Ferguson Bath, Kitchen & Lighting Gallery

My husband relied on the recommendations from the salesperson for a shower system replacement. We wanted a brushed nickel system with top-end pressure. We purchased a $700+ Koehler system. Our bathroom remodel had several delays and was just completed the end of October. The shower head was one of the last installs. It is a duel head which has little pressure from any of the three settings. We had the plumber come back to check for issues and he found nothing wrong with the plumbing. When I contacted the salesperson, he said the shower head is not returnable because it had been used and the time between purchase and the reported issues. Frankly, neither reason seems fair as one can't determine if a product functions properly until it is installed and it couldn't be installed until the shower remodel was complete! Part of the project delay was due to a delay in the delivery of the shower door I also purchased from Ferguson! Now I'm stuck with a $400 shower head that doesn't work properly! Very poor customer service!

I proceeded in making the selection, not realizing that I should have been informed of technical details like the variety of finishes available for the products.  When I had completed the selection, the sales person abruptly left me standing on the floor.  He absolutely disappeared.  I continued to walk around and stumbled upon the wall of lighting fixtures.  No mention had been made of them.  I also stumbled upon the sales person who had seated himself in a rear office to prepare my invoice which I was to present to the contractor.  Again, my instinct was to leave, but I completed the process.  I reported the entire experience to the contractor who responded that I was the second client to report a similar experience at Ferguson.  He stated that he was going to meet with the managers at the site to report these instances of rude, unprofessional behavior.  I subsequently returned to Ferguson as several changes had to be made in my selection.  In each instance I arrived without an appointment.  This is significant because as you enter the showroom, the sign on the door lists hours, but does not state that you cannot complete a sales transaction without an appointment.  NO WHERE IS THIS POSTED.  However after spending at least 45 minutes in the showroom (during that time not one person in the entire place bothered to greet me with a hello or how can I help you), I made new selections and went to the unfriendly receptionist to let her know that I had been there previously and had to make changes in my order.  She informed me that without an appointment, no one could help me.  I informed the contractor of this latest charade and he later submitted the order.  Believe it or not, I had to return to Ferguson one last time to make a new selection for a light fixture.  I had the same experience as listed above.  Wandered the showroom unassisted.  Not one one person even pretended to notice that I

was present.  Made the selection.  Told the receptionist that I wanted to add the replacement to an existing order.  She informed me that there was no one available to meet with me because ALL of the sales persons were with customers.  I can only state that I did not see other customers.  I reported the latest insult to the contractor and he secured the light fixture.  I am writing this review in the hopes that if it is read by management at Ferguson, they will take serious steps to improve the nature of how they manage the sales experience.  As I was able to determine, I was treated as less than significant because they were not doing the remodeling project and was taking up their time with a small sale.  How unfortunate.  For anyone who reads this review, it wasn't a one time fluke in dealing with Ferguson, but three separate visits to the showroom, each time an offending experience.  I would not have persisted had this not been the vendor selected by the contractor.

I paid extra to have a pre-inspection for the installation of a washer/dryer.  Inspector arrived with no knowledge of what was being installed and was very unprofessional.  Constant delays in delivery and no updates.  Paid extra for a pan under the washer.  Neglected to bring it for installation.  Multiple calls with unresponsive people.

Ferguson Electric has a very nice showroom, which is worth visiting to identify light fixtures or plumbing fixtures for kitchens and bathrooms.  I am particularly concerned about their return policy, as it required heroic efforts on my part to obtain the $ 120 'restocking fee' for Moen faucets that cost $ 499.  Unless one is absolutely sure about the item being purchased, they can expect trouble when they attempt to return the item.  They should review the back of the yellow invoice receipt before making the purchase, if possible, and obtain a verbal explanation of the return policy from a Ferguson Electric sales associate. 

I sent and email and left a couple of messages and they didn't bother to return calls. They have a huge showroom, very modern and nice but the customer service is awful. You need to beg them to return your call and give money to them. I asked them to come and give me an estimate and they said they do not do that. You have to go to the showroom. So I went there, they were rude. I presented them the floor plan and they said they didn't have the time to look at it and that I had to make an appointment. I sent an email with the floor plan to him. I waited days for him to get back to me. After three days Bernie sent an email stating he was still working on it. Another couple days he sent another email giving me an estimate of $4,200. But what does that include, I needed to know. These people don't want to deal with you they just want to sell you materials. I'm still going to try to work with these people. I go to the show room, making an appointment. He overbooked me so I had to wait for him after driving 25 miles. He wouldn't acknowledge me. They have no respect for other people's time. The same day I wrote the contract with him, they take the full money but no descriptions whatsoever of the cabinets, etc. It's just an invoice with the amount. He told me the distributor would contact me. On top of that I paid extra for the freight to deliver right here to me. This Bernie guy is awful. I should have never given my money to him. I do regret it. No email, no response, nothing. I know I'm going to get the cabinets soon, I hope. But whoever is going to install the cabinets needs to know. Bernie told me the policy was to pay for everything up front before they deliver. But when are they going to deliver - I need to know so I can make arrangements to get the cabinets installed.  This is not the way to run a business. They don't care. They act like they have a lot of business and they don't need you.