Ferguson Bath, Kitchen, & Lighting Gallery

There seems to be a common theme of bad customer service with this place… Nothing has changed. Tried to stop in today to check out the store, hardly greeted by the woman sitting at the desk right in front of the door. We walked around a bit… this place is massive and a bit overwhelming and circled back to see if we could have someone to help us. She claimed all sales people were busy with other customers, though I didn’t see a single person in the store who appeared to work there, and the only other customers in the store were an elderly couple who seemed to be going at it on their own. She offered us a pager but couldn’t give us any idea when someone would be available. We were on our lunch breaks and were unable to jusy hang out all afternoon. Needless to say we will not be back. For the amount of money we probably would have dropped there, a little friendliness would certainly go a long way.

We’re getting our bathroom redone, and our contractor works with this supplier. They were very friendly and easy going. They let us look around for a while on our own. They have a wide range of items to view and test. They actually have some shower heads hooked up to a water line so you can see what it’s like to have the water coming out of the shower at different angles and such. Overall, I’d say they’re very solid.

On our search for lighting fixtures, Ferguson was at the top of our list. We arrived to their beautiful, massive showroom and approached the service desk for help. Instead of calling a person or directing us to a representative, she handed us a pager. Yes, a pager, like what you get when queuing at a restaurant.
The service clerk told us to browse the showroom and the pager would sound when a salesperson could help us. After spending an hour sauntering through the aisles, the pager never went off. We approached the service clerk, who didn’t remedy the problem, only told us we must have missed our pager, thus losing our turn in the queue.
Ridiculous. We left and won’t be returning for our next project.

I’ve never experienced such terrible customer service anywhere else. And this is at a place where I am literally spending thousands (!!) of dollars. Eek! Methinks not.
I was extremely excited and eager for my master bath remodel project and ready to start picking out my cabinets, fixtures and lighting. I called Ferguson to set up an appointment (preferably for Saturday) for me and my husband to come and start the process. I am rudely told that they just do showroom hours only on Saturdays, appointments are available during the week. OK, I understand that — weekends are busy. So I said that we will stop by on Saturday to browse, and then can I set up an appointment for the following week after that? They said yes.
So Saturday rolls around and I arrive close to the opening time to avoid the crowds. I say hello and mention that I called earlier in the week to discuss an appointment. I am downright SCOLDED and reminded that I don’t have an appointment and was told that Saturdays are for browsing only. Gosh, I was just trying to be polite and introduce myself.
My husband and I perused the showroom (which does have a lot of beautiful things, by the way. It’s just such a shame about the service). After we were done getting ideas, I headed back to the (dis)service desk and asked to set up an appointment. Again, met with a harsh rudeness and inability to be accomodating. We finally were able to come up with a time that seemed suitable for all parties involved and I was also told that their cabinet designer would be on-​site that day.
When I arrived for my appointment, I was told that the cabinet designer was not there, so I should probably just come back another time. Yeah, I don’t think so. I am under deadlines to have things selected for my contractor.
The service rep wasn’t very helpful at all during this appointment. She wasn’t able to answer many questions I had about the brands, durability, style availability. Fortunately I had done a large amount of research before this appointment. I finally picked out a cabinet door style and number of faucets and shower heads, etc. She took all of the information and said that she’d give the final quote to my contractor.
We get the quote from my contractor and they did NOT give him the 20% Moen discount that he gets as a contractor with them. When we asked for it, it was applied. But the fact that it wasn’t automatic was just more proof of their terrible service. My contractor has also vowed never to work with them again.
If I had more time to browse elsewhere, I would have. We ended up getting only our cabinets from Ferguson. But any other possible item I could, I found elsewhere. My contractor was able to find the same Italian cabinet drawer pulls at Norwood Hardware and I got accessories (word up to
) and lighting elsewhere.
I have another remodel project coming up in the Fall and I will absolutely not subject myself to this rudeness and terrible customer service again. Currently looking for other options.