Ferguson Home — Local services in Bee Cave

It was a long process but it was all worth the wait and the customer service, personalized service I received from Harway was second to none! I recently moved to Texas to build a dream home and decided to splurge on all the appliances. The builders I worked with suggested a big name appliance company here in Austin but they were incredibly difficult to deal with. Although I was going to spend more than $50k in appliances, the person at Ferguson would never return emails or phone calls.

I was interested in the Wolf/Sub Zero lines and Harway came up as an authorized dealer so I decided to give them a try. My initial contact was with Dustin who was incredibly helpful from the first time we spoke all the way through delivery and installation. I had a general idea of the different appliances I wanted and Dustin was incredibly helpful making sure I picked out all the items I wanted. Their prices were essentially the same as the other appliance store, but the customer service at Harway is unparalleled. When I would call, Dustin would answer immediately or call back within minutes if he couldn't get to the phone. He always responded to emails in a very timely manner and for every concern or issue I had, he managed it flawlessly.

Because of the backlog going on with just about everything, I went and ordered all of my appliances one year out from the estimated completion date of my new home. Initially it seemed most items would come in close to the completion date but the major items, refrigerator and grill, were going to come in later. And unfortunately, month after I had placed my order, I discovered I had missed the outdoor grill and cabinets and had to place another order. It was much later than the original order so I wasn't sure if I was going to get them before the house was finished. This would have been a problem since the grill had to be built into the house.

No surprise, the house build kept getting delayed and delayed. And the appliances actually came in before the house was finished which was great since we were concerned if they were delayed it would hold up completion of the house. Unfortunately, we couldn't take delivery but Harway was amazing and just stored the items for us and there were ten major appliances. The other Austin appliance store was not going to store if the items came in and we weren't ready. Harway must have held the items for a month before the house was ready for them to be installed. But when the time came, they scheduled the entire installation and everything (refrigerator, range, wine reefer, ice maker, dishwasher, microwave, two warming drawers, an outdoor grill and ventilation hood) were all installed in one day!

They also helped me find a company that built a custom duct for range vent because of our high ceilings. And for any issue, they were so quick to respond. And the biggest surprise of all, was getting ALL of the appliances. We were originally told it would be a month or two after we moved in before we got the range and refrigerator. But Christmas came early and we received all the appliances on the same day! And given all the appliances, the only issue was just a tiny little rubber stopper on the outdoor grill missing which they had someone come out and replace within days.

If you are in need of a single appliance or outfitting an entire home as we did... you won't find a better place than Harway. And I'm sure everyone who works here is amazing, I can't say enough great things about Dustin! He will give you Five Star treatment and will not stop taking care of you until everything is to your...

As you can see from the picture, my $2100 AGA (rebranded Viking) dishwasher looks like this (no door panel). It's looked this way since September. It was given to us without the parts to connect the front panel (Harway delivered it loose, open parts, just stacked on top). Harway, unwilling to help, deferred me to their distributor rep to get the parts. When I call Harway, they won't connect me with a manager for help. They "take down" my info and do not call me back. This is after a previous fight over the range we had ordered (they basically hi-jacked/stolen $12,000 from me and never placed the order. 18mo of waiting for a product that was 6mo away. Distributor confirmed order wasn't placed). Only after a Google review, did we get someone to call me back. I was essentially bribed to take that review down (now regretting that). So now Harway won't help, and the distributor can't seem to figure it out either. As you see from the next screenshot, Harway claims they won't accept a return b/c the product is "not defective" (would you sell a car without tires or seatbelts?!) The front metal cover is supposed to weigh down the door, but since it's absent, it's super spring loaded. Tonight, it slipped and snapped shut on my 2yo's arm. We'll see if his arm is broken after the doctor's appointment tomorrow. Bottom line, Harway sold an incomplete product, and totally doesn't give continuing support. My next stop is the BBB. I've never had such horrible service in my life, especially for a premium product.

I highly recommend Wilson Appliances--super professional and they've gone out of their way to help get us the high end kitchen...

If I could rate them 4.5 I would, but they have worked hard to respond to my needs so I gave them the 5. The office people called us many times over the last year to be sure about the date we would be ready for installation- that was very appreciated. Once we were ready we were sent a check list of what it meant to be ready. Some of the items that needed to be done were missed by our cabinet guy- I think they could be more visible in the paperwork. The first install guys they sent out did not communicate well, with me or with each other. They didn’t complete the job and we had to have another person sent out weeks later to finish- he did a great job. Our sales person has been very helpful and has done his best smooth the way for us to have all we need to have working appliances. We hope that if and when we need service they will...