FERGUSON BATH KITCHEN & LIGHTING GALLERY

unknown

Well, I have not yet received the vanities so I cannot comment on the quality or value for the price.  What I can state is that the salesman misrepresented when the vanities would arrive, and once the order was placed and I called to check on them all of a sudden his story changed.  Vanities which were "in stock" had to be "fabricated", delivery of 7-10 days became "business days".  More importantly, the vanity color sample he showed me I later realized, after checking the manufacturer's website, was not the proper color.  Yikes.  So, my whole bathroom project has been impacted.  I had to reorder a different color tile, and now my contractor is left waiting for the vanities to arrive.  It is a mess.

I made an appointment with Brittany Finch who was excellent in the process of picking out everything for the remodel of my master bath. I purchased lighting, bath faucet, shower head and rain head, sink faucets and various towel bars. She knows product information and helped with questions I had about the fixtures.
The reason I gave them a "D" is because of the the 25% RESTOCKING CHARGE when my contractor told me the tub faucet would not work with the layout of the tub. Part my fault for not understanding it would be a wall mount not a horizontal mount. But a 25% restocking charge is absurd. I would like to make 25% for doing nothing but I would not have any customers if I did. I also returned a tub tiling bead (rubber bead around the tub where it sits on the tile) because my contractor said it was not needed. When I returned it to Ferguson I was told by a Ferguson employee my contractor did not know what he was talking about (and he is a customer of theirs) and that any credit would have to be approved first. That was a month and a half ago.
I was told that anything that was a "non stock" item always has a 25% restocking charge. So the take away here is confirm EXACTLY what you and your contractor need and make sure it is a "stock" item. Something Ms. Finch did nto make me aware of during my selection process.

unknown

First person I worked with, didn't understand the style we were going for, so didn't show us a lot and when selecting the vanity really only had one option, but on the showroom floor were a couple of options that I wouldn't have minded looking at.  Also we had sticker shock when we got the estimate on everything, the vanity alone was more than our budget for the entire room.
We ended up only purchasing the tub from them the, store brand, Mirabelle tub.  When it was installed, it did not completely drain and water pooled near the drain.  We had to wait a few weeks to get someone to come out and check that it wasn't an install issue or damage caused on-site before they would authorize sending us a new tub.  Second tub install, and same issue tub did not drain fully.  Now we find out that there is an issue with the mold at the factory, but they don't know which lots were affected.  We asked for a different tub of the same brand as we didn't want to wait weeks to have them make a new tub and ship it or try again with one from a different lot/store.  Third tub install, similar issue, tub does not drain completely.  This is now the most popular model that they sell.  We get a Ferguson store representative and the Mirabelle representative out to our site to see for themselves that same day.  Now we request a different brand of tub.  As the tub deck has already been tiled, we have to work within the space available, this limits the selection of tubs to choose from.  We go to a store to see what other options might be available, and realize that the showroom has the 6.5' or 7' tubs, and that this changes the interior of the tub.  This did not allow us to actually see the tub we were buying, so we had to cross our fingers and it would not be too narrow once it was delivered.  They did make this right by offering us any tub that would work in the space and had comparable features (not downgrading) to what we originally ordered and we did not pay the difference.  We were told that they also compensated the general contractor on the install cost as well.

Customer service was excellent. Sales staff were very knowlegible, and took the time to find products that would suit our budget and style. Sales person was very careful to not just sell us anything but to make sure that everything sold would fit the dimensions of the project. Delivery of the items went very smoothly and on schedule.

They provided outstanding customer service, and detailed information about bathroom fixtures. We are very happy with their products. Also provided free delivery.

They were very very good. They delivered all of the appliances to me. When I was at their show room their sales representatives were very responsive, professional and answered any questions or concern that I had.