Ferguson Bath, Kitchen & Lighting Gallery

"I would rate our experience in the showroom 5 stars. We have done two remodels, and both times the staff was helpful, thorough, and professional. However, our experience with follow up customer service was abysmal. We had an expensive light fixture appear to burn out after just over a year. It had a five year warranty. At first we were told it would be replaced, but that it was backordered and it would take about a month. After multiple attempts to get information we were told it would be another couple of months. When we again tried to get updated information three months later, we were told it would delayed at least a couple more months. We asked for a refund or credit and we were told we were not entitled to a refund or credit. We asked to talk to a decision maker and was told someone would get back to us. It’s been three weeks and we have heard nothing. 6/1/2023 Ferguson went out of its way to rectify our issues, and has been very flexible and responsive going forward."

"Our first visit was without a reservation. Told we could not be serviced without one. Came back with a reservation because our Contractor said to use them. Took two months before we realized the Tub faucets where not delivered. Checking up, they were sent to wrong warehouse. Turns out those faucets really dont fit our tub. Finally got an answer only to find they shipped Black drains, with a White tub and Brushed hardware. The good news our showroom rep Rebecca was responsive and helpful to these issues."

"My wife and I went in looking for an island vent hood. It was a bit of a red flag when the sales rep didn’t ask us what our needs or budget were, she immediately brought up a $1,700 vent hood and said it was what she recommended. I don’t know if this is some form of sales tactic, but it’s a pretty poor one - determine your customers needs and budget before offering a recommendation. We said no and started to discuss our needs and budget. We told the rep we had a dropped soffit so we needed a fairly low profile hood. After immediately discounting all the reasonably affordable hoods as not being “quality enough for [us]” or she wouldn’t recommend them, she promoted the more expensive hoods. She was able to talk us into an $825 vent hood; more than we wanted to pay, but not unbearable. She assured us that this would meet the criteria we needed for our dropped soffit and that we were good to go. It arrived about a week later and I checked the specs - the minimum install height was 6” higher than our ceilings. The hood would have been absurdly low above our cook top. So, I returned it. I took it to UPS (absurd that they wouldn’t pick it up). UPS got it to the processing center within 36 hours. However, it has been SEVENTEEN days since they received the returned unit and I still don’t have my money back. All because the sales person refused to listen our budget and our needs. Never shop at this store. I will never be back."

"Ferguson was very frustrating to deal with and I will never use them again. Our builder used them for the appliances in our new home. We originally ordered our appliances 10/27/20. We heard there was a supply chain issues in manufacturing so we tried to order as soon as we were able to. By the end of January 2021 we heard of other new homes not getting their appliances so I reached out to Ferguson and we were given a time frame when they would arrive (mid March) but it would be after we closed on the house. They did install some loaner appliances which is great but we did get the cheapest dishwasher and range hood available which makes our kitchen look weird…and very loud while doing dishes. We didn’t mind waiting a month for them to arrive. March 22nd our dishwasher and hood arrived, but Ferguson wanted to wait to have them installed once the cooktop and oven arrive (which they didn’t know when that was). You would think at this point they would want to try and show some customer service, but I get it, they want to maximize their install trips by installing all the appliances at once. So we wait some more with very poor communication on their part. Heather has been our point of contact and we never hear back from her in a timely manner or at all if we ask her about our order. Finally on May 18th we were told that on May 21st they were going to have our cooktop, dishwasher and hood installed while we continue to wait for our oven to arrive. The 21st comes around and no one shows up. No email, no phone call. We reached out to them a few times that day with no response. We emailed them again the following day and we still haven’t heard back from them. We understand the covid has disrupted manufacturing and maybe Ferguson is understaffed or there are other circumstances that hinder them from doing their jobs, but this is a little ridiculous. Although Ferguson is nice to deal with when you actually get a hold of them, they are terrible at keeping you informed about delays and so far can’t even keep their own install appointments. I’ve given up on contacting them as it doesn’t do any good."

"We were in the showroom for about 2 hours today working with Heather. We cannot say enough wonderful things about her. Very friendly, knowledgeable and easy to work with. We are doing an entire house remodel and in 2 hours she had helped us pick out everything for 3 baths, a laundry room and kitchen hardware. She thinks of the little details I might miss and is putting it all together for us item by item. Highly recommend her and their very well stocked , beautiful showroom!"