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