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Business Profile

Bathroom Design

Build with Ferguson

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Bathroom Design.

Complaints

This profile includes complaints for Build with Ferguson's headquarters and its corporate-owned locations. To view all corporate locations, see

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Build with Ferguson has 2 locations, listed below.

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    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/16/2025

      Type:Delivery Issues
      Status:
      Answered
      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.
      On February 4, 2025 I purchased several Schlage lock sets for our home. The total paid was $343.94 and the order number was ********. I had not received a shipment update yet so I logged in to their site to check on February 16th. It was listed that the order had been cancelled. I did not cancel the order and they never notified me that it was cancelled. I did not receive a refund nor do I want just a refund, I want my order sent!

      Business Response

      Date: 03/10/2025

      Thank you for reaching out to Build with Ferguson. Your order was cancelled due incorrect information with the card used. Our finance team reached out via email on 2/4/2025, however, they did not receive a response and your order was cancelled and refunded in full. The refund was sent back to the card used at time of purchase. Please contact your bank directly if you have any concerns with that credited amount, $343.94. 

      If you have any additional questions or would like to place a new order, please call our sales team at ************.

       

      Best,

      Build with Ferguson

    • Initial Complaint

      Date:12/13/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Received weird looking damaged parts instead of complete ceiling lamps shown on the pictures. Filed return request with the co[pmauy. They promissed to email me return label in 2-3 days but failed to do so. Spent a lot of time trying to contact ************************ rcustomer service. Even if I go during work hours *** not available. Terrible service. Need full refund. I feel what my money was just stolen from me after being a customer for many years and spending thousands of dollars with this company.Return #******** Return Policy Status 12/08/2024 Created Drop Package(s) Off at ******* Labels will be emailed within 2-3 days.Delivered Refunded Cancel Return Receipt Print Refund Type $152.78 to Original Payment Method Refunds are issued approximately 5-10 days after items are received. Banks typically take another 3-7 days to issue your refund. Contact them for exact timing.Items Order #******** 1495 Series 4" Adjustable Recessed Trim Halo 1495 Series 4" Adjustable Recessed Trim...Model: 1495SN Color/Finish: Satin Nickel $71.06 (Qty. 2)$142.12 Item Refund:$142.12 Tax Refund:$10.66 Refund Total:$152.78

    • Initial Complaint

      Date:11/15/2024

      Type:Product Issues
      Status:
      Resolved
      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 the Sterling STORE+ Vikrell 48" x 34" x 77" Shower Kit with Integrated and Removable Storage which totaled $1449.00 pre tax. This came in 3 packages: The Shower base; 2 side walls; 1 back ******** side wall and the shower base were cracked upon delivery. I took pictures and sent to the sales rep ***** *****. ***** sent a 2nd set out which had a good shower base, so we put in the shower base. Once we got to the walls, the back wall was cracked and the side wall was cracked (again). I thought--ok, we can use the backwall from the 1st shipment. The contractor and I opened this box together and guess what? That backwall was cracked too. This was such a miserable experience that I called ***** and asked for a partial refund as we did use the shower base, but we could not use the walls. This is for my elderly disabled mother who cannot go months without a shower, so i decided to ask for a partial refund and tile the walls. ***** said she would talk to her supervisor--this was 10 days ago and my calls have gone unanswered and so have my emails.I am not expecting a full refund, but a fair partial refund. By the way, I did ask if they would like to take back the broken pieces as proof and she said no, to just send photos which i did. So that left me to dispose of these large fiberglass walls. I had to bust them up and take to the dump to dispose at a cost of $88. Now my mother is not only out at least $1000 for the walls, but she now has to pay for tile which is significantly more.Any assistance, BBB, that you could provide would be helpful.Thanks,****

      Customer Answer

      Date: 11/19/2024

      Hello,

      I called and spoke with another ***resentative and they said ***** ***** has been out of the office and that is why whe hasn't gotten back to me. This *** also said that ***** has flagged to finance about a partial refund and is awaiting their response. This is a good sign and I'm hopefully when ***** is back this will be rectified. ***** has been very understanding and a pleasure to deal with, so I was very surprised when my calls/emails went unanswered. Now that I know she has been out of the office, it makes sense.

      Thanks,

      ****

       

      Customer Answer

      Date: 11/22/2024

      Hello,

      This has not been resolved yet. I just sent another email to ***** *****. Also, I believe it could be the ******* location not Indy as I first thought. If ***** resolves it soon, I'll let you know, but I haven't heard anythign.

      Thanks,

      ****

       

       

      Customer Answer

      Date: 12/13/2024

      Hello,

      I wanted to say thank you to the BBB for helping me and I'm pleased to say that i have finally received a refund from **************************. I would ilke to say that ***** ***** at ************************** was fantastic and helpful in getting this refund secured. As of now, i'm all set and the matter has been resolved.

      Thanks,
      ****

       

    • Initial Complaint

      Date:10/25/2024

      Type:Product Issues
      Status:
      Unanswered
      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 placed an order on 06/17/2024, but never received it. When I contacted the company, I was informed that a refund would be issued, despite not receiving the product. The refund was never processed till this day. This situation is incredibly frustrating and disappointing, as I expected better customer service and accountability. I have already paid for a product I did not receive, and being denied a refund or resolution is unacceptable. I would appreciate immediate assistance in resolving this matter.

    • Initial Complaint

      Date:07/12/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 placed an order and within seconds realized I choose wrong light finish. $787.92 Chat online instantly and agent reordered same number of lights in correct finish and Assured me first order will be canceled. New Oder for another $561.43 I received no confirmation of canceled order and call the next morning - while in ********** - which is where I needed the lights. They were to be shipped to WIBI then I pay from ***** to **********. Long story short after 3 calls- one which filed a return to sender to *** which was not done. Both ordered now are in **********. Orders were made 6/27 and NOT shipped till July 25. They refused to cancel my first order.

    • Initial Complaint

      Date:02/09/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      On 12/29/2023 I ordered a Dacor Microwave oven from Build with Ferguson, order #********. The item was to be shipped on 1/9/2024. My first request was on 1/19/2024 to see what had delayed the item. I have been in email contact with **** ****************** on several occasions, 1/23, 1/26 where I requested that the order be cancelled. Every time customer service has said that they will look into my requests. It has been a week since I attempted to cancel the order, nothing thus far has been done. **************** shows the charge is in dispute and is awaiting information from Build with Ferguson.

    • Initial Complaint

      Date:02/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 ********* FV-0511vH1 Order number ******** This is a ceiling mounted exhaust fan with heater that had to be installed by an electrician. There was no way to test it before installing it. It does not work . It never worked upon install . Ive made at least a dozen phone calls to Ferguson and ********* to no avail. I need new guts for the fan as the fan is installed in Sheetrock.

    Build with Ferguson is NOT a BBB Accredited Business.

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