $2.50 per unit. We are unable to discount the order as it has already processed. We can cancel and refund in full if the customer prefers.

   

  ********************