Frank Webb Home

So happy with my service, I love being able to go into a store and browse and not be badgered by sales people.  When it came time and I had questions, my sales person spent a lot of time with me.  The show room is great, and she was able to get me a great deal on some items that were discontinued too.  My sales woman was extremely knowledgeable in all the products I asked about for our full renovation of two bathrooms.  The cost is a bit higher than home depot, but I knew this going into the showroom. The products I purchased were better than what Home Depot has at their warehouse.  The last item to be shipped to our house was the toilet, and the tank lid had a hairline crack at the top, I called FW, they immediately put in an order to replace, no charge.  I highly recommend stopping by if you are thinking of remodeling your bathroom.

We have had a wonderful experience at Frank Webb. Working with Ellie for our bathroom remodel has been an absolute pleasure. In particular, she has been very responsive at every turn whether it was helping us pick out fixtures, making time for another visit to the showroom, quick replies to my emails, or keeping us updated on orders. She helped make a daunting task not daunting at all. I highly recommend Frank Webb and in particular, Ellie.

I called ahead of making the 20 mile trip to this location to take a look at two kitchen faucets that I was told over the phone that they indeed had and even better had on display. I gave the sales rep the exact brand, line and model number for each faucet. I even mentioned the more unusual design of both of the faucets featuring lower profiles and higher than average water flow. She looked them up on her computer and then asked me to hold so she could check that they were indeed there on the show room floor.
I took time out of my work day on the following day to drive there.

They didn't have either one!! The sales person with whom I had spoken to on the phone and then saw in the store said she had put in the model number but a different model populated the screen. I on the other hand have not had that problem when I have searched on line using the exact brand, line and model number. I think this salesperson is so ill trained that she didn't even realize that within a specific line there are multiple designs and that you actually have to look for the specific model number.

From my research, they are higher priced than other places on these two faucets but I thought the sales people would be better trained and more knowledgeable about the products they sell. WRONG!

My suggestion is to find another place to shop. I am!

We had our house renovated and we purchased almost everything (shower, faucet sets, bath tubs, mirrors, toilets, vanity etc etc) for 4 bathrooms.  We ordered through here even if we knew there was a big price premium because we were getting their expertise and just a simpler process.  We were wrong.  Initial order process was fine, and their showroom is nice, but once the order is in there were so many issues, delays, and lack of communication.  There were wrong quantities getting delivered, wrong prices given on multiple items, vanity coming in with a wrong countertop, broken mirrors, and missing items. It was one error after another.  What made it worse was that our designer had such an attitude, no apologizes, no sense of urgency fixing any of the mistakes she made, and  would not answer emails even with the huge delays.  We demanded her to connect with the store manager and she refused to do so as well so we ended up having to call the store manager ourselves and we had the store manager handle everything at the end.  Store manager was helpful it shouldn't have come down to this. There was really no point in paying all the premium cost since we got 0 expertise (actually it was like paying extra for all the mistakes, delays, and the attitude).  Heads up for any of you reading this review. I would take the business somewhere else.  Hopefully other nice stores like Splash will have more responsible and responsive designers.

Spoke with Jason on Monday before closing to buy a specific vanity.  Came in on Tuesday morning with my 2 little kids to buy it and it had been sold.  Basically told me oh well and to call a different Frank E Web.

Went in last Wednesday and received terrible service. Nobody greeted me after an 15 minutes of being there. Place was outdated with product as well. Won't be back.

ZERO stars. I cannot even put into words of how bad of an experience I had here with this business. I wish I had read some of the reviews before visiting. After months of putting ideas together and finally getting out to start working on my home project, my excitement was put to rest the moment I got to the door here. I was greeted abruptly at the door with Do you have an appointment No hi, no welcome, not even a smile. I did not have an appointment and it does not state you need one. The tone of the woman was extremely rude and very unapproachable and made me feel as though I was bothering her. She let me in as there was no other customers in the store ( I wish I ran ) and I worked with a blonde woman who was very sweet. I wish I could recall her name. This woman was turning my experience around until I hear the original woman, again rudely, screaming for someone else in the showroom.  So unprofessional and such an awkward moment. How this lady is able to speak to people in this way and how she has a job working with the public is beyond me, then I find out she is the store manager. Needless to say I feel bad for their customers as well as staff and I will not be back. Thankfully there are plenty of options to go for bathroom appliances in my area, save yourself the time unless you want to be verbally assaulted. To the corporate office, you should work on your interviewing process, if people cannot have basic human decency stick them behind a computer not in the face of people.

This place gave me heartburn and they don't even serve food.
They have nice things here and some of them are even reasonably priced , but the whole sales setup there is maddening. You ask the price of an item and the salesperson disappears for 15 minutes to look it up on the computer. If you don't like the price and you ask about another line...same deal. Gone for 15 minutes. Over and over again. No consistency of pricing either. You can be quoted one price by one salesperson and on another day it's a whole different price. And way too much attitude all around. Very cranky and moody salespeople. They do have some nice things but overall it was not a pleasant experience. I would say go to Splash or Daddario.

My contractor connected us with Janice at Frank Webb, and I highly recommend her! Not only was she great with helping me find what I was looking for, she prioritized finding the best price point every step of the way, was so understanding when I changed my mind at the last minute (twice!), and called to follow up when it turned out the light fixture I had selected was too large for the space. Then she even emailed me with another option that ended up being perfect. In general their showroom is excellent because you can see so many options, but Janice was really the key to a great experience!

I don't usually write reviews but I felt I needed too this time. I have never had an experience with a sales associate like I did with Emily. She was the most fun,informative, honest sales person I have come across. We were in the market to replace 2 toilets. One of ours had a 14 inch rough in. This left us without many choices anywhere we went. She was patient and kind and guided us through this process and explained about these particular toilets. Now its hard to make toilet shopping fun but she succeeded. We will be back for sure to buy our vanity and faucet. I highly suggest you go there and ask for Emily.

Avoid, avoid, and then avoid some more. One of the worst experiences I've ever had with a home reno. The only reason I didn't give 1 star is because they were reasonable about making up for their mistakes. They have a nice showroom but there is a serious disconnect between the ordering stage and delivery stage. Multiple items came through either incorrect or damaged and reships came in again either incorrect or damaged. Do yourself a favor and go somewhere else.

I first met the sales associate, Emily Blacker, a year ago when my mother and I casually wandered in to explore. I'm glad I trusted my gut and made the trek back to Needham (from the North Shore) to continue working with Emily once the ball got rolling on our renovation last month. Not only was Emily conscious of my budget yet desire for high-quality products, but she read me well and helped me select what I think will be great pieces. Furthermore, we were supposed to have our purchases (bathtub, toilet, fixtures, etc) delivered next week, but circumstances changed and we had to fire our contractor several days before delivery. Emily not only sent me a list of contractors to consider but helped ease the burden on us and our small house by offering to store our purchase at the warehouse for a bit longer. Would recommend Emily to a friend or family member.

They have a really lovely showroom and the staff is very helpful. This can be a tough parking lot, but there is dedicated parking for the showroom.

I am an interior designer and my sales person is Kim Lyons. She consistently goes out of her way to help out and is very responsive. But I have talked with many of the sales people and they are all pleasant and helpful. I highly recommend using them for any plumbing fixtures you need in your home.

I would give 0 star if I could. Rude, uninformative staffs, i don't understand why they made appointments with themselves in the first place if they do not want to work with customers. Never coming back !

I worked with Emily at the Needham showroom. She was wonderful..very helpful, very knowledgable, available , and friendly. I could not have asked for a better experience.
I looked around a lot and felt that this showroom offered many different choices in different price ranges.
All around, a great experience!!

We've ordered items quite a few times. Very good quality things you can buy and see in person. But communication is really not that great. We have contacted numerous times to ask about order status and 3-4 different reps said they will call us back with update and never contact us back. We have to go ourselves and pick up whatever came first. Asked again status on missing items, they said they'll contact us and again disappears. We have requested quote on various toilets but still haven't heard from rep who promised to send us quote. Very good quality products with very spotty customer service.

Please do not waste your time and money at this place. My wife and I wandered around their showroom for a while two days ago and NO ONE asked if I needed help or even looked at me.  My wife finally told to one lady but she did not move from behind her desk stand up and also did not offer any further help.  So all I can say is...I'm not sure who their clientele is or how they are able to stay in business, but I won't spend my money or time at this place.  We tried to talk to other service rep ladies but we were also not greeted or helped until we flagged down someone to ask questions and even then we were treated as if we were disturbing them.

Based on their price range, I assume that they would provide very good services. Unfortunately, very poor customer services.  We would not come back to this place.

Before visiting, my husband and I carefully read the website to ensure this location was open for walk in viewing of the showroom. The language on the website is as follows:

COVID-19 Update: All Massachusetts showrooms are open for in-person one-on-one consultations. We recommend making an appointment before your visit, but walk-ins are still welcome.

When arriving however, we were told that walk ins were NOT taking place. To have driven 45 minutes and arranging our day around this visit to then find out that walk-ins were not taking place is ridiculous.

One of their associates did try to accommodate our visit which was appreciated by giving us a panera gift card however, it only shows that this has happened before and yet the message on the website still communicates incorrect information.

Update your website ASAP.

We renovated our home and were referred to Frank Webb, and it was a great choice. We were lucky enough to have Megan as our sales rep. She knows every product line and suggested alternatives when needed. Multiple emails and visits and phone calls later, she retained a sense of humor and fantastic customer service. She treated our project as special and if it was the largest one in the world.  Customers for life!

Extremely poor customer service experience. We were given false details regarding pricing and lead time of our order for shipment. Felt like the representative we worked with really didn't care whether or not we received our order a) correctly or b) in a reasonable time frame. Currently waiting for sink to arrive more than 3 weeks from order date (told 7-10 days originally) and still no idea of delivery window. Problem seems to be due also to FW Webb organization as a whole.

The showroom is enticing but don't be fooled into patronizing the bath center when there are far better options out there.