Ferguson Bath, Kitchen & Lighting Gallery

It was confusing - you can't just ask anyone for help, you have to wait in line to have someone assigned to you. We worked with two people, both were very nice but not extremely helpful. in the end, we selected our fixtures and wished to purchase. We were told they don't have items to sell on site, but I could order and receive them at a later date. Ok, we'll do that. But then they weren't able to check inventory or something so I was told to call back a couple days later and place my order over the phone. I tried but they couldn't find my order. After I shared with them what I wanted, from my own notes, the pricing was much higher. They wanted more info on my contractor, then finally agreed to some sort of discount that wasn't my contractor's price but still was a good savings off of retail. While waiting for them to get back to me with a final total, I looked at the Home Depot website - exact same stuff, maybe 40% cheaper. I was suspicious, so I called the manufacturer to confirm that the items were the exact same and that they didn't make a lesser quality item to sell at the big box stores. I then placed my order with Home Depot, they were happy to have my business, it was easy to buy, and the items showed up at my door two days later. Overall, Ferguson was inconvenient, expensive, and difficult to work with. I saved a lot of money and ended up with what I wanted. The sales people at Ferguson were nice, but really didn't add any value to the process. We went to the store ready to buy and ended up buying elsewhere a couple days later.

My in-store experience was very good, with excellent assistance in selecting products. As I am not at home during the week to receive shipments and work M-F, I requested that the products be shipped to my local Fed Ex store, which was done. Unfortunately, when I got to my office afterward, I realized I had not been given any tracking information. I called back and the employee looked up my order and gave me a tracking order. I was not able to pick up the package until 11/18 and decided I should inspect it the next morning. Good thing I did, as there was a faucet but no soap dispenser. As Ferguson is closed on Sunday, I left a voice mail. By 7:30am this morning, 11/20, I had not received a call from Ferguson so called them. It was clear that voice mails had not been checked yet. The employee I spoke with said she would look in to the issue and get back to me. She then called back about 30 minutes later and told me the items had been shipped separately; I should have been give two tracking numbers. I was very unhappy to hear this as I could have picked up both packages on Saturday rather than going back tonight. I expressed my disappointment with the service I had received and the inconvenience I'd been caused. While the employee was polite, no gesture of conciliation was offered. My impression of this business is that they do not value customers or customer service. After making so many errors, most businesses that value their customers would have offered at least a small refund on the order in recognition of the inconvenience, but not Ferguson. I will not be doing business with this company again. On November 28, Ferguson called me because while my credit card was run at the store, the charge had not gone through. I noted that this was one more example of the incompetence I had experienced and expressed my dissatisfaction with not having been offered a partial refund or discount - even now, when the charge had to be run. The employee apologized - and that was all. No offer to reduce the charge. Terrible, terrible customer service.

Ordinarily, I wouldn't write a review for an order like this but after having a terrible time trying to order this lighting from another supplier, I appreciated what a difference good service means. I worked with Jennifer. She was responsive and knowledgeable. Would definitely work with her again. She was great.