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! ~Vida
plumbing supply store